Manufacturer Warranties and Protection Plans

[mommyof3]

I purchased a 50" plasma tv in Feb 2007 as well as a 4 year service plan.  In June of this year the TV totally quit working and ever since then Best Buy keeps throwing parts at it trying to fix it.  Each time a part has been replaced something else wrong with the TV.  The longest time that the TV has worked in the past 6 mths is one week and I really can't be sure on that as we were out of town during that week.  The repair people had brought the tv back and then we went out of town for the week.  When we came home the tv was not working.  I seriously doubt that it was working during that time either.  I am on a first name basis with the local repair shop, who has also told Best Buy that the TV is not repairable, however Best Buy keeps insisting that another part be ordered to try and fix the TV.  Then each time a customer service rep says that they will send it to their solutions department for replacement the solutions department denies it because there are parts on order.  It is like a vicious cycle. I told the last lady that i spoke with that I could throw parts on your engine all day long but if its your transmission that is broken it wont fix your car.  Obviously if the tv could be fixed it would of been done at some point during the last 6 mths.  Not only has it been an inconvenience being without our main tv, each time the repair company comes out someone has to take off work to be home. 

In the past 6 months since all this began I have purchased around $7000.00 in appliances, tvs and computers and have not even stepped foot in Best Buy.  I did purchase service contracts on 2 of the items that i recently purchased and I hope that those stores will stand behind their contracts better that best buy has.  If my TV gets properly repaired or replaced I would gladly go back to Best Buy as I truly believe they have the most knowledgeable staff and most of the time the best prices, but I would have to think twice before ever purchasing a service contract from them.  They seemed to have left the "service" part out of the contract. I do not think their service contracts are worth the paper they are written on!!   I do realise that everything has a process that has to be followed however I think that this has gone a bit overboard!!   I just want my tv replaced without all the run around that I have gotten in the last 6 months

[Dorothy-BBY Community Supervisor]

Hello mommyof3 -

Welcome to the Forums!  Allan, from our Community Connector team, will be reaching out to you regarding your concern.  I appreciate your patience until he is able to contact you. Thanks!

[Allan-BBY Community Connector]

Hi mommyof3,

Six months without a working TV would be too long for anybody, and I’m sure the fact that this repair is covered by one of our service plans makes it even more frustrating. I can also understand you feeling like you are getting the runaround after waiting this long to get your TV repaired.

I would like to look into your repair of this TV, and see if there is a resolution I can provide you. I am sending you a private message to start that conversation. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,