Best Buy ripoff not willing to replace expensive television Orland Park Illinois

first off my standard disclaimer.. I dont work for the specific store in question or have never spoken to this customer directly my advise is my own opionion not the company etc.

being without a functional TV is NOT cool.. let's try to resolve that for you -Today

Best Buy operates on what they call SOP (Standard operating proceedure) there is also what is called "common practice" (CP) which is what either an indivual store, service center or "district /region" will do.. managers are allowed to do CP at there discression..(how one store is Run in California can differ slighty then New York based on market etc) provided it complies with SOP.. SOP is Gospel on how the business is run

getting a loaner TV

CP#1 go to the local Best Buy store.. explain you have a PSP plan & that your TV is in for repair and you have nothing to watch.. (and you bought the TV from that store) can they give you a loaner model?

per "SOP" this is NOT Required but some managers realize repeat business is important and making customers happy.. they may offer to "sell" you an open box unit as a "loaner" and when your TV is fixed you may return it (past the 30day time frame, with NO restocking fee and a full refund.)if you pay by credit card.. and odds are you never actually have to make a payment before the "due date" comes around.. make sure this is clearly stated on the Invoice & signed by a manager...

again this is a CP issue not "SOP" nor is it in the Service contract.. so you can't demand it.. "why should I pay anthing?" a manager can't allow a $3000 to leave the store without payment that would violate SOP & they would be fired. (although I believe they have a free loaner plan for Laptops if you buy the platium PSP.. check with the store for details)


CP#2 (common practice #2)
how you have your item serviced is Important.. there is either "In-home" service.. which I personally know very little about.. and bringing the TV to a local Best Buy store to ship out to a service center

for "instore repair" .. and they send it in to thier local service center. if it's going to take more then say 30, 45, 60 or 90 days (I have never found this policy in SOP only CP and the days seem to vary) they will authorize the store to give you a New TV off the shelf... your old TV is converted to "store stock" eventualy it gets fixed and it's sold as an open box unit.. so everyone is happy.

for "in home" repair.. I have seen cases where a tech has been out several times.. or 2-3 repairs are made and it fails.. in some cases (I don't know the details) they will authorize a new TV.. the store simply gets an email that says "give customer a new TV, here's the approval code" the details I'm unclear about.. call 1-888-best-buy option #1 #4 #3 for details

Lastly

I personally think 2 changes should be made to the inhome service for better customer Satisfaction.. one would be a 'basic free loaner" where you could get a 25-35" basic TV to borrow.. with simply a credit card swipe (not charged, in case you destroyed it) this would require invention by Best Buy corporate, the Service centers and The 3rd Party Service plan company.. and a profitability test be run.. maybe raising prices etc.

2nd - Time for appointments
telling customers "take the entire day off" is not cool.. Comcast and others give a 4hr window.. and if they miss that window .. you get like $40 for your time.. the pushback would be making appointments harder to get (ie: all apointments for Tinley park, IL must be from 9am-12pm on MT-W..or 12-5pm on Thurs/friday nothing outside thoose times) to lump them alltogether (gas prices etc)

last word on CP (Common practice) Best Buy stores are broken up into "market segments" some offer free day care & other Unique services like "personal shoppers" & specific products for Mom's .. others are high end stores where $20k TV's other designed specifically for small business.. and a few "Lab stores" do things totally differn't like Starbucks, McDonalds and Magnolia Audio/video "store within stores" if you deal with a "High end/business" best buy the managers tend to be more "customer friendly"

checkout your local Best buy .. if you see dozens of "district best /regional best" banners covering the walls odds are your not going to have as many problems as a store that has none.. Yes any company with 900 stores is going t have a few bad managers..

Depending on what Toshiba and their vendors can ship out.


And Toshiba's website is fully functional

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