Manufacturer Warranties and Protection Plans

[rjohnson1281]

My terrible protection plan nightmare began with my Westinghouse 42' burning out a power supply. I wasn't happy that my TV broke, but I was happy at the time that I bought a 4-year product protection plan. However, my experience with trying to get my TV fixed/a replacement has been a complete nightmare.

When I brought my TV in, on June 6th, I was told the TV would be out for repair for up to three weeks. This being my only TV, I was not happy about this. I was told that I would not be given a loaner, but that the TV should be fixed within the month.

After over a month had passed, I got tired of waiting and contacted Best Buy geek squad. An employee informed me that due to the part being on backorder for over 30 days, I was entitled to a replacement. The part was ordered on June 11. I followed up a day later, and was told yet again that I was entitled to a replacement since I have been waiting for a part for over 30 days.

When I arrived at Best Buy to finally get the replacement, I was told that since a part had been ordered, I could not have the replacement. Despite being told on two separate occassions that policy dictated that I was allowed a replacement, I have not been able to get one. Geek Squad is now telling us that a part *may* arrive this weekend (but may not), and if it does arrive, it could be well over a week between repair and shipping to get my TV back.

I further learned today that they had already ordered *one* part, was not able to fix it, and we're waiting for a *second* part on order. How many tries and how long are we expected to wait without a TV?

In other words, it will be over 6 weeks between bringing my TV in and getting it back without being given a loaner. If I were to bring a TV back for a refund after 39 days, I would not be allowed a return, but somehow Best Buy is allowed to go against their own policy when it suits their best interest. To top it off, a floor manager actually suggested we BUY a new TV and return it within 30 days. Why would we spend all of this money and purchase a new TV when we've already had such a terrible experience?

For any customer reading this, don't ever buy a Best Buy Protection Plan. It's more of a "give us over $100 so we can hold on to your electronics for 2 months while doing a $50 repair" plan.

As for me, I'm absolutely done with Best Buy. I've been a loyal customer for over 8 years, and I don't ever plan on going back.

[Elizabeth-BBY Community Supervisor]

Hi rjohnson1281,

Dorothy, one of our Community Connectors, will be looking into this and replying to your post within the next few business days.

Thanks for sharing your story!

[Dorothy-BBY Community Supervisor]

Good afternoon rjohnson1281 -

Being without your television is never a fun experience, particularly if it is the only unit that you have in your house. I can completely understand your frustrations, and it sounds like you have been more than patient with the service time on your unit.  I would like to thank you for that, and also apologize for the conflicting information and service times you have experienced.

While I cannot fathom what the delay might be on your repair or exchange approval, I would be more than willing to try to assist you with this matter.  I am sending you a private message so please be on the lookout for it.  To check your private messages, first ensure you are logged into the forums, then click the envelope in the upper right hand corner. 

Thank you,