Best Buy & Geek Squad Policies

[epierce08]

I purchased a Dynex 42'' tv back in January. Well actually it was on in-store credit we had from a tv that previously conked out. Anyhow, the new tv stopped turning on, power button wouldn't power on at all. I figured better hurry and take it in, even though it's only been three months. When I brought it in to the geek squad they were actually pretty helpful, instead on having our local overloaded tv repair place (that has yet to return a projector we brought them 2 years ago!) they shipped it off to Dallas geek squad. I thought great, that's only 3 hours from us! Well I guess that's where it all starts... I dropped it off the 11th, it didn't get shipped until the 14th and then it took 5 days to get there. 8 days to ship to 3 hours away?!? Estimated date of completion was yesterday and not surprising, it's not fixed yet. But when I call there's no information, they don't know if they're waiting on a backordered part or what. All I'm told is hopefully it will be fixed this week and shipped next week. Great. So going off of the original shipping... 3 more weeks, maybe? It's not an old tv and they have comparable 42'' Dynex tvs for the same extact price, only difference is the ones in stock are 1080p. After just less than three months wouldn't it have been easier to just replace? So frustrating.

[Elizabeth-BBY Community Supervisor]

Hi epierce08,

I've asked Allan, one of our Community Connectors, to look into this and follow up with you.  You should hear from him within the next few business days at the most.

Thanks for your continued patience,

[Allan-BBY Community Connector · Accepted solution]

Hi epierce08,

This does sound like a very frustrating repair experience, and I’m sure that after owning this TV for such a short amount of time the length of this repair has been very upsetting.

Normally we service most TV’s in a customer’s home not at one of our service centers, but it sounds like our in home service was booked pretty far out so you opted to have it sent out for service to our service center in Dallas, TX. I would like to look into this repair and see if there is something I can do to resolve this quicker for you. I am sending you a private message, and to check your messages you should log into the forum and click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate

[epierce08]

I guess it's not so much about how long the repair is taking, I understand that television repair can be extremely complicated.  It's more about the response from the woman I spoke with when I inquired about the status of the repair.  It was almost as if I was bothering her just by asking.  And I understand the date that it is anticipated to be completed is merely an estimate, the woman I spoke with made it seem as if I was being ridicolous when I assumed she might have an idea when to expect an update.  I have always been pleased with Best Buy and the Geek Squad, as I have a Mitsubishi projector that needed a lamp (only took about 3 days for that), and the BTP came in handy when my PSP broke, and when a leading computer manufacturer zapped my laptop Best Buy was quick to replace it with a better model.  But I guess if only the real people in the stores could be as helpful as the moderators on the forums it would be perfect.  I have spent a lot of money at Best Buy, and quite a bit on items that were defunked in the first three months, to no fault of my own, I would just assume the customer service in store would be comparable if not exceed online and 800 number.