Manufacturer Warranties and Protection Plans

[henrid84]

ok... so, im not sure what the deal is with these Insignia stands but my stand broke aswell. ill start with a little background on the subject. i bought my 32" Insignia in 2008, with the $99.99 extended warranty. since ive had the TV i allways hear strange pops and creaks from it at night, i always thought (since this was my first flat panel tv) that it was normal and it was just cooling off. well. about 2 weeks ago i turned on the TV, we sat down and heard one final popping sound then the TV fell off its stand and landed ON MY COMPUTER. very little damage was done to the computer but needless to say the screen on the TV was shot. after a quick inspection i could clearly see the malfunction that had accured. turns out all those pops and creaks i had heard was the screws that hold the TV to the stand stripping its way through the plastic stand. there are 4 screws all together that hold the stand and TV in place, the top 2 screws stripped its way through the plasitc and when they had gone the bottom 2 screws could not hold the load anymore and the plastic made a clean break off.  luckily noone was near the TV when it had or else i would be speaking to a layer, not a forum but that does not change the fact that this TV malfunctioned. now ive spoken with the Geeks and they sent a Tech to my house, unfortunately i was not home but my brother was. he explained the situation and the Tech told him that the warranty that i bought for $99 only covered the TV but not the STAND? and since the stand is what malfunctioned it wuld not be covered? are you kidding me BB? the stand is asteticly part of the TV, get real. even wrighting this out is making me furious to think of how crazy that sounds. now, i dont plan to let this go by a long shot. i called them back after speaking with my brother and was able to get the Tech on the other end to schedule a call back by a supervisor. i am very bitter to the fact that i (and family) spend LOTS of money at their store, we have been very loyal to BB and even have to pass a Fry just to get to BB, wich i think might change if we cant get this resolved. we have bought computers, TV's, MP3 players, Digital Cameras, ect. ect. my family cant believe what happened either and they  are equaly baffled. best buy has always been my go to place, but with the trickery they are trying to pull on this i might just take my businesselswhere for the hollidays. i am giving BB every opertunity to make right on this and look foward to hearing from the supervisor. dont let me down BB.

[henrid84]

quick follow up... supervisor was suppossed to call before 10 am. i took the first half of my day off just to be there this morning. on BLACK FRIDAY, who do they think they are? keep your word. dont schedule a call back on the bussiest shopping day of the year and not call when you say you will, do you think your the only store open? checked the caller ID and he ended up calling half an hour after i got fed up and left for work. 

[henrid84]

ok.. so, i called back today to speak with the supervisor that was sappoessed to contact me and i ended up with some girl in Florida that knew nothing... i asked to speak with her supervisor so she goes and get her {removed per forum guidelines}. terri was extremely rude with me, i told her the situaltion and asked where i could find the imformation on where it would say that the stand is not covered in wich she replied "im not a lawyer, i cannot discuss the terms of your plan with you" YOUR NOT A LAWYER? do you have to be a lawyer to point me in the right direction? do you have to be a lawyer to explain to a PAYING customer the terms of what he is BUYING? NO! she must have used that lawyer answer 10 times in the converation. she insisted on  telling me that theres nothing they could do and to call the manufature because SHE WASNT A LAWYER. im sick of this, BB and idiot geeks are not leaving me with anything, i cant even find out where it says that the stand is not covered. and if it doest say it then it isnt so. there is no clause in the terms that says anything like that, and theres not one that says "we BB reserve the right to make up rules for your terms as we see fit to RIP YOU OFF". 

as a lesson to you and i, NEVER buy an extended Warranty with BB. they take your money then throw you to the curb. dont waste your money, insted save your money and invest in gas so you can drive right by them on your way to another local electronics store. thats what me and my family are doing for now on.

here a little project for you BB look up my phone # and see just how much money ive spent over the years, then balance that with the amount it would cost to help my situation. does it calculate?

thank you BB for trying to show a long time LOYAL customer just how much you appreciate their business.

[JM]

Please note that posting an employee's corporate identification number is against forum policy. I have marked it to be removed from your post.

In regards to your main situation, a Community Connector will be with you to address the issue within the next couple of business days. Your patience is appreciated.

[minisana]

Just curious why you are not able to post an employee's ID number? What if it was a positive review about them? I'm sure "terri" is not going to be written up for being mentioned in the forum whether good or bad.

[JM]

It's considered confidential information. Same as if one used a last name.

[henrid84]

i would be very greatfull if someone would address the issue, just point me in the right direction. thank you.

[Dorothy-BBY Community Supervisor]

Hello henrid84 -

Allan, from our Community Connector team, will be reaching out to you regarding your television concern.  I appreciate your continued patience until he is able to contact you.

[Allan-BBY Community Connector]

Hi henrid84

This experience would be frustrating for anyone, and I’m sure it was very upsetting to watch your TV fall off of its stand. I was also glad to hear that no one got hurt when this TV fell over, and that the computer it fell on is not damaged.

Unfortunately it is true that this damage is not covered by your Performance Service Plan (PSP). As stated in the terms and conditions of your service plan “This Plan excludes products that are not listed on this Plan, including products that are attached to the covered product”. Your stand on this TV is considered an accessory that is attached to your TV, but is not considered part of the TV itself. Your terms and conditions also state that cracked or physically damaged screens are not covered by your PSP, and such your plan would under no circumstances cover a cracked or physically damaged screen.

This is not to say that I don’t want to provide you resolution in this matter, but I just need to be clear that getting this TV covered by your PSP would not be a resolution that Best Buy® would be able to offer you. I am sending you a private message to discuss this, and to hopefully provide you with a resolution to your issue. 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,

[henrid84 · Accepted solution]

just a quick update: Allan was very helpfull in getting my issue resolved. i am extremely happy with the outcome and may have spoken too soon in my above rant. i would havehated to not use BB anymore because they do allways have such great deals but Allan and Dustin (local supervisor) were able to make me leave with a smile on my face of satisfaction. i also uderstand that my issue could not have come at a worse time with the hollidays and that is why things may have taken extra time to address. over all i would say that tyhis experience has helped grow my loyalty to BB and its customer care

Thank you Allan and Dustin.