Manufacturer Warranties and Protection Plans

[Jagsbugs]

I purchased my 58" pani plasma from BB on August 7, 2007. It was a great TV until about 3-4 weeks ago, when a white line appeared on the screen, and it turned into a black box 2 inches wide by 16inches high within a day or so. I reported the problem to BB PSP and they promptly arranged an appointment and a GS employee came by the house. He diagnosed the problem as a bad inverter control board and quickly ordered the part and called us later that night to set up the following appointment for yesterday. 

I took down the TV from the wall and he came out on time and replaced the board, to find that the board that was given to him was probably bad as now the TV had the black box plus, the color was off and another yellow box appeared. He put back the old controller board and the TV is back to the way it was. He called panasonic while at my house and they instructed him to replace the Plasma panel. Well the cost to replace the panel w/ labor is around $2900. He attempted to get me the credit at the store vs. replacing the panel and they refused. 

What I would like to know is why wouldn't BB just give me a new TV vs. replacing the plasma panel at a cost of almost double of what the new tb model goes for? I can go into the store and get the new model for $1900 vs. the $4k this tv cost me new 2 years ago? It's not a good or rational cost benefit analysis in my opinion, not to mention this will now be the third visit to my house for the same problem. My next concern is that the TV will be totally dismantled to replace the panel, and I am concerned that something else might break or how long will this last???

I would appreciate some feedback regarding this and the logic behind the cost benefit analysis.

[Elizabeth-BBY Community Supervisor]

Hi Jagsbugs,

I've asked Allan, one of our Community Connectors, to review and respond to your concerns.  You should hear from him shortly.

Thanks for posting!

[Allan-BBY Community Connector · Accepted solution]

Hi Jagsbugs,

Three to four weeks without a working TV would be a long time for anyone to wait, and I can understand being apprehensive towards the idea of our technician completely dismantling your TV to repair it.

I completely agree that your Performance Service Plan (PSP) covering a $2900 Plasma display panel doesn’t seem cost effective, and it sounds like the technician felt the same way.

I should have a resolution for you so I am sending you a private message. To check your messages you should make sure you are logged into the forum and click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate

[Jagsbugs]

I wanted to follow up on my conversation with Allan. I am Extremely pleased with the level of service and professionalism with Best Buy. No less than 30 minutes after this post I received a phone call with the information needed to replace my TV. I went to the local BB store and the representative was friendly and knowledgeable and I was able to replace my 58" Pani with a new 58" Pani. The whole replacement experience was excellent. I now have my new TV set in my house and repurchased their black tie warranty, this time I am hoping I never have to use it...

Thanks to Allan and all the Best Buy staff at the Citrus Park Mall, Tampa Florida location...