Manufacturer Warranties and Protection Plans

[Chazman]

I bought a Sony Wega 20" flat screen TV almost 4 yrs ago along with a Best Buy extended warranty that expires in Dec of this year. The TV started making this loud popping sound while the picture would flash on and off. I took it to the local Best Buy store where they plugged it in and waited for it to start acting up, which it eventually did. I had gone home, and returned to inquire about it. They told me that yes, it did indeed do exactly what I said, and that I was going to get a new TV. Well that changed really quickly. From the time I walked from the Home Theater dept to the Geek Squad dept the story changed to "We're going to send it out for repair". This would have been fine except my daughter (whom the TV was a Christmas gift for) was with me and was very happy to hear that she would be getting a new TV. Well she was pretty disappointed when the story changed, and so was I. I accepted the response and we went home. After thinking about it I decided to go back to the store today and ask why the decision changed. The salesperson who made the statement about us receiving a new TV was not there, so I asked for the store manager. One of the three gentleman present during this conversation had been involved in the incident last night and he claimed to be the store manager. Somehow, I don't believe him. Meanwhile, one of the other clerks present seemed to be thoroughly enjoying my predicament, as he shifted between being part of the conversation and snickering about some of my questions and comments. The "manager" stated that he didn't know who or why anyone would tell me that I would be getting a new TV since they are always sent out for repair first to determine whether or not they can be fixed. I inquired again, (as I had last night) about how long it would take, since the answer I received last night was "we don't know" and this time was told it would be one to three weeks. Well I'm no electronics genius but I'd be willing to bet that there isn't a snowball's chance in "you know where" that (1) parts are available for this TV, and (2) even if they are, it wouldn't be cost effective to fix it. I'm also willing to bet that the outcome is eventually going to be that it is not repairable and that I will be offered a store credit or a smaller TV that they deem to be of equal value to what I originally paid for the 20" Sony. So I guess the reason I'm writing is not that I'm disappointed that we didn't walk out last night with a new TV, but the very unprofessional manner in which I was dealt with from such a large well known retailer, and the apparent lack of training that their employees receive in responding to questions and in general,dealing with customers. I have heard more than once that Best Buy's extended warranties were better than most, but for me, the jury is still out. Let's see how long it takes before my daughter has a TV again and just how the issue is resolved.

[Kreed]

Good luck, Chaz.

 

From my own experience and what I’ve seen here – 6 to 8 weeks is a typical repair time for BBY’s PSP service. If it takes them a month and a half to find a part (common for them), it will be December and you’ll be out of PSP by the time they claim it’s fixed.

 

So, if they’re repair doesn’t hold, you’ll be buying your daughter a new TV this Christmas. Start shopping now at BBY’s nearest competitor.

 

[lingo250]

kreed

My warranty is about to expire and your right they are really dragging their feet.  It's terrible that they treat customers so badly, especially with the state of the economy.

[Sarah-BBY Retired: Community Connector]

Hi Chazman,

I’m really sorry for any misunderstanding with your Best Buy® Performance Service Plan (PSP) repair process.  I’m also sorry for any disappointment your daughter experienced, as I too am a parent and can assure you that this is not indicative of the type of experience Best Buy® stands for.

While it is accurate that through your PSP an authorized technician will need to make a formal diagnosis as to whether your  television can be repaired, or cannot be repaired and needs to be replaced, please rest assured that Best Buy® is committed to completing this process as quickly as possible. 

I apologize again that your situation has not started off on a good note.  However, I would like to look into it further and hopefully bring a great end-result for both you and your daughter!  Please refer to the private message I have sent you for more details.

Thank you,

Sarah

Community Connector

Best Buy® Corporate

Message Edited by Sarah-BBY on 10-29-2008 11:03 PM