Manufacturer Warranties and Protection Plans

[Spore]

My mother in-law was taking advantage of by best buy in Dubuque Iowa. They had a 3yr old 42" Samsung DLP that was getting darker- they had bought the extended warranty at the time - I told them to have there tech come out an look it. Said it possible had a bad bulb or maybe something else. Was told by the tech that it would be cheaper to replace it than fix it. It was the first time they had any problems with this TV. Beings it was under warranty they should have fixed it. My mother in-law went in and not having ton of money at there disposal was talked into a 46 insignia crap TV and was only given $550 toward this TV - what a screw. Why was this TV not repaired, I have no idea- I didn't find out till today what they had done!!! Better yet the new TV won't be in for a week - and they were told that they had 30 days to return the TV if they didn't like the quality - but it starts from time of purchase- so that would leave only 3 weeks. I wish I had been with them. Why would they have not fixed this TV- lets take advantage of a 62 yr old women and make them buy a crap TV. What should I do????

[Detachable_Dave]

that sounds very strange... if the tv was under the PSP, it either should have been fixed or replaced- replaced by comparable technology. best buy no longer carries 42'' dlp sets, so it should have been replaced with either a plasma or an lcd set (either way its an upgrade). also it seems she went from a 42'' to a 46", so they just made her pay the difference for the upgrade it sounds like? it seems most logical that if the tv were to be replaced it would have been replaced by the 42'' insignia that is $599, it sill be a step up in quality from the samsung but she should not have had to pay anything for it (unless she only paid $550 for the samsung originally- bby's service plan covers a replacement up to the original price paid). from what i understand, it doesnt sound like she necessarrily got skrewed, it just sounds very strange.

[Detachable_Dave]

actually, looking back it seems what may have happened is this.  The comparable unit for exchange is the 720p 42'' insignia that retailes at $549, so they offered her either an even exchange for that set, or $549 to put towards a tv of her choice.

[Spore]

But after spending $1300 on the 42" - and only getting $550 for the exchange is crap. They should have fixed the other TV- was only the first problem with it- not like it had been the third time and replacedment is warrented.

[Nokia]

If it is no longer economical to fix it, it will not be fixed. Your TV is now only worth $550, so that is what you have to work with.

[John-BBY Community Connector]

Hello Spore,

I certainly understand your concerns with the replacement of your mother's TV and looking out for your Mom is certainly admirable.  I'll try to clarify what it seems happened with your mother's replacement.

A TV will be replaced under a protection plan for a number of reasons including fulfillment of the No Lemon clause, parts not being available, or the TV not being cost effective to repair.  The decision to replace the TV versus repairing it is at the sole discretion of Best Buy as stated in the terms and conditions of the protection plan. 

When a TV is to be replaced, store associates should provide options, beginning with TVs that are of the same technological type:  DLP for DLP, LCD for LCD, etc.  When this is not possible, a replacement of the next most comparable TV is offered.  Since TV technology has changed a great deal in the last three years resulting in higher quality TVs at lower prices than your mother originally paid, she would have been offered fair market value of her DLP TV (what it would cost to purchase it today) to be used toward the replacement.  Based on your description, it sounds like this is what occurred and she elected to go with a model with a larger screen, possibly resulting in an out of pocket expense for her.

Also, as a point of clarification: for a TV that was ordered or will be delivered, the return period is reckoned from the date you take delivery.  If you wish to discuss other options, you may certainly do so with the store associates.  If the 46" Insignia that your mother selected was not the best choice for her, they should be able to address your concerns.

Sincerely,