Best Buy & Geek Squad Policies

[Jayss109138]

I am writing to express my dissatisfaction with the Geek Squad repair service that I scheduled for today. My appointment was scheduled for 12-4 today, 10-4-10. The tech called this morning and told me he would be here from 12-2.

When I called in the warranty service request, I gave all my information and was under the impression that someone would be fixing my TV today.

At 2:20 today, I called the 888 number to find out where the technician was. I was given a canned apology and told that I was given a 4 hour window, not a 2 hour window and I needed to wait until 4pm. The man called the tech, and he said that he was right around the corner, and would be there in 3 minutes.

I called again at 3pm, as the tech had not arrived, and now was an hour late from his 2 hour window. Again, the person on the phone couldnt give me any real answer on the location of the tech. His phone went to voicemail.

A couple minutes later, I get a call from the tech, telling me that he was outside, and there was no answer at the door. I explain to him that I am standing at the front door, and that he was not. I asked him where he was and he said "outside". I asked "at what address?" He gave me my old address. I explained to him that this was the wrong address, and that he needed to come to the correct address. He says that I will need to reschedule because he was already behind with his appointments. I explained that this was unacceptable, as I took the day off to get the TV fixed and had been waiting all day. He said he would call the office.

A few minutes later, the dispatcher called me and said that the tech was at my house and asked why I wasnt home. I explained the situation to her and was met with resistance again. It was my fault for giving the wrong address. And the tech was behind, so he needed to go to his next call. I explained to her that I had the original call center person repeat my address to me TWICE, since I knew that it had changed since I bought the TV. She said that since the tech was even in the same city, that it was impossible for him to make it today. I explained that it was only 6 miles away, and that it wasnt my fault that the address was wrong, and it wasnt my fault that the tech was behind schedule. She said she would check with the tech's lead. I asked her to have that person call me.

40 minutes later, I called the 888 number again, and was told there was nothing that could be done, and I needed to reschedule. I explained that I wasnt taking off another day of work for this. She tried to get me a saturday appointment, but the next available one was 2 weeks away.

The local dispatcher never called me back, nor did anyone from the local office.

So I wasted the entire day waited for someone that was never going to show up. I asked 2 separate times to just bring the TV to the store, and was told that I couldnt, because the TV was to big.

I would appreciate some response and explanation on what is going to be done to get my TV fixed.

PS Your Online "email us" link doesnt work! 

[Dorothy-BBY Community Supervisor]

Good morning Jayss109138 -

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

[Jayss109138]

How long should I be waiting for a response?

[jdiprenda]

Three business days for me.  I just got their survey in my email though! lol

[Dorothy-BBY Community Supervisor]

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Jayss109138 wrote:
How long should I be waiting for a response?

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Expectation on the Forum is you should receive an initial response in no more than 3 -5 business days. If you need a more immediate response, you can also call Consumer Relations at 1-888-BESTBUY.

Thanks!

[jdiprenda]

been there, done that, no help.  is the only way to get decent customer service to call a newspaper?

[Dorothy-BBY Community Supervisor]

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jdiprenda wrote:

been there, done that, no help.  is the only way to get decent customer service to call a newspaper?

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You should do whatever makes you feel most comfortable, however I do know that Josh has been assigned your case and will be reaching out to you, so I would encourage you to at least allow him to try to assist you.

[jdiprenda]

Dorothy, the fact that someone has been assigned to address my problem, but it takes them 3-5 days to actually contact me is totally unacceptable.  I will, however, inform you that I have already contacted my local newspaper and I will be writing a letter to your corporate office.  In the last five days, my opinion of your company has changed drastically.  I'm glad that this issue came about before I outfitted my new house with TVs and game consoles, and especially with the holiday season arriving.  I've spent my last dollar at Best Buy and I encourage everyone on this forum to as well.   

[Dorothy-BBY Community Supervisor]

By writing on this forum, you are writing to the Best Buy® Corporate office.  Our team works at the Corporate office and handles hundreds of concerns, conversations and other contacts through various forms of social media per day.  We work on a first in, first out basis very often doing most, if not all of the leg work on a situation before making the primary post.  While I do certainly apologize that you have to wait a bit longer than you would like, I am confident in  Josh to assist you to the best of his ability.

[Allan-BBY Community Connector]

Hi Jayss109138,

It would be upsetting for anyone if they took a day off of work to wait for a repair technician, and then they were told that they would need to reschedule their repair because the technician went to the wrong address. I don’t blame you at all for being upset, and I will do my best to get this resolved to your satisfaction.

It sounds like we had the wrong address for you on file, and because the technician was running late to their appointments they were asking you to reschedule this appointment. Our technician’s should be taking every reasonable step to make every one of their appointments, but there are some unforeseen circumstances that prevent this from happening. I can also say that we should have verified your address when you initially called to schedule repairs on your TV.

I would like to personally look into this for you, and I am sending you a private message to gather some private information I would need in order to help. 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,