Best Buy & Geek Squad Policies

[TheMightyElk]

I had purchased a new dishwasher from best buy when my old one died and i purchased it on my best buy card. I have purchased many things at best buy and i used to work there for almost 3 years and i believed in the response and service of there PSP PRP program. i bought a PSP on this dishwasher and barely after a year it died. i called best buy to get a tech to repair the unit and they said they would schedule a repair with Yakima Appliance in Yakima Wa. after about 3 days the tech calls and schedules a time to come to my house, i had to work so i asked my girlfriend if she could hang around for him and she did. he came to my house and looked at it for around ten min then griped about the house and left. He DID NOT mention anything about the repair or what needed to be done to the dishwasher so i called and left a message. he called me a few days later and said he needed to order parts. i agreed and then told him to let me know when they get ordered and come in so that i would have someone there.. i don't for the life of me know why i believed him. weeks pass and i call best buy. apparently the repair ticked disappeared. he didn't order parts and they don't know when i started all of this. i somehow manage to retain my sense and stay polite. i told them that this is unacceptable and the lady on the phone agreed, they then told me that they would try to contact the repair center and then if the repair center had not made arrangements they would authorize a replacement.. OK i can live with that. get it fixed or get it gone... so i wait a few more days and i get a call on Friday. " we've approved your replacement request and it will only take a couple days to generate a number for you to take to best buy and exchange the unit" SWEET! i will finally have a dishwasher again!! so i wait through the weekend and finally call in on Monday (yesterday) and talk to a lady who told me that it was still in process and they would let me know when they had it. so i wait again another day standing in the kitchen wading through dirty dishes. i call est buy and find out how long it will take to get my new dishwasher and get everything arranged so that when i get the code i would be able to go make the exchange. Today i receive a call from best buy. " hello Mr.Wilson i was calling in reference to your repair." This lady was nice until she told me they had REFUSED IT. now my patience has slimmed to a hair and i am angry. i politely asked her to transfer me to her manager and she told me no i would have to call the company back to talk to someone. i asked if she was with the same company. she said "yes but our phones cant transfer" so i hung up. i then called back best buy and after 20 min on hold i get some kid wanting to know what my issue was.. i think i managed to do OK not exploding and explained that i needed a manager to take care of my issue. the manager proceeded to tell me i could ether pay someone to come fix it which i cant do or i could wait for Yakima Appliance to finish the job. i made mention of the fact that Yakima Appliance has done enough at my house and they needed to send someone else to which the manager refused. she tried to call Yakima appliance and SURPRISE there was no answer so she told me she would have someone call them for me until they got ahold of them to complete the repair.. i futilely tried to get the manager to do something other than the bureaucratic sitting on the hands and get my unit replaced but i should have known better.. best buy does not care.

I am a Divorced single father who works 40+ hrs a week and goes to school full time. why would i need a working dishwasher, in fact why should i be mad that it has taken well over a month to get my dishwasher fixed. i think i might just have to write a letter a day to corporate until they realize that screwing a customer who has purchased THOUSANDS of dollars of PSP and PRP's is not a wise idea to keep that person as a loyal customer. maybe i'm an idiot for expecting prompt and helpful response to a failure that sets my household chores and duties back days. maybe im the dumb one for paying 25% on a best buy card for the appliance that is sitting broken in my house. no i'm just the stupid one for shopping at best buy. Thanks Big blue box i should have learned the lesson after working there.

[Dorothy-BBY Community Supervisor]

Good afternoon TheMightyElk -

Thank you for taking the time to share your experience with us, and allowing us the opportunity to find a resolution.  I know how frustrating it can be when anyappliance is inoperable in my house, and it sounds like you have been more than patient in this situation.

I would like to extend my assistance, and am sending you a private message to gather more information.  You can check your private messages by firstensuring you are logged into the forum, then clicking the envelope in the upper right hand corner.

Thank you!

[TheMightyElk]

50 Days!!! well i called again and they put in another request to replace the unit but honestly i am not holding my breath.. man i tell ya it would be nice if they gave me one heckova gift card for all this trouble...

[TheMightyElk]

57 days...

[TheMightyElk]

I feel like i need to go on a rant... What happened best buy? we used to be friends, i worked for you and everything i even turned my eye to the stupid and unacceptable buisness practices and the preferencial treatment. i shrugged it off whewn you " hired" me into the position i wanted then turned around and hired someone else to replace me. i ignored when i was sick for a week and had a note from the HOSPITAL proving i was sick and you hired my replacement and asked me to quit. i looked tyhe other way when you laid me off even though there was a full time position in my department open and even the department manager wanted me to fill it.. i ignore when it takes unreasonable amounts of time to get my stuff fixed and i dont yell at people on the phone because i am mad.. so what heppened? what did i do to piss you off oh best buy.. i have been a great friend to you by spending well over 25,000 in a year at your store.. i slaved long hours with no lunches or breaks and worked 14 hrs with no time off. what happened....

my dishwasher sits in my kitchen collecting intrest on my best buy card. i feel like i want to drag it to store 831 and leave it in the parking lot but ill still end up paying for it.. thanks best buy.. i appreciate the toughtfulness. maybe you could send over a cute geek to do my dishes for me untill the thing gets fixed, is that in the black tie protection?! oh did i mention when i worked there my average for psp was 80% sold??? yah... im that guy. i would sell prp's on headphones i think not only should you guys give me a new dishwasher but you should pay off this old one.. i think that would be fair. i mean 57 days? reaily?? blind albino geraffes could get this problem resolved faster.

Pete the geraffe : hey joe, whats happenin?

Joe: nothin just feeling around for trees.

pete: yah? i got a call about a broken dishwasher and the guy wants it replaced..

joe: well send him a new one. remember its important to be cunstomer centric and make sure that every customer has a positive word to say about us..

pete: very true.

See?!! resolved. but instead i am allowed to wait 3-5 days per response. i think today i am going to contact the BBB and a lawyer. this is rediculous that no one has the nerve to say " im sorry ill take care of this"

[TheMightyElk]

i have filed  a complaint with the BBB and now i am looking into legal action. i am tired of being ignored.

[TheMightyElk]

58 days no response yesterday.

[TheMightyElk]

another 45 min on the phone and they say ill have an answer by 3:00 pm central...

[TheMightyElk]

59 days. i got a person who now has sent me a 100$ best buy gift card for my trouble. i liik at it this way. they wanted to save money right lets do a breakdown.

repair cost

100-180 dollars for tech

250-275 dollars for parts that may or may not have been orderd

399 dollars new dishwasher

100 dollar best buy gift card for giving me the runaround

also the fallout from the BBB investigation and possible settlement and the bad reviews and press i will give as much of as i can.

wouldnt it have been cheaper than 850 bucks to give me a new one 25 or 30 days ago?

well well see if we hit the 65 days mark because thats when the magic will happen.

[Dorothy-BBY Community Supervisor]

Hello TheMightyElk -

Thank you for your continued patience!  I believe I have some good news; please check your private messages!