Best Buy & Geek Squad Policies

[Cassandra]

The Samsung 50 inch DLP that I purchased from Best Buy developed a major problem, just a few months outside the extended warranty period.  I called Best Buy since I naively assumed that I would get the best service where I purchased the TV.

Marti in CS told me she could set me up for an appointment the next day, May 12, from 1:00 to 4:00.  I stayed home all day for the appointment.  I called at 10:00 and was told the service person should be there between 1:00 and 3:00.  I was told at 3:00 that maybe he was running late.

At 5:00 I called again and Gary told me that the appointment had been rescheduled for 5/27/2009, over two weeks away.  I asked who rescheduled the appointment and why?  And when they had planned on notifying me, the customer?  He had no answer.  I then spoke with Ethan, who was identified as a floor supervisor.  He said he would have the field supervisor call me the next day and see if an earlier date could be arranged.  No one from Best Buy and/or Geek Squad contacted me.  This is totally UNACCEPTABLE customer service. 

After being stood up once, there is absolutely no way that I am waiting over two weeks for a service person that may or may not show up and with no assurance the same thing wouldn't happen again.  Particularly when I am paying for the service call and any repair work out of my own pocket since the extended warranty I purchased expired in January. 

I might add that the people I spoke with on the phone were all polite and curteous.  However, it is totally disrespectful of a customers time to allow them to stay home an entire day and then to "reschedule" the appointment without so much as a curtesy call to let the customer know what is happening.  For the field supervisor to fail to call is even more inexcusable.  I might also add that I think $150 charge to just come diagnose the problem is unusually high.  However, I was willing to pay it when it they told me they could have someone out the next day.  Had they initially told me over two weeks, I would have called another repair place and possibly have the problem resolved by now. 

[Starflyer59]

Customers should be reimbursed if the customer takes a vacation day and then BB does not show up. BB is costing the customer money by them losing a vaction day.

[Cassandra]

I totally agree that there should be some sort of compensation to customers when the repair man simply fails to show-up.  The local cable company has some sort of "on time" guaranty where if they are late they take $20.00 off your cable bill.  Not exactly much, but better than nothing.  I certainly think Best Buy should take at least $50 off their already inflated service call price when they totally stand up a customer  (if of course they can find any customer who is willing to give them a second chance that is paying for their own repairs). 

[SlimJim77]

I feel your pain, Cassandra. The lack of common courtesy in these situations in inexcusable. You've come to the right place, however. Mods will probably comp you somehow. Stay tuned.

[Elizabeth-BBY Community Supervisor]

Hi Cassandra,

I've asked Dorothy, one of our Community Connectors, to offer her assistance with your tv repair concerns.  You should hear from her within the next few business days at the most.

Thanks for your continued patience,

[starhelper2587]

Just curious - From what you described, you setup this appointment through your local BB store, right?  Were they sending out a GS service tech or a 3rd party repair person?  That may have been the root of the problem (3rd party) because GS techs are supposed to call the client if they are going to be late or are not able to make it.  If they can't get through to the client, they call a Central Dispatch team, who then contacts the client.  At least that's how things are supposed to work!

[Cassandra]

Thanks Elizabeth,

Let's see, it is now Saturday 5/17.  I was stood up by the Greek Squad on Tuesday 5/13.   Ethan the floor supervisor promised to have the field supervisor call me the next day.  Three full busines days later, it still hasn't happened.  Obviously Ethan and the field supervisor are not very concerned about customer service.  At the very least I am owed an apology. 

As for Dorothy, I didn't hear anything from her Friday.  I doubt if I will hear anything this weekend.  So, if I hear anything at all, it will probably be Monday or Tuesday.  Too little, way too late. 

Since the TV was out of the extended warranty period and I am paying for the repairs,  I have already had an independent TV repair service come look at the set and order the color wheel.  With any luck, I should have my TV operational again next week -- long before the 5/27 date for which I was "rescheduled" without any discussion with me.  Plus, based on the conversations with the Geek Squad, even if the guy actually showed up on 5/27, they would probably have to 

order the part.  Based on the service (or rather lack there of) provided to date, I would be lucky to have my TV operational again by the 4th of July if I use the Geek Squad!!

So, I am not exactly sure what Dorothy can do to "help" with the TV repair problem.  Although, as already stated, I feel that at the very least I am owed an apology from Best Buy/Geek Squad for standing me up and rescheduling the appointment without even a courtesy phone call.  Also, the next time I make a major TV or appliance purchase, I can assure you that I will think a LONG time before making the purchase at Best Buy.  Even if I purchase a new product with an extended warranty, I have no reason to believe that I will get any better service if it needs repairs.

[Cassandra]

I set up the appointment by calling the Geek Squad phone number, which I got off the BestBuy website.  I have no idea who they were actually planning to send.  The person who initially scheduled the appointment told me they had one available the next day from 1:00 to 4:00.  I talked to at least four other persons at the Geek Squad number the day of the appointment.  No one ever told me who was supposed to be coming or that they were an independent third party.  It wasn't until the 5:00 call that I was told the appointment was rescheduled for 5/27.  The two people I spoke with at tgat tune could not explain why the appointment was rescheduled or by who had ordered it rescheduled.  Or, why no one even bothered to call me in connection with the rescheduling. 

The first person I spoke with the day of the appointment tried to call the repair persons cell phone and he did not answer.  She left a VM and said she also sent an e-mail.  The second person indicated that he had never returned the call or answered the e-mail.  It's possible he called in sick, but you would think that someone connected with Geek Squad would have been able to tell me that early in the day. 

[Cassandra]

Before I posted to this board I sent a message to Best Buy Customer Service explaining what happened.  What a joke.  I came home this afternoon and had a message from "Cory", who identified himself as a customer relations representative.  Not so much a sorry for the inconvience.  Just that if I wanted to cancel the "rescheduled" appointment for 5/27 that I needed to call that department!!!   Obviously Best Buy does not "get" the concept of "customer service".  Heaven forbid that "Cory" take it upon himself to look into the situation and explain to me why my appointment was "rescheduled".

[Dorothy-BBY Community Supervisor]

Hello Cassandra -

I can absolutely understand your frustration!  I know when I take time off work, I expect anyone performing work in my home to come when scheduled or it just wastes my time!  I know my time is very valuable, as is yours, and the fact that it was wasted with a no call/no show, is unacceptable.  Please allow me to offer my apologies for this. 

In reading your further comments, I can see that you have chosen to go with an different service provider to perform service on your television, and I was pleased to hear that you are now in the process of getting it repaired.  While it saddens me that we were unable to meet your needs in this situation, my ultimate goal is for my customer to have their products up and running so they can use them.  

I would like to speak to you a bit further so I can ensure I have correct information for documentation, as well as possibly offer a gesture towards restoring your faith in Best Buy®.  I am sending you a private message, so please be on the lookout for it.  You can access your private messages by first ensuring you are logged into the forum, then clicking the envelope in the upper right hand corner. 

Thank you for taking the time to share your experience with us. 

Regards,

Dorothy

Community Connector

Best Buy® Corporate