Manufacturer Warranties and Protection Plans

[starhelper2587]

I'm sorry!  I just tried calling them myself and a CSR answered in less than 5 minutes.  Did any of the agents actually stay on the line and perform a "warm transfer?"  That means they would transfer with you, inform Consumer Relations of your information, then bring you onto the line and introduce you to the new Agent?

[Emonroe]

Eh, I spoke with Tia with consumer relations on the phone.  Lead her to this thread as the basis of my questioning.  She either couldn't read it, or didn't bother to read it.  Either way this is what was said:

"Sir there are many factors that can come in to play, and each replacement scenario is an individual circumstance.  I don't know what model the other people you're mentioning  purchased, when they purchased it, how much they paid, any of that."

So I informed her that the reason I chose these 3 individuals is because they purchased my model, had my exact problem, and had my exact diagnosis as being the problem (Main I/O board).

To which she responds:

"Well they probably purchased it after you purchased yours."

I thanked her and said I would wait until Monday for someone on this forum who can read and consider my posts/evidence to help me out.

Nice idea though, thanks star.

[starhelper2587]

My sincerest apologies again.  I'm sure the MOD will look into the issue much further.  Try to hold out until Monday and keep us posted!

[Emonroe]

I received a call last night around 5:30 from a man named Rob.  I was in a mock trial at the time so I didn't answer obviously.  He called to say he was reading my work order and noticed that my TV's necessary part is due to ship on the 19th of May. 

He says that qualifies me for two options and to call him back.  I know what the two options are I think:

1.  Wait for the repair.

2.  Replace with the Dynex

Before I call him back I would like to at least receive a statement from someone on this forum pertaining to the 3 examples I've found.

I will say this:  I'm not hunting for a free TV.  If I am granted the original purchase price plus tax I fully plan to spend another $500 - $600 with Best Buy.  Its just a matter of finding the correct starting point.  

[Nokia]

Well you'd have to spend it at BB, because if you do end up getting what you're asking for it's going to be in the form of a store credit.

[Elizabeth-BBY Community Supervisor]

Hi Emonroe!

I've asked Aaron, one of our Geek Squad Community Connectors, to offer his assistance toward reaching a mutually agreeable resolution in this case.  You should be hearing from him shortly.

Thanks for your continued patience,

[Aaron-BBY Community Connector]

Hey Emonroe,

It’s regrettable if this recent experience does not meet your expectations, but remember that whenever products are exchanged under manufacturer’s warranty or service plan coverage they are exchanged on a technology-for-technology basis and not price-for-price. It is only when a comparable model is not available do we offer a gift card for the fair market price of the original product (or other alternative options). Any difference in price is not refunded upon exchange. Additionally, if the closest comparable model is more expensive than the original purchase customers are required to pay the difference between the two products.

As far as replacement models are concerned, whenever a product is approved for an exchange our registers automatically provide in-store associates with a list of currently available comparable products. This list is not arbitrarily decided by the store, and again, is entirely based upon a spec-by-spec hardware comparison.

I’d like to provide you some additional information, so please keep an eye on your private messages (the letter icon in the upper right-hand corner of the page) for further communication.

[astarte]

Of course a Dynex would be the first offering since it is a wholly owned Best Buy Brand and would not require an additional purchase to cover the expense from an alternate vendor

[Emonroe · Accepted solution]

This will be the final post of the thread.

With the help of Rob at BB corporate I was able to find a suitable starting point in considering an amount for my TV.  I then proceeded to accept a gift card for the amount and tonight purchased an LN46B550, one of Samsung's new B series sets with the touch of color and a nice 70,000:1 contrast ratio and 4 HDMI inputs (I use all 4).  I paid the difference myself as intended.

I am more than satisfied with this result.  As I've said earlier in this thread, I am a corporate law student, I know that the 3 instances I referenced in my thread were flukes that should have never happened.  That said, I did not want to be taken advantage of, and I think our resolution was more than fair.

Once again, I want to thank Rob for going the extra mile in making this entire experience a pleasant one.  I happily purchased another PSP for my new TV.  Hopefully buying a name brand will ensure that if anything should ever go wrong the parts will be able to be delivered promptly.  I do not blame Best Buy for not being able to find the Main I/O board of my Westinghouse, I blame them.  I neglected to mention this but I had contacted Westinghouse over a year ago for repairs on the TV, they wanted me to ship it to them on my dollar.

Lessons learned?

DO NOT CONSIDER BUDGET BRANDS WHEN MAKING A LARGE PURCHASE.

You get what you pay for.

[claudius2maximu]

im in a similar senario right now they are coming to fix my tv today although hitachi said the tv is not repairable...  That's right I spoke to Hitachi directly one of their head engineers specificly told me " We know of the issue unfortunatly there is no way to repair it.  The only thing you can do is lessen the issue by reducing some of the picture settings, ( ie contrast, color, brightness ).

so the manufacturer of the tv said the tv can't be fixed but the service guy is going to replace the main logic board anyway... can you say waste of my time and thier money.

i also looked into replacements, figured i'd get an early start, and i spoke to a few reps as well and they gave me the same answers, will be replaced with similar tech not face value.  I've fought and fought with these people way to much.  next time i need to buy a tv, im doing the smart thing ... im going to pc richards.  If they have to service 3 time the third time they walk through the door the tv goes bye bye and you get ALL OF YOUR MONEY FROM THE TV back and you choose what you want.  Not they choose what you want.

ohh did i mention i use to be an employee of BB ... that goes to sy a lot doesn't it....