Best Buy & Geek Squad Policies

[Ern1]

Ok this is I can't even say it in words that would be acceptable on here. I called Oct. 31st to have my TV. Serviced they told me the next appointment would be on Nov. 5th I said OK sounds good. The Tech. Calls me the morning of the 5th and says ill be there between such and such time I say sounds good ill see you then. I leave work early to make sure I'm there to meet him. I waited 4hrs and he never showed up. I called Geek Squad to see what was going on and to let them know that the Tech. never showed up. They asked if I could hold while they called the Tech. I said sure, a few min. Went by then the lady said I have your Tech on the line he will assisted you from here. Great hello my name is Joe, I said hi Joe what is going on you scheduled my appointment between such and such time and you haven't showed up what's going on, oh I reschedule your appointment, I said EXCUSE ME YOU DID WHAT, AND WHY? oh it was an accident I said accident fine are you still coming to my house, he said would you like me to come tonight or would you like to reschedule. I then began to tell him in so many words to show up tonight preferably in the next 30 mins. He shows up turns my broken TV on and says oh I don't have the parts to fix that I will have to order parts. Great OK do I need to follow up on this he said its best. He left after just rambling on about random problems in his life almost 30 mins.

I called on Nov. 7th to see if my parts had been ordered and when they would be in to see when I needed to schedule my appointment. They said oh I'm sorry no parts have been ordered for your TV sir you can imaging what I said to the poor lady. She apologized over and over said she would send to the parts service inquire department they would get back to me in 2-3 days. Fine I left it at that and waited the 3 days, still no call. I called them back on Nov. 11 stating I had not hurd anything from anybody regarding my parts order. The person told me there still looking into the matter and trying to get a hold of the Tech. They sent to my house. I stated that I had the Tech's # if you wanted it. anyway the told me to wait another 2-3 days and someone would be in touch about this. so I waited someone called finally woohoo, but they said we have no record of parts for you sir. I hung up I was going go off on this person and did not want to. I called back after I was calm and proceeded to ask for a supervisor or a manager so they got me a supervisor, at this point 2 and a half weeks had passed since my first phone call on the 31st. I began to tell the supervisor my situation on this she said I'm sorry sir the deadline for this issue is not up till midnight tonight someone will be with you tomorrow. Flames shooting so mad. Well I took matters into my own hand and called the tech and told him he needed to call his supervisor and tell him the parts he needed to order since he had no recollection of the parts he needed at this point. and guess what 3 weeks (Nov. 19) parts are orderd now I only got to wait another 1-2weeks to get my TV. Fixed. What a waste of a $400.00 service contract. I will never use them again, but I will make them come clean my TV. Once a year for the remaining of my contract to get my moneys worth out of them.

[Allan-BBY Community Connector]

Hi Ern1,

I have to say this sounds like we have failed you in the repair of your TV a number of times, and I can imagine being without your TV for this long would be inconvenient to say the least. It does sound like everything was going as planned until the technician didn’t show up for your first appointment. Although this rarely happens, mistakes sometimes are made and Best Buy® does its best to rectify those mistakes. Usually the first in home repair appointment is a diagnostic appointment, and parts are usually ordered. From what you said the technician told you he was going to order part, but for some reason the parts were not ordered.

This seems like a very confusing repair situation, and I apologize for any misinformation you might have gotten from Best Buy®. You did say the parts were finally ordered, and at least that is finally done. I would like to try and find out if there is something I can do to expedite your repair, and hopefully restore your faith in Best Buy®. I am sending you a private message so check your inbox.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate