Manufacturer Warranties and Protection Plans

[NotHappy40]

My 50" Sony TV stopped working about 3 weeks ago.  Luckily (or so I thought) we had purchased the extended warranty through Best Buy.  I was able to schedule a service call for TWO WEEKS later.  I have to wonder if I was a normal paying customer without an extended warranty, would the service call have been scheduled sooner?  My guess is YES.  So I patiently waited and the tech did actually show up during the time frame with 4 minutes to spare.  He proceeded to spend 1.5 hours screwing and unscrewing things on my TV, replacing who knows what--because he really wouldn't answer my questions.  He also spent a good portion of that time on his laptop looking up/talking to someone who knew what was wrong??  Frankly, I had little confidence in his abilities.  I will say that the TV was on and had a screen when he left.  When I went to turn it back on about an hour later---NOTHING!! No screen, only a blinking red light.  So I called Geek Squad and explained what happened.  Don was very pleasant and told me the soonest he could get anyone out would be TWO WEEKS!! WHAT?????  I insisted this was not acceptable--he agreed and said that he would have a service manager call me within 2 business days.  So I waited and guess what--NO ONE called.  So I called back and spoke to Todd who explained that the soonest he could have someone out would be TWO WEEKS!!  Again, I insisted this was not acceptable, and was transferred to Kim who assured me that she would have a local field manager call me the next morning by noon.  Guess what?? NO ONE called!!!!  I am DONE with Best Buy/GEEK Squad.  I will never buy another item from them again--and I have to say I have purchased A LOT of expensive items over the years. 

So as it stands now, after waiting 2 weeks for service, I still have a TV that doesn't work and NO ONE will take responsibility and get me scheduled.  And frankly, I have little confidence that they hire competent techs. 

[Elizabeth-BBY Community Supervisor]

Hi NotHappy40,

I've asked Allan, one of our Community Connectors, to look into this and follow up with you.  You should hear from him shortly.

Thanks for posting!

[Allan-BBY Community Connector]

Hi NotHappy40,

I can definitely understand being frustrated with having to wait two weeks for us to get a technician out each time you call, and you should not have been given the expectation that a manager would call you within a certain timeframe if they couldn’t follow through on that expectation. I can assure you that the fact that your repair was covered by your Performance Service Plan (PSP) would not affect how long it would take us to get a technician out to your home.

I would like to look into your repair and do what I can to expedite the repair of your TV. I am sending you a private message, and to check your messages you should log into the forum and click on the letter icon in the upper right-hand corner of the page.

Thanks for posting your concern,
Allan
Community Connector
Best Buy® Corporate

[lmarine]

Hugs - good luck.