Manufacturer Warranties and Protection Plans

[starscream]

Been dealing with repairs on my 50" Insignia plasma. This last time out they replaced the whole mainboard and it did not fix the constant flicker, screen shifts every now and then with pic going down then back up. Was told if that didn't fix it then it was probably the actual panel at fault. I talked to corporate and was told I need an RMA # for a "no lemon junkout". After getting this I can take the confirmation number in to my local store and exchange for a different tv after the customer service supervisor looks up the confirmation # on best buy toolkit. I never got sent the RMA # and when I called to inquire further about it was given the runaround and told they would just setup another service and send the repair guy back out. This is unacceptable. I have spoken to our family lawyer about the situation and have been told to just tell him when and he will get the ball rolling on taking Best Buy to court and not only charging them for the tv price but also for the time lost taking off of work every single time a repair is scheduled and we have to take off work to be home. I have also spoken with my credit card company whom I purchased the set on and they are willing to work with me if I file a dispute over the charge and will reverse the charges on bestbuy. I don't wanna have to go through all this and I'd hate to do it as Best Buy has been my #1 source to buy electronics, especially blu-ray's over the last few years. That said however, I will not hesitate to initiate a court case if need be. We don't have enough money to just purchase a new set and this is our only tv in the  house so we can't go without, especially with a 2 year old who loves her cartoons. I need help getting this RMA# asap.

[Dorothy-BBY Community Supervisor]

Hello starscream -

Allan, from our Community Connector team, will be reaching out to you regarding your concern with your television repair.  You should hear from him in the next day or so.  Thank you for your continued patience!

[Allan-BBY Community Connector]

Hi starscream,

Having to take off work every time you have had a technician out to your home would be inconvenient for anyone (and expensive as well).

The representative you spoke to in your local store was correct that in order for us to replace a product covered exclusively by the manufacturer’s warranty the manufacturer would need to issue a Return Authorization number to us. I should say that the manufacturer would only do this if they determine that your TV is un-repairable, or they feel like the repair wouldn’t be cost effective to continue.

I did look into your repair and I show you first called us to set up service on 10/27/2009, and we had a technician out to diagnose the problem on with your TV on 10/28/2009. I show he ordered the part the same day, and installed it on 11/6/2009. I show that he determined that your TV was working correctly the same day, and he closed the repair as being completed. I then show you called back on 11/7/2009 stating that you were still having an issue with the TV, and you were scheduled to have a technician come out on 11/11/2009. I now show you called today to cancel the appointment for tomorrow.

If you would like my personal assistance in this matter just send me a private message by clicking on this link in my signature, and I promise I will do my best to get this resolved for you!

Thanks for posting,