Hello,
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.
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Dorothy-BBY
@BBYGamerMom
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