Manufacturer Warranties and Protection Plans

[1scottyb]

I purchased a samsung 46" lnt461fxx at best buy store zip code 78232. i'm a long time customer 3 hd tv's, refrig. two computers etc...

after 14 months (thats was last july) my $2100 tv started clicking on and off when 1st turning on.

you can google "samsung clicking" and see 1000's of complaints.

I go to where i purchased the tv again 78232 in san antonio this is where my real best buy experience starts.

there is no such position as overall store manager or district manager, at least that what i'm told.

so i call samsung sorry sir 2 months out of warranty, i guess they just want me to put it in the garage next

to the piece of junk dlp i purchased in 2004. let me add i've been asked many times why i didnt but the ext wty.

1st i thougt i was buying a quality product and 2nd my boss bought one and after hearing his story of waiting over

3 months to get parts i chose not to. my besy buy credit card was thru hsbc. i log into my best buy account and write a long letter.

the reply was sorry we're hsbc not best buy and we'd be GLAD to close your account for you!.

$5600 in the past two years not to mention when i take my grandson in and dont use the card under $299.

so i go back to the so called store manager (keith) and ask him again are you sure there is no district manager or

samsung rep i can talk to? i'm told again no!! if any potentail customer thinks one word of this isnt true my cell phone # {Removed per Forum Guidelines}

i'd like to finish buy saying i never wanted anything for free other than a little common courtsey. i work in a service dept what i was after

was paying for the part (even after reading google) and have a tech install it.

[starhelper2587]

If Samsung is MFGing a bad product, there's not a lot BB can do to be held responsible for that.  Since you stated you chose not to purchase the GSBTP warranty based on your friend's opinion, you are most likely out of luck.  Samsung's MFG warranty is only for 1 year, I believe.  I think Insignia is one of the few tv MFGs that actually offer a 2 year MFG warranty.  Regardless, the store still could have offered to repair the tv for you, even if you would have been responsible for the bill.  Hopefully a Community Connector can look into this for you, but I don't know what all they will be able to do since you're outside the MFG warranty and didn't purchase the GSBTP warranty.

[pleclerc3]

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starhelper2587 wrote:

If Samsung is MFGing a bad product, there's not a lot BB can do to be held responsible for that.  Since you stated you chose not to purchase the GSBTP warranty based on your friend's opinion, you are most likely out of luck.  Samsung's MFG warranty is only for 1 year, I believe.  I think Insignia is one of the few tv MFGs that actually offer a 2 year MFG warranty.  Regardless, the store still could have offered to repair the tv for you, even if you would have been responsible for the bill.  Hopefully a Community Connector can look into this for you, but I don't know what all they will be able to do since you're outside the MFG warranty and didn't purchase the GSBTP warranty.

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If you made the purchase on a credit card check with your credit card provider most have a free extended warranty that they add to the mfg warranty.  Also if you make contact with Samsung and it is a legit issue past the mfg warranty they may help you.  Check it out do some more research!!

[starhelper2587]

I assume you're thinking of the recent CC commercial speaking about their "warranty."  If you didn't notice, at the end of the commercial it states the warranty is only for 90 days from the date of purchase.  I'd be interested to know what CC company you are referring to considering I hold over 20 currently and have never heard of anything past 90 days, especially anything 2 years after the purchase date.

[Agent_Will]

American Express and Discover will sometimes offer double the factory warranty.  Also, 20 credit cards?!

[1scottyb]

i think you're missing the point. the title is treatment of a good customer.

i want everyone reading this to know how best buy treats their customers.

also your adding another advertisement for geek squads ext wty again shows

the lack of concern to maintain good customers!

here are the major points again.

no district manager!

no one reviewed my account before answering me!!

no one was able to put me in touch with a samsung rep???!!!

i find it interesting that you mention bb being held responsible,

in bb interest they've lost a good customer over a $150 dollar replacement power supply,

they could have replaced it and seeked reimbursement thru samsung. an extra step

a good company would take to maintain a good customer.

everyone thru their best but training was able to point out MANY times

that i didnt buy the ext wty. Let me state again, this is a known problem.

do toyota owners have to have an ext wty to cover their accel pedal issues?---of course not.

[starhelper2587]

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1scottyb wrote:

i think you're missing the point. the title is treatment of a good customer.

i want everyone reading this to know how best buy treats their customers.

also your adding another advertisement for geek squads ext wty again shows

the lack of concern to maintain good customers!

here are the major points again.

no district manager!

no one reviewed my account before answering me!!

no one was able to put me in touch with a samsung rep???!!!

i find it interesting that you mention bb being held responsible,

in bb interest they've lost a good customer over a $150 dollar replacement power supply,

they could have replaced it and seeked reimbursement thru samsung. an extra step

a good company would take to maintain a good customer.

everyone thru their best but training was able to point out MANY times

that i didnt buy the ext wty. Let me state again, this is a known problem.

do toyota owners have to have an ext wty to cover their accel pedal issues?---of course not.

---

I wasn't trying to "advertise" anything.  I was simply explaining why the store wasn't able to do much.

If you were told no DM existed, you were most definitely mis-informed, which wasn't right of the store to say.

Maybe they didn't pull you up in the system b/c you had already given them the whole scenario (including purchase dates, etc.), which indicated to them you were outside of the MFG's warranty.  You mentioned you told them yourself that you didn't have the GSBTP warranty.  What else would they need to look up?

That is not a bad idea, and I'm not disagreeing with it.  But think about it like this, if a major retailer made exceptions for every client in your same boat that was barely outside their MFG's warranties, the retailer would be out a lot of money in repairs that the MFG would refuse to cover since the client wasn't covered under their warranty anymore.

[pleclerc3]

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starhelper2587 wrote:

I assume you're thinking of the recent CC commercial speaking about their "warranty."  If you didn't notice, at the end of the commercial it states the warranty is only for 90 days from the date of purchase.  I'd be interested to know what CC company you are referring to considering I hold over 20 currently and have never heard of anything past 90 days, especially anything 2 years after the purchase date.

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I guess out of those 20 you do not hold a Master Card

http://www.mastercard.com/us/personal/en/cardholderservices/guidetobenefits/index.html

Shopping Protection

- Extended Warranty
Doubles the original manufacturer’s or store brand warranty for up to one year when you pay with your eligible MasterCard card.

Not sure what commercial you were speaking of, but it does look like most if not all CC providers do have the 90 days thing. 

DANG, guess you have no Visa Credit card either :

http://usa.visa.com/personal/visa-signature/benefits/warranty-manager.jsp

Well shoot no American Express either in those 20 CCs???

http://home3.americanexpress.com/corp/cr/protection_protections.asp

I do not know if there is an extra charge for these protection plans.  From quick glance some do and some do not.  I guess that is the advantage of picking and choosing which cards you use.  So I really do not know the details of each cards purchase protection plan, I am simplely saying that it is out there and available for people to use.  If I were to buy a TV from Best Buy, the TV in question has a 1 yr mfg warranty, why pay whatever amount through Best Buy to have a 2 year covergare, when if I just regostered it or whatever process the CC company makes you do and get an extra yr from the mfg.  Now is the process of using the mfg warranty easier or more difficult then the Best Buy one.....I do not know.  It really all depends on who you talk to at either place.  We all know that customer service is never the same across the board within a big company.  And that goes for both Bet Buy and the CC company.

[Aaron-BBY Community Connector]

1scottyb,

Your concerns are certainly understandable, but it’s important to remember that all electronic devices are subject to hardware failure.  Whether it’s due to excessive heat, built up dust, or simply standard wear and tear, every product you purchase has the chance to break down.  It is precisely for this reason why most manufacturers will offer a factory warranty and Best Buy offers Geek Squad Black Tie Protection – so you have options when the inevitable occurs.

Once beyond the initial factory warranty period, however, consumers are responsible for the costs of repairs on their products if they did not elect to purchase additional service plan coverage.  It’s regrettable if this does not meet your expectations, but the store would have been correct in informing you that the TV could not be repaired or replaced under your factory warranty if that coverage had already expired.

If you are concerned that the problems you’ve encountered with your TV may be related to a potential recall, then I would strongly encourage you to contact Samsung directly at 1-800-726-7864 for additional information.  Otherwise, as I mentioned on Facebook, you may always contact our in-home service department at 1-888-BEST-BUY (1-888-237-8289) to obtain a repair estimate.

Last, but not least, rest assured that I have forwarded your concerns along to the appropriate party for review.

[1scottyb]

where have i written that i wanted bb to fix my tv? i want bb (78232) to arrange a meeting with their samsung local

rep. i want a face to face meeting with bb district rep. why was i told at the store there is no district rep?

if my word is in question call keith one of the store managers at bb 78232 san antonio store,

he's bben there for years.  

read what i'm writing and asking.

my grandson  (he's 10) loves  your store if not for him i'd never comeback.

money is not the concern in this case it's your horrible consumer realtions.

you dont even realize that hsbc is a bb in house cc company???

my best buy card is yellow if that helps.