Never Ever purchase Best Buy's (FutureShop in Canada) extended service plan. Pay with a credit card. Almost every credit card company automatically extends the factory warranty by one year for free. Don't get reamed like I did on my Samsung 61 inch Display.
Chronological Sequence of Events. 61" samsung DLP.
November, 2005 , bought HLR6168 61" DLP and 5 yr PSP for $5500 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.
see Left Shadow jpeg:
http://s119.photobucket.com/albums/o122/mech_eng9t7/
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. Also heard barely audible whining noise, assumed it was cooling fan ( later you'll see it was not the fan ). I did not mention the noise when I called Best Buy back.
See Blemish Video and Blemish Jpeg
http://s119.photobucket.com/albums/o122/mech_eng9t7/
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 polite and detailed letter to Best Buy CEO Brad Anderson and spam the hierachy of Best Buy Elite ( cc 20 to 30 other big wigs ) with the subject: Insignificant Canadian Best Buy Customer Pleading For Intervention.
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 <esoxlee>
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. That whining noise mentioned earlier when TV was returned turns out to be color wheel motor and it is really loud now. Flashing/freezing coincides with noise.
See "New Problem Video",
half way through video I switch source from PC to HDMI. The screen turns black for 10 sec before HDMI screen. Normally should take only 2 sec
click "New Problem Video"
http://s119.photobucket.com/albums/o122/mech_eng9t7
Jan 15th, 2007: Another problem with TV. Entire screen freezes, turns Black and White, and then powers off by itself. Sorry no video. Whole thing happens in 3 seconds, can't react fast enough.
My greatest fear now is that the pricks at Best Buy will think I'm deliberately causing damage to the TV.
Jan 17th, 2007: Sheryl Ross tells me to call 1-866-best-buy for an update. So I call them up, the update is as follows:
"XXXXXX ltd must be allowed to take away my TV",
There is absolutely no other alternative
Jan 20th, 2007: TV is unviewable because of color wheel, set aside in living room. Using old CRT projection TV with "burn-in " damage. Ironically, I still owe $500 on my line of credit on the Samsung. No way I'm letting those tards take away TV again
Chronological Sequence of Events. 61" samsung DLP.
November, 2005 , bought HLR6168 61" DLP and 5 yr PSP for $5500 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.
see Left Shadow jpeg:
http://s119.photobucket.com/albums/o122/mech_eng9t7/
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. Also heard barely audible whining noise, assumed it was cooling fan ( later you'll see it was not the fan ). I did not mention the noise when I called Best Buy back.
See Blemish Video and Blemish Jpeg
http://s119.photobucket.com/albums/o122/mech_eng9t7/
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 polite and detailed letter to Best Buy CEO Brad Anderson and spam the hierachy of Best Buy Elite ( cc 20 to 30 other big wigs ) with the subject: Insignificant Canadian Best Buy Customer Pleading For Intervention.
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 <esoxlee>
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. That whining noise mentioned earlier when TV was returned turns out to be color wheel motor and it is really loud now. Flashing/freezing coincides with noise.
See "New Problem Video",
half way through video I switch source from PC to HDMI. The screen turns black for 10 sec before HDMI screen. Normally should take only 2 sec
click "New Problem Video"
http://s119.photobucket.com/albums/o122/mech_eng9t7
Jan 15th, 2007: Another problem with TV. Entire screen freezes, turns Black and White, and then powers off by itself. Sorry no video. Whole thing happens in 3 seconds, can't react fast enough.
My greatest fear now is that the pricks at Best Buy will think I'm deliberately causing damage to the TV.
Jan 17th, 2007: Sheryl Ross tells me to call 1-866-best-buy for an update. So I call them up, the update is as follows:
"XXXXXX ltd must be allowed to take away my TV",
There is absolutely no other alternative
Jan 20th, 2007: TV is unviewable because of color wheel, set aside in living room. Using old CRT projection TV with "burn-in " damage. Ironically, I still owe $500 on my line of credit on the Samsung. No way I'm letting those tards take away TV again
