[mech_eng9t7]

tHREAD UPDATED WITH VIDEO CLIPS


Chronological Sequence of Events. 61" samsung DLP.



November, 2005 , bought HLR6168 61" DLP and 5 yr PSP from Whitby, ON, Canada Best Buy store.

November, 2006 : Bulb Exploded with 1400 hrs usage , Samsung sends
Service rep and replaces lamp. Task is completed within 10 minutes. Excellent service under Samsung factory warranty.

December 6th, 2006 : Light Engine Failure, Samsung Factory Warranty Expired, PSP kicks in.

Left Shadow.jpg below

December 7th: Best Buy Extended Warranty dispatches discount repair service. XXXXX Ltd sends Dodge Caravan to transport DLP unit to service facility. XXXXX places DLP face-down. Both XXXXX and BB Customer Service insist that TV must be taken in for diagnostics despite my protest that this type of service can be performed in home

December 8th: Contact Mr. Troy at Samsung Tech support and he confirms that service does not require diagnostics and can be performed in house. States that service people are totally incompetent for transporting DLP face down in minivan. It can result in damage to screen and projection optics. Told me to contact BB Corporate Office to ensure that such methods are not repeated.

Spoke to Mr. Steve, BB Customer Service supervisor and informed him of the mis-handling of my DLP. Tried to educate him on the detrimental effects of face down transport . Admits he lacks technical background on HDTV’s but assures me that XXXXX is fully qualified. Refuses to take further action despite my concerns and the potential damage that Samsung mentioned. As a result, I insisted that he enters my warnings in the log file of my claim and BB’s subsequent refusal to take corrective action.

December 11th: Spoke to the night sales manager Mr. Don Pameli and informed him of XXXXX's methods. Explained to him the consequences of transporting a DLP face down and the incompetence of XXXXX Ltd... Told me to wait and see what happens. Upon my insistence he did agree to call XXXXX on Dec. 13th ( he had the 12th off ) to convey my concerns and to ensure any negative effects of improper handling are rectified. He NEVER called XXXXX or myself.

December 21st 2006: After all my efforts are in vain, TV returned via mini-van with damage.

see video:

http://s119.photobucket.com/albums/o...ewed_video.flv


December 22nd 2006: Contact BB Customer Service and inform them that their failure to address my concerns has ruined my DLP unit. No apology, they just said XXXXX will come and take away my TV again for another 2 weeks. I insist they use someone else that doesn’t use a mini-van. Reply, IT MUST BE XXXXX !!!!!!!!!!

IMPORTANT NOTE: the previous lamp replacement and the current blemishes
don't count in Best Buys Lemon Warranty Policy. So all this BS counts as a single claim ( 4 claims needed for free product replacement )


Jan. 3rd, 2007: Visit the store where purchase was made and finally speak with the general manager Param Singh. Present him with the first 2 pages of this report. Informs me that everything I have experienced over the past several weeks with my DLP unit is totally unacceptable. Assures me that I will receive a replacement or at the very minimum,
competent service and will contact me within 24 to 48 hrs.

Jan.5th, 2007: After waiting 48 hrs without any word, I visit the store once again. Ask the clerk at the service desk to get the store manager. The clerk calls GM on his private line. Before emerging from the safety of his office, the clerk is directed by the GM on the phone to ask my name and reason for my visit. I provide my name and reply that my visit is regarding a 61 inch HDTV. As soon as the GM hears this, he immediately dispatches Don Pameli to speak with me, the very same person who promised to contact XXXXX on my behalf to ensure any negative effects of improper handling were corrected. But Don never called XXXXXX or myself.

Mr. Pameli comes down and immediately informs me that my problem is no longer the stores responsibility. Then he has the nerve to lie directly in my face. Claims he tried to contact me after our original conversation, but he said I had no voice mail service. However, he is unaware that both my home and office have voice mail and call display. There is no record of his call on either system!!! As for the GM, what a despicable and cowardly course of action. Hiding in his office and forcing his subordinate to break pledged he made with me.

Before leaving the store, I ask at least 6 BB employees for contact information of regional or district manager. Every reply is "call 1-866-best-buy"

I realize now I won't be able to resolve this through Best Buy Canada.


Jan 11th 2007: I write a detailed letter to BB CEO Brad Anderson and c.c 20 of his big wigs in the USA. ( See Below for copy of Letter )


Jan 12th, 2007: I guess someone in the U.S. actually read my mail because I got this reply:

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

Re: Insignificant Canadian BestBuy Customer Pleading For Intervention

Dear

Thank you for taking the time to document your concerns with the recent
repair of your television.

Please be advised that I am currently investigating this issue for you
and will have an update for you on Tuesday as I am out of the office on
Monday. Your case is priority for me, thank you for your patients.

Sincerely,

Sheryl Ross
Senior Customer Support Consultant
Best Buy Canada CHQ
604-XXX-XXXX

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

Jan 14th, 2007: TV IS TOTALLY SCREWED !!!! Every 2 to 3 hrs TV flashes, freezes and eventually only small parts of the screen is visible


Jan 15th, 2007: Another problem with TV. Entire screen freezes, turns Black and White, and then powers off by itself. Front lights flash indicating bulb needs replacement. Wait 5 minutes, turn on TV and all is fine until 2 to 3 hrs and same problems occur. I'm so freaking sick of this TV.

http://s119.photobucket.com/albums/o...nt=WTF_DLP.flv

My greatest fear now is that the pricks at Best Buy will think I'm deliberately causing damage to the TV.

[Radioman970]

No, man. Worst thing you can do is give up. Keep making some noise. They owe you a TV that works.

[mech_eng9t7]

Sorry, forgot the letter:



Subject:Insignificant Canadian BestBuy Customer Pleading For Intervention


Dear Mr. Anderson and Honorable Associates:

As a loyal customer of Best Buy since your expansion into Canada, I am writing this letter to you with two primary goals in mind. First and foremost, it is to convey to you the immense magnitude of frustration I am feeling and secondly, my greatest hope that you can help me resolve my problem so I can continue to enjoy the wonderful atmosphere and the great products that your retail stores offer. Please keep in mind that all my efforts to resolve this through Canadian contacts have been exhausted.

In November of 2005, I purchased a 61 inch Samsung DLP HDTV along with a 5 year Performance Service Plan (PSP) from the store located in Whitby, ON, Canada. During the final month of the factory warranty, the lamp module on this unit exploded and Samsung dispatched a local technician within 48 hours of my call. It took the serviceman less than 10 minutes to replace the bulb and I was very impressed with the turn around time.

However, four weeks later, after the factory warranty expired, the light engine began to fail and the PSP came into effect. This marks the point where my customer experience declines exponentially which would lead to 3 service calls in a six week period.

This all begins when Best Buy PSP hired a highly questionable service company named XXXXX Ltd that came to transport my 61 inch HDTV to their service facility using a DODGE CARAVAN. My initial reaction was one of suspicion for obvious reasons and I requested to see their credentials. As it turns out, these were the people that Best Buy entrusted my television to. I was informed by the 2 men in this vehicle that my TV had to be transported to their service facility mainly because diagnostics had to be performed. I immediately protested this course of action because XXXXX and Best Buy never asked me any specific details of the malfunction so why were they so certain that diagnostics were required. Secondly, I knew for a fact that light engine/colour wheel failure can easily be repaired in home. But as I expected, my request for a technician to perform an in-home repair fell upon deaf ears. So the 2 men proceed to wrap my 61 inch widescreen with a filthy looking cloth and duct tape. Yes, DUCT TAPE. When this improvised covering was complete, it was then transferred into this passenger mini-van in the only position that would fit, “Face Down”.

The following morning, I contacted a very helpful gentleman, MR. Troy at Samsung Tech Support. He confirmed that this malfunction did not require diagnostics and should have been performed in house. He even went on to specify that this type of task is allocated 30 to 45 minutes of labor for Samsung authorized technicians. However he also informed me that XXXXX was totally incompetent for transporting the DLP face down. He elaborated that this would lead to high potential of screen damage and serious problems to the projection optics. So I quickly placed a call to 1-866-Best-Buy and insisted on speaking to the duty supervisor. A Mr. Steve takes my call and I request to have my TV transferred to another service company, or at the very minimum, convey my concerns to XXXXX to ensure that the same mini-van is not utilized during the return of my TV and that an inspection be performed to rectify any damage that may have been generated from the face-down transport. Mr. Steve admits he that lacks any technical background on HDTV’s and assures me that the DLP was in the hands of a qualified technician. Ultimately, he takes no further action. So I insisted that he record my objections in the claim file and his subsequent refusal to take corrective action. I encourage you to access this file log to verify that I made multiple calls to this department and my requests were all denied.

The following Monday, I visit the store of purchase hoping for their help. I speak to a Don Pameli, the night manager and inform him of how my television is being mis-handled. His exact words were “Wait and See What Happens”. When I explained to him the consequences of face-down transport, he finally agrees to contact XXXXX to ensure any damage is corrected and that the mini-van is not used for the return trip. He then promised to contact me when he resolved this issue on my behalf. Needless to say, he never called XXXXX or myself.

On December, 21st, after all my efforts were in vain, XXXXX returns my television in the same Dodge Caravan in damaged condition. When I power the unit up, there were large blemishes covering the screen that are inherent to the improper handling I witnessed.

I immediately contact 1-866-Best-Buy and inform them that their refusal to assist me during this ordeal has ruined my widescreen . There are no apologies and the first statement I hear is that XXXXX will return the following week to remove my TV for another 2 weeks. When I demand that they use a service company that does not use a minivan, the reply was it must be XXXXX.

In desperation, I visit the store to meet with Param Singh, the store manager in a final attempt to avoid the services of XXXXX Ltd. I explain to him my very unpleasant experience and he immediately apologizes on behalf of Best Buy and tells me what I have endured is totally unacceptable. He then assures me that I will receive a replacement DLP unit or at the very minimum, a professional service call from a competent technician. He then promises to contact me with additional details within 1 to 2 days. At the end of the week when Mr. Singh has failed to contact me, I return to the store one final time. I ask the clerk at the service desk to get the store manager. The clerk proceeds to call the GM on his private line. Before emerging from the safety of his office, the clerk is directed by Mr. Singh on the phone to ask my name and reason for my visit. I provide my name and reply that my visit is regarding a 61 inch HDTV. As soon as Mr. Singh hears this, he immediately dispatches Mr. Don Pameli, my favorite night manager. Mr. Pameli comes down and informs me that my problem is no longer the stores responsibility as instructed by Param Singh. Then Don has the audacity to falsely claim that he tried to contact me after our original conversation, but because I had no voice mail service he was unable to leave me a message. Unfortunately for him, he is unaware that both my home and office numbers that I provided have voice-mail so it is obvious he didn’t call. To support my accusations, both my home and office numbers also have call display, and there is no record of this alleged call. I then requested Don to show me the numbers I left with him and sure enough, the numbers were correct. I will let you draw your on conclusion.

As for the Param Singh, I can not conceive of anything more despicable and cowardly than hiding in his office and ordering his subordinate to break a pledge that he made with me. But the 2 of them do make a very good team.

I hope you can understand why all the details expressed here were necessary and I apologize for the length of this letter. I also hope you can bear in mind that I hold the position of a professional engineer in the automotive industry so I have taken great care in using the integrity and high ethical standards that I use in my profession to be truthful and accurate in all my statements. I strongly believe that this entire unpleasant episode could have been easily avoided if either 1-866-Best-Buy or store management placed a single phone call on my behalf. Unfortunately, 20/20 vision is hindsight.

I am very grateful that you have taken a few moments from your busy schedule to read my correspondence. Despite 3 major failures within a 6 week period, please do not interpret this letter as a demand for a replacement product. My greatest wish here is for the authorization to have a competent service person visit my home if my DLP HDTV is salvageable. If my geographic location poses as a problem, I ‘d be more than happy to incur the costs of the additional fuel and mileage expenses.


Kindest Regards,

[MACPUN]

Danmmm!!!
That makes me nervous and sick becuz I just purchase a Samsung 61" DLP TV however, I bought mine at Conn's & wishing for great customer service repairs if require.


Good Luck and don't give up!!

[Rick89114]

Wow another Best Buy horror story. I've heard alot and had some bad experiences myself at Best Buy. Its ashame, They have no concern about their customers anymore. I guess they just care about selling music cd's and video games to the kiddies nowdays. Anyone shopping there beware, read all the fine prints in their policies, they are SET IN STONE! return policy restocking fees, ect. The customer service people will promise you one thing then say "sorry we didn't meet your expectations, thank you for helping us improve our system". I even asked them to close my rewards points account and they can't seem to even do that.

Sorry after reading about all your troubles I just had to vent. Good Luck and keep at em.

[Radioman970]

Great letter.

I've had a Samsung CRT monitor for years. That sucker is unbeatable! It replaced a problematic Viewsonic monitor that petered out just shy of 3 years (3 year warranty). I didn't bother trying to trade it in. Too much trouble.

[CoolCatbro]

BestBuy screwed you on the warranty.
just like extended car warrantys, 90% of them are a rip-off.

Its strange some people seem to have the red-carpet laid out and some just get the shaft?

I have heard the bulbs exploding can ruin many things in a TV.....this goes for any high pressure bulb in any system.
Usually they exploded at power up as they get the "strike voltage"....the seals on either end, glass to metal, is usually the weakests point where the bulbs explode. This can easily take out a colorwheel, scratch optics and prisms etc...I'll never buy a Bulb TV.....and after your thread probably not a extended warranty.

There's many ways to get revenge on a dealer like yours though. Try taking outseveral Hi-$$$End TV from his store then bring it back damaged. Repeat this once a week...

Tell him your just shopping for a replacement on that "extended warranty TV they sold you" and that this TV shopping could go on for sometime.

He'd be sorry he didn't resolve my issues quickly. .....bring it back scratched up, maybe drive around with the screen facing down in the back of the pickup, or lose the box and drive it up there in the rain....hell, yeah... try a new TV every 15 days for this year.

His Return shelf will be full of scratch and scratched-worse HDTV's.

You can sell the "missing" remotes on Ebay to get your money back for the Extended Warranty.

Or you could just threaten him physically and personally. The skys the liimit.

One things for sure, if your a nice, polite man...they'll fhk you over everytime.

[Brett_H]

Any chance you bought it using a credit card? Perhaps the CC company would be willing to help out?

-Brett.

[C&K]

I think dealing with best buy corporate is your only option. You might want to copy your letter over to any consumer protection agencies that your country has, and inform best buy that you have done so. The general manager can only replace your product at his store's expense, and I doubt he is going to do it with the way he has treated you, and he probably won't be the store manager much longer anyway.

But you have a name and number of someone in a corporate office, which is more than most customers can manage to get to voice their complaints. Good luck, they owe you nothing less than a new TV and a refund on your extended warranty, IMO.

PS: Since his TV was purchased so long ago, I don't think the CC can do anything for him at this point.