10-23-2017 12:35 PM
I purchased a 49 inch Toshiba TV (Model #: 49L621U) in November 2016. The TV stopped functioning in September 2017, still within the warranty period. After referring to the Toshiba website I was informed that the warranty for this TV is handled by Best Buy. I called the Best Buy Geek Squad call center and arranged an in home appointment for 2 weeks after the time of the call. The Geek Squad technicians didn’t arrived at my home and said that they ordered the part for the TV and it would be arriving at my home within the week. The part for still not arrived.
Again I followed up them then Geek Squad is telling me that part will arrive by December 2017 which is after 3 months. Even I am not sure whether it will arrive or not.
I visited the Best Buy at Jackson on Saturday, October 21. Upon arrival, I waited online at the Geek Squad area. A Geek Squad technician began helping me. He told me that you have no extra best buy warranty so he cannot do anything.
When I requested a store general manager, Rickey approached me very rudely and informed me that there was nothing he could do to help me. At this point, I was forced to leave the store with my concern still not resolved.
The Toshiba warranty clearly states, "If the Product fails to work as warranted, Toshiba will, in its sole discretion, repair or replace the Product or part with a new or remanufactured product/part that is at least equivalent to the original Product/part. "
It has been over a month that I have been trying to resolve a warranty issue for a TV that stopped functioning. This process has been a nightmare and the customer service of the store manager at the Jackson, MI Best Buy was despicable.
10-24-2017 01:58 PM
Welcome to the Best Buy Support Online Forum Community! Being without a working TV can be frustrating. I appreciate the time you’ve taken to share you repair experience with us. I’d be happy to see how I can assist you further.
Geek Squad will occasionally repair items on behalf of the manufacturer per manufacturer’s warranty. I’m sorry to hear that your repair is expected to take longer than initially expected, and you don’t agree with the current options. Since you didn’t purchase a Geek Squad Protection Plan our hands become very tied regarding how we can assist you further. As noted in Toshiba’s terms you quoted they’d be able to make decisions regarding your repair at their discretion, and Best Buy is unable to make those calls without Toshiba’s approval.
Moving forward if you’d like a faster resolution you’re welcome to work with Toshiba directly to see if they can assist you in a better manner than Geek Squad can. You can give their warranty department a call at 800-457-7777. I apologize that your local Best Buy wasn’t able to offer you a solution to your repair issue with Toshiba’s warranty, or share that information in a professional manner.
|Mariah|Social Media Specialist | Best Buy® Corporate|
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