Most certainly, that line is repeated numerous times in some BB training manual. It must be, because I have heard it from every single BB employee I've spoken to in the last 22+ days. Since March 3rd, I have been attempting to reach resolution on the repair of my 50"LG Plasma TV. Since purchase, this is the second instance of the same circuit board failure.
Of course, like a good Silver Premier Rewards Member, I purchased the PSP.....that's where I'm thinking the trouble began for me!
Rewinding to the first instance - POP goes the TV, call BB Service - appointment scheduled for a week later, or so. Tech comes out, not sure what's wrong but orders one of the boards (ZSUS, YSUS or control). That will take another 10 days, then we'll schedule the return call - total days elapsed = 17 or so. Tech returns with ordered part - WRONG part. Process begins again. This took right up to 29 days to finally restore the TV to an operating state.
FF to now - POP goes the TV - same exact problem, call BB service 3/3, Tech comes on 3/8....alone, unable to remove the TV from the wall (which I told them!), says he'll order the circuit boards and call us when they arrive to schedule. LIE. We never hear from him, call BB service several times before we are told the parts will arrive on 3/16 and he'll return (with a 2nd tech) on 3/19. Tech returns on 3/19, with 2nd Tech - who should not be making house calls due to his health, or lack of it rather. I honestly thought he'd have a heart attack just taking the TV off the wall he was so large. Anyway, they have the parts, they have the TV open....I'm actually starting to believe it will be fixed.....NOPE! WRONG PARTS.....again! This time I get the phone number for a Supervisor here in Houston who I call to see what can be done to expedite this process since I can't believe this has happened again.
This person, Michelle tells me on 3/19 that she will call me Monday morning (3/22) and EITHER tell me the expedited status of the parts and service OR initiate the process to replace the TV for "customer service:" I bold the either/or because we all know that kind of conditional statement is intended when there are only two possible outcomes...right? WRONG. Michelle didn't call and when I reached her on Tuesday (3/23), she apologized (of course) but said that they really had to attempt to service the TV before she could start a replacement process. LIE #2. They would be out on Thursday, the parts would be in on Wednesday (3/24).....WRONG. My wife has now taken off a second day of work to wait for this repair, I have taken off 1 day. Today has been a flurry of conversations with the TECH who told my wife this morning that the last part was NOT in and he would be picking it up this afternoon. Michelle, meanwhile, told my wife she was doing US a FAVOR by scheduling the service today and she couldn't help it that the parts weren't all there.......huh? I have since asked the Technician and anyone else at BB not to talk to my wife since for some reason no one can be polite.
In the background of this, I had submitted a very dissatisfied survey to the Silver Premier whoevers and get a contact from a Maria F. in some survey dept. Well she inserted herself into the process and I encouraged it because I was getting no where on this. Apparently, she also had the training mentioned in the first line of my post. Enough said on that.
Bottom line here is like the unbelievable numbers of BB complaints I have read just in the last few weeks, I am NOT SATISFIED, yet I HAVE SPENT CONSIDERABLE Dollars with the company. I have been extremely reasonable and at this point I am almost out of energy for this. When I expressed to both Michelle and to Maria in Silver Whatever Dept, that I would like to have the TV replaced, as was offered by Michelle.....I get what it seems numerous BB customers have gotten, the "that's not our policy" answer.
Guess what....if I buy something for several hundred, or thousand or way less even from Nordstrom and I am not satisfied with the product - they TAKE IT BACK and ask me if I'd rather have my money back, or some other product. THAT....ladies and gentlemen is CUSTOMER SERVICE. Because of those experiences, at every opportunity, I highly recommend that people shop there. On the contrary, because of the experiences with BB, I cannot and will not do the same for this organization.
Somewhere I found a posting of BB Executive and Management Level email addresses. When this issue is finally resolved - either by BB or me by just trashing the TV and buying one from somewhere else, I will send them a well documented note just to see who responds. As a Vice President of Marketing for a multi-billion dollar company, I always find it interesting how close other (larger) company Execs are to their real customers.
@Dorothy_BestBuy
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