Manufacturer Warranties and Protection Plans

[jbissard]

I called up yesterday to get service scheduled on my 62" DLP TV. Was told that the computers are down, and that someone would call me within 2 business days. Come on! Two business days for a technology company!?!? Called up again today, and after being on the phone for 30 plus minutes, the only appointment time they have available is next Wednesday! Ten days from the date of call. I just renewed my PSP too last month,and this is the kind of 'exceptional customer service' that I get?

[Miranda]

I don't know what to tell you as far as the computers being down. We do have issues sometimes with regards to programs going down from time to time, so it's completely plausible.

As far as the earliest appointment being next Wednesday, a lot of it depends on what kind of schedule is available for the agents coming out to perform the service. It's entirely possible that the agents coming out have appointments scheduled up to that point, especially if you live in an area where there's only one store and a decent population size. My area, for example, only has one Best Buy within 60-70 miles, and to schedule an agent to come out to my home one time would have been a 2 week wait. There are a lot of factors that go into the scheduling of agents coming out.

[Elizabeth-BBY Community Supervisor]

Hi jbissard,

Allan, one of our Community Connectors, will be reaching out to you shortly.  Thanks for your patience!

[jbissard]

It's just so frustrating waiting that long. I know that the world isn't going to end or anything, but 10 days for someone to even come out to look at it, is an awful long time. That's my baby, and I like spending time with her, and now, well...

[Allan-BBY Community Connector · Accepted solution]

Hi jbissard,

I can completely understand wanting your TV repaired as soon as possible, and I truly apologize that the systems needed to schedule your diagnostic appointment were not working yesterday when you called.

When you called today you should have been given the soonest available appointment for the technician that services your area, but I would be more than willing to look into this and make sure you have the soonest appointment available. I am sending you a private message, and to check your messages you should make sure you are logged into the forum and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,