I purchased a Westinghouse 32" LCD TV from Best Buy in 2005. When I purchased it I was also offered an extended in home warranty which I bought. It was presented to me as a no hassle, prompt action, repair/replacement insurance that was worth the $400.00.
I started having problems with this TV late October. The TV started having splotches on the screen that seemed to grow. I called Best Buy concerning this problem on 18 November. The technician scheduled me for an in home visit on 5 December. Their reasoning for not being able to schedule an appointment for earlier than 3 weeks is lack of manpower. I received a call from Best Buy on the morning of 5 December. The technician had called in, and there were no other technicians available; they also stated that they need to reschedule and that it could be another 2 weeks before someone is available. They told me the alternative was to schedule an appointment for a week later, (12 December) in which a 3rd party repair center would take care of the repairs. I accepted this appointment.
I received a call from (the 3rd party) on the evening of 11 December. They explained to me that they had scheduling conflicts and would like to reschedule the visit. I told them that this was not acceptable at all. They kept the appointment and they service technician visited us on 12 December. The technician took a look at the TV and decided that the back panel was seperating from the front panel. He wrote on the work order in the Service Performed block "Needs Panel" and "2 Weeks". This turns out to be abigous since he did not explain what 2 weeks meant.
I called Best Buy on 15 December to find out what that status was. At that time they stated that they had no status and that I needed to give this 3rd party 3 business days to update their records. Since this call I have called Best Buy on 6 occasions and have spoken to 9 seperate Best Buy customer service reps to deal with this. I have been told that the parts have been ordered, then I was told they never were placed on order, they also told me that no one knows for sure until the 3rd party is contacted. As of the 26 of December no one knows the status of the repair or part, including myself. It has been over 5 weeks and the TV is still not repaired.
The bottom line is I paid $400 for an "insurance" policy that does not seem to deliver. I have received misinformation and the run around and my TV still has growing splotches.
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