Best Buy & Geek Squad Policies

[TE619]

If the two of you, Mbrguy and  Crystal, have nothing to add then why are you posting? Just to mock the op? She got enough of that from other BB employees, trolling is not needed when someone if already upset.

I'm NOT related, but I can understand why the op is upset.

If a company says they are going to call you, then they should.. oh I don't know... CALL YOU! I've been waiting for a response for over 2 weeks, when I was told a "day or two".

Yeah maybe the op could have let the repair person come on Tue, but well.... MAYBE they don't have a job where they can just call in. Hmmm...have an issue at work or get my 2 month old item repaired? Maybe working at BB, you can just call in, but I have to have prepared lessons to not go into work or face a write up.

Maybe you could show a little sympathy or empathy, and think about what life is like for someone other than yourself. 

[Mbrguy Emerging Expert]

We weren't mocking the OP, just the other poster which is termed in internet forum termonology as a "Sock Puppet."  When you get someone else to come onto the forum, or you create a new account, with the idea to "agree" with you as though it was just someone out of the blue.  

Yes, they would try to get someone out as quickly as possible, but what probably happened is they pulled up the schedule afterwards to find a tech and all the availible techs were busy with other customers throughout that day.  They aren't going to cancel someone else's appointment for you because I'm sure in that other person's mind, their appliance going out is just as much an emergency as yours is to you.  So, instead, they found the next availible day, which was the day afterwards, but apparantly you couldn't do that day.

This isn't "horrible service", it's just scheduling conflicts.

[atlantisangel98]

In my opinion, it is horrible service if someone who is supposed to be helping her puts her "on hold" and then mocks her to a co-worker. That must feel really crappy.  I think she meant that she cancelled the Geek Squad tech from coming out because she had not heard from them and LG had already taken care of it by that time. Knowing that Best Buy has to order parts, that could have taken a while. It's not good customer service to tell someone that you're going to do something, then don't, and be made fun of all in one. It seems like a case of complacency to me, after dealing with problem after problem day in, day out it can be (understandably) difficult to show compassion and empathy customer service wise. The only person that showed compassion and empathy about my situation to me was Mr. Allen of this forum.

[Allan-BBY Community Connector]

Hi trishabella,

I’m sure finding out that your new refrigerator was already broken was disappointing enough, and am truly sorry for how this repair request was handled by our services. I can also say that no employee should ever be mocking one of our customers behind their back, and I honestly feel bad that this was your experience when calling us.

I can say that if you were offered a next-day appointment that is pretty good for our services, and we would never send a technician out the same day we were contacted by a customer to request service. If this does not meet your expectations of your Geek Squad Black Tie Protection  (GSBTP) plan you can get a pro-rated refund of the plan, but keep in mind that this will leave the unit unprotected after LG’s one year warranty has expired.

I was happy to hear that LG is taking care of you on this, and it sounds like your unit should be repaired by now. I would also like to see if there is anything additional I can offer, and am sending you a private message. 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,