Best Buy & Geek Squad Policies

[smac10]

On Super Bowl Sunday (2/5), I woke up to find that my Samsung 46" Series 6 LCD TV would not turn on. Less than 2 years old, you can only imagine how mad I was. i immediately called Geek Squad and they told me the soonest someone can come out would be the next day on Monday. So I had to watch my GIANTS on an old tube TV in my bedroom. On Monday, when the technician came out, he ran some tests and said, "It looks like the board is shot. I'm going to have to order it" A week later, a new technician comes out with a board and tells me that the board that they ordered is no good and he'll have to order a new one. Very mad, I ask if there is anything they could do to rush this because I am having people over and I need a TV for the little ones. He says he will have the board "over-nighted" directly to my house and then I can call him and he will try to fit me in. The board gets delivered 3 days later and he comes back to my house on the 4th day and tells me that this board that they delivered is also bad! I'll have to order another one. ARE YOU KIDDING ME???? I ask about a loaner TV and I get, "We don't do that any more" I call and the girl tells me "We only do that for Isignia TVs" REALLY? where does it say that in my policy? The Tech tells me to call a supervisor and see what they can do. So I do and I talk to a supervisor and he says "I wish there were something I could do" "I'll talk to my Head Tech and give you a call back" No call! Is this what I paid for? So now I have to go another week without a TV? I tell him to take the TV into his shop to fix the problem because the TV is doing me no good here. "No, that won't help" GOD help this TECH if I get another "bad" board.

TV bought in Brick, NJ store.

[Ryan-BBY Senior Social Media Specialist]

Hello smac10 -

Allan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Allan-BBY Community Connector]

Hi smac10,

Given that you discovered your TV was defective on Super Bowl Sunday, and your description of this repair, I can certainly understand you being upset. I completely see why you would be inquiring about a loaner TV at this point, and I truly am sorry for how difficult this repair has been for you.

I do see that we have now received the latest part, and you are scheduled to have that part installed tomorrow 2/23/2012. I will check on this repair on Friday 2/24/2012, and follow up with you to make sure you get taken care of.

Thanks for posting,

[smac10]

Tomorrow with be the 4th time one of your guys comes out to my house to fix this TV. If it doesn't get fixed tomorrow, I will be expecting a new TV from you guys. Correct? Because the TV will reek of lemons!

[UncleDavid218]

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smac10 wrote:

Tomorrow with be the 4th time one of your guys comes out to my house to fix this TV. If it doesn't get fixed tomorrow, I will be expecting a new TV from you guys. Correct? Because the TV will reek of lemons!

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That is not correct. You are still on your first repair.

[smac10]

So, 4th guy came and guess what? He says "I think they sent us a bad board" I'm ready to kill someone. Still no TV. Anyone have Arnold Diaz's phone number for SHAME ON YOU?

[Carol53000]

Seriously? Where exactly are these boards coming from? Please keep us updated. I hope someone steps up and helps you soon.

[Allan-BBY Community Connector]

Hi smac10,

I will admit to be very disappointed that once again we were sent a bad part from our part vendor. I have sent an email to the manager of your technician asking them if there is anything they can offer as a resolution to your concern. Once I hear back from them I will post back to this thread.

Thanks,

[Allan-BBY Community Connector · Accepted solution]

Hi smac10,

I got an email back from the supervisor of your technician stating that your TV has been approved for replacement, and that you have been contacted with the information needed to get your replacement TV. If you need anything else from us by all means post back to this thread.

Thanks,

[smac10]

I am happy to annonce that my TV has been replaced with a new TV and now I can watch the GIANTS beat the PATRIOTS in High Definition. Thank GOD for DVR!