Best Buy Rip off Policy or Fair Policy?

sartor · 04-17-2009, 10:45 AM

A friend bought a 42" 1080p Panasonic Plasma HDTV from Best Buy less than a year ago. The TV developed a black band on the left side of the screen, so Part of the picture was missing. After many visits over a couple of months of the Geek Squad who were unable to fix the TV, decided that they would replace it with a new TV.

Recently, my friend went to Best Buy to see what they would give her. The model she bought is no longer available and the newer models aren't there yet, but will be eventually. They said a new Panasonic Plasma 42" 'S' model ($1100?) might/should be OK or a fair exchange for her when it comes in.. Meanwhile, my friend said she paid $1600 for her original Panasonc HDTV from Best buy, and thinks that she'd prefer a refund. Best buy has refused to give a refund, and will only do an exchange. She is worried that they will get a 'U' model in ($800), and say that that is what she will now get.

Is it a fair policy for Best Buy to only allow an exchange? Or should they allow a refund?

Thanks in advance to all who voice an opinion on this matter!

Codes20 · 04-17-2009, 11:09 AM

Quote:

Originally Posted by sartor

A friend bought a 42" Panasonic Plasma HDTV from Best Buy less than a year ago. The TV developed a black band on the left side of the screen, so Part of the picture was missing. After many visits over a couple of months of the Geek Squad who were unable to fix the TV, decided that they would replace it with a new TV.

Recently, my friend went to Best Buy to see what they would give her. The model she bought is no longer available and the newer models aren't there yet, but will be eventually. They said a new Panasonic Plasma 42" 'S' model ($1100?) might/should be OK or a fair exchange for her when it comes in.. Meanwhile, my friend said she paid $1600 for her original Panasonc HDTV from Best buy, and thinks that she'd prefer a refund. Best buy has refused to give a refund, and will only do an exchange. She is worried that they will get a 'U' model in ($800), and say that that is what she will now get.

Is it a fair policy for Best Buy to only allow an exchange? Or should they allow a refund?

Thanks in advance to all who voice an opinion on this matter!

If it is within one year, it is up to Panasonic (along with BB) to decide replacement value and if it is to be replaced. If it has been over one year, it is up to BB. Ultimately, it is a corporate decision and the store is only allowed to do what the corporate office says. For the record, what model is the Panasonic?

She most likely won't get the full $1600 worth, as technology changes and prices drop. This is just the name of the game. If the TV is 1080p, you'd get the replacement 1080p. If it if a 720p, you'd most likely get the replacement 720p. So she should get a comparable model. When customers come to me, I try to find a happy medium between models, due to technology advances and changes.

After 30 days, the return/refund policy is up. They do not have to allow a refund, as that would be essentially a "rented" TV that failed during use. Do you demand a new car after one year if something goes wrong? Most likely not.

Get back to me with the model information, original price, price actually paid, and whether or not the PSP/Black Tie Protection was purchased (I assume it was).

mshulman · 04-17-2009, 11:37 AM

I agree and think a replacement is fine. They just need to replace it with something of equal or greater value. Since prices drop constantly, we can't really base value on the price of the item - In this case we'd have to look at the specs. As long as the replacement TV meets or exceeds the same specifications, it shouldn't matter what the price is.

Had your friend waited until today to buy the TV, she certainly wouldn't be paying $1600 for an equivalent model.

RandyWalters · 04-17-2009, 12:22 PM

Quote:

Originally Posted by sartor

A friend bought a 42" 1080p Panasonic Plasma HDTV from Best Buy less than a year ago.....After many visits over a couple of months of the Geek Squad who were unable to fix the TV, decided that they would replace it with a new TV.

Recently, my friend went to Best Buy to see what they would give her. The model she bought is no longer available and the newer models aren't there yet, but will be eventually. They said a new Panasonic Plasma 42" 'S' model ($1100?) might/should be OK or a fair exchange for her when it comes in.. Meanwhile, my friend said she paid $1600 for her original Panasonc HDTV from Best buy, and thinks that she'd prefer a refund. Best buy has refused to give a refund, and will only do an exchange. She is worried that they will get a 'U' model in ($800), and say that that is what she will now get.

Is it a fair policy for Best Buy to only allow an exchange? Or should they allow a refund?

It sounds like she bought BB's extended warranty with her Plasma. If so, she should have dealt with Panasonic Concierge directly and utilized the factory warranty because BB will typically try to screw the customer with their fine print. Have her contact Panasonic directly and explain that Best Buy is jerking her around, and see if they'll have their own Authorized Repair center try to repair the TV. If they cannot, Panasonic will usually replace the TV with the closest model from the new lineup.

Can you tell us the exact model number of her TV? If i know that, we can tell you which 2009 model is the closest in features.

cheezz · 04-17-2009, 12:49 PM

Quote:

Originally Posted by RandyWalters

It sounds like she bought BB's extended warranty with her Plasma. If so, she should have dealt with Panasonic Concierge directly and utilized the factory warranty because BB will typically try to screw the customer with their fine print. Have her contact Panasonic directly and explain that Best Buy is jerking her around, and see if they'll have their own Authorized Repair center try to repair the TV. If they cannot, Panasonic will usually replace the TV with the closest model from the new lineup.

Can you tell us the exact model number of her TV? If i know that, we can tell you which 2009 model is the closest in features.

Yup, you should've dealt with Panasonic first since it's within the one year warranty period. If they decide to replace it, go back to BB and cancel the extended warranty and get your money back. That's what I did when my Sony wasn't performing to my standards.

cheezz

sartor · 04-17-2009, 01:31 PM

Thanks to all.. I emailed her, but she hasn't replied yet with the details you all have asked for... I'll post the info asap when she replies.. thanks!

Joe_news · 04-17-2009, 02:34 PM

In the last year TV prices have dropped like a rock. She should be happy, as a current model might sell for less, but look better.

sartor · 04-17-2009, 03:22 PM

OK,

My friend didn't elaborate on anything, except that its a TH-42PZ80U.
She also said that this problem started within a couple months of
purchase, and now it's been nearly a year of her waiting for the thing to be
fixed, and they (Geek Squad) finally gave up, and said she could have a new tv.. DOH!

Thanks folks for all of your input. I'll be making sure she hears all of
your suggestions! THANKS!

sartor · 04-17-2009, 06:04 PM

Thanks again folks..

She just replied to me after reading this thread:
"Now that I’ve read more of it I think the gist is this: any model coming out now will be an upgrade from a year ago and I should be happy about that. Panasonic itself would probably have the same policy. I have to count my “pain and suffering” and wasted time waiting for the incompetent geek squad as a loss, forget it and move on."

Thanks to all for your prompt and thoughtful replies!

**PFC5** · 04-17-2009, 06:34 PM

The closest model would be the S1 series in the new/current year models.

The big problem with the BB warranties (if you read the fine print) is that once they replace the display you have used up the previous warranty and if you want extended coverage again you must pay for it on the new display. THIS is WHY she should have went to the mfg in that first year since if Panasonic had replaced the display, then she could have canceled the BB extended warranty and got a prorated refund to put towards a new warranty.

I recommend that she get all the Documentation from the Geek Squad showing that this was a problem well within the 1st year warranty period and try to get Panasonic to replace the display with the same size S1 from them and cancel the warranty from BB for the prorated refund.

Wish her luck!

RandyWalters · 04-17-2009, 07:48 PM

Quote:

Originally Posted by PFC5

The closest model would be the S1 series in the new/current year models.

The big problem with the BB warranties (if you read the fine print) is that once they replace the display you have used up the previous warranty and if you want extended coverage again you must pay for it on the new display. THIS is WHY she should have went to the mfg in that first year since if Panasonic had replaced the display, then she could have canceled the BB extended warranty and got a prorated refund to put towards a new warranty.

I recommend that she get all the Documentation from the Geek Squad showing that this was a problem well within the 1st year warranty period and try to get Panasonic to replace the display with the same size S1 from them and cancel the warranty from BB for the prorated refund.

Wish her luck!

This is dead-on. Best Buy's warranty has that little-kinown hidden agenda where if they have to replace an un-repairable TV during the first year, they get to weasel out of the remaining years of the BB warranty because once the TV is replaced, they consider the warranty fulfilled and it is ended right there. So if you want a warranty on the new TV, you have to buy a new one so they have the opportunity to hook you again. Rinse, Repeat. If she wants a warranty on the replacement TV, have her buy a Mack from Cleveland Plasma (it's WAY cheaper than BB's sneaky warranty).

And the official Panasonic replacement for the PZ80U is the indeedS1, not the U1. The U1 will be a step down and she should insist on an S1. Or a full refund on the purchase price of her defective PZ80U

And if she gets a pro-rated refund on the warranty, make sure she has them pro-rate it from the time of the first failed service call when the TV was only a few months old so she gets a bigger refund.

jeffs386 · 04-20-2009, 07:11 AM

I think Best Buy means rip off in Korean

sartor · 04-20-2009, 02:36 PM

Thanks again for al of your helpful comments. My friend said she has read everything now!

Peace!

Codes20 · 04-20-2009, 11:24 PM

Let us know how it turns out.

We just received the 42" U series Panasonic plasmas in stock. They are an improvement from the PZ80, but they are still the entry-level 1080p plasma. The U1 series is retailing for $899.99

**PFC5** · 04-24-2009, 01:06 PM

Quote:

Originally Posted by Codes20

Let us know how it turns out.

We just received the 42" U series Panasonic plasmas in stock. They are an improvement from the PZ80, but they are still the entry-level 1080p plasma. The U1 series is retailing for $899.99

I thought the U series were also 720p class displays like the X series.

04-17-2009, 10:45 AM	#1
sartor Okely Dokely! Join Date: Aug 2007 Location: Lansing MI Posts: 83	Best Buy Rip off Policy or Fair Policy? A friend bought a 42" 1080p Panasonic Plasma HDTV from Best Buy less than a year ago. The TV developed a black band on the left side of the screen, so Part of the picture was missing. After many visits over a couple of months of the Geek Squad who were unable to fix the TV, decided that they would replace it with a new TV. Recently, my friend went to Best Buy to see what they would give her. The model she bought is no longer available and the newer models aren't there yet, but will be eventually. They said a new Panasonic Plasma 42" 'S' model ($1100?) might/should be OK or a fair exchange for her when it comes in.. Meanwhile, my friend said she paid $1600 for her original Panasonc HDTV from Best buy, and thinks that she'd prefer a refund. Best buy has refused to give a refund, and will only do an exchange. She is worried that they will get a 'U' model in ($800), and say that that is what she will now get. Is it a fair policy for Best Buy to only allow an exchange? Or should they allow a refund? Thanks in advance to all who voice an opinion on this matter! __________________ SHARP LC-42D85U Toshiba D-R560 DVD Recorder Sony STR-D1090 + Polk 10A Speakers Last edited by sartor; 04-17-2009 at 11:38 AM.

04-17-2009, 11:37 AM	#3
mshulman My Projector is High Def. Join Date: Nov 2004 Location: Marlborough, MA Age: 35 Posts: 6,572	I agree and think a replacement is fine. They just need to replace it with something of equal or greater value. Since prices drop constantly, we can't really base value on the price of the item - In this case we'd have to look at the specs. As long as the replacement TV meets or exceeds the same specifications, it shouldn't matter what the price is. Had your friend waited until today to buy the TV, she certainly wouldn't be paying $1600 for an equivalent model. __________________ Toshiba HD-A2 and HD-A3 PS3 Sanyo PLV-Z3 Canon HF-10 Onkyo 805 "I eat green berets for breakfast and I'm very hungry!"

04-17-2009, 01:31 PM	#6
sartor Okely Dokely! Join Date: Aug 2007 Location: Lansing MI Posts: 83	Thanks to all.. I emailed her, but she hasn't replied yet with the details you all have asked for... I'll post the info asap when she replies.. thanks! __________________ SHARP LC-42D85U Toshiba D-R560 DVD Recorder Sony STR-D1090 + Polk 10A Speakers

04-17-2009, 02:34 PM	#7
Joe_news Sega does what Nintendont Join Date: Oct 2006 Location: U.S. of A. Posts: 951	In the last year TV prices have dropped like a rock. She should be happy, as a current model might sell for less, but look better. __________________ Home Theater Pro 1 ---------------------- Pioneer 5080 Logitech Z-680 Samsung BDP-1600 Panamax M4300 Cox HD-DVR Harmony 880 PS3, Wii, Dreamcast

04-17-2009, 03:22 PM	#8
sartor Okely Dokely! Join Date: Aug 2007 Location: Lansing MI Posts: 83	OK, My friend didn't elaborate on anything, except that its a TH-42PZ80U. She also said that this problem started within a couple months of purchase, and now it's been nearly a year of her waiting for the thing to be fixed, and they (Geek Squad) finally gave up, and said she could have a new tv.. DOH! Thanks folks for all of your input. I'll be making sure she hears all of your suggestions! THANKS! __________________ SHARP LC-42D85U Toshiba D-R560 DVD Recorder Sony STR-D1090 + Polk 10A Speakers

04-17-2009, 06:04 PM	#9
sartor Okely Dokely! Join Date: Aug 2007 Location: Lansing MI Posts: 83	Thanks again folks.. She just replied to me after reading this thread: "Now that I’ve read more of it I think the gist is this: any model coming out now will be an upgrade from a year ago and I should be happy about that. Panasonic itself would probably have the same policy. I have to count my “pain and suffering” and wasted time waiting for the incompetent geek squad as a loss, forget it and move on." Thanks to all for your prompt and thoughtful replies! __________________ SHARP LC-42D85U Toshiba D-R560 DVD Recorder Sony STR-D1090 + Polk 10A Speakers

04-17-2009, 06:34 PM	#10
PFC5 Super Moderator Join Date: May 2005 Posts: 28,374	The closest model would be the S1 series in the new/current year models. The big problem with the BB warranties (if you read the fine print) is that once they replace the display you have used up the previous warranty and if you want extended coverage again you must pay for it on the new display. THIS is WHY she should have went to the mfg in that first year since if Panasonic had replaced the display, then she could have canceled the BB extended warranty and got a prorated refund to put towards a new warranty. I recommend that she get all the Documentation from the Geek Squad showing that this was a problem well within the 1st year warranty period and try to get Panasonic to replace the display with the same size S1 from them and cancel the warranty from BB for the prorated refund. Wish her luck! __________________ Denon AVR-887 Klipsch RP-5 Pwred Towers (mains) (525 watts peak each 12"Subs) All Klipsch RC-25(ctr),(2)SS1(surr),(2)SS1(rearSurr) Toshiba (2)HD-A20,PS3,BD35 For SACD/DVD-A Samsung HD-841 Panny 50pz80u plasma SETTINGS RCA HD50LPW162 50"DLP w/HD2+ SA 3250HD 47" LCD+Yamaha5790+HD-A1(bedroom) Harmony 680 + (2) 670s (amazing remote/support) Game room with Onkyo receiver & B&W Speakers The_Cable_Game Take the high ground and be happier

04-20-2009, 07:11 AM	#12
jeffs386 High Definition is the definition of life. Join Date: Feb 2009 Posts: 65	I think Best Buy means rip off in Korean

04-20-2009, 02:36 PM	#13
sartor Okely Dokely! Join Date: Aug 2007 Location: Lansing MI Posts: 83	Thanks again for al of your helpful comments. My friend said she has read everything now! Peace! __________________ SHARP LC-42D85U Toshiba D-R560 DVD Recorder Sony STR-D1090 + Polk 10A Speakers

04-20-2009, 11:24 PM	#14
Codes20 In need of speakers Join Date: Aug 2007 Location: CA Age: 24 Posts: 1,347	Let us know how it turns out. We just received the 42" U series Panasonic plasmas in stock. They are an improvement from the PZ80, but they are still the entry-level 1080p plasma. The U1 series is retailing for $899.99

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