Manufacturer Warranties and Protection Plans

[markm1234]

Last june I had bought a new 55 inch led tv and the gentelmen who helped me also talked me into getting a 4 year protection plan. He stated that anything goes wrong with the tv they would come out and fix it or if needed replace it. He then also gaurenteed that the plan covers accidental damage if droped or anything happens to the tv not hardware related. So I signed up and purched the plan.

Now recently my tv had took a spill because of the flimsy base and how top heavy it is and my tv needs a new screen I was told by the tech. So when I called into repair to schedule a visit I was told its not covered you are SOL! I explained I was told at the time of sale that any accidental damage was covered in the plan. They told me I was lied to no such thing! I am so upset and feel cheated and scamed!!!!!!! How can someone promise and sell something that does not exist. I read on the internet of people who were told the same. This is bad business and I am outraged. All I want is for my tv to get repaired under the plan I was promised and gaurenteed and sold! I feel for anyone who gets a black tie plan and is lied to like me just to get a sale!

[gchadams]

I am going through the EXACT same issue except I only purchased my LED TV on 3-9-12.  I was basically told the same thing, I'm just out of luck.  The lady who sold me the TV at Best Buy never said anything about not covering a cracked screen.  In fact, she assured me this would be the best thing to "protect my purchase".  I was also NEVER informed of ADH coverage and I do not know if it is covered on my GSP plan.  When I called the Geek Squad, no one ever asked me for any of my warranty info or purchase #.  Instead, when I told them that I had a cracked screen, they automatically said that they were sorry but they don't cover that.  Then they gave me the # for Samsung, who were even ruder than Best Buy staff about the issue.  Please, I need help regarding this issue!!!

[markm1234]

I'm thinking of contacting corporate to resolve this matter for the employees at the store were not helpful when I called. I have the employees name who sold me this (fake)accidental damage plan. All I want is my tv fixed and receive the services I was sold and promised.

[gchadams]

I agree and I just want to have my TV repaired too! I don't understand how Best Buy expects for anyone to pay for "black tie protection" (or any type of protection/warranty) when they do not appear to have any intention of honoring it.  For that matter, how do they expect to stay in business if they continue with such poor quality customer service.  If you are able to find any results with your issue, please post the results.  Maybe it can help me with my issue as well. 

[CrystalWoW Community Veteran]

The contract you have with best buy that you electronically agreed to upon purchase saying you understood the full terms and had received a copy states that accidental damage is not covered on televisions. They have never offered accidental on a television which is why you were told they would not be covering your repair. They do this required electronic agreement so that you as the customer know exactly what the plan covers and can choose not to buy it or to return it if it doesn't meet the expectations that you have of it.

[Ryan-BBY Senior Social Media Specialist]

Hello markm1234 -

Allan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Allan-BBY Community Connector]

Hi markm1234,

It is regrettable if any information provided you by your sales associate led to incorrect expectations of your service plan, and now being told you would have to pay for the repairs yourself would be upsetting to anyone.

It is correct that we have never sold a service plan that covered damage to a TV, and given the nature of your plan the damage to your TV would not be covered by your Geek Squad Black Tie Protection (GSBTP) plan.

I would like to see if there is anything we can offer, and I am sending you a private message to gather some personal information. 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-BBY Community Connector]

Hi gchadams,

Sorry to hear you are having the same experience as markm1234, and I truly wish I had an answer to your concern that would somehow change the fact that damage to a TV is not covered by one of our service plans.

With that said it does look like your local store took care of this for you on 3/29/2012, and I was glad to see this. If you ever need anything from me personally just post back to this thread, or send me a private message by clicking on the link in my signature.

Thanks,