Manufacturer Warranties and Protection Plans

[cbf]

Background:

On 05/28/06 I bought a Panasonic Plasma TV for my in-laws. Model Number TH50PX60U.

On August 24th, it stopped working. Power light would flash 10 times and then stop, then flash 10 times. TV would not power up at all.

TV is covered under BBY's extended warranty until 05/27/09

Called BBY and scheduled a technician. They picked up the TV on 08/27/08.

2 weeks later, no calls, no updates of any kind. Called the service company that picked up the TV. Said they were waiting on a part.

Another week, no updates, no calls. I call the service company again. Told that they needed another part and are waiting for authorization from BBY Warranty service to get the part. Call BBY to see if they can help. Was told they would ship the part to BBY's service company.

Another week passes I call BBY again and am told that I would receive a call with an update regarding the part and TV status within 2-3 business days. Now ONE FULL MONTH into this mess, no TV & no end in sight.

SURPRISE! A week passes, no call from anyone yet. I call BBY and they say they need to give authorization to send the part to the service company and that I would receive a call within 2-3 business days regarding the status. Gee, where have I heard that one before?

Guess what? ANOTHER WEEK PASSES. No call from ANYONE. Now in week 6. Calll BBY. Now they say they can't find the TV under my name and they have the wrong address as to where the TV was supposed to be located. Get that straightened out. BBY puts me on hold and contacts the service company. Their "system is down and can't look up the information". Asks if I could call back in an hour. What other choice do I have?

Recap: Dead TV. Still no progress after 6 weeks.

[Sarah-BBY Retired: Community Connector · Accepted solution]

Hi cbf! 

I’m really sorry to hear of your frustration with this repair, as we strive to ensure that our In-Home repairs are completed in a prompt and professional manner at all times.  However, I have researched your situation and have some good news for you!  Please refer to the private message I have sent you for more information.   

Thank you,

Sarah

Community Connector

Best Buy® Corporate