Manufacturer Warranties and Protection Plans

[kencam]

My 40" 1080p Samsung developed burn-in lines for the second time and instead of repairing it you wanted to replace it. I went to the store thinking I would recieve a new 40" Samsung or the value of a 40" Samsung. What I got was a Best Buy card with $400 on it. The cheapest 40 " Samsung was in the $550 range. I realize that TVs are much cheaper now and I did not expect to get the $1200 I spent on the origional but I did expect a Samsung. I would have spent quite a bit of money and upgraded to a 55" Samsung that night but the whole thing left a bad taste and ended up spending my credit on a lower quality TV. I then went to Sam's Club and bought a new TV for my living room.

On top of this the store wouldn't honor a 10% off TVs coupon I had but thats a whole different story.

This former silver reward zone member is done with you guys and I plan on letting everyone I know about my experience.

[CrystalWoW Community Veteran]

Unfortunately, brand is not taken into consideration when picking out a comparable television. Things like screen size, resolution and refresh rate and technology type are what is taken into consideration. As long as you followed all the terms on the front and back of the coupon, they shouldn't have had a problem accepting it.

[kencam]

"Unfortunately, brand is not taken into consideration" Brand = Build Quality. So what you are saying is "Unfortunately, build quality is not taken into consideration"

The 10% off was in a coupon book that was sold by my son's school for fund raising. Evidently they told the creator of the coupon the exact wording to use and signed a contract with his company. They changed their minds as soon as someone tried to use it. I was told there is a piece of paper “somewhere” in the store that says they won’t honor it.

[Ryan-BBY Senior Social Media Specialist]

Hello kencam -

Allan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[CrystalWoW Community Veteran]

Brand does not always equate to build quality, especially in the tv market. They get you a technologically similar t.v., so same technological specifications. The brand is not a specification as to its quality or picture. As far as the coupon, if it was a misprint or something, they would have a retraction basically which is probably the paper in the store that says they won't honor it due to the misprint/typo.

[kencam]

Of course there are exceptions like Vizio, but for the most part I totally disagree with you. There is clearly a difference in quality of construction. I paid a premium for that quality when I bought my original TV.

As for the coupon book, it was not a typo. It sounded more like it was someone at Best Buy going "OH CRAP! You can't do that!" well after the fact. The sweet old guy who does those coupon books was very embarrassed over the whole matter. Best Buy should take lessens in humility from him. It sure would beat the condescending grin I got at the store.

[kencam]

So I finally took the replacement TV out of the box. The sound quality isn't nearly as nice as my Samsung and it only has 2 HDMI Ports. 2 HDMI PORTS?!

[CrystalWoW Community Veteran]

You can definitely exchange the one you got for whatever you want and pay the difference. Basically you will have a credit for the value of the replacement t.v.

[kencam]

I love your solution! You think I should go back to Best Buy and spend more money so I can get a replacement TV that is on par with my original. I was thinking Best Buy should have replaced it with one of equal quality to begin with. I can't imagine how I got such a silly idea in my head!

[Allan-BBY Community Connector]

Hi kencam,

I do see that your 40 inch LCD TV purchased on 9/1/2008 was approved for replacement by your Performance Service Plan (PSP), and I really am sorry that you are not happy with what you are being offered as a replacement.

The store that processed this replacement should be replacing it with the most comparable model, and this determination is made by us (per the terms of your service plan). I can say that we are not required to replace a TV with the same brand, but the store should be offering the most comparable model.

It sounds like you understand that technological advances that happen over time can result in the replacement TV costing less than you paid, but that you feel like the Toshiba you received as a replacement is not truly comparable.

I am sending you a private message to discuss this further, and hopefully we can end up getting this resolved for you. 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,