About 2 years ago we purchased a 50" TV, surround sound, and 4 yr. Extended service plan from the local Best Buy store. We spent $3,400.00.
The trouble started about 5 months ago when we changed cable providers and the surround sound failed to play the digital sounds in any manner. I called the Geek Squad, paid $100 dollars and they came to the house, said they had no idea why... And left. I called the store manager and they apologied but offered no further assistance.
On 12/03/08 the TV screen simply "died", sound (not surround) but no picture. We called the 1-888-Bestbuy number and eventually found someone to acknowledge our valid service plan and set an appointment 8 days later to come to the house.
The Geek Squad arrived when scheduled and said there were probably some defective parts. He made an internal adjustment which seemed to get the picture back and then he left. The picture went out again in about 2 hrs.
The next day we called the 1-888 # again and finally got another person to order the parts listed as probably defective by the Geek Squad guy and set another appointment 8 days out to repair the TV.
A new Geek Squad guy arrived with no parts, had no idea what occurred before and said many parts were defective. He told us to call the 1-888 # and promised he would order some parts... And he left.
Many phone calls later, the 1-888 #, the local store, and finally corporate and we are left with the following 1) we have to wait for the parts to arrive which are supposedly ordered 2) they will call us when the parts arrive 3) we must then call the 1-888 # to get the Geek Squad to respond to the house hopefully to fix the TV 4) the compnay has policy, even with the service plan, to attempt to remediate the proble for 4-6 weeks before we can request another course of action 5) we are not clear and corporate will not confirm what the next course of action is.
Buyer Beware at Best Buy. The service plan is a joke. The Geek Squad is inept. Coorporate Policy is more important then customer service.
Bottom Line. About 1 month without the 50 TV (probably no great loss in the scheme of things) and we don't even know if the parts are truly ordered this time. There is a priciple here which I beleive is important. Best Buy apparently doesnt.
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