Best Buy & Geek Squad Policies

[jayjay1001]

So i have posted on here before about my experience with geek squad and replacing my xbox...this time its my 1000 dollar projector. I purchased a 4 year  black tie plan for my projector mainly because 1 bulb costs as much as the plan and you receive a free bulb replacement plus your projector is covered for an additional 3 years after manufactures warranty.

Anyways, I took my projector in last week monday morning and just received an update on the not so updated Geek squad service update today saying that my projector that i took in Monday of last week, was shipped 4 DAYS LATER to the repair center that is local to my knowledge. I explained to the guy i used my projector as my main TV. I do not have cable so i felt no need to actually purchase a television with a TV tuner. I do however have netflix, ps3, 360, and Wii that I use my projector to play on. So when they state it will take on average 2 weeks..i guess it means it will take a half a week to ship out the item, then a day or 2 for the repair facility to repair it, then they will receive it then call me in about a week after they received the repair back. 

This is completely uncalled for. I can see why people get so upset with the best buy warranty service. It is because of lazy people you have that cant simply put the item in a box, and ship it out when they receive it. 

My 360 that was replaced i sent it in on a wed...MS received it on thursday, and best buy received it back friday morning. I never received a call, nor was the Service update EVER updated. I did however call best buy after waiting and they gave me a tracking number that i check and had been delivered to best buy already. This was Monday of the following week. I called best buy and they have had it sitting in an office for 4 days. WOW great customer service guys!

So now i am projectorless/ps3less, 360less, wiiless...you get the jist even longer because of the poor customer service once again from Geek Squad.

What I want to know is WHY did it take 4 days to ship out a tiny projector when they tell me they are going to ship it out that day (remember i came in the morning). I mean best buy guarantees that they will come and fix Televisions too big to bring in within 7 days or the customer gets a 100 dollar gift card. Well I may be TVless for 2 weeks or more due to shipping my projector out 4 days after i brought it in and not because the repair took that long or parts needed to wait to come in. 

[Dorothy-BBY Community Supervisor]

Good afternoon jayjay1001 -

Allan, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for sharing your experience.

[Allan-BBY Community Connector]

Hi jayjay1001,

I’m sure it’s frustrating being without your projector, and I can certainly understand you expecting this unit to be sent off for repair the day you dropped it off at your local Best Buy® store. I can say that this is not always possible (for a number of reasons), but every product being shipped off for repair should leave the store as soon as possible.

I have to say that I did look into your repair, and confirmed that you dropped the projector off on 10/4/2010, and it was shipped to the service center on 10/8/2010. I see that the service center received it on 10/11/2010, and the unit is currently being worked on by a technician.

I also have to say that we do not provide a customer a $100 Best Buy® gift card if a TV being repaired in the customer’s home isn’t finished within seven days. I’m not sure where you heard this, but I felt like I should provide clarification on this for any customer that reads your thread.

I would like to offer you my personal assistance in this matter, and I am sending you a private message to pass along some additional 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,

[jayjay1001 · Accepted solution]

I want to update everyone on the status of this.

I am really impressed with the effort Allan has put in to getting this resolved. 

Let me start off first with he apologized for how long it has taken, contacted the service center and spoke with the manager of the service center about my projector and "expedite" things. I received a call right after that from the service center technician who was fixing my product. He explained that they needed to order me a new logic board.

During this time Allan spoke with the service center manager again about possibly getting me a rental TV for the time being until my projector was fixed. Even though that never happened due to the day that I was supposed to receive it they were supposed to have my projector fixed. Something happend at the Geeksquad service center where the part did not make it there in time and since I have already waited 2 weeks, they told me I could go ahead and get a brand new projector at the store. 

Unfortunately the store did not have any projector to the same quality as mine in stock so they gave me a store credit of one that I was looking at in store plus the cost of tax on it. Went home and ordered one online to have it shipped to the store because I refused to pay 40 dollars for shipping. Allan contacts me to let me know that they do not have it in the store and that it is backordered at stores but not online. So he went ahead and upgraded my shipping to Express Overnight (mind you a 95 dollar cost that BB chewed to keep a customer satisfied). 

The only thing I am disheartened about is the fact that It took 3 weeks, other than that, I am very satisfied with Allan and Best Buys help through all of this. He has shown me that there is still people out there that still care about customer service and understand that when something goes wrong on their end to make a customer unsatisfied they need to fix it.

So all of you out there that have LEGITIMATE complaints about something, I am sure one of these Best Buy Community connectors will do everything they can to make it right and keep you satisfied. 

Oh and as for the 100 dollar best buy gift card, that was a special they are running at my store, so I would not expect to see that all over the country.

Overall I am satisfied at the fact that I get a brand new projector and I will be able to watch college football this weekend!