Manufacturer Warranties and Protection Plans

[kevine]

I feel the need to post to express my enormous level of frustration with my experience trying to get my Samsung 46 inch television. My adventure began on 12/21/2008 (Yes, 12/21) when I first reported that the TV was no longer getting a picture. Previously, the TV would automatically turn off sporatically (which we had initially tolerated for a short time), but by this date, the TV wouldn't turn on period.

I called the customer service number and the rep dispatched a technician, who told me they needed to order a replacement part. After about 3-4 weeks, they scheduled a time to install the part. I was told that subsequently that this person was directly from the Geek Squad. Not 10 minutes from the time this person left did the issue resurface, and I was back to square one. I repeated the process, and worked through the limited scheduling window provided to me, and a new person was dispatched. This time, the technicians were outsourced to a local outfit. Once again, I was informed that parts needed to be ordered because allegedly, the "wrong" parts were ordered and installed. Shockingly, the same thing happened later that day when the tech left my house. If this wasn't frustrating enough, this happened twice more where the techs would schedule an appointment, determine that "it needed a new part" and the cycle would continue. Both these times, the technicians chose to take my TV back to their "shop" to replace the part and make sure it was working properly.

All this time, I had been in communications with Best Buy customer service and spoke to customer service reps who were equally as appalled as me, and expressed their apologies for the experience. Prior to the last dispatch, I spoke with a very nice customer service rep who told me that I absolutely did not have to wait to put in the request for a replacement TV that she would put the request in for me. As we expected that our TV problems were close to over with this replacement request, the Tech still wanted to bring my TV to the service center. I was informed at this time that a request was being submitted for a replacement TV or voucher, and I should expect to be contacted for confirmation of this shortly thereafter. That day came and went and I was instead contacted by the service center saying that they replaced yet another part. During the course of my conversation with the Best Buy customer service rep, we both agreed that no more "replacement" parts were acceptable.

I am therefore caught in a vicious cycle and do not know what to do. I have absolutely zero faith that they have a working TV in their shop based on my nightmarish experience leading up to this.  I am typically very patient and understanding with customer service situations, but I have never experienced anything like this.  

I welcome suggestions on how to handle this situation.

[thunder2132]

Unfortunately customer service and the service center are not on a direct line of communication. I would ask to speak directly to a manager about the situation. What they'll probably suggest is to give this "newly repaired" TV a shot. As horrible as it sounds, that might be your best option for now. If it does work, then all your problems are solved, if it does not work, go directly to store management, preferably the person you already talked to, and make sure that you get a new TV. Of course, depending on the manager and how hard you push, you may be able to skip that step. I wouldn't recommend pushing too hard though, managers like to help people the empathize with

I hope this helps, and I can say I'm also fairly shocked by it being serviced that many times without a replacement. I hope everything gets worked out for you

[Elizabeth-BBY Community Supervisor]

Hi kevine,

I've asked Dorothy, one of our Community Connectors, to look into this and follow up with you.  You should hear from her within the next few business days at the most.

Thanks for posting!

[Dorothy-BBY Community Supervisor · Accepted solution]

Good afternoon kevine -

If I was without my television for 5 months, I would probably be very unhappy also! It sounds like you have been more than patient with this situation, and I would like to thank you for that.  

I did a bit of research and it appears that your service plan expired in January of this year, making all the service work past that time done under "work guarantee" by the service centers.  Once a service plan expires, there is no further provision of replacement through the no lemon clause.  However, since your unit has been gone so long, and was not working prior to the expiration of the plan, I would like to offer my assistance, if possible.  

I am sending you a private message.  To access your private messages, first ensure you are logged into the forums, then click the envelope in the upper right hand corner. 

I look forward to assisting you. 

Dorothy

Community Connector

Best Buy® Corporate