Manufacturer Warranties and Protection Plans

[Dianeboddy]

We purchased a new LCD Insignia 42" TV from Best Buy on 12/20/2011. It did not have the capability of accepting the "older" WII models, or PlayStation 2. We exchanged it withing the 30 days for an LG model., and purchased a connecter adapter. LG was highly rated by Consumer Reports magazine. On Jan 22, 2012, Best Buy said they no longer sold the particular model listed in C.R. We accepted a comperable model. Despite the relatively high rank supplied by C.R. for the brand, not necessarily the model, we thought we made a responsible purchase. Today, on 3/19/12, our TV would not turn on. We called the Westland store, to inquire about the avenue we should pursue. My husband was disconnected TWICE!. Upon the third time calling, and going through all the computer prompts....for the third time, he heard, "Geek Squad, Please Hold". Five minutes later, he hung up the phone. We promptly packaged up all the materials, and took it back to the store. They taped closed the packaging of the tv, and told us we had to go home and call for "in-home service". Considering our purchase was within the "typical" 90 day warranty, we were told that, "BY POLICY", anything over 30 days, is out of their hands! AND, He would not even call a manager to validate this fact. I was dismissed, and my husband was just short of being escorted out of the store. He was very upset, and was told to get off their "Private Property". My Husband is an engineer for a Traveling Sports Company. While this company probably has their own contracts within, we will make sure that Best Buy is never a recommended company from New York, to Florida, to Chicago, to Milaukee, and beyond. The "Lack-of" Customer service supplid to us on 3/19/12 was pathetic. We will never purchase another item from your store again, either on-line, or in-store. And we will pass the word on to all those we know. May not be a large impact, but we are firm, none-the-less. Kiss Butt BB Westland.

[Ryan-BBY Senior Social Media Specialist]

Hello Dianeboddy -

Allan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[ConcernInNY]

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:

• The television stopped working on March 3 and it is now March 21.
• The part will be shipped from the RCA factory to the Sears parts provider on March 31 at the soonest.
• When the part finally arrives at my home, I have to call Sears and reschedule my appointment (and take another day off because they won't come on weekends or at night).
• If the part doesn't work, then Sears can call RCA to request a replacement which takes up to 10 days.
• I have left messages for RCA (can't speak to people, only a voicemail) and no return calls. 

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.

[pendres23]

You can add me as well I wonder what would happeif we had news team 5 investagate all these complaint,s

[Jimmienomam]

It's not BBY fault for selling the product. They trust that large manufacturers give them good products.

BBY gives 30 days for exchange/return. After that it is up to the manufacturer to fix or replace the TV.

You bought a low end tv and expected there not to be any problems?

So according to your idea of good CS when should BBY no longer take responsibility for manufacturers problems? 30 days, 90 days, 1 year, 5 years, 10 years?

[ConcernInNY]

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.

[Jimmienomam]

There's a difference between a known defect and a known defect that can hurt someone.

Also there wasn't a plasma TV this year that didn't have a defect in it. Samsungs had various (floating brightness, rainbowing, peeling filters, overheating, flexed panels, rising blacks with cinema smooth) Panasonics had floating brightness which affected ALL of the 2011 Panasonic Plasmas (it was addressed months after only because users worked with Panasonic engineers, see my review on AMZ under p50st30 if you want more info), LG had rising blacks under certain circumstances but was patched quickly.

All of these defects were bad enough to make very noticeable difference in picture quality.

If BBY stop selling all sets that had known defects, they probably wouldn't be able to sell any of their sets.

[Dianeboddy]

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. 

[Jimmienomam]

I see a lot of manufacturers that have a 90 day warranty window, but no stores that have seperate return windows for defects that isn't their regular return window (namely Walmart and toys r us). I could be wrong since I just did a quick google so I'm open for being corrected.

As far as low end set I stand by my definition as RCA buys the overproduced and/or defective panels from a larger manufacturer to lower its costs. Granted I trust RCA a little more than Westinghouse, Craig and other low end sets, but I consider it low end nonetheless for the above reasoning.

If you purchased the BTP then they would need to fix it within a reasonable timeframe, replace it or refund the money. Reasonable timeframe is of course subjective, but if they cannot produce the part for a month or longer then that would make a good case of unreasonable.

[Jimmienomam]

To make sure that I clarify myself. I have had what I consider low end (buying other manufacturers left over panels) that have been amazing.

You just have to realize that they get their panels 2 different ways.

If they get it through overproduction/old stock, then the set could be close to if not as good as the major brand.

I used defective above, but a batter term would have been that it didn't pass QA. These panels are iffy. They can fail QA for many reasons and sometimes when they attempt to fix the reason that it failed QA at the major brand manufacturer, they create a whole new set of problems. Also if they repurpose the panel (make a 1080p into a 720p because of cooling issues or other reasons) sometimes the panel doesnt take to it.

This is why I stated that you should go into buying low end TVs expecting a problem. While it could be perfectly fine, if you expect the worst then you already accept it. Kinda expect the worst, hope for the best type situation.

The biggest problem with low end TVs is that they vary wildly from set to set, even in the same production. Basically RCA could buy 800 overstocked panels and 200 of the same panel that are defective. The 800 turn out great, but the other 200 are hit and miss depending on why they failed QA.

Hopefully this explains more of what I was trying to get at