Manufacturer Warranties and Protection Plans

[jayce75]

I purchased a Toshiba DLP HDTV in 2007 with a 4 year PSP and the TV has been absolutely great until September of this year when the bulb blew. I contacted Best Buy PSP and got serviced by one of their third-party repair companies. The repairman showed up a couple of days later to inspect the TV and determined that the bulb needed to be replaced. He would have to order the bulb and would return when it came in. The technician was back in about 5 days and replaced the bulb - the TV looked great.

Over the next couple of months - the TV started getting very very dim - almost to the point that you couldn't see the screen. I called Best Buy again and since it had been less than 90 days since the previous repair, they sent the company out to look at the TV again. After speaking with the tech, I explained that the bulb was just replaced not even three months ago. He inspected the TV again and determined that the light engine needed to be replaced. The part came in and the tech was back out about a week and a half later. He replaced the light engine but the TV was still very dim and showed almost no improvement. The technician said that he thinks that the bad light engine may have done something to the bulb and even though he replaced the light engine, he would most likely have to put in a brand new bulb - again.

I received a phone call last week that they wouldn't be able to get back out to me until January 4th (even though I'm only 5 minutes away from their shop) which - okay it's the holidays I understand. So the technician shows up this morning with the bulb - except it's the wrong bulb. Now I have to wait another week for the bulb to come in and the tech to come out.

I have purchased almost all of my major electronics from Best Buy for years and have been a member of the Reward Zone program since it was started - however I don't think that it's unreasonable that I am extremely frustrated at this point. This TV has been absolutely flawless until the bulb blew and ever since then it has not been able to be restored to it's original working condition. It's been a while three week (going on a month) debacle between the light engine and the bulbs. Somone from Best Buy that has the authority to make me a happy customer again NEEDS to contact me and get this resolved once and for all.

[jayce75]

I finally got through to someone at the 888 Best Buy number. The lady on the phone was very nice, accomodating, and listened to my concerns. She pulled up the history on the repair and found that they've paid the repair folks more than I paid for the TV, warranty, and the stand that I bought at time. She has submitted me for a replacement TV and I should hear something by Friday (hopefully sooner). I'll post back with the outcome when I have one.

[Dorothy-BBY Community Supervisor]

Hey jayce75 -

While your situation was definitely frustrating, I am glad you updated us on what is currently happening.  Please let us know what the outcome is, and if necessary, a Community Connector can also look into this for you.

Thanks!

[jayce75]

I got a call from Best Buy yesterday morning - basically they are going to check on the status of the next bulb with the repair place and try to hurry them along.  The lady said that they could submit me for a replacement but that it would probably get denied since this is only showing as the second service call (even though this will be the fourth component that they've replaced). Also I was told that the call for a replacement would have to be made by the technician(s) servicing the television. Not really sure how well that's sitting right now but I'll guess I'll just wait for the next replacement bulb and hope that it's the right one and that it fixes the problem.

I called the repair place a few minutes ago to find out if they got the bulb in but as usual I just get their voice mail. I'm hoping that they will be out tomorrow and that I won't have to go another weekend without it. For now here I sit - still with a dim TV downstairs in the living room. Tomorrow will be a month since I opened the service call in December.

[jayce75]

Well that was fun - they didn't order the bulb until yesterday. I am NOT happy that the tech was here Monday and knew he had the wrong bulb before 9 a.m. yet they still didn't order the bulb until yesterday...

[Johnesh]

I'm also having a horrible time with my Toshiba repair.  I'm on day 48 and I've used 4 vacation days waiting for these jerks who didn't show up twice and show up at the wrong time even when they do!   I'll post my saga so misery can have company

[jayce75]

Just read your initial post - that really sucks. Like I told the supervisor on the phone tonight I feel like I'm being held hostage in this whole process. This should have been completely resoved before the new year yet here we are a week into 2010. I only work about 7-8 minutes away from where I live but I've had to leave 8 times so far to meet the repair tech.

The TV has an absolutely beautiful picture when it's working properly and I want that back. I don't think that's too much to ask.

[jayce75]

Just another update - after speaking with a Supervisor on Thursday night I was expecting a call back from whatever department at Best Buy handles dealing with the third party repair company on Friday (yesterday) with an update on 1 - why the third party waited two days to order the replacement part and 2 - an update on when I can expect the repair to be completed.

We were home all day but no phone call from anyone. I'm not sure what the deal is but if my TV is not completely fixed this upcoming week I am going to be extremely upset. I have been more than fair, reasonable, and courteous with EVERYONE that I've spoken with regarding this repair but my patience is just about spent. I don't care who has to make this right at this point but they need to do something sooner rather than later.

[Dorothy-BBY Community Supervisor]

Hey jayce75 -

I know you have been waiting patiently, but I believe it is time to have Allan from our Community Connector team step in on your behalf.  I have asked him to contact you and you should hear from him soon.  Thank you for the updates!

[jayce75]

I look forward to hearing from him (or anyone) today regarding this