Manufacturer Warranties and Protection Plans

[fishhead]

I ask because BB is lying to me.  I bought a 56" Panasonic in early 08 with a $300 BB warranty.  The lamp went out a few weeks ago.  BB set up a subcontractor to come out to look at it.  I told them "I need a new lamp".  They showed up and said "you need a new lamp, I'll order one right now".  He got on the phone with Panasonic, ordered it and said "it'll be sent to our shop as soon as BB authorizes it".  I waited two weeks, called the subcontractor whose customer service told me BB hadn't found the part yet, so I called BB customer service who told me the part was unavaillable.  Well, Panasonic has the part.  BB doesn't want to pay for it, they want me to buy a new tv, which, if I do, won't be at BB, as they're losing my business.  I see their warranties have almost 3000 complaints at the Better Business Bureau and was wondering if anyone, ANYONE has had a good experience with a BB warranty?  I figured I'd ask the BB community before I get my lawyer involved

[GeraldRose]

If BBYs contractor said you need a new lamp, and it's BBY who is not willing to pay for the item, that just makes little sense for a few reasons.

1.) Although you mentioned this was a couple of weeks ago. How do you know there isn't just a delay?

2.) I am not positive but it would make a lot more sense that BBY in fact orders your part, and not this contractor. He/She isn't going to order it from Panasonic, and THEN wait for BBY to pay for it.

3.) You say BBY wants you to buy a new TV, but you seem to either not know or are forgetting that although BBY technically doesn't call this "insurance" it is underwritten just like any insurance policy. Essentially, BBY pays a company (used to be AIG, years ago) to cover all expenses related to fulfilling the warranty. Then AIG comes up with a number saying what it costs to do that, then BBY turns around and sells you a plan based on the cost they paid and an obvious markup for profit taking. After the plan is sold BBY doesn't really care whether the plan is used or not. They have already paid AIG to underwrite it. Obviously, if 90 out of 100 people start using it, then AIG charges more which means BBY charges more, which means you pay more, but again BBY isn't out any more money whether you use your plan or not.

Just a little info for you.

Oh and for the record I have had great success using my service plans in the past. Never used it on a tv like you but still never had a problem. Also, for the number of units sold I say the majority are satisfied with the services rendered.

[Keriokeeee]

Not only don't they honor their warranties... I don't think the word "Honor" is anywhere in Best Buy's business plan, or general attitude.

I have encountered MORE AND MORE people who feel as we do.  I will never EVER even enter a Best Buy again!

[Vashie]

I have nothing but good experiences with BB and the warrenties i have bought.

My 1st TV i bought was a 42" 720p LG, it had some major problems with it after the first week of owning it so i took it back.  They geek squad took a quick look at it, and asked, would you like a replacement or pick out a new TV.  I went to go look at the TV's again and picked up a 40" Samsung 550 series, which i decided to buy the warrenty for.   Almost a year later the sammy would lock up whenever switching inputs on the TV, then just shut off.  When i took it into geek squad they saw what was happening and told me, you can choose a new TV for the same price i paid for the old one  ($1100) or i could pick one that is more expensive and pay the difference.  I chose a 46" 650 Series Samsung and haven't had a problem with it since.

Every time i have gone to bestbuy to return something/replace a defective product i have never had a problem.

[mrpmpfan]

3000 complaints out of millions of customers is pretty dang good.  As for a majority of those complaints they stem from a foolish customer thinking just because they bought an extended warranty they are granted unusally high standards of warranty replacement.  So Best Buy could care less if they lose one customer expecially if that customer is trying to get a free new TV.

[Keriokeeee]

Vashie, Do you work for Best Buy?  Or does a family member?

Because outside of this forum, I have heard a horror story from EVERY person I talk to about Best Buy and their customer relations in general.

In the store you can get no help.  Over the phone, forget about it.  The internet? HA!!!

And if anything breaks, you might as well throw it away and go to any number of their competitors to get a new one. ( I tried to name several of the competitors but the clever little BB computer folks won't let you do that here...)

The ONLY "happy" customer stories I have heard are a tiny handful on here... and most repliers on here are employees of Best Buy.

(Although, the employees of Best Buy I talked to in person, told me they didn't get THEIR warranties honored correctly EITHER!  and they were managers!)

This is Best Buy policy... duck and dodge and be rude until the customer goes away...

Like they have said in this string... what's 3000 angry customers to them?  (of course those are the ones who were moved enough to report them to BBB... probably 10%... so it is really 30,000 I am sure)... But, who cares! 

Not Best Buy!

[mrpmpfan]

Well I have a laptop that is a year old with the extended protection plan through Best Buy.  And when my battery started to go out they replaced it in 2 days.  So no complaints from me but just because you tell us the parts of the story that suite your story best doesn't mean its true.

[mstng87gt Trusted Contributor]

mrpmpfan,

This is the kind of thinking that would ruin Best Buy.  You don't  care about one customer but when one customer has 30 friends its not 30 customers you just lost.  Now the 30 friends all have their 30 friends who will know longer shop at Best Buy and your starting to get introuble as the word gets out. I am not saying That will make a dent but the more and more that employee talk down to customers and give false info the more customers Best Buy as a whole will lose. All of this because of the one or two employees that in my eyes and other peoples eyes should not work for Best Buy or need some customer service training.  Now I have read plenty of threads and see people that don't deserve anything or that received help and should not be complaining but regardless you should not be talking down to anyone on here and hopefully you don't in the store you work in.

[mrpmpfan]

I have never stopped shopping somewhere because my friend is an idiot and doesn't know what an extended warranty covers.  I am a free thinking indivdual who will stop shopping somewhere when I deem it necessary.

[mstng87gt Trusted Contributor]

Would you deal with a sales person you talked and or acted like you?  If so how would you react if they called you foolish.  And you have given out incorrect info on this site so I would think about what you say.