Best Buy - TVs

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T. of San Angelo, TX February 9, 2010

11/22/2008, bought an Insignia model NS-LCD47HD television for about 800.00 cash money, along with the extended 4 year warranty. The television was sold to my wife and I by "Jeff", the store manager. In the first place, some employee had entered a Dallas/Fort Worth telephone number in our account which forfeited nearly 175 BestBuy points due to THEIR error. That is another horrow story.

I have tried to get this BONUS points situation resolved as well, to no avail. The RewardsZone department would not assist me because the telephone number was wrong and by the time it was figured out, some time had elapsed and I lost all those purchase points through no fault of mine. I called "Jeff" at the San Angelo BestBuy several times speaking to him once and he said he would look in to it. I never got a response. Again, this is another horrow story with BestBuy yet to be resolved. Whenever I wuld call for "Jeff", the customer service desk would take my name, number and a message and still "Jeff" would never respond.

Back to the television issue. The television sound was intermittent and when turned off, un-plugged and re-plugged, it would work properly for a while and then revert back to the same problem after a few days. We contacted the local BestBuy who referred us to 1-888-, and they in-turn sent out the local repair unit from Delta Electronics (who, by the way, at least in my case, never kept me advised of what is ongoing with the electronic repairs unless I called them.).

Delta Electronics picked up the TV on or about 01/20/10 to check it out with 5 to 7 days required just to look at the product and determine what, if anything, is wrong with it. I have called them twice at Delta Electronics (because they never called me) to only get the run around and was told to call 1-888- for answers about the parts being ordered. In-turn, I have been dealing with the 1-888- line calling now on three different occasions. each time, I get the runaround of it will take 3 to 5 more business days to deide if the part can be located or the television replaced using the warranty we paid for.

After the second call, I was told the parts could not be located nationally and a decision would be made about replacement in 3 to 5 more business days. This was on or about 2/2/10. I called 1-888- this morning, 2/9/10 and both my wife and I got the run around again. After speaking with the customer service rep., my wife requested to speak with a supervisor and then did talk with a female who, after being asked her name, identified herself as "Flasie". "Flasie" informed my wife it would take yet another 3 to 5 business days supposedly needed to find the parts as now the replacement option has apparently been denied by some unknown entity within the BestBuy heirarchy, after I was told before the parts could not be located and the replacment option needed to be reviewed/approved by another department.

So, soon it will be a month with no television repairs made and no decision given about replacing it using the warranty we PAID FOR. I would not recommend BestBuy for a major television purchase and definitely not waste your money on an extended warranty. Unfortunately, before this experience, we laid out another nearly 2,300 for another television with an extended warranty paln.

I can not wait for something to happen so we can get the run around once again. So now we wait again, for 5 more days to hear something back or call 1-888- for more hassles, re-direction and misinformation. A satisfied customer tells a friend and a dissatisfied customer tells ten. I will undoubtedly be talking to ten friends today and so will my wife.

Extended warranty not being honored, in my opinion. Continual cycle of run around tactics. Customer service specialists who apparently have little interest in resolving the customers issue, loss of use of OUR property being a television in this case without any compensation. Double talk, extenstions, referrals and sub-standard all around service commitment. VERY disappointing at the least.

Frank of Pasco, WA February 7, 2010

Going on my 5th bulb replacement. Bought Best BUy warranty but low and behold warranty is over and under their "Lemon Law" part bulbs are not a service repair item. But on all the service bills I have it lists a service repair bill on the bill. Best Buy lemon part says after the 3rd service call and a 4th service call is needed they will replace your TV with something comparable. But after the 4th repair the bulb replacement is now a consumable item and not covered on the warranty. Even though they replaced it 4 times. Don't ever buy a TV from best buy or extended warranty because they will find some excuse to not replace it. I have been screwed four times and now the fifth time they don't want to screw me. I feel used.

Rick of Summerville, SC February 6, 2010

On 8/11/2007 I purchased a Panasonic 50" plasma TV - Model# TH50PZ700U - for 2700 along with Best Buy's 4 year Performance Service Plan for 400. On 1/4/2010 the TV stopped working and a call was placed to Best Buy requesting service. On 1/6/2010 I received a call from Prodigan Tech Group, the Authorized Panasonic Service facility for my location. They took down information, determined over the phone what parts needed to be ordered and said it would take 10-11 days for the parts to come in and 3 days to schedule the repair.

On 1/20/2010 I called the repair facility requesting an update and they would only tell me the parts were on order. When I asked if they were on backorder they said no. I then asked if they could research why the parts were taking longer than normal to come in and their response was "we can't do that".

On 1/28/2010 I called the repair facility again and got the same response. I then called Best Buy and explained the situation. The person indicated they would initiate a replacement TV request and it would take 3-5 business days to approve. I called Best Buy for an update on 2/2, 2/3, and 2/4 and each time I was told they would have a decision by 2/5 and would call me.

On 2/5 I called Best Buy at 6:45PM since I never received the promised call. I was told they were having a "system outage" that can last a day or 2 and they wouldn't be able to give me an update at that time. On a whim, I called back at 8:15 PM. I asked the GEEK agent (or whatever you call those people) if they were experiencing any kind of "system outage" that would prevent them from giving me an update and was told they were not having any problems with an outage. I then asked to speak with a supervisor who gave me a different story about the supposed "outage" and stated they would need another 5 days to see if they could "locate" the needed parts and then they would put in a request for a replacement.

Needless to say I was being deceived, getting conflicting stories and the extreme runaround. Meanwhile my TV has been out of service for over a month now. I have been very patient up until now and I will settle for nothing less than a replacement Plasma TV (new). I have been a long time customer of Best Buy and their extended warranties (which I've never had to use) but that is about to come to an end unless a timely resolution is met.

John of Mendota, IL February 1, 2010

I bought a Sony Bravia Model 32L4000 from BestBuy and paid over 700 for it. The TV is only 17 months old and has vertical lines of color all through the picture. I called Sony and they said they only guarantee their product for one year but would be glad to charge me 99 dollars to look at it. So I called the store where I bought the TV, Best Buy,and asked if they stood behind the merchandise they sell. The answer was "NO" not unless you pay extra for their insurance. I will no longer Shop at Best Buy or buy Sony products.

jeffrey of Saginaw, MI January 26, 2010

i have a sony 55 inch lcd tv. i ahd the lamp replaced a year ago and it broke again. the tv service man called it in and said i was only covered for 1 bulb replacement. when i purchased the tv i specifically asked if bulb replacements were covered under the extended warranty and was told yes. this was important because this was also a floor model. now a few years later apparently best buy has changed its policy and only covers 1 bulb replacement. best buy no longer cares about its customers and the products its sells. i will never buy anything from best buy again.

Detlef of Sarasota, FL January 13, 2010

I bought a TV 55" on Jan. 5th 2010 and the delivery was Friday Jan 8th 2010. I refused the TV because it was with a wrong TV-Stand. The TV was in a dangerous forward position. We send the driver back with the TV and told them we will cancel the deal. Next day we went to the store and the told us, that the TV is inthere warehouse, but until it's back in the store inventory we will not get our money back (1500.00. Now we don't have our TV and no money too. After 3 days (Jan. 13th 2010) we went back to Best Buy and asked about our money. The same answer as before: No TV in store no money. This looks for me like a crime and has nothing to do with shop policy.

michael of smyrna, DE January 7, 2010

In November 2005 I purchased a LG 50" plasma television from the Best Buy in Dover, DE. At that time I also purchased the 3 year extended warranty. In May 2008 while watching the tv tere were 3 very loud "bangs" and the tv shut down. After contacting the warranty service the tv was repaired (after waiting almost 4 weeks). The repair cost totaled over 700.00.

On December 27 2009 while watching the tv there was a very loud "bang" and the set went dead again. I called the service dept and they advised me that my extended warranty had expired 10-31-09. I was very taken aback as I was never afforded the opportunity to renew the warranty. I pleaded my case but to no avail. On 12-27-09 I went to the Dover DE store to speak to someone in management there. The assistant manager was on duty but refused to come and speak to me face to face. He lept sending messages to me through a store associate. The assistant managers response was that this would be a corporate matter and I was given the corporate phone number.

On Monday 12-28-09 I called corporate offices of Best Buy and after 4 phone calls I finally spoke to a gentleman by the name of Tim. Tim advised me that this is a matter that would have to be settled at the store level ( here starts the perverbial runaround). I advised Tim that the store was the one who told me to call corporate. Tim became short and restated that it was a store matter.

That same day I called the Dover DE store and spoke to Glenn S., who I had been advised was the store manager. I explained my plight to Mr. S. and in a very matter of fact way asked exactly what I expected him to do. I explained that based on the circumstances I feel that the tv should be repaired at no cost to me. I make my request on the following. 1-The unit failed 2 times within a year and a half. 2- I was never afforded the opportunity to exten my warranty ( a review of my account with BB would indicate I always purchase the extended warranties). 3- I have been a very loyal customer of BB. This unit cost 4000.00 when purchased.

Over the last several years I have spent thousands of dollars with BB ( The dover store manager stated that my loyalty and purchases account for nothing in the overall scope of things). 4- Based on the performance of this unit it would be considered a "lemon". In closing I believe that BB should repair my tv in the spirt of good faith. I am sure in the overall scope of things it would be a negliable cost to them to do so and would go to great lengths to \keep a valued customer.

Deborah of Cary, NC January 5, 2010

I purchased TWO 50" Ambilight TV's three years ago. Now I have the red blinking lights and the TV won't turn on. I called Phillips who told me to contact a certain company to come fix it. GET THIS: I have to pay Best Buy 350.00 to come take the Tv off the wall so the serviceman can assess the problem! He charges 150 to walk in the door!

This is so wrong on so many levels. I paid a bit over 3,000 for each TV. I am more than disgusted and will never, ever purchase anything by Philips. I am out 3200.00 and a whole lot more money if I decide to have it fixed. 500 just to start with! This is so wrong!

Sean of Milton, MA January 5, 2010

Bought a plasma tv with a 300 extended service contract last year. The tv suddenly stopped working on 11/01/09. As of 1/05/10 it still hasn't been repaired! Our Christmas was ruined, as we bought our young teenagers an Xbox, video games , and a bunch of dvd's that couldn't be used.

After numerous times contacting Bestbuy, we have finally realized that we have been getting nowhere with them. The part STILL HASN'T been even ordered yet as of his date! YIKES!

Narotam of Arlington, MA January 4, 2010

Paid 1300 for package deal online that included a 40" Sony XBR8, Blue Ray DVD player and Home Theatre system. Selected a delivery date of 12/29/2009. However, only the Blue Ray DVD player and Home theatre were delivered on 12/31 and no sign of the TV. Money has been debited and held by Best buy from my credit card.

Several calls to customer service who have no clue whatsover. Different responses (you need to call the warehouse, TV is out of stock, don't know what's going on, will be delivered when TV is in stock). Some took my phone number and promised the delivery team would call back. January 4th, no idea when the TV is coming and no offer from Best buy to refund my money. What good is a DVD player and Home theatre when there is no TV to hook into? Best buy sucks...customer service sucks. They do not care and are out to loot customers and play with their money.

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