Manufacturer Warranties and Protection Plans

[audi2314]

Hi,

My Toshiba DLP has been screwed up for weeks (Black screen, flashing colors, turns off for hours,etc....). I scheduled and appointment on 3/08/09 and was given a appointment date of 3/21/09. I waited patiently for the service call and got a great technician. He was very knowledgeable and courteous. He did everything within his power to make this process as painless as possible. He determined my television needed to have the engine replaced and scheduled me another appointment date of 4/1/09. I made arrangements with my employer to be home during this scheduled time frame. Best Buy called to cancel this appointment without calling the number provided to them in case this issue aroused. This is causing me to lose wages since I didn't receive this message until I got home from work and was unable to pull back the time I requested. At this point I called Geek Squad and got a supervisor to explain my issue and never got treated so badly. They had no compassion for there mistake of calling the wrong number and inconveniencing a loyal customer. The supervisor told me that the part was back ordered and needed to be researched and would probably arrive by 4/24/09. I feel this totally unacceptable for a customer to have to wait this long and not be given a definite arrival date for the parts. I was willing to take a store credit or replacement just to have some type of resolution to this issue, but was told to wait until 04/09/09 to make this request. For someone who can go home an watch television this would be acceptable, but in my situation this isn't the case. I've never had a bad experience with BB before this situation, but I hate to go as far as filing a BBB complaint for a company that has the ability to make this right which makes this very unfortunate. This is my last effort to resolve this before filing an official BBB complaint, can someone HELP PLEASE!!!!!

[GeraldRose]

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audi2314 wrote:

Hi,

My Toshiba DLP has been screwed up for weeks (Black screen, flashing colors, turns off for hours,etc....). I scheduled and appointment on 3/08/09 and was given a appointment date of 3/21/09. I waited patiently for the service call and got a great technician. He was very knowledgeable and courteous. He did everything within his power to make this process as painless as possible. He determined my television needed to have the engine replaced and scheduled me another appointment date of 4/1/09. I made arrangements with my employer to be home during this scheduled time frame. Best Buy called to cancel this appointment without calling the number provided to them in case this issue aroused. This is causing me to lose wages since I didn't receive this message until I got home from work and was unable to pull back the time I requested. At this point I called Geek Squad and got a supervisor to explain my issue and never got treated so badly. They had no compassion for there mistake of calling the wrong number and inconveniencing a loyal customer. The supervisor told me that the part was back ordered and needed to be researched and would probably arrive by 4/24/09. I feel this totally unacceptable for a customer to have to wait this long and not be given a definite arrival date for the parts. I was willing to take a store credit or replacement just to have some type of resolution to this issue, but was told to wait until 04/09/09 to make this request. For someone who can go home an watch television this would be acceptable, but in my situation this isn't the case. I've never had a bad experience with BB before this situation, but I hate to go as far as filing a BBB complaint for a company that has the ability to make this right which makes this very unfortunate. This is my last effort to resolve this before filing an official BBB complaint, can someone HELP PLEASE!!!!!

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While your situation is unfortunate, and the fact they called the wrong phone number that shouldnt have happened (unless they didnt have another number??) but BBY cannot be held responsible for parts that are backordered, I believe they should have a better system in place for situations like this BUT you argreed to the terms of the contract. So although BBY could probably make a better effort to get you a replacement, or a loaner or something, thats the contract you decided on.

[Elizabeth-BBY Community Supervisor]

Hi audi2314,

I've asked Allan, one of our Community Connectors, to look into your concerns and follow up with you.  You should hear from him in the next few business days.

Thanks for posting,

[Allan-BBY Community Connector · Accepted solution]

Hi audi2314,

If I had taken a day off of work to wait for a repairman, and they didn’t show up without me receiving a call I would be very upset. I’m sure you were even more upset after they didn’t show up, and then you were told the part that is need to repair your TV is on backorder with and ETA of 4/24/2009. I can understand expecting to be given a definite date of delivery on a part that is ordered for your TV, but unfortunately when a part is on backorder we are not given a definite date of delivery until it has shipped. I would like to try and get you a resolution so I am sending you a private message. 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,
Allan
Community Connector
Best Buy® Corporate