Manufacturer Warranties and Protection Plans

[IncZo]

So I just got notified that Best Buy chose to junk my 32" Samsung HDTV I bought in '07 for $800 plus the $150 for the Product Service plan for 4 years.  I used it responsibly and it was found that the components of the tv were going bad.  They tell me to come in for an exchange or refund so I say ok.  When I get to the store I have to wait for 45 minutes for them to find my stuff and pull it up.  Then the  lady tells me the comperable stuff on her screen says $390 due to technology getting cheaper.  Those TVs do not have all the ports and options that mine did, none were in stock and she was trying to push BB branded stuff on me when I was told I had for year protection and could get something like my tv or better if anything happened.  In the clause it says if a tv that matches your specs are not there they can give you full refund of the purchased price but when I asked  about a tv over the $400 bargin bin money, she said the computer would not allow her to give me anything more.  WTheck did I spend that extra money Protecting stuff if I could not get a comparible piece of tech?  I know you will not have the same exact TV 4 years from now but at least dont let me the CUSTOMER and loyal BEST BUY purchaser have to suffer with less HDMI ports or subpar Brand of TV just because some computer tells a 19 yr old she cant do it.  Then I was told a manager couldn't change anything and to call Corporate.  I called there and they said take it up with the store.  What now I get a run around, way to treat customers!!!!

[CrystalWoW Community Veteran]

Brand does not come in to play with exchanges. Things like screen size, resolution and refresh rate are taken into consideration. Was your t.v. 720p or 1080p?

[CrystalWoW Community Veteran]

and lcd/plasma or other?

[CrystalWoW Community Veteran]

If it is 720p there are a lot of t.v's under that price that are 32 inch, if 1080p, there are several that are right around there: http://www.bestbuy.com/site/LG+-+32%22+Class+/+1080p+/+60Hz+/+LCD+HDTV/2137104.p?id=1218310759314&sk...

http://www.bestbuy.com/site/Panasonic+-+32%22+Class+/+1080p+/+60Hz+/+LCD+HDTV/2125224.p?id=121831891...

http://www.bestbuy.com/site/Sony+-+BRAVIA+/+32%22+Class+/+1080p+/+60Hz+/+LCD+HDTV/2072076.p?id=12183...

[IncZo]

Mine was LCD 720p Thanks for the links though!

[CrystalWoW Community Veteran]

Yeah if it is 720 there are a ton. You can use the credit they gave you online and just order it.

http://www.bestbuy.com/site/olstemplatemapper.jsp?_dyncharset=ISO-8859-1&_dynSessConf=-6793711948866...||4c434420466c61742d50616e656c~~f330||33302671756f743b202d2033392671756f743b~~q70726f63657373696e6774696d653a3e313930302d30312d3031~~f878||33322671756f743b~~nf706||37323070&add_to_pkg=false&pagetype=listing

[Dorothy-BBY Community Supervisor]

Good afternoon IncZo -

Allan, from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[IncZo]

Thanks for the quick reply Dorothy

[IncZo]

Ok so today I was able to talk to a manager at Best Buy, after telling him my story he was like "Oh you should be able to exchange the TV for the one you want up to your purchased price" Then I told him the computer did not let the girl do that yesterday and he remembered that they changed systems and now there is NOTHING a store can do to help the customer or even HONOR it's own policy, once again I was told to voice my complaint to Best Buy Corporate so I hope they read the internet. Seriously how is someone supposed to trust a company that makes it impossible to collect on an agreed upon and legally binding document? Think twice before insuring anything at Best Buy people. This is really making me angry.

[AaronE]

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IncZo wrote:
Seriously how is someone supposed to trust a company that makes it impossible to collect on an agreed upon and legally binding document? 

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The legally binding document you reference states it's replaced with comparable technology not to exceed the purchase price of the original. 
There's several 32" 720P LCDs available for the $390 the store offered you as a comparable replacement (that aren't the bargain bin money ones you reference)

2893174 - Samsung 32" 720P with 2 HDMI inputs - $329

2137061 - LG 32" 720P with 3 HDMI inputs - $345

2072067 - Sony 32" 720P with 2 HDMI inputs - $387

In fact, all of the 32" 720P LCD TVs on bestbuy.com aside from the ones with an integrated bluray player, ipod dock or outdoor tvs (sunbrite) are less than the $390 the store offered you as the gift card value.

Am I missing something? The $390 they offered seems really fair for what the replacement tvs cost.

To me it looks like Best Buy is meeting the legally binding document (your plans Terms and Conditions).

The manager was incorrect that you can do it for whatever one you want up to the price of the original but it doesn't matter as I didn't find a typical 32" LCD 720P tv for > $390 on bestbuy.com