Manufacturer Warranties and Protection Plans

[barnetbeth]

We have had absolutely nothing but problems waiting for our 42" plasma to be returned to us & I just don't know what else to do! The picture randomly stopped working mid-show but the sound was fine. The local repair shop BB uses picked it up 5 weeks ago & not even once during this time have they proactively called us much less returned it by now. We have called the toll free line, direct to the shop etc... & been told something was fixed then something else didn't work etc. Now it has been almost 2 weeks since last contact again & I just cannot believe this is supposed to be the service level we get for $250 extra + tax on a warranty! We have been long time loyal BB customers since our store opened including multiple appliances but we are so done with this company. Please if anyone has any success stories on what to do in order to get someone to care & help, let us know.

[Dorothy-BBY Community Supervisor]

Good afternoon barnetbeth -

Allan, from our Community Connector team, will be reaching out to you regarding your concern.  I appreciate your continued patience until he is able to make contact with you.  Thank you!

[Allan-BBY Community Connector]

Hi barnetbeth,

I need to start by saying that I truly do care about your issue, and I would be more than willing to do my best to try and help you get a working TV as quickly as possible. I can also say that five weeks without a working TV would be a challenge for any family. The fact that you have been unable to get an accurate status of your repair is definitely concerning, and I should be able to help with that.

I can’t answer as to why this has taken so long (being that the repair is being performed by a local service center), but I will try to get those answers from them. I am sending you a private message in order to begin the process of getting this resolved for you. 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,

[barnetbeth · Accepted solution]

I just wanted to post an update for others that may have a similar problem to ours. The BB rep Allan did follow up with me as stated and after about another week of various delays while he discussed with repair, he was able to give us authorization for a replacement TV. We did have to go pick up our old one at the "repair" shop and then took it to the store for an employee to choose a comparable TV. They claimed to have replaced a "board" 7 times but it would never work. Call me crazy but I don't think they should  make a customer that paid $250+ tax for a warranty wait while they order 7 different parts to try. All the while not following up with us to report the status by the way. BB really needs to find a more professional company to handle warranty work in my area.

The process in store was only about 30 minutes overall and they did replace with a relatively comparable TV from what I can tell. After dealing with all this, I was expecting the lowest level possible level & to have to debate why it isn't comparable but they happily didn't do that. There was no discussion however, he just showed as what we were getting. The prices have come down about 50% in 3 years so I'm still not too sure the extended warranty is worthwhile when you figure that market adjustment with the cost of warranty and being without a TV for 6 weeks. They have come down a bit to only $169 for the 4 years because of the lower cost of tv's I would imagine.

I am happy & thankful at least that BB corporate cares enough to give us access to these forums and not leave us completely dependant on the outside agency. Happy to have a larger TV to watch again too :-) Thanks Allan!