I went to Brandsmart a few years ago, August 2007 to purchase a TV for my boyfriend. I purchased a 42" Phillips plasma. It was an open-box item so it was cheaper than the others. I also bought a stand and a 5-year extended warranty, bringing my purchase to about $1100. The TV had been fine, and we were actually suprised at how long it lasted, considering it was an open-box item. But in August 2010, the TV died. We had moved out of state over the years, which meant we couldn't just go to the store. We followed the proper instructions for redeeming the warranty out of state. A local repair service contracted with the warranty company came and took the TV to see if it would be repaired. When they concluded that they would not repair it, we were told the TV would be replaced with a 42" LG plasma.

First, we were told somebody would contact us to get the shipping information, and they never did. After contacting them a week later, my boyfriend was told they were going to mail him a gift card and he was to purchase the new TV online. He never received the gift card. He then called and spoke with a supervisor about the process taking too long and he wasn't willing to pay for shipping on an item that has a warranty. The supervisor agreed and said she would take care of it right away and he shuold have the TV within a week. Yesterday marked that "week". He has been without the TV for over a month. And when he called them today to find out if it has even been shipped, he was told they're going to try to find him a tracking number and call him back.

I have a Samsung 42" DLP TV that I bought from Brandsmart in 8/07. I got a 3 yr extended plan which I have actually already used once on this unit to fix missing pixels.

Now the problem I am having is strange and does not make sense totally. The TV and different times just will not turn on and the only way to get it to turn on is to unplug the TV for a time. Initially the timeframe for the unplug was 5-10 minutes. The most resent time it was over 24 hours which makes the TV pretty much worthless and that is why it was moved to a bedroom once the timeframe got over 15 minutes.

This problem has been going on for over a year and before you say why did you not get it fixed then I will tell you I called initially and they told me that is the tech could not reproduce the issue I would be charged for the call... I was fine with that except when they tried to schedule a tech it was going to be almost a week before they came out. This would not work at all because this was a main TV at the time. And if I move the TV to another place it would work once I plugged it in thus getting me charged for the service. Not good.

So I waited. Then when I had the pixel issue I asked the tech about the problem when he was fixing the TV. The recommendation was to hope it gets worse since the warranty company will try not to cover anything. This is when I moved the TV to a bedroom. This was a few months ago.

Now about 2 weeks ago the issue happened again on its sparatic schedule and the TV would not reset after 24 hours. So I decided I could not wait for the wonderful service company to come and keep my TV for a month or more (which has been the case the last 4-5 repairs) so I bought a new TV. This TV was moved to a room that it was not hooked up in. It has been sitting since then.

So last night I get the information off the TV so I can call and decided to plug it in and guess what... it turn on. So I figured I would call anyways. Once on the line with the warranty company I explained everything including that the TV is no longer in a usable position. I was told that since the TV works now I have to wait till I can reproduce the issue otherwise I would be charged for the service call... I expressed my concern and reminded that my warranty runs out in August of this year and the reponse was purely a "hope it happens again" so it can be fixed.

Unbelievable. I will say that when I had an intermittent issue with another Samsung TV i had that was still under samsung's warranty Samsung sent a tech out no questions asked.

I cannot believe -- well actually I can -- that a company would treat its patrons like this. AND add the fact that Brandsmart continues to do business with them when tons of people complain about them. Mark this as yet another reason why I will NOT purchase an extended warranty for ANYTHING that is critical in my house because I know it takes forever and a day to get anything done.

I am now stuck with a TV that from time to time decides it does not want to work and I can't get it fixed. Thank good screwing people over is not against the law as long as you word it right.

This store argued with me about exchanging and xbox. I bought it 15 hours before and I brought all the receipts. It made grinding noises and ruined a CD. I had to go through 4 people and a mgr to get the credit and I was told I was a liar. finally got my money back and thanked the mgr. He told me he wasn't helping me, he just wanted me gone. People around me were shocked and angry. I initially only wanted an exchange. Theytold me they didn't make the machine so they weren't responsible. They asked me if I knew how retail worked and they don't exchange things. Theytold me my xbox worked fine. Why would I return a perfectly good machine for a different one? I have never been so angry. Other people were walking out of the store angry. I waited over an hour to get a return and was called a liar. This is the worst service I have Ever received at a store and I would never recommend it to anyone. In addition to that the prices are not cheaper than anywhere else. In fact the game was 10 dollars more that Target and the Xbox was the same price. I would pay more money to shop somewhere else just to get good customer service. This company just doesn't get it.

When Brandsmart initially told me that the earliest service call for someone to repair my brand new washer was a week and a half from the date I called, while irritated, I figured what can I do? Then they tell me that they have two windows: from 7-12, and from 12-7, that I'd have to be home waiting for the person, I was forced to move the date another four days to a weekend.

After juggling my schedule, canceling things I really wanted to attend, going home early on a Friday night, etc, I wait. And I wait. 11:30 am I call, and they tell me he'll be there before 1:00. 1:30 I call, and they tell me its now an afternoon call, so he'll be there before 7. Are you f*&king kidding me?

How can service be so idiotic? I'd buy elsewhere for my next appliance. No question.

I spoke to a customer service rep Tasha in the repair and maintenance department that needs manners. i called to get a time as to when the tech would be at my house i was told noon to 5pm she basically called me a liar and that she said up to 7pm. The Perlmans need to hire people that are customer service oriented.