Join Date: Mar 2009
Location: MA, near NH border
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I have a positive experience with Best Buy/Geek Squad to share with this forum:
I bought a Westinghouse LTV-32W6, 32" 720p, for $699.99 in 11/2006 at the Best Buy in Nashua, NH store. I never buy any extended warranty on electronics but I did buy the 4 yr extended warranty from Best Buy on this unit for $99.99 because it was a new brand (for TV).
Ever since I brought it home, the screen will freeze from time to time, sometimes multiple instances within a day, sometimes once a week. As others mentioned in this forum, I had to unplug the unit and re-plug it to have the TV working again. In Jan this year, 2009, I finally decided to call the Geek Squad to exercise my warranty and get this taken care of before it expires. I called the Geek Squad and explain to them the screen freezing problem and they scheduled a tech for a home visit in 2 weeks, that would be 1st week of Feb. Two weeks went by and the tech called that Feb morning and showed up within the 8am to 12pm window at 8:40am. He looked at the TV and in less than 5 minutes, he said he needed to order a new part and it'll be there in 1 1/2 weeks. Three weeks gone by and I called at the end of Feb to follow up. The phone rep said the part is still not in and won't be in until the end of March. I said it's unfair for me to have to wait that long and the rep followed up with "let me see what the hold up is for the replacement part, if it is taken too long, I can have your TV replaced". She said it'll take 2 to 3 business day to find out. Well, I got a call yesterday, 3/3 and the rep said they'll replace my TV and gave me my RMA #. Of course, the stipulation was a comparable replacement model. Hmm...I surfed over to Best Buy website and see if they still carry the Westinghouse and what other models are available. Well, they don't carry any big Westinghouse anymore (Target does) and I saw the other comparable models are from Dynex, Insignia, Samsung, Sony, etc... The Dynex and Insignia models are selling at way below the price I purchased and since I have never heard of those brands, I was kinda bummed that BB will force me to take one of these unknown brand as replacement.
Today, I packaged up the Westinghouse and drove to BB. It was relatively quiet on a Wednesday afternoon. I went to the Geek Squad counter and there are 2 other customers in front of me. I waited about 10 min and explained to the Geek Squader my situation, she told me to bring the TV inside to the customer service area while she'll print out my paperwork. After I dropped off the TV and got my paperwork, I was directed to the Magnolia's counter. The sales rep was very friendly and took my paperwork and started to data entry all the stuff from the paperwork. We made small talk while he was entering the data. At the end, he said he did his best and got me a $650.00 credit. So, I guess 2 years of depreciation was about $49.99.
I was quite happy with the credit and I upgraded to a Toshiba 40RV525U 40" 1080p LCD TV for $250.00 more. I didn't get the extended warranty because I didn't want to spend any more money, it would have been $149.99 for a 4 yr warranty.
I got the new TV home, set it up and viola, the picture was better, the digital reception from the antenna was slightly better, the audio was better, the UI was a lot more intuitive than the Westinghouse. The only problem is that the Toshiba remote control does not have my LG DVD player code.
I'm happy to report that not all experience with Best Buy/Geek Squad are bad and stressful.