Manufacturer Warranties and Protection Plans

[spenze]

Purchased 2 tv's along with bluray players 8 months ago.  They were all Samsung products.  Our bluray continually wanted to apply updates and when it did, the unit would loose it's network connection.  And when I say continually, like every day.  It has a wired connection.  We would then have to go through several processes to regain the connection.  We had enough of this and figured, we purchased the service plan, we would take it back and get it fixed or replaced.  A couple days prior to this we stopped by on our way home and told two different sales reps about our problem and they said, no problem, just bring it in and they would either fix it or send it in and we would have it back in about 7-10 days.  When we brought it in today, another story.  The service plan DOES NOTHING FOR YOU.  They said they would send it in, but if they found nothing wrong, we would have the pay the shipping.  Then they said it would be 5-7 weeks.  I said, that is not what your two different sales reps told us the other day.  They proceeded to tell us, that because of where we live we don't have adequate bandwidth for the unit.  We live rural and don't have services like Comcast etc.  I said we have adequate service that works find on our laptops and other devices.  Then he asks what size tv we have.  Really?  I said what does that have to do with it.  He tries to tell me the bigger the tv the more bandwidth it takes.  My husband and I just laugh.  Are you kidding me.  They then proceed to tell us that the unit requires 7-10mb to work properly.  I say that is ridiculous.  And if this is so, it should say that somewhere, anywhere on the documentation or specs of the unit.  It doesn't.  And if that is true, your sales team needs to disclose this to customers prior to purchasing.  They did not.  So, we left with our unit and with a promise to them.  We will not return to buy another single thing from this company.  Spend your hard earned dollars else where.  I know I will.

[spenze]

then you should get a clue.  You are destined for the same road as Circuit City.  There are a lot of reasons a company fails.  Yours will be for providing bad service to customers over and over.  By reading these boards and many others complaint blogs out there, there are many, many dissatisfied customers that will not be returning to BB.  There are many other options for people that offer good service and good products. 

[rwe528]

Did you purchase the protection plan for the blu ray? It sounds like they're sending it off under the manufactures warranty. If you're having trouble with streaming I know there is a certain model (I think 5700) from Samsung that has known issues with that or the Internet connection like you said. I hope you get it back faster than that and get it fixed.

[rwe528]

So do you think people post about the great experiences they have at BB? No. Almost 50% of the complaints aren't even legitimate either.

[Ryan-BBY Senior Social Media Specialist]

Hello spenze -

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

[Justin-BBY Community Connector]

Hi spenze, 

I'm sorry that your Samsung Blu-ray player keeps dropping its connection, and that upon seeking assistance from your local store, only compounded to the problem. Bear in mind, if you have coverage on your unit, then you may absolutely bring it in for additional services. Generally speaking, repairs can take a few weeks for completion. Otherwise, as an alternative option, you can contact Samsung directly at 1-800-726-7864. 

Sincerely,  

[spenze]

Yes, we purchased the service plan for all the devices.  If you are right, then why did J.J. and Joel in the Marina, CA give me the worst time and let me leave an angry, never to buy from them again, customer??  And said we would be charged.  We asked over and over, what is the purpose of the service plan if we can't get this fixed??  Then they offered to give us a refund on the service plan, prorated of course.  It is a horrible experience and we will never buy from there again.  What kind of way is this to treat customers that just spent several thousands of $. 

[oscaresc2000]

The hard drive on my pc stopped working and was replaced (under extended warranty) at the Lakeland, FL Best Buy. After that I was told I needed to request a recovery disc WITH the OPERATING SYSTEM on it because the home made recovery disc alone would not work since the "RECOVERY PARTITION" on the pc was no longer available and they needed to load the complete operating system. I was given the phone number to call.

When I called the number given to me, they said I had to pay for the software because I was out of manufacturer's warranty and they WOULD NOT HONOR BEST BUY'S EXTENDED WARRANTY. So if I wanted the software I had to pay for it and then deal with Best Buy.

At best buy I tried to explain to the manager that my pc had A HARDWARE failure, which was not allowing the RECOVERY PARTITION to be accessed therefore it needed THE OPERATING SYSTEM reload which was not posible with just with the home made recovery discs. The manager kept repeating that I needed to buy the recovery disc because 4 years ago they stopped supplying them with the new computers. So she kept making it about the RECOVERY DISC AND not about HARD DRIVE AND THE OPERATING SYSTEM which is not included on the home made recovery discs. 

After finally getting through to her (I thought) about the difference, she said well we can't do it because we have new systems about every 3 months and we can’t keep all the different operating systems so "you needed to buy the recovery disc."
(How is that my problem?).

And when I tried to explain, again, that the problem was NOT the recovery disc she finally said:

  "well... I am not a technician and I don't know what the difference is. But we won't be paying for it because that is our policy."

I am sad to say I will no longer be doing business with Best Buy because, for the most part, I enjoyed shopping there even though they are somewhat more expensive than other stores, but I bought there because I thought I was also buying 'PEACE OF MIND" sadly NOT SO.

OE

[deusexmachina Valued Contributor]

The store was correct in saying that you would need to provide recovery media. It's illegal for any store to have sets of recovery discs for ever computer ever made. Your warranty will cover the repair of any hardware, but you need to provide the software for that computer. It is your responsibility to create the discs, pay someone to create them for you, or buy them from the MFG.

I'm not sure what you are referring to when you say "home made recovery discs". Are these the discs that you made when you first bought the computer? Are they backup discs? If you didn't specifically make the recovery discs as prompted by your computer when you bought it, you would need to call the MFG and order them. They are generally $40ish depending on brand and shipping costs.

[kst8no1]

Exactly why a recovery partition is a joke.