Manufacturer Warranties and Protection Plans

[manlytigger]

I have a MAJOR problem with my extended service plan. I purchased a 46" Sony Bravia LCD in Dec07. Aug 23 09 my tv wouldn't come on. I did all of the unplug/reset procedures, nothing. I called the Geek Squad on Mon Aug24, they gave me a pickup date of Fri Aug 28. 20 mins later I received a callback and was informed that Triad Electronics couldn't service the Sony. They assigned another service provider. He didn't come to look at TV. His customer services were awful. I told him the number of flashes on the diagnostic led. He ordered a part. He informed me on Thu27 that he was leaving for vacation on sat for 9 days and if part didn't arrive I would be put back into "pool" I called several times about this guy, no one seemed to care. He called me on Sat morn to say he was leaving. I called in AGAIN and was told that it would be Mon before they could do anything. Triad Electronics picked up my tv on mon eve Aug31 (the same guys that couldn't work on Sony a week before)They said it could take 2 weeks to repair. I called them today and they are waiting on a part from the service contractor with no ETA.  I'm now approaching a month with no tv after paying close to $2500 less than 2yrs ago for a top quality appliance from a "top quality service" dealer. I have spoken to the local manager who seems to care less. I'm working on a 10' sign to go in my front yard to let everyone know how good BestBuy's Geek Squad service is, I live on a major road and have relatives on a bigger road that will be posting another one. My next contact will be the tv stations in Charlotte NC. I am totally feeling screwed over here. I offered to purchase the new "black tie" plan to get a loaner, asked for a display loaner, both were met with no concern from local management or over the phone. I can see my sign all over the internet and tv. I have been very pleased with BestBuy up to this point. I have an attorney researching the contract and NC laws to see if anything legal can be done. I didn't spend that kind of money in your store to be treated this way. I hope someone at BestBuy cares. In this economic climate bad press can't help you guys. I'm not but one person, but I can cause problems. Please help me with this. Ron

[Dorothy-BBY Community Supervisor]

Good afternoon manlytigger -

Thank you for sharing your experience and welcome to the forums!  Allan, one of our Community Connectors, will be reaching out to you within the next few business days, at the most.  Thank you for your patience.

[Allan-BBY Community Connector]

Hi manlytigger,

I have to start by saying I truly do apologize for the continued delay in your service! A month without a working TV would be too long for anyone.

It is true that we sometimes have to request the service on a TV be done by a service center in the customer’s local area when we don’t have a Geek Squad® technician that services the customer’s area, but we still expect these service centers to provide the same level of service to our customers that we would expect from our own employees.

I would like to work with you to get this resolved for you in timely manner, and I am sending you a private message to start that conversation. 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,