Manufacturer Warranties and Protection Plans

[User142415]

   2-27-2012       5 am 50" plasma television quit working.  Called geek squad. Told to go on line. Went on line immediately afterwords. best buy is updating my account even though nothing has changed in 4 years other then my television has broke. Call geek squad right back. Everyone is gone.  This is 10 am. 2-28-2012  Noone at 1-800 # Its a Tuesday. Still updating my acount. 2-29-2012 Still updating my account. Call geek squad told to go online. Go online to setup p/u time. Amazing the account was updated. Online says call geek squad because geek squad doesnt service my area. Call geek squad set up p/u time with 3rd party. 3-5-2012 3rd party picks up television. 3-19-2012 Called geek squad to get update on television. [havent heard anything]. Was told by geek squad 3rd party was looking for parts. 3-26-2012 Called geek squad on status of television.  Was told 3rd party would have part on 3-29-2012. 4-2-2012 Called on status of television. Part is being shipped to best buy distribution center. Will take 3-5 days. They would then ship part to 3rd party. 3-5 more days? Talked to store manager of best buy in Eau Claire. Was told  would replace television after 30 days but it is 3rd party's fault. [I didnt buy television from 3rd party i bought it from best buy.] best buy should take responsibility for 3rd party. 4-3-2012 Still no word from best buy. It has been 38 days since television has quit operating. Obviously black tie means something else. Unfortunately I bought a refridgerator at the same time. If it quits working I will have to buy a new one someplace else and take the loss on the warranty. If best buy can not stand behind their warranties in a reasonable amount of time why should I continue to do business there? I have cancelled my reward zone program [I had $40 dollars in certificates and was offered $20 more in certificates] and will no longer being business there.

[Ryan-BBY Senior Social Media Specialist]

Hello User142415 -

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

[User142415]

4-4-2012 Still no television.

[User142415]

4-5-2012  39 days no television. no response from best bye. The store manager of best bye in Eau Claire store said after 30 days best bye would replace television if parts for broken television doesnt arive. How can this be good for business? If they treat all customers are treated in this manner no wonder their losing business year in and year out.

[User142415]

4-8-2012 Oh the lies and half truths of bet buy. LIE #!  When I bought the television 3-2010 the dept. manager [Jeff] is the one who assisted me. He said black tie protection plan was very good. If the television quit working the geek squad [not a 3rd party] fix it immediatly or would pick the television up and leave a loaner until servicing could be done. That was a lie. He was also upset that i wouldnt pay to have the geek squad come out and recalibrate the tv after 2 weeks. LIE #2 I wanted to drop the tv off at the store where I bought it after it broke. I was told I coudnt don that because they couldnt accept a tv that big. The store manager at the store I bought it from said I could do that they just preferred someone else do that. LIE #3 [probably a half thruth]  The television would be replaced after 30 days if parts couldnt be found. Went to the store yesterday and talked to the store manager [Jeff] and a geek squad memmber Dewayne? not sure how to spell it  [sorry  Dewayne] Now 30 days has turned into 30 business days according to corporate. My next question is when does 30 businessdays begin???? Its been 42 days  30 business days since the television broke.. When will they begin to count business days begin? When the tv broke and I called and was told to go online only to find out my account was being updated? updating the account coincedence?? When I finally got through 2 days later? When the 3rd party finally decided to pick the television up? When I made my first calln to find out where it was? When I made my last call to find out where it is? When I went to the store yesterday? When i take them to small claims court? I looked over the black tie protection plan nthey gave me. All it says is how great the plan is. Not what it covers, not what time lines are involved, just how great they are. The pamphlet I was given doesnt even mention tv's. I feel I have been very very mislead. I will not be doing business there anymore. I will also be emailing all the problems I have to everybody in my adress book asking them to forward it. I will also have everybody I know post it on facebook. That being said most of employees fo best buy have been very helpful and appear to be sincere about my plight. Dewayne from the geek squad in Eau Claire is the only person to have contacted me from best buy in 42 days. Thank You Dewayne. Jeff seemed to be indiferent at best, and dept. manager who iniately sold me the tv is at best very dishonest and misleading. I would actually like to see what the planj does cover other then it is a great plan.

[rellarillear]

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User142415 wrote:

 I would actually like to see what the planj does cover other then it is a great plan.

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http://www.geeksquad.com/uploadedFiles/wwwgeeksquadcom/protection_plans/black_tie/1941-0230921-terms...

[Allan-BBY Community Connector]

Hi User142415,

After waiting to have a working TV since 2/27/2012 I don’t blame you at all for being upset with us, and I will do my best to get this resolved for you. It is disappointing to hear that incorrect expectations have been set for you, and for that I truly am sorry.

I should point out that your four year Geek Squad Black Tie Protection (GSBTP) plan is intended to repair your TV, but there are certain circumstances in which it would instead replace the unit.

I would like to look into the possibility of replacing the TV, but I would first need to make sure this is something you want to be done. The reason I ask is because once a GSBTP plan replaces the item it covers it is considered fulfilled, and if you want coverage beyond the manufacturer’s warranty on the new TV it would be at cost to you. Do you want me to see if your GSBTP plan could replace your TV?

Thanks for posting,

[User142415]

4-11-2012 Corporate says I would have to wait 30 woerking days. When the 30 working days begins is upto ccorporate.

[Allan-BBY Community Connector]

Hi User142415,

I am not sure what the 30 working day reference is, but I can assure you that the terms of your service plan say nothing about replacing your TV after any specific timeframe. Once again I would like to see if your service plan could replace your TV, but I need to hear from you that you would like me to request this; the reason I ask is your service plan would be considered fulfilled if it replaces your TV. I am not saying that this could be done if I was to request this, but it never hurts to look into it.

Thanks,

[User142415]

4-11-2012 30 days is the number that the store manager of Eau Claires best buy told me is corporates policy.  It seems the wait will be longer. The 3rd party working on the television called and said the part is unavailable. Apparently when I was told the part was being shipped to best buy d.c. was not correct.