Manufacturer Warranties and Protection Plans

[ltdia]

It has been over a month and I am still without a tv or a solution. When I called and reported the problem, it took them 3 weeks to send a tech out.  The tech spent less than 5 minutes to determine the problem I said the day i called... a blown fuse (which I researched online).

He told me 5 days to get the part and that he did not schedule, but assumed I would receive priority service.  Over a week later I followed up and it turned out the part had been cancelled.  I asked why I wasn't called and the MANAGER said I fell through the cracks. The good news the $2,500 part didn't make sense so he requested a replacement (and was very helpful).

A week later I called back and everything had been cancelled... no one could tell me why, but until I called nothing was happening.  Another manager said they would escalate and have someone call me by noon tomorrow.  I waited and no one called the next day.  Then I called and the Geek Squad had gone home for the day and would call me the next day.

So now over a month, no part ordered, I cannot get an answer from anyone and ALL I WANT is a tv... not to mention I was SOLD 24-48 hour fix... and if it couldn't be fixed, it would be replaced... now I am over a month and do not even know IF or WHEN it will even be looked at next.  At least they scheduled me for an appointment a week from today... not sure what they are going to do since the part was cancelled and is too expensive to order, but at least I can see a human body

Again, everyone on the phone is great... Friendly and all willing to help.  Problem is they have no authority to do anything except, well schedule appointments for a week out.

Message Edited by ltdia on 01-22-2009 06:41 PM

[Elizabeth-BBY Community Supervisor]

Hi Itdia,

I've asked Allan, one of our Community Connectors, to look into this issue and help bring it to a resolution for you.  You should be hearing from Allan shortly. 

Thanks for your continued patience,

[Allan-BBY Community Connector]

Hey ltdia,

Over a month without your TV being either repaired or replaced would be trying on anyone’s patience, and then to have the part that is necessary for the repair to be cancelled for no apparent reason is just not acceptable. It does sound like you purchased a Performance Service Plan (PSP) to provide extended coverage for the TV, and although it is true that the PSP sometimes replaces a product it covers it is primarily intended to repair a product it covers. If your TV has had three qualifying repairs and a technician determines that a fourth qualifying repair is needed the PSP should replace your TV. A qualifying repair would be if a part was installed in your TV, and due to this part being installed your TV is determined to be functioning correctly by your technician. Your PSP would also replace your TV if your technician determines that the TV is un-repairable, or if the repair is determined to be uneconomical to repair.

I don’t blame you for being concerned that we are sending a technician out when the part hasn’t even been ordered, and I would like to look into this repair and get you answers as to why your part was cancelled and get you resolution in this repair. I am sending you a private message, and 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,
Allan
Community Connector
Best Buy® Corporate

[aantny88]

I have been dealing with a similar problem for the past three months.  I've called Best Buy and the Geek Squad on numerous occasions after having my 42" Plasma TV repaired at least 2, maybe 3 times already, only to be told that they can't find anyone to service it in my area.  They finally find someone to service it, then I'm called by the repair place and am told they have to order the parts.  That took three weeks.  Now they called to schedule a time to come out and repair the tv with the new parts.  Well guess what, no one ever shows, nor calls.  What a disgrace!  As a former supervisor of a Best Buy I did everything in my power to ensure that customers did not have to deal with issues like mine.  Being on the receiving end of something like this is just beyond my comprehension.  No one wants to take care of this problem even though I spend close to $2500 the day I purchased the tv with the service plan.  Now everytime I turn on my tv, half the screen is blue and the other half shows what should be there.