Manufacturer Warranties and Protection Plans

[miss5377422]

I purchased my 59" samsung in June 2011. Paid for extended warranty through Best Buy.

Anyways I was watching my tv Thursday evening, when all of a sudden it went black. I could hear the sound but no picture. I tried to turn it on and same thing. I tried unpluggin it thinking maybe it needed some type of reset.... and same thing. So I called Samsung and while on the phone with them I noticed there was a crack in the tv. The crack is internal and cannot be felt on the outside of the tv. They asked that I send in pictures. Today I contacted them and after being transferred 5x and being on hold in total close to an hour, the final gentleman tells me that the photo deemed that it was physical damage. WHAT... physical damage?? Me and my husband dont throw things in the house! We didnt accidently hit the tv, I was laying on the couch watching it. And now they dont want to honor the warranty which is clearly a defect in their product. I spoke with a rep at best buy and they said they couldnt do anything cause it was still in the manufacter warranty. So question is where the heck can I get some help with this piece of crap faulty tv? Ive purchased plenty of electronics from best buy but have never had to deal with any warranty issues. Ive always purchased the extended warranty on my products, and Ive never even had to use them. I got them to "protect my investment" Well thus far Ive gotten no help from either company.

Previous complaints Ive had about the tv included:

*3D feature never worked.... despite blowing 250.00 on the glasses.

*TV gave off more heat then usual. Ive owned a plasma before and know friends that own them and my "heat issue" was by no means normal, in which they deemed via phone call.

This is BS!!!  

[Ryan-BBY Senior Social Media Specialist]

Hello miss5377422 -

Allan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[miss5377422]

Who do I have to complain to do have my entended warranty rembursed? Its not near it yet and I dont plan on using it.

[CrystalWoW Community Veteran]

You can get a prorated refund of the remainder of the plan by either going to the store or calling 1888bestbuy.

[miss5377422]

what happens if it has yet to be in effect yet?

[CrystalWoW Community Veteran]

It is in effect from the day you purchased it so however long since then will be deducted. When did you buy the plan?

[miss5377422]

I purchased it in june 2011. But when having issues with my product.. Best Buy tells me that they have nothing to do with the first year as it is in manufacture warranty.

[CrystalWoW Community Veteran]

That is incorrect. Best Buy would do the service, however, physical damage is not covered by the protection plan and they go by the second opinion of the manufacturer who agrees according to you that it is physical damage so it is not covered so I would suggest you get the prorated refund. You have used 8 ish months of it. so that amount of time will be removed from the plan.

[miss5377422]

Thanks for the response. I will contact them for rembursment. In regards to the various issues Ive had with my tv, I spoke with 3 different reps on that 1888 number and all of which have advised me that they did not fix it within the first year. Yesterday one had even advised that I contact a samsung tech located in my city and provided me with a name and number. So Im not sure who I can talk to that would advise of what your saying. But everyone Ive spoke with thus far as yet to be helpful other then deal with the manufacture.

[CrystalWoW Community Veteran]

It doesn't matter within the first year but what you are calling about is not covered by best buy so you need to contact samsung for that issue.