03-19-2012 11:24 PM
03-21-2012 11:17 AM
03-21-2012 11:28 AM
You can feel free to add me to the list as well. I purchased a 42" RCA television that was part of the Best Buy circular for the Super Bowl. Now, three months later, it won't turn on. The manufacturer's service provider, Sears A&E, is still trying to get a backordered part and I was told this morning it could be April until they know anything more. RCA wants to attempt the repair first, which the Sears technician isn't comfortable with, then consider replacement. So here is where I stand right now:
I called the store where I purchased the television in January and was told I'm out of luck because I didn't spend the $200 on a protection plan for a $400 television. I asked the woman on the phone why I would spend this kind of money and she told me, "because the manufacturers are a nightmare to deal with". I then asked if Best Buy is in the practice of selling bad products to generate revenue in service contracts and she didn't have an answer.
Sorry to air my opinion on here, but no one seems to care about the customer anymore. I'm the guy with a 42" paperweight in my living room and there is a wall of new televisions in any Best Buy location. Sometimes doing the right thing is worth more than saving a few bucks for shareholders.
03-21-2012 02:22 PM
03-21-2012 02:50 PM
I agree that Best Buy should not be on the hook for the life of the product. But, I do feel that if the manufacturer of a product they sell is treating customers poorly, they should be somewhat responsible for the things they push in their advertisements. The manufacturer is in the business of making money, not building things, so if Best Buy continues to purchase thousands of units a year what incentive is there for the manufacturer to correct the problem? Would you sell this set to your mother because the manufacturer told you it was a good product, or because you've proven it is a good product and are willing to make it right if it fails? This is a 3 month old set that was recommended by the store employee and had good reviews on Best Buy's own website, yet none of these issues are ever shown to consumers.
The service provider for the manufacturer has acknowledged a known defect and parts shortage. The retailer should be responsible for removing a product that is inferior, so they are absolutely responsible for the offerings in their stores. If this was a gas stove that malfunctioned and started a fire, I'd have legal calling me and offering money to keep me quiet. But, it's just a TV so I have to live with it. I work in a service-based industry myself - I've worked late, weekends and even get calls on holidays. It's not about me, it's about my customers and what I can do for them. If I entrust a vendor to provide a service to my customers, I am on the hook if it goes wrong and will do what I can to make it right.
I am not looking for something better than I have, freebies or anything other than what I bought. If there is a fully functioning, used 3 month old RCA out there, I'll take it. Not everyone can spend thousands on something that is a luxury in itself, so it's not that easy to walk in and drop $4,000 on something that is not 'low end'. My point is simple - if you are in it for only profit, then stop claiming to be a customer based retail chain. End of story.
03-21-2012 03:50 PM
03-21-2012 05:23 PM
This was not a "Low-End" TV. We did not go to ABC warehouse, or "Pauls TV" inside Art Van. We did our research, and selected Best Buy, thinking they cared about their customers. We were wrong.
And yes, most reputable companies have a 90 defective policy. In addition, we purchased the four year warranty...they told us to go home, there was nothing they could do to help us. Pathetic.
03-21-2012 05:54 PM
03-21-2012 06:50 PM