02-19-2009 08:47 PM
02-22-2009 11:13 PM
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.
02-25-2009 01:24 PM - edited 02-25-2009 01:29 PM
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,
Best Buy® Corporate