01-08-2021 03:49 PM
I bought a 43-inch BESTBUY manufactured TV (Yes, it says Toshiba on the front, but it says manufactured by BB, and GS is on the back of the TV for support.) In 8/2019.
11/2020, Three months out of warranty, the TV began to fail; I called and spoke to GS and asked for a non-warranty repair, they set up an appointment with the service company. It turns out that they cannot repair the TV because BB does not make replacement parts. Toshiba and your parts department confirmed this. I bought a disposable TV that cannot be fixed, three months out of warranty? This was NEVER disclosed when I purchased the TV. I have called GS 3 tines asking for a manager, each time I am told I will get a return call and no return call 3 TIMES!!!. When I went to BB last week and asked the local store manager, "if I buy a new TV, can it be repaired, I was told YES (which is not correct). I was told the BB did not partner/manufacturer the TV (not accurate). This is obviously not OK. If I bought a car and the carmaker did not make engine parts, and I had to throw the car away if it breaks down, it would not be acceptable, even worse if this is not disclosed.
I asked to speak to a manager on three different occasions to escalate. Each time I was promised a return call, and it never happened.
BB is not taking ownership of this, just ignoring the issue.
I called your cooperate office asked for a district manager who I have email, but he never responded
This can't stand.
I have not taken to SM to express my concern; I wanted to try this outlet.
01-10-2021 03:21 PM
01-12-2021 02:19 PM
Welcome to our community, ricke95126,
Thank you for reaching out to us. A new TV should provide many hours of consistent use, and I’m sad to hear that you may be running into issues so soon after the purchase. While our Geek Squad Agents will do their best to repair any of your devices, Best Buy has a limited capacity to assist with and/or obtain replacement parts if they are no longer being manufactured, or are available though authorized vendors.
While this may not be the outcome you were hoping for, I would be happy to document your feedback here at our Corporate Office. We value this feedback, as we can take it under advisement when making future changes to our service policies. To get started, can you please send me a private message with your full name, email address, and phone number? You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.