Best Buy & Geek Squad Policies

[atlantisangel98]

Written on 11/4/2011, posted to Yelp same day: http://www.yelp.com/biz/best-buy-san-francisco#hrid:81lbXUF0OJmZgaJCon2tqQ/src:self

Seriously, I get it, I really do... I summon you when crap breaks, it takes 4 days baring the harsh conditions of California, for you to get here. Sir Geek of Squad doesn't have the device in his grand chariot to replace whatever broke, after all, who can carry as many parts in a chariot as there are t.v.'s and models? So it takes a week to get the part, even though I, in all my female glory, informed you that it wasn't the d*mn power supply...I get that too.

But to come back the second time, put in a new supply of power, have it not work, and put the old one back in, and tell me that it's something else? You told me that it was DEFINITELY the power supply, because I asked you thrice, and since you're the Knight of Shining Repairs, and you've been doing this for 20 years, I should be wrong. Heck, I even asked you what happens if that wasn't the part that needed to be fixed, and you told me not to worry about it because it definitely was the power supply.

So now we wait another week. Wednesday will be your third time here, Best Buy. What happens when this isn't the magical part either? Or it's some combination of the two, or *gasp* perhaps a third variable?! This question could not be answered by Sir Geek Squad. He just says that it will defintiely fix the problem this time. Oh Best Buy, why do you whisper these sweet nothings into my ear? Over my lifetime, I have invested thousands of dollars into your enterprise, and this is how you treat your beloved?

We are dissapoint, so Sir Rob summons the almighty customer service. Of course you tell your co-horts that there is nothing that they can do, even if Sir Geek Squad ends up coming back a 5th or 6th time, should we plan on having him over for Thanksgiving dinner?

Almighty service of customer, you inform us of your policy, which was not in your finest of prints, that it is Sir Geek Squad that is the master decider of our t.v.'s fate or repair, or replacement. If he keeps coming back to try new parts, he can do so at his discretion. Also, you inform us of a 'work order scheme' in which there has to be 4 'work orders' before you will replace the t.v., and even though Sir Geek Squad will be here 3 times, we are still on 1 work order, because it is the "same problem."

Although we are rich in values, we are not rich in fortune, and embracing with my love in front of your hypnotizing box has taken place of going out to the cinema, or dining at a decent establishment. As an added bonus, we cannot make use of the Xbox that we saved money for many, many moons ago. I was in the middle of re-discovering far away lands on a classic you may have heard of: Assassin's Creed: Brotherhood. Our month of Netflix is being wasted.

You see, this is a way bigger problem than just repairing our t.v., almighty one. You are also depriving my beloved and I from fully enjoying our purchase, which you garunteed.

Why oh why, Best Buy, do you cause us such anguish?

Alas, we are grateful and appareciate that we have such a magical device in which to provide us entertainment, but you, Best Buy, should be grateful and appreciate that we have invested so largly into your kingdom over the years, and in the protection plan. You should provide us the service to maybe borrow a tv in a sense, and your Squad of Geeks can haul it back to you in their grand chariot if they ever fix our magical box.

11/8/2011:

P.S. We just got a phone call from you, and you said, "What's the point of having the Geek Squad come out tomorrow when the last part we THINK we need won't be here until the 23rd?" Isn't that the day before Thanksgiving? (and that's just when the part gets in, who knows when you would send someone out here) We moved 3,000 miles away from friends and family. It's just my husband and I out here in CA and we won't even be able to watch t.v., and we haven't been able to for 3 weeks?

[Ryan-BBY Senior Social Media Specialist]

Hello atlantisangel98-

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

[atlantisangel98]

I really, really hope so. I hope that that doesn't take eons too.

[Allan-BBY Community Connector]

Hi atlantisangel98,

Oh whilst thou ever find it in your heart to forgive our neglect of your magical box, and from me I can purely express my sincerest remorse that your Knight of Shining Repairs hast been found to be incapable of  rendering this magical box complete once again. I will resign myself to delighting in your wonderful expression of concern, while at the same time remaining remorseful for any failures on the part of Sir Geek Squad.

It would be found neglectful on my part if I was to ignore your brilliant words, and the above paragraph was in no way meant to make light of your TV repair. It sounds like you have been through quite a repair experience, and I honestly am sorry that this technician has not been able to repair this TV.

I would like to look into your repair, and see if there is something I can personally do to get this resolved for you. I am sending you private message to gather some personal 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,

[atlantisangel98 · Accepted solution]

I will update this forum as well as Yelp to show that this has been resolved, and my appreciation for your attention.  Allan provided a personal touch, as well as personal attention to getting this issue resolved, and I am grateful and appreciative for them making this right. Thanks again.

[atlantisangel98]

Yup..5th time dude was here..our tv finally worked, yay!  NOPE... tv worked for 3 hours NOW IT'S THE SAME CRAP HAPPENING AGAIN!!!! REALLY???

[hockeycanuckjc Trusted Contributor]

Hi atlantis! Ouch thats not cool that your TV is broken. I don't know what I would do without it honestly since its my connection to what is happening in our world. Hopefully something can be done about this quickly and you are happily watching TV again.