Best Buy - TVs

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Matt of Apple Valley, MN March 9, 2010

I purchased a 46" 120hz lcd tv in Jan 08 and now have had to have the main power board replaced twice. The first time was in May 09 and i have just scheduled the second capacitor replacement this week. I paid 2400 for this TV just over two years ago and I cannot believe they havent recalled these televisions by now.

Zebulon of New Bern, NC February 27, 2010

Refused to replace T.V. Was not told about courtesy delivery. Was told several times that I was talking to corp. when I was not! Have spent the past 3 1/2 hrs. on the phone getting the same robotic answer. I just want customer service. Not a run-around! Phone time, humiliation, a loss of time, loss of 2,100!

Scott of Somerset , MA February 27, 2010

I bought a 200 Insigna TV from Best Buy recently. The TV was sold AS NEW. Upon opening the box, I noticed that 1) the batteries were in the remote already, 2) some of the wires and such appered to have been previously opened (on of the boxes that had the wires was ripped open) 3) the plastic protective strip was somewhat removed, 4) the power connection in the back was loose, and caused the TV to shut off randomly, and 5) the welcome screen that shows up on that type of TV didn't show up (and the manual stated that it would show up when the TV was turned on for the first time). I brought it back the next day and returned the TV.

However, no one belived that it wasn't a new TV. I called the hotline, and after they spoke to the Dedham branch manager, they told me that it was impossible that I was sold a used tv as new. The person I spoke to stated that because there wasn't a scratch on the tv, it was new. They basically called me a liar. Based on that reponse, I will never purchase any major electronic from them. I wouldn't know if it was truly new or of it was repackaged as new.

david of san ramon, CA February 14, 2010

we had purchased a plasma tv, necessary parts to install as well as the geek squad service charge (449) to install on a specified date (dec 23). the tv arrived, saying the guys were coming to install, we waited all day-they never came. when we called, they never had our name in the system for the service. I got the run-around on the phone, different people, different depts, for 2 1/2 hours! Got nowhere, they wanted to reschedule for Jan but that was impossible for us as we were traveling, we just requested our money back. Called again, it was like starting from square one...having to explain everything, even tho I had a case number, etc. I have never been so furious in all my life. Then they said to look for the credit end of Jan, it takes awhile...no credit. Now pursuing thru their cust svc link on website, no response.

This is what we last sent Feb 5th: Regarding Order # BBY01-316606000056. "This credit should be for 449 plus tax being the cost of the Geek Squad Advanced Home Theater Setup. This was originally scheduled for Dec 23 and when the installer did not appear we called on that day to be told it was not scheduled in your system. We cancelled that portion of our order in exchange for a credit. We explained at the time to a customer sales agent or supervisor in .com sale called Debbie that we lived overseas and needed the install as originally arranged with the sales agent Shannon who we ordered from by phone, prior to Christmas. The alternate date offered in January was not acceptable as would be returned overseas. Pending resolution of this matter, I have disputed the 449 charge with my credit card company as no refund has yet appeared on my statement. Please advise"

To top it off, when we were traveling in Jan, we picked up voicemail from home...only to find 2 msgs from best buy confirming our rescheduled geek squad date...I never scheduled it, never asked for it, in fact, refused it...all I want is the credit, that is all. I'll never deal with Best Buy again, can you help us? Thank you.

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.

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