Manufacturer Warranties and Protection Plans

[wildej]

I purchased a Panasonic 50" plasma from Best Buy Savannah, GA about 16 months ago. I purchased the 4 year extended warranty PSP plan or whatever you want to call it. We were watching television when all of the sudden a very irritable hum started being heard.  I called the Best Buy service warranty repair center in September. They made a work order for a company to come out and fix my television. What they didn't tell me was the company they had coming was located out of Jacksonville, FL and only came to my area every so often. They didn't come by and do any diagnostic checks on the television, the television repair company didn't even call me to see what the faults were, they just recieved the work order from Best Buy ordered a circuit card and when they got time came to my house to attempt to repair my television. My wife was home and doing other things while the repairer (after about a month finally making it to my house for the repair) was working on my television. He told my wife the TV was fixed and left. I was at work and couldn't get there to verify anything. To my dismay the TV still had the same faults as before. I called Best Buy warranty department again, they again just called the same repair facility and placed another service request. After 2 weeks nobody called to setup any appointments or anything like that. I call the warranty department again, this time asking to speak with a supervisor which I waited on hold for over 1 1/2 hours, but I was mad and worth waiting. The reason it took so long as I was told was because it was a weekend and they only had one supervisor to deal with all of the problems....now that sounds like another problem but that is another issue. So I talk to a supervisor and they advise me that I should call the repair company to schedule a repair (Hmmm I wish I knew what customer service/service repair representatives job description is because I didn't think the consumer had to negotiate their own repairs), but he would have someone from the local branch call me. Now I specifically asked them to call my cell phone so I could speak to however from the local office was calling. No they called my wife and told her that once again they (Best buy) would call the repair company and if we didnt hear anything from them today that we should call the repair facility. What kind of support is that? My wife said OK about them having a repair company conduct us to do a diagnostic check. Nobody called and they logged in their computer at Best Buy that my wife was "HAPPY" with the course of action planned. My wife never said she was happy, how can anybody be happy they have to turn their tv over 18 on the volume to try and hear what is being said above the headache causing humm that the tv is putting out. I dont think she is very "happy". So they dont follow any instructions and don't call my phone. I call again to the Best Buy Service Center to be on hold again for a supervisor because the customer service reps I guess have no authority but to make service requests and they want you to do that for them as well. I finally got through to a supervisor who helped me a great amount. She did send another email to higher headquarters to have them call me. They called me on monday, unfortunately not in the morning like said so I was in a meeting when they called. They called and left a message on my home phone that they don't know why they were using the other repair facility because there was an authorized one locally. He gave the repair phone number and the new repair person would be by to do a diagnostic. Unbelievable that did happen. WOW!! Now Best Buy has authorized to repair my Panasonic Television that has the parts needed on backorder and no estimated ship date or time frame for repair. It is almost the end of November, I have been pulled every which way for almost 3 months now, there is no end in sight for repairing my television. At what point is it said to be non-economically repairable, based on parts/labor/ and customer support. Every day I hear this humm I think why would I ever buy something from this company ever again. Not because of the television failure but because of the service that I have recieved. I would pay more money to know I was going to be taken care of then hunt for the cheapest price. The price differences aren't that much different between most stores especially with online sales so customer service is going to make a difference..  It is uneconomical to continue to put money into this television (we are already around I would estimate over $1000 with the new parts ordered). I want a television I can watch and not get a headache, especially during the holidays as my family comes to visit. This service is completely un-acceptable and I hope that something can be done to rectify this situation. I thought it was finally going somehere by getting someone to my house to check my television and he told me they probably could get the parts, but panasonic doesn't have alot of spare parts and they are hard to come by and now they are on backorder until who knows when. Maybe by the time the 4 year warranty runs out I will have my tv fixed. Atleast if it takes that long to fix it when the next thing goes wrong it will be out of warranty and it wont fall under the lemon rule. Its too bad talk is cheap.....at the end of the day it is about the bottom line, not helping anyone just pushing them off on someone else in hopes that they will just get so frustrated and quit.

[BBro]

wildej,

I feel your pain man.  I am at the early stages of going through the same thing.  I purchased a 46" Sony 3 years 8 months ago.  I dug out the paperwork from my files and was happily surprised I actually purchased the 4 year protection plan.  I have purchased 6 flats screens since without the warranty and thankfully not from Best Buy.   I called the service dept on Saturday and was told by the female rep that no repair specialist were in my area but she would have one call me by end of day.  I asked her what to do if I was not contacted by days end.  She said if I was not contacted by days end she would call me personally.  Think anyone called?  No!  So, I call back on Monday.  After being on hold for another ten minutes I get a man.  I explain my situation to him.  After verifying my Saturday call he says I can't get a service tech until Dec 31 but he would have someone call me later in the day to set up a firm appt.  He told me, if I wanted it fixed sooner, I could take the tv to a local repair shop and submit the bill to Best Buy but I would be lucky to get my money back.Nice!  Once again I said what if no one calls me? I told him how unhappy I was with the service as well as the protection plan and they better call me.   He promised a phone call.  Well its Wednesday and I still have not received a call.  I also sent an email to Best Buy cust care.  They auto reply states the will get back to me in 48 to 72 hours so I got that going for me.  Wonder why companies are going out of business?  See Best Buy. Good Luck wildej.  I'll let you know howI make out.  BBRO (Best Buy Rip Off)

[Allan-BBY Community Connector]

Hey wildej,

It sounds like there have been many obstacles when it comes to the repair of your TV, and I can assure you that the length of this repair is not typical. When a customer calls Best Buy® to schedule in home service on a product we try to schedule them with a Best Buy® technician, but if there is not an authorized service technician that covers their area we then contract a local repair center to do the work for us. I honestly don’t understand how a part was ordered prior to a technician looking at the TV. Most of the time the first appointment should be a diagnostic appointment, and any parts needed for the repair would then be ordered. Once those parts came in the customer should be called and the next available appointment should be provided to them.

We don’t make customers wait indefinitely to get their products fixed, and if the part that is currently on order is on backorder, you are correct to assume it could take a while for the repair facility to receive it. When a part is on backorder the repair facility is never given a definite date of delivery on the part from the part manufacturer. I apologize for all the misinformation it seems like you have gotten so far, and I would like the opportunity to resolve your issue. I am sending you a private message so check your inbox.

Thanks,
Allan
Community Connector
Best Buy® Corporate

[John-BBY Community Connector]

Hello BBro,

I’m always unhappy to hear when our customers don’t get the prompt service that we do our very best to provide.  There is little more frustrating than having a need for service complicated by difficulty in getting it.  It happens that occasionally there are no technicians available within a customer’s specific area and our in-home service department has to locate a partner to complete the work for our customers.  In these circumstances, our representatives promise our customers a call when the provider is located so that the service can be scheduled and rendered.  Usually, this is a painless process.  It’s clear that your experience is not living up to our ideal.

As you were informed by the in-home associate, you may certainly schedule service through a manufacturer-authorized service provider yourself and be reimbursed for any repair expense that would normally be covered under your Performance Service Plan (PSP).  Of course, that is not an ideal situation for you, and I’d like to find a way to give you a better experience, not one with more demands.

To that end, I’d like to work with you to do what I can to get your service scheduled and successfully completed as promptly as possible.  Please watch your inbox for a message from me; some additional information is required for me to begin.

I look forward to hearing from you.

Sincerely,

[Markv]

This doesn't just happen in store.  I have had 3 appointments where the Geek Squad were to come to my house.  I was given the usual 4 hour window, and on the first they called me 3 hours and 45 into my wait and indicated they would not make it and that I needed to reschedule on the second not one showed up so I called and they finally sent a District Manager out after waiting 6 hours.  On the last one they called and said their guy was sick and that I needed to reschedule - next available appointment isn't until december 31.

Almost sounds like an airline.  Difference is, the airline would reschedule you and at a minimum appologise for the inconvenience.  These guys are oblivious to customer services.  I am beginning to think they just don't know.  Nobody can be this bad this consitantly.