Manufacturer Warranties and Protection Plans

[hollyjam100]

I have a 4 yr old Toshiba 52 inch DLP television that has had Best Buy out about 4 times to repair. Today, I spoke with a very nice young lady working with the PSP program who stated that if the part for replacement isn't received by next week I will be able to get a replacement through the warranty program.

Her explaination is the same we see in the fourms that it is of comparable value and technology but my concern is 'What does that really mean'. This TV has been great for the last 4 years and I am afraid that due to the age and advancements in technolgy I am going to be offered a much smaller TV or an inferior brand.

I read the fourms and all I see are people with negative experiences so I wonder can anyone shed some light on what I may expect to receive if the part isn't received or do you have a comparable story I can use to relay my concerns.

[Nokia]

The main thing you need to remember is that the replacement cannot exceed the purchase price.

Now, keeping that in mind, you would not get a smaller TV. You get a replacement that is as close in features as the previous model, and screen size is definitely an important feature. As for brand, you should be given a Toshiba if one is avaliable. Please keep in mind, though, that brand is not taken into account when considering a replacement.

As for the negative comments, this is pretty much the complaint desk. You should expect to see negative experiences here.

[Allan-BBY Community Connector]

Hi hollyjam100,

I was happy to see this post since I believe that it is better to be fully informed than to be disappointed due to incorrect expectations.

If your TV is approved for replacement under the terms and conditions of your Performance Service Plan (PSP) you will be contacted, and given a confirmation number for the replacement of your TV. You should then bring that confirmation number to your local Best Buy® store and they should process the replacement of your TV. The store should replace your TV with the same model TV (if we still carry it), a comparable TV as determined by the store, or they will give you store credit if we don’t carry a comparable TV.

Keep in mind that the cost of the TV the store replaces your TV with can’t exceed the original purchase price. Although there are many considerations the store uses to determine what a comparable TV is, the primary considerations are type of TV (LCD, Plasma, Etc…), and screen size. You should not receive a TV with a smaller screen size. The store would not take into consideration the brand of TV when determining what is a comparable TV, but if there is a comparable TV that is the same brand you would most likely be given that model as an option for replacement of your TV. You should also keep in mind that due to technical advancements that happen over time the original price paid for your TV would not be a consideration in determining what a comparable TV is.

One last thing to keep in mind is that we do require that we get the TV that is being replaced back in our possession before we would release the new TV to you, which means you would need to bring the TV that is being replaced with you to the store if you want to walk out of the store with your new TV. If you are getting the new TV delivered we would pick up the TV that is being replaced when we deliver your new TV. I hope this clears things up for you! If you still have questions for me feel free to send me a private message by logging into the forum, clicking on my icon, and then clicking on the send this user a private message link.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate