Best Buy Complaint - Best Buy Product Misrepresentation; Pathetic Installation Service
My wife purchased a PanaSonic TC-P50G20 plasma TV for my birthday and father's day. She even had Best Buy 'install' the TV so I wouldn't have to.
At the time of sale we were told the TV was internet ready, and, more importantly, that Netflix was available "out of the box", through VERACAST without requiring any additional hardware, etc., (e. g. an additional $400 Blue Ray player which was Netflix ready).
The installation was a joke! I re-opened my Netflix account. BestBuy "allegedly installed" the system (basically taking the unit out of the box and setting it up on the cabinet); I was not happy with the picture, and the installer proceeded to try to convince me that I needed a new cable box, as he slapped the remote into my hand and walked away, as though it was too much trouble to stick around a minute to show me how the thing worked. I contacted the cable company, who was kind enough to guide me through the process to increase to 1080 rather than the lower capacity we were running our old TV at. Bottom line, despite the sales agreement that Best Buy would deliver and setup one box, I (not Best Buy) connected the TV to the cable box with the HDMI cable; connected to the internet via ethernet cable; successfully accessed YouTube and viewed videos; successfully watched DVDs and VCRs. Everything works -- except Netflix does not display as one of the "widgits" in the VERACAST menu.
After reading and trying everything possible, I went to BestBuy to find out how to set up Netflix. (I have a Netflix account). I thought the LAN connection was bad somehow, but wasn't. I thought I configured the system wrong, but hadn't.
I drove 30-miles to the store where we purchased the TV. The BestBuy technician told me that a Netflix "widget" should display when I press the VERACAST button on the control. It does not! I have YouTube, Picasa, Settings, Bloomberg, Pandora, tagesschau, Weather, skype, twitter and amaz'n video. But NO NetFlix!
The BestBuy sales technician told me that I must have destroyed the Netflix Widget when I was configuring the system, and all I had to do, since I had everything else working with regard to the internet, was to reset all the VERACAST settings to "factory defaults", and Netflix should show up as a "widget" after selecting VERACAST on the control. Oh yes, he tried to sell me an additional $150 "Geek Squad" installation service to come out to the house to get the system working (which they couldn't -- read on, it gets better!). I declined, fortunately, thinking I was probably as adept at figuring out what to do next, and thinking it was always an option I could fall back on.
So, for the next step in the run-around I was getting from PanaSonic and BestBuy, was to trot 30 miles back home, look for any and every possible place to "reset factory defaults". Not surprising, it was just another "how do I get the customer out of my face who already gave us his $2000", so I can get another sucker on the line before they leave the store. Not surprising, there is NO WAY TO RESET FACTORY DEFAULTS to get Netflix to show up on the VERACAST menu; that was just a distraction to get me out of the store.
After exhausting all options, I got back on line to the PanaSonic "support" website for my second "chat" session, asking: "how do I get the Netflix widget to display on the VERACAST menu?". They respond back: "you can't get Netflix because it is not available". Not a clear answer, so I pressed for clarification: not available at this moment because of a technical difficulty, or, not available for the model I purchased? Finally, after pressing for a more direct and less evasive answer, I was told that "when Netflix becomes available, [possibly at some future date] it will automatically show up as 'an option' in the VERACAST menu". They purposely left out 'possibly at some future date' until I pressed further. They also said that Netflix currently is available for Blue Ray devices, BUT NOT for the PanaSonic TV. [But it's interesting that Amaz'n movies are available in the VERACAST menu ... hmmm, could this be a factor?] Okay, after literally having to pry the truth out of the "helpless desk agent" I was chatting with, I finally found out the ever popular 'they' were told TV streaming would be ready by the end of the month, but NOW 'they' have pulled that estimated availability delivery date for TVs to "delayed until some unknown date, if at all". In other words: buy an internet-ready Blue Ray player for $400 if you want Netflix.
So, I've been lied to and given the run-around by false advertisement; false representation of a product by both PanaSonic and Best Buy. I was also told we could access the internet using a wireless router, which also was not the case. In all, I've spent two days trying to get Netflix to work, unsuccessfully following the promises and run-around; and two 60-mile trips to Best Buy; and chat sessions with the help desk. I finally got access to Netflix by using the PC input port option, and hooking my $700 blue ray-capable desktop PC and using the TV as an over-priced monitor by using a VGA 15-pin cable. Ya'd think someone would have suggested this during one of our 'chats', as the ONLY way you can access Netflix 'at this time'.
I am a very UNHAPPY camper right now. Having Netflix available without having to buy a $350-400 Blue Ray device was part of the decision we made, and the salesman knew it -- it was the last question we had clarified before making the decision to spend an additional $400 on the TV we decided upon. We specifically asked: "so we can buy the internet-ready TV and we can get Netflix without having to buy the Blue Ray system, correct?" The salesman answered "yes, that's right". $2000 later, and here we are ... ready to have Best Buy come pick up the system after a completely soured experience. Oh yes, did I mention this was my birthday/father's day present! Happy Birthday from Best Buy?
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