Best Buy 4 year service protection plan GONE BAD
I bought 50" Plasma LG TV from Best Buy on Feb 26th for the sum of $3,299.99 plus tax along with the 4 year Best Buy warranty (AIG WarrantyGuard) for the sum of $399.99 for a total of $3699.98.
On July 3rd 2007 the TV blew up. Called Best Buy and the scheduled it to be repaired on July 5th. Dealer Electronics came out per the warranty and took the TV. I had NO contact from Best Buy or AIG until I called on July 13th to find out what was going on. I was told that the TV was being tested and it would be 3 more day.
I then get a call from the repair facility say the TV was done and they wanted to deliver it. I stayed home and they delivered the TV at around 11:00am. Checked it and they left. 3 hours later the TV blew up again. I called Best Buy (AIG) and they said for ME to contact Dealer Electronics, which I did.
On Monday July 16th they picked up the TV again and I was told that LG TVs had a problem with this and it would exceed the cost of the TV to repair it and that I should call Best Buy (AIG) and tell them this. At this time I called Best Buy (AIG) and advised them of what the technician said. I was advised that they would have to submit it to the buy out people and it would be 3 to 5 business days and they would call me.
On July 24th I had heard nothing from Best Buy (AIG) so I called them again. They advised me that nothing had been submitted and that they had not contacted the repair facility as of yet and could not get a hold of them by phone so they had emailed them.
I called the repair facility and got right through to the technician and was told that they had contacted Best Buy (AIG) a week ago. I called Best Buy back (AIG) and advised them of this. They dam near called me a liar and said they had no record of this and I was mistaken.
I asked them to call the repair facility while I was on the phone and she did getting right through to them? Funny how she got right through now but could not get through for a week prior.
She then advised me that she would submit this to the buy out people and it would be 3 to 5 days for approval. On July 27th I called Best Buy (AIG) to find out what was going on and was advised that they were waiting for the buy out people to contact the repair facility to see if the TV could be repaired? (WHAT?) I advised them that they already had that information and was told it didn't matter and they were waiting for an email to be returned from the repair facility?
I then got a phone call later that day from another repair facility asking when they could come out and pick up the TV because Best Buy (AIG) had sent them an email asking to find out what was wrong with the TV. THEY EMAILED THE WRONG REPAIR SHOP!
I called again and asked for a manager and was told that the manager was unavailable and someone would call me back in 1 to 2 business days. I called back again and asked for a manager and was put through. I advised the manager of the situation and was told nothing could be done. I asked for her manager and was told that she would have to call me back because they do not put phone calls through to her.
I then called the Best Buy store in mesa where I bought the TV and advised them of the situation. The assistant manager was very concerned and took all my information and said that he would call be back today after he did some research and contacted the warranty company. He did call back as promised and told me that it was going to be handled today and I would have an answer.
I got a phone call back from AIG the same day advising me that she had talked with the manager at Best Buy and then I was told that everything was submitted and that it would be 24 to 48 hrs and something would be done. This was July 27th.
On Aug 1st I called to see what was going on and was told that it was with the buy out people and would be 3 to 5 working days. I asked for a manager and was transferred. I was then advised that the main manager that I had spoke with before had just submitted the paperwork that day and that they were now searching for a cheaper part price to repair the TV? And they would contact me Monday Aug 6th to let me know what was going on.
This has been 28 days as of this date and will be 33 days on Monday. I have been lied to on so many occasions I cant count them all and I have spent 9 hours on the phone with these people and I still don't know when I will get a TV!
Either these are the dumbest people on the planet or they are just stalling day after day so they dont have to pay a claim. This manager not only lied to me but she lied to the manager of the Best Buy store as well. (AIG is American Insurance Group)
NEVER AGAIN and Best Buy has lost all my business! Too Bad maybe they should get a new insurance before they lose all their business.
Now I contacted LG directly and they want to know what is going on and to check the TV. As of this date I have had no return calls since July 30th from Best Buy or AIG.
Mike
Chandler, Arizona
U.S.A.
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