Manufacturer Warranties and Protection Plans

[Garymelinda]

No TV since Nov 22, 2008 and still waiting... it is now 1/7/09.....

too far to send a repair man, can't find your part, wait 3-5 business days, oh wait 3-5 more bsiness days, you need a reference number, no we are going to fix tv, oh still not fixed let me see, oh you will need to wait 3-5 business days, oh maybe you should of been given a reference # by now..., oh no we are going to fix your tv........ ha ...... yea right....hope you get the same message when you reach the pearly gates........ and sit on hold each time for an hour.

Melinda

{last name removed per forum guidelines}

Message Edited by Elizabeth-BBY on 01-07-2009 01:03 PM

[Elizabeth-BBY Community Supervisor]

Dear Garymelinda, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum. 

~Elizabeth

Community Supervisor

Best Buy Corporate

[tjon63]

That was fast! Kudos!

[Allan-BBY Community Connector]

Hey Garymelinda,

It sounds like the repair of your TV has taken longer than it should, and I will say that if I had been without my TV since 11/22/2008 I would be very upset myself. When you first called you should have been given the soonest available appointment that the technician that services your area has. During the first repair appointment the technician should diagnose what is wrong with the TV, and then order any necessary parts. Once the parts are delivered to the technician you should then receive a call to schedule a part install appointment, and the technician should come out on that day and install the parts. If after the parts are installed the TV still doesn’t work the technician should then determine what additional parts are needed to repair the TV and order those parts. This process should continue until the TV is either repaired or replaced.

It sounds like the TV has been submitted for replacement, which should mean that the TV is either covered by the manufacturer’s warranty or an extended service plan purchased from Best Buy®. Once a product is submitted for replacement by our in home repair department the customer should find out if the request was approved or denied within 3-5 business days. The manufacturer’s warranty would only replace a product that if the repair is determined to be un-economical, or if the product is un-repairable. An extended service plan purchased from Best Buy® would also replace a product it covers for the same two reasons that the manufacturer’s warranty would, and would also replace a product it covers if there have been three qualifying repairs and a diagnosis by an authorized service technician that a fourth qualifying repair is needed. A qualifying repair is if a part is installed and due to that part installation an authorized service technician determines that the product is functioning properly. If a product is approved for replacement the customer should be given a confirmation number to bring to a Best Buy® store, and the store would then process the replacement.

I would like to try and resolve your issue so I am sending you a private message, and you can check your messages by logging into the forum and the clicking on the letter icon it the upper right-hand corner of the page.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate

[Kowboy83]

It's easy to be fast when you type an generic reply which carries no real weight.

The first reply I get which actually says more than wait 3-5 days or we have no one who can help, I guess you should just call (yet) another Best Buy number to arrange a return, will be a first.

I've called and been disconnected while being directed to another department or when someone does speak to me they can't find anyone to do the job I contracted, install a dishwasher. No follow-up for my calls. Customer care doesn't exist at Best Buy

[Kowboy83]

Another day and no response from Best Buy about their failure to install teh purchased dishwasher.

[Garymelinda]

today 1/8/09 here is my newest best buy adventure... I think I talked to top daaggg yesterday... not sure .... but he said they were going or had overnighted parts.... 2 days ago

called my guy who is gonna fix it... no parts today or yesterday........ I'm not sure where ya all are from but I thought over night meant next day....

I about died laughing when some best buy lady replied to my post saying someone will get back to me in guess what.......... 3- 5 more days.............. wow....can't believe it.... 5th time I've heard that ... not once has anyone called my home phone.

I just called geeky squad talked to brandon who says... it was turned over to be replaced and I will now have to wait ..... guess for how long........ I said let me guess Brandon 3-5 days.... and you will never believe what he said............. No, it usually takes 4 days.......... again wow.......too funny..

I can tell ya what will happen next... no sorry you've been denied... and we are going to fix it.... and we will get back to you in .................. 3 to 5 days.................

never ending sprial down to the bottomless pit of best buy warantees...........

I know there are alot of you already down in this pit.... so move over here I come

AAAAAAAAAAGGGGGGGGGGGGHHHHHHHHHHHHHHHH  

Melinda (case ID # 56254397 like that number is a magical number)

{last name removed per forum guidelines}

Message Edited by Elizabeth-BBY on 01-12-2009 12:14 PM

[Garymelinda]

I have been on the phone almost every night since Nov 2, 2008. 3-5 Days is the saying I always here. Also we are working on getting your part.  I have been told 3 times by three different best buy people that I should get a reference # but after waiting another 3-5 days (which I have done 4 times) Still nothing ...... Then they send me another form to lengthen my warrenty ... ha... So I feel I have been lied to more than once and talked to in a condesending tone repeatedly.  If anyone else feels the same please contact me at {email address removed per community guidelines}, if they even post this... maybe they will after 3-5 days

Message Edited by Elizabeth-BBY on 01-12-2009 02:17 PM

[hockeycanuckjc Trusted Contributor]

Garymedlinda,

Its cool you took the time to post, but for obvious privacy and security reasons Best Buy reccomends you do not post personal information on the forums. What will happen is a community connector will review your posting and send you a private message requesting this information through there. Because of the age and nature of the internet today, its possible for spam robots to sift through postings, grab emails posted, and sadly spamming you on the end.

[Donna]

Could anything be worse that dealing with best buy's geek squad?

Spam would be many steps up.

I also am very disgusted with Best Buy.

I have written on these boards today only to see my posts moved.

Best Buy should be closed down.

There should be a class action suit against them.