Best Buy & Geek Squad Policies

[sparkles]

We purchased an LCD Samsung HDTV at Best Buy January of this year.  We also got the warranty. Recently the TV has started shutting itself off an on again by itself, while watching a show, movie or playing a game it will do this.  Called Geek Squad and the first trip out was set up pretty reasonable in time.  The agent Ralph was scratching his head as to what it could be. He tried to do a software update and said it was already updated, he then said perhaps it was the antenna and the picture was going out but NOT the TV. I explained the TV actually shut OFF and ON.  He ordered a Power panel part said someone would be back to put it in.  Said not to call him as he is hard to reach.    Well a week later Jim came out (very polite and professional).  He installed the power panel although he was not so sure it was the problem. He then tried to update and found it did in fact need an update and did it for us.    He said to call him and let him know if this corrected our problems, if not he would order the Motherboard an Keypad, if so, he would close the order out.  (Only real parts left to try). 

The parts came in and a week later Ralph shows up. First thing out of his mouth when coming in was "I cannot beleive I ordered a Power Panel that is not like me"  then he proceeded to replace the motherboard and keypad. When he got to the key pad he said he could not replace it as the front is glued on and would need to replace the whole front panel to do that. After this, the TV was set back to default so he was setting it up.  During this time he said are you sure the picture is not just going out...he said this in a very condencending way. I said AGAIN, NO and showed him-- I turned the TV off and said THAT is what it does. Oh he says. Then he tries to tell me that if you watch the TV with the side black bars it can mess the tv up. WHAT?  And I said then why do they offer to be able to watch 16:9?  He said I should stretch the picture if watching for a length of time and that could be the problem?  He talked down to me and then suggested the antenna was doing it. WHAT????? 

I told him I was NOT going to be told that the problem was our own fault and that the tv needed cable or "stretched" pictures in order to work right.  He said "well you obviously are not going to listen to me" then yanked his tools up and said "I am not going to argue with you Maam" and left in a huff. I was NOT arguing at all, was simply sticking up for myself as he was belittling me and making excuses.  I NEVER EVER want that man in my house again.  This is unacceptable. 

We have purchased a lot with Best Buy and their warranties. This is the first we have ever used a warranty.  I have never had any person be so rude to me, specially someone who is there to repair and item we purchased from their store.  Not sure if TV is fixed yet, as the On and Off has no rhyme of reason, hoping it is.  I do not fault for trying different things if they do not know what is causing it, this is to be expected.  I DO however, expect the person to just say "hey, have never run into this yet so will just have to try things" NOT to blame it on the customer right away! Or to treat the customer with such disrespect!

[CrystalWoW Community Veteran]

There are several samsungs that have power cycling issues that require a firmware update to fix it. I don't know if that was the "software update" that the tech did on the power panel but it is worth a shot and in general is something that a consumer can do. There is also another problem on some samsungs that cause it to cycle from bad capacitors according to a samsung rep. Go to Samsung's support site and put in your model and try updating the firmware with the instructions found there. See if it does anything. If this is what the tech already did then disregard. 

[b12njoy2010]

Hello sparkles,

A geek should never leave your home without explaining the repair status of your tv. I hope corporate can arrange for a different geek to go to your home and take a look at your tv. 

[sparkles]

Thank you for the reply.  My bad, I meant Firmware update,  however I did go to the site and download the most recent with USB and it was up to date.  Yes, I have mentioned that to the repair men the part going bad in a lot of them, but was met with the response I cannot trust the internet. 

The problem was not solved today.  It happened again tonight.  The agent called to close out the ticket, I told him it was still doing it.  He said he would order the front panel part to replace the keypad and the panel and if it is here by Tuesday he will replace that then.  Said he would order it next day air so we will see.  This is getting ridiculous.   Hopefully, they will send someone more competent , if not, Husband will be home that day so he can deal with him. 

[JoshSB]

Wow!

Sorry to hear about that.

One of the Community Connectors (Best Buy Corp) will be along shortly to assign your thread and try to figure out what exactly is happening and why the Agent treated you that way...

[Dorothy-BBY Community Supervisor]

Hello sparkles -

Allan, from our Community Connector team, will be reaching out to you regarding your concern.  I appreciate your patience until he is able to connect with you.  

[Allan-BBY Community Connector]

Hi sparkles,

I have to start by saying that no customer should be met with blame or disrespect when interacting with any representative of Best Buy®, and I can completely understand you not wanting to have Ralph (our technician) back out to your home after your last experience with him.

I would like to do what I can to make sure this gets taken care of for you to your satisfaction, and I am sending you a private message to start that conversation. 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,

[sparkles]

Thank you for you time on this.   I have replied via message. Thanks to all who have responded in this post.

[sparkles]

Jim and Les came out today and were able to replace the keypad without needing the front panel after all.  Will not know for sure if problem is resolved as it does not occur at set times, but hopefully, this will take care of it.  We did look at the calipors while the back was off and they were fine.  Jim assured me I can call him if it does not correct the shutting on and off by itself.   The simple taking time to acknowledge us and try and correct the problem means the world.  THANK YOU JIM....and THANK YOU LES.    They deserve a raise, specially Jim as he has been diligent on getting this fixed.

I must say Kudos to Jim and Les for their professional and timely manner in which the work was done.  I also want to say a special thank you to Les for acknowledging our complaint and trying to get to the bottom of it.  He did it in a very professional manner and offered his number if we have any more problems.  KUDOS and THANK YOU!!

Thank you to Allan and others who worked on our behalf and to Best Buy Geek Squad as a whole. I believe in praising where praise is due. So often one complains but never takes time to make feedback when things go right!  

This will be closed for now.  Will respond again once I know if the latest repair has fixed the TV issue or not.  However, as for the other issue, it is closed in my book.