Manufacturer Warranties and Protection Plans

[Bromo]

An Exercise in frustration

My story starts 03/18/06.  I purchased a Magnavox HDTV (42MF230A), at the time the TV was commanding a price of $1799.99 plus tax ($108.00).  Now, regarding this as a major purchase, I heeded the advice of the sales person and, purchased the PSP…… 4YR <$2500 Plasma TV PSP for $299.99…….Glad I did……

My First Call to BB was handed over to the geek squad, on, or about 07/25/09 for a lack of picture on the afore mentioned TV.

First tech arrived 08/07/09. (On time and polite)  Unfortunately he didn’t have the correct parts…. Understandable from my perspective…….”First tech” called dispatch I assume, explained the matter, and, set a date for the next earliest appointment 08/21/09.

“First tech” arrived for the second time. (On time and polite) He replaced a board, which did not solve the problem. Again, “First tech” made a call to dispatch to reschedule another appointment. He was informed that the earliest available appointment would be on 09/01/09.

3rd appointment.

I have a new tech now.  Second Tech arrived 09/01/09 (on time and polite).

“Second tech” replaced the board first tech installed with a new first board and replaced another board along with the first. …….. Still no picture.  “Second tech” informs me that this in fact might be a lemon.  “Second tech” called dispatch to inform them of the problem that still exists.  While waiting for another appointment, “second tech” is reviewing one of the boards that were newly installed, pointing out the fact that he believes the new board may be bad. “Second tech” explains the problems with trying to “fix” anything when faced with inadequate replacement parts.  I sympathize with “second tech”, (and I’m the one without my TV) so, I bend down to take a close look as well, and, look at the board.  Yes ….. It does appear suspect. (I have had some experience with capacitors in the past)  “Second tech” informs me that dispatch would like to schedule another appointment for 09/15/09.  I agree to it, and, mark the calendar for the date. “Second tech” now starts to remove the newly replaced boards; the second board, for the suspect capacitor, and the first board because the second board may have compromised it when TV was turned on.  “Second tech” does in fact apologize for the problem and length of time that has passed since the ticket was opened. (Kind man)

“Second tech” arrives for the 4th appointment 09/15/09 (on time and polite).

“Second tech” brings in 3 boxes; all sealed, and promptly begins removing and installing 3 new boards.  Still no picture.  Clearly a bit frustrated (I couldn’t blame him) “second tech” begins testing various boards …not sure which secondary board it was, but it started smoking while testing it.  I mention to him “its smoking”.  “Second tech” makes a call ….. The word comes down, “it’s a lemon”.  “Second tech” hands me a number on a long receipt, and, tells me this is your claim number.

09/15/09 I drive to the closest Best Buy that afternoon with my Lemon.  Customer service helps me to lift it out of the vehicle.  I present my number, and then I’m escorted to pick out my TV.  The young lady tells me “you can have this one here” $599, “or, you can have this one here” $699. My reply is; while my head is trying to figure out what the h*** is going on.  I don’t think I’ll go with Plasma what about an LCD?  “Sure you’ll just have to pay the difference.”  “Pay the difference?”  “Sure, you can apply the cost of this replacement TV toward the purchase of your choice.” “I shelled out $2,217.97 with a PSP that attempted, however, Did Not fix the set.”  The reply from the young lady was surely a trained response; “But sir, you’re getting a better set”, debatable at best in my mind at the time.  My reply; “do you honestly feel that this is fair compensation?  I didn’t receive an answer to that.  However, I was informed; “you’ll have to purchase a new PSP for the new TV if I wanted the coverage”...  To say the least, I was appalled with the experience.

I proceeded back to the service desk still in complete amazement in regard to the situation.  I told customer service that this was ridiculous, and that I wouldn’t be making a choice

of either choices provided to me.  “That’s fine sir, but you’ll have to take the TV back with you.”  “This is simply outrageous” I said in low tones.  And as I made my way out with the TV in tow, one of the floor people in uniform within ear shod exclaimed “can’t believe you’re being so kind about this.”  My reply was simple and kind to the floor person.  “Why should I get angry about this, that’s what Lawyers are for.”

Let’s see …… $2,217.97 with tax and PSP

3 years later.  At best, I’m offered a $700 replacement and still have to pay for another PSP @ $300.

 2,217.97 ….. TV (3 years old)

 - 700 ………..New TV

$1517.97    

+$300.00     Now add another new PSP

$1,817.97   Loss!

Wow!  Talk about taking advantage!

Oh,,,,, I forgot about the tax on the “new” set.

Bromo 

[Dorothy-BBY Community Supervisor]

Hello Bromo -

Welcome to the Forums!  Allan, from our Community Connector team, should be reaching out to you to provide some clarification.  Thank you for sharing your experience.

[Allan-BBY Community Connector]

Hi Bromo,

It sounds like you went through a long repair experience, and I’m sure not being offered what you felt would be an acceptable replacement TV for the one you had left you even more frustrated than you already were.

I do show that your TV was covered by a Performance Service Plan (PSP), and although this plan is intended to repair your TV it would replace it with a comparable model TV (as determined by the store that processes the replacement) under certain circumstances.

The store that processes the replacement of your TV should never take into consideration the original purchase price in determining what a comparable model TV is. I show that you had a 42 inch Magnavox Plasma TV with a maximum resolution of 720p. The store that you went to process the replacement at should have offered you a 42 inch plasma TV with a maximum resolution of 720p.

I do see that the current selling price of any comparable model TV’s we carry is far below what you originally paid, but I should point out that the terms and conditions of your PSP do say that due to technological advances your replacement TV could have a lower selling price than what you originally paid for your TV. I show that we carry four models that are comparable to your TV, and they are currently selling for anywhere from $599.99-$679.99 right now; If you want to see these four models you can click here.

The store was correct that if you wanted to get a TV that was more advanced than the one you had you would have to pay any price difference between what a comparable model TV sells for, and the TV you would like to get.

I am sending you a private message to offer my personal assistance in get you a resolution in this matter, and 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,