Best Buy & Geek Squad Policies

[bball46217]

I have a 4 yr PSP on a Samsung 40 LCD. $400 plus for the PSP.  Purchase date 3-23-07

I placed a call for service on 1-22. Tech was scheduled for 1-26 but had to cancel. Call was reschedued for 2-3 Tech came out and parts were ordered. He advised me it could be a while before they arrived,not a good sign.I waited a couple of weeks and at the prompting of my wife called to inquire about status 2-15. I was told one part was in (main board) but the other part (power supply) would not be in until 2-20 (today).

I called today and was told that the part wont be in until 2-23 and would I like to schedule my return call ? I did and was told he would be back on 3-4. I said that was unnacceptable and was told they would try to bump it up if possible. I have many issues with the service I have recieved the length of time to repair is just one.

• Repair Time now is over 1 month
• No one has initiated contact with me to keep me updated, I have had to initiate all contact you (BB or GS)have be proactive about communicating on repair time or the customer will be even more frustrated with the situation.
• This is the 3rd TV I have been through in 3 yrs with BB  1st one was lemoned because reapair was more than cost of TV. 2nd one I bought and it was bad out of the box which brings me to this one which has worked for 2 yrs and cost me around $1400 dollars. Not the best return on an investment

I understand that with technology rapidly advancing,parts availibilty for a 2-3 yr old model may be an issue. Unfortuantely I have had to bear the burden of that issue because I still have a dead TV that has been sitting in the corner of my living room for a month. I would really like to drop the TV off at the location I bought it from and see if it will fit in one of the store managers orifices. At this time not real picky on which one. I know that G squad is a separate entity from BB but I have already heard the back and forth over whos problem this really is. I dont care............... I want this resolved,I would like to think I am a patient person but I am past that point.  

[kickinit76]

sorry about your pain, I feel it though if they just gave me the parts I could have had it done 2 months ago for me.  Computer repair and return is going on 3 months just to replace both hard drives, we arent talking motherboard stuff here.

Good luck though and keep pressing on them, bestbuy is a company that is in make or break status right now.  I think it would be good for them just to DUMP Geeksquad, it would help their reputation.

[angry]

I agree, I think it is geek squad that is bring Best Buy down.. Good Luck. It takes them along time for a repair.

[john19799]

Good Luck!

[bball46217]

I appreciate the support, I really just want someone from BB to respond to my dilemma  I have left messages and sent e mails to no avail.

[bball46217]

Ah......someone FINALLY called me from BB customer service. Not much luck on getting my tv repaired any quicker though. STILL WAITING

[Elizabeth-BBY Community Supervisor]

Hi bball46217, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[gmbjr]

aha the standard Best Buy response.  I recommend going through the manufacturer directly for as long as the manufacturer warrants the item, and if you bought the extended useless plan use that afterwards.  LG is shipping me labels and telling me that it should be a 10 working day turnaround to have my tv back after I ship it.  Best Buy wont give you anything but lipservice, and i agree I think Geek Squad is the problem.  Geeksquad never answers their phone....ever.  More complaints than purchase coming over the phones maybe?

[bball46217]

Okay.......................................called in to check on the status of my repair today and now its scheduled for March 10th  That will make it 44 days with a dead TV   I have missed the Super Bowl, The Academy Awards and at this rate I may miss my favorite........  The Easter Parade  !!  

[Sarah-BBY Retired: Community Connector]

Hi bball46217,

 

I am really sorry to hear of all the trouble you are having trying to get your TV repaired.  Please understand that we offer our plans to benefit our customers, but in doing so there are certain processes that must be followed as stated within the terms and conditions, and I again apologize for any inconvenience this has caused you. 

 

Being that the part necessary for your repair has now come in and you are scheduled for a part installation appointment on March 10, 2009 (which I have confirmed is the next possible available appointment time) I will continue to monitor this situation until resolved so that I can help ensure you are able to watch your favorite programs again as quickly as possible!

 

Also, if you have any additional questions in the meantime, please feel free to send me a private message by clicking on the “private message” envelope in the upper right-hand corner of the page and then composing a new message to my username “SARAH-BBY”.

 

Hang in there!

 

Thank you,

Sarah

Community Connector

Best Buy® Corporate