Manufacturer Warranties and Protection Plans

[savageshaneooc]

I to bought my LG 42 inch lcd from best buy in November 2006 with 4 year warranty.  The Saturday before the Super Bowl my tv just stoped working.  So I called the 800 number and they said they were a week out before anyone could make it out to look at it. I thought well I wish it could be sooner but oh well at least it was covered.  So one week goes by Saturday morning the phone rings first thing in the morning I'm thinking good maybe I will get my tv back today a big NO the guy that was supposed to come out that day had called in sick so they would not make it out for another week.  I said no way I've already waited a week had to cancel my super bowl party and now they want me to wait another week I said there has to be someone else.  They said well we can send out a third party and they can be there Tuesday I say fine just please get somebody out here.  Tuesday morning guy from third party calls says he is going to go ahead and order some parts (I'm thinking how do you order parts without seeing the tv but what ever) and it takes 5 days for these parts to come in by this point I'm done with arguing so what ever.  So one week later he shows up needless to say none of the parts he ordered fixed my tv so he needs to order different parts he calls the warranty company while he was here to try to get a ok to order the parts he says is what is wrong with my tv.  There responce was everything had to be emailed to them for approval.  Well anyway its now Thursday night and still no answer whether they are going to fix my tv or replace it. Its now been pretty much 3 weeks with no tv.  As you say I have also bought alot from best buy (xbox 360, PS3, multiple tvs, dvd players, so on so on) not to mention most of my family and friends come to me to go out and help them pick out new tvs and needless to say I no longer will take them to best buy.  There are to many other options out there.

[Elizabeth-BBY Community Supervisor]

Dear savageshaneooc, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[vince_sr]

I've been waiting over 6 weeks now for my tv to be returned....

i don't think i'll ever see it again.

[Allan-BBY Community Connector]

Hey savageshaneooc,

I’m sure having to cancel your super bowl party because your TV was broken was disappointing enough, but having this repair take three weeks to complete I’m sure is extremely upsetting. We do sometimes use a local service center to perform repairs on a customer’s TV, but usually this is if we don’t have a technician that services the customer’s area. As you found out, if we can’t get one of our technicians out within a timeframe that satisfies the customer, we do sometimes send a request for service to a local service center.

If the parts that were installed from the initial diagnosis didn’t repair your TV the technician should then perform a diagnostic once again and order any additional parts they deem necessary. This is true for both Best Buy® technicians and local service center’s technicians. It is also true that the technician that came out to your home to install the parts determines additional parts are necessary they would be required to request authorization for them to order the parts. This is because there is a point where the repair is determined by us to be too costly to continue, and we would then replace your TV. I would like to see if there is something I can do to get this issue resolved for you. I am sending you a private message, and 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

Message Edited by Allan-BBY on 02-25-2009 01:29 PM