Manufacturer Warranties and Protection Plans

[Rowan300]

I purchased a Sony television and a warranty plan to go with it. I have had several problems with this television. Most recently the motherboard went out. The first time a service tech came out was on February 19, 2010. My television is still not working. I have gone almost two months without a television, still paying for cable. I have had to make phone calls on my own time almost daily to try and get this expedited. I have yet to receive an explanation or an apology or anything really regarding this matter. I have found this to be a very frustrating experience and will probably not purchase any more electronics or warranties from Best Buy.

[Dorothy-BBY Community Supervisor]

Good afternoon Rowan300 -

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. 

[Allan-BBY Community Connector]

Hi Rowan300,

Two months to repair a TV is far too long to ask a customer to wait, and I honestly do apologize that it has taken us this long. I don’t blame you at all if this experience will make you hesitate next time you are considering making a purchase with us, and hopefully I can do something to make you feel better about this.

I did look into your repair, and I found out that the part needed to repair your TV is being delivered to the service center today. I am sending you a private message to pass along so private information, and to offer my personal assistance in this matter. 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,

[Rowan300 · Accepted solution]

Update: Allan sent me a pm and that same day I got a call that my part had come in. I set up an appointment for it to get installed, came home early from work and waited. No one ever showed up or called. I called the company and they had closed early for the day evidently. I sent Allan a message about what had happened and within a couple hours I was approved to have my t.v. replaced. I went to my local store and was in and out with a new, better, t.v. within half an hour.  Although this whole thing took two months and a lot of phone calls Best Buy made it right and I am very pleased with the outcome and how quickly Allan responded to me. I feel it is unfortunate I had to resort to posting on the forums to get some results but it worked out in the long run.

Thank you Allan.