Manufacturer Warranties and Protection Plans

[chuckgeo]

Well here we go after reading these posts I see the same thing with my TV repair, called two weeks ago after my 2 year old samsung plasma TV picture went out. repair guy came out and determined a board needed to be ordered and they set up another appointment for Saturday to install the part. I recieved a call this morning from best buy saying that they do not have the part yet and rescheduled for next Thursday, I will have now gone 3 weeks without a TV. I purchased the 4 year protection / replacment plan to avoid something like this. I have been a Best Buy customer for years and now wonder if I will purchase any electronics from them again. my feeling is that if the part is not available then best buy needs to step up and replace the defective unit.

[starhelper2587]

BB will usually replace the unit of there are part(s) delays.  Usually, if a part isn't available for 30 days or more, BB will go ahead and replace the product.

[Agent_Will]

I happen to know tiny bit about TV/Appliance repair.  What state are you in?

[Agent_Will]

alright, forget my last post.

Here's the deal.  We don't like to keep people waiting that long for their repair to be completed.  We have implemented new processes and roles to try to get repairs completed on the first call.  The longer a repair takes, the worse we look, the more it costs us, and the more upset the client gets.  Now with all that being said, the one single thing out of our control is part availability.  We are at the mercy of the manufacturers and the parts vendors.  We keep some parts on hand or pre-order them but it's impossible to have every possible part for every television ready to go. 

I was able to locate your work order and it looks like all of the parts shipped as of 1/27 so unfortunately we wouldnt have them in time for your appointment today but we will definitely be ready for the 4th.  When a situation like this arises the best thing we can do is keep you informed and let you know what the hold up is.  It sounds like we've done that and I have every confidence we'll have your TV up and running by the end of the upcoming week.  If everything doesn't go smoothly feel free to shoot me a message on here and I'll see what can be done.

[Dorothy-BBY Community Supervisor]

Hello chuckgeo -

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

[Allan-BBY Community Connector]

Hi chuckgeo,

Any amount of time without a working TV would be frustrating for any person, and I’m sure three weeks without your TV working has you at your wits end.

I did look into your repair, and I confirmed that the parts needed to repair your TV weren’t delivered to the technician in time to install them on 1/29/2010. I also confirmed that, because the technician hadn’t received the parts yet, we had to reschedule your appointment for 2/4/2010.

I can understand you wanting your TV replaced at this point, and although your Performance Service Plan (PSP) is intended to repair your TV there are certain circumstances in which your PSP would replace your TV. One of those circumstances is if your TV is determined to be un-repairable your PSP would replace your TV with a comparable model. If we cannot get the parts needed to repair your TV then we of course can’t repair it, and your TV should be replaced by your PSP.

After looking into your repair I show that the parts have all shipped to the technician, and should be received by him today. I would like to share the shipping information with you, and offer what assistance I can in this repair. I am sending you a private message to pass along that information. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,