Manufacturer Warranties and Protection Plans

[deegsmom]

I purchased a Westinghouse 42" in Feb 08 and had no problems until a few months ago, every 2 weeks we had to unplug the TV and do a factory reset just to play our playstation 3 because the HDMI ports would not work. Now the middle of January of 2010 the HDMI ports stopped working completely, so I called geek squad and they said they would send a tech that Friday. I took the day off work so someone would be home to let him in, Friday comes and I wait and wait and wait, Finally I get a call and am told that the tech was out for the day and they would have to reschedule.  Frustrated but agreed to schedule for the next available Saturday because I wasn't about to take another day off work. The tech comes as scheduled, he's here for maybe 10 min and tells us he needs to order a new motherboard and he scheduled to come back on the 2nd of Feb. Anyway, he came and put the board in and the TV has worked until 2 days ago, making it 3 weeks that the TV worked properly, now we are back to having to unplug the TV and reset everything just to get the HDMI ports to work right. So I'm sure any day now the ports will stop working at all once again.

On top of that when we purchased the tv the guy in the tv department told me with the warrenty I bought that if ANYTHING happened to the tv it would get replaced, what a lie that was. When i went to Best Buy when the HDMI ports stopped working, the lady and the customer service desk gave me an attitude and  yelled at me and said that there is no way anyone said that to me.

I'm starting to lose faith in best buy especially when I've had problems before with a cell phone I had brought in and geek squad took it to lok at it and when they gave it back to me the screen was cracked. A crack that wasnt there to begin with, they told me they couldnt do anything and that I would have to bring it to a Sprint store where I was informed that they couldnt replace my phone because it HAD A CRACK IN THE SCREEN! but thats anothet story. I just want my tv to work

[Dorothy-BBY Community Supervisor]

Hello deegsmom -

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

[Allan-BBY Community Connector]

Hi deegsmom,

It sounds like your TV hasn’t been working properly for a very long time, and it wasn’t until the HDMI ports completely failed that you contacted us to get the issue repaired. I would also be frustrated if my TV stopped working three weeks after I had just got it repaired, and I can definitely understand the thought of going through another repair isn’t something you would look forward to.

I also have to say that I really do apologize for any miscommunication that happened at our store when you purchased your service plan for your TV. It is true that your Performance Service Plan (PSP) is intended to repair your TV not replace it, but there are certain circumstances in which your PSP would replace your TV.

Your TV should be replaced by your PSP if you have had three previous qualifying repairs on this TV, and there is a diagnosis that a fourth repair will be needed. A qualifying repair is when a non-consumable part(s) is installed and due to that part(s) installation the technician working on your TV determines that your TV is functioning properly and closes out the work order. This PSP would also replace your TV if we determine that your TV is un-repairable, or if we determine that the current repair wouldn’t be cost effective to continue.

I would like to see if there is something I can personally do to get this resolved for you, and I am sending you a private message to start that conversation. 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,

[deegsmom]

I have a 40" Westinghouse that I've had nothing but problems with, I posted on this forum before because of the many problems I've had with it. My HDMI ports never seem to work for more than 2 weeks, I have to unplug and reset the TV to get them to work, otherwise I have a " no input" sign on my screen. I've had to contact Best Buy for this exact same issue several times and it's getting ridiculous. I just want my stupid TV to work the way it should, and I feel I shouldn't have to keep dealing with the same problem over and over again.

Thank you

[Mbrguy Emerging Expert]

Have you either had Geek Squad come out to your house, or sent the TV off to the Service Center for a Diagnosis yet?

[deegsmom]

Yes I've had Geek squad here at least twice to replace the same part over and over.