Manufacturer Warranties and Protection Plans

[Mbrguy Emerging Expert]

Average repair time for products sent to the service center is 2-3 weeks. Though I'm sure that this information won't stop the cuckoo clock. ;-)

[jsaunders7329]

Any product, or certain products? My repair estimate says 3/23/2012... And no, the info doesn't stop the cuckoo clock. CUCKOO!! CUCKOO!!

[Mbrguy Emerging Expert]

That's just the average time frame that I saw when I was working there for computers, TVs, and other items that were shipped in carts (your projector would be one of these).

[jsaunders7329]

So, one can assume the service center is NOT manufacturer or (perhaps) device specific? Is it a depot that just tests and inspects devices before undergoing a cost-analysis of the repairs vs. actual replacement value?

[Mbrguy Emerging Expert]

The Service Center is staffed by Geek Squad technicians who have been certified by the various manufacturers to repair their products. The techs evaluate the product and make the necessary repairs. If the product cannot be repaired, they will authorize the individual stores to replace the product with a comparable unit.

Depending on the product, some manufacturers will have them ship it to their own repair facility for some repairs.

[jsaunders7329]

I've been tracking my repair for days, and the status has always been "shipped". Well, when I track it now, it says it was received for repair on March 9th. Based on this, shouldn't you be able to get a status update , Mike?

[jsaunders7329]

Ok... So, I called my local Best Buy (01155) and the projector now has a "power issue" among other things, and they are deciding on junk out now. The local agent asked for this decision to be expedited. I'm asking that Mike also escalate or expedite this. Honestly, if I can get a replacement, like the vpl-hw30aes the store carries, this weekend, we can close this case, and Best Buy keeps making my money, loyally.

[jsaunders7329]

Another lie... I called my local Best Buy, spoke to a rep, and that person told me the service center was "deliberating" on junking out the projector. She said she was expediting the decision, and told me I would know something this weekend, because the service center is open on the weekend.

I call the same Best Buy today, and speak to a different rep, who now says that the service center is NOT open on weekends, and that I shouldn't expect a resolution until next week. Prescribing false hope to a person in desperate need of a solution is shoddy, indeed. I would think all Geek Squad agents at a location would possess basic knowledge of service center hours, and could convey consistent information to customers.

I've spent several days here, entertaining myself and others while I wait for light to appear at the end of this tunnel. It's getting old now, and somethings gotta give.

[jsaunders7329]

Day 13... The service center obviously doesn't work weekends, and as such, won't be issuing any decision today (great...). Monday is now my next best hope for junk out and replacement.

On a side note, I can't believe the local geek squad agent actually said the service center was "deliberating" over junking the projector out. Jurors deliberate, twelve of them actually, over the fate of the defendant, basing their decision on the evidence provided. I can't help but imagine this, reletave to my situation... Are there really a bunch of people sitting around arguing over the facts of my projector? What has this jury so hung? It is obviously guilty of malfunction, that much is clear from the repair notes. The Casey Anthony jury deliberated faster (perhaps with equal incompetence), but still??? C'mon Best Buy, you can do better...

[Mbrguy Emerging Expert]

When the service technician determines that the unit's repairs are either uneconomical or cannot be repaired they request a "junkout" which it seems as they did per your previous post.  It typically takes a few business days before the junkout is approved and then you'll be able to get a replacement.  Your impatience will not make anything go any quicker, though it is quite entertaining.