03-01-2010 10:56 PM
On Thursday the 25th of February my Toshiba 52 inch television bulb broke for the second time. When I bought the television I purchased the four year extended warranty. I call Best Buys warranty department that evening and was told that my warranty had expired two days earlier. I was told I needed to call back the following morning to buy another extended warranty if it was available. I called Best Buy the following morning to buy another extended warranty. I was able to afford the one year warranty for my television which cost me around $160.00 dollars, I cannot remember the exact amount. After I paid for the warranty I asked the representative if I could have someone out to repair my television. The representative then told me that I would not be able to even schedule an appointment to get my television fix, let alone get it fixed for three days because my warranty was not affected. I told the representative that this was my only television and I always bought Best Buy warranties in the past and I really needed my television fixed. He in turn told me that he could send someone out but just for a tech to come out would cost me $150 plus parts and labor. I could not afford to do so and I said thank you and ended the phone call.
Later that night I called Best Buy back and spoke to another representative and she was able to schedule an appointment for me using my warranty I just purchased without a problem. I was happy about this but I also was aggravated because I could have waited three days for my warranty to be affective. My appointment date was Monday March 1st.
I told the representative that Best Buy had already replaced the bulb sometime after I purchased the television and I had to wait for the bulb to be mailed in which took a seven days and then I had to waited for a tech to come out to replace it and I really didn't want to wait that long again. I asked the representative if the tech could have the bulb with him so he could replace it on Monday March 1st. the representative told me that would not be a problem and we finalized the appointment.
Today, March 1st 2010 I first received my phone call from the Best Buy tech in the early morning to confirm my appointment and the tech told me they would be there between 2pm and 4pm. I then received a phone call at 3:44 from the tech in which the tech stated they were running late. I waited until the tech arrived sometime later. Once the tech arrived I showed the tech my television and had everything moved so the bulb could be replaced. The tech then told me that he had to order the bulb and it would be shipped to my address. I then told the tech that the representative stated that he would arrive with the bulb. I also told the tech that this was my only television and I would like it fixed as soon as possible. He then told me that once the bulb arrives at my house I could exchange it myself. Then told me it was much easy then calling to get an appointment to have a tech come out and install the bulb because was not worth it.
I called Best Buy once again but this time to tell them I was upset that the tech did not come with the bulb as stated by the representative. The first repreative I spoke to was very nice but told me there was nothing he could do. I asked to speak to a supervisor and after several minute was transferred over. The supervisor then told me there was nothing I could do. I asked her if I opted to buy another television at Best Buy could I get some sort of discount and she told me I would have to speak with a store manager. She treated me like I was trying to get some time for free, which really angered me. I am not trying to get anything for free, I am just trying to get a television in my house that works. And if I have to wait for a part that was promised to be on hand at the time of my appointment and then wasn't to be shipped in and told I should just install it myself then that means my television is still not working. I told the suppressive thank you and ended the phone call. I am still in shock that she thought I was trying to get some time for free. I could tell my her tone.
I am twenty four years old and have been shopping at Best Buy since I began my first job at age sixteen. I have purchased an extended warranty with everything and I mean everything I have ever bought from Best Buy (that came with the option of adding an extended warranty). I have told my family and friends how great Best Buy warranty are, to the point that they get annoyed at me. I have told random people buying electronics and appliances at (another large store) how great Best Buy warranties are. I sincerely doubt I will ever praise Best Buy again.
03-03-2010 02:04 PM
03-04-2010 01:46 PM - edited 03-04-2010 02:09 PM
This sounds like a very frustrating experience in trying to set up service on your TV, and I’m sure it was very disappointing that our technician didn’t show up for your appointment with the lamp as you were told he would. I would like to thank you for being a loyal customer of ours, and I will certainly do whatever I can to make sure it remains that way.
I did look into your repair, and I confirmed that the technician was out to your home on 3/1/2010, and ordered a lamp, as you stated in this thread. I tracked this part order, and show that it was delivered to your home today 3/4/2010.
The technician should be correct that replacing the lamp on your TV is something you can do yourself on this particular model. In fact most manufacturers consider replacing a lamp on a DLP TV as a service that can be performed by the customer. There should be directions in your TV’s manual on how to do this, and if you need a copy of your manual you could get a PDF download of it here.
With all that being said I would like to make sure you are taken care of, and I am sending you a private message to offer what help I can in this matter. 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,
03-04-2010 01:45 PM
A screw piece which I think is called a thumb screw went missing off my tv while the Best Buy tech was checking to see if the bulb was working. The tech wouldn't reschedule to but the bulb back in and also closed my job on the Best Buy side, which means he told Best Buy the work was done/fixed. While he was at my house he told me I could use tape to close the panel door instead of the screw. After spending hours,I kid you not on the phone with best buy and then going into a Best Buy store I finally called Best Buy corporate office. The first person I spoke to about this was very nice and told me to contact my tv manufacture and gave me the numbers. He said if I order the part I could submit the recipe and get a refund. I called the tv manufacture and talked to three different people. They all said without the thumb screw that my tv wouldn't work. They also said that they don't carry it and to call Best Buy back and tell them that. So I called Best Buys corporate office again after talking to someone for twenty minute I asked for a supervisor. The supervisor sent an e-mail to a head tech and said I would get a call in about four hours. The supervisor said that the head tech was most likely going to have to go to a hard wear store and find something to work. I informed him that when I called the tv manufacture they said not to try to screw anything in there that wasn't the part because it would strip the area and then the tv would never work. He said it would be fine.
So I still don't have a working tv and have never received a call from Best Buy.
03-04-2010 01:55 PM
I'm like you with buying warranties for all of my products because of the service I have recieved in the past from Best Buy and this past time has gotten me wondering if they are changing policies or what. It's very frustrating being with out a piece of equipment, haven't had my business computer now for almost a month now. Seems like the moderators on these forums help things out so hopefully both of our problems are solved.
03-04-2010 02:18 PM
I read your post I am am so sorry. It is one thing to be without a tv but without a work computer seems crazy. Well over a year ago my roommates laptop had problems and Best Buy/Geek Square replace in store after they stated something was either going to take to long or two expensive to fix.
Best Buy most have changed their policies. I can think of know other reason why so many of us would be having theses problems.
03-04-2010 02:31 PM
The worst thing is its not just my work computer, it's my actual personal company that I own, only 3 of us our full time so we have what we need on our computers, now I'm stuck on my lovely Black Berry, not fun at all. I've never had a problem like this before with my computer, I did once with a TV a long time ago though. Some part burned out and lucky for me I had a cool tech who told me the part is going to take 45 days to get in, and if your product doesn't work for 30 days they replace it. Looking at the boards not so sure that's true anymore. I also see a lot of these problems are from the South East, is that where your from as well?
03-04-2010 05:10 PM
I was told to wait up to four hours by the Supervisors from the Corporate Best Buy call center for the tech to call me.
No one ever called me. I tried calling the Corporate Best Buy center it was closed.
Another day without a TV. Great.
03-04-2010 05:13 PM
I really hope they replace your laptop. I can't belie what your going through, it is so unfair.
Better Business bureau anyone?
I'm in California. I don't really think it matter where we are thought. Best buy is everywhere and porobile gives people the same service everywhere.