I purchased a Samsung 42 inch HD plasma TV on 9/15 for $ 1800. I specifically told the sales staff that I wanted to get the TV to watch football this year in HD. They did not inform me I would need a new Directv dish to get HD signal. They also told me that they would expect such a TV to last five to seven years. It took six weeks to get the new dish installed.
After the dish was installed, the TV looked great in HD for a couple of weeks. On 11/10, I was watching the TV. The plasma started dripping from the top of the TV to the bottom. The unit died within two hours. Best Buy refused to allow for a return despite the fact that this situation obviously violated the Illinois Commercial Code with regard to implied warranties of merchantibility. As if it is reasonable for a merchant to sell a television set for $ 1800 and have it be in working condition for less than two months. Keith, the store's general manager at the Best Buy, tried to sell me an extended warranty retroactively for $ 400. Give me a break!!! Its almost laughable that the guy had just sold me an $ 1800 TV that did not even last two months and now he wanted more of my money. Keith also told me that he could not give out his last name and could not put me in touch with his direct supervisor. He told me to call the 888-Best-Buy number. Of course, they just give you the standard answer regarding their policies.
I then called Samsung, who contacted Best Buy customer service. Best Buy then sent out a service guy who confirmed that the TV was "dead." Samsung acknowledged that the TV was still under their one year express warranty. Samsung called me a few days later and told me that I would receive in-store credit from Best Buy. A couple of days later Best Buy called and told me that they would not give me in-store credit but would only exchange the TV for the same model. I obviously did not want another TV that was just like the one that had died. I wanted another brand or possibly an LCD, which I thought might last longer. Best Buy told me that it was their policy not to give in-store credit regardless of what the manufacturer wanted them to do. I asked why. They could not answer. Eventually I got a customer service supervisor named Will that told me that was the policy and he did not care what the reason was for the policy. He was extremely rude. He said I could not have in-store credit and that I should have bought the extended warranty at the time of purchase if I was worried about the Samsung breaking. Will also told me that I could not speak with his supervisor and that I could write letter to Best Buy in care of "Will's Supervisor" if I wanted to contact his superior.
I had never purchased a TV before that did not last at least five years. I would not have purchased the TV in the first place if I had known that there was problems with plasma TVs. I don't want to get another TV just like I had and have it break after the manufacturer's warranty expires. Even though there is implied warranties, it is going to be a real hassle getting anything done because Best Buy refuses to acknowledge those warranties. I don't want to have the same battle with Samsung if I just exchange the TV for the same model.
I have filed a complaint with the Better Business Bureau, but Best Buy did not respond to their first notice. I just want in-store credit or a refund of my money. I think that is very reasonable considering the fact that this TV cost $ 1800 and lasted less than two months.
I believe that Best Buy should change their name to "extended warranties" because that is all they are interested in selling. They seem to have forgotton about the implied warranty of merchantability in addition to other implied warranties.
Ted
Sycamore, Illinois
U.S.A.
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