Manufacturer Warranties and Protection Plans

[CrystalWoW Community Veteran]

This site is for US customer support only. For support for Canadian Customers, call 1866bestbuy. Nothing said in regard to the US plans apply to Canadian plans as it is all different there. 866 is Canada 888 is us. We would have no knowledge of Canadian plans or terms. The states pay their employees hourly and so does Canada as best buy as a company is non commission based. If you talk to the wrong countries support, the info they give you does not apply.

[CrystalWoW Community Veteran]

Just from a simple pull up of the Canadian plan contract: Parts and services covered by the manufacturer’s warranty and warranty obligations are the responsibility of the manufacturer only. During the manufacturer’s warranty and warranty obligations period, please contact the manufacturer directly for all such claims, including where you have In-home / Courier Service.

Sounds like they were correct.

http://www.bestbuy.ca/en-CA/help/best-buy-performance-service-plan-terms-and-conditions/hc8150.aspx?...

[miss5377422]

So again.. when I pay for a 4 year PSP plan...  purchased in Jun 2011.. expires Jun 2015... How is that 4 years? That is only 3.

Again, that is the number I called 1866. My first statement was error. All I got was the US. They actually told me I had to call off of a landline in order to reach the canadian CS... which is none the less silly.

And I may have to laugh if you think that the canadians dont get commission for their sell on ext warr. That I know for FACT is false. But big up to canadians for not taking nothing less.

[CrystalWoW Community Veteran]

Don't know. Call canadian support as again, this site does not support nor have much if any knowledge on their procedures.

[miss5377422]

Spoke with tech today. Tech said samsung will cover it. He also said this is a well known problem with their plasmas 50"+. So buyer beware. Best Buy is offering an exchange.... yes crystalwow... for what was initially said to be "physical damage"

Any of those having the same issue as I did. Do not give up! Somewhere someone will listen! Speak with the managers manager if need be. There is no excuse for purchased something 1000+ dollars for it to be garbage. And then to top it off to be treated as though your the one at fault. Terrible customer service from both Best Buy & Samsung!

And for all those that assume guilty, your mouths should remain shut until you know for a fact what your saying can be proven!

[Allan-BBY Community Connector]

Hi miss5377422,

I truly am sorry to hear about all the problems you had with this TV. I was happy to hear that in the end Samsung determined the crack was due to a defect in the TV, and are now covering the repair/replacement of the TV.

I do not work for Best Buy Canada, and to be honest and not knowledgeable when it comes to their service plans. If their plans are anything like the ones sold at a Best Buy U.S. store they do start the date they are purchased. The U.S. plans also do not cover any damage to a TV unless an authorized service technician has determined the damage was caused by a defect in the TV itself. As you can imagine making this determination is next to impossible.

The other users on this thread are correct that this forum is in support of purchases made at a Best Buy U.S. store or on BestBuy.com. No employee on this forum would have the tools needed to try and resolve a Best Buy Canada concern, and they would need to call 1-866-BestBuy to get their concerns addressed. I truly do wish you the very best, and hope you have a fantastic 2012!

Thanks for posting,

[zencapri]

Unbelievable!!!! I have been dealing with this same internal crack for 5 months now and they continue to tell us it's from physical damage. I have found 4 different people now who were able to get their tv fixed under warranty for this known defect. This is not fair to fix some and not others. So now a lawyer has advised me to take Best Buy and Samsung to court which is what I'm preparing to do now but it should never have come to this.

[Allan-BBY Community Connector]

Hi zencapri,

Thanks for reaching out to us again on this, and I honestly am sorry that you are not getting the resolution you are seeking in this matter.

I did look into your concern back in January of this year, and I show we sent two seperate technicians out to look at your TV. I also found out that in both case the technician determined the damage to your TV was not caused by a defect in the TV, and because of this the repair/replacement of your TV would be at cost to you.

I also see that Brian on our Executive Resolutions team addressed your concern, and offered you the best resolution our company can provide you. If you are still not satisfied with Brian's offer I would encourage you to reach back out to him.

Thanks,