Manufacturer Warranties and Protection Plans

[awtherfrd]

I purchased a Samsung TV and a Samsung 5 disc home theater surround sound system last spring. On February 13th my surround sound system caught fire and started bellowing out smoke. I returned the receiver to BB on the 14th. At that time I was told they had to send it off for repairs as that was the policy but if it is true that it caught fire they will for sure replace the product.

I was given a receipt that said my receiver would be fixed or replaced by March 17th. Since then I have followed the status of my ticket on Geeksquad.com. After I had noticed that parts had been ordered and then after that more parts had been ordered I called the store to inquire what they were planning on doing with my receiver. I was told that they were fixing it and that they had ordered the wrong parts.

After two more phone calls and a total of five different orders for parts (what I was told by the store Geeksquad employee) I am told they have no idea when it will be fixed or what is wrong with it.

Being that the receiver caught fire and the amount of time it has taken to fix it there is something seriously wrong with this particular receiver. At this point how am I to be reassured that even if it can be fixed with the 6th, 7th, or 8th try that it will not continue to be a problem? 

With my one year warranty nearing its expiration I am afraid that I will be returned a defective box that will only break again as soon as my warranty is up.  

I have the service number if you need it.

[Elizabeth-BBY Community Supervisor]

Hi awtherfrd,

I've asked Dorothy, one of our Community Connectors, to look into this for you.  You should hear from her in the next few business days.

Thanks for your patience!

[Dorothy-BBY Community Supervisor]

Good afternoon awtherfrd -

My, how scary it must have been to have your stereo system catch fire and smoke to come out of the speakers! I know that would definitely be unsettling if it happened to me. I am hoping that no one was hurt!

At this time, I am not able to tell you why your unit is taking so long, or what is being done, but I definitely would like the opportunity to look into it.  I am sending you a private message to gather further details, so keep an eye out for this.  You can check your private messages by first ensuring you are logged into the forums, then clicking the envelope in the upper right hand corner.

I look forward to hearing from you.

Regards,

Dorothy

Community Connector

Best Buy® Corporate

[awtherfrd]

I appreciate your quick response and I have received your private message. Just to clarify the smoke only came out of the receiver/DVD player not the speakers.

Honestly, I at first thought the smoke was steam as there was a razor commercial on with a woman in a shower. I was actually thinking wow this TV is sharp, that steam almost looks like it is coming out of the TV. Then the sound went out and I smelt the acrid smell of burning electronics.

No one was hurt and I am quite relieved it was not the TV.

[MobileExpert]

Lol, kinda funny that you thought it was steam. Finally, TV in 3D!

[awtherfrd]

I talked with the Geeksquad agent at the store I returned my reciever to and was told that the service department updated them and said they are awaiting more parts and have no eta. I was told that a request was put in for an escalation the last time I called and if they choose to escilate the issue they will call me in a couple of days.

I do not feel really assured when I am told "they may choose" to escelate my ticket and that they can not tell me anything other than "awaiting parts" and "have no idea when we will get them." This has been the case for over two weeks now.

Can someone just tell me what is going on with my reciever and when and if I will ever get it back? Flat screens have amazing picture quality but their speakers sound like a couple of tin cans attached by a string. I need my 5.1 surround.

[awtherfrd]

Please disregard my horrible spelling.