Best Buy & Geek Squad Policies

[pjmitchell]

I posted in the general TV forum but found this place.  We have a 10 month old 32" LCD TV. After HORRIBLE dealings with Elwin TV repair, I have a message today from them on my phone that the issue is closed out with them (Elwin), and that our "contract company" should have called us with a buy-back, or buy-out (not sure which she said) offer. We have not heard anything.

WHAT is that?  How does it work. Who do I contact to ask since we have NOT received a call and probably won't. (Sorry, but I have heard nothing but bad stories about Best Buy/Geek Squad customer service). I hope this is untrue.

I am a very unhappy customer right now and just want a TV! It's been 3 weeks.

[pjmitchell]

Well, I just got off the phone with Geek Squad Customer Service. (I was shocked I didn't have to wait 15 minutes like another time I tried calling). Was told that I should have gotten a call within 3 to 5 days, today was the 5th day, gee we're  sorry. Yes we understand your frustration (does this sound familiar? I see from other posts that must be a standard customer service response). O.K., they said they'd put in another request and in 3 to 5 MORE days I should get a call back with a "confirmation number", so that,  theoretically,  we can then get a new TV.

So, when I don't get a call back in 3 to 5 days (which wouldn't surprise me, considering I have heard TERRIBLE stories about Best Buy/Geek Squad service), do I call and another request will be put in and I wait ANOTHER 3 to 5 days?

Guess I am very, VERY leary, skeptical, etc., about all of this BECAUSE of the horrible stories I have read. And especially after being jerked around by the TV repair company.

So ...  How long do I wait? How long do I make an attempt at staying calm. I was already given the run-around by the TV repair service company that was assigned to me.  I just want a new TV, and I HOPE we aren't going to run into any problems once we get the covetted "confirmation number".

[Aaron-BBY Community Connector]

Hey pjmitchell,

If you were offered a “buy out” that most likely means that a request was made on your behalf to approve your TV for an exchange.  In most cases, a response to such a request can be provided within 7-10 business days, but may sometimes take as many as 30 days if the approval is being sought through the manufacturer.  Rest assured though that you should receive either a second automated message or a phone call from a Best Buy associate if your TV is ultimately approved for an exchange.

I would like to gather some additional information from you, so please keep an eye on your private messages (the letter icon in the upper right-hand corner of the page) for further communication.

[pjmitchell]

Thanks Aaron. I replied via PM. (Two, actually, I made a mistake on the first one!)

Your post here says a typical response time is 7 to 10 days and MAY take up to 30. So why do I keeget  told 3 to 5 days, then another 3 to 5 days. (And of course this is all AFTER the fiasco with the repair company Elwin TV, who is AWFUL!!) If it's going to take up to 30 days that is what I should be told. I may be mad as all get-go , but not as mad as being strung along, you know what I mean? (This of course is NOT an attack on you personally - just venting here!!)

Meanwhile, thanks for any help, or any information you can gather.