I purchased a 43" Samsung TV along with a 4 year Performance Service Plan on 02/19. The TV became inoperative the latter part of September and on 09/21, was picked up by Telestar Service Inc., for repair. After 4 phone calls to Telestar and talking to 4 of their personnel ("Laura", "Vinney", and "Jerry"), the TV was repair and returned to me on 10/24.
The TV started malfunctioning again on or about 11/06. I called Best Buy and talked with "Amanda" on 11/14, informed her I needed repair on my TV again but I did not want Telestar repairing it because it took them 31 days the last time. She said she would send a fax to Audio Visual Repair Service authorizing them to repair the TV. Also, I told "Amanda" that I would be out of town until 01/04. She said that when I return call Audio Visual Repair to have the TV repaired.
On 01/05, I called Audio Visual Repair and talked with "Paul". He said he knew nothing about the repair and for me to call Best Buy, which I did at 11:10 AM. I talked with "Carrie" and she said she would send a fax to the repair shop (Service Contract #9459565).
I called Audio Visual Repair on 01/08, and talked with "Paul". He said he hasn't heard anything from Best Buy but that he would contact them. On 01/11, at 2:25 PM, received a call from "Don", Audio Visual Repair, who said he hasn't heard anything from Best Buy but he was going to send them an email. At 2:40 PM, 01/11, I called Best Buy and talked with "Margaret". She said as soon as "Don" (Audio Visual Repair) hears from Samsung he will let me know.
At 3:50 PM, 01/18, I called "Paul" (Audio Visual Repair) who said he has not received an authorization to repair my TV as of yet.
At 4:15 PM, 01/18, I called Best Buy and talked with "Vickie" who was unable to assist me. I then talked with a supervisor named "Cheryl". She said she was going to call the Replacement Department on 01/19, and have them expedite the paperwork and that I would definitely know something not later than 01/26.
Not hearing from anyone by 4:30 PM, 01/26, I called Best Buy and talked with "Shannon" and then "Clint". Neither one of these individuals could help me, therefore I talked with a senior supervisor by the name of "Landon". He said he would get right on it and I would have an answer by next week and further, this entire incident would be completed to my satisfaction within 2 weeks. He even gave me his personal phone number in case I had to get a hold of him (406-455-8070).
At 4:00 PM on 01/29, "Don", Audio Visual Repair, called me and said he was unable to contact anyone knowledgeable of the situation at Best Buy. He said he was going to send them an email with the repair cost.
Received a call from "Don", Audio Visual Repair, who stated he tried to contact "Landon" (Best Buy) several times the last 2 days but was unable to reach him. He also said he sent another email to Best Buy detailing the cost of repair based upon his examination and evaluation of my TV.
On February 5, I typed and mailed a 4 page letter to: (1) Best Buy Corporate Headquarters, (2) Best Buy Corporate Customer Care, and (3) Best Buy.com Customer Care. No answer has been received to date. On 02/09, I am going to hand carry a copy of this letter to the store manager at Best Buy, 6025 E. Broadway, Tucson, AZ.
As of 8:00 PM, 02/7, I have not heard a single word from anyone at Best Buy regarding the repair of my TV.
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