Best Buy & Geek Squad Policies

[liveversion]

I orginally called geeksquad for repair on 01/22/09 to have my tv repaired. I've had a geeksquad tv technician come my house to repair my broken 40 inch Samsung TV 3 times under warrranty (and ordered two different parts at separate times) and has still yet to repair my tv!!! When he came last thursday, his third visit,  he told me that he cannot repair it with the part he had and will request to have the tv replaced instead and to wait 2 business days for confirmation. I called to confirm yesterday, Sunday, as I didn't get a call and was told on their system that there was no request to have the tv replaced but instead he has ordered another part!?!?!?!?!?!?!?!? What!?!?!??!?! I spoke to the supervisor, Ken, and told me he will compose an email to have this escalated and should get a call from the lead tech/ltech supervisor to get this taken cared off and I should get a call in the next 4 business hours or no later than 12pm PST with the staus of the request for replacement (And no follow up was necessary). I didn't get a call so I had to call again and was forwarded to another supervisor, Flossie, and told me that she sees the email being sent out but also that the TV was never going to be replaced and do not know why the technician told me that, and I should just schedule for another appointment (Friday, Feb 26th was the earliest they could accomodate). And now for the 4th time have to ask my boss for at least another half day off, and tell her that i'm getting my TV repaired AGAIN!!! At this point I DO NOT trust that the technician will get it fixed since he's tried to replace a couple of parts already (obviously does not know what needs fixed), and he's lied to me about the replacement request - He should have just told me that he was going to order another part instead of telling me that he'll put a request for replacement!!! I'll probably end up wth an unrepaired tv by Friday still, and it has been more than a month!!!! VERY FRUSTRATED with Best Buy Geeksquad!!!

[Dorothy-BBY Community Supervisor]

Hello liveversion -

Allan, from our Community Connector team, will be reaching out to you regarding your television repair.  I appreciate your continued patience until he is able to contact you.  Thank you!

[Allan-BBY Community Connector]

Hi liveversion,

I definitely apologize for any miscommunication that happened between you and this technician, and I agree completely that this tech shouldn’t have been advising you that your TV would be replaced by your manufacturer’s warranty if he knew it wouldn’t be.

I did look into your repair, and I confirmed that a new LCD panel was ordered by this technician the last time he was at your home. I also show that you are scheduled to have this part installed this Friday 2/26/2010.

After a month without a working TV I am sure you are extremely frustrated by now, and I would like to do what I can to get this resolved for you. I am sending you a private message to pass along some additional information. 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,