Manufacturer Warranties and Protection Plans

[acp1975]

UGH.... I have very little faith left with BB and Geek Squad....  My 37" LCD is broken AGAIN for the second time in 13 months.  Took 2 weeks to get a tech here and that was only because i made a fuss when I was informed it would originally take 5 weeks.  Tech arrives looks at the TV and for 5 minutes, throws his hands up in the air with NO idea what is worng with it.  Looks in the back of the TV writes down some numbers and says "we have to change the board"  I said " you've done that once before" His reply "it needs it again".... The part "should" be availible in another 10 business days.

I called BB/GS to find out about expediting the part which of course I was told can't be done because there is a procedure that must take place by the insurance company that approves the parts....UGH yet again, i ask for a supervisor and get put on hold forever and then told one is not availible but yet another request will be made to have someone call me.

After reading the other 600+ comments on this message board I can already see where this is going I seem to be following the SAME pattern as 90% of the complaints listed.  I am soooo very disappointed, that BB feels it is reasonable for families to wait 4+weeks for a functioning TV.

I asked about a replaceent TV but was told that the request would most likely be denied because the part could be ordered.  This is the same part TWICE now in 12 months that needs to be changed...... What terrible service and at this point will certainly NEVER EVER buy another product from Best Buy again, this is truning out to be my Worst Buy !!!!!!!!!

I am certainly going to contact Philip's directly and let them know how Best Buy treats their constumers who purchase their product.  I also plan to contact Best Buy corperate because nothing about this "turn around time" is acceptable....

What a terrible way to treat custmers you purcchase such expensive products for you, it is obvious you don't care about you customers once you have their money !!!!!

[Allan-BBY Community Connector]

Hi acp1975,

Being without a TV during the holiday season would be very upsetting to most people (including me), and I can imagine you’re very upset. It sounds like you have a Performance Service Plan (PSP) on your TV and that is what is covering the repair. I will agree that replacing two boards in 13 months seems excessive to me, but I’m not an authorized service technician so I can’t really make that determination. I will say that when a customer calls Best Buy® to set up in home service they should be given the soonest appointment available, and when the technician gets to the customer’s home they should diagnose the problem and order any parts that are needed. Once the parts needed to repair the TV arrive they should once again be given the next available appointment, and the technician should install those parts. As long as the technician had diagnosed what was needed to repair the TV correctly this should repair the TV, and if the parts installed do not repair the TV the technician should re-diagnose and order the necessary parts.

Although a PSP is a service plan, and is intended to fix a customer’s product, it does sometimes replace the product. The PSP should replace the customer’s product if they have had three qualifying repairs and a fourth qualifying repair is needed as determined by an authorized service technician. A qualifying repair is if a part was installed on a product covered by a PSP, and due to that part installation an authorized service technician determines that the product is repaired. The PSP should also replace a product if the repair is determined to be not cost effective, or if the product is determined to be unrepairable. From reading your post it doesn’t sound like you qualify for replacement, but I would like to see if there is something I can do to resolve your issue. I am sending you a private message so check your inbox.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate