Best Buy & Geek Squad Policies

[travis174]

I have had an LG 62" tv for about 4 yrs now and over the last year it has broke twice. The first time it took 8 weeks and 3 different tx companies to fix it. Now 5 weeks ago it broke again with the exact same problem. But NOW the GEEK squad was going to handle it. HERE we go. First they told me that if the TV could not be fixed within two weeks they would replace it. They couldn't fix it the first time. then they made an appointment with out confirming any times with me. Next they brought out some more parts, NO good! Four weeks later which was last week they told me the parts were unavailble 1 day before my scheduled appointment. In the mean time I talked to someone on the squad and they told the service tech had the parts and was waithing until the appointment. So I called again and they made another appointment for July 6th yet the part were no longer available. Then they decided they would replace the TV. The squad person told me the put in a 1-2 rush on getting a conformation number so I can get this taken care of. I called today and that is a bunch of CRAP!!!. It will take 3-5 days to get it. EVERY time I have called I get a different story. I talked to the supervisor of GEEK squad and she was a JOKE. IN all my calls I feel that they never had the customers best interest in mind. One Squad person even told me there is no time line on getting something repaired. Lastly I am sick and tired of every person that I talk to telling me " they undstand my frustration"  If it wasn't for this warranty I would drop the TV right at the door and never step in there again. They have horrible customer service and I hvae no where to go to get this resolved. I am at the mercy of the GEEK SQUAD and the super slow SERVICE!!.

[Elizabeth-BBY Community Supervisor]

Hi travis174,

I've asked Allan, one of our Community Connectors, to look into this and see how he can help.  You should hear from him within the next few business days at the most.

Thanks for posting,

[Allan-BBY Community Connector]

Hi travis174,

This sounds like a very long and frustrating TV repair experience, and after reading your post I can completely understand you being upset with the service you have received from us. You should have received accurate and consistent information from every representative of Best Buy® that you spoke to, and the fact that you didn’t is very concerning.

I did see that your TV was finally approved for replacement on 6/22/2009 and you should have been contacted by a representative of Best Buy® who should have given you the confirmation number, and they should have explained the replacement process. If you need any personal assistance from me in this matter send me a private message, and I promise to do my best to assist. To send a private message make sure you are logged into the forum, then 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