Help!!!! Still Getting Totally Screwed By Best Buy
I decided to visit the store again to speak with the general manager about my 61 inch DLP Nightmare. Here's A chronolgical report I gave him detailing all the crap I've gone through since this unpleasantness began. It also documents the name of every prick I spoken to:
November, 2006 : Bulb Exploded with 1400 hrs usage , Samsung sends
Service rep and replaces lamp. Task is completed within 10 minutes. Excellent service under Samsung factory warranty.
December 6th, 2006 : Light Engine Failure ( left shadow ), Samsung Factory Warranty Expired
click for picture: Engine Failure
December 7th: Best Buy Extended Warranty dispatches discount repair service. XXXXX Ltd sends Dodge Caravan to transport DLP unit to service facility. XXXXX places DLP face-down. Both XXXXX and BB Customer Service insist that TV must be taken in for diagnostics despite my protest that this type of service can be performed in home
December 8th: Contact Mr. Troy at Samsung Tech support and he confirms that service does not require diagnostics and can be performed in house. States that service people are totally incompetent for transporting DLP face down in minivan. It can result in damage to screen and projection optics. Told me to contact BB Corporate Office to ensure that such methods are not repeated.
Spoke to Mr. Steve, BB Customer Service supervisor and informed him of the mis-handling of my DLP. Tried to educate him on the detrimental effects of face down transport . Admits he lacks technical background on HDTV?s but assures me that XXXXX is fully qualified. Refuses to take further action despite my concerns and the potential damage that Samsung mentioned. As a result, I insisted that he enters my warnings in the log file of my claim and BB?s subsequent refusal to take corrective action.
December 11th: Spoke to the night sales manager Mr. Ron and informed him of XXXXX's methods. Explained to him the consequences of transporting a DLP face down and the incompetence of XXXXX Ltd... Told me to wait and see what happens. Upon my insistence he did agree to call XXXXX on Dec. 13th ( he had the 12th off ) to convey my concerns and to ensure any negative effects of improper handling are rectified. He NEVER called XXXXX or myself.
December 21st 2006: TV returned via mini-van with damage.
(click jpeg link): twin blotches
Video of damge to verify jpegs were not altered by PC.
blotches on ice video
December 22nd 2006: Contact BB Customer Service and inform them that their failure to address my concerns has ruined my DLP unit. No apology, they just said XXXXX will come and take away my TV again for another 2 weeks. I insist they use someone else that doesn?t use a mini-van. Reply, IT MUST BE XXXXX !!!!!!!!!!
THIS WILL REPRESENT THE 3RD SERVICE CALL WITHIN A SIX WEEK PERIOD, BUT
Will Only Count As a Single Repair Claim towards lemon policy. Lamp replacement and the the current repair don't count.
All this could have been avoided if either BB customer service or BB retail manager placed a single phone call on my behalf.
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
End OF Report
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
So, last Wednesday, I visit the store again and spoke to the general manager and present him with my report with included photos. Immediately tells me that all the BS I've endured over the past several weeks is unacceptable and assures me that I'll receive a replacement DLP or at the very minumum, an in home service call of a competent repair person. Told me he'll call me within 24 hrs.
So 48 hrs passes with no return call, I visit the store again to speak to the GM. This time the GM stays in his office but sends down that prick of a night manager "Mr Ron". The same guy who promised me he'd call the retards at XXXXXX Ltd to make sure any damage from face down transport was corrected, but never called.
So he comes out and tells me my problem is no longer a store issue and it's no longer in their hands. But he'll make sure XXXXXX Ltd comes by to take away my DLP again. WTF!!! Then the SOB has the nerve to totally lie in my face by saying he tried calling me after our original conversation but I had no voice mail service so he couldn't leave me a message. I reply by saying he's full of it. Both my home and office numbers I gave him have voice mail and call display. No record of his call on either system.
What a cowardly thing to do sending out an assistant manager to do his dirty work. The GM has no walnuts whatsover.
Seriously, this has become a Freaking nightmare. The higher the corporate ladder I climb, the more unethical the people become.
Is their a way I can force BB to provide me with my claim file documentation where it would indicate that they took no corective action after the mini-van thing.
I decided to visit the store again to speak with the general manager about my 61 inch DLP Nightmare. Here's A chronolgical report I gave him detailing all the crap I've gone through since this unpleasantness began. It also documents the name of every prick I spoken to:
November, 2006 : Bulb Exploded with 1400 hrs usage , Samsung sends
Service rep and replaces lamp. Task is completed within 10 minutes. Excellent service under Samsung factory warranty.
December 6th, 2006 : Light Engine Failure ( left shadow ), Samsung Factory Warranty Expired
click for picture: Engine Failure
December 7th: Best Buy Extended Warranty dispatches discount repair service. XXXXX Ltd sends Dodge Caravan to transport DLP unit to service facility. XXXXX places DLP face-down. Both XXXXX and BB Customer Service insist that TV must be taken in for diagnostics despite my protest that this type of service can be performed in home
December 8th: Contact Mr. Troy at Samsung Tech support and he confirms that service does not require diagnostics and can be performed in house. States that service people are totally incompetent for transporting DLP face down in minivan. It can result in damage to screen and projection optics. Told me to contact BB Corporate Office to ensure that such methods are not repeated.
Spoke to Mr. Steve, BB Customer Service supervisor and informed him of the mis-handling of my DLP. Tried to educate him on the detrimental effects of face down transport . Admits he lacks technical background on HDTV?s but assures me that XXXXX is fully qualified. Refuses to take further action despite my concerns and the potential damage that Samsung mentioned. As a result, I insisted that he enters my warnings in the log file of my claim and BB?s subsequent refusal to take corrective action.
December 11th: Spoke to the night sales manager Mr. Ron and informed him of XXXXX's methods. Explained to him the consequences of transporting a DLP face down and the incompetence of XXXXX Ltd... Told me to wait and see what happens. Upon my insistence he did agree to call XXXXX on Dec. 13th ( he had the 12th off ) to convey my concerns and to ensure any negative effects of improper handling are rectified. He NEVER called XXXXX or myself.
December 21st 2006: TV returned via mini-van with damage.
(click jpeg link): twin blotches
Video of damge to verify jpegs were not altered by PC.
blotches on ice video
December 22nd 2006: Contact BB Customer Service and inform them that their failure to address my concerns has ruined my DLP unit. No apology, they just said XXXXX will come and take away my TV again for another 2 weeks. I insist they use someone else that doesn?t use a mini-van. Reply, IT MUST BE XXXXX !!!!!!!!!!
THIS WILL REPRESENT THE 3RD SERVICE CALL WITHIN A SIX WEEK PERIOD, BUT
Will Only Count As a Single Repair Claim towards lemon policy. Lamp replacement and the the current repair don't count.
All this could have been avoided if either BB customer service or BB retail manager placed a single phone call on my behalf.
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
End OF Report
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
So, last Wednesday, I visit the store again and spoke to the general manager and present him with my report with included photos. Immediately tells me that all the BS I've endured over the past several weeks is unacceptable and assures me that I'll receive a replacement DLP or at the very minumum, an in home service call of a competent repair person. Told me he'll call me within 24 hrs.
So 48 hrs passes with no return call, I visit the store again to speak to the GM. This time the GM stays in his office but sends down that prick of a night manager "Mr Ron". The same guy who promised me he'd call the retards at XXXXXX Ltd to make sure any damage from face down transport was corrected, but never called.
So he comes out and tells me my problem is no longer a store issue and it's no longer in their hands. But he'll make sure XXXXXX Ltd comes by to take away my DLP again. WTF!!! Then the SOB has the nerve to totally lie in my face by saying he tried calling me after our original conversation but I had no voice mail service so he couldn't leave me a message. I reply by saying he's full of it. Both my home and office numbers I gave him have voice mail and call display. No record of his call on either system.
What a cowardly thing to do sending out an assistant manager to do his dirty work. The GM has no walnuts whatsover.
Seriously, this has become a Freaking nightmare. The higher the corporate ladder I climb, the more unethical the people become.
Is their a way I can force BB to provide me with my claim file documentation where it would indicate that they took no corective action after the mini-van thing.
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