Best Buy Informative - Response to Warranty Complaint
DALLAS, TEXAS -- On January 9, 2006 I bought a 27" Phillips TV from Best Buy #58 in Dallas, TX. I also purchased a four year in home warranty. In March of 2008 the picture on my TV collapsed and I called for warranty service. A service man responded in two days and informed me that I needed a new "main board" which he would order and install when it arrived. About three weeks later Best Buy customer service called and told me that they were not able to get the part and that an exchange was authorized. Then she Said "bring the TV into a store and they will exchange it."
I am 5 feet 5 inches tall and 66 years old. I can't carry a 27" tube type TV. I drive a Mazda Miata (tiny car), so even if I could carry the TV, I would not be able to get it to the store. She suggested that I get a friend to help. tried for almost two months to get some answers by phone and kept getting the run around.
On Sunday May 25, 2008, I went to Best Buy #58 and spoke to customer service. In less than fifteen minutes the matter was resolved. This weekend I will pick up a new TV and they will send a truck to pick up the old one.
I believe that Best Buy needs to train their phone personnel better and commend the home entertainment staff at store number 58 in Dallas.