Dear Best Buy Customer Care,
This letter serves as an official complaint against Best Buy outside vendor – Advisory TV & Radio Labs (Tel. 718-475-3174) – following service to my Samsung LCD television on five (5) separate occasions between November 2009 and January 2010.
Prior to my warranty expiration (Plan ID{removed per forum guidelines}, I called Best Buy in order to schedule a service appointment since my TV had noticeable color banding and “buzzing” issues, as well as a non-functional HDMI chord. At that time, I was advised to contact outside vendor – Advisory TV & Radio Labs – to schedule a service appointment.
During his first visit, the Advisory TV & Radio Labs technician acknowledged that the HDMI socket was not working properly, requiring a replacement piece. He said that once the faulty piece was replaced that the color banding and “buzzing” issues would dissipate. Weeks later, the new piece was installed and yet, the color banding and buzzing issues remained.
After several follow-up calls to Advisory TV & Radio Labs, advising them that the issues had not been resolved, the technician returned to my home for a second, third, fourth and FIFTH time, replacing additional pieces inside the TV and claiming that I “basically [had] a new TV on the inside.”
Technician’s last visit to home was during the week of January 18, 2009. While “buzzing” issue seemed to have improved marginally, color banding issue is still very apparent. Frustrated, I phoned Best Buy on January 26, 2009 for a resolution, especially since my warranty included a “Lemon Law” clause. Best Buy called Advisory TV & Radio Labs with me on the line asking for an update. Advisory TV & Radio Labs said they would speak to their technician in order to obtain a final decision on the status of the TV for subsequent submission to the Best Buy warranty department.
If not for this call, I assure you that Advisory TV & Radio would have continued to send their technician to my home, ultimately charging your insurance company hundreds of dollars on unnecessary replacement parts and labor charges – while still not fixing the core issues.
Finally, on January 27, 2009 – without advising me despite the promise to do so immediately – Advisory TV & Radio Labs sent an update to Best Buy claiming that the TV was repaired “within factory specifications.” However, the obvious color banding and “buzzing” issues HAVE NOT been resolved and I am seeking an investigation into the matter. I called the vendor on Friday, January 29, 2009 for an explanation, but little information was offered other than “the TV was repaired within factory specifications.” The person on the line – a manager – was also extremely hostile and rude.
I am willing to provide any information necessary to expedite this investigation, whether facilitating additional service visits to the home by the Geek Squad team or submitting of photos and / or videos of my TV to prove ongoing color banding and “buzzing” issues.
I implore you to review this case carefully, as it is the outside vendor’s word against mine. I am not a technician, but it doesn’t take an expert to notice that there is something visibly wrong with the picture on my TV. I am absolutely deflated following this experience and hope you can bring this case to a swift and just conclusion.
Best regards,
Cristina
@Dorothy_BestBuy
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