Best Buy & Geek Squad Policies

[b12njoy2010]

Good Afternoon Srock,

I feel we are in the same boat. We had high expectation when it came to the Best Buy Protection Plans aka GSBTP.

I also paid a little over 1300 for my TV and I paid 400 for my warranty. My DLP had a slow and painful demise.

The Geek Squad tech that came to my house has been the only BB employee that has treated me with any respect. Even though my Geek Squad guy was very respectful of me and my home he never really "fixed" my TV. My DLP was never the same. Finally I was approved for a no lemon replacement and I thought, "wow I don't feel like a fool anymore for having spent the extra 400". Until I got to the store and they threatened me that I shouldn't expect too much because if they wanted too they would just give me 500 bucks.

So at that point I went back to feeling like a fool even though supposedly Best Buy policy was to give people back their purchase price if they didn't carry a "comparable" TV. Samsung hasn't made a DLP in 2 years. 42" DLP TVs don't exist anymore and are not manufactured by any company.

If CRT people get their purchase price back, why can't DLP people? DLP is an exclusive technology owned by Texas Instruments.

So now they tell me I didn't get my purchase price because the Store Manager gave me a market value credit for the amount a similar TV would be selling for.

 Really? How does a Store Manager make a market value credit for a TV that does not exist?

Since when does a Store Manager apply the terms of a GSBTP to a PSP?

Oh Shelley, don't get me started

My no lemon replacement was a Panasonic Viera! Knock on Wood

[srock]

OMG b12njoy2010.

I can NOT believe you were treated that way?

Threaten you? I mean...you paid a pretty penny, you should get your monies worth.

Wow girl friend...that blows me away. All I know...is this is my experience with such horrible custome service. As I stated before, even Wally World stands up for customer service. Perhaps the reason they are doing so well in this bad economy? Hmm...

Well, I have at least learned an expensive lesson in all this....forget the extended warranty. If you have to, buy a cheap tv to watch while your grand expensive one gets fixed, lol!

[b12njoy2010]

Good Evening Shelley,

BB has many excuses why I didn't get my full purchase price.

However, they have never acknowledged the inappropriate comments that their Home Theater employee made to me.

The comment about the 500 bucks came after they had already told me my credit was going to be 999 so he definitely wanted me to be like "wow aren't you guys great, go ahead keep the rest of my 350". That was not the worst of it.

This Home Theater also told me that if I got more than 999 they would all get "written up". Well my PSP says that everything is fair game as long as I don't get more than 1349.99. I tried to give this employee a chance to back peddle but he would not.

I told him, "Don't threaten me, I don't joke about those things my husband has been laid off for over a year."

He didn't hesitate and told me either, "it's not a joke" or "i'm not joking". That was definitely the point where I felt that Best Buy betrayed my trust.

I have had my share of bad experiences but this is by far the worst. If you walk into a store and you don't get treated well you can always leave and take your money with you. But on April 8th, like you I was in a vulnerable spot in my eyes Best Buy was holding my TV hostage. I was desperate! I still had to pay a satelite TV bill, this was my main TV. I felt like I was leaving 350 on the table but I was so desperate and sick of being there for 2 hours being treated like dirt so I gave up.

That same day when I got home, I googled "Best Buy scam" and that's how I ended up here. In my last thread I was told by a moderator:

"I was definitely disappointed to hear that you continue to be dissatisfied that you received the 50 inch Panasonic 1080p plasma TV as a replacement for your 42 inch Samsung 720p DLP TV purchased in June of 2006."

Best Buy doesn't get it. It's not about the TV, it's about their service.

Can you imagine if I hadn't been more determined or kow any better they would have just gave me the 500 bucks, and Best Buy would probably be saying the same thing, "I did look at your receipt, and it looks like the store processed this replacement correctly."But one thing I am not going to do is go into Stockholm sydrome.

[srock]

Just to let everyone know...Our four year contract with Best Buy and the insurance we paid for has BEEN restored. We were so upset over losing our extended warranty, I guess complaining does pay off..at least it does HERE! Dont know why the stores dont have folks who are not flexible..but hey..just following the book, right?

Anyway, a gentlemen got ahold of my husband, and said this should have gone through the manufacturer, and not affected our extended warranty. He got right back with us, and said our warranty is still in affect for the next four years.

This is a load off our minds, because this sounded like a big rip off otherwise.

So far, the new tv is great..only time will tell. So...Best buy came through on this for us. And because they did, we will buy from them again!

Thanks BEST BUY!

[b12njoy2010]

That is good

Make sure you get that in writing

[leo730]

Haha, I had the same exact issue with their delivery sytem.  Numerous phone calls stating that my replacement TV was coming only to get cancelled the day before supposed delivery date.  It is a very annoying fault in BB's distribution process.  Their delivery crew schedules a delivery before they actually receive the part.  Their reasoning behind this is to cut down waiting time.  The idea is that they are going to recieve the part for sure so they schedule the deliver accordingly.  If the part does arrive on time, they already have it scheduled to be delivered the next day.  The problem that arises is when that part they ordered doesn't arrive, they have a delivery that is scheduled that needs cancelling.  They will do this indefinitely until they receive the part.  In my case, they were waiting for a TV that was no longer in production.

Had I not complained, I would have been receiving those delivery calls to this day.  In fact, even after BB resolved my issue by giving me another model, I got a call from the delivery crew.  I had to tell them to stop calling me.

Anyway, I am glad you had your issue resolved as well.  It's nice to know that I wasn't the only one experiencing the problem with BB's weird delivery process.  Here's hoping they rethink their distribution processes.