Manufacturer Warranties and Protection Plans

[SSUNBRN]

To Whom It May Concern:

 

I would appreciate anything that can be done to expedite a resolution for a frustrating problem that I’ve had with my Sony 60 inch SXRD television (purchased at Best Buy with a PSP in 2006).  On the 2nd of November, the HDMI inputs on my TV ceased to work and I reported the problem to Best Buy.  A few days later a technician was sent to my house.  While he was there, I also reported that my TV has had color uniformity issues since it was purchased (there is a known issue with the optical block on my particular model).  The technician confirmed these problems and ordered the applicable replacement parts. 

 

Once the parts were received, the technician came to my house on 14 November and performed the repair.  The TV was re-assembled and to my dismay the color uniformity issues were much worse.  Furthermore, the HDMI issue was still not resolved.  The technician determined that SONY had sent a defective replacement part and that more extensive repairs were required to solve the HDMI issue.  I was told that additional authorization was required to perform more extensive repairs (additional parts/labor).

 

Up until this point I was relatively happy with the way Best Buy had been handling my repair.  The technician was prompt, knowledgeable and professional.  I understand that repairing an electronic device is a troubleshooting process and I can accept the fact that sometimes faulty replacement parts make it through production.  My real problem is the fact that it’s been almost two weeks waiting for authorization from Best Buy.  I’ve called both the technician and 1-888-Best-Buy numerous times to determine the hold-up, only to hear that additional authorization is still required.  On several occasions I was told that authorization would be provided the following business day and this never came to fruition. 

 

Earlier this week the issue was escalated to the supervisor level and I was told that Best Buy would pursue authorization for a replacement TV.  The Geek Squad representative called the technician who recommended replacement because repairing the TV would no longer be cost effective.  I was also told that a replacement was warranted due to the extended time to resolve this issue.  I respectfully request that you take whatever steps are necessary to expedite a resolution to my problem.

 

Thanks,

Brian

[SSUNBRN]

Note:  I’d just like to add that one of the most frustrating things about this repair is the fact that all communication with Best Buy has been initiated by me when requesting an updated status.  The primary reason I make high dollar electronics purchases from Best Buy is piece of mind that I have a local and well known company backing its products and services.  In an increasingly competitive market with internet retailers, I hope that Best Buy’s commitment to customer satisfaction will set it apart.   I appreciate that Best Buy is providing a public forum to presumably communicate with corporate management.  I hope this will help facilitate a resolution to my issue and initiate corrective action so that others won’t experience the same.

Message Edited by SSUNBRN on 11-27-2008 10:13 AM

Message Edited by SSUNBRN on 11-27-2008 10:13 AM

[hockeycanuckjc Trusted Contributor]

Hi SSUNBRN,

You posted this on Thanksgiving's Day.

The BB Staff were enjoying Turkey Day with their families and posted a goodbye for the day notice yesterday for Nov 27th. They will be back tomorrow to read this, but everything gets read on the forum and I wish you luck!

Happy Holidays!

Jason C

[Aaron-BBY Community Connector]

Hey SSUNBRN,

I’m sorry to hear about the problems you’ve been having with your TV! I certainly understand how frustrating it can be for repairs to be left incomplete after a service call, especially if the original parts that were ordered didn’t solve the problem.

I would like to provide you with some additional information though, so please keep an eye on your private messages for further communication!

Thanks,

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

[SSUNBRN]

Aaron,

 

Thank you for looking into my account.  I would appreciate anything you can do to expedite authorization.

[SSUNBRN]

To whom it may concern:

 

After reading many of the posts from other frustrated Best Buy customers, I would like to also recommend that you create a “sticky” post with answers to frequently asked questions.  Commonly asked questions appear to be; “Why didn’t the technician have the parts necessary to fix my TV on the first visit?”; “Why is my scheduled appointment so far in the future?”; “What is the policy regarding identifying a “comparable” replacement?”; “How long should I expect to wait before I receive authorization from Best Buy to repair/replace my hardware?”, etc.

[SSUNBRN]

Update: Today I was contacted by the service technician assigned to my case (Eddie).  He told me that Best Buy has declined his recommendation to replace my TV.   Apparently the HDMI issue that I’m having is “rare” and a senior technician is required to diagnose the problem.  Additionally, a replacement for the faulty optical block installed in my TV on 14 November has not been ordered.  I now have to wait for a new optical block to be shipped and then schedule a third appointment for in-home repair.

I find the way Best Buy is handling my case to be completely unsatisfactory.  First, it’s been an entire month since I reported HDMI problem and I’m literally not one step closer to finding a resolution.  Best Buy should have sent someone with the proper qualifications if they were going to turn around and disregard Eddie’s recommendations.  In 30 minutes I was able to find 14 people that have had the same HDMI issue (see link: http://www.avsforum.com/avs-vb/showthread.php?p=15192542#post15192542).  Secondly, upon notification of the faulty optical block replacement part, Best Buy should have ordered another one immediately. 

I’ve wasted two days of leave for service appointments and countless hours on the phone and internet.  Best Buy needs to resolve this issue a lot faster to keep me as a customer in the future.  I believe a replacement TV or a credit of my original purchase price is justified.

Message Edited by SSUNBRN on 12-01-2008 10:18 PM

[SSUNBRN]

41 days from my initial call

39 days from my initial in-home visit

29 days from my second in-home visit

 

0 progress

 

The correct parts should have been ordered and installed weeks ago.  It’s been 29 days since a technician has been to my house.  Why has it taken this long to get the right parts?  Please authorize a replacement TV.

[SSUNBRN · Accepted solution]

Update: Although I think the repair process could have been a bit more efficient, I’m pleased that my TV was finally approved for replacement (after a third unsuccessful service call).  The process of switching out my TV was very easy; kudos to the Best Buy team members at the Waldorf, MD store.