BestBuy Ripoff Best Buy will not repair my 43" Samsung ($2,969.99) TV that is covered by their Performance Service Plan Tucson Arizona
I purchased a 43" Samsung TV along with a 4 year Performance Service Plan on 02/19/2004. The TV became inoperative the latter part of September 2006, and on 09/21/2006, was picked up by Telestar Service Inc., for repair. After 4 phone calls to Telestar and talking to 4 of their personnel ("Laura","Vinney", and "Jerry"), the TV was repair and returned to me on 10/24/2006.
The TV started malfunctioning again on or about 11/06/2006. I called Best Buy and talked with "Amanda" on 11/14/2006, informed her I needed repair on my TV again but I did not want Telestar repairing it because it took them 31 days the last time. She said she would send a fax to Audio Visual Repair Service authorizing them to repair the TV. Also, I told "Amanda" that I would be out of town until 01/04/2007. She said that when I return call Audio Visual Repair to have the TV repaired.
On 01/05/2007, I called Audio Visual Repair and talked with "Paul". He said he knew nothing about the repair and for me to call Best Buy, which I did at 11:10 AM. I talked with "Carrie" and she said she would send a fax to the repair shop (Service Contract #9459565).
I called Audio Visual Repair on 01/08/2007, and talked with "Paul". He said he hasn't heard anything from Best Buy but that he would contact them. On 01/11/2007, at 2:25 PM, received a call from "Don", Audio Visual Repair, who said he hasn't heard anything from Best Buy but he was going to send them an email. At 2:40 PM, 01/11/2007, I called Best Buy and talked with "Margaret". She said as soon as "Don" (Audio Visual Repair) hears from Samsung he will let me know.
At 3:50 PM, 01/18/2007, I called "Paul" (Audio Visual Repair) who said he has not received an authorization to repair my TV as of yet.
At 4:15 PM, 01/18/2007, I called Best Buy and talked with "Vickie" who was unable to assist me. I then talked with a supervisor named "Cheryl". She said she was going to call the Replacement Department on 01/19/2007, and have them expedite the paperwork and that I would definitely know something not later than 01/26/2007.
Not hearing from anyone by 4:30 PM, 01/26/2007, I called Best Buy and talked with "Shannon" and then "Clint". Neither one of these individuals could help me, therefore I talked with a senior supervisor by the name of "Landon". He said he would get right on it and I would have an answer by next week and further, this entire incident would be completed to my satisfaction within 2 weeks. He even gave me his personal phone number in case I had to get a hold of him (406-455-8070).
At 4:00 PM on 01/29/2007, "Don", Audio Visual Repair, called me and said he was unable to contact anyone knowledgeable of the situation at Best Buy. He said he was going to send them an email with the repair cost.
Received a call from "Don", Audio Visual Repair, who stated he tried to contact "Landon" (Best Buy) several times the last 2 days but was unable to reach him. He also said he sent another email to Best Buy detailing the cost of repair based upon his examination and evaluation of my TV.
On February 5, 2007, I typed and mailed a 4 page letter to: (1) Best Buy Corporate Headquarters, (2) Best Buy Corporate Customer Care, and (3) Best Buy.com Customer Care. No answer has been received to date. On 02/09/2007, I am going to hand carry a copy of this letter to the store manager at Best Buy, 6025 E. Broadway, Tucson, AZ.
As of 8:00 PM, 02/7/2007, I have not heard a single word from anyone at Best Buy regarding the repair of my TV.
James
Tucson, Arizona
U.S.A.
6 Updates & Rebuttals
James
Tucson,Arizona,
U.S.A.
Best Buy - Tucson, AZ (43" Samsung TV)
#7Author of original report
Sun, February 11, 2007
At 1:50 PM, 02/09/2007, I presented Mike Powers, Customer Experience Manager at Best Buy, 6025 E. Broadway, Tucson, AZ 85711, copie of all correspondence I sent to Best Buy Corporate Headquarters, along with a copy of my complaint filed with Rip-Off Report.com, and a copy of my comtemplated courses of action. I bid Mike Powers a good day and departed Best Buy.
At 2:30 PM, 02/09/2007, Mike Powers called me at home and said he had called Best Buy Corporate Office(s) and informed them of my grievances. He said they told him they were in receipt of my letter and they would be calling me "shortly" regarding my TV set. Mike Powers said he hopes they call me sooner than later. He also said they told them they were going to follow up the phone call with a letter to me.
John
Califon,New Jersey,
U.S.A.
BB is out of the picture
#7Consumer Comment
Thu, February 08, 2007
BB is out of the picture. They are merely a middleman at this point in contacting N.E.W.
I contract with N.E.W. for power equipment repair. I have to file warranties with the manufacturer-or if not warranty-N.E.W. and they in turn bill Lowes/Depot/etc. who in turn bills the customer. N.E.W. warranty coverage starts after the manufacturer's warranty expires and runs until it's expiration.
I would contact N.E.W. directly and civily explain what you know so far and see what they say. As you know, newcorp.com is their website with contact info.
John
Califon,New Jersey,
U.S.A.
BB is out of the picture
#7Consumer Comment
Thu, February 08, 2007
BB is out of the picture. They are merely a middleman at this point in contacting N.E.W.
I contract with N.E.W. for power equipment repair. I have to file warranties with the manufacturer-or if not warranty-N.E.W. and they in turn bill Lowes/Depot/etc. who in turn bills the customer. N.E.W. warranty coverage starts after the manufacturer's warranty expires and runs until it's expiration.
I would contact N.E.W. directly and civily explain what you know so far and see what they say. As you know, newcorp.com is their website with contact info.
John
Califon,New Jersey,
U.S.A.
BB is out of the picture
#7Consumer Comment
Thu, February 08, 2007
BB is out of the picture. They are merely a middleman at this point in contacting N.E.W.
I contract with N.E.W. for power equipment repair. I have to file warranties with the manufacturer-or if not warranty-N.E.W. and they in turn bill Lowes/Depot/etc. who in turn bills the customer. N.E.W. warranty coverage starts after the manufacturer's warranty expires and runs until it's expiration.
I would contact N.E.W. directly and civily explain what you know so far and see what they say. As you know, newcorp.com is their website with contact info.
James
Tucson,Arizona,
U.S.A.
update
#7Author of original report
Thu, February 08, 2007
I called "Don" at Audio Visual Repair Service at 10:45 AM, 02/08/2007, for a status report on the repair of my TV. He said he was in contact with "Scott Brady", representative for NEW (the extended warranty program for Best Buy) and informed him the cost to repair my TV was going to be right at $1,800.00. He was informed by "Scott Brady" to proceed with the repair of the TV set. "Don" said he checked on the replacement parts and found that 2 of them were not available. He then sent an email to "Scott Brady" (sbrady@newcorp.com) about 3 days ago informing him of the unavailability of the 2 parts. As of this time and date "Scott Brady" has not called or sent an email to "Don" acknowledging this fact. It is now day 34 and nothing has been done to repair my TV set. The worst of it is I paid Best Buy $2,969.99 for the TV and $249.99 for a 4 Year On-Site Performance Service Plan, and can not obtain Best Buy's authorization to have it repaired.
Kristy
Beverly Hills,California,
U.S.A.
how to get a replacement TV
#7UPDATE EX-employee responds
Thu, February 08, 2007
One really important question... when the TV first had a problem who exactly did you call?
if you called Samsung, and they recommended this Telestar company as an authorized repair vendor which you contacted directly on your own. best buy isn't going to help you at all.....
with the Best Buy PSP plan if the TV breaks you call best buy 800# directly.. not samsung or any authorized samsung vendor without there permission.. if you live in a populated area usually Best buy will send out their own techs to fix it.. some smaller markets it's outsourced to 3rd parties.. you still keep best buy in the loop, no private deals or calling the tech directly as these repair calls wont be counted by best buy.
at this point I would call the corporate office main switchboard (not the 1-800#) and ask to speak with executive resolutions dept and have them get involved.. going to the local store with a letter is useless.. they will tell you to call the 1-800# as technically the store doesn't actually setup repairs ..
the best case you might get at the store level is for an employee or manager to call and speak with the same people you did and maybe they make more progress then you.. your best bet here would be to do this on a weekday.. during off peak hours.. if you attempt to do this during the weekend.. you might get told bascially.. sir, my job is to sell stuff & lot of people have $$cash$$ in hand ready to spend.. I'm too busy to help you.. call the corporate office...
if your the type to get mad yell scream & try to make a scene.. this no longer works since 9/11 happened.... they will politely ask you to calm down & leave the store.. if you don't the police will show up.. if you try to explain the situation to them you'll be told it's a "civil issue" but either you leave now or it "criminal tresspassing" at this point bite your tougue be smart and leave.. one customer at the old store I used to work at.. was so upset he started arguing /fighting with police over a TV not being after 3 times in for repair.. he ended up getting arrested and spending the night in jail..
although best buy PSP technically says the TV must be left in 3 times (then on the 4th repair - all requiring parts to be swapped out or if too costly to repair) they will give you a new one.. when speaking with executive resolutions try to get them to authorize a swapout for a new TV - maybe they will give you a $20 gift card for your hassle.. that's about the best your going to get.
best buy is a place to shop for DVD/CD's etc. and generally has a 30day return policy.. (14 days for some stuff) it's not a place to expect service after the sale..if you ever return something do NOT do an exchange.. return it for cash, back to your credit card (maybe a gift card etc) then buy the new item fresh with a new purchase date.. -vs- an exchange linking to the original one.