Best Buy & Geek Squad Policies

[AdamG1983]

My 40" Samsung 720p LCD (which has been flawless since I got it in Sept 2008) died today (Blinking Red Light of Death, wouldn't turn on after being power cycled).  Called Geek Squad and I was very impressed with how quick I got to rep (spoke to a general routing operator first though, but way better than IVRUs you see everywhere.

The only thing I was not happy about was after diagnosing the issue (a suspect faulty power supply), they told me they would have to send a technician.  They told me the next available time was January 20th (next Wednesday!)  I was initially so stunned I agreed on the date, but as time went on, the more I realized this isn't acceptable. 

I have been a loyal customer of Best Buy since I was a high schooler and spent countless thousands of dollars over the years.  I even opened a credit account w/ HSBC that is paid off & in good standing, and I'm also a Reward Zone Silver Member.  I work tech support for a national telecommunications company, and having to wait for a week plus for something to be repaired (especially since that's the reason I got the extended warranty). 

While I am obviously grateful that it's being repaired for free, I still feel like I should get a technician out sooner to fix my TV, as my weekends are the only real chance I get to unwind & watch my DVR'd shows.  Who should I contact for some sort of expedite, and would I need to speak to a supervisor if need be?  Again, being in tech support, we can get technicians sooner to customers who demand it, happens all the time.   Thanks for the look!

[Dorothy-BBY Community Supervisor]

Hello AdamG1983 -

Allan, from our Community Connector team, will be reaching out to you regarding your concern.  While I can make no promises, he should be reaching out to you soon.  Thank you for your continued patience until he is able to contact you!

[Allan-BBY Community Connector · Accepted solution]

Hi AdamG1983,

I can certainly understand you wanting your TV repaired as soon as possible, and not wanting to wait an entire week just to have the technician diagnose the problem with your TV.

It is true that our TV repair department should be offering you the soonest available appointment for our technicians that service your area. With that being said I might be able to offer arrange for a sooner diagnostic appointment, and I am sending you a private message to pass along 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,

[JohnDeluca]

A week is actually normal and not all that bad. Look at this post to see how long it can really take to fix a tv. http://forums.bestbuy.com/t5/Manufacturer-Warranties-and/TV-Repair-Time/td-p/89345

[starhelper2587]

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AdamG1983 wrote:

My 40" Samsung 720p LCD (which has been flawless since I got it in Sept 2008) died today (Blinking Red Light of Death, wouldn't turn on after being power cycled).  Called Geek Squad and I was very impressed with how quick I got to rep (spoke to a general routing operator first though, but way better than IVRUs you see everywhere.

The only thing I was not happy about was after diagnosing the issue (a suspect faulty power supply), they told me they would have to send a technician.  They told me the next available time was January 20th (next Wednesday!)  I was initially so stunned I agreed on the date, but as time went on, the more I realized this isn't acceptable. 

I have been a loyal customer of Best Buy since I was a high schooler and spent countless thousands of dollars over the years.  I even opened a credit account w/ HSBC that is paid off & in good standing, and I'm also a Reward Zone Silver Member.  I work tech support for a national telecommunications company, and having to wait for a week plus for something to be repaired (especially since that's the reason I got the extended warranty). 

While I am obviously grateful that it's being repaired for free, I still feel like I should get a technician out sooner to fix my TV, as my weekends are the only real chance I get to unwind & watch my DVR'd shows.  Who should I contact for some sort of expedite, and would I need to speak to a supervisor if need be?  Again, being in tech support, we can get technicians sooner to customers who demand it, happens all the time.   Thanks for the look!

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So you work in some kind of electronics call center for troubleshooting?  Then you should know more than most that as call center reps, we can't kick out another client's appt. just so another can get a sooner date.  I understand you've been a loyal client of BB.  However, please remember we have many other loyal clients that need repairs, too.  It's also right after the holidays and right before the Super Bowl so now can be one of BB's busiest times of year.  Since I work in HT scheduling w/ 1-800-GS, I would have to say (as someone else mentioned above me) your wait period is a lot more acceptable than some clients get stuck with.  Espeically those that don't have GS repair techs in their area and have to use a 3rd party company for repairs.

[megibytes]

I have to say that you are very lucky to have gotten a date only about a week away even for a tv covered by an extended warranty.

I had a refrigerator that was covered under a different company's extended warranty plan and I had to wait over 2 weeks to have not only the initial problem fixed(bad door seal) but then the resulting issue fixed(motor burned out due to working over time to keep the freezer cold). I lost several hundreds of dollars worth of food and had to shop day to day for meals because I was living out of a cooler, all while taking care of a 2yr old. The company gave me almost $300 back about a month after the repair service for the cost of the lost food, but considering I had to buy day to day instead of in bulk/family size due to the lack of cold storage, it ended up costing me twice that much to feed my family for the time I was without a refrigerator.

Perspective...

[AdamG1983]

Sorry about the long delay, but I just have to say that I am GREATLY satisfied with the outcome.  I did speak to a supervisor who told me she would get in touch with someone and give me a call back the next day to see about an expedite.  I didn't receive a callback before noon the next day, which didn't bother me.  I did receive a call however from a Best Buy rep (I forget his name, but you posted 1st or 2nd as a reply), who said he could get someone out by Friday of that week! 

The arrival window was set between 8a-12p, and I got in from picking up my daughters @ babysitter at 12:15, still no one showed.  Called again, they told me to look out of my window, the van was there.  Guy came in, took the case off my TV, soldered some blown capacitors & he was gone in 20 minutes like he was never there.  UNBELIEVABLE!!  Works like a charm now.  I would like to personally thank and congratulate everyone who has assisted me as I've had nothing but a good experience with this issue.  THANK YOU, THANK YOU, THANK YOU!!

[Agent_Will]

Do you know the first name of the supervisor you spoke with?  I work very, very closely with the new york team and I would love to pass along a compliment to one of their in-home managers.  Glad you had a good experience!!

[AdamG1983]

I can't quite recall his name, Greg maybe?  It feels so long ago now....wouldn't it be on my file somewhere?  Either way, I'm VERY satisfied with my experience and very greatful my issue was able to be resolved in a timely and professional fashion.  I didn't receive any rudeness/hostility when I escalated my issue.  I work in a call center, I know what it's like.