Best Buy & Geek Squad Policies

[j3garr]

We have been having an issue trying to get our television repaired through geek squad via an extended warranty purchased at bb. There is an intermittent problem where the screen goes black but, the TV still functions properly (the volume, sleep timer, changing channels, etc all still work). We have had 5 visits to our home 3 of which involved replacing a part only to wind up with the same problem a day or two later. One part has been replaced once though the other one has been replaced twice. As the last tech showed me there are only a couple of circuit boards, speakers, power supply, and the screen. We purchased the TV in 04-2007 for around $800. Each visit has cost someone at least $150 per visit (our extended warranty has covered the cost)- even though no one has checked to see if the problem is occurring when they get there- either tells us they need to order a part or the part is changed and the TV will work for a day or two and the problem continues. According to the receipts we have been given the total amount of time and parts have come to over $2000 for an $800 television?!?! Doesn't really add up.

Geek squad requested for a replacement for us last week and we received a message yesterday that they denied the request and were going to continue to try and fix the problem. The message they left stated that there have only been two attempts to fix the TV so I called to see why they have denied our request. Turns out, there is no contact other than to talk to the scheduling folks- I could not even speak to someone to file a formal complaint. I was told I could have the mailing address and send a letter.... Are you kidding?? My wife and I are the only ones inconvenienced by this as we both work and have an active family life, so to schedule anything becomes a major issue. I now have to wait until the tech calls me on 03-23 before he is going to tell me he is not going to come out but to order another part and will have to schedule another appointment to get this repaired. Very disappointed that BB associates with such a poor service and there is no accountability to receive answers.

[Elizabeth-BBY Community Supervisor]

Hi j3garr,

I've asked Allan, one of our Community Connectors, to look into this for you and see how he can help.  You should be hearing from him shortly.

Thanks for your patience,

[Allan-BBY Community Connector]

Hi j3garr,

After five visits to your home and three parts installed I’m sure you are ready for this TV to be finally repaired, and I can understand your desire to file a formal complaint. I not sure why you were told that you had to write a letter to file a formal complaint since that is not the only way to file a complaint. I could file a formal complaint for you, but I would rather try and resolve your issue. I am sending you a private message, 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,
Allan
Community Connector
Best Buy® Corporate