Best Buy Extended Warranty Breach of Contract Sony TV still not repaired over 30 days after calling Humble Texas
I started calling BB customer service to get my Sony DLP 60in TV repaired on 2/22/09. After 3 disconnects I decided to wait until the next day. After 11 disconnects I finally got a human.
He put me on hold ONE HOUR while he arranged service for the Friday the 26th with a local repair shop who was to call Thursday evening to confirm. At 1:00 pm Friday we had not heard from them so I called the shop and gave them the confirmation # supplied by BB.
The lady informed me that they did not come to my area of town except on Tuesdays and Thursdays, so we set it up for Tuesday 3/2/09. Turns out BB never ordered the part so they did not come.
About 3/11/09 I finally went into my local BB store and spoke with the manger who tried to call customer service and was disconnected 3 times, finally finding out that they ordered the part 3/9/09, 2 weeks after my initial call.
No one ever came out because I told them what was wrong with it since a box comes up on the screen saying the bulb needed to be replaced. So this is the part that they scheduled to be replaced, but NEVER ordered it.
BB local manager has attempted to get my TV replaced but their policy is that if it takes more than 30 days to get the part then they can't replace it, it doesn't matter if they take 6 months to order it, the 30 days if from the date they order the part!!
Well the guy finally came out on 3/26/09 and said that some other thing was wrong and he would have to get approval and that usually takes 5-10 business days AND he did not replace the bulb since other things needed to be done but the TV is still working but picture is dimmer and dimmer regardless of other thing that needs to be done.
So here it is 35 days after my initial call and still no repair. I paid $2,700 for this TV including extended warranty!! I spend thousands of $$$ there a year, I'm a Premier Silver Rewards customer (requires you spend $2,500 a year) and I have spent over $10,000 there in the last 6 months (go ahead call me stupid).
I ask the local manager for the district and regional manager name and phone #, he claims he doesn't know. I ask for contact info for corporate office...don't know that either!
I googled and got all the officers names at corporate and will send them ALL a certified letter, it also said that the regional manager meets with all the store mangers regularly...hummmm this local manager has been manager for 5 years and he's never met with the district or regional manger and has no idea how to contact them?
I think I'm being fed a line of BS and will not stop until this issue is resolved. I am also going to report this to the Better Business Bureau.
Now have to find a new place to give my $$$ to.
Joyce
Porter, Texas
U.S.A.
1 Updates & Rebuttals
Kristy
Beverly Hills,California,
U.S.A.
how to resolve your issue
#2UPDATE EX-employee responds
Mon, April 06, 2009
you need to contact the main corporate switchboard (no 1-800#) I can't post it here but google search on "Best buy corporate number" or visit their website "for our investors" link at the bottom... at that point call them and ask for Executive Resolutions dept.. during regular business hours.
explain to the person what's going on along with your Service plan#, reciept info etc. it will take them a few days to look into it... contacting the Store Manager , Regional manager etc. is useless.. there focus is sales #'s not service repairs.
I would suggest you also order the Bulb directly yourself from Best Buy, call the 1-800# BBY number ask for "bby parts search" just tell them you need a laptop battery under a service plan to get the routing person to transfer you to the correct dept... (don't mention TV's or you'll get the wrong department) once transfered ... tell the person that Best Buy told you to order the TV bulb under your service plan. (give them the PSP#) , it will ship directly to you in about 2-3days..
at this point it's ok if you have 2 Bulbs (the one you ordered and possibly the one the Tech brings out) or if you finally recieve the bulb yourself, just call to get the appt to install what you've recieved -
the problem here is that you live in what Best Buy considers "hickville USA" (or an area they don't service directly but need to use an outside vendor ... in these cases do NOT under any circumstances every let them take the TV with them to repair, always leave it in your home... there are other cases where the 3rd party vendor takes the TV, customer tells the repair shop to repair it without the Specific approval of Best Buy.. (for example pending BBY approval) and the customer ends up owning for the repair while BBY approves a new TV.. and the customer gets sued (they signed a form stating the local repair would be paid regardless of Best Buy warranty)
Best Buy owns the Better Business Bereau (or more accurately) they pay a large $$ to be a founding member since 1970 and have a very satisfied rating with them... if you do decide to go this route .. you need to file with the MN BBB - not your local branch. the Store GM doesn't want you calling the corporate office... obviously he knows who all the district managers are.
order the bulb yourself & talk to the executive resolutions dept and your issue will probably get resolved.