Complaints

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a SunBrite TV from my local Best Buy Store on 6/25/19.In L-May/E-June, I tried to watch my first Baseball game of the season on my outdoor TV.The TV did not work, I heard sound and more importantly the picture was very faint in the background.I contacted Sunbrites customer service directly and spoke with ****. **** said that he required the serial # from the rear of the TV before he could further assist.On 6/05 @ 2:37pm I supplied ******** with the serial # required and she ordered the necessary parts to fix the problem (email attached). The parts ordered were shipped on 6/06. I was instructed to await contact from the 3rd party (USSI Global) installer for an appointment. On 6/14, the installer arrived at 4pm to perform the service. The tech installed the 2 circuit boards but was unable to to get a "viewable" picture on the TV. He said this was not part of his job and there was nothing else that he could/would do further. The tech asked where I purchased the TV originally. I told him Best Buy. He suggested that I call the Geek squad. He asked me to sign a pad noting that he was there and I did. But, the TV still did not work.On Monday 6/17 5:06pm, I spoke with ******* in Tech support and explained the problem. ******* transferred me to **** @ 5:30pm. After reiterating the story again, he eventually said that he would have to call me back after confirming the story with his 3rd party installer (USSI Global). Either way, **** said he "may be" able to refund the cost for the parts. But, there was nothing that he could do with the Labor cost, since that was from an outside source and that I signed off on the project. I understand paying for a service but the service was not completed. The TV still did not work.On 6/21 @ 3:50pm, **** from SunBrite agreed to credit the cost for the parts but was unable to to assist with the labor fee. To which I said that, I would dispute the entire charge. Which I did with ***** @ 4:56pm.

  Customer response

  08/23/2024

   
  Better Business Bureau:
  

  Sunbrite has just contacted me and has agreed to credit my account.

  Please close this file.

  Thank-you

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