Best Buy - Geek Squad Said warranty would cover... then changed their mind!! Fort Worth, Texas

On June 6th, 2008 I purchased a 4 year extended service plan along with a 65" Mitsubishi television at a Best Buy location near where I live.  About 1 year later, in June 2009 I noticed some discoloration on both sides of my screen at the bottom that appeared darker then the rest of the screen.  I contacted the warranty services company, Best Buy's Geek Squad, who after verifying my information and location scheduled a technician to visit my home and determine the problem.  A technician by the name of Mike Carlson examined the set, asked me when I detected the problem, and determined the specific parts that he would need to order.  He then explained that my extended warranty would cover the damage, and it would take a few days to get the parts in.  I never heard back from them, so after two weeks, I phoned the Geek Squad number again and was told that the parts were in, and asked if I would like to schedule the repair.   I then scheduled a date and window of time for the tech to return.  When on that date he did not show up, I phoned again and was told that the tech had called to reschedule.  I never received this phone call.  Once again I rescheduled the appointment (Once again, also taking off work).  Finally, two technicians arrived at my house and set about taking apart the television.  The other technician's name was Joe Thompson.  Joe and Mike started arguing about what they thought had happened.  One seemed to think that humidity in the air had caused condensation to build between the two screens; the other thought that it was some sort of syrup or soda.  They then informed me that they could not replace the screen because of liquid damage, which they said was not covered by my warranty.  This is taken from Best Buy's own website:

Performance Service Plan (PSP)

This fully transferable plan includes prompt, professional product service. Coverage begins the day of your purchase, and includes:

    * Protection from dust, heat and humidity

    * Failures due to normal wear and tear/usage

    * Failures due to power surges

    * Full parts and labor

    * No-lemon guarantee

The coverage DOES cover condensation/humidity, and one of the technicians seemed to think that it may be condensation.  But of course it was determined to be something the warranty didn't cover.  They left telling me they would do me a favor and not charge for the labor if I wanted to pay the $310.00 COD charge for the parts.  I told them I didnt have $310.00 but I DID have a $250.00 extended service plan and Mikes assurance that my issue would be completely covered.  Mike got defensive and said that he had only said that earlier because it was at the end of his day and he wanted to get home.  They put my TV back together and quickly left.  I contacted their supervisor, Walter, who when I explained that his tech had assured me it would be covered said that if they kept the tech's word that he would be personally responsible for the cost of the screens.  Although that seemed a bit unlikely to me, he said he would look into the matter and call me back.  He didn't call me back, and after several unanswered calls, when I did contact him again, he informed me that perhaps someone could "clean" the screens carefully and thereby avoid the cost of the new screen.  I asked him who could do this and he said he could, and that he had done it before.  He suggested that perhaps to correct his tech's mistake he would come out and perform this repair on his own time later that week.  When I called him back he said to call him the next week.  I have left several messages for Walter, and now believe that he was waiting for me to offer to pay him for this.  

On 10/9/09 after over 3 month's without my television, I called Geek Squad and spoke to a representative who read over my notes, confirmed Walter's observation that his tech had misinformed that my television would be covered and repaired under warranty, and informed me that there was nothing she could do.  I asked to speak to her supervisor, and after some time on hold a manager by the name of Jessica spoke with me.  After listening to me detail what had transpired over the past 3 1/2 months, she apologized and asked me to allow her some time to look into the matter.  I thanked her, and she promised to call me back "soon".  Of course, I haplessly waited again to no avail for a return phone call.  Three weeks later, I again contacted Geek Squad trying to speak to Jessica again, but they informed me that they weren't sure who she was, and that in order to speak to a manager, I would need to talk to them first.  After going through the whole story again, she apologized and said she wouldnt be able to help me, but she would get a supervisor for me.  After again listening to the hold music that I knew by heart, I spoke with Jeanne, once again after explaining my situation, said there was nothing she could do for me.  I asked if she had a supervisor and after more time on hold finally spoke to "Kim" who would not give me a last name but her badge number, 205444.  Kim asked me to recount from the beginning what had happened, once again apologized, and told me the repair could not be covered, and that if I wanted a second opinion, I could pay for a different tech to come out and inspect my television.  I asked to speak to someone else, but she told me she was not allowed to give out any information about her supervisor, and that she was the "end of the rope" for me.  I asked if she had a consumer relations department and she said yes but would not transfer me there.  She instead offered a Best Buy P.O. address and advised me to write about my concerns there.   This brings me to where I am now. 

After purchasing a $250 warranty  that clearly states on the brochure I was given at the time of purchase, Protection from accidental damage (when you read the fine print it says see Terms and Conditions - which I was never given a copy of), after speaking to 11 different representatives for Geek Squad, none of which would honor what was promised to me, and after 4 months without my television, I find myself on their website, reading these Terms and Conditions for the first time, just to see if I have a legal case in order to get my TV repaired.   What ever happened to keeping one's word?  I understand that my warranty does not cover liquid damage.  But NO LIQUID WAS SPILLED on my television.  I don't understand the problem as well as a tech might, THATS WHY I TOOK MIKE AT HIS WORD when he said the problem would be covered and repaired under warranty.  The fact that there is no accountability in this company, coupled with the unprofessional manor that Mike, Walter, and Jessica treated me makes me wonder what ever happened to customer service.  I will never again purchase a Geek Squad product, service, warranty, or repair, and the fact that Best Buy is connected to them makes me think twice about buying anything there as well.  All I want is my television repaired and back to normal.  That will (apparently) cost me $313.19  That is all I want from Geek Squad, and then I will leave them alone forever.