Manufacturer Warranties and Protection Plans

[bestbuymilitary]

I have a similar issue.  I am in the military.  I bought a 50 inch plasma TV a year and a half ago.  I also purchase a four year warranty.  Within a couple months the TV began having pixel issues.  The TV was covered with blue pixels.  I immediately went the the Best Buy I bought the TV from and asked if the TV could be fixed.  No one at the store could help me and all of the management told me I was on my own and had to go through the manufacturer.  This took several months.  Finally the manufacturer flew a technician out to my house.  The technician replaced all the internal components.  The TV continued to have pixel issues.  I continued to wait until the first year was up so I could return to Best Buy to have it serviced.  I made an appointment with Geek Squad.  The technician came to my home and I explained the situation.  He submitted the paperwork to replace the TV.  Today I went to Best Buy to replace my TV.  I am deploying to Iraq in a couple weeks and wanted to resolve my year and a half TV issue before I deploy.  They offered me a replacement TV that cost from $799-$899.  I paid $1549 for my TV and $299 for my Warranty.  A year and a half ago I spent almost $2,000 dollars at Best Buy as a reward for my constant travel overseas.  The result in spending $2,000 dollars at Best Buy was a defective TV, terrible customer service, a year and a half battle to replace the TV and finally an offer to give me $799-$899 of my origional money back towards a sub standard TV.  My experience with Best Buy has been the worst.  I kept my loyalty to Best Buy throughout the process but am very shocked now at the local Best Buy stores lack of customer care.  I am going to have to think hard about the next time one of my soldiers asks me where they should spend the money they saved during deployment.

[Dorothy-BBY Community Supervisor]

Hello bestbuymilitary -

Welcome to the forums, and please allow me to personally thank you for your service to our country.  Allan, from our Community Connector team, will be reaching out to you to discuss your concerns.  You should hear from him in the next few business days.  I appreciate you sharing your experience and thank you for your patience.

[Allan-BBY Community Connector]

Hi bestbuymilitary,

No one would be happy after purchasing a new TV for $1600 with a $300 extended service plan, and then being asked to wait to get it repaired for a year and a half.

I did see that your TV was finally approved to be replaced by your Performance Service Plan (PSP) on 9/16/2009. It sounds like you went to your local store to get your replacement TV, but left without processing the replacement because you weren’t satisfied with the TV they determined would be a comparable replacement for your old TV.

The store should replace your TV with a comparable model TV as determined by them, and as it states in the terms and conditions of your PSP the original price paid would never be taken into consideration in determining what a comparable model TV is.

I would like to see if I can get you resolution to your issue before you deploy back to Iraq. I am sending you a private message to start that conversation. 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,