Manufacturer Warranties and Protection Plans

[rstotty]

On 8/11/2007 I purchased a Panasonic 50" plasma TV - Model# TH50PZ700U - for $2700 along with Best Buy's 4 year Performance Service Plan for $400. On 1/4/2010 the TV stopped working and a call was placed to Best Buy requesting service. On 1/6/2010 I received a call from Prodigan Tech Group, the Authorized Panasonic Service facility for my location. They took down information, determined over the phone what parts needed to be ordered and said it would take 10-11 days for the parts to come in and 3 days to schedule the repair. I'm thinking this is going way too smoothly. On 1/20/2010 I called the repair facility requesting an update and they would only tell me the parts were on order. When I asked if they were on backorder they said no. I then asked if they could research why the parts were taking longer than normal to come in and their response was “we can’t do that”. On 1/28/2010 I called the repair facility again and got the same response. I then called 888-BESTBUY and explained the situation. The GEEK agent (or whatever you call those people) agreed that this was an unusually long time to wait for parts and indicated they would initiate a replacement TV request and it would take 3-5 business days to approve. I called Best Buy for an update on 2/2, 2/3, and 2/4 and each time I was told they would have a decision by 2/5 and would call me. On 2/5 I called 888-BESTBUY at 6:45PM since I never received the promised call. I was told they were having a "system outage" that could last a day or 2 and they wouldn’t be able to give me an update at that time. On a whim, I called back at 8:15 PM. I asked the GEEK agent if they were experiencing any kind of "system outage" that would prevent them from giving me an update and was told they were not having any problems with an outage. I then asked to speak with a supervisor who gave me a different story about the supposed “outage” and stated they would need another 5 days to see if they could "locate" the needed parts and then they would put in a request for a replacement. Needless to say I was being lied to, deceived, getting conflicting stories and the extreme runaround. Meanwhile my TV has been out of service for over a month now (including Superbowl weekend). I have been very patient up until now and now I will settle for nothing less than a replacement Plasma TV (new). I have been a long time customer of Best Buy and their extended warranties (which I've never had to use) but that is about to come to an end unless a more timely resolution is met.  I realize I'm just a small fry in Best Buy's grand scheme of business, but we'll see how Best Buy really values me as a past/present/future customer.  By the way, I'm not alone. I've spent the better part of the past weekend reading all of the horror stories Best Buy has put their customers through.

[iWeldonJ]

Any response yet?

[Nokia]

It has not even been a full business day yet. Responses typically take 3-5 business days. Also, you're not the OP, so I'm confused as to why you're asking.

[Dorothy-BBY Community Supervisor]

Hello rstotty -

Allan, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for your patience!  You should hear from him within 3 -5 business days at the latest. 

[Allan-BBY Community Connector]

Hi rstotty,

After how long you have been waiting to get your TV repaired I can completely understand you wanting your Performance Service Plan (PSP) to replace your TV so you can finally have a working TV. I can also say that every customer’s business is very important to us, and I can honestly say that I would hate to see us lose your patronage due to this repair experience.

Although your PSP is intended to repair your TV, not replace it, there are certain circumstances in which your PSP would replace your TV. Your TV should be replaced by your PSP if your TV has had three previous qualifying repairs, and there is a diagnosis that a fourth qualifying repair is needed. It would also be replaced by your PSP if we determine that your TV is un-repairable, or if we determine that the repair wouldn’t be cost effective to continue. A qualifying repair is when a non-consumable part(s) is installed, and due to that part(s) installation the technician repairing the TV determines that it is functioning properly.

I would like to work with you on this, and hopefully provide you with a resolution that satisfies your expectations. I am sending you a private message to pass along some additional 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,

[rstotty · Accepted solution]

Thanks to Allan, we have reached an acceptable solution. After Best Buy initially denied a replacement TV, Allan was able to step in, work his magic and the denial was reversed and Best Buy agreed to replace the TV. Thanks Allan. You have restored my faith in Best Buy and managed to keep me as a long time customer.