Manufacturer Warranties and Protection Plans

[swoodfin79]

We have a Toshiba DLP television that we purchased from Best Buy.  We bought the 4 year PSP for the TV in November 2005. We had 2 lamps replaced in the first 2 years of ownership. In early November 2009, a few weeks before our PSP was due to expire, the TV started flashing. We contacted Best Buy Customer Service and a Geek Squad tech was sent out. He replaced yet another lamp, however this did not fix the problem.  We were told that we needed a new light engine. The light engine was replaced in mid December, however, the "refurbished" light engine that they installed was defective. The engine was so loud that we had to turn off the TV and watch a movie in our bedroom twice. We contacted customer service and they sent the Geek Squad out again. A new engine was installed last week, however, we are now experiencing periods of super bright picture, followed by a flash and a super dark picture. Apparently we have another bad light engine. The Geek Squad came out again yesterday and the tech said at this point it isn't worth working on and submitted it for replacement. He called about an hour later to tell me that my PSP was expired.... I already knew this, however this is an ongoing issue that has yet to be fixed. We originally called into customer service before our warranty expired and we have yet to have a TV that is up to par.

I spoke with someone in customer service last night and he agreed that even though our warranty had expired in November, our issue with the television has yet to be resolved and he also submitted the TV for replacement. I received a call this morning informing me that since our plan expired in November, we are no longer eligible a replacement, however they guarantee the work for 30 days, so if we aren't satisfied, they will AGAIN REPLACE THE LIGHT ENGINE! I'm just wondering why Best Buy would continue to replace a $500 part in our television and pay the repair fee 4 times instead of offering us a replacement or some sort of store credit.

While I don't regret purchasing the PSP, I'm wondering how many "refurbished" light engines Best Buy is willing to sink into this thing. Since I know we are getting refurbished parts, you can bet we will call as soon as something looks off with our picture within that "30 day guarantee" period. We have made many "major" purchases from Best Buy over the years, but I'm afraid that if they don't make this right, we will make our next major purchase elsewhere.

[Dorothy-BBY Community Supervisor]

Good morning swoodfin79 -

Ryan, from our Community Connector team, to reach out to you regarding your concern.  I appreciate your patience until he is able to contact you.  Thank you!

[Ryan-BBY Senior Social Media Specialist]

swoodfin79,

Welcome to our forums!

I was disappointed to read about the problems you are having with your Toshiba DLP TV.  I can certainly understand why you would be frustrated after having to make multiple service calls on your TV with in the 30 day service guarantee timeframe.  From what you stated we have replaced multiple light engines in your TV, just outside of the expiration timeframe on your service plan.  I apologize for this entire experience you have endured.   

I want to see what I can try to do to help you further; however, I am in need of some additional information.  I will be sending you a private message shortly.  To view your private messages, first ensure you are logged into our forums and then click on the envelope icon in the upper right hand corner of the page.   

[FrustratedinNY]

I know exactly what you mean! I am going through a very similar experience. They've spent to much money already on replacement parts - but nothing has worked. Yet, they are terrible to whisper a world about their "No Lemon" clause, which my warranty included. I just don't get it.

[FrustratedinNY]

My message didn't post correctly. What I meant to say:

I know exactly what you mean! I am going through a very similar experience. They've spent so much money already on replacement parts - but nothing has worked. Yet, they are terrified to even whisper a word about their "No Lemon" clause, which my warranty included. I'm up to FIVE visits and multiple replacement parts. I just don't get it.