Manufacturer Warranties and Protection Plans

[FrustratedinAZ]

I went to BB three years ago to purchase a big screen TV.  We had researched a number of products and chose a 42" Panasonic Plasma.  When we got to BB, the salesman told us that plasma TVs had a limited life expectency, and he talked us into a 46" Toshiba DLP.  It was less expensive and a larger screen, how could we go wrong?  This TV has been a nightmare since 5 months after the purchase when the first of four lamps went out.  The latest being on 19 December, which is only 3 months after the last lamp explosion.  The earliest BB could send someone out for a service call was 8 January, so they hooked us up with a third party company.  The third party company claims that the lamps went out because of the ballast, so the service plan will cover the repair.  Hopefully?  The first two were replaced under the manufacturers warranty.  Anyway, the third party company ordered the ballast on 22 December and told us it would be 5-7 working days.  They are not providing a new date as it is on back-order.  The rumor is that they cannot get it.  So we called BB customer service on 5 January once again.  Oh, what an experience this has been!  They actually put in a request for replacement, which was denied after 5 business days because the person failed to put in the comment field that the third party company was unable to obtain the part.  We started another 3-5 business day replacement request yesterday, and are anxiously awaiting a decision.  If they stall long enough, maybe we will not have our big screen for the Superbowl.  I mean we have already missed the entire college bowl season, and the first two weeks of the NFL playoffs, so what is a few more weeks watching a 20" LCD, which by the way I purchased at BB.  I guess I will never learn. 

This TV is a piece of junk, and Toshiba as a manufacturer and BB as a seller should be held accountable.  By the way my neighbor purchased the same TV from a membership store based out of Kirkland, WA, at about the same time.  It broke after 1.5 years he took it back to the store and got a full store credit.  He now has a 60" Mitsubishi and couldn't be happier.  Now that is good customer service.  Take a hint BB.                   

[FrustratedinAZ · Accepted solution]

I am currently on-hold with guess who?  You guessed correctly, BB customer service.  They are now awaiting a written report from the third party repair facility before they will start the 3-5 day request for replacement process.  Maybe they should have done this last week, when the first request was submitted.  Or maybe they should have done this when the lamp blew for the second time in less than four months.  The problem is that you can never talk to the same person twice, and their supervisors sure cannot make decisions or help expedite claims.  That is of course if you are lucky enough to talk to a supervisor.

As I sit and watch my 20" LCD TV and ponder the thousands of dollars worth of stuff I have purchased from BB over the past few years, it makes you wonder how much you have to spend to get good and timely customer service.  I will certainly consider this experience before making any future purchases.  Maybe it's time to renew my CCo card.      

[michele17]

HI, I don't know if this will help, but I own a Toshiba 56" DLP which is on its 4th lamp unit.  There is a class action suit against Toshiba for the reimbursement of the cost of replacing the lamp units.  So if had to pay anything for the lamps it a good idea to check it out, I think the deadline to file is at the end of the month.

-----Michele

[FrustratedinAZ]

Thanks for the info.  We have not had to pay anything as yet, but we're not through with this mess.  We found out today that the ballast isn't available until late February.  They say this is the reason the lamps keep going out.  I don't know if I believe that or not.  Anyway, BBY actually called today to let us know that the request for replacement has been submitted again.  Another 3-5 working day wait.  Then I don't know what to expect.  They'll probably want to replace it with a tube set.     

[Elizabeth-BBY Community Supervisor]

Dear FrustratedinAZ, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Allan-BBY Community Connector]

Hi FrustratedinAZ,

I was sorry to hear that the repair of your TV has taken so long, and especially considering it was the holiday season when it broke this last time. When you called to schedule in home repair on the TV you should have been offered the soonest available appointment for the technician that services your area, and if that date isn’t acceptable to the customer they can be given the option to use a local service center that we have under contract to do repairs for us. It sounds like this is what happened, and because the part necessary for the repair is not available the TV has been submitted for replacement. The turnaround time on a replacement request can take up to 3-5 business days, and it sounds like we didn’t file the replacement request properly the first time and I apologize for this. I would like to try and get you resolution in this so I am sending you a private message, and to check your messages you should log into the forum and click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate

[FrustratedinAZ]

It was a painful process, but BBY made it right.  We received the call yesterday with a reference number for the replacement.  The replacement value provided by BBY was extremely fair, and the store replacement process was rather simple.  We actually were able to upgrade to a higher definition 46" LCD TV, and stay within the limit provided.  No out of pocket costs, and more importantly....No Lamps.   

[christysw]

I have the same TV, purchased 3 years ago as well, and, guess what?  The lamp went out!!  I purchased the 4 yr warranty plan, but , I can't get the "Geek Squad" to come out and fix it.  After 3 missed appt with the Squad, I am ready to pull my hair out.  No one seems to be knowledgeable over there.  They, too, came out and replaced the lamp, then ordered the ballast which has been sitting at my house for over a month. Does anyone know how to work on a TV or be held accountable for missed appt?????  They don't even have the courtesy to call you and tell you they are not coming!! I have sat home from work all day 3 times to be blown off by them.  What a nightmare!  At least have the common courtesy to call the customer and let them leave their home when you decide you just don't want to work today.....

[Elizabeth-BBY Community Supervisor]

Dear christysw, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Sarah-BBY Retired: Community Connector]

Hi christysw,

 

Some type of misunderstanding must have taken place and I apologize as missing appointments is not the type of service we aim to provide to our customers.  I was able to look into your situation, and requested that you be scheduled for the soonest available appointment - which is this Friday (1/30/09).  Please check the private message I have sent you for a few additional details too.  To check your private message, first log into the forum with your username and password, and then click on the envelope in the upper right-hand corner of the page.

 

Thank you,

Sarah

Community Connector

Best Buy® Corporate