Best Buy & Geek Squad Policies

[Jeoroc24]

I own a two-year old Samsung 40 inch LCD that recently went dead. The following is a description of my experience with Best Buy's Geek Squad.

On 8/25/09:  Placed call to Geek Squad, described the problem and was scheduled for a service appointment.

9/4/09: Service technician arrives two hours after scheduled time period. He looks at TV and ask me what the problem is. I gave the same description of the problem I had given to 1-800-Geek Squad. Without inspecting the TV, technician states that he needs to order two parts and will have to schedule another appointment (why couldn't this have been done over the phone or prior to my first appt?)

9/22/09: Technician arrives for second appointment during scheduled window. Takes apart TV and then states that he forgot to order the second part for the TV.  At this point, I'm beyond frustrated. He states that he will need to order part and will need to schedule an appointment. The appointment is scheduled for 10/6/09.

I never imagined that it would take this long to repair my TV. Is there a limit to the amount of time a Geek Squad repair can take before my TV is replaced? After this experience, I don't think I will be purchasing a PSP again.

[Dorothy-BBY Community Supervisor]

Hello Jeoroc24 -

Welcome to the Forums!  Allan from our Community Connector team, will be reaching out to you concerning your experience.  You can expect to hear from him in the next day or so.  Thank you for your patience!

[Allan-BBY Community Connector · Accepted solution]

Hi Jeoroc24,

Being without a working TV for a month would be too long for anyone, and I’m sure that delays that were caused by us have been very frustrating for you. I would like to answer your questions, and more importantly get you resolution in this matter.

The reason parts were not ordered based upon your description of the problem is because we require that a technician physically look at the problem with your TV before they order parts. I show that the second part that the technician didn’t have on 9/22/2009 was actually ordered, but we never received it.

Lastly I can say that we would not make a customer wait indefinitely for a repair to be completed that is covered by a Performance Service Plan (PSP), and I would like to see what I can do to get you the quickest possible resolution in this matter.

Thanks for posting,