Best Buy & Geek Squad Policies

[jeffrube]

I purchased a Panasonic 50" Plasma TV on 2/4/09, had it installed by the GS and everything seemed fine. TV was great until on 3/2/09 something happened and a board blew inside the TV leaving me without a picture this is when the nightmare started. The GS tech came out two days later to check the set and told me a part was needed, he would be back in 2 to 3 days to perform the repair. He returned 8 days later to finish BUT had the wrong part, that was 3/10/09. He said it would another 2 to 3 days and we NEVER heard back. The TV set was taken off the wall and left in the middle of my living room waiting... Finally my called on 3/19/09 to find out the status. She was told that we were scheduled for a 3/30 repair and that the parts had just been ordered. WHY the delay. We were able to get the date improved to 3/24/09 but no better. If we hadn't called we would still be in the dark. While the supervisor Martha (id 407442) was helpful she was not able to explain why such a delay in ordering the part, why it was not shipped over night, nor able to offer any type of loaner or anything. This is all very upsetting, I pay my cable TV bill and do not have use of the TV for a month?? This rest squarely on GS and Best Buy.

I am very unhappy with the service that has been offered. Depending on how this repair goes I think I'd just prefer to have my money back and go elsewhere. 

I expect to hear from Best Buy management as this has just been a terrible experience.

[Elizabeth-BBY Community Supervisor]

Hi jeffrube,

How disheartening to enjoy this great new tv for almost a month and then POOF! it's gone.  I've asked Dorothy, one of our Community Connectors, to reach out to you and offer her assistance in getting this resolved for you both quickly and to your satisfaction.  I am confident that we can help turn this around for you and your family.

Thanks for posting!

[Dorothy-BBY Community Supervisor]

Good afternoon jeffrube -

A new plasma television should be a fun and exciting experience, but it does sound like your experience has been fraught with complications!  I can only imagine your disappointment at having a failure during your first month!   To top it all off, not getting return telephone calls from the service technicians and the waiting - I can completely understand your frustration.

I would like the opportunity to try to make this right for you, so I am sending you a private message.  You can check your private messages by first ensuring you are logged into the forums, then clicking the envelope in the upper right hand corner.

I look forward to hearing from you.

Regards,

Dorothy

Community Connector

Best Buy® Corporate