I believe the situation I am about to describe below has been brought about by some unfortunate consumers as well. The ordeal they have faced is exactly the same I am currently going through.
I bought a TV 36' Sony from Best Buy January and bought the Extended in home service plan for another $ 400.in July of this year the TV started acting strange and would not turn on using the remote or from the button on the TV. This problem was intermittent until a few days later the TV dies completely.
I called the best buy warranty department and was informed that there was an appointment available for a technician to come home after 10 days on the 21st of July. I had to oblige. The technician was nice and informed that two parts had gone bad. A board and an associated DMD device. He said he would place an order and I should hear back from Best Buy in 3-5 Business Days. I did get a call back which infromed me that the part would be shipping on 31st July and I would get another call once the part was recieved.
I got no call till the 3rd of August and decided to call them back. I was informed that the part was on back order and it would be shipped on the 31st of August. An immediate jump of 30 days. I was pissed and decided to speak to the supervisor. Her name was Tanja and said that she would do her best to expedite the process and I would hear back within 3-5 business days. I did get a call and they said we are working on it and thats it.
I called them again today to see if something had been done and talked to another supervisor Kyle. He said there was no mention of expediting the process on the notes on my account and whoever said that it was possible was mistaken. There is no way for them to do anything about this and he was adament about that. I requested him to do something about it and he just continued with the same message that nothing can be done at this moment but to wait.
I asked him what if the part does not come in till the 31st? He said then there would be a request sent to another department on the 5th of September (after 45 days of the Technician's visit) for a review on the replacement of the unit. He said they may approve the replacement. I asked him what if they disapprove it? He said well then we would just have to wait for the parts and fix the unit. What a policy??? They need to review their own policies???
This is all bogus. Nothing is going to happen. They will let the TV sit in my living room until I give up calling them and may be some day they might fix it at their own convenience. I forgot to ask them one thing though. If these delays are not my fault, shouldn't my warranty period get extended automatically??? I believe I have had enough of Best Buy.
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