Manufacturer Warranties and Protection Plans

[fishpot]

I purchased a 52" Sony Bravia 240 hz XBR7 with every extra for my husband's birthday. Bought the 4 year protection plan too. Total:  $4,620.66.

Premium delivery and set up, following an in home consultation, commenced on 4/27/09.  The TV developed vertical lines across the entire screen, and images had green shadows. That was on August 22nd, the day before we left for my husband's annual clinic in Indianapolis. When we returned home, we had a Geek visit for what we hoped would be a speedy repair.We were told that the control panel was shot and needed replacement and that it would be in by Sept 29th.The next Tuesday I received a call that the new panel would be in on Oct 6th, but an installation date couldn't be set as there was no tracking number for the part so it might not actually ship.I called the Geek squad several times and have been passed from one Geek to another, bounced between them, a supervisor, customer service, and who inconvenience has a different story as to when this part will arrive from Sony. When told this week that it may be Oct 22nd before the part is shipped, but they're not sure, I asked how to file a complaint and just get another TV since this is a ridiculously long situation with no end in sight and since the TV is new, under warranty , and has the 4 year protection plan.I spoke to a person named Teresa who finally told me she'd file a Service Solution Consideration and to call back on 10/12. I did and then was connected to 2 more people, the 2nd one told me that it takes 5 full business days and to call back on 10/13, end of day.

Last night, after speaking to yet another Geek and attempting to speak to a supervisor, I was told that someone would call me back this morning, 10/14.

This whole event has left a very bad taste for Best Buys, Geeks and all.I still have no resolution and am waiting for a call!!! I'm now at the point where only a new TV will satisfy me.I've followed all the right steps to get this resolved, they can't seem to get it fixed in a logical time frame,and now I'm mad.So, whoever reads these messages, I say the special protection plans and services are a joke.There's only been a lack of service in this instance!

[Dorothy-BBY Community Supervisor]

Hello fishpond -

Welcome to the Forums!  Allan, one of our Community Connectors, will be reaching out to you regarding your concerns.  I appreciate your continued patience!

[Allan-BBY Community Connector]

Hi fishpot,

Having your new TV in repair for a month and half would be extremely upsetting for anyone, and I can completely understand you being frustrated with how long it has taken to get resolution in this matter.

I did look into your repair and I show your TV was approved to be replaced yesterday 10/14/2009, and you should have received a call to give you the necessary information needed to get your TV replaced.

I would like to make sure you have the information needed, and I am sending you a private message. 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,

[fishpot]

Yesterday, after I posted this, I decided to attempt a final call to The Gee Squad as I doubted that they would contact me as promised. They would not have.

The call started as usual with me trying to explain to a new Geek the situation with the TV. The Geek told me a whole new direction about me having to call a lead technician  ya-da,ya-da,ya-da.  I then asked to speak to yet another supervisor, I explained theTV saga again, and this time I got a great one who settled the entire TV problem in 15 minutes.  We'll be receiving a new TV.  My only question to her was, why was she able to do everything in 15 minutes when since 9/22  I have been pursuing this same problem with a multitude of calls, customer service people, Geeks and Geek Supervisors to no avail? She was very diplomatic,corporate, and professional and merely replied that she might have handled some steps of my problem a bit differently.  Obviously she did. Baffles me, but thank God for this woman who knows her job, the process, and what customer service really means. I would like to write someone to tell them how good she is! I have her employee number, but don't know who to write to.