Best Buy & Geek Squad Policies

[bruran]

We purchased a 37 inch Samsung LCD HDTV last October (2008).  A couple months later (Dec.) the video (backlight) started going out after a short time. 

1.  We called it in and the Geek Squad finally showed up, tested a few items and ordered a replacement "board".  It was replaced in January. 

2.  By June the TV was at it again - going out after 45 minutes or so.  Called them again and they returned - this time the part "was bad" and had to be re-ordered. 

3. Geek returned in July and determined that the part wasn't bad after all - replaced the board again.  TV still losing video @ 45 minutes.

4.  Geek returned in early August - said a tech memo said soldering was bad on some boards - he did some soldering, replaced the board, gave us his cell phone number and left.  After about 1-2 hours.....Yes Sir, you guessed it - the video was out again.  We called tech - left a message - no response.  No response to several other calls.  Best Buy finally called us yesterday and informed us that we did not qualify for a replacement.....

We have purchased many appliances, computers, A-V equipment from Best Buy - NOT ANY MORE!!!

[Dorothy-BBY Community Supervisor]

Hello bruran -

Allan, from our Community Connector team, will be reaching out to you in the next few days.  Thank you for sharing your story!

[bruran]

Actually my husband is correct in his recent letter to this forum.  But, he's left out some things.  I'd like to add to his letter. We purchased the Samsung TV in October 08.  It started it's malfunction in Jan 09.  After waiting 10 days for a Geek to come out, the Geek decided it would be best to replace the "main board" He ordered the part and we waited about another 10 days for him to come and replace the "main board".  The TV worked until June when it started doing the same thing, loosing the picture after an hour. If we turned off the TV and turned it back on , it would last for about 5 minutes and go out again.  We called the Geek Squad and went through the same experience again as the Geek decided to once again replace the SAME part.  Hummmmmm it didn't last the fist time so one would think it was maybe something else, yes?  When he got here he replaced the part (main board) and could not get a picture.  He decided that the part was "extremely defective".  When to his truck to order another part and came back into the house to tell me that "the part has a new revised number, maybe that was the problem.  He had order the newer part and would call us when it came in.  When I asked him when that would be, he said "if it isn't here in a week, give me a call" but didn't leave a number.  After TWO weeks of not hearing anything I tried to reach the Geek but got transfers back and forth as the store personnel didn't really listen to what I was asking of them.  As we were transferred from dept. To dept. In the store ,  I became upset and asked to speak to a manager who TOLD US that we should call customer service and ask for a replacement.  In the managers opinion, we qualified for a replacement TV.  I tried that approach and got NO WHERE.  So we WAITED.  Another week or so went by and we got a call to schedule the replacement of the "newer part".  Geek came, replaced the part and admitted to us that the last part was actually OK and that he just had not received the right tect info the "set up" that part after it was installed.  Within a couple of hours the TV was doing the same thing, loosing the picture before an hour was up.  We called the Geek Squad to set up another service call.  Ten days later the Geek showed up,  and told us that we were entitled to a replacement but the transaction had to be approved.  He then told us that he had learned some new information about something that he had had success with in this type of problem.  We were entitled to a new TV but did we want to try this new possible fix?  Although we were at that time, in his opinion, entitled to a new TV we decided that we'd rather have him try the idea that go through a (what we thought by now would be a long infuriating) exchange.  So he took the TV apart and re-soldered everything that had solder on it.  Put the TV back together and away he went.....less than an hour later.....same problem......After reading the extended warranty and reading that we "should keep all records of service calls" I had to laugh because even though this warranty info. was written by Best Buy and The Geek Squad, not in FIVE service calls were we EVER offered a copy of the paperwork for ANY of the visit?   Why is that?  I will make it my duty to let all of our personal and business friends aware of Best Buy practices.  Or just tell them that if they are thinking of spending any money at Best Buy to Google anti Best Buy or anti Geek Squad before spending a penny.  We're done.

[bruran]

Good luck with the BBB.  We are having a bad time with Best Buy in Santa Rosa honoring their Black Tie Extended Warranty and the BBB just informed us that they took Best Buys... "excuses".... as the final word.  No cantact with us other than the email that we sent them.  Make sure that you put all of your thoughts in your contact with the BBB because they won't investagate any further.  Big business wins over the little guy and we may get stuck with a $1100. piece of junk.

[Allan-BBY Community Connector]

Hi Bruran,

I’m sure it is extremely upsetting to have the TV that is not even a year old repaired so many times, and after looking into your repairs I can understand you being upset.

It sounds like you want this TV replaced by your Geek Squad Black Tie Protection (GSBTP) plan, but that request was denied. Although your GSBTP plan is intended to repair your TV not replace it, there are certain circumstances in which you plan would replace the TV. If your TV has had three previous qualifying repairs, and there is a diagnosis that a fourth repair is needed your GSBTP plan would replace your TV. Your GSBTP plan would also replace your TV if we determine that your TV isn’t repairable, or if we determine that the current repair wouldn’t be cost effective to continue. A qualifying repair is when a non-consumable part(s) is installed and due to that part(s) installation the technician determines that your TV is working properly.

I would like to offer my assistance in this matter and do what I can to get this resolved for you. I am sending 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 for posting,