Manufacturer Warranties and Protection Plans

[smeece5703]

My 62in Toshiba DLP has not worked since October 18th. Long story short, when we first bought the TV, we had to have THREE delivered before we got one that wasn't cracked...meanwhile our "warranty" is running out without even having a TV. We have had one defective lamp shipped to us, waited for another one to ship to us, got that and it didn't work, called to have electronics store pick it up, found out the problem, ordered optical block (light engine), finally got that in and it was DEFECTIVE, now waiting on it to be REBUILT! According to BEN in theater's part customer service, there are NOOO other light engines in this world he can ship to me...none! Man, my TV must be one in a million! I find this very hard to believe and unacceptable. I was told there was nothing he could do and deal with it basically. I have a family of four that have been spread out throughout the house in different rooms for a month, we are paying for high def, digital cable, etc for a month for nothing, not to mention missing a fourth of the football season so far! We are supposed to have Thanksgiving at our house...that will be canceled if we have no TV. I'm not having a bunch of men here staying at four walls. Best Buy does not care! I told Ben that I have a VERY bad taste in my mouth from this whole experience and he basically got upset with me and asked my why!! Really? You have to ask?!

I emailed customer service on Monday and I still have no response. I BELIEVE it says 3 business days. I do not believe in the slightest that there is not another part for my TV available. I, like so many other FORMER customers, get the run around. Since our main TV has been gone for a month, I truly expected Best Buy to offer a "loaner", a replacement, a gift card...something. Nope, not as much. Great customer service Best Buy has! If there are no parts available for my TV...I honestly am scared to get it back! I don't want it.  You'd think as big as Best Buy is, they'd take care of their customers. What is $2000 to them? Not much. In this day and age, with Facebook, MySpace, etc, you'd think they would be more customer oriented. Word of mouth means so much more nowadays than ever before.

[smeece5703]

called electronics store today...another TWO weeks!!!! i may not have it for Thanksgiving...i'm soo upset i could cry! this is just ridiculous.

[Dorothy-BBY Community Supervisor]

Hello smeece5703 -

Allan from our Community Connector team will be reaching out to you regarding your repair concern.  I appreciate your continued patience!

[Allan-BBY Community Connector]

Hi smeece5703,

This sounds like it has been an uphill battle to get your TV repaired that is covered by a Performance Service Plan (PSP), and I can certainly understand you being skeptical that there are no Optical Blocks available for purchase that would resolve the problem with your TV. I also agree that it should be very important to our company that we provide every customer with the best possible customer service, and I can assure you that we do expect this of every representative of Best Buy®.

I did look into your repair, and I confirmed that the service center that is repairing your TV has sent the optical block out to be repaired because they were not able to get another optical block. This could mean that the parts vendors they are contracted to get their parts from don’t have another optical block available for sale, or it truly could mean that this part is no longer being made by the parts manufacturer themselves.

I would like to look deeper into your issue, and do my best to get you the quickest possible resolution in this matter. I am sending you a private message to start that conversation. 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,