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Posts: 2
Registered: ‎01-17-2019

Toshiba TV warranty issues

[ Edited ]

On November 17, 2017, we bought a Toshiba tv from Best Buy. On December 24, 2018, the picture went out but I still had sound. I called Toshiba service (855-527-2411), talked to Christopher who walked me through using a flashlight to determine that the backlight wasn’t working. Christopher looked up my original receipt based on my Best Buy Reward Zones information, and pointed out that it had just fallen out of warranty. He talked to his supervisor who said they could extend the 1-year warranty because it’s Christmas.

 

They set up an appointment with the Geek Squad to take care of it (order {removed per forum guidelines}. Kurt came over on December 26, and diagnosed the issue: a bad panel. However, Kurt had no notes about a warranty extension. I explained the situation and pointed out that Toshiba made this appointment, not me, and he suggested I call Toshiba back.

 

After Kurt left, I called Toshiba to ask them to update the Geek Squad ticket to let them know about the about the warranty extension. They found my record and made another Geek Squad appointment for December 28 (order {removed per forum guidelines}. They said they would include notes about the warranty extension.

 

The next day, December 27, I received an email from Best Buy, saying, “As you requested, your Geek Squad In-Home Service Appointment has been canceled.” I had not requested a cancelation so I called the number (800‑433‑5778) and explained the situation. The rep explained that I still had an appointment for December 28, but that the cancelation request was for the December 26 appointment that had already happened. I explained the whole story and the rep said they would make sure to get everything figured out by the time of my appointment the next day.

 

On December 28, a different Geek Squad guy named Jason came with no record of any of the previous activity. Jason called his Geek Squad supervisors who said the tv could not be repaired or replaced without authorization from the manufacturer. Jason determined to get to the bottom of it and he called Toshiba from my house and confirmed the “one-time warranty extension” over the phone (case #{removed per forum guidelines}. Toshiba promised to email me the authorization in 3-5 days.

 

I waited but received no email, so I called Toshiba back on January 9. They once again confirmed my “one-time warranty extension” but said they were just missing a couple pieces of info, which I provided. They gave me a new case number {removed per forum guidelines} and assured me I would receive an email with the authorization in 3-5 days.

 

I waited but once again received no email, so I called Toshiba back last night, January 16. This time I talked to supervisor Delbert who told me they would not honor the “one-time warranty extension” they’d repeatedly promised me over the phone, and there was nothing further I could do about it.

 

My Toshiba tv came with a 12-month warranty and died after 13 months. Which is a bummer but I’d accept it if their support department hadn’t repeatedly promised to cover it.

 

And I’ve already spent more time on this than it’s worth. It was just a $350 tv that we got on sale. But it’s the principle. Toshiba said they’d extend my warranty (for Christmas even!) and then they refused to honor that.

Posts: 1,655
Topics: 40
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Solutions: 82
Registered: ‎10-19-2017

Re: Toshiba TV warranty issues

Greetings elvissinatra,

 

Thank you for reaching out to let us know about your experience when seeking manufacturer service on your Toshiba TV through Best Buy. It can definitely be frustrating when a warranty ends just a few weeks before a product has an issue, especially if it happens during the holidays when there may be added stress in dealing with such a situation.

 

I know that if I were in your shoes I would expect the manufacturer to uphold their agreement, so I get where your frustration is coming from. While I wish I had better news for you, any extension a manufacturer chooses to do on their warranty period would be at their discretion so speaking to Toshiba would be the best option. As you’ve already discussed with the Best Buy agents who came out to your home, for Best Buy to go forward with any repair or replacement through a manufacturer’s warranty, the manufacturer would need to provide authorization. While perhaps not the answer you were hoping for, I hope that you are able to speak with Toshiba and receive a better resolution. Either way, please let me know if you have any other questions or concerns that I can assist with here in the future.

 

Kind regards,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎01-17-2019

Re: Toshiba TV warranty issues

Do you have a better contact number for Toshiba than the (855) 527-2411 number I had been using?

Posts: 1,655
Topics: 40
Kudos: 205
Solutions: 82
Registered: ‎10-19-2017

Re: Toshiba TV warranty issues

Hello elvissinatra,

 

Thanks for the question! There is a list of manufacturer contact information on BestBuy.com here. It looks like that list does have a different number than the one you’ve been using up until now so I hope that helps.

 

All the best,

Kayla|Social Media Specialist | Best Buy® Corporate
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