Best Buy & Geek Squad Policies

[Newman73]

OK so here's my deal.  I bought a 46' Samsung LCD back in July of '08 with the 2 year Protection Plan.  Had for about a year and then the TV started turning itself off and on periodically.  This happened at least 3 times.  So I called Geek Squad.  They made an appt and my Wife took time off of work to be here for the tech.  He went through some settings and said it shouldn't happen again.  Well that lasted about 2 weeks.  Called them again, they came back out, we took time off of work.  They replaced a sensor?  Said if it happens again we may have to replace the other one.  It happened a 3rd time...Called them again, they came back out, we took time off of work (again).  Now they've replaced the entire circuit board.  So when I got home this evening I was getting everything back into place, but now my HDMI cables don't stay in, they just pop out.  Geek Squad told me tonight that they have to come back out to do more adjustments.  My Wife and I cannot take anymore time off, so here we are waiting until Saturday to (maybe) get this resolved?  So I speak to a CSR at Geek Squad who was kind enough to patch me through to a Supervisor Carol.  So this is how they spin this- They told me that I have to have 4 failures/repairs where a part has been replaced (not bulbs) in order for them consider replacing my TV.  Now I think I have been more than patient here.  I don't understand why it takes so long to figure that something is broken, doesn't work right, customer is very frustrated and has many, many, many family and friends who shop at BB.  I'm just looking for something comparable to my 46' Samsung that I paid $1819.99 that works!!!  But I'm hitting brickwalls here.  Didn't realize it would be this difficult before I bought it...If I knew...I would've definitely reconsidered.  Very disappointed!!!

Newman73

[Dorothy-BBY Community Supervisor]

Good morning Newman73 -

Allan, from our Community Connector team, will be reaching out to you regarding your concern.  I appreciate your patience until he is able to contact you.

[Allan-BBY Community Connector]

Hi Newman73,

This sounds like a very frustrating experience, and for that I truly do apologize. I wouldn’t be able to afford to continue to take time off of work to wait for our technicians to come out to my home either and I don’t blame you for being upset with having to continue to do this.

I can also understand you just wanting us to replace your TV at this point. Your Performance Service Plans (PSP) is intended to repair your TV, but there are certain circumstances in which it would replace your TV.

Your TV should be replaced if you have had three previous qualifying repairs, and there is a diagnosis that a fourth repair is needed. A qualifying repair is when a non-consumable part(s) is installed, and due to that part(s) installation the technician working on the TV determines it is functioning properly.

Your PSP should also replace your TV is we determine that the TV is un-repairable, or if we determine that the repair wouldn’t be cost effective to continue.

With all that being said I would like to see if I can get you a faster resolution in this matter, and I am sending you a private message to start working towards that goal. 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,