Best Buy & Geek Squad Policies

[bsmith0681]

Felt this would be a good place to voice some frustration in the hopes that it may help Best Buy continue to improve its quality of customer service.  I've been a pretty loyal consumer through the years and have no problems before, but have apparently finaly met a problem that has reached a certain point.

Purchased almost 4 years ago a LG Televeision which for the first 2 years performed well. No issues.  However soon after that, it started to present issues.  I am now on my 2nd service call (4th part) and now am being told it appears there going to continue to try and fix it, even with a pending replacement request.

My issue isn't necesarily with the repair but that lack of assurance I am receiving from those I've spoken with.  I had made the request for replacement (though the official policy guidelines had not been met).  I was told this would be a 3-5 day process from request for approval/rejection and now its officially been approximately 7-10 days and I'm receiving mixed messages.

Per Customer Service moments ago:

1.  I have a schedule appointment for tomorrow (Yet, I never received even a phone call asking for a scheduled appointment)

2.  The request for replacement is pending, the supervising technician hadnt yet responsed for approval.

3. The part was ordered and will be installed (tomorrow without any notice or care of scheduling conflict)

The most frustrating part isnt necessarily that the TV is going to be repaired yet again, but that it appears the departments at Best Buy have not communicated with eachother to determine if that is truly the best course of action.  This leads me to believe that the repair department is merely looking at my expiring service contract and the need to take the quick fix approach so that they can move on, irregardless of the fact that they may force a loyal customer to also move on.

I was also told that even though the decision has been made to apparently fix a TV that is not proving to be of solid craftsmenship that I could purchase another warranty for it.  Which seems to tell me they believe this TV will break again and why should they be held accountable for the cost to repair "yet again".

This is a tough economy and you would think that BB would be trying everything they can to retain me as a customer.  Im definately not trying to play the "Im going to walk card" but then again it doesn't feel like I'm being handed a "you're a valued customer to us" card either.

If anyone from Best Buy is reading this and can provide any information in addition to the confusion that has been laid in front of me my Work Order # is 2258828.  Again, I am not looking for a hand out, but a descent explanation outside of of an assumption would be great.  The supervisor of customer support shouldn't be telling a customer that he assumes he knows whats going on.

Thank you,

Bryan S{removed per forum guidelines}

[Dorothy-BBY Community Supervisor]

Hello bsmith0681 -

Allan, one of our Community Connectors, will be reaching out to you in the next few business days.  Thank you for your patience!

[Allan-BBY Community Connector]

Hi bsmith0681,

No customer should ever be made to feel like they aren’t a valued customer, and you should not have been scheduled to have the last part installed without being asked when you would be available to have the part installed first.

I did look into your repair and it does look like the part that was installed on 9/15/2009 resolved the issue with your TV, and it is now functioning properly. I also see that a follow up phone call was placed to you today, and you confirmed that the TV is still functioning properly.

I was glad to hear that you finally have a working TV again, but I am never happy to hear that a customer is not completely satisfied with how their repair was handled. I am sending you a private message to hopefully provide you with an explanation, and to offer you resolution in this matter. To check your private messages you should log into the forum, and then click on the letter icon in the upper right hand corner of the page.

Thanks for posting,

[bsmith0681]

Thanks for the note.  I sent you a private message this morning as the TV now is presenting new issues.  Look forward to hearing from you on my new issues.

The renewed vigor with customer support is evident and I do appreciate you're efforts.

Thank you!

[bsmith0681 · Accepted solution]

Update...Issue has been resolved thanks in great part to Allan. I'm sure as time has elapsed I was not the best consumer in the world, but am very much happy with the resolution.

Never was going to leave Best Buy as a consumer over this, simply just become wiser with my purchases and warranties, which with his assistance I have become. 

Thanks again for all those that helped out and resolved my issue.

Bryan S{removed per forum guidelines}