Manufacturer Warranties and Protection Plans

[bcbob]

If you don't live close to a major metropolitan area,  think twice about any "Geek Squad" protection plans.   Service is NOT done by BestBuy but instead by any one of a hundred "subcontractors".   In my area the service (?) provider is called "Precision Television".     These folks, contracted by BestBuy, are absolutely terrible.

Two weeks ago I called Geek Squad re: my protection plan on a Samsung 55 LCD.   Geek Squad scheduled a service call by Preciision for 2 days later, a Thurs afternoon anytime from 12-5.   I cleared my schedule to be home.  Wed evening, Precision called to "diagnose" the problem over the phone to "make sure they had parts".  They needed the serial #, model # etc which is on the back of the LARGE - UNWIELDY TV which is hanging on the wall ... not easy to get too.   Precision cancelled  the next days service call so their "senior tech" could review the problem.   Of course my schedule was screwed up but I'm sure it was more "cost-effective" and efficient for Precision.

It's been over a week and I am still waiting for contact from "Precision".   Meanwhile, TV has pixels problems that have only gotten worse ... nice job BestBuy - YOU contracted with Precision - I didn't.   I contracted with YOU ... or so I thought!    Before you buy any protection plan through BestBuy seriously consider helping Precision and other Geek Squad subcontractors by purchasing at a different store so they won't be inconvenienced by providing service to you.   Maybe then Geek Squad  will have the time to service their existing customers..  

[poytboy]

Don't worry...Dorothy will read this and she will post "someone from our Community Connector team, will be reaching out to you regarding your television repair concern.  Thank you for your continued patience!" After she does that then someone like Ryan will be reaching out to you. Once you get the "Oh that's horrible what you have gone through so far" post you will start to feel that maybe someone at Best Buy cares. Don't be fooled, they are just another part of the broken system. The last thing anyone really wants to do is make sure as few as possible days go by for you without a properly working tv. You will even then be pawned off to yet another person who will call you and let you know he/she will be calling the contractor and keeping you informed the whole way. What it really comes down to is this: you have a problem, and it's your problem, suck it up and if you need a working tv go and buy another one, otherwise go without for the next couple of months and once you feel you can't take anymore, then go out and buy a new tv from another store. Bottom line is they made the sale, they scamed you into the black tie purchase, and don't bother them with a problem, they have more sales to make.

[Dorothy-BBY Community Supervisor]

Hello bcbob -

Thank you for sharing your experience.  I have asked Allan, from our Community Connector team, to reach out to you regarding your recent experiences with third party servicing.  You can expect to hear from Allan in no longer than 3 - 5 business days.

Thank you!

[ABomb]

Thats not true at all, because on almost all of the threads, the CCs actually help the person out. The only problem is the wait, but thats because there are so many threads to go through and get helped out, and they do have to do it in order of how its been posted. Dont worry bcbob, the CC's will do their best to get you all sorted out.

[bcbob]

Thank you.

[Allan-BBY Community Connector]

Hi bcbob,

Any amount of time without a working TV would be too long for most people, and I’m sure that fact that you haven’t heard from your local service center in over a week has made this repair even more frustrating.

Most TV repairs are performed by our own technicians, but occasionally we have to request that the service be performed by a local service center if we don’t have a technician that services a customer’s area. With that being said we do expect the local service center that is supposed to repair your Samsung TV to provide you the same level of service that our own technicians would provide you.

I would like to work with you towards getting this TV repaired in the fastest manner, and I am sending you a private message to start that conversation. I can promise you that I will stick with you on this until you have a resolution in 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,

[bcbob]

Seems starnge that Geek Squad does not service this area, 10 miles from the store.  Geek Squad did complete the delivery and installation of the TV when purchased.

[poytboy]

Not that strange...I found out when my TV needed repair that Geek Squad has computer techs and/or TV techs. I live only 3 miles from the store in Hammond, La but I am still waiting for a contractor, not Geek Squad, to do my repair. The store here has computer techs but no TV techs.

[ABomb]

Most home theater techs dont even work at the store. Also they mostly dont do repair, they do installation. Very few GS local techs do repairs.