robnix

Long story short.

Bought a Toshiba 42H83 from Best Buy this past December with the extended warranty. During the decision making process on the warranty, I was told by the sales rep that once a year I could have a tech come out and perform a free calibration, which was a $300.00 value. I thought that was great, so I paid for the warranty. Unfortunately it seems I was lied to. I called today because of some other problems I was having, and asked to have someone come out. She politely told me that there was no calibration included, and was terribly sorry, stating that she new people were being told it was included. The tech is still coming out because of the other issues, and the store I bought the TV from will be getting a call tomorrow. We've bought a range/oven, a washer & dryer set, and now the TV from them over the past two years, plus assorted other stuff. I'm angry and feel taken. Thanks for reading. I feel a little better now that other people know.

hawks066

That amongst other things is why I don't shop at Best Buy

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57U

Since one ISF calibration costs roughly $300, you couldn't have expected several calibrations and an extended warranty. Now, like others, you will know that if something sounds too good to be true, it is.

Sometimes they will send out a tech once a year, however, they usually just check to make sure you have an image and press the "magic focus" button.

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Please don't PM me with questions that can (and should) be asked in the forum, thanks. Personal Question? Fire away.

DoubleDAZ

Yeah, I think the point of contention here is the use of the term 'calibration'. I doubt seriously the saleman meant to imply an ISF calibration every year. If he did, he's an idiot. More probably he was just talking about sending out a tech to adjust (calibrate) things once a year, most of which can be done by the customer with just a little research and knowledge and an AVIA/DVE DVD.

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grapaslingo

This employee made a promise on behalf of the store. There are states that say that in these situations the store must honor the agreement (verbal included) between the employee and the customer, made on behalf of the store.

In practical terms, if I go to Home Depot, and the clerk gives me a deal on merchandise, including making it free, the employee might have to deal with the consequences, but I don't. <---Speaking from experience here.

57U

These "agreements" including advertizements, have to be "within reason".

For example if an employee says you can buy a TV (that normally sells for say $3000) for $1000, the store is allowed to "renege" on the "deal".

Same goes for a print ad that says something similar. ie TV normal selling price $3000, advertizement says $300 (obvious misprint).

Now, if the TV normally sells for $3000 and the "sale" is for $2000, then the courts would probably side with you, but I believe the store only has to sell one at that price.

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57U - Toronto, Rogers Cable, SA8300HD, 500GB HDD & Hitachi 61UWX10B HDTV, Yamaha RX-V1 A/V Receiver, Martin Logan Speakers. Photos --> 57U's HT

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Please don't PM me with questions that can (and should) be asked in the forum, thanks. Personal Question? Fire away.

lizzyh

I would only buy electronics from a local and reputable HiFi dealer, never from a mass merchandiser.

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fjh

kevinw

Should one not ask what is entailed before paying also? People tend to throw the words ISF and calibration around as if they really mean something. Even an ISF certified technician is only as good as the experience he has on the TV in question.
What does calibrate mean? To some it is getting into the service menus and tweaking, While other it is just taking the remote and doing a AVIA tuneup.

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rschneider

I agree with robnix,

I have personally heard the salesmen at Best Buy promise "calibrations" with the purchase of the warranty, on more than one occasion.
I have hung around to hear all kind of warranty doozies such as, replacement of CRTs due to burn-in (they won't) and recharging the gas of plasma displays (not possible).

These sales people, while not commissioned per se, are under a great deal of pressure to sell the extended warrantees. Whether they honestly don't know, or they are lying, I don't know. But I think its safe to say that very few Best Buy salespeople would know what an ISF calibration would entail.

For more info on this topic, check out the warranty horror stories at www.bestbuysux.org

DoubleDAZ

I guess I'd have to know what you mean by local and reputable. For example, does Ultimate Electronics fit your definition or are they mass-merchandisers like Wally World/BB/CC? How about the Tweeters/Showcase Group?

I certainly agree with supporting a local, but there has to be some $$ level that makes it silly to simply throw away money vs buying the exact same brand/model from one of the others, no?

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Cheers, Dave

Hitachi 65TWX20B | Denon 3803 | SA8300HD | Harmony 688 | SARA 1.89.18.1

kevinw

I still needs to see it in writing before spending the money..I want to know and have what a "calibration " entails before I hand over the credit card. Part of this is buyers error as well as uniformed ordertakers trying to impress the boss.

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kevinw

If you know what you are buying then it does not matter if it is a BB/CC/HHGREGG/SEARS or Hi Fi buys or Joe Schmoes Home theater store.
I go for best price on same product. I will just not buy from a jerk salesperson. I'll get somone else to help if the price is good.

We have a local company that sells high end equipment -PIoneer/Mitsubishi
Yamaha etc. Very knowledgable people. Unfortunatley they are 25-30% higher than Tweeter. They are the only place within 30 miles outside of Sears. They do a great business with the Lake Lanier home owners. (million dollar homes) There customer base has a lot of disposbale income and pays for the personal service.and custom installations.
The average guy drives the 30 miles to save 300-400 dollars. Places like the box store are needed just for price alone. The internet/magazines is where you learn about what you want.

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Deathlok2001

I was at BB today & the salesman there told me that with the extended 3 year warranty, they would sent out someone once in that 3 year period to check the set for dust on the lens, clean them & make sure they are properly focused. Thats it. It sounded good to me.

NcBaller1985

That's Best Buy for you...take my advice...shop at Circuit City if you want to buy from a mass merchandiser. I am not even saying that just because I work there. I seriously never even used to shop a CC...just Best Buy before I got hired. The customer service is a lot better at CC and there warranties (City Advantage) are better…on some things. The TV and camcorders are actually worth buying…but not the PC warranties.

Then again it all depends on the sales person...not the store itself. Neither Best Buy nor CC work on commission...so technically no employee should have a REAL reason to lie to you. So I would assume one of two things…either the employee was new and was just making things up or he/she was lacking in sales and just wanted to get his numbers up. Warranties are one of the number one things stores focus on because they make almost ¾ profits. Its sales people like the one you talked to that make every sales person look bad. We aren’t all bad…I finished with $105,537 with a 1.8% return percentage.

The best thing to do is to talk to one employee at a particular store and then come back and ask another employee at the same store the same questions you asked the first. See if everything matches up…and if not, then ask for a manager and ask him for the straight answers.


-NCB

robnix

Thanks. I'm going to visit my parents shortly to run CAT5 and speaker wire through their house, and go shopping for their Home Theater setup. I'll take your advice to the store with me.

robnix

You're right, and this is something that I'll definitely be doing in the future.

gparris

Tweeter was good enough to call me after delivery to make sure I was satisfied with the delivery and if there were any setup questions. Then when I came in to buy something else, they gave me discounts and package deals like I was their only customer. I should have bought my first HDTV set with them.

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TimeWarnerAustinUser

If you are unhappy with your extended warranty purchases its my understanding they are terminatable at a pro-rated amount. That is to say if you paid $300 for a 3 year extended warranty, and have used up half a year, that you would be entitled to roughly 2.5/3 of your moneys should you terminate the warranty.

I do a lot of business with Best Buy and Ultimate Electronics in my area, I know the managers at both, and I would not hesitate to leverage them with my future business and the cancellation of all the extended warranties.

Im certain they will accomodate you in some fashion. Even if it means giving you a partial credit on your extended warranty.

Burned In Victim

I bought a 55RPTV 4 months ago, also bought a 4 year esp. Come to see a line on the bottom of the screen and call a tech out. They tell me I have "burn in" because the t.v. is on CNBC a lot. They then proceed to tell me that the warranty will not cover this problem. The tech quickly points out in the user manual that this could occur etc.

The tech goes on to tell me that 1/3 of the calls he makes on a daily basis are to people who have burn in's from such things as watching Disney channel home shopping etc which have their logos etched on the screen at all times.

I feel Best Buy knows there is a problem and should better educate people when they buy rptv's of the dangers of burn in. As for me I go to plan B. I will wait for a huge electric storm to hit and then let the t.v. blow up due to a surge and they have to take it back.

The tech essentially told me that several customers told him since the warranty wont cover the burn-in problem they were going to plug the t.v. into the 220 volt socket their clothes dryer runs on and then call best buy saying it was ruined by a surge. He said there is little they can do but give you a new t.v. he said they cannot argue at all when it comes to surges but they will not take back a t.v with burn ins' that being said they are going to get a lot of surged customers in the next year and I would love to see them deny that type of claim. That would be grounds for a huge class action lawsuit imho. as the warranty explicitly says it will cover any and all surges that cause damage