Best Buy Complaint - Extended Warranty - Sony Flat Screen TV
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.