Best Buy - TVs

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David of Morgan Hill, CA August 26, 2009

Two years ago I purchased a 65 Mitsubishi rear projection 1080p TV. At the time of the purchase, the sales associate recommended the 4 year extended warranty. One of the benefits of the warranty, he explained, was their lemon policy. I was told if the TV ever required multiple services calls (I believe the magic number was 4) for the same problem, I would be provided with a replacement or a refund under this policy. So I ended up purchasing the additional coverage and went on my way.

Within a few short months, the bulb burned out. This was a little concerning as the sales associate explained that the lifespan for these bulbs was roughly 2 years. So I called Best Buy service and had to wait a week for a tech to be sent to my home. He confirmed the bulb was burned out, and It took another week for the replacement bulb to be ordered and installed. This same scenario has played out several times since the purchase date.

Recently, the bulb burned out yet again. When I called Best Buy customer service to report it and remind them that this has been an ongoing problem, they reviewed my records and confirmed that it was time to enact their lemon policy. I was told that a technician would be sent to my home to evaluate the problem and make a recommendation based on their findings. To my surprise, the technician who was sent to my home was not there to evaluate. In fact, he knew nothing about the history of problems I'd had with my TV. As he stated, he was simply there confirm that it was a burned out bulb and to place an order for another.

Another call to Best Buy was made, only this time I was told they would NOT be considering my case for replacement or refund under their lemon clause because the bulb was considered a consumable item. I explained to them that the bulb wasn't the problem, but a symptom of a problem elsewhere within the TV. A problem their technicians had not been able to nail down in the numerous service calls made to my home. The customer service rep was unyielding and insisted the previous rep had made a mistake and that Best Buy would not be honoring their promise to replace my defective set.

After speaking to a customer service supervisor, I was told I would be receiving a call from a service rep supervisor within 4 hours to review my history and discuss getting the issue resolved. The call never came that day. Or the next. It was two days later when I got a call from a rep telling me that they would (yet again) be sending a technician to my home to evaluate the TV make a determination as to whether it qualified for replacement or refund.

I received a call from the service tech this morning telling me the part wasn't in and he would need to reschedule. When I asked if he was still coming to evaluate my TV, he had no clue what I was talking about! Once again, Best Buy was simply sending someone out to throw another bulb in the set and go on their way.

In the two years that I've owned this set, I've had to have 4 bulbs replaced. Each time it takes an average of 2 to 3 weeks for the repair process to be completed. That's approximately 2 months that I've gone without use of the TV they sold me as a result of this ongoing problem. Each service call requires that I take time off from work to wait at home for a tech to arrive and tell me what I already know. It's ANOTHER burned out bulb.

I'm tired of getting the runaround. I'm tired of having to wait for weeks to have the same problem fixed every few months. Best Buy has gone out of their way to find reasons why they shouldn't have to honor their warranty and, in the process, they have left a longtime customer twisting in the wind. If Best Buy is unwilling or unable to make things right, I'm prepared to take whatever steps necessary to get results. I just hope it doesn't come to that.

Connie of liberty center, OH August 12, 2009

I purchased a samsung TV on Dec 8 2008 less than 1 year ago. I have had issues with it off an on since buying it. A month ago I began complaining to geek squad. They have replaced about every part in the TV. I have been 1 month with NO TV. Now they are saying they have to order yet another part. Geek squad has been at my home 3 times and now saying they have to come back again? They can't even tell me when they will have the part. This is wrong! I paid for this TV in good faith. I am angry that I have no TV. I have a credit card statement that is still coming in and a satelite TV bill for a month and no TV to watch it on. How can this be? I get 7 months of a TV that only works half time? Best buy needs to step up to the plate and make this right. Bring me a new TV and take back this junk!

Joanne of Albertson, NY August 12, 2009

I tried to purchase a television they had advertised online for 9.99. It was a Samsung 52" LCD T.V. I attempted to place an order of 3 tv's but had difficulty with the website. I tried to contact the company and was not able to reach them. The phone would ring, put me on hold, and then disconnect. I then tried to have them contact me with a feature they have on the website, I received an automated phone call, was placed on hold and shortly after was disconnected. This happened numerous times!

Angelica of West Hills, CA August 7, 2009

On 9/2/06 we purchased 65" Mitsubishi TV and with that we also purchased a 4 year warranty.On 2/15/08 TV stopped working and the Best Buy service man came to evaluate the problem and determined that the lamp need to be replaced and at that time it was replaced. On 3/23/09 the TV stopped working again and we called Best Buy again they send technician from SoCal Tech., they found that the problem is with the lamp and it was replaced. On 6/25/09 same problem and the lamp was replaced by same technician.

On 6/27/09 SoCal Tech called and informed us that Best Buy requested to "Intialize TV and replace the lamp again. On 7/23/09 the TV stopped working again we called Best Buy and they finaly showed up on 7/27/09 instead of 24th as per appointment and determined that the lamp need to be replaced AGAIN and informed us that they don't have the lamp in stock anymore and that they will have to order it from manufactury.

I have tried to speak with many people in Best Buy about the constant problem and finaly when I spoke the usless supervisor and got many excusess again and that there is nothing she can do and the lamp is not in the policy. When I asked her to speak to some one above her she said that there is "no one above her" and that it might be a few more weeks until we get the lamp replaced. At this point I want my whole TV to be replaced and I am begging you to help me with this unresolved issue.

Jane of Purcellville, VA August 4, 2009

55" Toshiba TV has a terrible sound, that echoes and vibrates. I paid extra for service and they don't want to exchange until the techinician says there is no fixing. I am waiting for ever for someone to come and I would rather get another tv instead of trying to fix it.

sandy of pittsburg, CA July 24, 2009

Besy Buy was the last place we wanted to buy our tv but they had the best price. Buying was not the problem; what was promised and then not included was.Brought the new tv took out the old asked what was wrong with it? Duh no picture. Then set up the new tv by plugging it in and handed me the delivery slip to sign. Hey what about setting it up. Cost you 300..So as a senior (of 72) I was really surprised what an attitude. This is what the salemans told us they would do NOT..Lucky my husband knows how to connect tivo etc.anyhow I still do not like Best Buy..amen

Randall of Indianapolis, IN July 8, 2009

We purchased a LG Plasma TV in 1/14/07 and 2 days later purchased the service plan. The TV stopped work in June of 09. Called Betbuy and arranged to have a tech come out and servicethe TV. When I asked if there would be a charge she said no yuo have a service plan. She gave me the service plan number and the dateof how long it was good for (1/14/2011). He said he had to order some part and would be back in 2 week to install them. All covered under the servoce plan.

When the part where install the TV still didn't work. The tech then said they would replace the TV. Later he called and said they have no record of me having a service plan and they would not replace my TV. I called Bestbuy and they assured me I had a service plan. After getting sent to several different people they said their system shows I have aplan but that it dosen't show the date I purchased it. So I had aplan when only parts needed replaced but it disappeared when it came time to honor it and replace the TV. 3 hours out of my life I can never get back and the stress of dealing with Betbuy and having a 3000.00 broken TV

Lucy of North Royalton, OH June 5, 2009

I purchased from Best Buy in Cleveland Ohio a LG 52 Flatscreen TV along with surround sound, DVD, CD player on December 5, 2005. Our TV will be 5 years old in December. We have had to replace 3 parts which is the entire inside of the TV twice in 2years. The TV on both occasions, popped very loud and picture vanished last May, 2008 and again May 17, 2009. Repairman was supposed to arrive on Thursday, May 21. I took a day off as that was the scheduled appointment that I made with the customer service person.

I got a call from the servicemen that Thursday morning as I thought he was going to tell me an approximate time he would be arriving. He asked me what the problem was with the TV, I told him and he said there is no need for me to come to your home, I know what the problem is and I will just order the parts. We did take out the extended warranty but that will expire in December, 2009.

I've been on the phone with Best Buy explaining this situation and all I get is the run around. I've been told yes, it could be a malfunction or a manufacturing problem. If this continues than we will have someone check into it. If it continues, that is unacceptable. They want me to take out another extended warranty which I should not have to pay nor can I afford the out of pocket expenses.

The LG Television is NOT 5 years old. There is definitely a problem with the TV. This should not be happening with a TV at the price I paid for it. I've known people to have the same TV for over 10 years without any problems. I talked to someone in customer service at LG and they are telling me there is nothing they can do. I paid over 2,000.00 for this TV and I can't afford to purchase another TV. I am replacing 2 mother boards in 2 years. Something is definitely wrong! Two servicemen came out to my home on Wednesday, June 3rd. The LG TV was taken apart and 2 of the 3 parts were replaced. The 3rd part was ordered incorrectly therefore the TV is now laying on my dining room table as of Wednesday, June 3rd. waiting for the part to be delivered and waiting for them to call to make another appointment to install it. I've missed 3 days of work not too mention have not had a TV in over a month. I tried to contact Michael Ahn or someone from your corporate office to let them know of the problem I am having. In fact, I have pulled several complaints that were on a website for the same exact problem and purchased in 2005 that I am having. I know LG stands by their product and that is one reason I decided to purchase the TV, I’ve had an LG cell phone and I have 2 LG cordless phones. I did contact he Better Business Bureau and also the Attorney General Office today but was advised to contact you first , the corporate office before taking this a step further. I would like to talk to someone in your corporate office but can only talk to the customer service department which is generic answers. I hope you will have the courtesy to read my email and reply in a timely manner so I can resolve this problem. I thank you in advance for your cooperation and hope to talk or receive a reply before Thursday of this week. As I stated above, a technician will be arriving on Thursday of this week and I would like them to be aware of what I plan to do if I do not hear from you. I do not want this to go any further but I need to think ahead as I do not want this to happen again. As you know, the parts and service calls are very expensive. I hope you understand my situation.

Brad of Aurora, IL May 22, 2009

I purchased a television at Best Buy on 5/17/2009, and entered an agreement with them to have it delivered on 5/22/2009. The morning of the delivery, I received a phone call from Best Buy stating that they would not be able to deliver the television today, that there were none available.

I contacted the Best Buy corporate office and explained the situation with them. They investigated, and found that there were televisions available at the local warehouse. Shortly after learning this, I received a call back from the Best Buy where I had purchased the television. They informed me that they did in fact have units at the warehouse, but that they could not deliver one until Monday. I asked if it is possible for a customer to make a purchase today, and go to that warehouse to pick up the item. I was told that it is possible. When I then asked why couldn't one of their installers go to the warehouse and pick up the television, I was told that it was not possible.

Best Buy entered into an agreement with me last Sunday to deliver a television today. They are lot living up to their end of the agreement, and worse, have lied to a customer. I took this day off from work, and am losing a significant amount of money while waiting around for a service promised by Best Buy that they are not honoring.

genevieve of gilroy, CA May 4, 2009

We bought in 12/15/06 a toshiba 50" plasma,on 11/07 we had to have a in home repair, Best Buy sent a repair man,The Y Sustain Board went out!The repair man said this is a exspensive repair of 500.00 for the part only, and that we where lucky we where under factory warranty!Well then in August 08 the TV did the same loud crackling noise then broke again! I called Best Buy and they would not help they said to call Toshiba and I did.I spoke to Dale Thompson,Supervisor on 1/9/09 because we felt TV repair was not done correctly Ive been told by TV repair Companies Best Buy should have repaired ALL the boards because they are all connected and this could be a srtong reason why it went out again in the same way!!!!TV repair shops in my area have ALL said the same about replacing not one board but All tha boards!!!I was told that it was very likly anothermain board is causing this Y board to go out again.WE havent had it fixed due to Costly repairs and feel we where sold a Lemon!!!We want Best Buy or Toshiba to replace due to we where not told to buy an extented wannanty because there are alot of problems that Plasma's may have!!!!

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