Manufacturer Warranties and Protection Plans

[0302325740]

Best Buy used to be my favorite store. Because I have spent so much money there I am a Best Buy Premium Black Tie member.  I just bought a 42 inch Panasonic Plasma flat screen TV.  I've been trying to get it repaired. The problem is the menu's pop up on their own at random and block the picture.  Then the remote control can't close the menu.  The menu scrolls through the options on its own. Often things get selected off the menu on their own.  For example, it may select "game" for video game when I am watching TV and then the picture goes out.  I have the 4 yr service plan.  I need to have the main board replaced, but the tech's keep trying other things and don't order the main board.  Most visits they just look at the TV, do nothing and they close the trouble ticket. This has been going on for 3 months now.  I am up to 9 technician visits for the same problem but no results.  Best Buy threatened to start charging me for visits if I keep calling them. In addition, some of the technicians have been rude to me.  For example, I have been lecture over not thoroughly reading the instruction manual.  Well, I have read the instruction manual from cover to cover and that still isn’t going to fix a defective main board. Other Technicians don’t show up when they are scheduled to.

I feel like I’ve been scammed over the Service Plan. I wish I never bought this TV and Blueray DVD. I'm so frustrated.

 Adam

{personally identifiable information only removed per forum guidelines}

Message Edited by Elizabeth-BBY on 12-10-2008 12:14 PM

[Allan-BBY Community Connector]

Hey 0302325740,

Having to live with a TV that is not functioning properly for three months would be very frustrating, and I apologize for any misinformation you might have gotten from Best Buy®. When a customer calls to have their TV repaired in their home they should be given the next available appointment with the technician that services their area. The first appointment is usually a diagnostic appointment, and the technician should order the parts they deem necessary to repair the TV. Once the parts are received by the technician the customer should be contacted to schedule an appointment to install the parts. If the parts that are installed repair the TV the repair tag should be closed out, and if the parts do not repair the TV the technician should re-diagnose the problem and order what parts they deem necessary to repair the TV. This process should continue until the TV is functioning properly.

A customer should be charged for an in home repair of their TV if the repair isn’t covered by the manufacturer’s warranty, or a service plan that covers repair on the TV. A customer might also be charged for the technician’s trip charge if the technician gets to the customer’s house and doesn’t find anything wrong with the TV, and had been to the customer’s house previously and had found nothing wrong with the TV. I would like to try and get to the bottom of this and find out what I can do to resolve this for you. I am sending you a private message so check your inbox by logging into the forum, and clicking on the letter icon in the upper right-hand corner of the page.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate