Manufacturer Warranties and Protection Plans

[jalfieri15]

I have bought thousands of dollars worth of merchandise from Best Buy, but after this last experience I think I'll take my business somewhere else.  I bought a 37 inch flat screen in 8/08 with a 4 year warranty..  Well I've only had it a little over a year and a small grey circle appeared on the screen and continued to get larger and larger until there was no picture left.  It was late at night when it happened so I called Best Buy the next day.  The woman I spoke to said "ok, i see you have a 4 year warranty on that 37 Inch TV, bring it in to the store.. If you have a receipt go to customer service, if not go straight to the geek squad and they will help you out."  So on my day off I lugged the tv to the store and stood on the return line at customer service only for the girl to tell me "Oh no, sorry we don't repair anything over 32 inches in the store, you have to call geek squad and have them come to your house for this one".  Needless to say I was not happy, someone on the phone told me to bring it in, and as difficult as it was I got it there only to have them tell me to bring it back home and call the geek squad.  The girl knew I wasn't happy about this and said she was going to speak to her manager since I was misinformed.  She then came back and told me to take the T.V. and bring it over to the geek squad counter and even though they don't normally do it, they will send my T.V. out to be fixed because of the misinformation I received when I called.  I brought it over to the counter and waited, only for her to come back and say that she can send it out but chances are that it will come back weeks later saying they can't fix it and I need to have the geek squad come to my house.  So more time wasted just to tell me the same thing and send me home with my broken T.V....  I then get home and call the geek squad (WHAT A NIGHTMARE!!)..  The woman I spoke to was nice but seemed to have no clue what she was doing..  She left me on hold for 5 minutes at a time- several times..  When she finally confirmed all of the info, she had no idea what service center to use to send to my house so just started listing town names asking if I was close to any of them.  Then just finally said "oh I'll just set you up with Woodbridge"(Which is about an hour and a half away from me!)..  Whatever, I was just glad to have the appt, set and get off the phone..  Well I call this morning to confirm the appt. time as I was told to do, only to find out that the woman I spoke to put all of the wrong T.V. info into the computer and the service center she was having come to my house doesn't even service the T.V. I have!!!  So again I sat on hold forever while this woman set me up with a new service center, that can only come out on Thursdays-even though I told them I need a Monday appt because my husband and I work full time and it's the only day someone will be home.  I now need to take time off of work because of them.  Why purchase a warranty when you're going to go through this kind of headache to get them to honor it?!?!??!?!?!?!?!?  I am beyond frustrated at this point.  i understand people make mistakes and things happen, bit this is ridiculous.. 

[Dorothy-BBY Community Supervisor]

Hey jalfieri15 -

Welcome to the Community!  Allan from our Community Connector team, will be reaching out to you in the next few business days!  Thank you for your continued patience!

[Allan-BBY Community Connector]

Hi jalfieri15,

I have to start by saying I am truly sorry about all the hassle you have gone through in trying to get your TV repaired that is covered by a Performance Service Plan (PSP), and for any miscommunication that happened between you and the person that scheduled your appointment.

The store was correct that larger TV’s are serviced in the customer’s home, but it does sound like they were willing to make an exception to this policy and send it out to one of our service centers. I’m not sure why you were advised that the repair at the service center would most likely be unsuccessful, but this is usually not the case; the store was again correct that it can take weeks to get a TV repaired that is sent out to one of our service centers.

I did look into your repair and I show that you were scheduled with the second service center to have the problem with your TV diagnosed today 9/17/2009. I am sending you a private message to offer my personal assistance from here on out in regards to the repair of your TV. 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,