Best Buy & Geek Squad Policies

[sh14052]

 I bought a TV from best buy in August after looking tons of other places (which I now wish I would have bought from) and in February the picture started going out, but the sound still worked. Best Buy had a local TV repair company pick it up after countless phone calls. It has been over a month and still NO TV.

I called them countless times to see when I would be getting my TV back or where I could locate it only to be told to leave a message and they would call back which they never did. One of their representatives then called me asking if I had my TV which I told her no. She said she would figure out what was going on and call me back, SUPRISE she never called. 

I have been paying a cable bill for 2 months now that I have no TV for. Best Buy called me recently and said my TV would be exchanged for a new one, once the TV repair place brought it back and I drove it to the store to get a new one. Still have yet to see the TV.

 I called and asked nicely if once the TV was back in my possession if Best Buy could pick it up and bring my new one since I have a small car and had to rent a truck to get it the first time, and out of respect that it has taken so long. After talking to several people including a supervisor which I have and I.D. number for was told "Sorry we can't fund the fee for them to drive the TV."  And that there was no one else I could talk to about it.

Really?! You are multimillion dollar cooperation yet you have ABSOLUTELY NO power to do this. Give me a break. Worst Customer Service Ever. I will never recommend Best Buy or shop their again. Obviously they have no consideration for their customers.

When I get my TV back still remains a mystery.

[amd555]

The delivery fee is $69 and can be waived at managers discretion. it would be easier and cheaper then renting a truck at times

[sh14052]

So should I talk to the manager at the best buy I purchased my TV even though the issues I have been dealing with are through the 1-800 number?

[amd555]

I would encourage that

[Dorothy-BBY Community Supervisor]

Good afternoon sh14052 -

Allan, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you!

[sh14052]

Thank you for your reply. I look forward to speaking to him

[Allan-BBY Community Connector]

Hi sh14052,

After seeing how long your TV was in repair, and then reading your account of this, I can certainly understand you being upset. I sincerely apologize for how difficult this has been for you.

I do see that your TV was approved to be replaced, and I should point out that in order for us to release the new TV to you we would have to have the old TV back in our possession. What this means is that if a customer wanted to walk out of the store with their replacement TV they would have to bring the defective TV into the store that processes the replacement. If a customer wants the replacement TV delivered we would then pick up the defective TV when we delivered the new TV, but the delivery of the replacement TV would be at cost to the customer unless they had paid for the TV being replaced to be delivered in the first-place.

I do see that this replacement was processed in our store on 3/31/2011, and I see the new TV is scheduled to be delivered to you on 4/9/2011. I also see that the delivery didn’t end up costing you anything. 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,

[sh14052]

My TV was finally replaced yesterday. After posting on this wall my concern was addressed. Had I not posted on here I would have not recieved the solution I was looking for. I will purchase small items from Best Buy but am not sure I would ever use them again for large purchases.