Manufacturer Warranties and Protection Plans

[hpyglky]

I am writing to see if you can help me. I have a 57 inch Mitsubishi rear projection TV that was purchased on May 2nd 2007, with a four year replacement plan. Five months after buying it, it started to have a problem. It would turn off and the yellow lamp light would blink. According to the owners’ manual, the ambient room temperature was to high. My home is kept in the low 80’s. The TV is on a stand by itself and 8 inches from the wall. I called Best Buy, they sent a repairman out. He said he made “A factory specified adjustment”, what ever that meant. Four or five months later, the same thing happened. The same repairman came back. This time he replaced a thermal sensor. The TV was again working. Again four or five months later the same problem returned. The same repairman returned. This time the bulb had blown. When he replaced it, he showed me scorch marks on the factory bulb. He told me that he told me that I was lucky that it didn’t catch fire. Four or five months after that it stared again. Once again I called Best Buy for service they tried to contact the same repair man, but could not find him. We thought they had gone out of business. I requested at that time the TV be replaced. I was informed that the original repair man did not file any paper work with best buy that they would have to send another repair man, because they had no documentation from the first repair man. I agreed reluctantly. The person from Best Buy said they would start to file the claim and that I should hear in about a week. I never heard anything. I did not pursue it because the second repairman seemed have it fixed. The second repairman replaced the bulb again. He informed me that the bulbs for that TV were three hundred dollars and should last about three or four years. Now again five months have gone buy the TV has the same problem. I called Best Buy told them I wanted it replaced. They sent the same repairman. He replaced the bulb again and the thermal sensor again, just in case. He told me that, the bulb should not have gone in five months that the wiring for the thermal sensor was cut for an unknown reason. That the sensor has a connector and there should be no reason cut any wires. I called Best Buy and requested replacement. They told me that the TV has been fixed and would not be replaced. This is not acceptable. I now have a two year old TV that has been repaired five times, has had three bulbs and two thermal sensors replaced, as well as wiring cut up for no reason. I should not have to wait five months for it to break again or worse burn my house down. I have tired to talk to three people in two different departments at the 800 number with no success. I have tried to contact the regional service manager, and have not heard from him yet. The only thing else I can think to do is keep going up the corporate ladder and call the state insurance commission. Here in Florida extended service plans are regulated buy them. I really do not want to go any further. Please help.                       

Kudos! Thanks!

[Elizabeth-BBY Community Supervisor]

Hi hpyglky,

I've asked Allan, one of our Community Connectors, to look into this and follow up with you.  You should hear from him within the next few business days at the most.

Thanks for your continued patience,

[hpyglky]

I am writing to see if you can help me. I have a 57 inch Mitsubishi rear projection TV that was purchased on May 2nd 2007, with a four year replacement plan. Five months after buying it, it started to have a problem. It would turn off and the yellow lamp light would blink. According to the owners’ manual, the ambient room temperature was to high. My home is kept in the low 80’s. The TV is on a stand by itself and 8 inches from the wall. I called Best Buy, they sent a repairman out. He said he made “A factory specified adjustment”, what ever that meant. Four or five months later, the same thing happened. The same repairman came back. This time he replaced a thermal sensor. The TV was again working. Again four or five months later the same problem returned. The same repairman returned. This time the bulb had blown. When he replaced it, he showed me scorch marks on the factory bulb. He told me that he told me that I was lucky that it didn’t catch fire. Four or five months after that it stared again. Once again I called Best Buy for service they tried to contact the same repair man, but could not find him. We thought they had gone out of business. I requested at that time the TV be replaced. I was informed that the original repair man did not file any paper work with best buy that they would have to send another repair man, because they had no documentation from the first repair man. I agreed reluctantly. The person from Best Buy said they would start to file the claim and that I should hear in about a week. I never heard anything. I did not pursue it because the second repairman seemed have it fixed. The second repairman replaced the bulb again. He informed me that the bulbs for that TV were three hundred dollars and should last about three or four years. Now again five months have gone buy the TV has the same problem. I called Best Buy told them I wanted it replaced. They sent the same repairman. He replaced the bulb again and the thermal sensor again, just in case. He told me that, the bulb should not have gone in five months that the wiring for the thermal sensor was cut for an unknown reason. That the sensor has a connector and there should be no reason cut any wires. I called Best Buy and requested replacement. They told me that the TV has been fixed and would not be replaced. This is not acceptable. I now have a two year old TV that has been repaired five times, has had three bulbs and two thermal sensors replaced, as well as wiring cut up for no reason. I should not have to wait five months for it to break again or worse burn my house down. I have tired to talk to three people in two different departments at the 800 number with no success. I have tried to contact the regional service manager, and have not heard from him yet. The only thing else I can think to do is keep going up the corporate ladder and call the state insurance commission. Here in Florida extended service plans are regulated buy them. I really do not want to go any further. Please help.                       

[hpyglky]

At noon today I was contacted by the store. I got an ear to chew and a note made. I have still not heard from any body above the store.

[hpyglky]

Going in 72 hours and have only heard from Elizabeth on this forum and Ricky from the local store. Thanks to both of them for responding. I hope that best buy holds to the policy and gives me what I paid in store credit.

[Allan-BBY Community Connector]

Hi hpyglky,

This sounds like a very upsetting repair experience, and I promise I will do my best to help out. Your Performance Service Plan (PSP) is intended to repair your TV not replace it, but there are certain circumstances in which your PSP should replace your TV. Your TV should be replaced if your TV has had three previous qualifying repairs and there is a diagnosis that a fourth qualifying repair is needed, if we determine that your TV is un-repairable, or if we determine that the repair of your TV wouldn’t be cost effective to continue. A qualifying repair is when a non-consumable part is installed and due to that part installation a technician determines that your TV is functioning properly.

I definitely agree that having three bulbs and two thermal sensors replaced in two years seems excessive to me, and having your wiring inside your TV cut doesn’t sound right at all to me. I would like to see if there is anything I can do to help in this issue so I am sending you a private message. 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

[hpyglky · Accepted solution]

Hope it will be solved soon. looks good for now.

[hpyglky]

Today Best Buy took back my POS TV. I am very happy with the resolution. I look foreword to getting a new TV even if it is not quite as big. I did pick up a 40" Samsung for my bed room. So far I am very happy with it. Special thanks to Allen and Elizabeth from the blog, and Rick from the Jensen Beach FL store. I wish I could give you all a hug.

[jojo1955]

that is correct their warranties are useless. i found out today that my warranty has expired. i purchased my tv a 60" sony wega in 2005 along with the 4 yr warranty. but sony says that they give me 1yr mfg warranty and if i got 4 yrs from best buy than that is a total of 5 yrs of warranty but best buys says no it is 4 yrs from the purchase date and i feel like they ripped me off for 1 yr of a warranty they do not tell you this , best buy is saying that the 1 yrs warranty is included in the mfg warranty . this is a total ripoff . i want this issue resolved. i paid close to 5,000.00 for the tv , warranty and table. sony knows these tv's are having problems and chose to ignore them and so is best buy.,

[Miranda]

JoJo - Any of our warranties (PSP/PRP/GSBTP) are from the date of purchase forward. We have not had any (to my knowledge) that have run AFTER the manufacturer's warranty was completed.

However, depending on when in 2005 the TV was purchased, you may still have time, however if you're being told that it has already expired, I'm assuming it was purchased at the beginning of the year.

You were not ripped off. You paid for a 4 year warranty, and got 4 years of coverage from the date of purchase. I'm sorry, but Sony misinformed you.