Manufacturer Warranties and Protection Plans

[katkellyh]

I have a 42" tv that the warranty god has decided not to fix again.Fine. I received a replacement number and proceeded to try to set up a time to drive to a BB store for a replacement.Sounds easy you think,right? The person who gets to make the decision is the store manager . I call the manager of the store closest to me and he decides to replace my $1899.00 plasma tv with another plasma tv costing $549.00{BB's own insignia brand} Now I was told {when I asked} that it's just a rumor that plasma tv's don't survive the higher altitudes.I was told that 3 years ago and just this morning by that Flagstaff store manager. Any repairman in my area as well as the smaller stores that sell TV's here prefer to believe the rumor.I certainly do. Plasma tv's run much hotter and less oxygen? Makes sense to me but who am I?So now I'm upset because my tv is worth 3/4 less than I bought it for AND they want to give me another one for which I would have to buy a new extended warranty because my muddled old mind believes those nasty rumors.Of course I feel used and abused,after all,I was promised that my 1st flat screen tv would function beautifully in the higher altitude and if it didn't ,well,get that extended warranty and they'll fix or replace it with a comparable tv or cut me a check for what I paid! It's up to the STORE MANAGER! WHAT???? Doesn't he have a bottom line to consider? Of course so the warranty god suggests I shop around for a nicer store manager!????? I wanted an absolute answer because there are no stores closer to me than 2 1/2 to 4 hour drives. I'm at a loss,getting more upset as the time goes on.We started this "repair" in August. Had to order the part etc. Final decision to replace was made last week in Sept. Before that I was told it was going to be fixed. I want to know if this is what you folks had in mind when mulling over your rules and regulations for keeping customers happy? I also would like to know if you really expect me to 'manager shop' to get a satisfactory solution. Please respond to me and let me know if I have really talked to the person who has the utmost authority in this situation as I have been told or if there is someone in a position of power who can speak to the inequities  I am dealing with. Thank you  Kat H. {removed per forum guidelines}

[Nokia]

You are correct. High altitude does adversely affect plasma TVs. What altitude do you live at? Also, what brand is your current TV?

[katkellyh]

I live at about 7000 ' The original TV is Magnavox 42" plasma. The store manager lives in Flagstaff Az. at about 6000' He should know better than to perpetuate the myth that it makes no difference and that these tv's are good to 10,000' Am I right to be apalled after spending that kind of money? I think not!

[Nokia]

7000' is within altitude limits for most plasmas.

The Insignia is a comparable replacement for the Magnavox.

[katkellyh]

I see that you seem to know your tv's but after dealing with all the problems personally I think that an easier solution for the companies who make plasma tv's would be "buy them at your own risk" when you live in a higher altitude. The people who deal with the repairs seem to have a better grasp of the problems.I sure hope that someone with the company has a better solution .I certainly wasn't expecting a new $2000 tv but to be offered another plasma after all my troubles with the one I have seems almost irresponsible as far as customer service goes.Thank you for your response

[Dorothy-BBY Community Supervisor]

Hello katkellyh -

Welcome to the Community.  Allan, one of our Community Connectors who specializes in televisions, will be reaching out to you regarding your concern.  You can expect to hear from him on Monday.  Thank you!

[Nokia]

If you'd like, you can have the store put the purchase price of the Insignia on a store credit and purchase an LCD. You are not required to get the unit they offer you.

[Allan-BBY Community Connector]

Hi katkellyh,

It sounds like you have just been through a very frustrating repair experience, and I’m sure that being told you wouldn’t be getting your TV replaced with what you expected just added fuel to the fire.

I should start by saying that I am not a home theater expert, and would not be able to speak to the effect that high altitudes have on a Plasma TV; I do now that Plasma TV’s typically run hotter than LCD TV’s.

It is true that your Performance Service Plan (PSP) should replace your TV with a comparable model TV as determined by the store that is processing your replacement, and yes this determination would ultimately be made by the general manager of the store is necessary. This is not to say that you should shop around for a manager that would get you what you believe is truly comparable to what you had, and in fact every store should be coming to the same determination.

The primary considerations in determining what a comparable TV is the type of TV, the screen size, and the maximum resolution the TV was capable of. There are many secondary considerations such as the contrast ratio of the TV be replaced, and the number and type of inputs and outputs. One thing that should not be taken into consideration is the original purchase price. I show you had a 42 inch Magnavox 720p plasma TV, which means at the very least the store should offer you another 42 inch 720p plasma TV as a replacement to what you had.

I do understand that you are wary about getting another Plasma TV due to the fact that you live in a high altitude environment, and the store should allow you to put the purchase price of the TV they determine is comparable towards the purchase of any TV you want. I show our 42 inch 720p plasma TV’s range in price from $549.99-$679.99, and I also show we sell two different 42 inch LCD TV’s in this price range.

If you want my personal assistance in this matter just send me a private message by logging into the forum, clicking on my icon, and then click on the send this user a private message link.

Thanks for posting,