Best Buy & Geek Squad Policies

[KevinCheri5860]

Last Wed 11/05/08 our Sony big screen tv went out. After researching the issue it was determined that the lamp had burned out. We called for service under our extended warranty service plan. We even told the service plan center the problem (bulb out) and they even agreed with the proposed issue.  We were given a date of Sat 11/08/08 for the repair tech to conduct the service call and bulb replacement. The tech calls and confirms a time for him to arrive, which he does. He checks the tv and he confirmed that the buld was out. The tech then explains that he has used all of his Sony 5100 bulbs and does not have any with him. The tech confirmed our statement to the service center about the bulb. I asked why did ypou even show up without the proper part to repair the tv. He had no real explanation, but he did agree with my statement of " This is just a way for us to soak you out of another service call charge.The tech replied" Well I was given the call, so I have to come out. Basically your right. " I again asked' Even though you did not have the part. He ordered the part and said it would be 4-5 days before it arrives, then to call and reschedule when a tech can come back out. Of course with another service call charge. He blamed everything on the service center.  NO ONE CAN SEEM TO EXPLAIN why he would come out without the proper equipment for a days work.  If this is customer service, then well I need to shop elsewhere for my media and electronics 

[MtnXfreeride]

Half the people who return things saying they dont work, are people who dont know how to use the product.  I wouldnt ever take someones opinion of whats wrong over the phone.  The service guy would have been out of the bulb anyway and had to order them, all he did is come to verify the problem. 

Service call charge though? That doesnt make sense I didnt know there was one...  how much are they?   Seems like you can jsut call and make an appt. under your plan. 

[KevinCheri5860]

I understand what you are saying. but the tech stated I have the item with most of the time. WE are not stupid either, I can see the blinking lamp out light, and the owner's manual stated and reflected the cause for the lamp out light blinking meant the the lamp was burnt out and needed to be replaced. Even after telling this to the service center, and with their agreement of the bulb was out. When we called them after the tech left, they were even AMAZED that he came out without the part!!!!!!!! I guess it is like calling a plumber to fix a leaking sink. I (we) can tell the water is leaking, but he shows up looks and agrees the sink is leaking. Then tells youhe does not have the proper parts to fix it, but I can order them. When they come in I will return to fix it.  That is the point. IT WAS A WASTE OF TIME, THEIRS AND MINE.

 The charge for him to come to the house was $150.00, which was covered by the plan. That point is this if I did not have the plan that was the charge and again it is due on the return trip. His response was it is a way to make money basically. The tech also stated that these lamps always are going out, I do have them on the truck, but I used all mine earlier this week.  Dont you replenish stock at the end of te day? Once again we are penalized because he did not come prepared to complete the job. I even asked if these are going out, I know I would have several of the lamps on hand to install for customers. That is common sense to me, if I was a service tech, or even a mangager of the techs I would make sure that each tech had the needed equipment for the day of work.

[Dorothy-BBY Community Supervisor]

Hey KevinCheri5860, 

I can understand the frustration that comes along with a vital piece of home entertainment equipment not working.  Last year our living room television was out for a bit, and my children almost revolted before the new one arrived! 

 I can also understand how frustrated you must have been when your time was wasted.  Please know that is not the expectation we have for our service teams; we strive to repair your defective product as soon as possible, with as little inconvenience to the customer as possible.  However, I can see this was not the case in this situation.  Although it may be frustrating, I believe that the service call was still completed so that the tech could verify that a bad bulb was the only issue with your television.  Imagine your frustration had the service center notified you of back order on the bulb, and the tech never came out to make an initial evaluation, and when he did come out with the part, found additional issues with your television.  While no explanation will make up for your lost time, I hope you can understand why a situation might occur such as I have described.

The most disturbing thing I find about everything you have relayed to us are the remarks you noted from your technician.  Again, let me stress his attitude does not reflect our values or expectations as a company.  I also would like to thank you for bringing this to our attention.  Without being made aware of instances such as this, we cannot address them and work to ensure they do not happen again.

I would like the opportunity to discuss this further with you. Please keep an eye on your private messages.

Regards,

Dorothy

Community Connector

Best Buy® Corporate

Message Edited by Dorothy-BBY on 11-12-2008 09:56 AM

[Shafted]

After having a home theater system in my house for less than 25 days and being on the 3rd service call I had a technition tell me there was nothing they could do for me..."get out a phone book and look under home theater repair....oh and by the way there is a $50 service chanrge for today"