Manufacturer Warranties and Protection Plans

[lsnow]

I would like to know why Best Buys does not document the difference in a TV repair done by the Geek Squad and a third party TV repair in their service plan. We purchased a four year service plan for our 50" Samsung. We needed to have it repaired and called the number as instructed, unfortunately, I live in rural south Georgia and the Geek Squad is not available.  A repair date was set up and our TV was picked up by Fred's TV repair from Albany, Georgia. The original date for the pick up was 1-22-10. A month later I am still dealing with customer service and Fred's TV repair. According to everyone I have talked with at Best Buys, the part is back ordered and unavailable. Each operator at Best Buys has explained this scenario in completely different terms. We have been told that Best Buys has 45 business days to find the part and fix our TV. (IF the GEEK SQUAD fixed the TV, I would have a replacement in two weeks if the part could not be found) I find this totally unacceptable. According to the service plan brochure that I was given when I bought the TV, no time limit is specified on the service plan. The NEW BROCHURE does designate the time limit that Best Buy has to fix the TV or replace it.  I would like to know how to get my TV repaired quickly and efficiently with the help of Best Buys. I have called everyday for two weeks. We have the called the TV repair company daily. Everyone tells us something different. I would like to file a complaint with the Better Business Bureau because at this time we are completely helpless in being proactive in getting my TV back.  Is this normal procedure for Best Buys? This is the second repair done on our TV. The first repair was done in my home within a few minutes. NO Problems!

    I have been an excellent customer for Best Buys through the years. We have NEVER had any problems with the other products or service plans. WHAt do we do to get our TV fixed and back in our home? Any suggestions would be greatly appreciated. I have been told that the only way to complain is through their 800 number but talking to a supervisor has not helped at all.

[Nokia]

Are you sure the limit on waiting for parts is 14 days? I thought it was 30 days.

Did Best Buy say the limit is 45 days because you're dealing with a third party? That doesn't make any sense.

[Dorothy-BBY Community Supervisor]

Good afternoon Isnow -

Ryan, from our Community Connector team, will be reaching out to you regarding your concern.  I appreciate your patience until he is able to contact you!

[Ryan-BBY Community Connector]

Isnow,

Welcome to our forums!

I was really disheartened to hear about the amount of time your Samsung TV has been repair with one of our third party technicians.  I know if I was in your shoes, I would be looking for some additional answers as well.  I truly apologize for any inconvenience this situation has caused to you.  It sounds like you are not quite sure exactly what is going on with the status of your repair.  It seems that you have been told a few different things between the third party and our in home repair team. 

I want to see what I can try to do to help you out; however, I am going to need some additional information.  I will be sending you a private message shortly, to view your private messages, first ensure you are logged into our forums and then click on the envelope icon in the upper right hand corner of the page. 

[Irritated0419]

This is exactly what i am dealing with. It's almost like you posted my story. Contact your local Consumer Protection Agency and find what the law states in your area.  Good luck.