November 23
I purchased a Sony 46" KP46WT510 HDTV, as well as the 4yr extended warranty, on November 23. It has been a great TV up until July 22 of this year. I turned the TV on one morning & the convergence was all messed up. It looked as though I were watching a 3-D movie with out the glasses.
-July 22
I promptly located my Best Buy Performance Plan brochure I purchased for just such an occasion & called the 1800 number. I described the problem to the rep who informed me a local tech would be contacting me the following Tuesday, July 24.
-July 24
The Tech, Greg, did contact me on Tuesday & I described the issue. He was very helpful & leveled with quickly stating the problem was a common once requiring a part he did not have. He explained he would order the part & Best Buy would call once the part arrived to setup a time for him to repair the TV.
-July 26
Having heard nothing from Best Buy, I decided to call the 1800 number to inquire on the status of my repair. I was informed that the part was on back order & was scheduled to ship the following week, August 2.
-August 2
Best Buy leaves 2 messages on my home phone stating that the part is still on backorder with a new ship date of August 10.
-August 11
Having heard nothing from Best Buy I again call the 1800 number & inquire about my repair & part. The rep informs me that the part has a new ship date of August 16. I ask, "How long is it until Best Buy calls it quits on the part search & decides to replace the unit?" The rep responds with a 45day waiting period from the date of the initial call.
-August 11
The same day I help a buddy's father pickup large TV from, of all places, Best Buy! While there I explain my situation to sales rep who plainly states to come in, with the receipt & speak with a store manager. She's hoping that the manager will step-up & do the right thing. The same day I again call Best Buy's 1800 number & explain what the local sales rep has stated. He's basically says, "good luck".
-August 12
I again return to the local Best Buy store in Tallahassee, FL. I approach a sales rep with my predicament & he offers to explain this to the store manager while I'm present. The Store manager states that his hands are tied & that I must wait until Performance Plan division releases a payment for the broken TV.
I call the 1800 number while at the local store & ask to speak with a supervisor. I explain my situation & inform him of an earlier conversation I had with a warranty rep as to limitation of a 45 day waiting period. He contradicts the previous rep's statement saying they review all cases on a "case-by-case" basis. He plainly states that he has seen many cases go beyond 45 days with no resolution. But, he explains, after 45 days your case goes under review which can take up to 3-5 business days.
After hearing this I ask to speak with someone about filing a formal complaint. I speak with Courtney who listens to my complaint & apologizes for the lack of service I have received. She also clues me into to calling the warranty department every 3-5 days.
-August 13
I again call Best Buy to inquire about my case. I get no where quick & again am told that the part is on backorder & is scheduled to ship on August 16.
-August 15
I again call the 1800 number to inquire about my case. I am now told that my part is on backorder with a ship date of August 21. I ask to speak with a supervisor. Terry informs me that not only the 45 day limit is not true but that AIG's statement of a 60 day right to file a claim is not true either. Terry, claims that I do not have a 'claim'. I ask Terry, "what is a claim"? He refuses to tell me.
At this point I am furious! I ask him to "please" transfer me to customer relations so that I again my file a complaint. To which he says, & promptly hangs up! I have never been so pissed!!! I did finally get in touch with customer relations & did file another complaint.
So here I almost a month without a TV or a part &, having received the worst costumer service ever, am unsure whether I will ever get me TV repaired or money refunded. I have filled complaints with both Best Buy & Consumer Affairs. DO NOT purchase any warranties from Best Buy, Those individuals you are in charge are up to fraud if they can get away with it. I may have to hire a lawyer soon just for the principle of it all.
Sikruis
Tallahassee, Florida
U.S.A.
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