Manufacturer Warranties and Protection Plans

[Redrover1216]

On October 19, 2008 we purchased a 42" LG LCD Television.  On October 23, 2009 the television went out.  No problem we thought, we purchased a 4 year protection plan to the tune of $169.99.  Call Best Buy and was told that it would be two weeks before someone could come out.  After a bit of discussion, they agreed to send a third party vendor out to take care of the problems.  The company comes out, can't fix the television and has to take it with them.  A couple of weeks later, the third party delivers the television back to the house and hooks it up.  No picture, the television isn't working so they take it with them for another round of repairs.  We call Best Buy back to find out when we can expect the television back and were told that the ticket had been closed.  After explaining several times what had happened, they reopened the ticket. 

Last week we receive a call saying that the television would be back on November 23rd.  Today we get a call stating that they had to order another part and that it would be here on November 30th, which will be a full five weeks since this train wreck occurred. 

We're pretty patient people but I think Best Buy needs to admit that 4-5 weeks for repair is just not acceptable.  I'm hoping we have the television back by Christmas.

Bad news for Best Buy, but I doubt anyone really cares, we were planning on buying an entire home entertainment system for Christmas this year to put into our new home.  Guess they just lost our business.

I just want my television back please!!!!!!!!!!!!!!!!!!!!!!!!!!!!

[starhelper2587]

I wish someone would have offered to arrange a pick up and exchange through the store. If you originally received delivery and were still within 30 days from purchase, the store could arrange for a new tv to be brought from the warehouse and have the old one picked up during the same appointment. You don't automatically have to go into the repair process within the first 30 days b/c even if there wasn't a problem with the tv, you would still have 30 days to return or exchange it no matter what the issue. Hopefully a Community Connector addresses this soon.

[Redrover1216]

Thanks for the reply.  The television was purchased a year ago, it was actually one year plus one week when it went out since we initially purchased.

So, this gets better.  I called Best Buy back and found a very apologetic supervisor who listened to me complain for about 15 minutes straight.  She even admitted that the time frame to fix the television was too long but then stated there was really nothing she could do.  Then she dropped this diddy on me.  She said that I could go to my local Best Buy in Katy Texas and buy a new television, then when my old televsion was fixed I could return the one I just bought.  That's genious.  Let's see, how about I go spend another grand on a new tv in hopes that my old one would be fixed within 30 days (note that it's now been 30 days since this whole thing started), I think not!

What a shame.  It would be a huge stretch for me to consider buying from Best Buy again.  The sad thing is, I'm not even mad that it went out, thats what I bought the protection plan for.  I bet if I went back and counted all the times I purchased a protection plan and never had to use it, I could afford to buy another TV.

I guess I know where I'll be on Black Friday...out in front of the Best Buy store telling all of their shoppers about my experience.

[Nokia]

You're going to wake up and go to a store at 5AM to not shop?

[Dorothy-BBY Community Supervisor]

Hello Redrover1216 -

Allan, one of our Community Connectors, will be reaching out to you regarding your television repair concern.  I appreciate your continued patience!

[Allan-BBY Community Connector]

Hi Redrover1216,

Four to Five weeks without a working TV would be too long for anyone, and I’m sure the prospect of this taking even longer is very upsetting. Although there is no specific timeframe in the terms and conditions of your service plan that your TV should be repaired in, we wouldn’t have a customer wait indefinitely to get them a working TV.

I would like to look into this repair for you, and do whatever I can to get this resolved for you. I am sending you a private message to gather some personal information. 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,

[Redrover1216]

So here we are at week #6. Long story short, television was returned to us yet again, not working. Now Best Buy wants to send out the same service company who have already failed to fix the television twice, to try a third time. Needless to say, I have no faith in the repair company and honestly, I suspect Best Buy is being take advantage of by this company. When I finally get my television issue resolved which going by the past record, will be sometime in 2010, I really think Best Buy should look into the practices of this so called repair company. No way did I think this would be a two month process but we're sure heading there in a hurry.

[Redrover1216]

So the repair company shows up again yesterday and hauls off my television for a third time.  I will probably be another week for a diagnosis, then another week to order the part, then another week to "test" the televison after the part is installed.  So, lets see, it looks like it could be right around New Years for the telvision to be fixed???  Or not!

[eye-love-bby]

Wow... I'm sorry to hear about the problems you're having. Terrible, just terrible.