01-05-2009 09:00 PM
I am a regular, long time, customer of Best Buy; in addition to other smaller purchases, I have bought from Best Buy 3 Samsung TVs in the past 12 months. For each one, I added the extended warranty, thinking that I would be well serviced and protected by the Geek Squad; that has not been the case.
The first Samsung TV developed a fairly loud high pitched tone; after talking with Samsung, I knew that the problem was in a power supply. I called the Geek Squad, and they made an appointment to come out; within a week, two techs came out, and, in a few minutes, determined that the problem is a bad power supply. So far, so good. They said they would order the new part and that I could expect to hear when it's in, approximately a week. Within ten days, I got a call saying that the part is in. Per the VM instructions, I called to make an appointment; what a joke! The first person said she was showing the first available appointment would be a month away; this was after being put on hold three times. We both agreed that would be unacceptable. She said she would have a tech contact me within 48 hours. I waited . . . and I heard nothing.
Several days later, on 12/29, I called back: after a couple of times on hold, I was told that I would get a call back within "24 hours." Four days later, on 1/2, I called again, and I was told that they had sent an e-mail to the "Lead Tech," that I would get a call within 24 hours. Today, now another four days later, I went to the store and met with the store manager. He explained that the stores no longer have any control over Geek Squad activities. I explained that the stores need to be concerned, as their sales will suffer if good customers become disenchanted. I spent over 30 minutes while he called the same number I call for service.
The person on the line told him that they had scheduled my repair install for January 26th, well over a month after my initial call to set up an appointment. No one had ever called me to tell me; no, there were no voice mail messages. I told him that it is ridiculous to have to wait over seven weeks after my initial trouble call, and he agreed. Finally, I was told that they will try to squeeze in an appointment for January 15th, but that they have to request the change on a "form," and that I will not know until someone calls me back "within 24 hours" to confirm that they can do it on the 15th.
Frankly, I find it totally unacceptable to wait so long for a repair, and I will think more than twice when I am making my next electronics purchase. Again, I have bought from Best Buy thinking that the Geek Squad would be a benefit.
HARDLY! Rather a detriment.
As I said before, I could not be more unhappy with the Geek Squad service; honestly, I have no choice but to look for other alternatives when I am making purchases that could need service by the Geek Squad.
01-07-2009 09:03 AM
01-07-2009 03:27 PM
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01-07-2009 05:16 PM