Manufacturer Warranties and Protection Plans

[johnanddottie]

I reported problems with my TV/BD Combo on 8-22-2010.  Unit was purchased on 7-24-2010 along with 2-year protection plan.

Today, at the end of the first month waiting for a resolution I was told again that a replacement confirmation order in two or three days by telephone.

I was given the similar information on 9-9-2010 when the time delay would be 3 - 5 business days.

And yesterday I received the same information when I was told it would be in about an hour.

It is beginning to irritate a bit.

I never receive any calls as promised.  Is this a way to get me off the phone?

Should I really expect a reply?

How much longer should I wait before calling again and going through the same business of explaining why are you calling?

[johnanddottie]

a correction on purchase date - it was July 6th, 2010

[Dorothy-BBY Community Supervisor]

Hello johnanddottie -

Justin, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for your continued patience!

[Justin-BBY Community Connector]

Hi johnanddottie-

I sincerely appreciate the time you took for addressing your concerns with us here on the forums.  On the other hand, I'm disappointed to recognize you're having issues trying to reach a resolution on your Insignia® TV/BD Combo.  I will do my best to intervene on this situation, and hopefully relieve you of the work you've already put into receiving a replacement. 

Upon researching, I have the necessary details on your Insignia® television experience up to this point.  Additionally, I will disclose more information to you through a Private Message.  Please click on the letter icon in the upper right corner while logged into our forums for further details.  In the meantime, feel free to reply to this topic or if you wish, you may send me a private message by clicking on the link beside my name. 

Thank you for reaching out to us here on the forums!

Regards,

[johnanddottie]

And what would you suggest today?

[johnanddottie]

Again it is past the time that you and BestBuy have set for a reply concerning my non-repairable TV/BD Combo.

[Justin-BBY Community Connector]

Hi johnanddottie-

I have some news for you that I'll share via private message.  You can check your private messages by selecting the envelope icon while logged into our forums.

Regards,

[johnanddottie]

Thank you Justin for your help. It is really a shame that it took your participation to bring this to an end. Do I consider this as problem solved?  Absolutely not! I cannot imagine such lack of cooperation from any customer service.     After one month and one week the TV/BD Combo was returned and I was issued a card with my full purchase price and more importantly my Black Tie Protection Plan has been prorated and refunded.  Lesson learned.  I think it is a very lame excuse to say that the long delay was because no product number was available to the BestBuy representatives.  Most of the associates in the stores have been superb.  Customer service stinks. 

[Justin-BBY Community Connector]

Hi johnanddottie,

Thank you for the update!  I'm happy to help and thank you for the kind words you expressed.  If there's anything else I can do, let me know.

Regards,