Best Buy & Geek Squad Policies

[surething00]

Dont be fooled into buying the Geek Squad warranty from Best Buy.  The "customer service" reps always try to talk you into buying that warranty at the store when you purchase just about anything and I finally did it when I bought my THIRD flat screen from them.  It seemed like a smart move when only 6 weeks after purchase the screen stopped working.  I called to set up an appointment to have a technician come out to my house and was told that the soonest available date was nearly 3 weeks away.  3 weeks later the technician arrived (late) and was at my house for literally 5 minutes.  He asked me what was wrong and I told him the same thing I told the rep on the phone.  He didnt even look at the TV and told me he needed to order a part that would take another 2 weeks and he would call when it arrived to come back out and replace it.  I never heard back from him and finally after 6 weeks had passed I called customer service to inquire.  They acknowledged that he should have called but said that the best they could do was an appointment in two weeks and that I had to do it on a Monday.  When I told them that I have a job and cant do Mondays they said they needed to have someone call me.  There was no option to do ANY OTHER DAY.  Of course 5 days later no one had called.  When I called back I got the exact same story.  No one had done anything and no one could.  I asked for a "supervisor" who literally said that there was "nothing she could do" but try to have someone call me back.  Thus far I have not heard from them.  So thanks to Best Buy and The Geek Squad I bought a new TV in October that broke in November and cant get anyone to deal with it unti lat least well into February.  Obviously Best Buy and The Geek Squad stop trying to provide "customer service" once you've made all of your payments.

[Elizabeth-BBY Community Supervisor]

Dear surething00, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Dorothy-BBY Community Supervisor]

Good afternoon surething00 -

To have your television for only 6 weeks and have it fail must have been very disappointing, however waiting another 6+ weeks for a resolution must be just as equally frustrating.  While I cannot explain why you did not receive a call after several weeks, I can offer some explanation as to the process of service from the Geek Squad®.

When a consumer has an issue with their Television or Appliance, the first step is to call in to the 1-888-GEEKSQUAD to set up an appointment.  Once an appointment is set up, a repair technician is assigned to make an initial diagnosis.  If the technician is able to repair the unit at that time without additional parts, then it is completed.  However, if additional parts are necessary, the technician would need to place an order for parts.  It appears when I researched your order, that the part necessary was on back order.  I am not sure if you were notified of this at your initial service call, and I do apologize for any miscommunication that might have occurred.  

Explanations aside, I would like to offer my assistance in this situation.  Please keep an eye on your private messages for further communication.  You can check your private messages by first ensuring you are logged into the forums, then clicking the envelope in the upper right hand corner. 

I look forward to assisting you. 

Regards,

Dorothy

Community Connector

Best Buy® Corporate