TL;DR: I bought a TV from them (over $1200) in late March. 90 days later it stopped working completely and utterly. Having purchased a protection plan from them I expected some level of care. Over two months later and several repair attempts later and it's still broken. Their TVs are not worth buying if they are going to insta-break like this, and their service plans are worth even less if they're just going to hide behind the manufacturer and the manufacturer's warranty.
We bought a TV from them when what we ordered from Amazon arrived smashed. Amazon couldn't even guarantee a replacement for several weeks, so we decided to buy locally. I purchased online and picked up that day.
We installed it and it worked great, until it didn't about 90 days later. We don't use the TV that often so I would say we didn't even get to use it more than 10 times before it stopped working. I contacted Best Buy and they said they would send someone out... two weeks later. Not ideal. Ok, fine. Two weeks later rather than show up they diagnosed over the phone (couldn't you have done that when I called the first time???): needs a new controller board. So they ordered one and sent it to our house.
It wasn't for another month before they had an appointment available that worked with our schedule (turns out they only have appointments on Mondays, which is ridiculous if you ask me). The "agent" came and replaced the board. Didn't fix the problem. So they say they will call me by that Friday at the latest, but that I should call them if the part came in so they could replace it that day. The part came in, I called, no response. Not even on the promised Friday.
I let two weeks go by, because, life.... Next thing I know, there is another box in the mail from Best Buy, and a text message on a Monday (of course) two weeks after the previous visit (we're at six or seven weeks broken at this point), that someone is on their way to work on the TV. No phone call to set it up, no email, nothing. They were just going to show up whether we were available or not. Fortunately I was home and available, so I let them in, they replaced TWO boards. TV is still broken. Same four lights are flashing. At this point I am frustrated beyond belief, and wanting to know why won't they just replace it! They "have to go by Sony's guidelines" before they will issue a replacement.
That catches us up to today. I made seven or eight phone calls to Best Buy trying to get someone to talk to me, but everyone kept passing me to a different department, only to have the connection drop before I was able to talk to somebody, anybody, that thought they might be able to even listen to me, let alone do something about it. I had to find out for myself that they had scheduled an appointment for a day when I will be out of the country. I was able to reschedule, but I'm still wondering what the point is now. What are they going to try to replace if fixing the panel doesn't do it? The bezel? The plastic sheathing on the power cable? No really, I want to know because it really doesn't make sense to me.
Best Buy, if you're reading this, know that I am not going to let this go. Not until you replace the TV. I've posted negative reviews on bestbuy.com. Facebook, Twitter, Reddit, and sony.com are all next. I am glad someone has had good experiences with this store, but I can't see myself going back to this, or any other Best Buy store. read more
