Manufacturer Warranties and Protection Plans

[bamlet47]

okay, we have a 50in Samsung and we have had a few problems. We had a shadow that went down the length of the left side of the screen. Also our HDMI and HD component plugs were not working correctlly. We had to wiggle the cables just right in order for it to connect. We called best buy and told them about both these issues. The first thing we told them on the phone was that we had moved and we gave them our new phone number and address. Well my husband sat around the house all day that they were supposed to come by and they never showed. I called them the next day and they said that they tried to call, but noone answered. They called the OLD number and never entered any of the new info we had given them previously. We had to reschedule and they couldn't come out for another week. The man that came over took a look, went out to his truck to enter in what was wrong and came back in and said he would have to order the parts. They called and let us know the parts were in which took a couple of weeks. The same man came back out to install them. He said that the he noticed the part to fix the cables was broken, but he could go ahead and put in the other part to fix the picture. When he installed this part the TV would turn on, then turn right back off. He was really nice, we have no problems with him personally. He appologized and said he would reorder both parts and get back to us. It had been over a month and i still hadn't heard anything so i called best buy. The lady said she would have a technician call us back. They called back and set up an appointment to come over. This really aggervated me. I wonder how long they had the parts, and it took me calling to see what was going on for them to set up a time to come by. Well, the same guy came by again and installed both parts and everything seemed to be working fine. The shadow on our picture was gone, and the HDMI port was working as well. It wasn't until we purchased a wii about a month later and tried to plug it into a HD port that we noticed that it was not working. We were getting ready to move to Abilene and decided to wait to call till we got settled in. My husband called best buy on monday and let them know that we were still having problems. They said that Delta Electronics would be coming by today to come look at it. This place is out of Midland which is 3 hours away. The guy from Delta called me today and said they would be by tomorrow and that they would have to take the TV with them back to their shop in San Angelo (this confused me since best buy said they were in Midland) Any who he said that they only come to Abilene on Thursdays so the fastest they would have our TV back still wouldn't be till next Thursday. But if they have to order a part, then it could take 3 weeks, which is christmas so they wouldn't deliver it till the following week. That could be a full 4 weeks that we don't have our television!! I don't understand why when we were in Austin, best buy sent out their own people to fix our tv, and it never left our living room. and now they are going with some random company that is 3 hours away. Also this will be the 4th time they have been to our place, is that not when the "no lemon" stuff is supposed to kick in?

[Sarah-BBY Retired: Community Connector]

Hi bamlet47, I’m sorry to hear that your repair process has not yet been a smooth one as we hope to provide.  Whenever possible we will send an authorized Best Buy® technician to complete your repair.  However, if a Best Buy® technician is not available, usually due to location, then we offer the next best option of using an authorized third-party technician, as in your case.   I was able to research your situation and have sent a private message with more specific details.  To view your private message and this information please click on the envelope in the upper right-hand corner of the page.

Thank you,

Sarah

Community Connector

Best Buy® Corporate