Manufacturer Warranties and Protection Plans

[lightpaladin]

My wife purchased a LG LED 42'' television for me during the holidays as a Christmas present. We finally connected the television up 2 weeks ago and it has already stopped working. I understand that the television is under warranty,but dealing with LG customer service is almost impossible. I see that we qualify for the holiday extended return policy, but seem we have missed it by a little over a week. We are willing to either swap the television for the same model, or put a few extra hundred with it to buy a Samsung (which we would rather do). We have the original receipt and the original packaging to the television. Will my local best buy be able to assist me?

[lightpaladin]

Just to give an update.... I went down to the local Best Buy to see what they could do for me. The customer service rep, was very nice but informed me that the manager doesn't even have the ability to override the return. Are you serious? Has Best Buy gotten so horrible with their politics that the manager has as much ability as a sales associate? Unbelievable. I understand that it's not Best Buy's fault completely that the television went out, but I do feel like they should take some sort of responsibility for selling the product in their stores. Just wish my wife would have researched it before hand. 

[Mbrguy Emerging Expert]

They do take "some sort of responsibility" for the products they sell. They offer a return period and they offer assistance with warranty repairs with their Service Center which can honor most of the Factory Warrantiea on your major electronics.

[lightpaladin]

I'll with you to a certain extent. I understand that even some of the best products will have the occasional bad egg, but after researching this television, I see that the problem I am having is fairly common. I guess what I am saying is that I wish they just payed a bit more attention to their customer complaints and pulled the tv from their stores after so many returns.

[lightpaladin]

^ I'll agree*

[Mariel-BBY Retired: Community Connector]

Hello lightpaladin -

Marti from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Marti-BBY Community Connector]

Hi lightpaladin,

How disappointing to have a gift like this turn out to have issues. We do try to make sure our customers are aware of our return policy but things happen and sometimes the date gets missed. The store was correct in that it is very difficult to override the system. That being said, I am doing more investigation to see what our options are for you. I do know that our Geek Squad can service your TV which might be a better solution for you. But, let me look into this further and get back to you with our options.

Thank you for your patience and you will hear back from me just as quickly as I can.

[picto]

Wow, it seems like all of these sets are lemons! I just posted my disappointing situation with my dead LG on another thread talking about the exact same problem

[miss5377422]

I spoke with a tech earlier today and he does warranty work for different manufactures. He said they were all pretty bad. Ive been dealing with Samsung and their CS is horrible! In fact when you ask to speak with managment it sounds like the person on the other end is a gangster out of compton! Trust me when I say Samsung is no better.

Perhaps is your wife paid with her credit card Ive been looking into something called cashback. Where the retailer has to refund you your money based on there BS faulty products with NO HELP! ood Luck

[lightpaladin]

Yes, she did pay with her credit card. Unfortunately it was a best buy credit card 

Also, here's a reply I received from Customer Service:

Thank you for contacting Best Buy.  I understand that you are having some difficulty with an LG television your wife purchased as a Christmas gift for you.  I do apologize that you are not able to fully enjoy your television currently.

Thank you for providing your customer service pin, using that I have located your original purchase details.  As you mentioned, the television was purchased on 11/25/2011 and you are correct, the purchase qualified for our extended returns/exchange period through 01/24/2012.

There are some cases in which an exception to policy may be made although it is at the store manager's sole discretion to do so.  I understand that based on some reviews you have read that you would prefer to replace the television versus repairing it through the manufacturer.

I have contacted the store's general manager, explaining your circumstances and request as well as asked for a follow up call or email to you with resolution.

I apologize for the inconvenience and expect to have resolution in a timely manner.
Please do not hesitate to contact us with any additional questions or concerns.

Warmest regards,
Catrina
Best Buy Customer Care

Received that 3 days ago and still haven't heard anything.