Manufacturer Warranties and Protection Plans

[Mackey]

I've gone through many posts on here and I see a sad trend, long delays in repair time and poor customer service. 

My Samsung LCD stopped displaying a picture (about 80% of the time) but continues to have sound. Upon some searching, it seems like a 2yr trend with Samsung TVs. Either the backlight goes bad, or the main board does. I called BB because I bought the protection plan (which is costly for products of this nature) to schedule a repair. The first available appointment was a week from the day I called. My wife had to schedule time off work to be available for the Noon appointment time that technician had called to set up. He  came in, and literally put his eyes to the TV and flashed his light behind in the back and said that he was going to order a new backlight. That was it! Now... He could be right, I'm not even sure if that's the case, but the TV still does have picture every once in awhile. So it's been a few days and I just received my call stating my part was ready to be installed (automated service call) upon getting transferred to a live person who had no idea that I just received an automated call to speak with them, I had talked to another another rep that said she could schedule my repair time for December 4th, which now over 2 weeks away. 

Now, I know my case isn't an extreme, but after the part is installed (and hopefully works) I would have been without a TV for a month. I purchased a lot last year from BB, for personal and work, and I am now a Premier Silver member. I would expect you to show me and the others that spend a lot of money, time and patience with your company the same respect we show you. I just feel cheaped out, like, we'll get to you, when we get to you. I feel like the customer service and the technician just half assed their way to a paycheck.

I don't know what to expect by posting this here, but if the part doesn't work, come 2 additional weeks from now, I might as well take the TV to one of the many BB locations in my area and leave it with the operations manager. Maybe he can fix it. 

[Allan-BBY Community Connector]

Hey Mackey,

I was sorry to hear that one of our best customers was feeling like we were not providing the level of service they expect from us. It sounds like you feel that the diagnosis that the technician did on your TV was not thorough enough, and that waiting two weeks to get your part installed is excessive. I have to believe the technician knows what they are doing, and have diagnosed the problem correctly. This is not to say that misdiagnosis never happens, and if they part ordered doesn’t repair your TV the technician should diagnose the problem again and if necessary order new parts.

When Best Buy® schedules an in home repair for a customer they should be giving them the next available appointment that works with the customer’s schedule. Unfortunately sometimes the technician that services the customer’s area is completely booked for an extended period of time, and the customer is given an appointment that is not as soon as they want it to be.

Best Buy® appreciates your business, and we don’t want to lose you as a customer. I would like to see if I can help resolve your issue so I am sending you a private message.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate

[Mackey]

i have replied to your reply. Thanks