- Report: #596398
Complaint Review: BesT Buy - Internet
Reported By:
Lark -
Baltimore, Maryland, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
BesT Buy
Internet, United States of America
Phone:
1-800-BestBuy
Web:
www.bestbuy.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
BesT Buy Best Buy Worst Service Internet
I'm covered under an extended warranty by Best Buy for a 42" plasma TV I bought in Ohio 18 months ago. When it was time to use it (TV not working), I called Best Buy to repair it. That was six weeks ago. I've had delayed parts issues, servicemen who don't show up, call center staff who don't know what to do or care, bounced back messages to me from emails with addresses that are published on the Best Buy site, and obnoxious technicians telling me they can guarantee nothing. I've been told the part and/or technician may never reach my home and even if they did, Best Buy can't guarantee everything will work. Now I've been told to go to the local Best Buy store and pick out a new TV, but I will have to buy a new warranty even though I've got 23 months left on my current warranty.
2 Updates & Rebuttals
Ronny g
North hollywood,California,
USA
Check the policy...
#2Consumer Comment
Mon, April 26, 2010
Unless something has changed, the plan should be prorated which means you should be able to use the remainder of the plan from the lemon TV, and apply it to the replacement TV.
I don't think they are ripping you off since they are honoring the plan and offering to replace the set. Why it took so long or why any technicians were obnoxious I don't know, we only have one side of the story here, but take the new set and be happy.
Now of course they want you to purchase the protection plan (which is not actually an extended warranty, the only warranty is one year from the manufacturer) since they can make money from it, they do not make too much if anything off a plasma sale so they need to attach to it to survive. And now they have to eat a TV to make good on the plan.
Now the plan does have merit since now you are getting a new TV and do not have to buy a new one. The plan is basically insurance. The insurance company hopes the TV lasts the protection plan period, and if not, they lose.
Anyhow, you can't expect to get another full plan for free..so if you want more coverage, buy a new plan for this TV. That's the way it works anywhere..remember this is not an extended warranty and has nothing to do with the manufacturer, it is a separate plan sold through Best Buy.
Hanspiel
United States of AmericaAlways a reason
#3UPDATE EX-employee responds
Mon, April 26, 2010
While I most certainly agree that the overall service you received during the six weeks since your warranty claim was poor, and much of it was due to the commonly lax employees at a call center, I do know that the requirement of the purchase of a new warranty is absolutely justified. As the warranty states (granted in small text that many people ignore) if the product is replaced with a new product, the warranty is fulfilled. The warranty doesn't allow you to have the tv replaced multiple times just because it broke more than once in 4 years. Anytime after the standard manufacturer's warranty has ended the extended warranty will be considered fulfilled if Best Buy covers repair costs or a replacement that is equal to the current value of the product. Feel free to look this up in the warranty's exclusions and coverages sections. As for the poor service, unfortunately that is something that is bound to happen on occassion. It sucks that it had to be on your occassion but that's the way life is. Sometimes service sucks. More often it's acceptable, and occassionaly it's even good.
