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New Member
Posts: 3
Registered: ‎05-10-2019

Best Buy Warranty on TV

The entire process has been a complete joke and so are most of the employee's. So, I bought a 50" Vizio TV in Charleston, WV in 2015; I also purchased a 5 year protection plan with it. I've been having issues with it for a few months and they were getting worse so I decided to call in and see what I needed to do to have it fixed. I called Feb. 23rd and the guy I spoke with sent me a copy of my original reciept by email and told me to take my TV to the store to be repaired. The next day I unhooked everything loaded it up and took it to best buy. I carry it in and they tell me that they only work on 42" TV's and smaller. After I was told to take it there. They give me a number to call to have a repair order made and told me that someone would come to the house. I go home and try to call that day and was on hold for almost a hour, had gotten irritated and hung up. The next day I call and finally gotten through. They created a work order and told me a company contracted by them would call to set up a appointment. This company called a couple days later, it is about 30 minutes from my house. I told them that I needed a afternoon appointment (due to me working) I wouldn't be able to be home till 1pm. They point blank told me no. He said the only time I would set an appointment up was from 9-11am. Again this place is 30 mins from my house. After about 3 weeks of getting no where with this company I go back to the store and asked for a manager. I spoke to Kashawna Davis; she told me that it was ridiculous that they would not come out since they were that close to me. She said she would make some calls that if she couldn't get them to come in the afternoon that the TV should be replaced. She never called me back so after the 3rd day I called her. She wouldn't even get on the phone and had someone else relay messages to me. Called back 2 days later and same result, would not talk to me but had someone tell me that they could not replace it but they would ship it off for me at no charge to be fixed. So, I take it in on April 4th and they tell me it is going to be 5 weeks to send it off and get it back. I feel like that is ridiculous but fine as long as it's fixed. So, I sent it. On April 30th it makes it back. I have to call and schedule a appointment to pick it up. The customer service rep on the phone had no clue what he was doing, he put me on hold 3 or 4 times just trying to figure it out. I go in the next day to pick up the TV and the base on it is completely bent up and the TV will not even stand up straight. This time I was dealing wiht Krag Bullis he goes to a manager which tells him to get a base send ASAP. This is May 1st on May 6th I have still haven't heard anything so I go in at my lunch time to see what's going on. They tell me the base is backordered till May 19th. I ask to speak to a manager again. I got JR this time. He said he couldn't help it that he tells everyone not to let them ship stuff because it's probably going to get messed up, so you should have made arrangements with the service people. On May 7th Krag calls me and says I'm sorry about the confusion yesterday but the part will be here May 10th. So, here we are May 10th 10pm at night on friday and still no part. Long story short SAVE YOUR MONEY AND DON'T BUY A WARRANTY FROM THIS COMPANY!!!!  Not sure if i will ever buy anything from them again. This has been a terrible experience. 

Posts: 9,185
Topics: 426
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Registered: ‎09-29-2008

Re: Best Buy Warranty on TV

Jeff78,

 

Welcome to our community, although I wish it were under much happier circumstances. Repair situations by their very nature are among the most frustrating things a person can bear where technology is concerned. I too have had a need for service take far longer than I thought it should have. Of course, as you've described, this has been compounded for you by your calls for help not receiving the prompt replies that one would normally expect. I apologize for our having disappointed you.

 

I know you just wrote to us last night, but have you been in touch with the store regarding the status of your replacement stand assembly? is it the Charleston location you've been working with on your repairs?

John|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎05-10-2019

Re: Best Buy Warranty on TV

Yes. All of this has been at the Charleston, WV location. They called me Saturday to tell me part came in. I have to take the TV back to them on Monday because they don’t think it’s the right part to fix it
Posts: 1,328
Topics: 15
Kudos: 129
Solutions: 82
Registered: ‎10-03-2017

Re: Best Buy Warranty on TV

Hello, Jeff78,

 

I understand. That can certainly be frustrating. I see that you are visiting the store today in order to hopefully have the repair finally completed. Please feel free to update us on this as soon as it's done to ensure that the work was done and that it is being done to your satisfaction. Once again, I do apologize for the inconvenience with this repair situation.

 

Best,

Dave|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎05-10-2019

Re: Best Buy Warranty on TV

The part that they ordered was not the correct part and the correct one was unavailable to order. So they just did a refund on the TV and gave me a Best Buy gift card to buy a new one. All of this would have been avoided and it could have been fixed in my house in 2 weeks if the company that Best Buy contracted was even remotely helpful.
Posts: 1,328
Topics: 15
Kudos: 129
Solutions: 82
Registered: ‎10-03-2017

Re: Best Buy Warranty on TV

Hello, Jeff78,

 

I do apologize for the hiccups as this should have been solved in a much more timely fashion. However, I am happy to hear the store was able to process this for you and feel free to let us know should any further issues arise!

 

Best,

Dave|Social Media Specialist | Best Buy® Corporate
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