- Report: #318057
Complaint Review: AIG Warranty Guard Inc./Best Buy - Chicago Illinois
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AIG Warranty Guard Inc./Best Buy
300 South Riverside Plaza Chicago, 60606 Illinois, U.S.A.
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888-237-8289
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AIG Warranty Guard, Inc./ Best Buy Three months without TV and still no service from Best Buy Performance Service Plan Chicago Illinois
Our 40" Samsung LCD TV began displaying lines on the top and bottom of the screen in late December 2007. We called the Service Plan center and they scheduled a service call on January 8, 2008 with VCR-T.V. Maintenance of Saugas, CA. The repairman said he needed to order a part and would call us to schedule an appointment to install it. We waited and waited. Finally, in the beginning of February, my husband called the service technician and could not get him on the phone. The people in his shop kept saying that the part had not come in. My husband then called the Service Plan Center letting them know that the repairman was not satisfactory; he had not bothered to call to let us know the status of the part and we had great difficulty getting in touch with him.
The service plan center said they would get someone else out to fix the TV. Well they sent out the same repairman who suddenly had the part. By now the TV had lines all over, not just on the top and bottom of the screen. Even though we were not happy with the same repairman, if he had the part and we would have our TV repaired, we would be happy.
The repairman came out March 6, 2008 and installed the part. The only problem is that now the TV is going black. It started immediately after he installed the part; he was here and saw it. However, he said that it was the cable. We called the cable company and it is not the cable. Now the TV goes out - to black - randomly, which can last from 20 seconds to 2 minutes. In short, the repairman made the problem worse! We can't even watch a DVD on the TV!
My husband called the service plan center again. Last week they were going to talk to someone to see about replacing it. We have talked to so many people it is ridiculous. They always say they will call within a week...they never do. Today they say they will call by Tuesday, March 18. They wanted to send out the same incompetent repairman. They even gave my husband a phone number saying it was another repairman...it was the same guy with different phone number. Needless to say, we do not want this man as he was so slow the first time around and only made the problem worse.
We have a 40" TV in our living room that we cannot watch. This kind of service is totally unacceptable from Best Buy and their service plan. They had no problem accepting our money for the TV and the "Performance Service Plan" - what a joke! We have gotten nothing but the run around. I cannot believe that it can possibly take this long to get service on our TV.
Yvonne
Santa Paula, California
U.S.A.
The service plan center said they would get someone else out to fix the TV. Well they sent out the same repairman who suddenly had the part. By now the TV had lines all over, not just on the top and bottom of the screen. Even though we were not happy with the same repairman, if he had the part and we would have our TV repaired, we would be happy.
The repairman came out March 6, 2008 and installed the part. The only problem is that now the TV is going black. It started immediately after he installed the part; he was here and saw it. However, he said that it was the cable. We called the cable company and it is not the cable. Now the TV goes out - to black - randomly, which can last from 20 seconds to 2 minutes. In short, the repairman made the problem worse! We can't even watch a DVD on the TV!
My husband called the service plan center again. Last week they were going to talk to someone to see about replacing it. We have talked to so many people it is ridiculous. They always say they will call within a week...they never do. Today they say they will call by Tuesday, March 18. They wanted to send out the same incompetent repairman. They even gave my husband a phone number saying it was another repairman...it was the same guy with different phone number. Needless to say, we do not want this man as he was so slow the first time around and only made the problem worse.
We have a 40" TV in our living room that we cannot watch. This kind of service is totally unacceptable from Best Buy and their service plan. They had no problem accepting our money for the TV and the "Performance Service Plan" - what a joke! We have gotten nothing but the run around. I cannot believe that it can possibly take this long to get service on our TV.
Yvonne
Santa Paula, California
U.S.A.
2 Updates & Rebuttals
David
mechanicsville,Virginia,
U.S.A.
AIG Problem Solved!!!
#2
Mon, August 24, 2009
I had a similar situation with AIG trying to get a Bosch washer repaired that I had purchased from Lowes. It went on from March until August. The repairman came out once to check out the problem and then came back out 30 days later with the parts. The only problem was when he finished the "repair" he broke the door hinge panel and had to order more parts. After 3 months he still had not called or come back out and according to AIG, still did not have the parts. I emailed AIG that if the washer was not repaired in 10 days I would file suit for breach of contract. The next day, I was called and emailed by AIG that they were refunding my cost plus taxes for the washer which fulfilled their terms of the contract and I could could do whatever I wanted with the broken one. I received the check from them within 10 business days.
Let me add one more note: The AIG customer service people were polite and always got back to me in a day or so each time I emailed or called them. I feel they honestly tried to help but had no control over the repairman who was a one man subcontractor for them.
Kristy
Beverly Hills,California,
U.S.A.
how to resolve your issue.
#3UPDATE EX-employee responds
Mon, March 17, 2008
one of the issues your running into is that Santa Paula, appears to be a rural community (at least from viewing the map, I don't live in the area)so Best Buy has to outsource this work to a 3rd party repair shop and this one repair guy is basically it for your area there are several differn't approaches to resolving this issue. 1) is the TV still under the MFG warranty or just extended service plan? obviously going with MFG if possible.. if not see below 2) contact Best Buy main Corporate switchboard phone number (not the 800#) it's hard to find on thier website at the bottom "about us" then search under Investor relations give them a call, ask to be transfer to main corporate operator.. then ask for the "executive resolutions dept" have all the information avail, service plan# your original reciept info etc. these people do a good job looking into issues like this and hopefully get resolution to the issue for you. I would also request "a PSP no lemon junkout approval" based on the fact it's been over 3 months with problems.. (if approved this allows you to get a new TV off the sales floor) technically the rules say your TV has to be inoperative for 45days waiting on parts.. before it qualifys for this (so you probably don't count as parts were delivered /installed and they now claim it's a cable TV thing.) but it doesn't hurt to ask. 2) if they want to send out a tech again to look at the TV (which will probably be the same person) I would also try to arrange to have the Cable TV tech out at the same time with the best buy tech.. this avoids the blame-game.. this might be a bit tricky.. because unlike most cable companies that you book a "time window" (ie: 12-4pm on whatever day) in advance .. Best Buy expects a customer to take the entire day off.. then they call you between 7-9am in the morning and tell YOU when THEY will be in your area.. (this is a benefit to the company to save fuel costs not the customer) if the Tech attempts to say "it's a cable TV problem" prove him wrong by unplugging the Cable completely and plugging the DVD player directly into the TV. 3) if you don't get any progress from them, the next step is to see if you can bring the TV into a local Best Buy store and have them send it out to a repair center. I realize you don't want to do this since you paid for inhome. but that's life.. you might run into some resistance because company policy says TV's over 30" need to be serviced in-home not taken to the store.. and they might refuse to service it.. but if you tell them that the in-home tech said it needed to be taken into a store to be sent off.. either #1 they will just do it and the TV will be repaired.. or #2 a store service manager will refuse to send it out for repair.. but may call the corporate office and help get this resolved for you as he doesn't like customers showing up with problems in the local store.. 4) if all else fails, contact your local state attorney Generals office to file a complaint, some AG offices have a dispute resolution service where they will call the company and help bring both parties together to resolve the issue.. To be honest Best Buy doesn't like getting calls from the AG office. (if you internet search "Best Buy attorney general" you'll understand why) so they tend to respond when the AG office gets involved.... Good Luck (.....you'll need it...)
