10-02-2008 08:02 PM
I am currently having the worst experience ever trying to get my 42" LCD television repaired. I purchased the extended warranty (4 years) and thank goodness I did because after 17 months the LCD is gone. I have been waiting for the repair for almost 2 months. I have contacted everyone I can at Best Buys and Geek Squad service and no one will offer any assistance in getting this fixed. In fact they tell me they are waiting for a tracking number for the shipment all week!
Is there anyone else out there that has had success in taking advantage of their extended warranty and can offer some help.
A Frustrated Best Buy Customer
10-03-2008 03:50 PM
Wow, 2 months does seem excessive to me. I am sorry to hear you are having problems with your LCD television repair and even worse, that you are not getting any answers! I would like the opportunity to gather more information from you so I can try to assist you in this matter. Please watch your private messages for further communication.
Dorothy Community Connector
Best Buy® Corporate
10-03-2008 05:52 PM
In case anyone is reading I wanted to keep you up to date on my saga in getting my tv repaired.
I made my daily calls today to the Geek Squad service center. This time I got a very nice girl named Charlene. Of course, she provided me the same update I have received all week which was "They are trying to get the tracking number". I laughed and thanked her for her help. I will say that she was the nicest person I have spoken with yet and deserves praise.
I then went to the Best Buys Media email address and sent them an email saying although this is not the news they usually post, I had a good story for them which I outlined. I told them someone at Best Buys Corporate would find this newsworthy. No reply as of yet but I did not anticipate one.
I then received an email from the Store Manager of where I purchased the TV - Best Buy in Newington, CT. Of course this only came after 2 emails from me. He assured me his service manager was on it and would call me today. It is now 6:45 and no call. I sent an email and told him maybe his service guy was still trying to find my tracking number like the other 10 people I spoke with this week (Did anyone ever think that maybe the package wasn't shipped yet??). I also told him that maybe I would bring the family into his store and watch their tvs tomorrow".
Well many frustrating hours later and there is still no ETA on my tracking number let alone my part. I do have the President and VP of Retail Sales Channels names and will try to see if they may care.
I will keep everyone posted. Stay Tuned!
10-07-2008 05:11 PM
10-08-2008 11:07 AM
It has been a few days but I wanted to update you on my experience with my tv extended warranty.
I was contacted via email by a Executive Customer Service Resolution Specialist on Friday who told me they had decided to replace my television due to the length of time it had taken to attempt to get the part. He told me he would have the confirmation number I would need to take to the store to get my new tv by Tuesday evening and irregardless he would follow-up with me on the progress. Of course, Tuesday came and went. I had left a voice mail and sent an email but no reply. I did receive a call today with my confirmation number!!
I wanted to confirm that I would be getting the same television as I had (purchased 17 months ago) as I suspected this may not be the case. I was told the store would replace with a "Comparative" product. When asked what this means he would not tell me what that meant. I asked if there was someone who could tell me and he said no. I then asked how will the store know what that means if no one else does! He then told me to call him back with any questions to which I said you haven't answered this one!
I moved on to ask what I would do if my tv were to break again during my original 4 year extended warranty. He proceeded to tell me that the extended warranty I purchased would no longer be valid once the television was replaced and if I wanted all this grief and hassle again I would have to purchase a new extended warranty!!! I am not sure how they can just cancel the rest of my warranty (policy or not) when you buy this insurance to protect you from failures during a period of time.
Because I had not purchased the home delivery and setup initially, I will have to head to the store with my old tv and confirmation number to get my new one. One would think they would want to keep me out so no one will overhear the fantastic experience I have had! I will have to make sure I have ample time blocked out for this as I am sure this is not an easy process. It will be then that I will find out what "Comparative" is - btw my tv is still being sold in their flyers so logically I am expecting the same replacement.
I will keep you all up to date on the rest of my experience.