Manufacturer Warranties and Protection Plans

[serviceNOT]

So I should have known better than to buy an extended warranty.  After all, they are 100% pure profit, and apparently Best Buy has no incentive on providing good service after they have your money.  I am generally a reasonable person, but when someone dismisses me or cannot give me reasonable or accurate information, watch out!

The problems started when I first called a Best Buy Geek Squad department to ask about turn around time for my unstable (crashing) Tivo unit.  They informed me that they rarely send Tivos in, but rather do a replacement right on the spot.  Thinking this, I did not make plans for being without my beloved Tivo for any extended time.  Upon arriving at the store, i was informed it WAS going to have to be shipped off for repair or diagnosis with a two week turn-around time.  OK, well, not what I was told, but I can deal with that.  Just fix it and replace it and get it back to me in two weeks.

Well, when I started checking on the status of the service order, i was dismayed to see that it took 4 days just to ship from the store to the repair center, and then another 4 days, just to be assigned to an "agent".  Give me a break, they are getting all this money to take care of their customers better at 100% profit margin, at the least they can do is be reasonable in just getting the product to the right person!  I am now over two weeks out, and feel that if I don't voice something now, it will be another week or two before I even hear back.  Worse, I cannot get any information regarding its status, as my only means of contact is the local store where I dropped it off and they cannot tell me anything that I can't see myself on the internet tracking site.  Is it that much to ask for reasonable service after paying a premium for it???

I know there are far worse situations out there, but I feel as a consumer, we need to raise our voices any time service is less than what we expect and deserve...

[Elizabeth-BBY Community Supervisor]

Dear serviceNOT, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[John-BBY Community Connector]

Hello serviceNOT,

When our customers ask us about service for their products, we endeavor to provide the most correct information available.  I’m disappointed to hear that your questions have been addressed with different, apparently conflicting answers.

If Best Buy® can provide service for a product under a Performance Service Plan (PSP), we will do so.  In some circumstances the product can be replaced when a request for service is made, but service is generally the option available until the product qualifies for replacement under the “No Lemon” clause of your PSP. 

Your PSP guarantees that repairs will be completed for your product, but it doesn’t guarantee a timeframe for the completion of repairs.  Most repairs take 2-3 weeks for completion, including shipping to and from our service centers.  While most repairs are completed promptly, occasional backlogs or availability of parts can impact how quickly the repair is completed. 

I have some information for you about your repair, so please watch for a private message from me.  To check your forum inbox, please sign in with your user name and password and click the envelope icon in the upper right.

Sincerely,