I started calling BB customer service to get my Sony DLP 60in TV repaired on 2/22/09. After 3 disconnects I decided to wait until the next day. After 11 disconnects I finally got a human.
He put me on hold ONE HOUR while he arranged service for the Friday the 26th with a local repair shop who was to call Thursday evening to confirm. At 1:00 pm Friday we had not heard from them so I called the shop and gave them the confirmation # supplied by BB.
The lady informed me that they did not come to my area of town except on Tuesdays and Thursdays, so we set it up for Tuesday 3/2/09. Turns out BB never ordered the part so they did not come.
About 3/11/09 I finally went into my local BB store and spoke with the manger who tried to call customer service and was disconnected 3 times, finally finding out that they ordered the part 3/9/09,2 weeks after my initial call.
No one ever came out because I told them what was wrong with it since a box comes up on the screen saying the bulb needed to be replaced. So this is the part that they scheduled to be replaced, but NEVER ordered it.
BB local manager has attempted to get my TV replaced but their policy is that if it takes more than 30 days to get the part then they can't replace it, it doesn't matter if they take 6 months to order it, the 30 days if from the date they order the part!
Well the guy finally came out on 3/26/09 and said that some other thing was wrong and he would have to get approval and that usually takes 5-10 business days AND he did not replace the bulb since other things needed to be done but the TV is still working but picture is dimmer and dimmer regardless of other thing that needs to be done.
So here it is 35 days after my initial call and still no repair. I paid $2,700 for this TV including extended warranty! I spend thousands of $ there a year, I'm a Premier Silver Rewards customer (requires you spend $2,500 a year) and I have spent over $10,000 there in the last 6 months (go ahead call me stupid).
I ask the local manager for the district and regional manager name and phone #, he claims he doesn't know. I ask for contact info for corporate office... Don't know that either!
I googled and got all the officers names at corporate and will send them ALL a certified letter, it also said that the regional manager meets with all the store mangers regularly... Hummmm this local manager has been manager for 5 years and he's never met with the district or regional manger and has no idea how to contact them?
I think I'm being fed a line of BS and will not stop until this issue is resolved. I am also going to report this to the Better Business Bureau.
Now have to find a new place to give my $ to.
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