|
Linda of Wayne MI (06/26/08)
Purchased a 32 inch, Westinghouse 720P LCD HDT TV on 01/11/08. At the time of the sale we purchased a 4 yr. warranty. We had our t.v. serviced on 6/11/08 (in-home) because we could no longer see a picture on the screen. Today is July 26, 2008 and our t.v. has not been repaired to date. We have talked to different people. We were finally told our t.v. needed parts that are on back order and they don't know when they will be in or how long we will have to wait.
As a result, we are still paying for a t.v. that we cannot watch and don't know when we will be able to watch it again in the near future. In addition we have been paying for HD service through our local cable company and only have the one HD t.v. that needs to be repaired.
Jennifer of New York NY (06/08/08)
Purchased a new 40inch flat screen tv, and a 15,000 btu air conditioner on 5/31, could not get delivery until 6/7 on which day they were supposed to install the A/C, TV was to be installed on 6/11. One man arrives to delivery both items, and brings them up the stairs banging them into every stair on the way up. The airconditioner that was supposed to be installed that day was not since the driver had no idea how to install, it was also 95 degrees that day.
Called the store & spoke with Alex who was very nice, but could not do anything other than refund me $100.00 which was not what I wanted or needed I needed ac since it was so hot. Alex was supposed to call me back before 8pm when he left the store, which he did not, and then I went to the store to talk to Justin, who told me I could not speak with a manager, and that I was lucky that I got a hundred dollars off, and that nothing else would be done, and that he was the only person I could speak with. He also told me this happens all the time sometimes. He was not helpful what so ever.
I called 888# and spoke with someone named Beth in consumer relations who was supposed to call me back, after calling her another three times, and leaving voicemails, I still never heard back from her. Now what I did not mention was that the TV they delivered is broken as well, no picture. They can not tell me when they will be delivering a replacement, and it seems as if they are trying to work it out so that I have to stay home from work on Mon, Tues, & Wed in order to take care of all of this. I paid $2,753.75 for the merchandise that I do not have, or is not working, or is not installed, yet Best Buy has my money. I can not believe the person from Consumer Relations did not return my call...that is amazing. If I had the time to take them to court for lost wages I would.
Lost hours at work, and no sleep for three days with not air conditioning, only hoping they come tomorrow as they are supposed to in order to install the AC.
Marty of Cary IL (05/05/08)
We bought a 42 inch Phillips Plasma television in Feb of 2006. We did buy the 4 year warrenty with the product. Starting on April 21st the television stopped working. So I call the warrenty part of Best Buy and they came out. He then took 3 minutes to know what the problem was and ordered the part. A week later he came back and had to order more parts because the first wasnt the problem. He then came back and found out the problem was greater. So then they gave us a junk exchange. I went into the first store and went through the process of finding out what I need to do. They said that because I spent over 2500 on the first tv that is what I could get now. So we figured we could get a 50 or whatever to be price compareable for the first one.
Came back the next day and the rules then changed. Now we could only get a compareable model. I didnt except that so I then went to a different best buy and they they first said that I could find a tv that was price comparable, found one...oh wait now the manager said that they can only give me this Panasonic 42 720p display tv. The thing that I dont think is right is the first tv cost me 2500 and it was 1080p display. A lemon I guess, because other persons tvs last forever. So then I walked home with an worst tv. But of course they complain that it was better. Not true, cant be. Is there something I can do?
Elaine of Sunrise FL (04/29/08)
I bought a rca 50' tv with dlp tuner in 10/2004. since then i have had a total of 8 repairs on the tv and despite paying $400 for the in home service and warranty i have not been able to get the TV repaired or replaced. every time the tecnician come out they claim that they were not able to detect the problem. I have spoke to nick, roy valentine, fabio, teresa, toni, ashlee and no one will get the situation corrected.
we have lost 7 days of pays and have had many embarassing moments, recently when 20 friends and family came over to watch the superbowl the tv went out in the 4th quarter. teresa a supervisor at best buy told us that this is how best buy operates. they jerk you around until the warranty expires the warranty will expire in 4 months.
Gaet of Gulfport FL (04/28/08)
I had purchased an extended warranty for my 43 Pioneer plasma TV. It broke and Best buy sent a local sub-contractor, ATS in St. Petersburg,FL to fix it. 3 weeks later they had indicated the part was still on order with no due date. I escalated to Best Buy finally who said the part was discontinued and I did get a new TV. During the removal of the original TV the IR sensor on my AV system was broken. ATS had to remove the sensor from the original TV.
Both Best Buy and ATS failed to replace what they had broken. Best Buy said I had to make a claim with their sub-contractor and also that they are not responsible for service as part of the extended warranty. So watch out if you have a service call since they cna send bulls into the china shop and not feel reponsible for the consequences.
I have to buy a new IR sensor for $120. Also, I have spent hours with Best Buy and ATS on the problem (opportunity cost).
Cleve of Chandler TX (04/23/08)
We purchased a Toshiba 50 inch DLP projection Television from Best Buy on 4/23/07. On about 4/18/08 the lamps went out. Best Buy never offered their insurance on this TV, and I never thought to get it. We had returned a Plasma TV, because of the glare on the screen. So, I had other things on my mind. Anyway, they said the lamps weren't covered, the Tv only had a year warranty and to get in touch wiht Toshiba. Which I called them and they said I would have to get someone to replace the lamps. I asked him why didn't someone tell me these lamps only lasted about one year. He asked me If they had told me that would I have bought the tv? I told him No.
Then I talked back to Best Buy Manager and they said they would send A repair person out to replace the lamps. Which he didn't have the lamps and it would be another week without the tv. This is all fine and good for the next 12 months, but then what? Do I have to buy these lamps every year? They cost over $200.00, and that's just for the lamps. this doesn't include the service person. How can a business sell you something and not tell you you are going to have to spend at least $200.00 every year on the tv. I thought a Toshiba TV was a good idea the last one we had lasted over 14 years. But it was never turned off. The only time it was off was when the electric went off. After I told one of my sons about the problem we were having with this tv,he told me he has one sitting at his house that has to have the lamps replaced.
The comsequences of this is my husband is 72 years old and I am 65. I don't think a person should have to endure this stress and worry and phone calls to try and get this fixed. I don't understand how the government or who ever regulates this could let them sell such a problem to the American people. I didn't know anything about all of this. But I sure didn't think I was buying an item that would only last such a short time. When I went in to buy a Tv the only thing I was wondering about was whether to get a 700dpi or a 1080dpi. And as you can see I don't really know anything about this. I want to know if there is someway that this information can be distributed to the general public? There is still freedom of speech isn't there. Can I run an ad in the newspaper?
Martin of Jarrettsville MD (04/15/08)
Tried to get warranty service for my TV under the 4 yrs PSP plan I purchased 11/2005. On 3/7/2008, the Best Buy TV technician reported that 2 parts were needed and woould be ordered, and we could expect the repair to be completed within the next 10 days. After waiting the 10 days, and with no contact from Best Buy, we called, and were informed that the parts would be in by March 25. On March 26, was told the parts were on back order and would not be in before April 26th. Was offered a $50 Best Buy gift card to cover my inconvenience. On Monday April 14, was contacted by best Buy and told that the part was in indefinite back order, and now they would replace my TV instead of making a repair. Was given a auth. number, and the rep told me I could get the original purchase price credited against a new TV.
Went to the store and got a different story. Was offered a cheaper, smaller TV of lesser value, because my TV is no longer sold and that the set they were pointing me to was comparable to my 30 HD set i purchased in 2005. After talking to the manager, who said I must get the person on the phone who told me about the credit amount, I called back to the consumer relations dept. A different person said there was no record of my earlier conversation, and that they were in fact honoring the terms of the PSP agreement. After another 15 minutes of arguement,and speaking to a supervisor was then told would get a gift card in the amount of the difference to cover my inconvenience. I asked why can't they just get the store to give me a TV rather that a gift card, as I no longer wanted any reason to revisit any Best Buy store. No explanation given, and I must wait 2 more weeks to get the gift card.
I was also told I could fix the old TV myself and they would pay me for the parts only, if they complied with the terms of the PSP.The parts are on the manufactures website and availabe for 2 day shipping. Best Buy claims they cannot order directly from the manufacturer. Sounds to me like they were hoping I would pay for the repair and they would get out of the warranty. So, we are with out our HD TV for over 60 days, with Best Buy not the least bit interested in customer service. In fact the consumer affairs person said they did not want the store to have any losses over this. More concerned over store losses than customer losses. NO more Best Buy purchases for us!
8
Emma of Richmond VA (04/08/08)
Let me start by saying that I have never felt so hopeless as I do at this time. I am a 34 year old professional woman working in the hospitality industry for a large chain of hotels and a manager myself I know how far we go every day to make sure customers are happy. However that was not the case when I spoke with the general manager Mr Jon Weaver regarding my Plasma samsung TV that I have purchase as a gift for my husband on November 27 2007 along with an extended 4 years warranty for the total sale of $2.800.00 The TV was defected and I call the store to report and ask to have the TV repaired or exchanged.
They send a members of the geek squad whitch is a repair team to my home.as soon as they arrived and looked at the TV they informed me that this was a Bad TV was their exect words They said Ms.foster did you purchase extended warranty? Yes was my answer 4 years in addition to the first year that samsung offers free Just to remaind you I have had this TV only for 3 months from the time I bought it and the time they came to my home.make a long story short they said we will report this to the corporate office and they will have your replacement TV ready in 5 business days.
Next thing I get a call in 4 days from another service specialist working for electronics doctor staying that they have ordred a part for the 50 inch plasma TV and they will be coming to my home to fix the TV Strange I was thinking the other guys told me the TV was.not fixxable.so I said how can you order a part for a TV not even knowing what the problem is?and also the Geek squad team already informed me that the TV was not fixxable.their exect words was they don't know what they are talking about Everything can be fixed. I could not belive that people working for same company can say this about co workers but at the same time I said well maybu the TV can be fixed so I said well great this is good news when are you coming to fix my TV?
So we set up time and date and they came over my home with the part. After working on the TV for 20 minutes they said Oh no we have the wrong part so we have to take the TV in our shop and order new parts We will have it ready for you in a week At that point I was upset but I said well I have waithed this long (from first time I reported my TV was not working and they coming to my home)has been total of 2 months So I can be patient and wait couple more days this was on march 18 2008 Till this day April 8 2008 they still have my TV so finnaly after all the calls to best buy corporate office the store where I purchased the TV and no help I went to speak with the general manager at the store and told him that I would like to get my money back or to get a new TV today becouse I have been patient enough I would like to get this resolved. He said there is nothing he can do and I have to contact samsung about this. I said I did not purchased the TV from samsung I did at best buy at your store.he said he doesn't care about this and he can not help me in getting a new TV or refund my money.
So here I aM out of 2800.00 and put of TV. How can Mr weaver be a store manager and not be able to take care of a problem? He said I just came back from vacation and I do not know anything about this which is not true Me and my husband spoke to Mr weaver regarding this before when we first noticed the problem. I have voice mails on my phone from Best Buy corporate Samsung and the people servicing my TV and no one is able to help me saying this TV is not fixable and we can not give you replacement. How about my money my time that I have spend dealing with this issue and still paying Comcast cable bill each month for something I can not use? I can not express how upset I am about this matter.why do I have to call samsung or the service centers to find out how to get this resolved When I did buy the plasma TV at best buy? Would someone please help me? All I want is my money back or new TV I will never use Best buy again and I will also report this to channel 12 and every web site to let people know how to be carefull where they spend their money!
This have resulted in physical and emotional stress also I belive I was discriminated against due to the fact that Iam europian from Greece and English is my second language. I have not been able to sleep for days and also can not attend to my work taking time off to deal with this matter.
Karon of Mira Loma CA (04/08/08)
We contacted Best Buy for or 55' Mitsubishi TV repair right after Christmas 07 because we had the green lines running through the top of the picture and caused distortion. A Tech by the name of Carlos came to our home and diagnosed the problem ordered the part and come back about 10 later with the replacement part. After he replaced the contrast part the TV was DEAD. nothing. no picture no sound DEAD. He said something was manufactured incorrectly and he would have to order another part. He installed something else about a week later and NOTHING no change. Then he said we needed a DM Board. He said he ordered that and we waited for a few weeks and then he came with a co-worker to pick up the TV for repair.
That was the end of Jan 08. We haven't seen the TV since. I keep calling and they keep telling the part is on back order. The 3rd backorder due date was yesterday the 7th of April and today they tell me it is still on backorder and not due until May 7th. Of course I have been in contact with the Consumer Affairs division of Mitsubishi and they really want to help me to expidite the order but they need an order number to do it. I have asked so many times for the order number for the part and have never received it. They keep giving me part numbers, service tag numbers ect. No one seems to have an order number. I have asked numerous times for the service store location or phone number so that I can call or just to go pick up the damned thing.
Now guess what... I just 15 minutes ago was informed that it was not at a repair shop but in the posession of a repair Technician. Does this make sense? I have never been given a receipt for my TV. for any of the work done, for the removal of my TV NOTHING. Please help
I know it's a TV but we missed the Superbowl. Mark had surgery on his neck and had to sit on the bed to watch TV which was very uncomfortable. Our 3 yr old plays her learning games on that TV and has not been able to play. Basically our everyday enjoyment, updating on the news. Just our life. I know it sounds pitiful but it is real. Our society does depend on the local news as well as CNN and unfortunately we do depend on learning channels for our children so that we can watch with them and share learning experiences with them. Please help
Leng of Menomonie WI (03/22/08)
My wife and I were moving to a new apartment and decided to get a new TV. We both agreed on a Sony 46 inch hd TV from Best Buy. The sales associate told us that it was out of stock, so we had them order it for us a month before our moving date, just to make sure that we would have it that day. We had set the delivery and installation date for the day after we moved. Well, when that day finally came, we got a call from Best Buy saying that they didn't have our TV. I asked them why they didn't have it even though we ordered it way ahead of time, and he said, "Well, I guess one of our associates must have sold it to another customer."
I still can't believe how irresponsible and unprofessional Best Buy is. If you order a product specifically for a customer who had you order it, then don't you think it should be PUT ASIDE FOR THAT CUSTOMER? That Best Buy associate didn't even seem to be interested in helping us. We now have to wait another week or 2 for them to get another TV for us. So many people warned us about Best Buy. I guess we should have listened to them! I will no longer buy ANYTHING from Best Buy...EVER AGAIN! Best Buy will one day eventually be officially named Worst Buy. It seems that day isn't too far away.
Javier of Lansdale PA (03/18/08)
On 10/28/07, my parents bought a 32 LG LCD TV from Best Buy. They also purchased the 4 year Performance Service Plan. On 12/20/07 the TV video went dark. There was sound but no picture. 1/16/08, my parents contacted Best Buy and a technician was dispatched. The first technician visit was on 1/18/08. Parts were ordered. Second visit was on 2/1/08. The technician installed the part, but now the video and the audio did not work. More parts were ordered. 2/8/08 was the third tech visit. Technician said the wrong part was sent. 2/13/08 was the fourth tech visit. Newest arrived part did not fix the TV. Still no picture or sound. Tech ordered 2 more parts (How many major parts in an LCD?) One of those parts came on 3/1/08. Called Best Buy but they said we had to wait for the 2nd part to come to schedule another tech visit.
We said we did not want to wait any longer and just wanted the set replaced. They said they could not and that we just needed to wait until 3/16/08 at the latest. On 3/16/08, missing part is still back ordered. Called Best Buy, they will not replace the set because the technician who can authorize the replacement does not work on Sundays. We took the TV back to the store where it was purchased. Same story. It's beyond their control. 3/17/08, 9am Best Buy calls to say the missing part will definitely arrive on Friday, 3/21 and that a tech visit is scheduled for 3/22. 3/17/08, 4pm, I call Best Buy to get a summary of this saga, but first I am told that the missing part will be SHIPPED on Friday and we must WAIT until the part arrives before we can schedule a Tech visit. Tech visit for 3/22/08 is cancelled. During this ordeal, the technician has suggested that we contact the manufacturer and request a replacement. When I ask the store about this, they say that it is within my rights, but contacting the manufacturer will make my 4 year PSP warranty 'null and void'. STILL NO TV.
Mom and dad who have limited mobility do not have a TV for 63 days and counting.
Joseph of Summitville NY (03/11/08)
The in-home service contract with Best Buy on a 52 projection TV and the customer service stinks.
It has been 3 weeks without a working TV. The 2nd used part has been sent to try to fix the TV, and now they have switched technicians. They can't offer me a time when he will arrive to do the repair. My wife and I have both lost work and may be in jeopardy of a job loss should we be late again. I need help. Thank you.
Rick of Philadelphia PA (02/24/08)
It started first when my 32 Inch Sony Trinitron started showing green on the screen. I bought the TV DEC 15 of 05' with a 4 year extended warranty. I called the useless 1800 best buy number to get the TV serviced. First appointment. when I got to talk to someone, had a two week wait. The Tech never showed, this was Jan 12, 08. A week and a half later he comes out and orders a picture tube which is supposed to be delivered to my house within 5-7 days. The warehouse is 60 miles from my house. After waiting two weeks, then another week and another ..an so on, finally on February 22 someone shows up with the picture tube. The tech installs it, turns on the TV, and the picture is even worse.
OK, I'm told within yet another week someone else will come out and fine tune the television as this Guy obviously knows little about his job. Here comes the good part: after about 2 hours of working on the TV he decides to put the back panel on and tips the TV (150Plus LBS) forward to replace screws. The TV falls forward onto my Dining room table. It crushes it, takes out a Tape deck, my child's school pictures , and ruins the TV set and several other little things. He turns and smiles at me and says, "Looks like your getting a new TV." It's still not over yet. He tells me just call 1800 bestbuy and they will take care of everything. Oh yea they took care of me - with the same rudeness they treated me with the month and a half I called to get the guy out to my house in the first place. They had the nerve to tell me, "DUE to conflicting stories they will not replace my television" ..let alone the other items destroyed.
I wanted to talk to a District or Regional manager but neither were there. Corporate (1800BestBuy) nor the store manager would give me any contact information. They called me a liar, saying I had the TV on a cracked table. The table the tech put the TV on was part of a 5 thousand dollar dining room set, solid wood, but take a 150 lb plus of dead weight and drop it in the center of this table and it's gonna break. I happenedd to have his cell phone number on hand from him calling every week pushing his appointment further and it was also on the huge box that the new Picture tube was in (that I had to help carry in the house and he left the old stuff behind).
This is a giant mess. No matter who I called or spoke to in person, not a single person said they would take care of this problem. One more thing. The service tech told me when I called him He didn't tell his manager I put the TV on a cracked Table, he told me that is how BestBuy works. They will try every way not to pay for there mistakes. I recalled him telling me I would get a new TV and he didn't mention that I would have to pay for it. ALL in ALL I will never spend another cent of my money at BestBuy. They run the worst business I have ever dealt with in my life and treated me like a dog. Very Demeaning people talked to me. If you ever have to call don't bother asking for a supervisor. I called 20 times the same department got a different (supervisor) each time. I think they just laugh and hand the phone to the person next to them.
I've lost thousands of dollars in damage and loss of personal items.
Melissa of Glennmount NY (02/13/08)
I had a service call for my 52' in HDTV in July of 07. My TV wouldn't turn on; the service guy came to my house within a week, was in the house less than five minutes, wriggled a cord inside the TV, and he got the TV to work. Glad it was still under warranty because I didn't want to have to kick out $150 for 5 minutes of work (so called work). TV worked fine until the first week of January 2008.
I placed a call early in January 2008 to have my 52" HDTV looked at once again. Called Best Buy, and the earliest they could come was January 25. So Jan. 25 comes and the service guy is in the house less than 10 minutes, and says that I need a new power cord for the TV. And the last guy should have put the order in when he came last time, instead of just wriggling the wire. Now this last service guy said he would put in the order for the new part. Here it is February 13th and still no TV. The part has been on back order since the 28th of January. And Best Buy has yet to even try to make a customer happy, and now its going on two months with no TV. I couldn't enjoy the Super Bowl. Now instead of referring people to Best Buy, I send them away.
Patrice of Charlotte NC (02/12/08)
November, 2007, I purchased a 60' Sony projection flat screen television. The television work well for a month. In December 2007 I hooked the Sony home theatre system to this television, and the problems have begun. First, Best Buy's service department attempted to talk me through the problem. When that didn't work, they told me it sounded like a cable company problem. I called the cable company, and their technician discovered that the other inputs weren't operable. By now it's the 1st week of January 2008. I notified Best Buy, and they sent their technician out who verified that was the problem. He stated he needed to order an A Board. Two weeks later the technician returned and replaced the A board. That didn't work. The technician said the B Board needed to be changed as well. Two weeks later he came out to replace the B board. That didn't work either. Now he is stating the A board must be defective and needs to be changed again.
At this point I'm upset and questioning why are we doing so much to fix a NEW television. I spoke to a supervisor and requested a new television. I was told NO. I was then informed that Best Buy had to deem the television unrepairable. My complaint and questions seem to anger the people I spoke to. At this point no remedy has been rendered. The television picture is fuzzy. I'm so disappointed in Best Buy. I have been a long time customer and can easily say that every electronic item in my home came from Best Buy with an additional service warranty. This is the first time I ever had to use their service warranty, and it saddens me to know that the security I had felt wasn't real.
Jan of Galveston TX (02/12/08)
I purchased a $4,000 Samsung television at Best Buy and paid for the extended warranty. In August, 2007, the television was not working properly. Two servicemen arrived and told me they couldn't find anything wrong with it and said maybe it was the cable box. The problem persisted and got progressively worse, and in January, 2008, I finally called again. A different serviceman called before coming out on January 30, asked what the TV was doing, and said he didn't need to come out because he knew exactly what was wrong with it, and he had to order a part, which would arrive in approximately three days. I received a telephone call on Feb. 2 that the part had arrived, and we scheduled for it to be installed on February 7. In the meantime, my television stopped working completely.
On February 6, I received a call that the technician had an emergency, and the service call would have to be re-scheduled to February 12, 2008 (today). Today I called Best Buy Service because I had not heard from the technician, and I am informed that I have to be rescheduled. The next available service appointment is February 29th! I paid $431.25 for this service contract, and my television has not worked properly for over six (6) months, and is out completely now. This is not acceptable, and I am furious.
I have paid for a service that is not provided.
Peter of Oldsmar FL (02/05/08)
I purchased a 56 Toshiba almost 3 years ago. I had also purchased their extended warranty. On December 14th 2007 I called Best Buy about a problem with the picture. They had the TV picked up on the 20th by A.T.S. They told me that it would be no longer that 2 weeks. After 2 weeks I called this company at which time they informed me that Best Buy still had not yet sent them the authorization for the repair.The company said that I would have to call Best Buy myself to get the ball rolling. 3 weeks later they returned my TV, but the problem was not fixed.
The company replaced the screen and did not even bother to inspect the picture before sending it back. I had to call Best Buy and get another authorization # for this company to try and fix it a second time. Best Buy sent one of their technicians out to inspect the TV. Their inspector said that it was the tubes that were going bad and could be repaired on site and not be removed from my house, but he could not replace them because the company that originally tried to fix it would have to do the repair. A.T.S. refuses to fix the TV on site and said that if it was the tubes that were going bad it would take at least 1 month to repair. I called Best Buys Corporate headquarters and informed them that I did not want these people try to repair my TV again, they told me that they did not care about who I thought should fix it, their policy is their policy. This statement comes from the highest person. I will never purchase anything from this company that does not care 1 bit about its customers.
Steve of Moseley VA (02/05/08)
I brought a 30 Samsung widescreen TV on 02/04/08 from best buy; seemed like a good deal at the time. Got it home and opened the box. I noticed the styrofoam was cracked. My son helped me lift out of the box that's when we noticed the top of the TV was cracked. We take the TV back with the receipt. We told the manager that the TV must have been dropped prior to our purchase. The manager examined the box, which had been cut at the seams to get the TV out of the box. She determined that I dropped the box and therefore would not exchange or give a refund.
I called their customer service line to complain, which in turn called Ms. Black the store manager. They stated there was nothing they could do as the store manager states you damaged the TV. They suggested I call the manufacturer. Samsung representative was bewildered as to why they would not take it back. He stated that most store will take back such items and return to the manufacturer who would replace that item. This is an outrage. I feel that this company should be forced to change their policy or shut it's doors. To have a policy as strict as theirs, every box should be opened and product examined before leaving the store. I asked for the district manager's name and phone number and the store refused to give me this information.
We don't have money to throw away, we spent $367.49 on a broken TV.
Bob of Bonney Lake WA (02/02/08)
I bought a JVC hdila TV in May of 2005 from my local Best Buy, and a service contract to go along with it. In August of 2005 my TV stopped working. I called Best Buy to have someone come out and check the TV; they replaced the lamp and ballast. In January of 2006 the lamp went out again. I called JVC, and they sent out a replacement lamp; I installed the lamp. Everything was fine until July of 2007. Best Buy came out and replaced the lamp again and did not find any other problem. I just had the lamp replaced yesterday 2/1/2007, and the service tech once again did not find anything wrong except the lamp. I found this to be unacceptable considering according to JVC, the lamp life should be between 4,000 and 6,000 hrs. He told me as far as he could tell it might have had 2800 hrs. on it. JVC says there must be something wrong with the TV to be burning lamps out this often with so few hrs. on it.
Josh at our local Best Buy said the life of the lamp is more like 3,000 hrs., and if their tech did not find anything wrong with it then it would be up to JVC to pay for a certified JVC tech to diagnose my TV. Why did I pay for a service contract if Best Buy can't seem to find anything? It sounds to me like they are parts changers waiting for my service plan to run out. They did not want to contact JVC over my problem. I was told to contact JVC because they see no problem with the lamp lasting so few hours.
Jamie of Pomona CA (01/15/08)
I had purchased a 37 flat screen for a total price of $981.99. The sales girl had mentioned for me to apply for Best Buy credit card with deferred interest 'til 2009. She advised me to go to customer service and inform them of my intentions, so I did and expressed in great detail I wanted the deferred interest, which he replied no problem. It didn't take long and I had been approved for $5000.00. I said "Great", and again he reassured me it would be deferred interest. I was given Best Buy Mastercard. I phoned and spoke to Trista at which time she informed me she had spoken to her supervisor; the reason I was given Mastercard is because I was not approved for the regular Best Buy card, and there was nothing that can be done. Is there anything that can be done?
Financially, the added interest on this purchase will add burden to my finances.
Andrew of North Bay Village FL (01/13/08)
I purchased a Mitsubishi WD-57731 DLP Television. I have had the TV for 1.5 years, and the ballast has gone bad. Best Buy came out to look at the television and said they had ordered the parts and would be in the following week. I called Best Buy PSP coverage phone number. They told me the parts were on backorder, and the expected delivery of the parts is Feb. 8th. That is 1 month after they said they would have the parts.
They also said they don't know that the date they have given the men--Feb. 8th--is accurate, and it may take more time. I asked to be connected to the corporate office to file a complaint, and they said they were going to transfer me but hung up. The PSP is definitely not worth the effort.
Robert of Phildelphia PA (01/05/08)
I bought a Phillips 37 Flat Screen LCD television at the end of August 07 and noticed after less than 2 months, that there was discoloration blotches when the picture went to black. I contacted Best Buy customer services and they scheduled a technician to examine the situation. The technician spent less that 5 minutes with he unit. he did not even log the serial number and provided me no paperwork documenting that he had examined the unit. After several weeks, I had heard no word from Best Buy.
I called to get an update on the status and was told that there was no record of a technician looking at the unit; a new service call would have to be scheduled. A new date for a service visit was scheduled and I had to take another day out of my schedule to accommodate this second visit. The technician never showed up, only to call saying he understood the situation and would be contacting me shortly with additional information. After receiving one phone message from Best Buy Parts department, I was informed my part was on backorder and would be arriving on December 26, 2007. This date came and went.
In the interim I have many numerous calls to Best Buy to try to bring this issue to a resolution was subsequently informed, after being transfered to several departments that the technician would need to make a THIRD visit to verify a part number which he stated was required by Phillips in order to fill the service order to replace the LCD panel. The technician again never showed up.
Steven of Virginia Beach VA (01/02/08)
I have had my TV worked on for some time by Best Buy, and I had not received any info on the class action lawsuit. I still have the TV, and it went out again. Now, the fourth time, Best Buy just wants to fix it and call it a day(again). I don't want to have to worry about this TV again: a $2500.00 paperweight.
Ileana of Port St Lucie FL (12/27/07)
October 20th I called Best Buy to fix a yellow spot in middle of 52 inch Zenith LCD. October 23rd Electronic Laboratory came to home and said the part needed to be ordered. November 16th they come with wrong part. Electronic Lab put the TV against wall, and it slid down and hit tile; and afterward there were black spots on TV, but Electronic Lab denies that TV hit floor, and said that black splotches on TV was caused by part that is needed. So I waited for part to no avail. I contacted an attorney who wrote to the companies involved on December 17, 2007.
On December 21st Best Buy said that I was approved for replacement of my television because Zenith is out of business, and that part is no longer available. Today is December 28th, and I called to get conformation number to get replacement on TV and I was told that since Best Buy ordered the part, that order needs to be canceled before a conformation number can be issued. I cannot understand why they would approve a replacement but not issue a conformation number to replace the TV? I cannot understand having to cancel an order for a part that is no longer available? I think they are just trying to jerk me around.
I paid for a television that is now broken with no possible way to fix it. I had to hire an attorney to try to get TV repaired or replaced. I am having my guts eaten out over a stupid television from a company that does not give very good customer service. Every time I call, I am told that I should have a conformation number within 2 days. Now, today I am told that it'll be 2 days for them to cancel order for a part that does not exist. I just don't understand why I cannot get these people to get their stuff together and make a customer happy.
Ken of Tarpon Springs FL (12/27/07)
I purchased Plasma TV, 42. Upon opening, the screen was badly cracked. Best Buy refused to exchange it, and said it was my fault. I took the unit home in a pick-up and rode with it. It was a smooth ride. Very carefully I brought in the house. I can't imagine this TV breaking from anything I did, but Best Buy would not budge. Repairs would cost more than the unit costs. I wrote a letter to the CEO because no one else would hardly listen. I doubt I will ever hear from them.
My kids actually pooled their money to pay about $1,200. for this unit. It's worthless at this point. The only option Best Buy offered is to sell us another one at a discount price.
Chris of Holton KS (12/27/07)
On December 24 my wife and I purchased a 32 HDTV. After opening it on Christmas Day and setting it up per manufacturer instructions, we found that there was no picture. On December 26 it was returned to the Best Buy Store only to be told that we must have damaged it because the screen was cracked. This was never damaged in any way by us either in transporting or setting it up. Basically we were called liars by the store employees, and were refused a refund or exchange. Our only recourse has been to dispute the charge with the credit card company and contact the Kansas Attorney General.
Total cost was just under $900.00 which we are out, not to mention the mental anguish this has caused.
Robert of Bethel Island, CA (12/25/07)
In Dec. 2004 we purchased a 44 HD Zenith TV (Model #E44W46 LCD, serial #0088852522). In mid 2006 we replaced the projection bulb at a cost of $450.00. Shortly after the screen developed a blue shadow. Today (12/25/07) that shadow is a yellow-green screen with a 4" shadow down the right side of the screen. We have never paid more and received less for our TV viewing dollar. Zenith won't respond to our requests, and the Best Buy store manager told me it is not their problem. I responded to him that we purchased the unit from Best Buy (reputation) not Zenith.
We paid $2,000.00 for this new age TV, and the quality is awful. I will not return to Best Buy.
Kelly of Las Vegas NV (12/22/07)
We spent $3,800.00 on 11/11/07 on a television and calibration. Two appointments were scheduled for the television to be calibrated; both times we spent our entire day waiting on them. They were supposed to be here between 12 and 5 pm. The 2nd appointment we received a call saying that they were overbooked and could not make it until 8:30 pm; this was unacceptable as we had already been waiting since noon and had plans that evening. We were told we could reschedule a third time. This appointment was made over three weeks ago, and they told US the time and date so how could it be overbooked unless they made the error? They have had my money for over a month and a half, and I still do not have what I paid for. When I call to talk to someone at that store the phone rings and rings, then hangs up on me.
We have had to spend two afternoons not being able to leave the house because they said they were coming-- only for them to change the time at the very last minute. Best buy does not care about their customers; they just want the money.
Tolga of Arlington VA (12/18/07)
I have purchased a Sharp 46 inch 1080 p LCD TV from Best Buy. When I purchased the TV, Best Buy had 3 units in stock which the sales man showed me on his computer. He also told me that the unit will be delivered on the 9th of Dec.; the night before they called me from the warehouse and told me that they don't have this unit available. The next possible available date is 27 Dec. on first-come, first-serve basis, so I may or I may not get a TV.
So now I am trying to cancel my order. I called the 1888 number, have been on hold for 3 hours, and the lady told me that I need to go into the store. I then went to the store and waited in the line, and when my turn came I told the lady that I wanted to cancel my order. She asked me to wait and called another customer in front of me. Then when she got done with her, she told me that she can't cancel the order because her system was down. Now today I am on hold again with the 1888 number, and GOD only knows what's going to happen.
Norman of Murrieta CA (11/10/07)
I purchased 2 Samsung televisions in March of 2006. One is a 42 the other is a 50 Both have been giving me problems since I purchased them. the 42 has been the most problematical and the current problem. On August 25, 2007 I called to report a problem. I have had the same problem twice before. Each time it took the technician more than a week or two to come out to repair the set. I waited probably 3 weeks this time. When he called, he asked me if I was having the same problem. When I said yes, he said that it was a waste of his time to come out again, that he would order a part. I insisted that he come out. He did and said that he would order the part.
I waited for another month before I started making phone calls to Best Buy service cepartment. I was lied to. I was promised that they would determine if the tv should be replaced. I was told that was why the part was never ordered. The part magically arrived yesterday If this is confusing, just try dealing with Best Buy yourself and you will understand.
Domenic of Niagara Falls OTHER (07/04/07)
Two weeks after purchasing the set the ballast went on the set. I had to wait two weeks for a replacement. At that time, I was told to purchase an extended warranty ($500) because parts like the bulb is expensive but is to last 10,000 Hrs. I paid $4000. for the set at that time 2004. Two years later the bulb did go when I called the service guy he tells me the bulb is not covered buy the extended warranty. I paid $475. for a new bulb.
Tiffany of Albuquerque NM (04/22/07)
I purchased a 37-inch Insignia TV and 2 days after the one year anniversary it went dead. No picture sound or anything. I watch TV probably 1-2 hours a day. Many calls to get help and guidance for this worthless TV and nothing. They said that since it was out of it's warranty they would do nothing. I could either take it to a shop or throw it out. It was out of there hands. A $1600 dollar TV should not go out just like that. I will never spend another dollar in their store again.
Sandra of Chestertown MD (04/10/07)
I have a 50 HP plasma TV less than 1 year old, it stopped working completely 3 weeks ago. I was given a name of Advanced Video in Baltimore for repair. I have not yet received a phone call from this company and they will not return my phone calls. I called the customer service number at least 12 times and have been left on hold for long periods of time. Finally on April 6 they said they would get me a name for a new service company, they did not get me this name until April 9 after I called Best Buys Corp. office. Today is the 10th and I still have not heard from a service person.
Gina of Mandan ND (03/12/06)
I have been looking to buy an HDTV 42 inches or bigger, plasma. I found one today in their sales flyer, it was a Samsung 42 inch plasma, on sale for 2999.00. Since I am a rewards card member I received a special 12% off discount for this weekend only. I thought okay, that is a pretty good deal. However once I was reviewing the paper, I noticed that Sears has the exact same tv on sale for 2299.00.
Therefore, I called Best Buy and asked if I could price match with Sears and use my rewards card discount. I spoke with a lady named Hillary and was told yes, then she also asked another lady named Jess, who said yes also, but only if Sears had the television in stock. I said okay and then called Sears to see if they had it in stock, they said they had one left. I am sick, I have the flu but I thought this is too good of a deal to pass up. So I called Best Buy back and spoke to a gentleman named Jordan. I told Jordan that they have one left at Sears and I have my rewards card membership discount card.
He said I could use them both, I said "Are you sure" and he then said Yes.
Therefore I got out of bed and drove 10 miles to Best Buy. I give the flyers to the salesman and he says sure, and then calls for Keith M, who is the manager in Electronics to finish the price match. Keith says "Absoloutely not". I said "Why not??", he said "Because I wouldn't be making any money on it if I gave it to you at that price, I can't even buy it at that price"
I told him, that isn't the point, I was told by three different members of your sales team today that you would honor both. He said they were wrong. I continued saying "But that is not my fault, I got out of bed, and drove down here" I called twice just to make sure... He said "I am not giving it to you at that price and that's final." I said, you don't stand behind what your employees tell your consumers, and he said not when they are wrong. I was then so angry and asked to speak to the manager, I was told General Manager was out but I could speak to another one. I said fine. So up walks Jason, whom tells me right away that whatever Keith says goes, he says thats crazy to even think you could price match plus get the sale price!
I can't believe it, they act like I am nuts! I then just leave. I did ask for the customer service number I could contact with my complaint and they told me it was pointless, and turned around and just walked away. What poor customer service! I bet I spent 5000 bucks there just last year. I am getting ready to build a house and was going to drop another 10000 there probably but after this no way, and I will tell everyone I know to not go there and how they acted and what level of customer service they give.
Grace of Bakersfield CA (03/09/06)
I bought a Sony T.V. July 8,2005. I had to have it repaired 3 days later. Again in Nov, 2005 and again in Jan 2006. The last time they refused to repair it, they said it need replaced. At time of purchase I bought Best Buy performance plan for 4 years. I have repeatly asked them to replace the T.V. and they say no. They give many reasons varing from day to day including they say it is Sony's problem contact them.When I contact Sony they send me back to Best Buy because of the performance plan.I just want them to replace the T.V. I gave 2,250. for this T.V.
Allen of Las Vegas (2/10/05):
I purchased an LCD flat screen television and GPS device last November from Best Buy and also purchased the extended warranties for both. When I got home with the merchandise, I found the GPS device wasn't working properly. When I called Best Buy I asked them if they could fix it and informed them that I had purchased the extended warranty. They told me that because it was within the 30 days of purchase, I could just exchange it for another one.
I went to the store and they didn't have another one in stock. When I asked if they could order another one or fix this one (because I had the extended warranty) they replied I could pick a floor model up from a store nearby. I told him that I didn't want a floor model. I purchased a new one at full price so I either want a new one or fix this one with the extended warranty that I paid so much for. I was then told that I could exchange it for a different model.
Just wanting a working GPS, I looked over the ones they had but didn't want any of them. I ended up going home without exchanging it. I then called their 1-800 number and selected the option to start a claim for their extended warranty and I found myself listening to endless loops of menus. The automated voice listed specific items that I might be calling about, and telling me to press the corresponding number to speak with a representative. A GPS Device was never listed and nothing that GPS would be a part of was listed either.
By this point I was extremely angry. The next day I called the Best Buy I purchased the merchandise from trying to talk to anybody who could help me. The anger could be detected in my voice. After the employee lectured me on how I shouldn't be angry at him because he isn't the problem he finally put me through to probably the only person working for Best Buy who was willing to help. After telling him the story he said if I wanted to exchange it for something else he would match up to $100 for me to upgrade to a better unit.
I then went back to the store and found something I would like to upgrade to, and they were out of stock. But they said I could go to a store nearby and get the same deal. I went to this store and was promptly and rudely told by the general manager that all he would do is refund the money for the GPS unit. At this I got angry and said "No you will be refunding my money for all my purchases" (which was over $2500.) This all happened within 30 days of my original purchase. Soon after the purchase (which I made on my best buy card), I had made a $700 payment. Before I returned everything I made sure that I would get a full refund and was told yes.
Soon after, I called to find out when I would get my refund check, and they said soon. This was the end of December. On the 22nd of January I called to find out about it and they said I should have received it and that they would stop payment on the check and would investigate it. She then informed me that it could be as long as 30 more days before I get a check. Today, February 10th, I called to find out the status, and they said that the request for an investigation had been denied because it was within the 30 days of the check being issued.
The woman I talked to then asked me if I wanted to start the investigation and informed me that it could take up to 30 days. When I asked why the investigation wasn’t automatically reconsidered after the 30 day period after the check was issued, I was told that it’s not their policy to do that. I am very angry at Best Buy and will never shop there again. Worst of all I feel powerless in getting money owed to me by them.
Todd of Clementon NJ writes (10/30/02):
I purchased a RCA HDTV ($2999) in April 2001 along with Best Buy's performance service plan ($800). In June 2002 the TV failed. I called the service number (800)332-4800, they sent a repairman out and he fixed the TV. On September 12, 2002 the TV failed again with the same problem. I called the service number again an they sent another repairman (different company from the first) who picked the TV up and took it to their repair shop.
As of 10/29/2002 the TV has not been returned to me. I started out after the first week contacting the service shop they sent out directly and they gave me know answers as to what was wrong with it or when it would be repaired. I then started contacting the service center (800)332-4800. Each service rep followed the same script, they called the service shop that had the TV and were told each time the tech who was working on the TV was not there, when he came in they would have him call. I never received a phone call back.
On September 30th I had enough and asked to speak with a supervisor at the service center, they put me on the phone with Debbie. Debbie told me she would contact the repair shop and call me back. Again I received no return call. On October 15th I called again to see what the problem was with the TV, and was given the same story as before, I asked to speak again with a supervisor, I asked for Debbie but no one knew who Debbie was, instead of a supervisor they transferred me to Best Buy consumer relations and I spoke to Mark. Mark said that he would put an investigation on this matter that would take 3-5 days and someone would contact us.
On 10/21/2002 after receiving no call back, I contacted Best Buy Consumer relations to find out, again, what was going on, I spoke to Kathy this time and she told me that the investigations take 7-10 business days. On 10/22/2002 I received my call back from Debbie, 22 days late, saying she contacted the repair shop and they told her that they were having trouble with RCA technical support and she would put through for a replacement because of the length of time that has elapsed, she ended the message stating she would contact us in 2 days.
On 10/23/2002, Debbie called and left a message that she was going to give the repair shop another week because they were waiting for a part. Not satisfied with this I called the service center, they told me the buyout request was denied and that I would be getting a phone call on 11/1. I asked the CSR what was their policy on excessive repair time, they told me 30-45 days. I told her we were well past these days and that the November 1st is the 56th day since they took my TV. They past me on to Mayfus who was no help, Mayfus transferred me to Consumer relations and I talked to Russ. Russ said he would escalate this to his buyout rep and call me back.
I received a call back from Rexy who said there was nothing they could do, she suggested I call the service center. I proceeded to call the Best Buy corporate HQ. They put me through to Rick (952)238-3536. Rick told me that he would put this through to the escalations department and that they would call me back in a day, 10/28/2002. I received no call back. I left Rick a voicemail on 10/28 and 10/29. I called the corporate offices again on 10/29/02 and was put in touch with Dave, Service mgr?, Dave said he would check and call us back. Dave never called back. We called Dave again, left a voicemail for him. He left us a message late on 10/29 stating that the escalations dept were pushing to get this resolved for today, 10/30 and would call us. Once again no return phone call.
Ronald of Curtiss WI (9/9/02):
We purchased a 32" color RCA tv on 3-18-02 and 4 year service plan at the same time. The tv has since shorted out. We called Best Buy and they refered us to Mark's Service Pro in Spencer, Wi, who came out and determined the tv needed a part. Today we received a call from Mark's Service Pro saying that RCA would not allow them to repair the tv and we needed to call Besy Buy back. We just did thay and now it seems they are having trouble finding someone who will come out to service the tv.
They tell us it will take about 5 working days to find someone to come out here and call us when they find someone willing to come. What in heavens name did we pay $100 for a service plan for, only to get a run around? We are sitting here watching a 13" spare tv and getting more and more upset about the way this is being handled. I can promise you that we will not be dealing with Best Buy ever again AFTER this issue is resolved. We paid for the service to avoid this sort of problem.
|
July 4 2008
|
FREE CONSUMER NEWSLETTERS
The Daily Consumer
Afternoons M-F
Sign up now!
Consumer News & Alerts
Every Sunday
Sign up now!
Knowledge is free.
Knowledge is power.
|
|
|
• 
