Manufacturer Warranties and Protection Plans

[RabidFangs]

On Nov 2008 I purchased a new Samsung 56" DLP, with the Black Tie Protection Plan.

I was extremely happy with my TV, until it went out the first time..

1st service was Sept 25 2009, the tech claims he replaced the lamp, DLP chip and power control board, although I only saw him replace the DLP chip, but im not a TV tech so he could of put sting cheese in it and I wouldnt have known. I didnt care, I had my TV again.

2nd service was Sept 28, 2010, almost to the day again, Im calling again.... this time the ballast, the Lamp and DLP chip get replaced. Althogh the tech told me he only needed to put in a ballast, again string cheese...I dont care.

So on OCT. 9th the TV goes out again, I immediatly call for service...(if you wanna call it that) is scheduled for Tuesday Oct 12th.

I call gripe and complain and I get an appt for today Oct. 11th...and I dont normally complain, I usually just roll with the punches until I reach the breaking point. Well today I have reached that point.

The technician comes out and tells us that the Ballast and Lamp need to be replaced again.... Im thinking to myself, why the hail does that need to be replaced again if it was just done not even 2 weeks ago. The part wont be here until Friday. again I am out another week.

And none of this counting how many times they been out for lamp replacement since it  "doesnt count" since its wear and tear anyway.

Today I speak to supervisor agent Ben, after arguing with me for 15 min that my first service was in June of this year, I knowing full well that My TV went out during the first year of purchase push back on him, after some time of asking me "are you sure" and "our records dont say that" he finally finds the correct information. He gives me the accurate information (and not in so many words) tells my Im assed out another week.

And now procedes to tell me that the service done not two weeks ago doesnt count towards a new service call its rolled into the Sept 28 call because the tech guarantees his work for 30 days. Well the only guarantee is that my TV is out another week.

And since this still counts as 2nd service, next time the TV goes out(and I have a sneaking suspicion it will), im going to be assed out another week while we wait on parts.

Now Im not a TV technician as I stated earlier, but it seems like im just getting patchwork done and the root cause of the problem is not getting addressed. I know people with TVs older than mine that havent had a SINGLE issue.

Here I am after surgery staring at a 56" black screen ...yet again.

Where is the customer service in all of this.

You better belive the BBB is getting a call/email whatever the process is.

I am/was a loyal customer to BestBuy and I really want to continue shopping here, but with other Big Box electronic stores popping up. I am seriously considering taking my bussiness elesewhere. I havent decided yet.

Im just asking for this issue to be resolved people, is that too hard.

[Dorothy-BBY Community Supervisor]

Good afternoon RabidFangs -

Allan, from our Community Connector team, will be reaching out to you regarding your concern.  I appreciate your patience until he is able to reach out to you.  Thank you!

[Allan-BBY Community Connector]

Hi RabidFangs,

Being without a working TV for any amount of time would be upsetting for most people, and given that you just had the Ballast replaced on this TV I don’t blame you at all for being concerned that replacing the ballast again won’t truly resolve the issue with your TV.

Your Geek Squad Black Tie Protection (GSBTP) plan on this TV is meant to repair your TV, but there are occasions when you’re TV would be replaced by your service plan. Your TV should be replaced if you have had three previous qualifying repairs on your TV, and there is a diagnosis that a fourth qualifying repair is need. Your GSBTP plan would also replace your TV if we determine that the TV is un-repairable, or if we determine that the current repair wouldn’t be cost effective to continue.

I did look into your current repair, and previous repairs on this TV, and I show that you have two previous qualifying repairs. I confirmed that in September of 2009 we installed three different parts, and the second repair would have been the recent repair that was completed on 10/6/2010 where we installed Ballast. The current work order would count as the third qualifying repair on this TV, and if this TV does require a fourth qualifying repair in the future your GSBTP plan should replace your TV with a comparable model TV.

I would like to offer my personal assistance in this matter, and I am sending you a private message to start that process. 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,

[RabidFangs · Accepted solution]

Allan-BBY Contacted me a message on 10-13-2010, regarding my issue.

They are going to replace the TV at a Tech to Tech basis.

I went into the loca BestBuy and got a spending limit from the manager?

(I thought I was just going to get a list of what I can choose on a tech4tech basis)...but ohh well.

Ive put the new TV on order and should be getting it by Thursday.

I never thougth I would be out of a TV for so long being covered by a protection plan.

Im keeping my fingers, Toes, eyelids crossed.

Thankfully, my cries for actual help did not fall on deaf ears here.

I appreciate the help by the Community Connectors in helping me with this, when what was supposed to be my tech/customer support failed me.*cough The Geek Squad *cough...its my opinion...im just sayin.