Manufacturer Warranties and Protection Plans

[better_nu]

I own a 50" Sony television that I have had repaired three times.  During each repair parts were replaced and the issue I was having was resolved.  I now have called to schedule a 4th repair, which happens to be for the same issue as the 3rd repair.  The service rep I spoke with claimed that this 4th repair does not qualify me for replacement because it is the same issue as before.

Reading the policy and other forum posts, I see nothing that states that a repeat issue does not count toward one of your four repairs.  There are many posts on this forum that've had repairs done for the same issue and qualified them for replacement.

My TV is not working for the 4th time.  Whether its the same issue or not, it needs to be fixed.  Is this just a way for Best Buy to wiggle out of replacing my lemon TV?

[jjohannsen]

This seems to be a common occurrence, I know someone who is fighting the same battle right now.  This way they can collect the money from the service contracts, then line themselves up for another sale at the end of the term.

[Dorothy-BBY Community Supervisor]

Hello better_nu -

Allan from our Community Connector team, should be reaching out to you and providing some clarification.  Thank you for posting!

[OldsCool]

I'm currently experiencing the same problem with Best Buy. They're refusing to honor their lemon policy by claiming the repairs that were needed were for "consumable" items. Regardless of the fact that these "consumable" items were only lasting a fraction of their expected lifetime. They also pulled the old "those two repairs only count as one" with me this morning. This makes Best Buy look very, very shady in my book. It appears they're doing whatever they can to weasel their way out of honoring their warranties. I was a loyal Best Buy customer for years and I've given them thousands of dollars of my business. For them to turn around and brush me aside this way is unforgivable.

[OldsCool]

I'm currently experiencing the same problem with Best Buy. They're refusing to honor their lemon policy by claiming the repairs that were needed were for "consumable" items. Regardless of the fact that these "consumable" items were only lasting a fraction of their expected lifetime. They also pulled the old "those two repairs only count as one" with me this morning. This makes Best Buy look very, very shady in my book. It appears they're doing whatever they can to weasel their way out of honoring their warranties. I was a loyal Best Buy customer for years and I've given them thousands of dollars of my business. For them to turn around and brush me aside this way is unforgivable.

[Allan-BBY Community Connector · Accepted solution]

Hi better_nu,

I can understand wanting your TV replaced by your Performance Service Plan (PSP) after having your TV repaired three times since you have owned it, and this is exactly the type of scenario that we included the no lemon clause in our service plans for.

You are correct that if you have had three previous qualifying repairs, and we have a diagnosis that a fourth repair is needed your PSP should replace your TV with a comparable TV; in addition any repairs that are for the same issue you had before would count as repairs towards the no lemon clause in the terms and conditions of your PSP.

A repair is when a non-consumable part(s) (lamps) is installed and due to that part(s) installation the technician determines that your TV is functioning properly. In the terms and conditions of the PSP you purchased consumable parts were not excluded from counting towards the no lemon policy, but most PSP’s purchased since then do exclude consumable parts from counting towards the no lemon policy.

I would like to try and get this resolved for you so I am sending you a private message to begin 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,

[better_nu]

Allan,

Thank you for solving this issue for me.  I greatly appreciate your help, and my confidence in Best Buy's service plan