I bought a 61" DLP tv from Best Buy last year along with the 5 yr service plan. Six weeks ago the lamp exploded and it was covered by Samsung's original warranty. 2 weeks ago, the light engine failed at which time the Samsung warranty expired and the service plan kicked in. So Best Buy hires a discount repair service and these idiots use a Dodge Caravan to pick up my TV and place it face down so it will fit. I contact both customer service and the store I made the purchase to tell them that the service should not be handling my TV like that. A DLP should never be placed face down. Even Samsung Tech support said this when I called them. So Best Buy tells me not to worry, let's just wait to see what happens. Last night, that discount service returns my TV using the same freaking mini-van. Now the TV is screwed. It's got 2 big dark blotches on the screen. So I call back Best Buy to replace the set because the service plan has a lemon replacement policy if the TV requires 4 service calls. Considering this would be the 3rd within a 6 week period, perhaps they'd make an exception because they did nothing to resolve my concerns with the service people. Needless to say, they said No. But now BB is saying all this BS in the last 6 weeks counts as only one service call. To top it off, they're using the same freaking retards to pick up my TV and I won't get it back until mid-Jan, 2007. Who knows what else these idiots will break. Seriously, people shouldn't have to go through this BS. PLLLLLLLLLLLLLLEEEEEEEEEEEEEEEAAAAAAASSSSSSSSSSSSSSEEEEEEEEE, can someone suggest a course of action.
Please Help, I'm Getting Reamed By Best Buy
- Thread starter muskyx1
- Start date
You'll most likely have to go through the 4 service calls routine before they have covered their ass wrt the PSP policy and will give you store credit for the value of the TV. I don't know why anyone buys a service plan from the retailer for big ticket items like that. If you must have the extended warranty, get it from the manufacturer.
ok here is what you need to do, call the corporate phone number (too lazy to look for it) and ask for the executive resolution department. Be very nice and you might get as lucky as I did 
Originally posted by: phantomxc
ok here is what you need to do, call the corporate phone number (too lazy to look for it) and ask for the executive resolution department. Be very nice and you might get as lucky as I did
I'd listen to this guy.
Originally posted by: phantomxc
ok here is what you need to do, call the corporate phone number (too lazy to look for it) and ask for the executive resolution department. Be very nice and you might get as lucky as I did
What product did you have success with?
If you don't have success with the Corporate resolution, file a complaint with the BBB (Better Business Bureau).
You'd be amazed how much action that can generate - at least it has for me in the past
You'd be amazed how much action that can generate - at least it has for me in the past
That'd be nice, but this is Best Buy not Costco. Kinda depends on the manager and individual store, but it seems to be corporate policy for them to screw people like this (to be fair Best Buy isn't the only one that I've seen horror stories like this from but they're definitely one of the worst it seems).
There's quite a bit of fine print on service plans and I've heard more than one person swear that they were told the plan they purchased would cover everything (specifically told it would cover for instance the lamp on a rear projection set) only for say the bulb to burn out and they contact Best Buy for it to be fixed/replaced and are given a courteous "sorry but thats not covered by your service plan".
As for the BBB, its not a bad idea but I wouldn't hold my breath about it getting your issue resolved amicably, as I think Best Buy had I forget how many thousands of BBB filings in Ohio alone before the attorney general there did anything about it and even then I believe that they only resolved the issue about mail in rebates.
as a former best buy manager this is what you should do:
first off, no the service plan does not guarantee a swap out of the tv. the only thing that does that is a power surge in which the tv does not turn on at all.
second, when it broke you should have called 1-888-BestBuy and scheduled an apointment for someone to come to your house. (i have had one visit already and they never take the tv its always repaired where it lies).
third, go in and calmy and rationally explain what happened to a manager. EVERY manager at bestbuy has a big screen tv and knows how you feel. do not yell or make threats the first time you go in there this will only cause them to fall back on the rule book which will make your life harder.
fourth, in the end they will probably swap out the tv for you. it will take a couple visits and some time but i would not worry about. if you have any other questions please private message me
finally, the actual system setup for in home tv service plans is actually quite good. getting extended warranty from manufacturer is not always good idea. ive heard some horrible stories.
first off, no the service plan does not guarantee a swap out of the tv. the only thing that does that is a power surge in which the tv does not turn on at all.
second, when it broke you should have called 1-888-BestBuy and scheduled an apointment for someone to come to your house. (i have had one visit already and they never take the tv its always repaired where it lies).
third, go in and calmy and rationally explain what happened to a manager. EVERY manager at bestbuy has a big screen tv and knows how you feel. do not yell or make threats the first time you go in there this will only cause them to fall back on the rule book which will make your life harder.
fourth, in the end they will probably swap out the tv for you. it will take a couple visits and some time but i would not worry about. if you have any other questions please private message me
finally, the actual system setup for in home tv service plans is actually quite good. getting extended warranty from manufacturer is not always good idea. ive heard some horrible stories.
qft, as a current best buy employee of magnolia hometheater, this is your best bet. most managers are cool enough to replace the tv. most are very lienient of the policies, please dont bash bestbuy because we dont suck you off because you spent 500 dollars in our store and expect us to bend over backwards if you have the slightest issue whatsoever.
They were the first people I called. Even when the Samsung warranty was in effect, I called BB service and they forwarded me to Samsung. When I called 1-888-BestBuy for the failed light engine, they sent the jokers over and these so called service people insisted they had to take my DLP in for service. Even the 1-888-BestBuy said this. That's when they flipped the TV over to make it fit the mini-van. At this point, I called Samsung Tech support if replacing an engine could be done at home, they said yes and it shouldn't take more than 30 t0 40 minutes.
Please understand that I called 1-888-BestBuy about the mishandling of my TV and they did nothing. I explained that DLP's should never be flipped over and I made sure they entered my concerns in my service file. I even went to the store and spoke to the night manager about this and he said he'd call the service people in 2 days because he had the next day off. What dedication this guy had, but he assured me he'd call them and contact me afterwards. The prick never called the repair shop or me.
It would be nice if they replaced the set for all the BS they put me through, but at the very minimum I don't want these retards even being within 10 ft of my TV. But 1-888-BestBuy insists that if I want my unit fixed, it's using their services or get used to watching the blotches.
I am not exxagrating anything I say here.
Whenever I have stuff like this happen to me a digital camera is key. As soon as people see you are recording them they take better care.
Make sure to have a camera handy when they return with the set. Hopefully it will still be on its face.
Make sure to have a camera handy when they return with the set. Hopefully it will still be on its face.
Uh, the whole point of the extra service plans is specifically supposed to be that the company will handle any problems with little to no trouble (at least that's how they're marketed). Also, in this case, seems to be a little more than a slight issue, wouldn't you say?
[/quote]
qft, as a current best buy employee of magnolia hometheater, this is your best bet. most managers are cool enough to replace the tv. most are very lienient of the policies, please dont bash bestbuy because we dont suck you off because you spent 500 dollars in our store and expect us to bend over backwards if you have the slightest issue whatsoever.[/quote]
exactly. we have rules and a system for the service plan and it sounds like you followed them. i did not know u called the number. it sounds like this is just a local thing and its possible that the local repair guys just suck. i live in a pretty booming area in virginia which is why i may have gotten much better service. i have been very impressed with the repair service i have received.
all snakexor is saying is that the day where "the customer is always right" is dead and gone. mainly because everything has gone corportate to give customer lowest price and there are rules and regulations for everything. we redistribute the product, we don't make them. about 80% of the people that come in with problems expect the heavens to open for them. when in reality to do that means losing lots of money which is why we have service plans etc...
qft, as a current best buy employee of magnolia hometheater, this is your best bet. most managers are cool enough to replace the tv. most are very lienient of the policies, please dont bash bestbuy because we dont suck you off because you spent 500 dollars in our store and expect us to bend over backwards if you have the slightest issue whatsoever.[/quote]
exactly. we have rules and a system for the service plan and it sounds like you followed them. i did not know u called the number. it sounds like this is just a local thing and its possible that the local repair guys just suck. i live in a pretty booming area in virginia which is why i may have gotten much better service. i have been very impressed with the repair service i have received.
all snakexor is saying is that the day where "the customer is always right" is dead and gone. mainly because everything has gone corportate to give customer lowest price and there are rules and regulations for everything. we redistribute the product, we don't make them. about 80% of the people that come in with problems expect the heavens to open for them. when in reality to do that means losing lots of money which is why we have service plans etc...
I had the same problem w/a "no lemon guarantee" service plan thru best buy in evansville, IN. I had mine in the shop 5 times in less than a year. The first time didn't count of course (even though that isn't mentioned) & the final time they told me that it "qualifies for the no lemon policy", but that they had to send it to the manufacturer to verify it had a problem. Of course, even though best buys techs said it had a problem, the manufacturer said no problems, so best buy was off the hook since my service plan has now expired. I voiced my concerns to the manager, who eventually threatened to have me escorted from the store. I called 1-888-bestbuy to no avail. Needless to say, the few times I have been to a best buy since, I just dare one of them to ask me to purchase a service plan! Someone will get an earful!
zephyrprime
Diamond Member
- Feb 18, 2001
- 7,512
- 2
- 81
Slight issue? His tv is hosed and it's best buy's fault. They have a contractual obligation to fix or replace the tv since he has the extended warranty.
Threaten to take them to small claims court for failure to meet contractual obligations. Even thou it's only small claims court, BB would have to send a lawyer which would cost them more than just replacing your TV.
To get that hostile will only cause more problems. Just document and folow the BB employee advice. Don't threaten untill you actualy suffered a loss which would have to be a reasonalbe time.
What does the actual extended service K say?
Dont get all jumpy that only causes regular people to get defensive.
What does the actual extended service K say?
Dont get all jumpy that only causes regular people to get defensive.
Whoa did your service plan run while the TV was at the manufacturer as a direct result of Best Buy's K with you? I am 100% positive that a K can not run out on it's benefit to you while it is at the manufacturer. The moment you stoped recieving a benefit from the TV, ie when BB took it from you, the K is in effect and BB had a duty to fully perform from that moment.
What was the problem with the TV that BB said problem and manufacturer said no? Did the problem fall under a clause of your K with best buy? You might have a real case.
Do NOT sign ANYTHING when the TV comes back untill it has been fully tried out. If there are any scratches on that screen refuse delivery.
They have not picked it up yet. The service only comes out on Thursday's and they have not contacted me yet. Before that, I'll try to speak to the head store manager and if that fails, I'll try the corporate offfice. Like I said, I don't want these nimrods touching my TV.
Thanks for all the suggestions.
apoppin
Lifer
agreed ... start here ... calmly and rationally
Here's the problem ... IF the manager doesn't care ... and Best Buy is famous for "not caring" - all the way to the top [they have stated they consider 10% of their customers to be "unwanted"] ... then you will have to jump thru their 'hoops' of 4 service calls ...
finally ... document everything ... pictures [next time photograph the minivan], phone calls, names, etc. ... because you may well end up suing them in small claims court.
good luck!
apoppin
Lifer
Best Buy is "famous" for screwing their customers ... they are "OK" ... until you have a problem
and corporate doesn't care ... whatSOever
Analyzing Customers, Best Buy
http://www.consumerist.com/consumer/bes...best-buy-profiles-customers-221995.php
former managers or current BB employees care to comment about this arrogant company's policies that both label and screw customers?
:Q
:thumbsdown:
and corporate doesn't care ... whatSOever
Analyzing Customers, Best Buy
http://www.consumerist.com/consumer/bes...best-buy-profiles-customers-221995.php
former managers or current BB employees care to comment about this arrogant company's policies that both label and screw customers?
:Q
:thumbsdown:
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