Manufacturer Warranties and Protection Plans

[lmarine]

I've been a loyal Best Buy Customer for YEARS.  Every television, camera, and computer has been purchased there along with the extended warranties.  I live in Texas & was hit by Hurricane Ike.  It destroyed my business (self employed) and it won't re-open for at least another month.  I also received damage at my home.   Weeks without power, etc...

Right before the hurricane hit my television went out - honestly there wasn't any time to deal with it.  We were busy with preparations.  So finally last night we decided to address the television.  Drove up to the Best Buy in Lufkin, TX with the extended warranty & the part that needed replacing (DLP Bulb).  They were extremely nice, but I'd have to call the 800# - however it was noticed the expiration date on my 4 year plan had expired the DAY OF THE HURRICANE.  The Geek Squad there felt Best Buy would honor it considering the circumstances.

Well the first person I talked to said he'd handle it, but now had to transfer me to get it scheduled.  Then I get another lady after sitting on hold 15 minutes & have to start the whole process over again.  This time I find I will be responsible for ALL repair charges and she DOUBTED I would be able to renew my extended warranty because I let it expire.

All I gotta say - I own my own business & would have definitely made an exception. 

If they had offered an exception - I would have been on here singing their praises.  So back to my portable television - cause I spend all my savings making it through this hurricane....  And also think about if I wish to purchase any more items from Best Buy

[Phil]

The best "advice" I can give you is to call 1-800-Best-Buy and ask to speak to the Consumer Relations department, and when they transfer you there, inform them that you wish you file a complaint. Goodluck and sorry to hear that that happened to you!

[notawanda]

BestBuy has the worst customer service and warranty programs EVER! Their products are garbage or I wouldn't be on hold for nearly 30 minutes waiting to speak to someone about their warranty....I am curious how they stay in business since trhey sell garbage and don't stand behind their products, try to charge you if they can't find the problem you say is wrong (they couldn't find a problem a had when my lcd tv kept turning on and off on its own-now it doesn't turn on at all so they have to replace it) and keep it a big secret as to how your 'replacement' with a comparable item works- I paid a lot more in 2005 for my tv than it would sell for now- and I really DON'T want the GARBAGE they sold me to begin with again! (They don't make this TV anymore and I wonder why!)

[Elizabeth-BBY Community Supervisor]

Hey notawanda,

I can definitely understand your frustration for holding so long and for not being able to get a straight answer about the replacement process.  The Performance Service Plan (PSP) provides for a comparable item (speaking of features, not price) not to exceed the original purchase price.  The reason it can be difficult to get a general answer to this question is that it can be quite different depending on the product you have, as technology changes so quickly.  The best place to get answers on what replacement will look like for you is at the store because they are most familiar with our products and their features.  Still, no matter who you speak with, it should never come across as a secret - you've already obviously been inconvenienced by having the product fail to begin with, and the replacement process should be a satisfactory resolution, not a continuation of the frustration.  I appreciate your input on this.  Please check your private messages for more details.

Thanks again for your feedback,

Elizabeth

Community Supervisor

Best Buy® Corporate

[kenny]

yeah, they have worst factory warranty policy, as for the computer, they give you back saying all repaird and next thing that you find at home is computer is just blank. not even an operating system

installed. well you have to pay them to have it installed.

this all happens because they do service at there own service center. just replace the hardware and

return it to customer and they will come back begging you to make computer running, and ofcourse it is not free.  if they send it to the original factory service center, computer will come back in original factory setting where bestbuy will have no oppertunity to squeeze out extra money from your wallet.

Good luck best buy!! people are not stupid.

[Sarah-BBY Retired: Community Connector]

Hi Imarine! 

I’m really sorry to hear of the difficulties you’ve experienced as a result of Hurricane Ike.  I can’t even imagine going through such a thing!  Due to the circumstances involved, I am looking into what can be done to help and will be sending you a private message with more information shortly. 

Thank you,

Sarah

Community Connector

Best Buy® Corporate