Manufacturer Warranties and Protection Plans

[Netherborne]

I have had my tv for about 9 months and it decided to die.  There is a 1 year manufacturer warranty, so I took it in to my nearest best buy to try to get it repaired / trade it for a new one.  At the store, I was told that 27" and lower are the only tv's that can be serviced in the store.  They gave me the 888-bestbuy number to call for an in-home technician.  I called said number, and the in-home technician said that only 37" and larger qualified for in-home service.  So, my question is this, how do I actually get to enforce the manufacturer's warranty on my defective tv if the store wont take it to fix it or the in-home technician won't come to fix it?

[Mbrguy Emerging Expert]

The Agents in the store were wrong.  Bring the TV back in and explain to the Agents what you were told by the phone support.  If they still refuse to send it off, then ask for either their Supervisor or a Manager.   A Supervisor or a Manager should be able to ensure that these Agents are properly trained because they were completely incorrect in what they told you.

[Netherborne]

I tried calling to save me the drive (about 40 minutes round trip) and I spoke to another rep, but they said the same thing and that the phone support was wrong... but I supposed I will have to go back in. *sigh*

[Mbrguy Emerging Expert]

It is 100% true that they can send it off, they are just apparantly unaware of the conditions for repairs.  You can also wait on here and a Community Connector will be on and can hopefully contact the store on your behalf to ensure that they are aware of the SOP for TV repairs.

It should not be this hard for you to get service on your TV and I'm sorry that you are having this dificulty with uninformed employees.

[Mbrguy Emerging Expert]

Just for your information, I do work in the Geek Squad and I have personally sent off Client TV's in excess of 40 inches under both the manufacturer's warranty and Black Tie.  But since I'm not an official poster on these forums, I have no power whatsoever other than to give you this information.

Good luck.

[Netherborne · Accepted solution]

Well, I took it back and they were able to send it off for me.  Even threw a 20$ gift card in it for me for the inconvenience.

[Mbrguy Emerging Expert]

Awesome

[CrimsonRain]

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Mbrguy wrote:

Just for your information, I do work in the Geek Squad and I have personally sent off Client TV's in excess of 40 inches under both the manufacturer's warranty and Black Tie.  But since I'm not an official poster on these forums, I have no power whatsoever other than to give you this information.

Good luck.

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The downside is waiting for the appropriate taco.

[Mbrguy Emerging Expert]

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CrimsonRain wrote:

The downside is waiting for the appropriate taco.

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Absolutely.  We will do it if the client absolutely wants us to, but we make sure that the client understands that it will take longer than needed due to the required shippment containers (tacos).  We tell them that its much quicker to schedule an Agent to come out for repairs, but let them know that it'll take a while if they want it shipped out but we'll do it if they absolutely want us to.