Manufacturer Warranties and Protection Plans

[b12njoy2010]

As previously mentioned by Allan BBY my "no lemon" replacement was not processed properly according to Best Buy Policy ("Original Purchase Price Voucher" 4/9).

Best Buy policy is that the most comparable television to mine was the 60" Mitsubishi DLP (WD-60C9). However, I was never offered a Mitsubishi DLP nor was I made aware that the minimum credit I should have received was $1199.99. I should have been able to choose the Mitsubishi DLP or use the credit on another tv.

Instead I was told by the Store Manager that the maximum credit he had the authority to provide me was $999. I repeatedly begged the Store Manager to credit me $1099.99 for the television the we took home. He said that $999 was the best he could do. As a result I had to make up the difference in cash.

The reason I ended up in this forum is because I believe I was bamboozled out of $140 cash by my local Best Buy.

Allan has done his best to address my concerns. However, he has informed me that my local Best Buy does not express any regrets on how I was treated. Nor are they concerned in losing my future business,"The store management stated that there is nothing further they can do to assist you in this matter". And Allan's response is almost identical: "Unfortunately this does mean that there isn't much more I would be able to do in this matter."

Lesson learned!

Always escalate your no lemon replacement, even if that means contacting corporate before accepting a replacement. You have nothing to lose. I was naive and it cost me money out of my own pocket, not just Best Buy funny money.

[starhelper2587]

"Hi b12njoy2010,

After a less than enjoyable repair experience, I’m sure you were even more upset by this replacement of your TV. Hopefully I can shed some additional light on this matter, and provide you a resolution to your issue if at all possible.

It is true that if your service plan replaces your TV the store processing the replacement should offer a TV that at minimum meets the specifications of the TV being replaced. This means that this store at minimum should offer a TV that is at least has a 42 inch screen, is a DLP TV, and has a maximum resolution that at least equals the TV being replaced.

The original purchase price is should not be taken into consideration when determining what is a comparable TV. You are correct that if we determine that we no longer sell any products that are comparable to the one being replaced the store should be issuing a store credit in the amount of the original purchase price. I will be honest that this is very rare, and really only comes into play when we stop selling a type of product altogether.

We actually still sell four different models of DLP televisions, and the store should have offered one of these models as a replacement for yours. The fact that the price of the comparable TV changed, and did so drastically, is definitely concerning.

I would like to personally look into this to make sure this was processed properly, and to offer what assistance I can. I am sending you a private message to start that conversation. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page."

**This was Allan's response to you on your other thread.  I don't see where he said that BB should have replaced your TV with a Mitsubishi 60'' TV.  He said 42''.  Also, the brand doesn't matter.  The exchanges are based off specs.  Was the information you're stating here that Allan supposidly said to you sent via private message or something?**

[b12njoy2010]

Hello starhelper2587,

Thank you for taking the time to view my post. I will do my best to provide you with the information.

"We actually still sell four different models of DLP televisions, and the store should have offered one of these models as a replacement for yours." Allan

Mitsubishi - 60" Class 1080p Rear Projection DLP HDTV Model: WD-60C9

Mitsubishi - 65" Class 1080p 120Hz DLP HDTV Model: WD-65C9

Mitsubishi - 65" 1080p 120Hz DLP HDTV Model: WD-65837

Mitsubishi - 73" Class 1080p 120Hz DLP HDTV Model: WD-73C9 (only available online)

"You are correct that if we determine that we no longer sell any products that are comparable to the one being replaced the store should be issuing a store credit in the amount of the original purchase price." Allan

[starhelper2587]

Was that convo through private messages?

[Nokia]

http://forums.bestbuy.com/t5/Manufacturer-Warranties-and/Original-Purchase-Price-Voucher/m-p/107619

[starhelper2587]

Nope, Nokia.  If you look ^^^^ I already copy and pasted Allan's response from that thread link you posted which didn't mention what the OP is stating here.  That's why I'm asking if this particular convo was done via PM.