Manufacturer Warranties and Protection Plans

[StPaddy81]

My Westinghouse TX-47f430s is having problems with the video dying at random points on the HDMI inputs.  I will be watching a movie, TV or playing a game and all of a sudden *bam* black screen and "No Input".

I called for support with my Best Buy 4 year PSP and wasn't able to get a technician for over 3 weeks (fine, they are busy).  The technician came on Friday and at first gave me the song and dance that my TV isn't compatible with the PS3 (which I'm having the most problems with on this TV.  It works just fine on both of my other HDTV's), even though Westinghouse's website explicitly states that it is.  After going around and around with him and reproducing the problem several times, he finally says he will order a replacement "Main I/O Board".

Out of curiosity I contacted 1 (800) Best-Buy and asked them if they had any information on my service order.  They said that the part is scheduled to arrive on March 12.  My initial phone call was on or around February 3rd, service was on February 20th, the parts won't arrive until March 12th, and presumably they will have to set up another 2-3 week leadtime to come out and replace the part on this TV.

Am I being unreasonable in thinking that a TV repair should not take nearly 2 months?  Is there anything that I can do to expedite this service?  

I have also read on several discussion forums including this one that my TV is a model that Best Buy can not get replacement parts for.  Here is a link stating just that:

From http://forums.bestbuy.com/bb/board/message?board.id=Warranties&message.id=1430#M143:

Entropy said:

"Also, I was called again by Geek Squad this morning to notify me that they could not find parts for my TV and were authorizing an exchange...  Similarly, Audio/Video Depot called to notify methat they couldn't get parts for the TV (um, how could they know they couldn't get the requisite part when they hadn't even come to look at the TV to determine what parts were needed?).  It seems Geek Squad never notified them that they were off the job due to their complete unresponsiveness last week."

I am worried that I am going to be strung along by Best Buy and then only after 2 or 3 months finally have my problem solved, all the while I am sitting at home with a TV that is virtually unwatchable.  Not to mention the dissatisfaction that I get daily from my wife.  Help!!!

[DONTbuyatBB]

I'm am truly sorry to hear you are having trouble with the service plans from best buy. I too had a nightmare **5 MONTH** expeirence with getting my Westinghouse 37" TV fixed (which they never did get fixed)

While I wish you luck, Here is a link to my forum post that describes most everything that happend to me in detail.

 http://forums.bestbuy.com/bb/board/message?board.id=Warranties&thread.id=2202

You may have read it its not far down the list from your own post, but the info my be helpful. All I can say is dont trust what they tell you and dont EVER back down if your not COMPLETLY satisfied. 

[Elizabeth-BBY Community Supervisor]

Dear StPaddy81, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Allan-BBY Community Connector]

Hey StPaddy81,

I don’t feel like you are being unreasonable in expecting your TV to be repaired in a timely manner. It sounds like the technician that services your area is very busy if their soonest appointment was two weeks from when you called, but I do know that how far in advance a technician is booked can change week to week. You might get a much quicker appointment once your main board is delivered to the technician.

I am not aware of any parts availability issues pertaining specifically to Westinghouse TV’s, and if your part has a delivery date that would mean we were able to order the part. I don’t want you to have to wait two to three months to get this resolved either, and I would like to do what I can to make sure you don’t have to wait that long. I am sending you a private message, and to check your messages log into the forum and click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate

[StPaddy81]

Just thought that I would keep the community up to speed.  Allan has stated that my parts are estimated to arrive on March 9th, however no tracking numbers have been posted - meaning that they have not shipped.  He did, however, say that if the parts do not ship by March 6th, a replacement request would definitely be put in as the part order is 14 days old and a resolution is not on the horizon.

As you can all imagine, I am waiting on pins and needles to see how this will be resolved.

Thank you Allan for your responses and your attention to this matter.  I am anxiously awaiting news of the replacement part arriving or (best case) replacement confirmation #.  Please keep me updated as soon as you have any news.

[StPaddy81]

Another update.  I just spoke with a representative on a Live Assistance chat to confirm whether or not parts had been shipped, and I was told that the ETA for the part has now slipped to April 8, 2009.  She also stated that she would be putting in for a replacement.  We'll see how this goes.  Here's a transcript of my chat:

Abby: Hi, my name is Abby. How may I help you?
: I was looking for my PSP number - my receipt is at home and I am at work
Abby: I am happy to assist you with that!

May I please have your name and the phone number associated with your account?
: Patrick XXXXXX - XXXXXXXXXX
Abby: Thank you, Patrick! One moment please!
Abby: Which product is this in reference to, Patrick?
: Westinghouse TX-47f430s TV
Abby: This is the 42" Westinghouse tv, purchased 9/2/2006?
:
no, that TV was replaced by Best Buy under the manufacturer's warranty,
and replaced with the Westinghouse 47" TV purchased 6/2007. the
original PSP was tranferred to the 47"
Abby: Thank you! Patrick, are you able to hold one moment while I locate that plan number?
: ok
Abby: I have located the info needed! Your plan number is XXXXXXXXXX.
Abby: Patrick, did you need to schedule service for the television?
: service is already in progress...we have been waiting on parts since 2/20
Abby: Was this service with a Best Buy technician?
: yes
Abby: One moment, Patrick, while I look into your account for that parts status.
: can you tell if the part has been shipped (with a tracking #) or does it still have an "estimated" delivery date
Abby: One moment!
Abby: Patrick, I do see that the part has not shipped and the
Abby: ETA is now 4/8/2009.
:
I was told by the technician, and by a Best Buy employee on the best
buy forums that if parts were not shipped within 14 days, that I would
be authorized for a replacement
Abby: I am going to go ahead and put in a replacement request for you!
: thank you very much!
Abby: Patrick, you will hear from someone on that request within 3-5 business days.
: do you need anything from me? like a serial number?
Abby: I can add that information to your account so we have it on file.
: The serial # is XXXXXXXXXXXXX

Abby:
Thank you! I will put that information in for you, you can check back
with us if you do not hear back within 3-5 business days.
Abby: Patrick, Have I met all of your needs today?
: Could you please have them call me at XXXXXXXXXX?
: that is my cell phone number
Abby: I will include this information for you!
: thank you very much!
Abby: You're welcome! Thank you for chatting with Geek Squad, Patrick. Have a great day!
Abby has disconnected.

[StPaddy81 · Accepted solution]

I must say that I am now a very pleased customer.  Allan and Elizabeth, thank you very much for your help.

Allan sent me a message with my replacement authorization number this morning.  As soon as I got off work I went down to Best Buy and am now the proud owner of a Samsung LN46A650 with a new 4 year Black Tie Warranty, and the best thing is, it only cost me ~$100 total including the warranty.  This TV is 120Hz and is absolutely beautiful.  Best thing is the PS3 works!!!

I will be singing the praises of Best Buy for a long time to come - not because of the Geek Squad support, but because of the fantastic support I received here on this board.  Thanks again guys!!!

[grod]

StPaddy81, glad to hear you finally got your new TV. Just make sure your PS3 is set to output 1080p/24p and you'll see a really nice picture!