Best Buy & Geek Squad Policies

[kkuhltha]

I recently had accidently damage (spider crack in the liquid crystals)  to my 47" LCD TV, so I called the Geek Squad to see what I could do about the issue. I spoke to a lady by the name of Sandy.  She said this WOULD be covered by the manufactor's warranty (which meant the tech coming to my house and repairing the tv would be free).  But she said if they had to order a part I would be responsible for it.  I said that would be fine.  She then gave me the time that a tech could come to my house.  Of course they were all during and both me and my fiance work.  So I told her my fiance could take off work early but only get home around 330.  She said that was no problem and would assign to a tech to come between 12-4.  Sandy said that when the Tech called in the morning to confirm to just tell him to make us the last stop on his route. I didn't think they would do that but she reassured me they absolutly would.  So at the time I was very happy from my conversation.  Not only did she say the labor would be covered but they were willing to help work around my schedule to repair the TV.

On the day the Tech was coming, my fiance received a called from the Tech.  My fiance explained what Sandy (the geek squad rep said) and the tech said he wouldn't do it (and was very rude).  So, now I am a little annoyed I called Best Buy to reschedule the appointment.  I was again transfered to teh Geek Squad and this time spoke to a male.  He did the rescheduling and then informed me from the notes he read that the problem with my tv would NOT be coverd by the warranty and futhermore would NOT cover the tech coming to the house.

I am so frustrated with Best Buy.  Everything I was told when I called to report the problem was a lie.  Not one thing Sandy told me was correct.  This was the worst experience I have ever had and I will NEVER deal with Best Buy again. 

[Dorothy-BBY Community Supervisor]

Hello kkultha -

Welcome to the forums!  Allan, from our Community Connector team, will be reaching out to you in the next few days.  Thank you for your patience!

[Allan-BBY Community Connector]

Hi kkuhltha,

I truly apologize for any miscommunication that happened while speaking to with Sandy, and I would also say that no representative of Best Buy® should be speaking to one of our customers in a rude manner. I’m sure it was extremely disappointing to have been told that the labor to fix your TV would be covered by the manufacturer’s warranty, and then being told that it would not be covered.

It is true that the manufacturer’s warranty doesn’t cover any part of a repair (parts and labor) if the problem is due to damage to the product. This would mean that you would need to pay for both the parts and labor to get your TV repaired.

I would like to look into this further, and see if there is anything I can personally do to help out. I am sending you a private message to gather some information, and 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,