Manufacturer Warranties and Protection Plans

[joewill85]

It appears Best Buy would rather let a debate go on than to actually follow up with me like they said.

[AaronE]

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joewill85 wrote:
It appears Best Buy would rather let a debate go on than to actually follow up with me like they said.

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Typical ETA once a Community Connector is assigned is 3-5 business days. Thank you for your patience. They'll get to your post.

[joewill85]

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AaronE wrote:

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joewill85 wrote:
It appears Best Buy would rather let a debate go on than to actually follow up with me like they said.

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Typical ETA once a Community Connector is assigned is 3-5 business days. Thank you for your patience. They'll get to your post.

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That would have been good information for them to give me at the outset. Also, it confirms that I won't be receiving any help whatsoever in the time needed, unless they speed it up.

[redbarron55]

It would really be nice if Best Buy / Geek Squad gave this information at time of sale where the customer knew that they were buying a defective product at the start.

It would go something like this.....

Would you like to buy the Best Buy / Geek Squad Black Tie Premium Protection Plan.

You can get  4 year warranty for only 25% of the purchase price and we guarantee that if you need a repair we will send off your unit and it will take 4 weeks, unless we have to backorder the parts.

We may lose your unit and stone wall you for a month.

If you feel the need to ask for customer support and call Best Buy or Geek Squad they will play phone tag. cut you off, deny your claim etc.

When you post on these forums you will wait for a response from a " social connector" who will assign a different "connector" who may get back to you in a week or so.

They we will explain that we are so sorry  Blah Blah Blah.

You will then be so sick of best buy you will never do business with them again.

Would you like that plan cash or charge?

Would you buy the policy when accurately described?

Of coures not

Good Luck with watching the game on your TV.

[joewill85]

So now I have a 37" LCD Insignia loaner TV. Still no contact from the "Social Media Contact". With the treatment so far I'm expecting them to give me a half-assed apology that ends with phrase "but at least we gave you an inferior replacement." I've never encountered a company that took this long to respond. I didn't want to be "one of those customers", but now that they've taken this long I'm just going to come out and say that I'm almost positive the rep told me this plan was to have my TV replaced. I played along with the repair game because I thought it wouldn't be this arduous, but I'm fed up now. I have a TV that processes images at one-fifth the speed, has image viewing angle issues, and is 5" smaller. The Superbowl is in 2 days, Best Buy isn't coming out again until next Thursday, and I'm just about fed up with this. If they don't do something drastic to either get me a new TV very soon or refund me some money, I'm not shopping here again. Until now, I planned on making my next TV purchase here, and I almost always buy my PS3 games here. This is all about to change.

[redbarron55]

Welcome to the Best Buy / Geek Squad experience!

Absolutely pathetic.

By the way evidently they don't work on weekends here.

Darn little during the week.

Defective / fraudulent protection plan.

I was a very good customer and BBSQBTPP convinved me I was a fool.

I have had a hard time accepting that, but it is true.

Now I spend the quality time while "watching C^%p on" TV with my wife reading and posting here to do as much as I can to explain the experience newbie's are in for.

I still want my money back ..... ALL OF IT I paid for the defective protection plan that actually degrades customer support available form the manufacturer.

I was lucky Epson took care of my 8350 Projector. Best Buy / Geek Squad Black Tie Protection Plan did NOTHING and promised poor performance in the future. Pathetic customer support.

I will do everything I can to eliminate Best Buy that I can, just to do what I can to help consumers.

Best Buy is PATHETIC....... PATHETIC

To anyone reading who has just bought a unit and are within the return time DO IT NOW!

[Allan-BBY Community Connector]

Hi joewill85,

After just having this TV repaired I can understand you being frustrated, and given your Super Bowl plans revolved around whether or not you had a working TV I can certainly understand you needing to know if you will  have a working TV. I am also sorry for any miscommunication that happened at the time of the purchase that let to incorrect expectations as to what to expect if your TV ever became defective.

It is correct that our service centers do have 37 inch Insignia LCD TVs to provide customers with a premium Geek Squad Black Tie Protection (GSBTP) plan if their TV isn’t repaired on the first visit from a technician. I don’t see that you purchased a premium GSBTP plan for your 42 inch plasma, but it does sound like this service center has provided you one of our loaner TVs as a customer service gesture.

I do see that we have now ordered another part for this TV, and you are scheduled to have this part installed on Thursday 2/9/2012. I will continue to check on this repair, and follow-up with you on Friday 2/10/2012.

Thanks for posting,

[joewill85]

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Allan-BBY wrote:

Hi joewill85,

After just having this TV repaired I can understand you being frustrated, and given your Super Bowl plans revolved around whether or not you had a working TV I can certainly understand you needing to know if you will  have a working TV. I am also sorry for any miscommunication that happened at the time of the purchase that let to incorrect expectations as to what to expect if your TV ever became defective.

It is correct that our service centers do have 37 inch Insignia LCD TVs to provide customers with a premium Geek Squad Black Tie Protection (GSBTP) plan if their TV isn’t repaired on the first visit from a technician. I don’t see that you purchased a premium GSBTP plan for your 42 inch plasma, but it does sound like this service center has provided you one of our loaner TVs as a customer service gesture.

I do see that we have now ordered another part for this TV, and you are scheduled to have this part installed on Thursday 2/9/2012. I will continue to check on this repair, and follow-up with you on Friday 2/10/2012.

Thanks for posting,

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I'm honestly not trying to be a jerk, but I didn't post here to have someone restate my issue and empathize. I wanted something done. So in the interest of furthering that goal, let me tell you what happened today. My wife gets a call from the tech telling her that he won't be coming in the morning like we scheduled, and says maybe he can make it this afternoon.

Also, I've been checking for the last several days and the part hasn't come in yet. I'm assuming that despite what we were told, the part was actually shipped to the store and the tech has it. If he doesn't show up with the part today, I want this TV replaced locally with another plasma set. I feel like I paid an extra few hundered dollars to get jerked around by Best Buy.

[joewill85]

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joewill85 wrote:

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Allan-BBY wrote:

Hi joewill85,

After just having this TV repaired I can understand you being frustrated, and given your Super Bowl plans revolved around whether or not you had a working TV I can certainly understand you needing to know if you will  have a working TV. I am also sorry for any miscommunication that happened at the time of the purchase that let to incorrect expectations as to what to expect if your TV ever became defective.

It is correct that our service centers do have 37 inch Insignia LCD TVs to provide customers with a premium Geek Squad Black Tie Protection (GSBTP) plan if their TV isn’t repaired on the first visit from a technician. I don’t see that you purchased a premium GSBTP plan for your 42 inch plasma, but it does sound like this service center has provided you one of our loaner TVs as a customer service gesture.

I do see that we have now ordered another part for this TV, and you are scheduled to have this part installed on Thursday 2/9/2012. I will continue to check on this repair, and follow-up with you on Friday 2/10/2012.

Thanks for posting,

---

I'm honestly not trying to be a jerk, but I didn't post here to have someone restate my issue and empathize. I wanted something done. So in the interest of furthering that goal, let me tell you what happened today. My wife gets a call from the tech telling her that he won't be coming in the morning like we scheduled, and says maybe he can make it this afternoon.

Also, I've been checking for the last several days and the part hasn't come in yet. I'm assuming that despite what we were told, the part was actually shipped to the store and the tech has it. If he doesn't show up with the part today, I want this TV replaced locally with another plasma set. I feel like I paid an extra few hundered dollars to get jerked around by Best Buy.

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So it finally works now, and the best part of it all is that this could have been fixed 3 weeks ago when it all started. Apparently, Panasonic thought it would be a fantastic idea to determine that only certain HDMI ports could handle certain HDMI devices. So all it needed was to have the cables rearranged so the motherboard would stop giving an error signal and shutting the power off.

I don't expect every tech to know every nuance of every device. I put the blame squarely on Best Buy's support management for failing to give comprehensive solution tools to the technicians. I've written tech support databases for another company, and we instructed our employees to try the fast and simple solutions first. Perhaps Best Buy should do the same, so the customer and tech support person don't have to waste 3 visits on their end, and 3 weeks on mine.

I am in no way satisfied with Best Buy at the moment, and feel like you should do something to make up for all this lost time and effort on my and my wife's part.

[Allan-BBY Community Connector]

Hi joewill85,

It is correct that we are not always able to get a customer the resolution they are seeking, but we should be doing our best. When I looked into the repair of this TV I saw that the technician was handling the repair as they should have, that the TV didn't qualify for replacement and because of this the only thing I could offer would be to keep you up to date on your repair.

I am glad to hear this TV is finally working, but I too am disappointed that this could have been handled much faster for you. I would like to see if there is something additional I can offer, and am sending you a private message to start that conversation. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks,