Manufacturer Warranties and Protection Plans

[shane49311]

Small white and black dots started to show up on my 50' Samsung dlp TV this past Christmas 2009. I didn't worry because I purchased the PSP when I bought the TV in 2005. I called Best Buy (BB) on 01/04 just after the Christmas break, I reported the problem and they sent the issue to a service tech in my area. The tech called me and I explained the issue. He immediately knew that it was a problem with the DMV chip. I called back a week later to check the status of the part; he let me know that he ordered it. I hung up the phone satisfied that the tech was taking care of the issue. I should add that he already serviced my TV and corrected the problem somewhat quickly and efficiently. WEEKS went by - so I called back. I hear the same story; this is now 02/16/2010. I called BB's PSP line and the rep on the line called the service tech and asked when the part would arrive - she gets the same story, it's on order. By this time I'm beginning to lose my patients with the service I'm receiving after purchasing a $400 PSP from BB. But, I keep my cool and call back everyday, twice a day sometimes to get an answer from someone regarding my repair. To tell you the truth, I got the run around from a couple reps, until today, 03/03/2010 (that’s right; I still don't have the part - white dots galore!). Today I called twice; the first rep restored a little of my confidence in BB by saying he would call me back at 5:30 PM EST, he didn't call (for some reason I thought there was still ownership in the world) so I called back and got another rep. This time I think I have some traction with the repair or replacement, since it's very close to the 60 day policy. I'm not going to jump for joy yet, I've been told to call back on 03/08/2010 to inform them if the part has not arrived. 

I will update on 03/08/2010, probably with a similar 3-5 day waiting period story like the guy who received help from Allen. I'm fine with the 3-5 day waiting period since that is the documented procedure.

Sincerely hoping BB comes through,

Shane49311

[Dorothy-BBY Community Supervisor]

Hey shane49311 -

Allan, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for your patience until he is able to reach out to you!

[shane49311]

Dorothy,

Appreciate the follow up.

Shane

[Allan-BBY Community Connector]

Hi shane49311,

After hearing how long this repair has been going on I can definitely understand you no longer having patience for it, and I don’t blame you at all for being upset. I can also say that anyone promising you a call back should be making that call, and I really do apologize that this call wasn’t made.

It sounds like we are having a hard time ordering the part needed to repair your TV, and if we can’t get the part your TV should be approved to be replaced with a comparable model TV by your Performance Service Plan (PSP).

I would like to personally look into your repair, and see if there is something I can do to get this resolved for you in the quickest possible way. I am sending you a private message to gather some personal information I would need in order to help. 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,

[shane49311]

Fellow Best Buy Customers and Community Personnel,

Yesterday (03.08.2010), I called back Best Buy's customer service line and received a number that I was told to present at my local Best Buy and they would take care of me (this is after the 60 days I waited for my part to arrive). Please note that the store reserves the right to determine what replacement customers will receive (although it does state that it has to have the same features). So tomorrow March 10th 2010 is the day! I will post back later that evening or perhaps the next day to let you all know what I got for my $1700 DLP TV. I'm aware that I won't get $1700 worth or a replacement but, I'm curious to see what they offer.

Best regards,

Shane O{removed per forum guidelines}  

[shane49311 · Accepted solution]

Well, BB came through and hooked me up with a $850+ TAX credit, pretty good (of course everyone wants more). The sales staff at the store were SUPERB! Not to say Allen from the forum wasn't because he was, and is! Even though I live in Canada Allen still showed ownership and communicated my issue to a rep in my country, KUDOS Allen!

If I may, I feel that BB's weakness is the customer service line 1-800 BEST-BUY or 1-866-BEST-BUY (CANADA). Unless you get someone that actually works for BB the people don't care about your issue. If this front line customer service area was handled better (like this forum, which has GREAT response time and follow up) customers would be A LOT happier with BB as a company.

 With that said, Margaret G from the 1-866-BEST-BUY line was OUTSTANDING. She is the real reason I will stick with Best Buy moving forward on all electronic purchases. I'm personally writing a letter to BB Canada about Margaret's IMPECCABLE customer service skills and I'm also recommending that BB Canada should have a forum like this one.

So after waiting over 60 days and exhauting my patience I picked the Samsung 450 plama 50' TV. I'm good!

Thanks again Allen!

Shane49311     

[clean9624]

Thank you for posting that your issue was resolved.  It is great to hear they got you taken care of.  It is also wonderful to hear that you will not give up on the company just because of a bad experience.  I am glad that everything worked out for you.

[tweetie]

Shane, do you still have your old dlp? Call samsung directly, they might just replace that bad chip for you for nothing. THat white dot issue has been very common and they have an "alert" and are sending techs to folks homes to fix and replace at no charge, warranty or no warranty.