Manufacturer Warranties and Protection Plans

[fitzpatk]

I purchased a 60" LCOS Sony Grand Wega about 3 years ago along with the extended 4 year warranty. About a year into ownership, the light-engine failed in what amounted to a recall situation. It took some wrangling on the phone, but in the end, the warranty covered the issue just fine and Best Buy serviced the unit expertly.

About a year ago the deep black levels that initially drew me to this TV started changing to be closer to a light blue hue. The lack of true blacks has started to be extremely annoying. This seems to be well outside the "normal wear and tear" of a unit, but is clearly something that has happened with the aging of a TV, even thought the set is well within its warranty period.

I don't know where to start with this complaint, but I figured here would be the place to see if anyone else is experiencing this issue beforing investing hours on the phone with a rep. And what Best Buy can do to rectify the situation.

Cheers,

Kieran

[GeraldRose]

If it is still under your Best Buy warranty why not start there? Calling a rep and explaining the issue should start the ball rolling with them getting a tech out there to diagnose the problem and see what if anything Best Buy can do.

That doesnt sound like an issue that is supposed to happen, and therefore should be covered under the warranty.

[fitzpatk]

I appreciate your quick reply, but I'm trying to "go in armed".

I hate spending hours on the phone with people of various levels of willingness to help only to realize that I don't know the key words to say to automate the response for which I'm looking.

"Supposed to happen" is a subjective term. I'm not going to learn anything about the problem from someone whose best interests (bottom lines) lay in not servicing issues.

In order to get the "light engine" fixed I basically had to gather enough evidence against the faulty component (searching forums, repair posts, expected recalls) for Best Buy to play ball. 

[Elizabeth-BBY Community Supervisor]

Hi fitzpatk,

I've asked Aaron from my team to offer his assistance with your concern.  You'll be hearing from him soon.

Thanks,

[Aaron-BBY Community Connector]

Hey Kieran,

While what you’re experiencing may be the result of a failing bulb or light engine, it is difficult to determine the exact cause of the problem without having a diagnostic performed by a factory authorized technician. Rest assured though that as long as your TV has not suffered any accidental damage repairs should be covered under your Performance Service Plan (PSP) coverage.

That being said, I would strongly encourage you to contact our in-home service department at 1-888-BEST-BUY (1-888-237-8289) if you are noticing any problems with your TV. Although we cannot perform diagnostics over the phone, a representative would be happy to schedule an on-site service appointment for you. There is, after all, no better way to identify a problem than for a qualified technician to see it in person.

If you have any other questions please do not hesitate to let me know. You can send me a private message by clicking on the letter icon in the upper right-hand corner of the page and composing a new message by my user name “Aaron-GS.”

Thanks for writing!

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

[fitzpatk]

Hey Aaron,

Sounds great. I appreciate the information and contact info. I'll set up a diagnostic appointment and update the thread with progress.

Cheers,

Kieran