05-10-2012 09:55 AM
Sorry for the delay, but I have still not been able to arrange for a second opinion without you having to pay for the service call if the technician determines the damage was not caused by a defect in the TV. I should have a final word for you by tomorrow.
05-11-2012 01:43 PM
I did get a final answer on this. We would not be able to send a different service center out to provide a second opinion on this unless you agree to pay for the service call if the previous diagnosis that the crack in the screen could not be caused by a defect in the TV is confirmed.
If you do want me to arrange for this second service call just reply back to this thread with the days and times that would work with your schedule, and I will inform our services that you have agreed to pay for this appointment if the original diagnosis is confirmed.
05-14-2012 07:00 AM
Are we honestly right back to where I started from? Apparently the fact that the first technician didn't actually inspect the tv and all decisions were made based on photographs is my fault somehow and I get to pay yet more money towards a warranty that obviously no one wants to stand behind. This was my first and last warranty purchase from Best Buy.
05-14-2012 11:07 AM
I fully realize that this was not the answer you were seeking, but I can assure you this is what I have been informed of by our services. The only other option I can really point out for you would be for you to arrange for service yourself with an authorized service center, and if they determine that the crack in the screen was due to a defect in the TV you can submit to be reimbursed the cost of this service by your Geek Squad Black Tie Protection (GSBTP) plan.
05-14-2012 11:44 AM
Well tracy74, if you honestly believe that the damage is covered under warranty, then let them have a tech come out. Regardless of whether the initial decision was based on photographs, if the isssue is under warranty, they'll cover it.
However, if you are wrong and the tech deems it not covered under warranty, that is when you'd have to cover the cost of the diagnostic and sending a tech out.