Best Buy Extended Warranty

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Would Not Give Me My Charger
Posted by on
Rating: 2/51
ALTAMONTE SPRINGS, FLORIDA -- I purchased a Samsung Galaxy Prevail smartphone from Best Buy in 2012 with a 2 year extended warranty plan which also covers accidental damage. Toward the end of February 2013 the phone began overheating, constantly freezing, and dropping calls for no reason.

On March 2 I went to the Best Buy store in Altamonte Springs to have the phone replaced under the extended warranty. As they no longer carried the phone I use as it is a discontinued model I had it replaced with the HTC Evo Design 4G, of which I agreed to pay the price difference between what I paid for my phone and the new phone, and purchased a new warranty for the new upgraded phone. The whole process ended up taking an hour and a half due to trouble with their computer system, constant needs for manager overrides and the process of porting the number to the replacement phone.

My complaint centers on this: the store representative would not allow me to have the charger that came with the phone. He said I needed to bring in the charger from the original phone before I could get the charger that came with the new phone. I asked if I could just take the charger and bring the old one back the next day but he refused, however he said he would put it aside for me when I bring back the old one, and placed it in a bag with my name on it in one of the cabinets. It is a reasonable policy, but what happened afterwards I consider to be unreasonable.

I returned to the store on March 3 with the old charger, so that I could get the new one. Even though the new phone worked fine with the old charger, the new phone's charger was smaller and more compact than the old phone's charger, so needless to say I wanted the new charger. The representative that helped me the day before was not working. I informed the representative who was working that I was back to exchange the old charger for the new one. I gave him the old charger and he went to look for it, but after 30 minutes he said he couldn't find it.

I advised him that I couldn't understand why the charger that I paid for with my phone would be missing especially since it has my name on it, and considering how long I have been waiting, if he could just give me another charger. He said that he couldn't, and that the only reason that it wouldn't be where it was was that I must have already taken it. I told him that that is impossible, that it was put in a locked cabinet by the other representative, and this is the first time I had come back to the store since I left with the new phone. Frustrated with the unwillingness to help me resolve the situation I requested my original charger back. The representative then refused to give me back the old charger and said the only way I can get another charger would be to buy a new one.

At this point I simply walked away to customer service and requested a manager, and explained that the Best Buy Mobile representative took my old charger and could not find the new charger that I paid for, and now would not give me back my old charger. After 20 more minutes waiting and the manager never showing up, the counter representative tried to bargain with me into taking some different scratched up used chargers instead, stating that what must have happened was that my new charger was sent back with the old phone to the corporate warehouse. I told him at this point I just wanted my old charger back and that there is no reason I should have to keep wasting my time with this situation. Only when I started motioning that I would inform the police officers about this, which happened to be in the store at that moment because the store had an incident earlier in the day, did I receive my old charger back.

Long story short, make sure you bring your old charger back with your phone for a warranty exchange, or you may either be stuck with an old charger that doesn't work with your new phone, or no charger at all. I was happy with my purchase but not with the situation that ensued afterwards.
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Alain on 04/11/2013:
It's reviews like this that make me wary of getting anything at Best Buy. You needed to mention getting the authorities to get your property back from them? And it was in the store all the time they were giving you a song and dance show? That type of lousy customer service isn't going to help their reputation any.
yoke on 04/11/2013:
They wonder why BB is the next-door to go out of business.
Since you ended up buying the new phone you should have been allowed the new charger.
I would make a complaint to the main office.
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Best Buy Doesn't Care About Their Customers...they Have Proved It To Me Big Time!
Posted by on
LYNCHBURG, VIRGINIA -- On Aug. 24th 08 I return my less than 6 month old Samsung PC monitor fully expecting them to replace it that day with a new one being this one had completely died and I had also purchased the 4 yr.extended warranty plan and was led to believe upon purchasing this that if anything were to happen to my monitor that could not be repaired there that I would be promptly presented with a new one that very day...what a FOOL I was to believe that! I was informed that it was pertectly fine and could be repaired but would have to be sent away to their service center.
I was upset right away that I'd have to be without this monitor which of course meant I could not use my computer.

The Geek Squad guy assured me it wouldn't be that long, a week no more than 2 weeks it would be back. He said they'd call to update me and let me know when it was ready for me to pick up. The 2 weeks went buy, no call, so that Saturday I went back to the store to inquire about it. I was told it was still at the service center, they didn't know why it was still there unless they were waiting on parts, said they'd call me on Monday to let me know what was going on with it being the service center is closed on weekends and they couldn't call them until then.

Monday came and went, no call, finally on Wednesday I call them and they say they still do not know anything. The next Saturday I'm back at their store again standing in the long customer service line with all the other very unhappy people, finally after about 30 minutes or so I'm at the customer service desk and they're looking up my account and the status on my monitor. Guess what?!? They don't even know where it is at this point because the service center they sent it to shut down and they THINK maybe it was sent to the center in New York but they're not for sure. "Oh great! so they've lost my monitor now??" I said. Oh no mam we don't know that at all, it's just we don't know and we can't call the center being its the weekend, we'll call you Monday to let you know. Of course they never call me, I ended up calling them only to be given the run around again. My husband then got into it and went to their store where they then said they were going to REPLACE the monitor...oh but not right then, oh no they are now waiting on a authorization number from the Samsung factory before they can hand over a new monitor to me.

My husband about flipped out at this point, demanded to see the head store manager, department manager and whoever else cared to hear a piece of his mind. How bad for their business as other customers were standing around hearing all this and getting a true sense of how Best Buy treats their loyal customers, very badly.
My husband left the store that day empty handed of course because Best Buy doesn't care about their customers at all or they wouldn't be treated as badly as we have been treated.
After he cooled down he called them a few days later after they had not called us on the "we will call you on Monday", to ask if they now had the authorization number so we could pick up this monitor and end all this nonsense. No they still did not have the number, I mean good grief how hard is it to get a number?? My husband tried so hard to remain calm on the phone so he asked the lady(department manager I think she was)if there was any way possible being we have waited so long that we could just come and pick up the monitor they owe us and let them worry about getting the number when they get it. She said she would ask her manager when he got in that afternoon if they could do that for us and that she would call us back one way or the other. We never received that phone's now 5 days later and still no call. I tried twice calling them today only for the person who answered to tell me they'd have to connect me to the Geek squad department. The phone rang so many times it finally stopped and disconnected me, no one would even pick up the phone to talk to me.
I'm debating on whether or not to make the 40 mile trip back there tomorrow. I'm sure I'll be given the run around and lied to again. I'm just so tired of wasting my time being upset and angry at these people. I feel so very violated, as if I've been robbed in some way.
I am seriously beginning to wonder if Best Buy will EVER get this authorization number and if I will ever get this monitor at all.
Seems they have ALL the control plus several hundred of my dollars that they refuse to refund to me. It's been almost 2 months now and they have done absolutely NOTHING for me in all this because they do NOT care, this became oh so clear to me by the way they treat you and talk to you when you go into their store or call them. They will say anything to shut the complaning customer up and get them out of the store, even if it's the biggest lie ever!

UPDATE: 10/18/08
Another trip back to Best Buy today, they are now telling me it's pretty much out of their hands as they are now waiting on approval from the Samsung manufactor for them to replace it. "The ball is in Samsung's court" is what I was told and they have no idea how long it will be before I get the monitor replaced, I'm thinking NEVER!
And they refuse to refund my money, so what now?? I'm wondering how long legally they are allowed to keep my property from me? *sigh* I'm so frustrated...I left their store in tears today!
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Anonymous on 10/17/2008:
I'm sorry, I can't get past the fact that you seriously expected them to hand you a brand new monitor off of the shelf to replace a monitor you had for six months. It's clearly a warranty issue and that usually includes an attempt to repair before its replaced.
2Siamz on 10/18/2008:
Like I said John I was led to believe this when purchasing the extended warranty, plus a couple of years ago I had purchased the warranty plan upon buying a phone/answering machine combo and the phone went bad in a few months, I took the phone back to them and there was no questions ask, they gave me a brand new phone right off the store shelf and I was on my way. So I surely thought this would be the case this time as well.
Anonymous on 10/18/2008:
Computer equipment is usually always treated differently than phone equipment. When you changed the phone, how many months is a "few months"? If it was within the 60 or 90 day exchange period, that could be considered a few months.

Now that you are on this site you will find a lot of discussion about the extended warranties out there. The common opinion that I have seen and you will too now that you are here is that they are usually (unfortunately) not worth it. You, like most of us found this site the hard way because we had an awful experience with a company. The good news is that now that you are here you will be able to research what other people have gone through before you make a purchase. Welcome to M3C!
Captain Crunch on 10/29/2008:
One common misconception on the part of consumers is that they are buying "extended warranties" at Best Buy. That's not what these things are. There are 2 kinds: Product Service Plans (PSPs) and Product Replacement Plans (PRPs). John is pretty much right when he says that they wouldn't offer replacement on an expensive item, because the plans are price-tiered according to the price of the product. I'm guessing it cost you chump change to buy a PRP on that answering machine, but a significantly more for the PSP on the monitor. They are not the same plan. And Replacement Plans (PRPs) are not offered on big ticket items because wouldn't that just be too good to be true. "Oh yeah, this TV I've had for 3 years broke. I think I'll go swap it out for a new one." Incidentally, if you do any research, you'd find that Best Buy has the best PSP and PRP coverage in retail electronics today, with other companies offering less than what the manufacturer covers after the initial year, in addition to charging for shipping, parts, & labor.
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Poor Customer Service and product support
Posted by on
DOVER, DELAWARE -- In November 2005 I purchased a 50” LG plasma TV from Best Buy in Dover, DE. (#842). In May 2008 while watching the TV there were three very loud “bangs” and the unit shut down. I called the warranty service and the TV was repaired ( cost of $ 700.00). On 12-27-09 while watching the TV there was a very loud “bang” and the unit again shut down. I called the warranty service and was advised that the extended warranty expired 10-31-09. I was very upset as I had not been afforded the opportunity to renew the warranty for this TV. I explained the situation to the warranty rep, stating the TV had blown up twice within a year and a half and I was not afforded a renewal on the extended warranty. Nothing they could do. The afternoon of 12-27 I went to the Dover DE store and requested to speak to the store manager. I was advised that the assistant manager was there. I asked to speak to him but he refused to come out and speak to me. He sent messages out to me via a store associate. I was told that there was nothing that could be done at the store level and that I would have to contact the corporate office. On Monday 12-28-09 I called the corporate office and after being transferred to the wrong department four times I finally spoke to a gentleman by the name of Tim. Tim advised me that there was nothing that Corporate could do and it would have to be handled at the store level (here comes the runaround). I then called the Dover DE store and spoke to the manager his name is Glenn Stitsworth. I explained everything to Mr. Stitsworth and he asked me exactly what I wanted from him. I explained the story to him and that I have been a loyal customer to Best Buy for many years and have spent many thousands of dollars with the company. Mr. Stitsworth advised me that company loyalty means nothing. Considerations of this nature are not based on loyalty of the amount of money one spends with Best Buy. He did however say that he would see what he could do and he would get back with me. He again asked why I thought Best Buy should help me with matter and I again explained that I paid $ 4000.00 for this television and it had blown up 2 times in a year and one half. I feel that this unit is defective and should be repaired at no expense to me. I also explained that I feel I was not afforded the renewal warranty due to a “payout” being made on this unit. He assured me that that was not the case. It has bee over 10 days and I have not heard from Mr. Stitsworth.
I believe Best Buy should stand behind this unit. The overall cost to Best Buy would be in insignificant on the overall scope of things and would go to great lengths in restoring confidence in the company.
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RestaurantGuy on 01/07/2010:
Unfortunately Best Buy will not do anything as it is out of warranty. Just because they didn't offer to renew your warranty doesn't make them liable to fix your tv. Just because you have been a loyal customer of BB doesn't mean anything to them. It's all about the warranty that you do not have
Ytropious on 01/07/2010:
I think it's funny that all of a sudden the TV breaks and NOW you want to renew your warranty? Think about that, what company is going to let you buy a warranty AFTER something breaks? It's also not their responsibility to babysit you, you were to keep track of your warranty and renew as you see fit, not wait around to be asked to renew it!
PepperElf on 01/07/2010:
I'm not sure if they will let you renew on a broken item

even if the item broke while it was covered, they have no way to verify this if you called them up after the expiration date.
Ytropious on 01/07/2010:
Very true Alley, it's really in LG's court now. I guess the OP is blaming BB because the warranty is through them and they want BB to renew a warranty on a broken item. I'd like the OP to find a place that would authorize such a thing.
Slimjim on 01/07/2010:
How do you know there was even an extension available? When we did warranties, we sold 4year extensions and that was it. The machines were too old, in our opinion, to warranty any longer. You have absolutely no beef with BB. LG made that clap TV, and you should be contacting their customer relations .
Anonymous on 01/07/2010:
Without the warranty no store would take it upon themselves to repair it without charging you. Obviously the older a product gets a company would be reluctant to keep extending its warranty.
Yougottathink on 01/20/2010:
PepperElf on 01/20/2010:
what's up with the capitals... why are you shouting?

Anonymous on 01/20/2010:
Pepper, shouting or no, I got to agree with the sentiment.
waterbury01 on 01/20/2010:
Shouting was a bit annoying, but the comment did hit the nail on the head.
Yougottathink on 01/20/2010:
Sorry I just like how it look in caps! =)
PepperElf on 01/20/2010:
... all caps does not actually look cool
trust me on this one.
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Extended Warranty, Service, Employee Rude
Posted by on
MARYSVILLE, OHIO -- My Sony $2,000 computer was less than 4 months old the hard drive went out. I lost a almost a 900.00 due to all my programs were gone. Took about three weeks to fix.

Then after another 19 months the computer was damaged due to water. I had water damage warranty. They said the hard drive should be fine. They sent it out for repair. It would be two or three weeks for repair. In almost 6 weeks the computer was returned. Completely cleaned of any memory. When they sold me my external hard drive for a couple hundred dollars they said it would automatically set to run on Monday I wouldn't have to do anything. Well they put the memory from the external hard drive it had almost nothing on it. It didn't work properly. I lost about 1,100 dollars in programs, my business was online and I lost all my business information and 3,000 pictures I am a photographer. All repairs was not even fixed the cd rom wouldn't open plus the door on the other side was broke. Now to top it all the computer was useless when it was returned due to no arrow would come up. Geek squad once again said we have to ship it out it will take another 5 to 6 weeks. I became very upset. Then the manager came up with this idea they would exchange computers. I thought great. Until they said " do you want warrant "? I said " I have warranty left on my other computer". So instead of pro rating the amount, I was told I had to buy a new warranty. To match the old warranty it would cost me $400.00. Plus they charged me another hundred for programming the computer and adding virus protection. That way when I got it home it would be ready to use. Now thinking I have a computer finally I went home attempted to plug in my wireless card to top it off the card didn't fit the new computer. Went to Best Buy not only was the manager rude by stating having a computer with that old style air card is like buying a TV with a tube ! Yet he had seven or or models with the same air card available for sale. So now he tells me he can get me the right air card through Verizon if I pay 200.00 The best part of all is the fact the new computer they made the exchange with was cost $635.00.

Then I was told they were bending over backwards for us. I said you think? When I took out a piece of paper and pen MR. Dale B says " this was done through his manager and writing his name down would do no good. I explained to him I knew his name I was just writing down his rude remarks, he informed me he was not rude. I asked why my husband came to me and asked why this guy was being so rude? My husband never says anything yet he found this employee (that called himself the manager) to be rude to his wife. This will be my last dealing with Best Buy..The price I paid for the first computer totaled over 2,000.......

This 635.00 free computer has not cost me 700.00 not counting the loss of the hard drive memory this is a night mare and I am at a lost how in times like these Best Buy a company I thought highly of could treat good customers so poorly,,,,,,,,,,,,
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dale131 on 04/04/2009:
Folks thisw problem is a great exqmple of why you should always back up your data. It is not wise to load up critical information and not back it up.

Even though I am upset with Best Buy and will not buy from any longer (my compl;aint is with the way their credit card people do business)..... I did use the Geek Squad and had excellent relations with them and they did god work for me. That was my expereience here in Oklahoma City at the May Street Store.

I have some recomendations when dealing with Best Buy. Always keep your receipts, always know when your payments are due, always keep notes on who you talk to and what they said.
ok4now on 04/15/2009:
Best Buy has an attituide problem. I'm not referring to the hard working employees. Management is the problem. Ever since Circuit City went under they took a clue from Comcast and charge whatever they think that they can get away with. Occasionally they have a decent sale but for the most part they are way over-priced. They are a big box retailer that wants to move their product line. They always push high profit extended warranties to increase their bottom line. The Geek squad was excellent at one time but they totally ruined that. Inferior service, long delays and shotty workmanship. It's hit or miss with these people. They want your money and don't care if you are aggravated or unhappy after the sale. I recently purchased a 46 inch Samsung HD TV. Went to Best Buy to look at it and try to get a lower price. They wouldn't budge. The salesman seemed more interested in discussing the extended warranty (more commission) than talking about his product knowledge of the TV. I walked out. Ordered it at What a deal! The price was $600 cheaper, free delivery and NO tax. They offer White Glove Service. This means that they will tell you the exact delivery date and you can pick a 4 hour time window for the delivery. They bring the TV into your home and unpack it so you can do an inspection for any shipping damage. Best Buy does not even come close to this. Don't waste your hard earned money with them.
golkd239 on 04/23/2009:
personal opinion here, but I saw it all the time when I worked for Best Buy... BACK UP IMPORTANT ITEMS ON YOUR COMPUTER... NEVER BUY SONY, Sony cameras and computers were definitely the most returned items. Oh but I agree with people complaining about Geek Squad.. when I was working there I had to take my computer in and they replaced my hard drive without my permission. luckily we had all our personal pics backed up. The Black Tie is good on the products, I've heard of many success stories from customers, but it just depends on the Geek Squad agent you get in store and what moron gets it at the service center
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Extended Warranty Run-Around
Posted by on
We purchased a new LG Washer & Dryer in July, 2004 along with a 5 year Performance Service Plan (PSP). In the past 2 years, we have spent over $15,000 in this same Best Buy store, so you would think that they would value us as customers...

The washing machine first quit in June - displaying an LE error code. Since we were covered under the PSP, it did't cost us anything to have the technician came out and replace a sensor. We did, however, have to take a day off work to let them in. Anyway, after a few days the machine quit again, once again displaying the same LE code. And, once again, they came out and replaced the same part. This happened a 3rd time before the PSP expired, and once again we took a day off, the technician came out, and they replaced the same part. I have repeatedly suggested that they are not fixing the cause of the problem - that SOMETHING is causing this sensor to burn out! Nobody listens....

At this time I received an offer to "renew" the PSP, however the renewal policy does not contain the 'No Lemon' clause. Despite this, I renewed it for 3 more years.

As you might expect, we have had this same problem 2 more times. The 4th time the technician told us that "if it happens one more time, we will replace this machine - no questions asked". Well, the next time happened. We got a different technician, and he DID submit a request that the machine be replaced. The answer that he relayed to us today was that "There is no way that they will EVER replace this machine - and if they have to come out and repair it 500 more times over the next 3 years, then that is what they will do!"

Where is the common sense with this Company? Do they place no value on Customer Satisfaction? Based on the most recent 3 months, they would rather spend $5,000 fixing this machine for the next 3 years and have an irate customer than they would to replace a $900 wash machine and have a happy customer ?

I realize that under the terms of the renewal PSP, they have no contractual obligation to replace this wash machine. However, they do have a contractual obligation to fix this machine, and they have proven over the past several months that they cannot live up to this contractual obligation.

They need to do the logical and right thing - and that is to replace the machine. In the long haul, that will save them a lot of money, and it will keep a customer happy - one that has spent a LOT of money in their store during a recession!

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andbran on 09/29/2009:
maybe you should try to contact corporate. maybe if you explain this they may see your reasoning. and please don't do the "I spend x amount of dollars in your store"thing. you lose creditbility
i_am_canadian on 09/29/2009:
Everybody spends xxx amount of dollars at every retailer it seems, like the store owes them special treatment. I'm here to say it doesn't work like that.
bcd on 09/29/2009:
The sensor probably isn't burning out. It's simply not the problem. They're following the troubleshooting procedures that indicate the sensor is the failed part due to the error message. You need to pressure them to properly diagnose and repair the washer.
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Extended Warranty "Service"
Posted by on
SAN MATEO, CALIFORNIA -- I purchased the extended warranty service for my 60" Sony TV (which has failed twice now). Lately the screen has taken on a decidedly green color. I called and made an appointment for Best Buy's Geek Squad to come look at it, on a Tuesday afternoon. I took the afternoon off from work to wait for the guy, but he never showed up. I called back, and was on hold for about 20 minutes while the woman tried to find the guy's cell phone number (why didn't she have this information already??). Finally she tried to call him, but he wasn't answering. She said he had missed ALL of his appointments that day. The earliest they could get someone else out was Tuesday a week later. I called on the Saturday prior to this Tuesday just to see if they had any cancellations. The woman told me I didn't even have the appointment that I made on Tuesday, and that I'd have to wait an additional week after that!!

I threatened to picket their store with a sign warning people to avoid buying the extended warranty plan. Finally (after waiting a long time) I got to talk to a supervisor. He was mystified as to how my appointment could have vanished, and told me that I should have received some parts yesterday that had been mailed to my house. I said that was nuts; I wouldn't know what to do with the parts. He studied the "notes" a log longer, and finally restored (supposedly) my upcoming Tuesday appointment, and then determined that it was the technician who was to have received the parts, and that somehow, when the incident log was updated to reflect the arrival of the parts, it deleted the scheduled appointment!

This call took 27 minutes and 31 seconds (my phone tells me how long a call took when I disconnect). That's a total of an hour on the phone above what it took to log the original complaint.

Maybe we should think twice before giving companies who are going out of business trillions of dollars of taxpayer money!

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moneybags on 01/10/2009:
Best Buy going out of business? Are you thinking of Circuit City?
Anonymous on 01/10/2009:
IS ED going to picket with you.
Anonymous on 01/10/2009:
Wally, I am taking Ed to Target with me. Since he already has all of the connections and picket signs ready. LOL
Anonymous on 01/10/2009:
John, they will probably give you the damn Wii for free if you bring wacky ED with you.
Anonymous on 01/10/2009:
LOL Wally. They'll probably give me a boat load of games too! :) woo hoo!
Justusryan on 01/11/2009:
When the parts came, they would be for you to hold on to until the technician arrived. That's what you would do with them.
simplycharming on 02/18/2009:
Best Buy ----'-. The geeks are geeks and they and their extended warranties are rip offs !!!!
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After Seven Visits To Fix A TV... Time For Best Buy To Give A New One! Yes, We Got Your Wonderful Warranty Too When We Bought It!
Posted by on
LANSDALE, PENNSYLVANIA -- Today, 7-5-07, is the FIFTH TIME Best Buy has a Technician coming "yet again" to our home to fix our TV (a Toshiba) "This year, for the same problem" !

We had bought the "Wonderful Extended warranty Plan that is glamorized & Pushed by the Cashier on how great it is". Ahem.

The circuit board is bad, the colors go from Green, to orange, to black and white... And at all times of the day, the Screen will actually "blow up", meaning, if you are reading the Title to something on a show or news, you won't see the writing (sometimes the people) because that have "spread" across the TV !

They are "Well aware of all of this" (now, playing, "Pass the Tech Game").

The last TECHNICIAN STATED, AND I QUOTE "Even with the Extended Warranty, We have to REPLACE a part 4 times, and if all those don't work, THEN we will replace the Television"! He was here four times, put parts in twice, bad parts each time, so TODAY...A different Tech is coming.

The last Technician, apparently got into a squabble with his boss at Best Buy, regarding our Television. He,himself felt this TV should be replaced. INSTEAD, his boss made him remind us "Four bad" part installs & you get a new TV, as well, was having him contact 'Toshiba", to see if "any newer parts were made for our Model" that Best Buy was not informed about! (Never heard anything on that!)

Today, got the call from today's Tech, coming btw 11 & 1, he had NO IDEA he was the FIFTH visit for this tv ! He was very surprised, and "cannot wait" to see if today's parts will work!

Oh, and here's more "fun" to this...LAST YEAR, due to the "same problems", a tech was sent, he took the TV to have it fixed, two weeks later got it back...It lasted less than ONE WEEK !




I am now contacting the BBB, AND every consumer fraud department regarding Best Buy, their warranties are falsified when bought, and this is completely at this point, "Unacceptable". And not once has the store manager in Montgomeryville, Pa contacted us, assuring us in any way, shape or form.

CC to Attorney
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Anonymous on 07/05/2007:
Hitachi makes the best panel/board for tv. Most A/V (high end) installers recommand them for custom jobs. Sony makes good board (color control, color temp, contrast ratio) but they do not manufacture their own panel (LCD), they outsource them to Samsung.
Anonymous on 07/05/2007:
Local retailer can only accept returns/refunds for electronic within a short time period. Esp. a big ticket item like TV. You need to addrss this with the Manufacture. Most manufacture have limited one-year warranty on big ticket item. Unless your extended warranty covers entire unit (TV) replacement, you are out of luck.
adzidek on 07/05/2007:
OK, "seriously", why are there so many "parentheses" in your "review"?
Ponie on 07/05/2007:
adzidek, I think you mean "quotation marks," and I "agree."
adzidek on 07/05/2007:
Did I say parentheses? LOL, I meant quotation marks. :)
rhondam718732 on 07/05/2007:
WHAT does it say in your warranty regarding the # of service calls versus replacement?
Anonymous on 07/05/2007:
I have not read any service contact that offer a free replacement if they cannot repair it after certain # of repairs. A state lemon law for consumer goods may apply here.
furnitureman on 07/05/2007:
At least they are coming out to fix it. I think Best Buy just owes you the warranty service you bought and that's it
*Brenda* on 07/05/2007:
I have a Best Buy service plan on my TV. Here's what it says:

No Lemon Policy: After three services repairs have been completed on individual product and that individual product requires a fourth repair, as determined by us, we will replace it with product of comparable performance, not to exceed the original purchase price.

It goes on and on about refurbished and clearance stuff but that's the gist of it.
Extended Warranty on 07/05/2007:
First off before you complain about fraud, do you know what you are even complaining about?

Why would the store manager call and follow up with this? He is not involved in these returns.

That tech is wrong however. It is not 4 REPLACED parts. It is 4 qualifying repairs. A qualified repair is basically anything done to fix it bar software issues which you have not had. That TV should be replaced. I would call 888-BEST BUY and go over all the repairs with the CSR. Once they see you have enough qualifying repairs, then it should be replaced.
jbw920 on 07/08/2007:
yeah I have had quite a negative experience with their service plan and with the customer relations department. You should seek legal counsel before you do anything else.
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Extended Warranty
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SOUTHGATE, MICHIGAN -- Gosh, where do I start? I will tell you my experience, well actually my mother’s experience with Best Buy, and we are at our wits end. If anyone has any suggestions, please let me know.

My mother purchased a flat screen TV in 2006 (I don’t have the model number handy) and she purchased an extended warranty. After several months, the television had green and red lines on the screen and it was virtually unwatchable. She called Best Buy’s warranty department and basically the same thing happened as to others on this website.

To make a long story short, she got the run around and was given an appt in January. It is now March 27, 2007 and still no working TV. An appt. was scheduled for January but the man was a no show, no call. She called and scheduled another appt but was told the soonest they had was in a couple of weeks. So the appt was scheduled, he showed up and said it needed a certain part that would have to be ordered. The part finally came in a few weeks later and an appt was scheduled for several days later. The guy once again, no call no show. My mom called again, got transferred to a bunch of different departments, was pulled on hold for almost an hour (like every other time she called) and the customer service representative read once again from the script. My mom said please, I have heard all this, I just want my television fixed. Another appt. was scheduled, the guy installed the part and the television still didn’t work. He then told my mom it’s the cable. My mom said we had this cable hooked up to another television with no problems and showed him. He said he was sure it was the cable and left. So my mom called the cable company and the cable guy came in and said it needed a new tube and had nothing to do with the cable. Keep in mind, my mother is and has been staying home for all the appts., and she was really upset. So once again, called Best Buy, listened to the whole script and another appt was scheduled. My mother said please send someone else because this man has been out twice and hasn’t fixed a darn thing. Best Buy assured her they would have another repair person out. So the next appt was about two weeks later and you guessed it, it was the same guy. He looked at the television and tried to say it was the cable and my mom said the cable man came out and it was NOT the cable and it needed a new tube. The guy looked around at the television and agreed but said he would need to order the part. That was at the beginning of March. Best Buy called to say her part was in and that they would be calling back on such and such day and such and such time, to schedule the install it.

Once again, no call so my mom called back and Best Buy said no one called from here, the part is on back order until April 28, 2007. My mom said I have a message, do you want to listen to it and they said no. My mom said I am about ready to drop this television off in front of Best Buy and the customer service representative said “but we don’t want it”.

So my mom’s new television worked for a few months and hasn’t been working since January and if the part comes in on time, it will be here April 28, 2007. But Best Buy was nice enough to let her know that when the part comes in on April 28, 2007, an appt will have to be scheduled and it is estimated it will be in at least two weeks from April 28, 2007. I have never been in a situation like this and my mom really wants me to help. I wonder if I can write a letter or call another number. I think it’s very unfair what Best Buy does to their customers. Bottom line, my mom bought a television with an extended warranty and hasn’t been able to watch the TV for what will be at least 4 months. Meanwhile my mother asked if her warranty would be extended and she was told no. My mother has called and spoke with managers, supervisors etc., and everyone seems to be working off the same script and horrible customer service.
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Extended Warranty on 03/27/2007:
Two things to know:

1.) It is possible to have another company do the work and then be reimbursed later if you do not have faith in this guy. It's not common, but call 888-Best-Buy and ask about it.

2.) After 3 repairs, if the product needs to be repaired for a 4th time it is considered a lemon and will be exchanged for a new unit of comparable performance.
Justusryan on 03/28/2007:
Also contact the store for help.
mgrundy13 on 03/28/2007:
Thank you for your posts. I will pass that along to my mother.
Sparticus on 03/28/2007:
Good advice Extended_Warranty...
mgrundy13 on 03/28/2007:
Sorry, I forgot to add that my mom did go to the store. The employees said they couldn’t do anything about the situation and that my mom would need to take it up with Corporate. My mom said she had been in contact with Corporate to no avail. The gal said I am sorry but that is who you need to speak with, I can not help you. She then said she would give my mom a telephone number and the number she gave was the number my mom already had called numerous times.
poppapia on 03/28/2007:
As unfortunate as it is, you may need to file a small claims case, listing the local store manager as the defendant. You have been way more patient than I would have been.
mgrundy13 on 03/28/2007:
Thanks poppapia, I never thought about that. Hmmm...that gives me something to think about. My mom is really losing her patience and I am too. Again thanks to everyone who is offering me suggestions, I am willing to do whatever I have to due to make it right.
HondaCivic4DEx on 04/21/2007:
Best Buy has among the strictest quotas for their sales people that they need to meet or be demoted to the lowest paying position available so the employee will leave.
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Poor Customer Service
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EAST SETAUKET, NEW YORK -- On Oct 18th, I reported to Best Buy that our 50-inch Samsung DLP TV purchased in 2003 was inoperable due to a cooling fan problem. The first local service rep never arrived, and never returned our follow-up calls. I contacted Best Buy to advise of the problem. Best Buy said they were also unable to contact my service contractor. They re-assigned our case to another service firm. The 2nd service company's rep arrived as promised, diagnosed the problem, and said that the part would be shipped directly to our home. The part would be installed following our call to advise them that it had arrived. The part never arrived. I have spoken to Best Buy on the average of every 48 hours since the beginning of November. Everyone I speak to is polite, but: They have no idea of what they are doing to resolve my problem. They don't seem to know why the part never came, or if it was ever ordered. There is no logical structure within their huge service organization. You never speak to the same person twice. They NEVER call you back as promised. Everyone apologizes, and promises to try to resolve the problem, but nothing happens. Every time you call, you enter a frustrating world of continuous transfers between “corporate” and “home service” Corporate customer relations does not have access to the Home Service Dept's files, and vice versa. The information that I provide about the history of the problem never makes its way into their records. Best Buy’s records of what has transpired is filled with gaps (like the Nixon tapes) and errors. Only a handful of our calls were ever noted. None of the promises and assurances Best Buy representatives made to us were noted. This morning, I was actually told that, according to Best Buy records, our set’s light engine was replaced on Oct 27, and our service incident file had been closed. Funny, considering that we supposedly have a fan problem, the replacement fan is nowhere to be found, and we have spoken to Best Buy a multitude of times since Oct 27 to try to get our TV working again (Funny, but we're not laughing). A service tech hasn't been in our home since the day of the original diagnosis. There is no way to speak to anyone in management with the authority to resolve the problem.
FIFTY DAYS HAVE PASSED SINCE I REPORTED THE PROBLEM. TO DATE, THERE IS NO END IN SIGHT!!! Note: I have asked the last twenty or so Best Buy Customer Care employees that I have spoken to, if they could name the company's VP of Customer Care... None could, and most said they couldn’t name anyone higher than their direct supervisor. I’m not surprised. The big shots at Best Buy travel around the national and international business convention circuit, giving platform presentations about Best Buy's commitment to customer care and the "customer experience". I would love the opportunity to tag along and enhance their presentations with a first-hand account of my "experience"... Best Buy’s CEO, Bradbury Anderson, apparently earned 10.2 million dollars last year. I wonder how many heads would roll at Best Buy, if his TV was still out of order 50 days after one of his administrative assistants called the service group to report the problem. Maybe, once your salary hits $10M, you don't have to care about your customers (or anything else) anymore. In the last two years, we have spent thousands of dollars at Best Buy on appliances, computers, games, iPods, cell phones, cameras, and camcorders. What does it take to be valued as a customer?
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Sparticus on 12/07/2006:
I've only had one experience with the Best Buy TV techs. I thought they were owned and operated by Best Buy, but perhaps that was not the case. They diagnosed the problem over the phone and sent a guy out to replace whatever part was bad. He was in and out and 30 minutes and our TV was fixed. So I guess it is hit or miss with whomever they contract you out to. Kind of like Home Depot...
Extended Warranty on 12/07/2006:
Third party contractors are the worst and every company knows this. Best Buy is moving towards not using them anymore and creating an enormous service dept. Their in home home theater installations are done through a installer who actually works for that specific store it was sold through. In home computer repairs are now done by Geek Squad double agents. A year ago these were done by third parties. Hopefully within the next few years they will be completely independent.
Washingtonian on 12/08/2006:
Hey Extended Warrranty: Do you think that "frustrated in Setauket" should write a letter to the CEO of Best Buy? LOL!
frustrated in Setauket on 12/18/2006:
UPDATE from "Frustrated in Setauket": I've now waited 2 months for Best Buy to fix or replace my 50-inch DLP TV under the ambiguous terms of their extended warranty... Have logged hours upon hours of telephone time with their Home Services and Customer Care departments...with no results...just apologies and more apologies...and requests that we be patient and wait 3-5 days...3-5 days...3-5 days...3-5 days.
bluestar546 on 01/18/2007:
Best Buy extended warranty is a waste of money
as noted above. 1-800 number is useless-you
talk to different person each time, they admitted
to me they have no records of my previous 10
calls. Now say they are investigating by LG
52 inch tv which was picked up by their
repair company EMFA electronics who refuses
to return it-- screens calls and will not
answer, makes appt and does not call to cancel
and does not /will not return tv. Best Buy
is investigating!!!!--this has been going on
for 2 months
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Best Buy's Extended Warranty is Worst Buy
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My wife and I bought two of the same Toshiba Lap tops at Best Buy. We have found in the past that buying the same lap taps have made it easier for us to learn using them and understanding what the problems will be. We bought the extended warranty because Toshiba's warranty was one year. Total we spent close to $4,000 with warranty at Best Buy in Tucson Arizona. As soon as we arrived home my wife's lap top began to sound like terminator was inside it and error messages popped up. Within a couple days she took it back to The Geek Squad, Best buys computer people. They had the lap top for a week and said they fixed itby wiping the hard drive. As soon as we arrived home the same thing happened again. A couple weeks later we took the lap top in again. After a couple weeks Best Buy called saying they replaced the hard drive. We arrived home and turned on our lap top to have the same problem. We took her lap top in again. This continued a total of four times before I told Best Buy to either fix it or we would go to court because we need our lap tops for work. The manager of the Geek Squad asked me to leave the store and had me escorted out of the store as if I was a chop lifter and told not to come back in again. I called 800 Best Buy only to be further insulted. They told me I was a liar and never took my lap top into Best Buy for repair. I explained I had the paper work from the Geek Squad but it was like I was dealing with a 3rd world country. No one there cared. They continued to call me a liar and hung up on me. I called Toshiba and they informed me that Best Buy never changed our hard drive or anything or Best Buy would have billed them and they would show it on there records. The Man said "I don't want to call Best Buy liars but I would say they are not telling you the truth." Great! Now my Toshiba warranty is over after a year of playing with Best Buy and both my lap tops have something evil in them and I am not waisting my time with Best Buy no more. I do home theatre for a living and have told my customers if they buy the equipment I install at Best Buy I guarantee it will never work. I am having stickers made that say "If you see this car in Best Buy's Parking Lot, Please flatten all four tires. I feel like I could have gave a homeless person four grand and felt better about what I had done. My lap top does the same thing now and we try to find the humour in it, Yea Right.. Ha Ha Ha. Made an ass out of me, thanks Best Buy.
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Sparticus on 10/16/2006:
This is a perfect example of why consumers should avoid buying their extended warranty. Save your money and use a local pc repair shop instead. In many cases they are owned by the same folks who service your pc. Most mom and pop shops like this take more pride in their business. As opposed to some kid in high school working part time for gas money (ie Geek Squad)
abobo on 10/16/2006:
Reciepts are your friend. If you had the Geek Squad repair your computer's hard drive, did you get a receipt for the work done? After four repairs you should have gotten some sort of a paper trail going. Big box stores are masters of the "I don't know" defense, the best way of dealing with them is to give them a little rope to hang themselves with. Let them look in their poorly organized records and find nothing... let them even call you a liar. Then expose their incompetence after the fact with documentation and call them out on the spot. While they're backpedalling, hit them fast and hard with your demands. Bring a tape recorder if you can to catch them in the act and don't be afraid to go straight to the OEM with it. (toshiba)
ducati900ss on 10/17/2006:
Yes I had the Geek Squad receipts saying they had replaced my hard drive and done service. We have all our records but all we could get out of the local store was sorry, sorry, sorry. All we got out of 800 Best Buy was you are lying. All we got out of Toshiba is fax us yor receits and we will contact you and never a call back. Seems like I should take them to court but I run a couple businesses and as a small business owner I am under constant presssure. I have more rewarding things to do than go to court and have court days changed and so on. I hit Best Buy where it hurts them I tell all my customers and seems my customers listen too me.
cosmoparker on 11/07/2006:
Best Buy sucks so bad. I worked there for a short time, but quit out of guilt, from the pressure to dupe the public into buying the Extended Warranty.

Selling them is really all the company cares about, because it's essentially giving them money for a little paper receipt sleeve, that is likely never to be used, and in the event that it is needed, the staff are masters of avoiding accountability.

The Extended Warranty accounts for a large percentage of their profit margin and everyday they have meetings, which felt like brainwashing sessions, complete with singalongs, to encourage the employees to sell more.

One of the ploys that they ask their employees to use on the customers is to say "I don't work on commission." This is true, but they are working to sell service plans, for which they receive incentives, bonuses, and ego pumping at the meetings.

Don't buy the service plan. In the end it only encourages them to push the consumer even harder and it validates their evil greed.

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