James
Tucson,#2Author 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,#3Consumer 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,#4Consumer 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,#5Consumer 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,#6Author 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" ([email protected]) 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,#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.