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John of Spring, TX January 29, 2009
in may of 2008, on my wifes birthday i purchased a 42 toshiba in spring texas, closest to my house. i finally found a sales person that sounded like they new what i was looking for. along with the 1000.00 purchase, i purchased the 4 year warranty, being explained to that i wont have to worry or be without a tv for 4 years.
monday 1-26-09 my wife turned on the tv and the picture is completly pink and me being out of town on my vacation, just reasured my wife we have a warranty, dont worry. my wife calls best buy and the customer service tells her she must come in to get help. ok i called when i got into houston on tuesday, and was told we will have someone out to your house on feb- 06-09, and thats just to look at it. im sorry that is not acceptible in my line of work and i dont know how i could ever explain that to any of our customers, and they dont even pay extra for a warranty.
after talking to the customer service 1 more time the young lady explained she could have a outside repairman come to my house and look at it and determin whether or not it can be fixed, not knowing the prcedure after that, it would be up to them. i was also told they would contact me on wed 1-28-09 which never happened. which leaves me to beleive that they do not value their customers and no follow up leaves me to beleive that selling this warranty is just a add on sale to every sale, that hopefully most customers will forget about, not me. i have been a loyal customer and just recently had 2 defective items bought from best buy, that i never bothered to bring back and the other did not work out of the box.
Giovanny of Elmwood Park, NJ January 29, 2009
On 11/24/07 I purchased a Mitsubishi 65? 1080P DLP HDTV model WD65733 from Best Buy store #344 in Paramus. I paid a sale price of 1,399 plus tax for the unit. In addition I also paid 400 an additional charge to have 4 years an extra warranty on the unit. Unfortunately the television malfunctioned and I went to the Best Buy store where I purchased the unit and warranty. I was told by two Best Buy store members to call the 1888 number because the store could not help me for customer services. I contacted the Best Buy customer service number and after several appointments and cancellations on their part, a technician from a company (New Sonic Radio) came to my house for five minutes and said a part for the TV needed to be ordered and replaced.
There goes another week before another call for rescheduling came from Frontier Enterprises, apparently another repair company for Best Buys. In between I kept calling Best Buys because I was Confused and frustrated, with the lack of communication from everybody. Last Saturday, I had another appointment scheduled and confirmed, which never showed up I called Best Buy to explain the situation. Best Buys scheduled an appointment with a new company in Queens, New York. This appointment was scheduled for 1/29/09. A phone call was received confirming the date and time.
Today January 28th, my wife received a call from this company confirming the appointment, again. However, when my wife was asked if they were coming with the lamp to replace, she was put on hold and told the part was not in stock and was never ordered. I of course was taking a day off from work again because they ask that an adult be home. So to sum it all up there are three companies and ten appointments give or take a few including reschedules and cancellations, two days off work missed.
I finally had enough this afternoon when I came home and was told by my wife no part no TV. We have not only missed several Football Games in our family room (basement) but have a party scheduled for Super Bowl Sunday and Food Catered, which cannot be cancelled. I went to Best Buy store tonight and was told again there was little or nothing they could do until I mentioned better business Bureau. The famous Lamp to be replaced, was finally ordered today, why almost a month later? Why after all this running around by the customer? Why, not have Best Buy have their repair people and parts all in one.
Jeff of New York, NY January 28, 2009
What's the point of an extended warranty? My LG 42 inch flat screen TV died after two years. I reported the problem to Best Buy on New Year's Eve (2008). A repair person showed up the next Monday. The TV needed a part which would take a week to 10 days to get. Fast forward to 1/28. Repair is made. The TV still goes dark. I've already missed all the BCS games. Now I have to cancel our Super Bowl party.
The TV needs another part that won't be in for another week to 10 days. I called Best Buy again to complain. They said they'll check on the vendor they initially referred me to (because the Geek Squad was booked up). I asked if I could get another TV; was it usual for a repair to take this long under their extended warranty? We'll do the best we can do, she said.
Aside from not having a TV for a month, we've lost the deposit (100) we gave for food for our Super Bowl party on Sunday (we were assured the part would fix out TV). I use the TV's self-contained DVR for work to record news programs. It's a major inconvenience to not have a TV that works. And it's frustrating not knowing if the repair people are competent or not. Best Buy could care less.
Patricia of Eads, TN January 21, 2009
My husband gave me a Gateway laptop for Christmas 2007. At the time he purchased the computer from Best Buy he also purchased an extended warranty that he paid 99.00 for. My computer stopped working, so I took it to Best Buy for service. The Geek Squad representative determined that the hard drive was not working and needed to be replaced. I showed him the warranty that my husband purchased and he informed me at that time the extended warranty was only good for the year that the manufacturer warranty was good. They never told my husband that. He thought he was purchasing an extended warranty that would replace the manufacturers warranty, once that warranty ran out. They did not explain to my husband that the warranty that he was purchasing would correspond at the same time the factory warranty was good.
I did not have the money to have my computer repaired so I picked it up and brought it home. It seems to me that a hard drive should work longer than one year. I would like for you to replace my hard drive free of charge. I don't think it is fair that my computer is torn up and I have to pay the money to replace it. I still can't believe that the hard drive only was good for one year. I hope that we can resolve this with you replacing my hard drive. You also need to talk to Best Buy and tell them they need to explain the warranties, instead of misleading customers. Thank you.
Paul of Madrid, IA January 2, 2009
We purchased extended warranty for a camera purchased for my daughter for her birthday with a 2 year extended warranty. Last week I took the camera to Best Buy to get repaired - a screw had fallen out and a rubber arround the lens fell off the camera. I was told this would need to be sent in for repairs and would take 2-4 weeks. We only had two weeks before she left for Austria for college for the next semester.
I asked if we could have it repaired and have them forward it on to her there - they would not. I asked if they could write up in invoice that these damages happened during the warranty period and let them fix it when she retuned as the warranty expires in March and she will not get back until May - they could not do that. I asked if they could replace the camera - they could not. I asked if I could get my money back for the extended warranty and I could not.
They would give me a pro-rated portion for the time left only. I was furious with the lack of assistance from the Best Buy representative to assist us with this problem. I think a 2 week time frame was not too much to ask for and I also could not beleive they could not work with us on repairing the damage when she returned as she can still use the camera - and I'm sure she would rather have it to use on her travels in Austria then sent off for a month being repaired - plus have to pay to have it shipped to Austria.
Digital Camera cost 219.99 and the extended 2 year warranty service plan was 34.99 and the memory card was 29.99 with tax final was 302.07 Mike of Marysville, Wa, WA December 28, 2008
Best Buy sales associated lied about the length of factory warranty on the Insignia stereo. I bought an Insignia stereo at the Marysville Best Buy in Smokey Point one year ago for my sons birthday. After several months of use the radio stopped working and then the I-pod receiver developed a short. I was not in a hurry to get it back to the store; because I was told it that it had a one year factory warranty. However, when I returned it weeks before my sons next birthday, I was told that it only had a 4 month warranty. I told the Geek Squad associate I would not have bought a product with such a short factory warranty.
I decided to see how much a new Insignia stereo was and went to the stereo section. I asked a sales associate there what the factory warranty was on this new insignia stereo, He said it was 1 year. I then asked the sales associate to walk with me to the Geek Squad counter and tell him what I was just told about the new product. The Geek Squad associate had to explain to the sales associate that they dont have one year warranty on the Insignia products. After much discussion I agreed to pay for the repair if they paid for the shipping and the stereo was sent to the factory for repairs. Weeks later I received a phone call from the Geek Squad, saying that the stereo was not repairable, because they could not get the parts.
I went back to the store 12/27/08 to pick up the one year old stereo system that could not be repaired by the company who made it. I told the Geek Squad I wanted a refund for this worthless product and I wanted to talk to management. After 10 minutes another person who I assume was the manager returned and said they could give me 35 off a new stereo. I told him that I had asked to see a manager, not make deals with another Geek Squad associate, and then he left to find a manager. After another 10 minutes, someone who may have been a manager came to the counter and said that the computer system would not allow them to return the product. He could only offer the 35 off a new one.
I agreed to look at new equipment and walked over to the sales floor with the Geek squad associate where we met with two other sales associates. I pointed to a new insignia stereo and asked one of the sales associate what the factory warranty was on it, he said one year. Im not sure if the sales associates are just poorly trained are if they are told to lie, but they repeatedly gave false information that cost me lots of time and over a hundred dollars. Best Buy says that the Insignia is their product, but it may be junk and people are being mislead. Hope you can help
Ruth A. Schnec of Dingmans Ferry, PA December 4, 2008
I have had no TV since August 20th and it is now December 4th and still no TV! In Febrauary of 2008 I bought a 40 inch Samsung LCD TV. In August of 2008 the TV picture became distorted; half of the TV was light and the other half was dark. I had taken out the extended and very costly warrenty, and I called Best Buy who then referred me to Samsung. Samsung was then able to track down a repairman in my area, BUT the repair man refused to come to the house. So I had to drive the TV to his repair shop.
After two weeks, the repairman called me to say that Samsung had sent him the wrong part and he would not be able to repair my TV unless Samsung sent him the correct part. He asked that I call Samsung and put pressure on them to send the correct part. Not knowing what part was needed, I did as he requested. I left messages and called several times, but to no availe. I called the repairman to see if any progress had been made to fix the TV and he informed me that he could not fix it without the part.
I decided to return the TV back to Best Buy, BUT Best Buy would not accept it back because the TV could technically be fixed if the repairman got the correct part. I informed Best Buy that they sold me a lemon because the TV broke only after seven months of use. They refused. I had no choice but to drive it back to the repairman and it is still not fixed. I have had no TV since August and I am not happy. I am very frustrated! I would like to know if there is any legal avenue I can persue to get these people to either fix my TV or give me a new one to replace the lemon they sold me.
I have been back and forth to Scranton three times to get this situation resolved costing me time and gas. I have also had to haul this TV back and forth to this repairman who is 30 minutes away, and again I am wasting time and gas.
Gregg of Center Moriches, NY December 1, 2008
We purchased a 42 Philips plasma TV from Best Buy in Feb 2006 for 2600 along with a 399 warranty. In August of 2008 a black stripe started to appear on our screen. We called Best Buy to repair the TV. They could not get a repair man out for 4 weeks. Once he arrived ( clearly incompetent by the way ) he was not able to repair the TM. To makes things worse his attempt to repair the unit actually left it completely broken. THE TV DOES NOT WORK AT ALL NOW.
We were assured by the repairman that a replacement screen would be orderd for us and would arrive in 2 weeks. 3 weeks went by no call no follow up. We called Best Buy and were told that the screen was ordered but would not be available for another few weeks, probably until the end of Nov. ( The Saga contiunes ) 1st week of Nov we got a call from Best Buy that we were approved for a replacement voucher and were given a confirmation #. We were advised to go to Best Buy and pick out a TV up to the original 2600.
When we arrived at the store we were informed that a voucher was not allowed and that we were going to get a comporable replacement TV. THIS ACCORDING TO BEST BUY WAS A NON BRAND NAME 800 TV. Also we were supposed to bring the old one in, something they never mentioned. Mike, the store manager said that there was nothing else he could do and that we had to speak to customer service and they could issue a voucher. We called customer service one again and spoke to a manager who said that it is the decretion of the store whether they issue a voucher for the dollar amount of a comparable TV.
The customer service manager was located at the warranty division and after 2 conversations with supervivors and 3 hours on hold were rudely informed that they had no authority to override the store's decison. Since when does the chain of command have higher authority at the store level.
We have been without a TV for 3 months now and have been bounced from the store managers to corporate with nothing being accomplished. We purchased a warranty that protects us up to 2500/ It cost 399. Best Buy is trying to give us a TV worth 800. We purchased this warranty to protect a 2600 purchase. The warranty does allow for a vouancher at their discretion.
Under the Lemon Law clause it states that Best Buy can offered you a voucher or a comparable TV after 4 attempts to fix the TV. We have only had one attempted repair. Obviously they use the terms of warranty to their advantage while unfairly treating their customers. What does a customer of theirs have to go through for them to exercise a voucher at their discrection ?
Joseph of Rock Hill, SC November 30, 2008
Purchase extended warranty for Rock Band product foot pedal broke and Store refuses to honor replacement warranty I purchased. The part that broke was the foot pedal for drum set. It was a two year warranty. The pedal broke in half Angie the operations mgr stated that it was abused. It was a foot pedal!. She turned and walked away.
The store has the worst attitude I have ever dealt with. To me this extended warranty just helps the companies bottom line and is a gemmick they have no intention to assist there customers after the sale. I paid 30.00 for nothing and still have a 180.00 product that is now useless and very upset children.
Robin of Houston, TX November 19, 2008
We have a Samsung refrig/freezer compressor that was to be replaced through our warrenty protection plan. We were told by the technician that the part would arrive overnight and we would be up and running in a couple of days. A week later we are told that the part would be coming in and would schedule an appt. After spending quite a bit of time on the phone with customer service,we are not getting return calls, technicians are not showing up and not bothering with a phone call to cancel. We have been rescheduled several times and have spent 3 seperate days at home waiting for a call or a appt only to be once again disappointed.
We have been without a refrigerator or freezer for a week and a half and Best Buy has no remorse at all about the lack of customer serice received. The only thing they offer us is yet another reschedule. Today we were scheduled yet again and yet again a no show. This is just unacceptable and yet they will not even try to schedule a time without us having to spend yet another day home from work. They only say they can set up another appt. with another 4 hour window.
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November 23 2009
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