Manufacturer Warranties and Protection Plans

[abbasaba]

I purchased a TV on 6/29/08 with the psp warranty. It died on 9/4/09 I called in for service, thought everything was going well, they scheduled someone to come out and fix the TV for tuesday 9/8/09. My wife stayed home all day waiting for tech. NO CALL & NO SHOW.  I called late that afternoon, the third party that was supposed to come said they would be out on friday 9/11/09. To top that off, they said they don't work on them on site (what my warranty said) they would pick it up on friday 9/11/09 and return it the following week. So my wife stayed home all day today friday 9/11/09. NO CALL & NO SHOWED AGAIN.  Now I am really livid; I work in the service industry; jobs would be on the line if the company I worked for had this happen. I called and got a hold of a TJ supposedly at corp., after over 30 minutes on hold waiting for him and them having him put me on hold as he looked into it. He returned to the phone, to say that he was sorry but that he would have to call me back. He said in a hour to an hour and a half. We'll see.

[abbasaba]

OK Update.

TJ from corp. did call me back with the time frame that he stated. That was good. He told me that he has a tech scheduled to be here on sat the 19th that is over a week out but he is going to try to get someone else here soonen. I hope so. Bad thing that he told me is that this trip is to diagnose the problem and may not resolve it on this trip. Not too happy about that. Looking forward to having this resolved asap.

[Adamtech Emerging Expert]

Hi there! Let us know if there are any other updates.

[abbasaba]

I will advise of any updates, TJ said that he would call me monday morning and give me an update on the chance of an earlier appt. . I hope so, as my sons 5 yr old b-day party is on sat the 19th, the day of the tentative appt.

[Allan-BBY Community Connector]

Hi abbasaba,

This sounds like a very upsetting TV repair experience, and I can definitely say I would be at my wits end after two missed diagnostic appointments. I was glad to hear that TJ from our corporate office followed through, and worked to get you an appointment on 9/19/2009.

It is true that this appointment will most likely be diagnostic only, and the technician will need to order the parts needed to repair your TV. I am sending you a private message 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,

[abbasaba]

Update... Well monday came and went (well mostly its after 7pm) no return follow up call or email from TJ. Also the phone number and extension that he gave me were useless. When you call the 888 best buy #, they tell you that they can't forward you to an extension and put you in Q for the service department who tell you the same thing (that was a waste of on hold time). I emailed TJ around 3:30 in the afternoon, with no reply as of yet. Well I do know one thing, with my son's party on sat, if it is not fixed by then, I will have to buy a new TV, best buy can be assured it WILL NOT be with them.

[a237807]

Hey abbasaba I am Brian Blackwell the Geek Squad Service manager for NC, SC.  I am over the In Home Techs in the area we cover.  I am very sorry about your whole situation.  While we cannot control 3rd party they are representing Best Buy and i am very sorry they had your wife sitting at home two days with no show.  On the 19th our tech Paul M will be coming to your home and he is one of my very best!  I wish i could get him there sooner but this not our area and we are going out of area to get you hopefully taken care of on the 19th.  If we cannot i will have parts overnighted and have Paul back to your home ASAP.  I see your Sons Birthday party is on Saturday and i will have a 37 inch loaner TV on Paul’s van for you just in case he cannot fix it.  Again i am sorry you got caught in this mess.