Manufacturer Warranties and Protection Plans

[jmusso]

Over the past several months I have made a substantial amount of purchases from Best Buy to furnish a new home. I bought a 52" Toshiba LCD TV. Best Buy installed it but every time I turn it on it always wants to search for channels. It doesn't hold wide screen format, wanting to do what it pleases. I have been trying to get it fixed since May. I have made countless calls to Geek Squad. Everyone promises to help but alas, its still not happened. The first company that was supposed to come fix it never showed up! The second company ordered a part without even looking at the TV! By describing what was wrong, they think they know whats wrong. The part has been on order for a month and promised to be in September 9th. Well today is the 16th and the part isn't in and the company hasn't even called me for a status update. After calling the Geek Squad, I was told they were going to recommend the TV be replaced due to the lack of resposne. Well, I will believe it when I see it. Even though Best Buy may be less expensive than other stores, I certainly don't feel like I want to give them any more business. Customer service, they have never heard of the words!

[jmusso]

I just received a phone call from the Best Buy extended warranty dept telling me that I had to call Toshiba if I wanted a replacement TV since no one has bothered to fix the original one. This was upsetting since I didn't ask to have it replaced, the Geek Squad person I spoke to yesterday said thats what should happen since it has take so long to get action on fixing it! All I kept hearing on the other phone was its still under manufacture warranty. This person never bothered to check on the part that was ordered that has never shown up. I just want my TV fixed! I need to get a new refrigerator but you can bet its not going to be purchased through Best Buy. So the TV is under manufacture warranty and now all of a sudden I have to call Toshiba for everything. Thats ridiculous! So it seems Best Buy sells inferior merchanidse and then rather than standing behind it and their customers, move as far away as they can get.

UGH!

BUYER BEWARE!!

[Dorothy-BBY Community Supervisor]

Hey jmusso -

Hang in there! Allan from our Community Connector team, will be reaching out to you to attempt to reach a resolution for you.  I appreciate your patience until he is able to contact you.

[jmusso]

I am hanging, but by a thin thread. My patience has worn very thin over 3 months. The first time I called in June my call wasn't even logged in. I found this out weeks after when I made a follow up call to check on the repair status. I am holding my breath that my Samsung washer and dryer don't break.

[SlappyMcgee]

Jmusso,  in the duplicate thread, you replyed that you have your tv plugged directly to the wall.  Another simple question and I apologize for the tedious and simple questions that you most likely already covered, but is anything else plugged into that outlet.   Im just curious if that wall outlet is controlled by a wall sitch to turn it on and off. 

Again I apologize for the simple questions

[jmusso]

At this point any question that solves the problem is sure welcome. But no, its dedicated to the TV. Had it installed in the house specifically for that.

[SlappyMcgee]

jmusso - Another simple question.  Are you using the factory remote or a universal for the TV?  

I know you said you had the decitacted power line installed for the TV.   Wondering if you can plug in like an alarm clock, set the time, dont install any batteries to see if at any point in time the power is interrupted on that outlet.  If so the clock will of course reset and flash. 

After searching the internet regarding your issue I have run across known power supply issue with older models.  Not sure if your model is one of them but you should contact Toshiba to verify.  

I also read part of the Black Tie warrenty plan and it states that it is effective  the day it is purchased.  I would go to the store you purchased your TV from and ask to speak with the GS (Geek Squad) manager or store manager to go over your current issue.  I understand you are extremely upset and about how this has been handled so far, and hope you can get a resolution.  

[Allan-BBY Community Connector]

Hi jmusso,

Hopefully I can do something to change your perspective of our customer service, and I can assure you I would be equally upset if my new TV was out for repair for over a month. I should also say that being asked to contact the manufacturer yourself is not what you should’ve been advised to do.

I did look into your repair, and I show that you originally called us on 8/10/2009 to request service. I also show that the parts were ordered on 8/21/2009. I would like to get you resolution in this repair, and I am sending you a private message to start that process. 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,

[SlappyMcgee]

Allan - I hope you can help him out