Best Buy & Geek Squad Policies

[cml]

My husband and I purchased an Insignia TV last spring from our local Best Buy store.  3 weeks ago the screen went black and thus began the worst customer service odyssey we've ever had on an appliance.  First the the service phone kept disconnecting, then they couldn't locate our transaction (despite having the store location, our names, and the date of purchase), then they finally scheduled repair through the Geek Squad (tv is within one-year warranty).  On the first visit, the repair person said he needed a part, which he would return with within a week.  On the second visit, he came without the part and decided he needed a different part.  He said that if that part was not delivered and the tv fixed within another week, we would receive a new TV.  Well, a week came and went with no word from Best Buy.  After 10 days, we began calling again, had to start all over with the service people, who could not tell from any records what was going on.  Finally got a supervisor (about the 10th call since this mess began), who said that he would try to find the part and that we could not have a new set.  (He didn't care what we had been told - tough luck for us, I guess.)  Now we are at 3 weeks without a living room TV and no end in sight.  Another call today and request for a supervisor again resulted in a snippy (not at all apologetic) response that she would be "looking into" where the part was and whether we would get a new set.  When asked the policy on how long we have to be without a set to get a new one, she said there was no policy.  Apparently it's left up to these folks to do whatever they want. 

Does anyone know how to reach a person who can promptly get us the TV we paid for?  We could not possibly shop at Best Buy again, nor recommend an Insignia product.

[GeraldRose]

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cml wrote:

My husband and I purchased an Insignia TV last spring from our local Best Buy store.  3 weeks ago the screen went black and thus began the worst customer service odyssey we've ever had on an appliance.  First the the service phone kept disconnecting, then they couldn't locate our transaction (despite having the store location, our names, and the date of purchase), then they finally scheduled repair through the Geek Squad (tv is within one-year warranty).  On the first visit, the repair person said he needed a part, which he would return with within a week.  On the second visit, he came without the part and decided he needed a different part.  He said that if that part was not delivered and the tv fixed within another week, we would receive a new TV.  Well, a week came and went with no word from Best Buy.  After 10 days, we began calling again, had to start all over with the service people, who could not tell from any records what was going on.  Finally got a supervisor (about the 10th call since this mess began), who said that he would try to find the part and that we could not have a new set.  (He didn't care what we had been told - tough luck for us, I guess.)  Now we are at 3 weeks without a living room TV and no end in sight.  Another call today and request for a supervisor again resulted in a snippy (not at all apologetic) response that she would be "looking into" where the part was and whether we would get a new set.  When asked the policy on how long we have to be without a set to get a new one, she said there was no policy.  Apparently it's left up to these folks to do whatever they want. 

Does anyone know how to reach a person who can promptly get us the TV we paid for?  We could not possibly shop at Best Buy again, nor recommend an Insignia product.

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That certainly is unfortunate for the delays and mis-information you have received. I cannot speak as to whether BBY has a policy on replacing an item because of a delay in getting a part.  its also too bad you were told it would be replaced after a certain amount of time.

Usually a MOD here is able to get great results, and you should hopefully here from them soon,. Give them a chance, and hopefully it will work out for you.

[stldude29]

I do believe there is a 45 day waiting period for the part for the extended service plan, but I do not know if the same thing applies under the manufacturer's warranty. That is something that I would read through the TV warranty manual about or if you dont have it, I'm sure you could find it online. Just pull the model number off the back of the TV and google search it. 

[Elizabeth-BBY Community Supervisor]

Hi cml,

I've asked Allan, one of our Community Connectors, to offer his assistance with your ongoing television repair.  You should hear from him within the next few business days.

Thanks for posting,

[cml]

Thank you for your reply, Elizabeth.  We received a call this morning from someone named Katherine, telling us that the part would be available next week.  We are scheduled for next Thurs. afternoon repair.  That will be about a month from the first calls for service.  I will post again after the appt. 

[Allan-BBY Community Connector]

Hi cml,

Your inquiries should have never been responded to with rudeness from any representative of Best Buy®, and I can sincerely apologize for the described experience with this repair. I see that you were contacted today and told that the part needed to repair your TV would be delivered next week, and that you are scheduled to have the part installed on 4/9/2009. I will say that we should have never sent the technician out without the part they had previously ordered to repair your TV, and that technician should not have said we would be replacing your TV is that wasn’t the case. I would like you to send me a private message if the repair on 4/9/2009 isn’t successful, or if you have any specific requests for me. To send me a private message log into the forum, click on my icon, and then click on the send this user a private message link.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate

[cml]

Thank you, Allan, for your prompt communication.  I tried to send you a private message, but when I click on the "send a private message" link, nothing happens.  Please let me know if there is another way to reach you.  Thank you.

[Allan-BBY Community Connector]

Hi cml,

I have sent you a private message, and to check your messages you should log into the forum and then click on the letter icon in the upper right-hand corner of the page.

Thanks,

Allan

Community Connector

Best Buy® Corporate

[cml]

Hi Allan,

The service call scheduled today never happened and no one every tried to reach us to tell us that the part still is not in  I've tried to send you a private message, but the link is not working.  Our repair was scheduled for 12-4 this afternoon, with a call expected to give us a 2-hr. window.  By 1:00 we hadn't heard from anyone and tried to reach two people in Customer Service, to no avail.  Finally, at 3:00 we found the repairman's number and phoned him.  He told us that there was still no part and that someone was supposed to call us earlier.

Allan, I don't have to tell you that we are steaming.  Since we are still not getting decent results, we feel we have no choice but to relate our miserable experience to others online.

[nowcom2010]

I have the similar problem now

I bought an Insignia hdtv after  a month and 7 days it went black screen on me and i wanted to go and return it or get a refund but my 30 days were over for refund what can i do now , can anyone help me get it fixed or replaced  i bought it for the year 2010  not just for the month of december ,.. i have had it for four months already and i am not using it please i need any sugested advice and help ....

Customer Service Insignia TV under Warranty 

 04-02-2009 04:09 PM

My husband and I purchased an Insignia TV last spring from our local Best Buy store.  3 weeks ago the screen went black and thus began the worst customer service odyssey we've ever had on an appliance.  First the the service phone kept disconnecting, then they couldn't locate our transaction (despite having the store location, our names, and the date of purchase), then they finally scheduled repair through the Geek Squad (tv is within one-year warranty).  On the first visit, the repair person said he needed a part, which he would return with within a week.  On the second visit, he came without the part and decided he needed a different part.  He said that if that part was not delivered and the tv fixed within another week, we would receive a new TV.  Well, a week came and went with no word from Best Buy.  After 10 days, we began calling again, had to start all over with the service people, who could not tell from any records what was going on.  Finally got a supervisor (about the 10th call since this mess began), who said that he would try to find the part and that we could not have a new set.  (He didn't care what we had been told - tough luck for us, I guess.)  Now we are at 3 weeks without a living room TV and no end in sight.  Another call today and request for a supervisor again resulted in a snippy (not at all apologetic) response that she would be "looking into" where the part was and whether we would get a new set.  When asked the policy on how long we have to be without a set to get a new one, she said there was no policy.  Apparently it's left up to these folks to do whatever they want. 

Does anyone know how to reach a person who can promptly get us the TV we paid for?  We could not possibly shop at Best Buy again, nor recommend an Insignia product.