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Best Buy Extended Warranties

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Ed of Mesa AZ (07/01/08)
On 3 June 2008 I submitted a trouble call to Best Buy to correct a problem with my Mitsubishi,52 DLP Television. This TV was purchased on 4/15/05 with a 4 year extended warranty. I was contacted by Precision TV shortly thereafter and asked to describe my problem. The person on the telephone said that the required parts would be ordered and an appointment would be made when the parts arrived. An appointment to repair was made for 6/18/2008.

Upon arrival the technician said that the wrong parts had been ordered to repair my problem. He looked at my TV and said that the tv unit needs chassis replacement, rebuild only 5 to 6 week turnaround. I awaited a call from Best Buy and receiving no call I called the service center on 6/23/2008, 930 AM Pacific time. I talked to Kurt. He researched my problem and said that the center was waiting for information from Precision Electronics. While I held Precision TV was contacted. I was told that Precision TV had decided that they could not repair the television. While I held other people at Best Buy were contacted and I was told that I would receive a confirmation number in 3-5 days to replace my TV.

I recalled the Best Buy service center on 6/26/08 and was told that replacement center was waiting information from Precision TV and that I was still within the 3-5 day window allotted for the replacement process. On 6/30/08 I recalled the Best Buy service center and asked for the status on the decision on what to do about my situation. I was told that the problem had been forwarded to replacement and a decision would be forthcoming in 3-5 days based on a start day of 6/27/2008.

I asked to speak to a supervisor and was forwarded to Sherri who reiterated what her call center person had said. I stated that we now 27 days into the repair process and could she annotate my record with my complaint that the process was taking too long and my TV has not been fully functional for 27 days. On 7/30/2008 I received a call from April in the Best Buy Arizona Service Center. She said that a decision had been made to repair my TV and that I would be contacted by R & R Electronics who would do a service call. I asked April to note in my record that I have been waiting 27 days and the delay is unacceptable.

R & R Electronics arrived at my house on 7/30/2008 to evaluate my TV. They observed that the TV needed to be removed for repair and there would be a 14 working day (three calendar weeks) time required to repair the television, if the parts were available and if the repair is approved. I noted to the technicians, sent an e-mail to Best Buy and left a telephone message with a Best Buy manager (Barbara) that I was now facing 48 days to repair my television and that this is unacceptable.

Consequences: A $400.00 investment for an extended warranty is not accomplishing the objective of providing a functional television. My family and guests do not have access to HD TV via the device which I paid $2699.00 plus tax. A period of 48 days is projected for repair of my television, if parts are available and the repair is approved. I will have to continue to interrogate Best Buy for the status of my repair. This is required because of an apparent absence of a defined process to keep the consumer informed.

I have spent over 18 hours making calls, waiting for technicians and documenting the faulty repair process. I have e-mailed Best Buy and left messages with Best Buy management since 6/30/08 asking for a quicker resolution to my issue. I have received no response. Best Buy service personnel relied on a verbal description of the TV problem to decide to order parts (the wrong parts) and I waited 2 weeks for a technician visit which did not resolve my repair issue. Best Buy did not provide a decision in 3-5 days to replace or repair my television as promised causing another delay. Only when contacted on 30 June did Best Buy inform me that the 3-5 day decision window had been moved. Thank You

Russell of Sherwood Forest MD (06/28/08)
We purchased a Kitchen Aid Ceramic top range from Best Buy on 9/04/06. It was a floor model, marked down to $809.99 from $1,500.00, and came with a new unit warranty. The salesperson asked if we wanted the extended 5 year warranty, and I asked if it covered the ceramic top, as a friend had the same type of stove, and he had to pay $500+ to get his cracked top repaired by Sears. The sales person indicated, to my wife and I , that the top would be fully covered by the warranty.

About 3 months ago one of the control knobs broke off, and then a few weeks ago, I got up in the morning to fix breakfast, and found that the top had cracked. I had cooked dinner the night before, and when I cleaned up, including wiping the top off, there was no crack. I called Best Buy warranty service, and explained the problem, and they sent a serviceman out this morning. He inspected the top, made some calls, and told me that the top was not covered under the warranty. He indicated that the warranty does not cover any cracking of the tops. He went out to his truck to write and print out the service ticket. When he gave it to me, and I read ... Need new knob and switch broken off not covered, Customer Abuse.. I asked him how he came up with customer abuse, and he said that their policy is that anything that is not a manafacturing problem is customer abuse.

I had emailed Kitchen Aid, and they indicated that the top was covered against thermal cracking by their warranty for 5 years, but not the cost of installation. I do all of the cooking in our house, and we take good care of our appliances, and I am disgusted with Best Buy Warranty. I had a Nikon camera that had a problem with the battery not holding a charge, and after taking it in for service on the extended warranty, they told be it was due to sand being inside the camera, again customer abuse. The camera had never been near dirt or sand. The service guy is going to call Monday with the cost to repair our stove, but estimated that the cost could be between 600 to $700 dollars.

We purchased an $800 stove, that lasted less than 2 years, and now are not wanting to repair it, as the tops seem to have a tendency to crack, and the warranty won't cover it. We will go back to Standard burners, or gas.

Megan of Austin TX (06/25/08)
A year ago I bought a camera and then purchased the warranty that they offered with it. A warranty that I was told would cover almost all damage. After a year my screen cracked, and then the whole thing shut down, so I took it in to the guys at Best Buy.

I waited patiently in line and calmly explained my problem, only to have someone rudely snap back that I hadn't actually bought the RIGHT warranty for THIS kind of damage so there was absolutly nothing I could do except to buy a new camera.

Carole of Fresno CA (06/23/08)
I purchased an EMachine computer and the extended warranty and I was told that in place of home installation I could get free software, Office Student, so i opted for the software. When I got home, the receipt listed the software and warranty as charged on our bill, over 600 dollars. Also, within three months the computer stopped working. It was clean, well cared for, inside and out, but the power supply went out. It would not come on. The clerk even said it was clean inside and wrote on a sheet that he sent with the computer, it was clean.

Then when i inquired the next week, they suspected a motherboard damage. Two weeks later, I heard nothing. I inquired again, and they said that it was infested, which is one of their excuses for not honoring the warranty. The computer was clean, inside and out, like new, no bugs inside it. I told the clerk and he said i had to pay to get it back! I didn't.

They destroyed the computer because i wouldn't pay to get it back, when they lied to me about it. I had asked for a replacement instead of getting it back, and they didn't say anything. They sent a letter charging me for the computer to get it back. I lost 1800 dollars. Why are they still allowed to be in business? They should face criminal charges for fraud.

Tim of Crest Hill IL (06/20/08)
I had purchased a Optima projector EP716 on 4/28/06. I also purchased an Protection Service Plan which includes 1 replacement bulb. I turned the projector inon Sun. 6/8/08. The clerk at the desk asked for phone number and address, which seemed normal. I was also told that the unit should be back in about one week, which seemed to be a reasonable amount of time. I explained that I would like it by then, since it was my only TV. I called about a week later to see if it was ready. They said it was not.

The employee on the phone seemed puzzled, as he felt a week was about right for a light bulb change, but that the unit got flagged to not be ready until 7/7/08. That's when I saw that date on my service order, and I noticed that they didn't update the address or phone number. I have moved from there a year and a half ago, asked for my info, but did not update it. Told me a week, but set it up for a month. Talk about being lied to.

The guy on the phone said I should check in on mon. or tues, since it could come in by then. I waited till 6/19/08, about a week and a half after turning in my projector (my only TV), and I called in to see if it was ready. They said it was not, and it would not be in until 7/7/08. I can't believe it takes a whole month to change a light bulb.

I asked to speak to a supervisor, who of course was of no help, what-so-ever. I can't seem to find out much about my unit, and I have to call in to see if it ready, since now they didn't update my phone like they said they would, and will be calling the wrong number now to tell them the unit is ready. I hate being lied to.

I'm without any TV, until some tech at some warehouse figure out how to change a Light Bulb. Should have been only a week, but now looks like a month.

Naz of Las Vegas NV (06/08/08)
Toshiba P105-S9722/Core2 Laptop, Model: PSPA6U-03D019, sent in for shutting down for no reason, overheating. Result: Best Buy just cleaned laptop. 1/1/2008 sent in for shutting down for no reason, overheating. Result: Best Buy replaced power cable, DVD drive, laptop HD. 1/27/2008 sent in for shutting down for no reason, overheating. Result: Best Buy cleaned unit. 1/29/2008 sent in for shutting down for no reason, overheating. Result: Best Buy replaced HD for a 2nd time.

5/16/2008 sent in for shutting down for no reason, overheating. Result: Best Buy cleaned unit.  5/22/2008 sent in for shutting down for no reason, overheating. Result: Best Buy cleaned unit. 6/6/2008 sent in for shutting down for no reason, overheating. Result: Best Buy cannot find issue.

I called Toshiba and was told that there may be a problem with the CPU Heatsink. I cannot continue to be taking this laptop back and forth to Best Buy every month due to it overheating.

As a result of Best Buy not listening to me when I was told by Toshiba that there is a log that will tell you why the laptop is shutting down or overheating, I have spent 8 trips to Best Buy for the same problem. I have spent 30+ days without my laptop. The end result is that I have a laptop that in another month will start shutting down again and Best Buy cannot fix it. What good is a Best Buy PSP?

Stephen of Irvington NJ (06/05/08)
On 5/1/08 I visited Best Buy Chelsea NY to purchase a replacement a/c adapter cord for my laptop which had just broke earlier that day. I was informed while in the store that the order would be shipped to me the following week. After several inquiries, I was informed by your organization that the part was on backorder and that it should arrive around May 23rd . Since May 1st, I have been unable to use my laptop due to the fact that I am without a cord. The part did not arrive until 5/30 which was incorrect. I received only the A/C adapter and no cord. The invoice clearly states (see attached) that I ordered the A/C adapter with the cord. Unless I am truly mistaken, the only way that the laptop will work is once you have both the power supply as well as the cord. So I contacted company once again and inquired about the rest of my shipment, and which it wasnt until that moment that Best Buy chose to inform me that this piece was too on backorder. I feel that this is a horrible way to do business.

So now, I am being told once again that the cord is on backorder and that will not arrive until 6/23. How is it that I paid almost $400 for a service which is supposed to protect my equipment, yet Best Buy has failed to do such? I need this matter to be resolved ASAP as I have been greatly inconvenienced. It will be almost two months since my initial visit by the time the cord is scheduled to arrive. I am a President of a company who does over twenty million dollars in sales every year and travels all around the world, but due to Best Buy, I am doing it without a major lifeline, my laptop.

Unable to effectively do business since may 01 2008

Robert of Poughkeepsie NY (06/02/08)
We purchases a Sharp Aquos 42 inch TV from Best Buy on 12/19/06 with a 3 year extended warranty. In Feb 2008 a black line appeared down the middle of it. After 3 months and 3 service visits the repair tech said they'd have to replace the screen so he would order one. Three weeks later, Best Buy called and said they have authorized us to get a new TV because it would not be economical for them to replace the screen. However, they no longer carry that TV and told us we have to pick something else out even if its of lesser quality or a smaller TV. And no, we would not be refunded the difference.

We spoke to Edie in customer service at the store and expressed our disatisfaction. She advised us that she would issue a store credit along with the unused portion of the warranty but we would still have to purchase a different TV from Best Buy or from the website, where we would have to pay a $250.00 delivery charge. Edie said, well, that's the only way we could get the TV we wanted. But we told her there are no Aquos TVs in either place and that we did not want to put out any additional money (delivery charge)for a TV that we purchased a warranty on.

John Morrissete in the Corporate Office said unfortunately, that's the way the policy is and we would have to take what we could get even a TV of lesser value or wait and hope that they get something in stock that we like. We told him we did not want to pay $2000 for a $1400 TV and that this was totally unsatisfactory. He then told us that Edie could not do what she promised and he doesn't know why she told us that. We asked him for a refund so that we could purchase an Aquos somewhere else. He said there was no way they could give a refund again citing store policy but he offered a store credit (minus the warranty) which means we'll have over $2000.00 that we have to spend in a store that we want absolutely nothing to do with anymore.

Today is June 2, 2008. We have been trying to get this resolved since Feb. Now we can't have the TV we want and are at the mercy of Best Buy and their deceptive store policy, uncaring, robotic customer service and pushy, lying sales people. We spoke to over 10 people and got as many different responses. Mr Morrissette said that Best Buy determines what model is of comparable performance. We purchased this TV for the features and the way the housing was designed so as far as we're concerned, comparable performance covers more than one aspect of the TV. Their No Lemon Policy is ambiguous at best and really allows for Best Buy to gain a financial advantage.

We bought the extended warranty to insure that we would be able to get our TV repaired or replaced to our satisfaction, not the satisfaction of Best Buy. But now we see that the extended warranty that we paid for actually only benefits Best Buy. They can't lose with this plan, especially if we choose a TV of lesser value. We've bought from Best Buy in the past...computers, Ipods, CD's, phones and other things. We won't spend another dime there again. This is a nightmare. I hope someone can help us.

The only way we can get what we want is to order it through another company or store which we'll have to pay for out of our pockets again.

Susanna of Baltimore MD (06/02/08)
Purchased product replacement plan on Motorola Digital Expanable Telephone System. Model MD761. Base station and 4 supplemental handsets. Jerked around on a claim for failed unit. Unit would continuosly ring on inbound calls until call terminated even if another handset was used to respond to the call.

Placed claim for 1st failed handset in December 2007. Provided a claim number by Best Buy but was never able to receive an RMA and shipping directions. Followup calls advised by Best Buy that it would go to claim review. Nothing ever happened. Each call same response - it's going to claim review. Now its May 2008. There is only one reliable working handset out of the original four. Over $200 for the junk phones plus a $75 rip off product replacement plan. I'm not a happy camper. I now tell everyone to be very wary of any Best Buy's warranty or other promise - and definitely stay away from their product replacement plans - just rip offs.

Lee of Fort Wayne IN (05/28/08)
I purchased a I-pod nano in nov. of 2007 and bought the extended warranty, with the salesman telling me that with this warranty even if I droped the device as I left it was coverd. In may of 08 my girlfriend had the nano in her purse and the screen failed and Best Buy said that it was not a covered failure and that all they could do is refund the warranty at a pro-rated rate. I paid in nov.of 07 40.00 I got 22.50 which was not correct. I will no longer shop at said store.

Jackie of Reisterstown MD (05/13/08)
We purchased a plasma t.v back in 2005 from Best Buy. We also purchased an in home warranty for 4 years. In Dec.2007 we contacted Best Buy Service dept. to report that our t.v was freezing the picture periodically. They told us we had to use a company called Advance Video, INC in our area (Baltimore). Two weeks later a technician (Herman)from Advance Video came to our house to access the issue. He determined that the board on the plasma needed to be replaced and he would have to order it. This was around Dec.16-20. He said it would take 2 weeks.

2 MONTHS later and no returned phone calls from Advance Video about the status of our part or Best Buy. My husband contacted Best Buy several times to find out the status and each time Best Buy would reply that the Service Provider (Advance Video, INC.) has not contacted them and they thought the problem was resolved. How can the problem be resolved when nothing was done but an assessment. In the meantime , we contacted Advance Video, INC owner Victor who would have boughts of amnesia each time we called for a status and would blame Best Buy's fault for not giving an approval number. If nothing was ever ordered how can Best Buy give an approval number. Best Buy could not give me a direct contact to help me with this issue so each time we called we would have to re-explain the issue to ANOTHER Best Buy employee.

At the end of March, Herman (Advance Video, INC.) came with the part and replaced our board but by doing so he damaged our panel on our plasma. Now we have grey lines coming from one edge of the screen. Herman left immediately after he replaced the board and my husband called him on his cell within 5 minutes of his departure. He said that he would have to speak with Victor to order another board NOT A NEW PANEL. So we waited again for weeks and weeks for them to contact us and still nothing. Victor (the owner) was verbally abusive on the phone each time we contacted him and made it sound like all this was caused by us and took NO responsibility for his employee mistake. During this time we asked Best Buy for another service provider to which their answer was NO. Herman came out again to replace the board (my husband asked if we could have original one back, but mysteriously it disappeared) and it didn't correct the problem. Herman knew it was the panel but didn't want to admit that he damaged our television further. Herman called Victor from our home and stated the panel was busted and he felt that Best Buy needed to replace our television. This was the last we heard from Advance Video, INC.

My husband contacted Best Buy and John from BB stated our issue would go to Replacement Review and somebody would contact us. NO ONE from Best Buy EVER contacted us. We received a very incoherent phone message from Victor (Advance Video) on 5/10 which stated he was picking up our television to repair the panel. We had no idea that this was the next step. The last thing we knew from Best Buy and from Advance Video, INC was that are T.V would be replaced. We told him that we would not allow for his technician's to work on our television. I contacted Best Buy and was routed to Consumer Relations team and spoke with a Tim. Tim contacted the Service Supervisor Sue and she stated that the panel hasn't been ordered yet from Best Buy and she didn't know why Advance Video, INC would call us to take our television. So it appeared Victor once again was dealing with us in an illegal manner. Why did he want our t.v if the part was not in? They opened a case for our issue and said that it would go directly to a review panel. During this time it was discovered that we were denied replacement of our t.v from Best Buy, no one ever contacted us with the news so how would we have ever known the outcome? Sue stated that due to the time it has taken for this issue to be resolved and for the problems we have endured with Advance Video, Inc that more than likely we would just get a replacement.

On 5/12 we received a call from Best Buy service department stating that WE WILL NOT be getting a replacement t.v and since Advance Video, INC damaged our t.v, Best Buy HAS to have them correct the issue. This is what I don't understand. We paid for a warranty, Best Buy received their money, Best Buy is MAKING us use a company that is obviously incompetent and questionable of their business practice and if we do not use Advance Video, INC we void our warranty. How does this make any sense? Best Buy has us between a rock and a hard place. We are totally helpless in this matter and all due to Best Buy not willing to PAY for a mistake that one of their OUTSOURCED service providers caused. Best Buy keeps stating that since Advance Video, INC caused the damage they have already paid for the panel and we have no choice but to let the company that damaged our t.v 6 months ago to take it to their shop and correct the problem. Why would I trust a company that damaged my property go and do the repairs?

I should have the right to request another service provider from Best Buy without question but since they have recorded this whole ordeal, how is it that I the consumer is being victimized? Please help, I don't know where else to turn. We feel like we have no means of getting this rectified. Best Buy will not budge. They have stated that if we do not allow Advance Video, INC to take our t.v out of our house (even though the repair can be done in our home) then Best Buy will not provide us with another company to do the repairs and we basically will be stuck with a t.v that has a problem we didn't initially have.

Hours and hours of wasted time on the phone speaking with 2 dozen Best Buy employees. Loss of sleep due to the amount of money we just lost due to the panel damage of our t.v. If we do have to give up our t.v on 5/14 we will have no t.v for whatever time frame Advance Video, INC deems necessary (Victor cannot commit to a time frame).

Litha of Long Beach CA (05/09/08)
I called the warranty dept to tell them our tv's DVD player is not working. They had a tech come out within 4 - 5 days. After listening to me and without looking at the TV he said that he needed to order a part and I should call back when the part arrived at my home address. About a week later, the part arrived and I called. Another 4 - 5 days and the tech came out again. He took the TV apart THEN opened the box of the new part. He said humpf, this part is defective I have to order you another one. Then he proceeded to put the TV back together which he had trouble with and it took roughly an hour and a half for the entire visit.

Still the TV was not fixed. I called again on Monday to ask about time frames and expectations. I was told that the part would be shipped either Wed or THurs and to call back to make an appt at that time. I waited until Friday, placed the call only to find that the part will not ship until Saturday. I asked if it could be shipped overnight. No. I asked if I could make the appt now without having to call back Saturday. No. I asked how long would it be for the part to arrive. I don't know.

After 3 weeks our TV is still not working and I have no idea when a tech will be out again to fix it, if indeed we receive a new part that is not defective.

Patricia of Sterling VA (05/06/08)
We purchased a washing machine from Best Buy in Sterling, VA on March 3, 2007. We also purchased a five year service warranty for the machine. Beginning January 2008, we began to experience performance problems with the machine. We placed a service request with the store immediately. However we have had to schedule and re-schedule the service appointment numerous times through no fault of our own. Best Buy keeps blaming the manufactured approved service company, and the manufacturer says that it's Best Buys responsibility, while the approved service company refuses to come and fix the machine. Their excuses include; overbooked technician and waiting for parts, to name a few.

We have received 2 visits, the first technician said he needed to order parts, weeks went by and they said that they couldn't tell us how long it would be before they could come fix it, but that when the parts arrived they would then schedule an appointment. After many weeks a second technician came by just to say that he had one part but not the 2nd one. We have talked to several managers at all of these places, we have yet to hear from someone who will take responsibility and do what needs to be done. We have talked to Dawn, Josh & Jeff, all claiming to be managers but they cannot release their last name.

Everyone in this household has had to miss several hours of work because we are trying everything in our power to talk to someone who can further assist us with this matter. I've contacted a lawyer who sent a letter a week ago and gave best buy 10 days to contact us, but we have yet to hear from them. We also contacted the Better Business Bureau and Drew Schreiber responded with the following: Thank you for taking the time to contact the Best Buy corporate office through the Better Business Bureau concerning your washer repair. I was disappointed to read we did not meet your expectations when you contacted our In-Home Service Department. I apologize if the representatives you spoke with were unhelpful. In looking into this matter I contacted our In-Home Service Department and they advised me that the part was shipped and will be arriving to the service center on 4/25/08. Once received, the service center will contact you to schedule the part install. At this time you do not qualify for a replacement under the terms and conditions of the Performance Service Plan (PSP). The PSP states that you will need 3 completed qualified repairs with a 4th pending qualified repair. We will not be able to replace the washer. Still, I am sorry for any inconvenience this experience may have been for you. Thank you again for contacting Best Buy to share your concerns regarding your washer repair. Your feedback will help us build a better customer experience for all our customers. We appreciate your patronage and hope you will let us know of any future questions.

I called Mr. Schreiber, on 4/30/08 no one knew who he was and after 2 hours on the phone i was thrown in his voicemail, left a long message and he has not bottered calling back, however we did receive a call saying it would be fixed on 05/01/08, and we immediately called back to confirm, we don't want to miss another day for nothing, and after asking the representative if they had the part, they simply said, we need to cancel the appointment, we have not received the part.

Well it it now 05/05/2008, haven't heard back from Mr. Schreiber or anyone at best buy, talked to Tina Foley today at Consumer Relations today, same thing, i'll hear back from someone. After 5 months, multiple missed days at work, multiple trips to the laundremat, multiple hours on the phone with helpless people, supervisors, lawyer and multiple complaints through this site BBB and others, I have yet to find a way to have them do what they said they would when i purchased the extended warranty and that is simply fix it when it's broken. Simple.

Blake of Iowa City IA (05/01/08)
Bought Sony Digital camera at Best Buy on 3/2005 with 4 year warranty. Price 379.99(camera) 59.99 (warranty) Camera has chronic lens problem and does not close. First time serviced - lens repaired Second time serviced - lens repaired Third time serviced - refused service because they could not re-create the problem while at the store. Fourth time serviced - Lens was stuck so I brought it in. Would not repair lens because of wear and tear on camera, even though the lens was never repaired properly from the start.

Now Best Buy says remainder of warranty is voided. It also happens that the third time being serviced this device is supposed to be replaced under a no-lemon policy. This camera has a re-occurring chronic problem that has never been fixed from day one despite many attempts. That should be classified as a lemon regardless if the case has wear and tear.

Need replacement

Gaet of Guadalajara 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).

Brett of Wappingers Falls NY (04/28/08)
I bought a nikon coopix digital camera from Best Buy with the extended warranty. I had a problem with a button on the back of the cammera that is used to select from the menu and scroll through the pictures when you are viewing them. I brought the camera to Best Buy told them what was wrong and that the camera works great except for that button. They sent it out to their service center which of course went out of their way to find something wrong with the camera that would make it so it wasn't covered by the warranty. They emailed me pictures claiming they found sand dammage to the lense. The pictures they sent me were of the outside of the camera I recognized right away because the camera had gotten a mist of paint on it when I first bought it. So they didn't even take the camera apart to look at it. They use a scientific camera and zoom way in on the camera so when you see this picture even dust looks bad.

I argued with them telling them that the camera works fine and that all it needs is to have the button replaced. They told me that they wouldn't do any work on the camera if they found anything else wrong with the camera that wasn't covered that that would void my warranty. So I disputed this calling the store manager which said that said it was out of his hands. Once the service renders something unrepairable there is nothing he could do about it. I asked him if he could look at the pictures that were emailed to me. He took a look and agreed that it wasn't sand dammage and that it appeared that the camera hadn't been looked at. He made some calls and when he got back to me all of a sudden he didn't want anymore to do with it. I think maybe he got in trouble for trying to help me.

He gave me the corporate number for me to talk to the upper management. I spoke with them and they also agreed with me and when they looked into it suddenly they say Oh yea this is sand damage I've seen this before. So I told them to send the camera back asap fearing that they were going to do something to my camera to prove their point. I went to the store to pick it up when it came in I'm looking at it and this [person] grabs it out of my hand and tells me I have to sign first not excuse me sir could you sign this? I asked where my warranty was because they told me I had to send that in with the camera. Oh he says they keep that now I have no proof that I have a warranty.

I had to argue for a while to get a new copy because he was saying it didn't matter because the camera is no longer covered anyway. After all of this I got back home and called corporate management and asked if I had someone else look at the camera and find them wrong would it still be covered. They agreed but if anything else was wrong that wasn't covered that nothing would be covered. So I had enough of this and I called Nikon they told me to send it in. I sent it in and not only did they replace the button but they cleaned the paint off for me at no cost. I had my camera back in a week. Best Buy had it for a week and then contacted me to tell me that they couldn't fix it and took another week to get it back to me.

My advice to all that are reading this don't take your product to best buy go right to the manufacturer it is an extended manufacturers warranty and they will honor it. Better yet don't even give Best Buy the business.

Ginnie of Monrovia MD (03/10/08)
Best Buy claims that its Dell computers have 1-yr. warranty and support. Dell does not, in fact, provide support for computers purchased through Best Buy.

In order to return the laptop I purchased, based on a warranty that is fraudulent, I must pay a restocking fee of 15%.

Stacey of Ferndale WA (03/09/08)
I bought t an Ipod with extended warranty through Best Buy and was told it would be repaired or replaced no matter what. It was dropped and no longer works, and they will not fix or replace because they now say it only covers manufacture defects--which is not what we were told when purchasing it.

Valerie of La Mirada CA (03/01/08)
I have an extended warranty on my washing machine. Last Saturday a repairman from Best Buy came out to look at it and said he had to order a part. When the part arrived at the store, I made an appointment for today, 3/1/08, to have it installed. Last night I called to confirm my appointment and was told that I didn't have one. I told them I needed a Saturday appointment since I work during the week. I was told there were no Saturday appointments available. I spoke with a supervisor named Terry who rudely told me he didn't know if they could ever come out on a Saturday. I asked to speak to his supervisor, and he told me that I couldn't because it was a security breach. He REFUSED to give me the name or phone number of his supervisor, stating this nonsense about a security breach. I think he was only securing his own security because of his horrible attitude towards me.

He said he would have someone call me by 9:00 this morning to let me know if it was possible to come out on a Saturday, but of course I never received a call. This is very poor customer service. First I was told I had an appointment, and then there was no record of it, and then was told someone would call me and they never did. I am beginning to get the feeling they are trying to get out fixing my washing machine.

William of Abbeville LA (02/28/08)
I am filing a complain against Buy Best Warranty. The extended warranty had me to believe that it was the same as having a factory warranty. No where in their paper does it say that I would need an authorization number for my part to be ordered, that my the Company doing the repair for BestBuy, plus that it would take so long to have it fixed. It broke 2-13-08, called for warranty repairs 2-14-08, Inspected for repair 2-21-08. 2-28-08 still waiting for part. Spoke with best buy But they were no help.

This cost fuel at $3.00 a gal. Laundromat 10 miles away. Plus $2.00 a load to wash and we wash 12-15 loads a week. Warranty cost $129.00.

Michael of Olsburg, KS (02/21/08)
Less than a year ago I purchased a Gateway laptop computer and last week it quit working. My roommate took it to Best Buy for repairs and after they had it for a couple of days they said that the hard drive was bad and that it would be repaired under warranty for free.

Last night I had a message to call the repair place Best Buy sent my computer to, they said that I would have to pay a minimum of $259 to have everything transferred from my old hard drive to the new one. I told them that I wasn't going to do that and asked them to mail me back my old hard drive and I would pay shipping and handling, which they refused to do. They said that they were going to destroy the hard drive if I wasn't going to pay the $259.

First question I have is why wasn't this cost told to me up front? Second question is why won't they send me my old hard drive and are they going to be responsible for any identity theft that may occur from someone on their end getting personal info from my hard drive.

Maria of Miami Lakes FL (02/19/08)
Twice Best Buy has denied honoring extended warranties purchased for a camcorder and a Nintendo ds lite. The representative accused us of intentionally breaking the camcorder two weeks after purchase. The Nintendo ds lite has a broken hinge. This is a common problem with this product. Nintendo has an 800 line dedicated to this type of problem. We own two ds lites and both experienced the same problem. The first one was covered under Nintendo manufacturer warranty. The second unfortunately broke after the manufacture warranty. Best Buy declined to honor the extended warranty. Hopefully this and other complaints will slowly bring this business to an end.

Linda of Suffern NY (02/18/08)
On 4/28/04 my mother-in-law bought me a Sony digital camera with the 4-year performance Service Plan from Best Buy. Four months afterwards I started having problems with the camera. The camera was no longer taking clear pictures. In the months ahead I tried everything from changing the settings, to purchasing a new battery. It continued to take blurry pictures. On 9/23/05 I called Best Buy, explained the problem and mentioned I had this 4-year Performance Plan. They told me I had to send the camera to their repair company. On 9/24/05 I sent the camera to Precision Camera Repair, Inc. 3 Anngina Drive, Enfield, CT 06082. On 10/3/05 the camera is sent back to me with a note stating: We are very sorry, but we cannot repair this camera due to corrosion damage (main Board). We have determined the camera is beyond repair.

Upset and disappointed, I planned to go to Best Buy and see about the replacement. In the days following there is an article in the newspaper that Sony was recalling many of their cameras; my camera was one of them listed. I called the number listed and arranged for the camera to be shipped out for the recall to be fixed. On 10/31/05 my camera is sent back to me from the Sony Laredo Repair Center stating that the mounted C Board, System I203 , and Micorphone G125 was repaired. I was thrilled that my camera was supposedly fixed.

During the year ahead the camera sometimes worked, but for the most part only took blurry pictures. I gave up, but everyone told me that I should go back to Best Buy and have them replace. After all, the camera was already considered unrepairable. On 12/15/07 I went to Best Buy in West Nyack, N.Y., and the Geek Squad Dept. explained to me that it didn't matter that the camera was unrepairable; I had to send it back to their repair center four times before they would replace. So I had the man send it out. On 1/11/2008 Best Buy states that they replaced the Optic Lens and that the camera is fixed. They don't let me take the camera without signing the document that states they in fact fixed the camera. I take the camera home, and it continues to take blurry pictures. On 2/15/08 I go to Best Buy in Paramus, N.J. and have them return the camera again to their repair center. I am now waiting for my camera.The problem is that although an authorized repair center has already declared the camera to be unrepairable, the store continues to claim that they are fixing the problem. My warranty is up on 4/28/08. I WANT the camera replaced, because it is obvious that this camera cannot be repaired. HELP! I feel that this four-year plan that Best Buy offers is a scam, and I'd like this camera replaced.

Maurice of Manchester NH (01/29/08)
Back in May I called Best Buy and talked to someone about starting a claim on my TV (there was an imperfection in screen). In Aug. I recalled the center. They stated I never did call so I started another claim. I bought an extended warranty for his TV--an in-house one. After trying to get someone to come down and look at the TV, someone came about a month ago. The TV was deemed unrepairable. To this date I still am looking for a claim number to replace the TV, First it had to go to a follow up team and then a review Team. After I looked on line at all the Blogs and horror stories about 3 party warranties, I wonder why no actions have taken place.

I've been unable to view my TV since Aug.

Tom of Charles Town WV (01/26/08)
Approximately 8 days before Christmas, the projection lamp on our Mitsubishi WD-65731 TV burned out. This was to be expected as they have a limited life, and I was aware of this at the time of purchase and bought a PSP (Product Service Plan). I called Best Buy and was informed by a representative (who called himself Anthony) of the problem, and he scheduled the unit to be repaired on December 26. I was happy. On December 26 no repair person came. I contacted Best Buy and the repair facility that was assigned to fix the TV. To be fair, the repair facility was not the problem in this matter. They told me that Best Buy cannot schedule work for them, only they could do that. I said to please schedule my repair. I was told that the repair would take place on January 11. I groaned and accepted the date. Just prior to January 11, I was called by the repair facility that the part (the lamp) was back-ordered to January 21, and I would have to wait. I was not (nor am I now) happy. I reluctantly agreed. In fact, I told her where I could purchase the part on the internet and have it in my hand in 48 hours. Both Mitsubishi Parts (www.mitsuparts.com) and DLP Lamp Source (www.dlplampsource.com)had the parts in stock.

When January 21 passed, I called again only to be told that the part had yet to come in. Now I am angry. I asked her who she got the part from and she told me. THIS IS WHERE EVERYONE SHOULD PAY ATTENTION! She told me that she was sent out to repair TV's from a company called N.E.W. Corp, and that they were the middleman between Best Buy and the repair facility. It was N.E.W. Corp that was unable to obtain the parts that I had 'discovered'. This leads me to one of two possible conclusions: 1) No one at N.E.W. can use the internet OR 2) they cannot get the 'proper' cost break from their supplier to make it profitable for them to purchase the part that they had promised to service in the PSP. I know of no other outcome.

HOWEVER, IF YOU HAVE A PROBLEM WITH a BEST BUY IN HOME PSP, YOU CAN CONTACT N.E.W. YOURSELF. HERE ARE THE PHONE NUMBERS AND EMAIL ADDRESSES YOU WILL NEED. (https://www.newcorp.com/service_providers/service_repair_contacts.html) ENJOY! As for me I am contemplating getting an attorney, Mitsubishi (because this does not make their products look good), and various state and federal consumer protection agencies. Local TV consumer news shows eat this stuff up, also! Good luck to all, and I will let you know the outcome of this fiasco that could have been so easily handled.

B. of Ephrata PA (01/23/08)
In February 2007 I purchased a 32" hd lcd TV. I also purchased a flat screen computer screen and a 4-year extended warranty. I moved in November 2007, and my son picked the TV up off the entertainment center and he heard a crack. We moved it in my car well padded when we plugged it in we found that the pop my son heard was the screen cracked. I contacted Best Buy, and the service guy was scheduled for the end of November. He called and asked what was wrong. I told him it was a cracked screen and was told they wouldn't come out, and if they did it would cost me over $100.00 for them to make a service call; and if it was a cracked screen it would cost $700.00 to replace it at my cost.

This past Sunday my son took it back to Best Buy and was told we needed a voucher and to call the customer service dept. to have one issued. I spent 2 1/2 hrs on the phone and talked to 6 different people. I called the store manage today, January 23, 2008, and was told there was nothing they could do. So my warranty is worth nothing, my television is worthless. Best Buy talked me into the warranty which I didn't want, and then don't stand behind it or their own products. I am disabled senior citizen living on a fixed income so I can't go buy a new TV.

I've had to take medicine for my heart because this has had me so upset, and now I am also out $1000.00

Alejandro of Glendale CA (01/17/08)
On January 14th, 2007, I purchased a brand new Playstation 3 in San Francisco. With the 2 year product replacement plan, the console plus taxes I paid almost a thousand dollars and it stopped reading discs by the end of March. I contacted Best Buy, they sent me a mail return label and the product was sent to them the first week of April with a promise that a Gift Card for the total of the product plus tax (Around 650 dollars) was going to be sent within 4 to 6 weeks after receipt of the product by their warehouse since they don't actually replace the product but instead sent you a Gift Card for the amount. I really don't know why the plan is called replacement plan.

Well, today is January 17th and I still haven't received the gift card, I've called several times, 25 to 30 calls for the last 9 months, spoke to several supervisors/customer service and I still can't get an answer. I've been told that it was sent to me and it got lost, then that they didn't had my apartment number and that they sent me another one, then incredibly another supervisor tells me that since my uncle paid with his credit card from Mexico there were restrictions on the account that prohibited a reimbursement within the U.S and the matter was passed to the customer relations department, they said that they had to create another account and rebill the amount on the account with my US address and credit the original receipt. That's the last I heard. The last supervisor said she would be contacting me with any updates and she called me last Monday and she had the nerve to tell me that they had sent a return mailing label to me so I could send the product back. WHAT? I sent the product a long time ago. She apologized and said to just throw it away and that they were still working on my return. I am tired of this, I've lost many hours on the phone with these people since of course when you call you have to be on hold forever with their ridiculous hold music. And to top it off, when I called this week to ask the status again, some lady gave me attitude and hung up on me. I don't know what else to do and I've been without my playstation and my money for several months. I can't afford to buy another one while this resolves mainly because even if I could borrow the money, they send you a gift card that you have to obviously use in their stores, so I couldn't even be able to pay back the second PS3.

Dave of Cranberry Twp. PA (12/21/07)
TV with in home service agreement went out, so I called a service tech who had done repair to this TV under factory warranty within the 1st year. Slightly past the mfg. warranty, the set went out again. Called the tech back, he said he could do warranty work for Best Buy. Hepicked up the TV. I called Best Buy to get authorization numbers and was told I had to use a Best Buy tech. I talked to a supervisor and explained the TV was just picked up by a factory trained tech; they said too bad. I spent the next few weeks trying to get approval. Finally I drove to pick up the TV and brought it back to my house. Felt bad for the factory tech and paid him $50 for his time.

I called Best Buy, they sent their guy out, he ordered parts over two months ago. Called last week to check; they said they would return call in 4 business hours. It is now one week later. Now the lady on the phone said Best Buy does not have a tech. They can call someone locally to come and check the set out. Since it is close to the holidays, someone will call by next Friday. HELP!

Gerald of Tinley Park IL (12/18/07)
My 52 Mitsubishi DLP TV purchased on 1/29/05 with 4-year warranty has not been working since 11/19/07. The Best Buy service tech came out and did only diagnostic on TV and determined what he called was a cap on the power supply within the TV itself. Two days later after speaking with a warranty service rep, I was told that board pieces were on order for my TV. When I told them what the tech said, I was told that he ordered what he thought would fix the TV, and the parts would be in on or around Dec. 20th--but that was not a sure thing.

I have not heard a word since 11/22/07 about the status of parts or when the service tech will be back out. Best Buy will only give you the run around about the Lemon law, but why have a warranty in the first place? Meanwhile, we have had no TV, and we will be going on 6 weeks for a repair that cost me $400 for their PSP plan. Beware of the extended warranty at Best Buy. Do not purchase the PSP, which is the service plan, but buy the PRP, which is their replacement plan, which was not offered to me, but is listed on their website.

Zeev of Encino CA (12/11/07)
Best Buy will not honor the warranty they sold me at the time I bought a TV.

I will have to spend $1000 or more to fix the TV.

Ed of Decatur GA (12/04/07)
I am dissatisfied with Best Buy service because the digital camera I bought there does not work, and my performance service warranty is not being honored. I have already attempted to resolve this problem by contacting the store and the corporate office. All I have gotten nowhere. I have been told that Best Buy won't honor the warranty because they say the digital camera has internal corrosion. However, if so, it was not caused by me. I don't understand how a warranty can cover heat, humidity, and dust and not cover corrosion.

Research shows that corrosion includes the dissolution of ceramic materials and can refer to discoloration and weakening of polymers by the sun's ultraviolet light. Most structural alloys corrode merely from exposure to moisture in the air. When I purchased the digital camera and the performance service plan warranty, I was told that if the camera stopped working that it would be either repaired or replaced, and that is what I expect. Unfortunately, the problem remains unresolved.

Leslie of Pleasant Hill MO (12/03/07)
I purchased a refrigerator at Best Buy in June '03 (Fridgedaire) with an extended warranty. By June '06 it had to be repaired 7 times, with a total food loss each time. After I had a mental breakdown in the Best Buy store, they replaced it; but since the price had gone up I had to pay the additional $200 + on another extended warranty. Now it is Dec. '07, and this new fridge has quit working 2 times in the last 3 weeks with a total food loss each time. The first man that came, a day late, told me that he could not replace the compressor because I had unplugged the unit, and that he could tweak it a bit and it would be fine. The unit worked for 3 days and broke again. Called and was given a promise that someone would be here on Saturday. Well no one came, so called back and someone came today.

I have taken 2 days off work to wait for a repair man who did not show up and 1 day for one who did show up but had to order parts that will take anywhere from 5 to 14 days to get. I have asked for some sort of compensation for the time off work, food loss, and having to eat out. Best Buy told me that I needed to take responsibility for the fact that my fridge is broken.... I was also told that Best Buy was not responsible for what their employees do. I have my own business and find it hard to believe that any place can stay in business with this attitude but they seem to be doing fine. I will NEVER shop at Best Buy again!


I have lost over $600.00 worth of food including every thing I bought for a Thanksgiving dinner that I had to find another place to host. I have taken 3 days so far off of work with no pay and have spent a large sum of money ice and eating out. I have been without a refrigerator for almost a month and have no idea how much longer it will be before it is fixed.

Patrick of Yonkers, NY (11/07/07)
I purchased a 53 inch Toshiba T.V. in December 2001, with a 4 year extended warranty.  In 2005 the color convergence board went bad and had to be changed. The same thing happened again this year 2007. The first time was covered under warranty, the second time was not.  The original picture tube warranty was for 2 years plus the 4 years.

The extended warranty should have lasted until 12/07, but I was told the extended warranty takes effect on the day of purchase which means I paid for a four year warranty that was actually only covering 2 years. 

I paid $2732.12, for the T.V. and the service plan.  

Yvette of Marietta, GA (11/06/07)
I purchased a TV from Best Buy on 7/14/2006 and a service contract. The TV blew a transformer. On 10/16/2007, a TV repair technician came to my home and NEVER returned. He told us that the part that was needed for the tv would take ten days to come. It has been 14 business days, and all I get is nonsense from Best Buy staff.

Marc of Newtown Square PA (10/30/07)
I purchased a 50 dlp television from Best Buy on 4-9-05. I also purchased the 4 yr performance service plan. The service plan states that after 3 service repairs have been completed and the product requires a 4th repair, the product will be replaced. Television now, as before, turns off by itself. Best Buy will not fix or verify this because they don't want to replace it.

I have to miss work and have a TV that doesn't work properly.

Femi of Allen TX (10/26/07)
I purchased a Sony 60 TV from Best Buy for over $5000 along with a service contract. This TV has broken several times and has been repaired by Best Buy. It is obvious that there is something very wrong with this TV, and I have tried with no luck to get Best Buy to replace it. Each time they tell me something totally different. What are my legal options? I have documentation of all their repairs, along with the names of the supervisors I have spoken with to date. Please advise. Thank you.

Vishnu of Quincy MA (10/24/07)
I can't watch Red Sox play in the World Weries at my home because Best Buy has taken close to two months and my TV is still broken. On 09/17 a service rep said they would be back with parts. On 10/23 they showed up and didn't fix the issue. Now they need to order the full panel. Why won't they order a replacement or give me a TV in exchange until they fix it. At Best Buy stores Performance Service Plan is sold as an immediate fix or replacement for your broken TV. But, in reality it's a sham. I have wasted so much of my time with Best Buy customer care and its vendor, Tops Electronics. I would have been much better of without the plan. Isn't customer relationship important to Best Buy? Moreover, I am asking for something I have paid for. What are my rights?

I had to stay home from work two days for the vendor to come, and still my TV is not fixed and am paying my cable bill without being able to watch TV.

Nancy of Derry NH (10/24/07)
I purchased a 27 Phillips TV from Best Buy in July of 2005. I also purchased their 4 year in-home service repair. This past summer (2007) my TV started to have problems. I called Best Buy on 08/10/07, was given a service date 08/17/07, and told a repair tech would call me between 7-9:00am to tell me when he would be at my house. No one every called me that day. I called them to find out when the tech would arrive and was put on hold. I was transferred to the tech router center and was told they did not have a repair service scheduled for me. I had to call Best Buy again and start all over.

A tech finally came to my house on 08/27/07, looked at my TV, said he would have to order a part, and when in Best Buy would call to schedule a tech to install the part. On 09/04/07 Best But called, my part was in, and a tech was scheduled to come install the part on 09/06/07. The tech never showed up. A few days later Best Buy left message that my part had not arrived and when it did they would call me. So I waited and waited and Best Buy never called. I called them on 10/22/07, and they said that my part was in and that they could get a tech on 10/24/07. The tech did not show.... I called Best Buy and they said they didn't have a tech available for my area on 10/24/07. I asked them why they didn't tell me this on 10/22/07 and why didn't they call me to notify me about it? And all I got was "I'm very sorry." I even spoke to a Supervisor and all he had to say is "I am very sorry. Someone should be calling you within 4 hours to reschedule." HA HA HA HA! I won't hold my breath, that's for sure. This is the worst service from a company I have ever received!

Mike of Olney MD (10/24/07)
In July of 2005 we purchased a 40 Samsung LCD TV for over $3000 and along with it a Best Buy extended warranty. On October 2nd of this year the picture went out on the TV. We called Best Buy for repair and were told a tech would be out on the 10th to fix it. On the 10th he came and said he needed to order a part and left. On the 12th I got a call saying the part had shipped and they could return on the 17th to repair it. On the 17th the tech showed up and replaced the part which did not fix the problem. He told me he would contact Samsung and call me back later that day. I did not hear back so called him using my caller ID. Again I was told he would call me back before the end of the day, and he did not. I have spoken to Best Buy corporate at least three times and was finally told two more parts have been ordered with an estimated ship date of November 6th--and they can schedule another visit by the service tech once those parts ship.

Don't waste your money on a Best Buy extended warranty unless you plan on waiting 6 weeks or more for them to repair your TV.

Sean of Plymouth MA (10/16/07)

I purchased from Best Buy a 55 Phillips HDTV for my mother on 9/10/2003 with the extended warranty for $399. My mother called Best Buy for a service call because the TV was not working properly. Best Buy sent Elwin TV to the house for repairs. We have had 5 service calls for this TV over the last 3 1/2 weeks, and Best Buy is refusing to honor my extended warranty and replace this TV--even though the service tech has stated that the TV can't be repaired and submitted a service order for the Lemon Law Replacement.

Nicholas of Carteret NJ (10/12/07)
I bought a Samsung 40 LCD TV and paid about $2300 plus warranty and installation. This was accidentally broken by my son who is 4 years of age and cracked the LCD. The installers never suggested to put it up on a wall, doesn't matter. Now, BestBuy tech came and did not authorize an exchange or return since this was an accident and they don't cover under any warranty.

I wonder why they take our warranty money also? If we drove a car and has an accident, we insure our cars, should the same principle apply? In this case it is only 10months old and is still under a manufacturers warranty.

Yes, accidents happen, but should I bear a heavy loss? Shouldn't there be a small deductible atleast and the warranty amount we paid to insure us from such accidents? What can a 4-year old do, unnecessarily he has my wrath each day when I think about it, yet he is a beloved child and he is a child in all senses.

Brenda of Corinth NY (10/10/07)
we purchased a tv a year ago and purchased the warranty, the tv stopped working after a year.we contacted the store and the warranty people ,it was sent out 3 times and has been gone now for 31 days.and this all started on 8/21/07 it is now 10/10/07 they promised to replace it and did not and we were more or less told tuff luck,you will have to wait until it is repaired,even if it takes 6 months, it is supposed to be replaced according to their lemom law agreement written on the warranty they gave us.

we are out nearly 600.00 and my husband is out of work.we are so angry they advertise what a great company they are,no way. Every one should be warned about them and their service agreement, it's like throwing away 600.00 when you cannot afford it.

Cynthia of Tallahassee FL (10/10/07)
Purchased 46 inch Toshiba television and paid an additional $399 for the extended service agreement. Called for service, technician came out and diagnosed the problem, pending internet research he needed to do.

I did my own research by calling Toshiba directly and found that technician had misdiagnosed problem and ordered part not needed to correct problem. When tech was contacted, he subsequently spoke to Toshiba and confirmed that another part needed to be ordered to correct problem. As luck would have it, the needed part came in first and the non-essential part was on back order. Best Buy insists that the technician cannot come out and repair the television until all ordered parts are received. The non-essential part has an estimated ship date that is almost one month from the time that I initially called for service.

In the interim, I called about another problem with the television. I was told that the technician cannot come to check on the new problem until the ordered parts come, so that he can do everything at one time.

This makes no sense at all. I am so frustrated with Best Buy and their extended warranty service. I will not recommend the company to anyone. I will tell them that it is Best to Buy someplace else!

The first time I called for service in January, the television simply needed a lamp. The service technician did not carry it on his truck. It took several days to get it ordered. I was completely without the services of my television for approximately a week at that time. I am lucky this time, as the unit is still working - the fan unit just runs constantly (it is supposed to shut off several minutes after the television is turned off).

Time is ticking for the expiration of my service agreement. I am covered but unable to receive service in a timely manner.

Katherine of Portage IN (08/18/07)

After I made 3 trips to the store and spent over 3 hours on the phone (1-800-Best-Buy), they still have not honored their service contract on a TiVo. I have a 4-year service plan for a unit purchased in 2005. They told me the unit was too old to repair so it would be replaced, but that replacing it would fulfill the service plan, by which they mean end it. Therefore, I would have to buy a new plan.

When I read the contract, I did not see this stated. I went to the manager and asked him to show me where in the contract it said that, and he admitted that I have an older contract and it does not specifically state that, but he still would not replace the unit and transfer the service plan to the new unit.

Scott of Tallahassee FL (08/13/07)

I purchased a Sony 46 projection TV from Best Buy in Tallahassee, FL on 11/13/2003 in addition to an extended 4yr warranty. Everything has been fine until this July. The TV has a problem with convergence. I called Best Buy & was told a technician would be contacting me soon. A tech did call & I described my issue which he promptly diagnosed over the phone & ordered a part. It has been a month now with no part.

Brian of Mount Pleasant SC (07/30/07)
I purchased a 32 Magnavox LCD TV from BestBuy in November of 2006. In July of 2007, eight months after purchase, the motherboard shut down. I thought it would be a simple repair or replacement since I had purchased the replacement plan. Nineteen days later, I am without my TV, an estimated time for repairs or my replacement TV!!! I WOULD NEVER BUY ANOTHER BESTBUY PRODUCT OR SERVICE CONTRACT!!!!

Vince of Baltimore MD (05/22/07)
I purchased a 'Two-Year' extended service agreement for a 19 computer monitor. Nearing the end of the two-year period, the monitor dies. I go to the store, and the Geek Squad determines that the monitor cannot be repaired, so a comparable replacement must be provided. Since my purchase was in 2005, there were many CRT monitors on the shelf. But, now 'almost' all of the monitors are LCD's - which are more expensive.

In short, the ONLY CRT monitor they had in the store was a 16 eMachines monitor, and unless I was willing to pay more I would have to settle for this as a comparable replacement. Every piece of hardware I've purchased from Best Buy (5 items) has malfunctioned within 3 years. Every time I go in to utilize the extended service agreement, store employees use this as an opportunity to upsell, as if this ESA is some kind of sales tool.

Also, if you utilize the ESA near the end of the term, you get an attitude like 'Well, you've been using this for two years, we morally shouldn't give you anything'. These people see nothing wrong with a crap product with a short lifespan.

I'm now looking at a 16 monitor with 1024x786 resolution, instead of the 19 monitor with 1280x1024 resolution, for which the extended service agreement was purchased.

Chely of Victorville CA (04/11/07)
I purchased a canon powershot digital camera,past over a year, bought the 4 year warranty plan..well i left the camera in the car, and the inside of the lcd display screen got a slight crack, from the sun's heat, took into best buy, they said the warranty didn't cover any physical damage..but to my suprise the wanranty doesn't specify that, it does say it covers, heat, and humidity...what ever that means.

Derrick of Norfolk VA (04/11/07)
I purchased VPR Matrix Laptop 180B5 with an Extended Warranty, after two years the hinges locked up and broke through the back of the laptop. After doing research starting with ebay, and searching for VPR Matix hinge on google, this seems to be a common problem with all of these laptops.

I can no longer use this laptop for my DJ buisness as it is no longer portable, I had to fabricate something to keep the screen fom just falling off. This laptop cost me $600 and with a manufactures defect problem so common, I think they should raplace it.

Don of San Diego CA (04/05/07)
I purchased a 37" Sharp LCD HD TV. The product worked for a year, and then the sound went dead. I purchased a replacement agreement in addition to the cost of the TV. I called the "Magnolia Guarantee Performance Agreement", the brochure describes that if any product is defective, you call your nearest "Best Buy Magnolia Dealer" and bring the TV for a replacement.

I would warn all consumers that they should not waste their money or time buying any agreement from Best Buy because they do not honor the agreement (contract) even if you have a dated receipt and contract brochure.

They are sending a repair person, but I tested the unit and there is no way to repair the relay on that controls the sound because it is on the motherbard, there the unit needs replacement. So far Best buy will not honor their replacement agreement.

Dave of Fenton MO (04/02/07)
I purchased a new laptop computer at the Best Buy store in Fenton MO on 3/29/07, at the same time I purchased the extra protection from their "Tech Support" group at a cost of $129.00. All other computers I have previously owned never had purchased software for viruses and I never had any problems. Two days out with my new Best Buy laptop with the Best Buy purchased and installed anti-virus software I experienced a Trojan Horse virus.

I returned to Best Buy on 4/1/07, (two days later) to find out why the purchased and installed by them anti-virus software didn't work and to get my laptop fixed. I was told the purchased software is not guaranteed and that there would be a cost for repairs.

Obviously this did not go over well with me. After a half hour or better speaking to their Tech Support group and then one of the store managers, they agreed to fix it for free because the computer had a 14 day return policy on it and I told them I would return it if they did not fix it.

David of Culver City CA (03/28/07)
Tip: avoid purchasing a computer at Best Buy. I purchased a computer and a Best Buy warranty. Shortly thereafter, I brought the computer back to Best Buy after the computer ceased functioning properly. A Best Buy representative pointed out to me that on the reverse side of the warranty, there was a clause stating that Best Buy would only honor the warranty at their discretion (whatever that means). Also, they would not honor the warranty if the problem were software and not hardware (i.e., the computer).

After testing the computer, the Best Buy technician stated that he could not find a hardware problem, so it must be a software problem. In other words, not Best Buy's problem. Over the next 6 months I returned the computer 8 times for testing and was given the same response.

Finally, I instructed Best Buy to strip off all of the hardware, re-format the hard drive, and then run the same tests. This time they were able to conclude that it was indeed a hardware problem. However, Best Buy insisted that their technicians could find no reason why the computer was not functioning properly, and therefore they would not honor the warranty.

I packed up my computer and told them I would file a claim in small claims court. The technician then called a manager, who replaced the computer - but only on the condition that I would purchase their best warranty for several hundred dollars. Again - I would urge anyone considering purchasing a warranty (or any electronics) from Best Buy to shop elsewhere.

 Ricardo of Anaheim CA (03/27/07)

Two years ago I purchase a Sharp Aquos in best buy and with it a 4 year extended warranty for $300. Last month the TV started getting some colorful lines, then It was like a rainbow grow on it, I went to a store and they told me they do not deal with warranties and to call best buy. I called Best buy and they send a technician, he just look at the TV for a few seconds and said sorry sir but the warranty do not cover this kind of things, I have call best buy a lot of time to try to resolve this, they always tell me that the warranty is now voided, because the technician voided the warranty after he determine is not covered.

Warren of Manassas VA (03/27/07)
I purchased an extended warranty on the washer,dryer, refrigerator, dishwasher, and stove that I bought from the Manassas Best Buy. In January I called for service on my dryer, it continuously cuts off every ten minutes even though the clothes are still wet. The dryer is a Whirlpool Duet that was bought on 11/11/03. The service man came out earlier January and said he had to order the parts.

Here it is March 27th and no one has called or came by to fix it. I have called at least six times and I am consisantly told the same thing, someone will call me in 3-5 days, yet no one ever calls. On March 9, 2007 I called and was told Best Buy would replace the dryer since it has been so long. Then we called back in two weeks since no one called and we were told they were not replacing it the parts were in. Today I received my first call and they said they have no records of the parts being in.

This has been an huge stress and totally unaceptable to be dragged along for this much time.

The stress and woory about getting the dryer repaired, and having to go up and down the stairs multiable times everyday the wash is done to turn the dryer back on.

Evelyn of Carteret NJ (03/20/07)
I recently bought an HP laptop and purchased the $300 extended warranty insurance. The salesperson informed me that if ANYTHING happened I would receive a new laptop or have it repaired free of charge. About two days my hard drive crashed and I took it to the store and the worker informed me that if the problem was within the Windows that I would not have to pay, but if it was with the hard drive I had to pay $130.

Well, the problem was with the hard drive and I asked to speak to a manager. They put me on hold, promised that they would call back, but nothing happened. I just want my computer repaired free of charge like they promised me at the time of purchase. BEST BUY should better train their workers and let them know not to provide consumers with false information.

Bonnie of Pine River WI (03/13/07)
On Dec 30,2006, I purchased a 40 inch Samsung LCD tv for $1,599.99 with a 4 year service plan for $199.99,and $90.00 tax totaling $1,889.98. I was told it was on back order, and that it would be in on Jan 26th. I never recieved a call that it was in, but I was charged on my Best Buy card for it starting on Dec. 30th. Because of some fixing up and painting our living room where the tv was suppose to be in, some family health problems, working almost every day, a family vacation, and being 35 miles away from Appleton, I didn't get a chance to pick up the tv until yesterday, the 12th of March.

When I asked for the tv they told me their computor showed that I had picked it up on Jan 26th. I told them I didn't, and asked to show me a paper showing my signature, but they couldn't find one. They just told me that their records were correct and there was nothing else they could do. I am so upset about this and don't know what to do from here. I owe $1,900.00 for a tv that I never received.

Carolyn of Fuquay Varina NC (03/09/07)

I purchased a Gateway Laptop on January 20, 2006. I also purchased the 3 year extended warranty for $299.99 as well on that same purchase. Today is March 9th, 2007. In this short time, the laptop has gone back for repair 4 times.

I paid estimated $300.00 for a 3 year contract.

G of Brown Deer WI (02/15/07)

I purchased a Sony Digital Handycam on 2/15/2003. At the same time, I purchased a 4-year warranty. The terms of that warranty included a cleaning and battery replacement. I paid $159.99 on the $400 camera and have had no problems with the camera during that time. But I thought it was a good idea for a cleaning after 4 yrs and remember the salesperson telling me the batteries only lasted a few years with recharging. So, with the expiration of the warranty approaching, I called the Geek Squad at my local Best Buy store (Foxpoint, WI).

I verified the expiration date of the warranty given the purchase date. I was told the warranty expired the following day (2/15/2007). For verification I explicitly asked "it expires tomorrow, not today"? I was told 'yes'. I arrived at the store the next day with the video camera and the warranty. I was told the warranty expired the preceding day (2/14/07). When I explained that I had called the previous day and been told the warranty expired on 2/15, not 2/14, the manager repeated that she "was sorry but...". There was no attempt to discuss the matter. And the manager did not even question the fact that store personnel specifically gave incorrect information. The experience taught me a lesson I will not soon forget.

Rene of El Paso TX (01/06/07)

Best Buy has neglected to honor the No Lemon Policy on the Platinum Extended Service Plan ($500) I had purchased for my Sony Vaio notebook computer. Best Buy claims the warranty is void due to liquid damage. I have contacted the store and the corporate office and explained that I have not caused any liquid damage to this unit.

They wanted to charge me $1,012.00 for them to fix it, which I did not authorize for them to do. When I went to pick up my computer at the store, I was told I was being charged $152.57 for some shipping/labor they did on my computer. I informed the salesperson that I did not authorize them to do ANYTHING on the computer after I found out that they had voided my warranty, he informed me that he would look into it and get back to me about these charges. He never called.

I ended up having to go and pay the $152 w/o any clear itemization of why I was paying this amount in order to have best buy release my computer and more importantly the data inside back to me. After retrieving my computer I asked to speak to the store manager while being recorded but was told that the manager would not talk to me on tape. I then asked for the name of the district manager and they refused to give me his name. After opening the notebook I noticed that there was water stains on the screen that where not there before. I have financial damage of about $2450.00 and a great deal of emotional distress.

Dennis of Thornton CO (12/12/06)
I recently returned a problem xbox 360 through Best Buy Product Replacement Plan. My son waited daily for the mail to get a replacement voucher which came within 2 weeks. Immediately his mother took him across town to Best Buy but after hassling with the cashier and her surpervisor for about an hour, found out that the gift card (voucher) had never been activated.

The store spent much time on the phone with the Replacement Plan people who assured them that a replacement card would be sent to us within another 10 to 14 days. I also phoned that evening and the Plan people assured me the replacement card would be coming. After a week, I again phoned to check the status only to find that nothing had been done to process a replacement card and that in fact, now they would soon be activating the first card. That was Sunday, so I called back Monday to speak to a Supervisor. She told me that action had only been initiated by my call Sunday, so now it would be 10 to 14 days from now that I should expect the original card to be activated.

You can imagine my confidence in this process after going through this.

Gina of Hull TX (08/19/06)
I bought a sony 50 in 2002. We bought the extended warrenty. It started having horizontal lines running through it. It was a nightmare trying to get someone out to fix it though Best Buy. They sent someone from over 2 hours away who kept it for weeks. About a year later it started doing the same thing- again we finally got it fixed. The 3rd time this happened we asked about the lemon law and were told they could only find where they had sent someone one out once. The 4 year warrenty has just run out and guess what- We once again have horizontal lines and no warrenty. I will never buy a sony again nor from best buy. Their service is terrible.

Darren of Roselle Park NJ (08/19/06)
I purchased a 26-inch Philips flat panel t.v. in feb. 06. I purchased a extended warranty in mar.06. I reported a problem with the television june 28, 06. I was told that someone would be in contact with me within 72 hrs. I heard nothing for a little over a week. I called back an spoke with a representative gave her the work order number and she told she had me the computer, I offered to bring the t.v. to nearest repair shop. I was told televisions 25 inches or larger has be repaired in home.

I asked to speak with a supervisor and I was told one would contact me within 2 hrs. I heard nothing, I was advised to ask for my money back for the warranty. I went to the store I purchased the t.v. from in Springfield, N.J. The sales rep. had me fill-out the cancellation form. He said he faxed it and that I would have my refund in 5 to 10 business days. That was July 17, 06.

After getting nowhere with the warranty, I had to have the t.v. repaired myself, which cost me $379.67 plus the cost of the warranty which was $275.59.

Harry of Butler, PA (06/24/06)
I purchased a Cingular v551 cell phone last year and a 2 yr extended warrantee. The ear piece speaker was slowly loosing it’s volume so I called the warrantee dept for a replacement.  They asked me questions, like was it dropped or was it in water, I replied no.  I work construction so the phone had some scratches, but other than that was in good shape. 

The warrantee dept said I should give them a credit card number and they would send me a refurbished phone.  Then when I got the refurbish I should send in my original phone and there will be no charge if the phone wasn't damaged. How much is the refurbished phone, I ask? They replied we don't have prices here. I told them this wasn’t my first rodeo and I had been had by better people than them. 

After prodding the warranty dept they finally said it would probably be LIST price - I know that is usually around $350.  I ended up going to Sam’s club, got the exact same phone NEW for $20.

Boris of Bronx NY (04/20/06)
I purchased an ipod. best buy insisted on me buying a 3year warranty without explaining there was one year with Apple. from the very first day, my ipod malfunctioned. It would simply turn off by itself. Until a couple of weeks later, it died. I took it back with my warranty and my original receipt. They took it, a guy by the name of Dolapo looked at it for sometime and put as condition scratched. (those things scratch so easily.) Two weeks later they called me and told me that I needed to pay $300 dollars for repairing it! They said there was a "dent" which, obviously, there wasn't as the salesman Dolapo indicated by writing "scratched" to describe it. I saw the ipod and now it has a visible dent. I didn't cause. Now they're playing semantics.

Art of Louisville KY (04/19/06)
Purchased an Ipod 8/05 and an extended warranty. Have had the unit back 6 times for repair since Jan 1,2006 - We have had the unit for use less then 30 days since the start of the year. Best Buy wont honor the lemon law part of the warranty with a replacement. They just smile and say - too bad!

Leasa of Murray UT (04/06/06)
I purchased a laptop computer for my brother who is on active military duty in Iraq, and purchased the extended warranty based upon the sales person's representation that the extended warranty covered anything that went wrong with the computer, including reduced battery life, and especially damage due to wear and tear, heat and sand, etc. The rep stressed that they sold a lot of laptops to military personnel in Iraq and Afghanistan and that the warranty was really essential due to the possible damage and the potential for the manufacturer's warranty to be voided by taking the computer out of the country. So I bought the warranty.

My brother came home for a 2 week leave and brought his laptop with him. The on/off button had stopped working and he couldn't get the computer to turn on. When we took the laptop back to Best Buy, we were told that they could send it back but it would take 3 weeks and even then they most likely wouldn't fix it because it was due to misuse and not a product defect or damage from normal wear and tear!

How can you possibly build a laptop that is supposed to have the on/off button pushed repeatedly and then call it misuse when the button stops working because you've been pushing it? When we said the warranty wasn't worth the paper it was printed on and we wanted our money back, they said "oh well, that's your choice". They did offer to charge us $60 to take another 48 hours to run an in-store diagnostic check but said it would probably cost another $40 to fix the problem, IF it was the problem he thought it was.

The sales reps at Best Buy are absolutely lying when they tell you what the warranty covers and the stores know it and they don't care. No matter what the problem is, they will blame it on misuse and tell you it isn't covered under the warranty. Not to mention, they don't even try to find a way to make the customer happy. I am even more angry because I've sent other people to Best Buy for large purchases (which I will NEVER do again) and now I'm quite confident that when something goes wrong on their product, they will be left holding the bill just like my brother... having paid $100 to $300 for a useless extended warranty.

My brother is taking a broken laptop back to Iraq with him. The broken on/off button will allow sand to get into the computer and will, in all likelihood, end up ruining the laptop.

Richard of Loudon NH (03/17/06)
We purchased a Canon EOS digital rebel camera from them for $1000 At the same time, we purchased a 4 year extended warranty. In about a month, it stopped working due to a 'bent pin'. Since it was still under Canon's warranty, to was repaired...no problem. Now, 2 years later, the same problem but it now has to be covered by their extended warranty, and they are refusing to fix it.

Their tech (Shawn) says he believes it should be fixed, it was NOT caused by abuse or neglect. Their customer service person said the repair is 'just too expensive'. Why should they have the right to refuse their obligation to fix/replace or whatever? They never told me it would be refused if it was too expensive to fix. So now they have left me with NO options but to just throw the camera/warranty away. I will never purchase ANYTHING from Best Buy again. For a large company, their treatment of a customer seems pretty shoddy.

Rose of Ship Bottom NJ (03/10/06)
I bought my son an IPod at this store for his 17th birthday in May, 2005. The sales clerk told us be sure to buy the extended warranty ($50) because you will need it, and it covers almost anything that can go wrong. In November, the hard drive "crashed" and had to be replaced. This took 3 weeks, but was fixed. In February, it stopped working again. No display, no power. Back for repair. We told BB to ship it to our house, but it was sent back to the store 3 weeks later.

The courtesy of explaining it was not fixed when they called to say it was ready would have been great as we were expecting the IPod to work. When I got there, I was told by the Geek Squad that there was "liquid damage" and it could not be fixed. My son, who is a cross country runner, was using the IPod while running with the team when a brief rain shower occurred. He covered the IPod with his shirt, but it still got wet. The Best Buy manager said that neither Apple's warranty or our extended warranty with Best Buy covers the damage. The IPod can't be fixed and we would "Just have to buy a new one."

He could not offer me any options or solutions, and I felt that his attitude was telling me "you've been screwed over so accept it." I told him that they do not stand behind their products or warranties and would never buy anything from Best Buy again. His response was "that's your choice." I feel that they completely botched every customer service opportunity they had with this problem & just made everything worse. Best Buy wouldn't even offer me a discount on another IPod, although I wouldn't buy another IPod again, or anything from Best Buy. They also would not refund my $50 for the 3 year extended warranty.

Kevin of Morehead KY (02/26/06)
I purchased a Gateway laptop computer from Best Buy in June of 2005. Along with the laptop, the sales rep advised my to purchase Best Buy's 3-year protection plan because my screen was not proteced by the manufacturer's plan. I agreed and purchased the plan ($199.99 along with the $600+ for the computer).

Recently, my screen broke so I took my computer the 2 hour drive back to the store only to be told that it was "accidental damage" and, although my plan covers "normal wear and tear," it doesn't cover this type of damage. I was furious, but not quite as much as my father (he didn't even buy the computer). We argued for a while and ended up getting only $165 of my $199.99 back for the warranty.

So now I've got to try to buy a new screen for my computer which costs more than half of what the computer is worth.

I have never been more mad at a store in my life. If this isn't enough, there was a man next to my at the service counter arguing with the manager because they had bought a product, took it home, opened it, and found out it didn't work. They repackaged it in the ORIGINAL package and took it back and the store wouldn't replace it. This store had terrible business practices, and I, along with other people, want it to stop.

Jerry of Palm Springs, CA (7/1/05)
I purchased a Microsoft Xbox with a 2-year warranty at Best Buy. I was not told the warranty ran consecutive with the manufacture's warranty when I purchased it at counter.

Most additional warranties start after the manufacture's warranty. I think this practice is very deceptive.

John of St. Louis (7/27/04):
I purchased a portable CD player and was encouraged by the CSR to purchase an extended/replacement warranty. I purchased this warranty only because the CSR told me that it covered any and everything that could go wrong with the item, including damages that were my fault (dropping, bumping etc.). A few months after my purchase, the headphone got broken. I attempted to return the item and was then told that I was misinformed. The warranty covered no such damages, only mechanical damages resulting from manufacturing faults.

I returned to the store a few days later to voice my complaints to a manager/supervisor. One CSR was very helpful and with a manager's telephone approval, she replaced the headphone. I wanted to have the situation formally documented and when asked if I still wanted to speak to a manager I said yes. I was initially pleased to see that the district manager was the individual with whom I would be speaking. Pleasure into ire when she became confrontational, contradictory and defensive. I was not trying to argue, I just wanted the situation documented and brought to their attention. Her response was "you got a replacement headphone. What else do you want? I don't see what else I can do for you."

She even went as far as to tell me that I was not misinformed nor deceived by the CSR who encouraged me to purchase the warranty. I pointed out the discrepancies in what I was told to which she responded, "there is nothing deceptive about that." She went on to tell me that every morning the managers meet with their CSRs to go over issues like the one I am facing, to make sure it doesn't happen. I choose to ignore her subsequent comment that this "does not happen" because of these meetings, and attempted again to bring to her attention that it is indeed occurring. No such luck.

She told me that I was complaining about an employee who no longer works there and there is nothing more she can do for me. Before my temper flared I listened to her last statement of (once again) "you got a new headphone there is nothing more I can do for you..." and then calmly walked out of the store. I was informed by other CSRs of that store, that they have had a problem with other CSRs deceiving people into buying these warranties. Ms. District Manager however, was not interested in hearing anything I had to say.

Adrian of Temple HIlls MD (7/13/04):
On May 31, 2003 I purchased a Washer/Dryer unit from Best Buy in Bowie, Maryland. In June 2004, the control used in starting the dryer cracked as I attempted to turn the dryer on, rendering the control unuseable. And without the control, the dryer is very difficult to turn on. I was certain that the 5-year warranty I purchased would cover this, since the dryer was essentially inoperable. My initial call to Best Buy was short and sweet and resulted in the appropriate part part being shipped out to me all free of charge and covered by my warranty.

However, after the part was lost by UPS, the "fun" began. I initially attempted to contact Best Buy's parts dept. to have another part sent to me. They informed me that the original part should not have been sent in the first place, and that I would have to contact Best Buy Consumer Relations dept. to have a service technician come to my house to evaluate the problem. Mind you, a simple plastic replacement dial is all I needed to restore operation to my dryer. I was transfered to the parts dept. and back to consumer relations and even ended up being transfered to a Maytag service representative on accident at one point.

I was denied requests to speak with the managers who were instructing their subordinates to tell me that I would have to talk to the very people who told me to call them (such as Greg from consumer relations). Instead, I was forced to explain my problem repeatedly to unhelpful Supervisors whose only goal, it appears, was to clear their phone queue quickly (i.e. get me off the phone). I was assured by the parts dept. that the part would be covered by my warranty and told by Consumer Relations that it wasn't. 2 hours and 8 plus conversations later I am being told that the dial is considered "consumable" and is NOT covered under my warranty.

I find it extrememly difficult to believe that I paid over $100 for a warranty that does not go into effect once my product is rendered useless due to poor craftsmanship. And I find it absolutely insulting that Best Buy would rather lose a customer than to spend $10 to please a dissatisfied consumer, who normally spends $1000 or more on Best Buy products annually. Something MUST be done to ensure consumers like myself are not treated with such little respect.

Brian of Glendale NY (6/18/04):
In November of 2002 I purchased a Samsung N400 mobile phone from Best Buy with a two year service contract. The rep who sold me the contract told me if ANYTHING went wrong in those two years I would get a new phone, even if the phone was already replaced. I could keep getting new phones as long as they found something wrong with them, he said. Well, after only eight months I had to replace the phone due to dropped calls. Best Buy replaced my phone no problem with another N400 but I did find out that there were "issues" with that model phone where it would do such things as what I have experienced.

FIve more months went by and I needed to replace the phone again due to not only dropping calls but this one was locking up as well. Best Buy would not change the phone for a new one. Since it was 13 months after I bought the contract (December of 2003) and the phone was replaced already then the contract was fullfilled and I would not get another phone. They said that if a phone was replaced after the manufacturer's warranty is up then the contract is voided. So then what's the point of buying a two year contract if it's only good for one year? Plus I tried to tell them that the warranty wasn't up. The phone I was replacing was only five months old. BB told me it warrants from the "original product purchase date". That is just completely sleazy in my opinion. That is not what I was told when I bought the phone.

The corporate office offered to send me a $40 gift card to keep me as a good customer but I have yet to get it in the mail. I responded to them that it should not matter wether I was a good customer of not, you need to stand behind your own product. That $40 gift card would only be able to be used in a Best Buy store. I paid $40 for the contract but the money isn't the point. The point is that I feel that they are not only in breach of contract but false advertising as well. I will NEVER go to another Best Buy store EVRR again. In my opinion they are worse than CompUSA will ever be and that's saying something.

Terry of Louisville KY (6/7/04):
My wife and I visited the Best Buy store several times to shop for a big screen television. We were basically ignorant about big screen television technology. So we needed time to learn and to decide. We spoke to several salespersons and were told on every occasion that we needed a service agreement to protect our investment, since big screen televisions required yearly service. We were totally frustrated by their high pressure tactics which we believed attempted to instill in us a feeling of uncertainty about buying an expensive television without paying an additional $250.00 or more for a service agreement.

Because of their sales approach, we came to believe that big screen televisions are poor in quality and that we could not depend upon the technology. I simply became afraid to spend such a large amount of money. The salespeople are well trained in the art of creating paranoia so that customers will spend the extra money to protect their investment. I told the last salesman, when he had begun to write up my purchase, that I could not understand why people would spend so much money on a product that could not be trusted. I was so angry with them. I did not want to be told that a product was not dependable, such as a Sony 46" HDTV, and I was not sure just what was good and what model was bad. I stopped the sale and left the store without buying a single thing.

Their tactics intend to create fear among their shoppers so they will buy service agreements to protect their investments.

Glenn of Lawrenceville NJ writes:
On June 23, 2001 I bought a new home and purchased all of my appliances at Best Buy. In addition I purchased the extended warranty for 5 years on the refrigerator, washer and dryer. My home uses natural gas so Best Buy charged me an additional $69.99 for the gas installation and sent installers to my house 3 days later.

When the installers arrived they told me that Best Buy didn't include all the parts and charged me an additional $35 which I payed to the installers. Also, they used the wrong size clamp on the dryer's exhaust and it kept falling off. This upset me as Best Buy told me everything was included in the $69.99. For months after we had exorbitant gas bills (some over $500) and had the gas company check the lines, change the meter and the builder inspect the PVC system. The leak was never found.

Yesterday, my wife entered the laundry room which we usually keep open but the door was closed for a few days and she smelled gas. We immediately called PSE&G. They came within the hour and detected a gas leak. The representative from PSE&G determined it was due to a faulty installation by Best Buy and that it's been leaking since it was installed. They assigned a violation and told us to call Best Buy to get it fixed. We called Best Buy and got the run around for 5 hours (promised call backs, etc.). A representative named Landon told me that installation isn't covered in the warranty and they can't locate the installation company that did the installation and therefore Best Buy wouldn't pay for it to be fixed.

I was forced to hire a company to have the leak fixed at our own expense, lost thousands of dollars in gas bills, and had a dangerous gas leak for a year. I would like the following restitution: Refund the full amount of all my service plans, reimburse me for the amount I payed to get the leak fixed. Pay back a percentage of my high gas bills.

Kevin of La Verne, CA, writes:
On January 27,2001 my mother and I went to Best Buy Store in Montclair CA. My mother took her camcorder to have it checked. She has a 4-year warranty and I was picking up a car radio I had repaired. Mike K, manager of customer service, approached us, my mother showed the camcorder to him and the different things she wanted checked. Mr. K rudely said to my mother that he would not honor the extended warranty on the camcorder because it was tampered with and my mother asked why and he rudely said calm down lady!

Then he pushed the camcorder and turned his back on us. I then turned to my mother and said what is wrong with this guy? He turned around accusing me of saying a racial slur to him. I said I did not say anything to you and he said yelling and threatening me. It was very embarrassing for me and my mother, as there were customers at the store listening to all this. We then asked him to call the store manager and he yelled again. Finally he called the manager. It took close to an hour before we were helped.

Pamela of Waldron, IN, sent us a copy of a letter she sent to Best Buy:
I recently read a newspaper article about a woman who was dissatisfied with her computer she bought at Best Buy and it hit home. I bought a Compaq Presario at your East Washington Street store in Indianapolis last year. I only had it a couple of days and it started messing up pretty bad, so I took it back. They said the video card was going out on it, they gladly replaced it with a new one. I was pleased with that PC until the new one also was acting wrong -- it didn't keep time, the sound didn't work, the colors also messed up on it, the icons on the desk top would change size occasionally and it was very slow. So within the 2-week take back period I took it back. I told them the problems they hooked it up got the sound to work and of course when it was there nothing else would occur.

They treated me like I was totally computer illiterate suggesting (on the sound) maybe I hooked the speakers up in the wrong hole or forgot to turn them on. Well I might not be a computer genius but I've had a computer for years and I know how to match up colors to plug up the speakers. They told me there was nothing wrong with my PC so they sent me packing with my $800.00 piece of junk!! So here I sit (a year later) with a computer that won't keep time, I have to occasionally change the size of icons on, can't leave on idle for any period of time or my screen saver freezes on the screen and impatiently wait for windows to load when I'm on or off the internet!

We bought a new Hewlett Packard computer from the same store for work last May and surprise, surprise it was messed up also they recently came out and replaced the hard drive in that one. I see why you push those "extended warranties" now, so you get the warranty money and the manufacturer reimburses you the money! As a single mother of 2 I could barely afford the computer much less the extended warranty, but I needed it.

I've had several people asking about computers and i tell them "DO NOT BUY FROM BEST BUY"! I've never written a nasty letter to anyone before in my life but after this experience, our experience at work and reading this article I thought I would let my feelings known. My TV, stove, refrigerator, stereo, dishwasher and a few other items came from Best Buy and I'm very pleased with all of them but, I feel you should stick to appliances and leave the computer business to companies and their "technicians" who know what they're doing!

Allen of Trinity, TX, writes:
I have had numerous dealings with the Best Buy service department. They create a maze of lines to confuse and delay any service needs. Getting a problem dealt with in under an hour is impossible. At every step along the way you are required to get back in line and wait. They kept my speaker for a month to "send it to be fixed." I finally called the store and they said it was ready. When I got there they informed me that it was not repairable and I had to exchange it for a new set as they no longer carried that model. I had to return home to get the matching speaker.

I believe that they make these exchanges and repairs as difficult as possible to discourage the consumer. They have never called me to update on the status of any repairs, I always have to call them. I live 80 miles from this store. It took me three trips to get my speakers for a total of 480 miles driving (8 hours) plus each visit to the store took over an hour. Eleven hours total spent (over a period of two months) to get a set of speakers that they could have exchanged the first time when I brought the set in.

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