Manufacturer Warranties and Protection Plans

[afamu889]

I have been a valued customer for Best Buy since 94.  I'm emailing you because of the poor customer issue that my wife and I received today in regards to our Panasonic Viera Plasma 58 inch that I purchased in Jan 2010.  Hopefully you are the right person that I need to direct this issue to.  This morning (4.26.12) as I was watching TV from the Plasma there was a large pop sound that came from the Plasma.  Instantly the TV flashed some lights and the Plasma screen cracked...  We do have the Premium warranty with Geek Squad.  My wife called and explained what had happened.  The reps response was that the TV was more than likely physically tampered or it was moved toughly.  My wife again let him know that our kids were at school and it was just myself in the living room area.  And again they said it is very rare that that would ever happen.  I later called regarding the same issue, and they were going to send a Tech this Tuesday.  But he said if the Tech notices tampering than they will not repair or give me another TV (which of course I agree is it was being tampered with).  But to pay almost 3000 dollars and an additional 400 on geek squad warranty to hear this is terrible service and not right at all.  For them to already say that its more than likely it was tampered with and to come in my house thinking that is wrong.  Pretty much I'm out of a TV that I put in a lot to get...  I need you to fix this issue any way that you can, there would be no way at all that I would tamper with my TV or anything in my household.  And for them to already think that two different time is awful.  All I want is for my TV to be fixed I don't want a new one I don't want an upgrade, I just want my TV.  PLEASE HELP!

[Ryan-BBY Senior Social Media Specialist]

Hello afamu889 -

Allan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Allan-BBY Community Connector]

Hi afamu889,

I’m sure it was surprising, and disappointing, to hear that the damage to this TV might not be covered by your Geek Squad Black Tie Protection (GSBTP) plan. Your concern is understandable, and hopefully I can get to the bottom of this for you.

I should point out that damage to this TV caused by a customer is not covered, but if an authorized service technician determines the damage to the TV was caused by a defect in the TV it should be covered by your GSBTP plan.

I do see that we sent a technician out to look at the TV on 5/1/2012, and they have determined this damage could not have been caused by a defect in the TV itself. This does mean the repair or replacement of the TV would be at cost to you.

I would like to see if there is any sort of resolution we can provide you in this matter, and I am sending you a private message to discuss this. 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 for posting,