Manufacturer Warranties and Protection Plans

[mstng87gt Trusted Contributor]

I purchase a number of things from Bestbuy along with warranties and really never needed to use them as I didn't have problems with the items.  But the one item I have a problem with and the service its absurd.  

.  I bought my Mistubishi 48" HD ready rear projection tv and for the first 3 years it worked great until HD cable came out.  When you switch back and forth between regular tv and HD the screen flashes and all different colors come up some bending in a circle and that winds up screwing up the convergence and you have 3 pictures on the screen, one of each color..  I called for service about 2 years ago everything went great until the tech looked at the tv.  He adjusted the convergence and said if it goes out again just adjust it there is nothing they can do.  So that is what I did maybe once every 3 months or so for the past 2 year's until now.  Now it happens every day to if I am lucky every other day.  So a technician comes out last Monday and says he needs to order parts, we reschedule for him to come back on 04/28/09 which he does and the parts were shipped directly to me.  He wound up replacing the motherboard on the tv and guess what 4 or 5 hours later same problem.  I call up and the CSR tells me that he can have someone back there next Monday 05/04/09.  I explain to the CSR that the techinician was just here I am not sitting here for another week without the tv. So I ask for a manager and she was extremely helpful was able to get me an appt for today in the morning.  Fast foward to today the same tech came back adjust's the convergence and leaves. He says that he doesn't know what is causing the problem and IF it comes back his supervisor will have to come out to fix the tv.  Apparently changing the  convergence is not fixing  the problem, its ridiculous and to top it off I called in  the service on April 12 and the warranty expired April 13th and because its been 4 years you can't renew. And when I called they couldn't even tell me when it expired.  First the woman told me it expired in 04/2010 and I just renewed it the other day, I explain to her I have not paid for anything so she looks on another screen and finds that it expired on 04/13/2009.  So yes it is under warranty but they aren't fixing it instead giving me the run around and saying we will come back and keep adjusting the convergence and they are also trying to blame my remote control and saying that is causing the problem.

[Elizabeth-BBY Community Supervisor]

Hi mstng87gt!

I've asked Sarah, one of our Community Connectors, to offer her assistance with your ongoing television repair.  You can expect to hear from her within the next few business days.

Thanks for your continued patience,

[mstng87gt Trusted Contributor]

Thank you Elizabeth for you quick response I look foward to hearing from Sarah.  I came home

and went over what the technician did and all he did was to change the Cable box settings so

that it shows a 1080 picture all the time.  The problem with that now it has the bars on the side when watching regular 480p channels (anything that is not HD) which have been known to burn into the tv which then ruins the tv.  So my other choice is to stretch the picture and it looks horrible and you miss about 3 or 4 inches on either side of the screen. If I change the cable box back to 480 the lines that wrap around into circles are back and again that is what is causing the problem.  So techinically he didn't fix anything just tried to hide the problem from me.  The second problem is since he put the new main board in yesterday the bottom of the picture on the tv is off.  I don't know how to explain it but its crooked like half of the tv screen sunk down (think of a house that is not level and half the house is sinking into the ground).  So to sum it up a technician came 3 times didn't fix anything and created another problem and is trying to blame some of the first problem  and another problem that he specifically saw (and the problem he experienced I never did so that has me wondering) on the remote control  I use that you sell in your stores. 

Thank you in advance for you help in this matter.

Russ

[mstng87gt Trusted Contributor]

I just want to add the TV Picture is out again.   I called and spoke to a Manager Denise and she is working on getting me an appt to fit my schedule.  But they still want to send the same technician again even though he said there is nothing he can do and his manager would have to come out to fix it. 

P.S. I still have not heard from Sarah.

Russ

[mstng87gt Trusted Contributor]

So the next update, last nite I spoke to a Denise a Supervisor at one of the call centers who promised me a Supervising Technician would call me today  on my Cell phone as noone would be home before 10am to go over what will happen with my tv as well as try to get a sooner appt.   10am came and went my wife called around 11am and was told someone would definitely get back to us between 12 and 4.   4p, came and went without one phone call.  I called and was on the phone with Lisa and became disconnected at no fault of hers (no signal on the cell) and then recalled and spoke to someone else forgot there name and they couldn't answer any of my questions.  My questions were how do I contact Denise that I spoke to last nite and how do I contact the technician and or the technician's supervisor and she said he should have left his number other than that she doesn't know. She also advised me that all she can do is make an appt for a tech to come out and she can't change who that is.  I then told her the tech said he doesn't know what to do and she says he told you he couldn't fix it and I repeated he said he doesn't now what to do AGAIN all she can do is schedule him to come out  and as a surprise my Friday appt that was scheduled with Denise somehow changed to MONDAY when noone would be home. I asked if I can speak to someone other than her supervisor (as in a little higher up than a supervisor since I spoke to one last nite and that didn't help) and she said all there was, was her supervisor. Dorothy gets on the phone (Supervisor) and is already aware of everything that is going on which caught me off guard because noone else did.  She advised me that she will make sure that someone calls me on Monday (a Supervising Tech) and she will check up again on Tuesday as she is out Monday to confirm its being taken care of and sent notes to her manager as well as the Technicians manager and possibly corporate I am not sure.  So far I have been very patient and working with Best Buy to get my problem resolved but its very difficult that each time I call I speak to someone different that has no clue as to what is going on and basically can't help me.  Besides Dororthy all anyone wants to do is schedule a technician not realizing that a tech already came out 3 times and has not acheived a single thing except to frustrate me and tell me he doesn't know what to do.   I do have to say Dorothy was the only person in the past day that has made me feel like something may get done.  I have her extension and if I do indeed get a call on Monday I would like to speak to someone in corporate about an excellent employee and the rest of the people working there should take note from her.   But thats if I get a call.  So as of now I wait till Monday.  Oh and before I forget it is not the Dorothy that is on here I did ask.

[mstng87gt Trusted Contributor]

Today just a couple of minutes ago I received a call as Dorothy promised from Peter who is an administrator for the technicians and he has scheduled a Lead Tech to come by tomorrow and look at the tv.  Although I am not 100% happy as my prior experiences have really pissed me off, I am very grateful for both Dorothy and Peter to get the ball rolling and there williness to work with me and schedule someone in a time frame that works for me.  Again if all works out I want to give high praise of them to corporate and make sure they are reconginized for there stand out above and beyond customer service.  Dorothy already came through and I have a good feeling about Peter as well.  I would still like Sarah who I have not heard from yet to contact me from this site.

Sincerely,

Russ 

[mstng87gt Trusted Contributor]

Things went well this morning until we went to the Commack Long Island store where the service I received was less than to be desired.  First off Peter a service supervisor at the 1800 #  advised me this morning that they gave us an ok for replacement and gave a confirmation #.  He advised me we need to go to the Huntington store where the tv was purchased and speak to customer service ( he actually advised to call them first which I did and they said to go directly to the dept) and pick out a new tv.  I thought great but it can't be that easy.  So I get to the Huntington store where Arthur in Audio/Video dept store started off extremely helpful and went over everything with us and said all we had to do was pay the difference of the tv we wanted.  I already had a tv picked out but they did not have it in stock.   He called and found out that Commack had it in stock and sent us there.  We get there and the sale assocaite kept saying he doesn't know what to do and to go to customer service.  We go there and Rob (who would not give his last name or employee # but said he is a Operations senoir) said he would help us and then kept asking for the tv. Noone mentioned anything about bringing a 241lbs tv with us to pick out a new one.  Part of your sale thing now is any tv over $999 is free delivery so you can pick it up when you drop of the new tv. Well according to Rob it doesn't work that way.  He said he have to purchase the tv and then once the other tv is returned and we have to show proof that its returned then they would do the transaction even though we already paid for the tv.  Now all his shirt said was Rob nothing else so we ask for a manager and he said oh I am one but wouldn't give his name.  He tells us that he can have the defective tv picked up on the 6th or the 7th.  I was not happy but finally gave in as it wasn't his fault that it was a problem and he says sorry I don't have the 6th anymore ohh the 7th is gone too I can have it picked up on Saturday (noone will be home that day).He then requests that another manager to come over and help us as we are very irate and funny that noone would come over where he practically had to beg a manager to come over by saying I really need some sort of assitance. Rob walked off and came back with Nyaryan Nigam who also began saying there is nothing I can do.     We left the store furious but better leaving than screaming at the store and called when we got home and now its been moved to Monday.   I really don't think I have anything further to say.  The madness that I am feeling cannot really be expressed especially when all I keep hearing is there is nothing I can do. I don't know if that is your motto but it sure does get used alot.

[RealGeorgeW Emerging Expert]

I can't help you with the issue at hand, but can shed some light on part of your post.

I don't have to tell anyone my last name. My employee number is entirely different have at it.

When I'm at work, I'm working, I do NOT want some potentially psychotic customer tracking me down through my last name and.... being psychotic.

[mstng87gt Trusted Contributor]

My problem is

1. There approx 3 Robs that worked there.

2.  How do I know that if someone from Coporate or a store manager calls that all of a sudden there is no Rob working there because of the oh did you get a last name or his employee number.  I heard it before and if you search posts on here you will find it here as well. 

3.  So its ok that you have my last name so some  psychotic Best Buy employee can track me down is that what your saying because you don't do anything without the customers last name.Lets here what you have to say now. 

4.  If Rob as well as any of the other supposed managers  were actually working I don't think he/they would have had a pissed off customer do you?

[mstng87gt Trusted Contributor]

The only reason I asked for a last name is because the manager that was helping us had a name tag with a last name and Rob was claiming he was a manager so where was his name tag or last name.  Impersonating a manager I am sure is unacceptable at Best Buy.  He went from saying he was a manager to just an employee to a manager of the back/receiving to a manager in another store but now he is in customer service.  In all my years shopping at Best Buy I have never gone through anything like this at all and while a bad experience is due once in a while this has been one back experience after another.