Manufacturer Warranties and Protection Plans

[Jakster]

I bought a 52" Samsung 1080P HDTV from Best buy in Jan 09 and had the geek squad set up everything. I also bought the extended warranty, PSP# {removed per forum guidelines}. This past Sunday 4/19/09 the tv went to a white screen but I did have audio.  I called the geek squad and talked to a rep.  She tried to solve the problem but had no luck.  She informed the next available date for the geek squad to come out would be 4/28/09.  I would have to wait 9 days for someone to come out and do a quick fix or tell me I need a new tv.  This was not acceptable and talked with her supervisor.  She told me the same thing but said she would have someone contact me on Monday,4/20/09 to see if I could get an earlier appt.  Monday came and no one called.  I called them in the late afternoon.  I spoke with a supervisor who stated that he had set up an appt. for Tuesday 4/21/09 and that the tech would call me in the morning to set things up.  Tuesday came and again, no one called me.  I called them at 3:00 PM.  This time I talked with Terry #156226 and he stated that the appt. was not on Tuesday but on Wednesday 4/22/09.  So I rearranged my day for nothing and now I have to do it again on Wednesday.  Talk about frustration. 

 I remember when the tech first set up the tv and sound system, he told if you ever have a problem just call us and will come out and take care of it.  Sounded great.   So I called and get the run around.  Oh yea your web site states that you guys have convenient hours for service calls.  I guess it's convenient for you because you don't work past 4PM.  This one completely baffles me.  Most folks work during the day and get home in the evening.  Make no sense what so ever.

You can only make a first impression once.  You guys have failed big time!!

Message Edited by Elizabeth-BBY on 04-23-2009 02:01 PM

[starhelper2587]

Along with your PSP, if you did purchase a GS HT Install Service, you have a 1 year warranty from the date of your install on the labor from that appointment.  So if you start having issues related to your initial install, Central Dispatch can setup a service call or redo appointment for you.  I would advise trying this while you wait on your PSP appointment.  A Central Dispatch Agent can send out your same install tech, or whoever is available the soonest.  These appointments can usually be scheduled much easier than PSP ones because the techs are from 2 different groups (install techs and service call/repair techs).  The install tech could determine if this is an install, equipment, or TV issue.  If he/she determines there's any issue with the "guts" of the TV, then you would have to wait on your PSP appointment.  However, (hopefully) you just have a bad HDMI cable or something, and they could help you resolve this.  Or maybe something wasn't hooked up quite right.

[Elizabeth-BBY Community Supervisor]

Hi Jakster,

I've asked Allan, one of our Community Connectors, to look into this and follow up with you.  You should be hearing from him shortly.

Thanks for posting,

[Allan-BBY Community Connector]

Hi Jakster,

First impressions do indeed only happen once, and I don’t like hearing that your first impression of our TV repair service has been a negative one. I can also understand expecting to get a call that was promised, and you should not have been told your appointment was for 4/21/2009 if it was scheduled for 4/22/2009.

When you first called to schedule service on you TV you should have been given the first available appointment for the technician that services your area which it sound like was 4/28/2009. I was glad to hear that you were able to get a sooner appointment with a technician, but I was disappointed to hear that they gave you the wrong date for the sooner appointment causing you to rearrange your day for nothing.

I would like to see if there is something I can do to change your impression of our services so I am sending you a private message. 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,
Allan
Community Connector
Best Buy® Corporate