Manufacturer Warranties and Protection Plans

[skap]

I bought a Toshiba 40" LCD on December 15th and on January 25th the sound gets distorted and it will not turn on.  On January 26th I call the store and ask them if I could return it for a new TV and I am told I missed the return date by a few days but bring it in as it has to be seen by the store and maybe then the manager could do something for me.  I bring it in on the 28th only to be told I missed the return period by 4 days but they would be happy to ship it out to Toshiba as the manufacturer warranty covers it.   I ask for consideration for the ability to just get a new TV since it was merely a matter of a few days and all I get is a response stating that the computer wouldn't let the store return the TV.  Really?  The computer?  

I understand the necessity for a return policy but this was an expensive purchase where the TV was clearly defective. I would also understand their position if my return was based on anything other than a product defect.  

I would think the store would be more willing to make a customer feel better about the service they provide.  Instead I am bombarded with emails and suggestions to purchase the Geek Squad extended service for a few hundred more dollars. 

I chose Best Buy over Target or Walmart for this TV as I thought their follow up for issues like this might be more customer friendly.  To add to the matter I try to speak with a Supervisor who has a rather stern response and says they don't move off this policy for anyone?  No explanation of their position, no attempt to explain the inner workings of the process to me.  His one response in an attempt to make it better was reiterating the fact that they would handle the shipping for the repairs on the TV. 

I guess you live and learn.  I think I'm done paying extra for service that's really not there.  Onto the next retailer who is a little more customer friendly.

[Mbrguy Emerging Expert]

Since it's a 40 inch TV, call 1-800 GEEK SQUAD and they may be able to schedule a technicial to come out to your house to repair the TV under the warranty.  But they are correct that after the return period is over, any defects are the responsibility of the manufacturer and would need to be repaired.

[skap]

Thanks for the response and I do understand the concept of the manufacturer being responsible.  What was disheartening is the position taken on the matter.  Again, customer service is what separates one store from another.  To some degree I do expect to be treated differently than a customer who merely wants to return an item because they don't like it.  To lump general returns in with defects into one return policy seems wrong to me and this is where a store could set itself apart from the rest by being slightly more attentive to customers. 

[Ryan-BBY Senior Social Media Specialist]

Hello skap -

Allan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Allan-BBY Community Connector]

Hi skap,

After discovering your new TV is defective, and then being told you missed the chance to exchange it by four days, would be upsetting to anyone. I do see that you purchased this TV on 12/10/2011, and the store was correct that our extended holiday return or exchange period ended on 1/24/2012.

The store is also correct that after our return or exchange period has expired a customer would need to have any defects in a TV repaired if covered by a manufacturer’s warranty or one of our service plans. I do see that this TV is now shipping to a service center for repairs. Once I see this service center has received it I will reach out to them to see if anything can be done to expedite this repair.

I have also emailed the management of this store to see if they can offer any other resolution in this matter. Once I hear back from the management I will post back to this thread.

Thanks for posting,

[skap]

Thanks for the reply.  But the reality is that I spent a good deal of money in your store for an item that was defective within the first few months of its life.  I don't know anyone who wouldn't be demanding a replacement under these circumstances.  After the repair of this television I am now left with a few choices which are not very inviting.  One, do nothing and let the 1 year warranty expire on a television that I am not comfortable with.  Two, purchase a rather pricey Geek Squad plan.  After speaking with Toshiba I now realize how it is that your company is able to get away with charging so much money for the Geek Squad plan and hey, trust me, I'm all for a company making money. 

But again, this all goes to customer service combined with logic and common sense.  Think of the message you are sending as a company when a customer makes a large purchase only for it to be completely defective and then find out that he is a few days outside the return policy.  The obvious message sent is that Best Buy is more concerned in their profit than the ability to work with and keep good customers.   Your return policy lacks logic and common sense and the reality is that it will be the reason why I shop at another retailer who can show me a more flexible policy.  When you think about it, in the end, it is your loss.  You can offer the lowest prices but I can merely bring that price to a retailer who is more flexible with their customers and they can match your price.  You have now not only lost one sale but a long term customer.   You certainly may want to send this message along to the governing board that makes decisions because I am pretty sure I am not the only customer who is frustrated with a situation like this. 

[p1norman]

My guess is that Best Buy are inflexible because they want to create a demand for the overpriced protection plans.

Tip: if you have to do the repair, then you should NOT use Geek Squad. Instead, go through the manufacturer. I made the mistake of using Geek Squad as the agent and the result was that they tried (and failed) to repair my defective dishwasher 5 times before agreeing on a replacement (it broke in November and I still don't have a working dishwasher). When I eventually get the replacement, Best Buy wants me to pay for de-install and re-install and despite calling customer relations trying to explain to them that they ought to compensate me for all the time and hassle for being without a dishwasher they cite their policies that I presume are in the fine print of the fine print.

I then contacted the manufacturer (Samsung). THey immediately agreed to handling the exchange and reimbursing me for whatever costs I would incur for de-install and re-install. They also told me (and I believe them) that they would have exchanged the machine at a much earlier stage.

The incentives are simply messed up. For each repair Geek Squad bills Samsung $150-200 for 20 minutes of labor. Clearly, they are better off having the repairs go on ad infinitum.

I will also use different retailers in the future.

[Xanthis]

Best Buy is mearly a portal in which you purchase your items. If you decide to purchase the protection plan, BB can help you out under that. If not, the only course of action for you, outside of MFG warranty/return policy, is to deal with the MFG.

BB did not make the item, so anything done by them that falls outside of return/warranty costs them. That is why the MFG offers a product warranty.

As far as your dishwasher, p1norman, there really isn't enough info for me to comment on it, but it appears you got everything taken care of.

[skap]

I'm not exactly sure how the company would feel about you referring to them as merely a portal.  In theory yes and I recognize that.  I also recognize that any company is in existence to make a profit.  But,  any company that chooses to be that portal to the manufacturer also bears a responsibility to retain a customer base.    So far, I only see a half hearted attempt at doing that.   Let's face it, anyone in the business of making money knows that the Geek Squad was a good marriage for Best Buy.  But the over inflated cost of Geek squad plans is possible because, to a certain extent, the company return policies and manufacturer warranties  force the situation onto the customer. 

Again, let me repeat that I was merely 2 days outside of the return deadline.  I almost bought the excuse of inflexibility until I  recently found that if I were a higher status of Best Buy rewards customer then the company does, in fact, extend that return policy date.   So, again, a message that basically says if I had spent more money at Best Buy and hit the silver status level then yeah, we'll be flexible. 

I am a pretty practical person. At the end of the day, when I am done with this experience I will seek out retailers who offer a better service to their customer.  If I find one then I'm done doing business with Best Buy.  If I don't find one then I guess I am stuck playing the game until the next entrepreneur finds a way to take on this portion of the market. 

[Xanthis]

Being a Platinum Rewards member would only have afforded you 4 more days. While it may have helped in this situation, you had 41 with the holiday return policy. Well beyond the normal return policy of 30 days. It's not being flexible, it is another policy.

GS and BB merged years ago, they are not separate entities, corporate makes the pricing.