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Posts: 1
Registered: ‎06-29-2021

Covid-19 Warranty Disaster

Customer Support,

 

I purchased a 42” LG LED Television on May 21st, 2015 along with a 5 year extended warranty.

 

On May 18th, 2020 I called to report an issue with my television, while still in my warranty period.  The service representative explained to me that BestBuy was not processing or accepting any warranty items due to the  Covid-19 Pandemic.  The Service agent mentioned he would extend my warranty and that BestBuy would honor the extended warranty and contact me when it was ok for me to bring the TV in.  Best Buy never called me nor followed up.  I have been living with the damaged TV for over a year.

 

On June 28th, I called customer support asking what had happened regarding bringing in my tv, and the agent stated that my warranty had ended and that the extension that was promised was only for 1 month, which was never explained to me.  In addition, BestBuy never called me to bring in the tv as promised.

 

I then contacted the Geek Squad via 800 number, they recommended I go to the store and speak to the store manager directly.  Next, I went to the store and although your managers were very amicable, they stated that they would not honor the warranty.  The manager also stated that the TV would be impossible to fix due to antiquated parts.  In addition, my account showed the interactions with very limited notes.

 

I am really disappointed that BestBuy dropped the ball.  I buy all my televisions from BestBuy and always purchase an extended warranty.  I called within the lifetime of the warrantee with an issue that was never resolved due to BestBuy’s Covid-19 response.  BestBuy never called me to schedule my tv repair.  BestBuy didn’t keep a detailed record of the promises they made me.  This was not my mistake and my warrantee is being turned down as if I did not notify BestBuy within the lifetime of the warranty and I did.

 

I would like BestBuy to honor the warrantee terms as promised when I purchased the Extended Warranty.  Please repair my tv or replace it.

 

I await your response.

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Registered: ‎10-10-2012

Re: Covid-19 Warranty Disaster

Good evening, arostegui, and welcome to the Best Buy forum,

 

My family and I probably spend too much time sitting in front of the TV, but with a toddler and Sundays in the fall, it would be difficult if our TV were to stop working, so I can only imagine what it has been like if your TV hasn't worked for the past year.  I'd consider the purchase of a TV to be an investment, and a great way to ensure your investment is covered is to purchase the Geek Squad Protection (GSP) plan.  Luckily, I've never had to utilize one of my own GSPs, but it's nice to know I have one for those just in-case moments.  Almost like having a security blanket.

 

The Covid pandemic, with the early lockdowns, did cause some in-home service appointments to be delayed, as repair agents weren't able to enter customers' homes.  It sounds like because your GSP was very close to expiring when you initially called in for service that your plan was temporarily extended; however, is there a reason, outside of you figured the Geek Squad would call you, why you may not have called into the Geek Squad for more than a year?  Let's say your plan had been extended another year due to the pandemic, it would still have expired a month ago.

 

While our options at this point are likely to be very limited, I'd be happy to see what options, if any, are available to us, and I'll be sending you a private message shortly so that I can gather some additional details.  You can read a private message by first logging into the forum and then clicking on the envelope icon at the top of the page.

 

Best Wishes,

Derek|Senior Social Media Specialist | Best Buy® Corporate
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