Best Buy & Geek Squad Policies

[wes1970]

I'm just trying to figure out what you guys mean by 3 to 5 days for an answer when I filed a claim for a television that has been sitting at a third party repair facility since June 18, 2009. I filed my claim Aug 25, 2009 for a replacement and still have no answer from BB. I'm starting to believe the woman said 35 days instead of 3-5. It's bad enough I've had to wait 78 days and counting for a repair that will probably not happen because of incompetent repair people. I just want an answer other than 1 or 2 more days and we should have an answer.

[wes1970]

Let me clarify this issue even more.

    I have a Samsung 61 DLP tv that I purchased in Oct 05 I also bought the 4 yr plan, just in case of problems. Thankfully I did because my TV went out in June 09. I called BB and set up a repair, through a third party repair facility. Jun 18, 2009 my TV was taken to the shop for repair. After hearing nothing for 2 weeks I decide to call the repair place and get an update. I was simply told "we're still trying to figure out what's wrong." So, another  week goes by, still no call. I call again and am told they are changing the color wheel it should be another 1 or 2 days. Well, about 10 days later I call them, why should the repair place call with updates, right? Being highly PO'd I try to contain my anger by just trying to get direct answers. I am told It should be ready in a day or 2. A week later they bring my TV back. I plug it in and instantly notice a totally different problem. I tell the delivery guys to take it back and I'll call the repair place to let them know. While on the phone the repair guy actually tells me that the light tunnel was bad and they'll replace it. My thought is why didn't you change it when you had the TV. But anyway, after several days I call again for an update, why should they dial the phone right? Guy tells me they need to change another part and configure TV. A couple of days go by and my wife calls the repair place and is told they are configuring the TV but can't get it to work. They, yes THEY will call in 1-2 days to updates us. I call back about a week later, after they didn't call me, and am told they are ordering something else. So I call BB on 25 Aug, day 70, yes that says day 70 of the repair to see if I can file a claim for a replacement since obviously my TV is probably dead in the water. I am told it will be 3-5 days for a decision. I call back on day 5 still no answer. I call back on day 7, yesterday and am told they have elevated it to get the situation resolved quicker and that I should call back tomorrow. I call back and am told it should be completed in 3-5 days. I explain that it's been since 25 August already I want an answer to my claim. The woman tells me that its been elevated to the correct people and I will just have to wait for a call. I said the last time I waitied for a call about my TV it never came and that's why I am talking to her now. What if anything can be done to expedite this situation. I don't want to end up on day 254 of a claim for replacement. I have total faith in BB but if this doesn't get resolved soon I WILL be shopping somewhere else.I have left out how many exact times I have called the repair place about the TV but it is probably about 10 to 15. I just highlighted the ones I actually got answers for.

[Adamtech Emerging Expert]

Wow wes1970, I apologize for the delay... 78 days is insane! One of our Community Connectors should be able to assist you, they do not work on weekends however.

[justinfcoffey]

Just out of curosity, who did you initially contact to begin service on your television?

[wes1970]

If you mean for the initial repair I contacted 1-888-bestbuy. That's who setup me up to get the service. After the 70 days I called again and I believe it was a Joann I talked to. That being on 25 Aug. Just for you're info It's now 7 Sep and still no word. So much for 3-5 day service. I think I need to contact somebody higher up in the company to get this resolved. At this time nothing short of a full replacement will satisfy me. It's just been too long.

[Adamtech Emerging Expert]

Our Communities team is out of the office for the holiday weekend. They will return on Tuesday and should be contacting you soon after.

[Dorothy-BBY Community Supervisor]

Hello wes1970 -

Allan, from our Community Connector team, should be reaching out to you shortly to offer some assistance.  Thank you for your patience.

[Allan-BBY Community Connector]

Hi wes1970,

The fact that you waited over 70 days before you requested a replacement TV speaks to your patience, and I can assure you that I would be equally upset after waiting this long just to be asked to wait even longer.

I did look into this today and I see that your TV was approved to be replaced by your Performance Service Plan (PSP) yesterday 9/8/2009. You should have received a phone call, and the replacement process should have been explained; you should also have been given your confirmation number.

To get your replacement TV just go to your local Best Buy® store, go to customer service, tell them your PSP approved your TV for replacement, give them your confirmation number, and they should process the replacement of your TV for a comparable model TV as determined by them.

If you need any personal assistance in this matter just send me a private message by logging into the forum, click on my icon, and then clicking on the send this user a private message link. I hope you enjoy your new TV.

Thanks for posting,

[wes1970]

Sorry I haven't written, been busy. My replacement went through. I went to the local BB and went through the replacement process. New TV should be delivered on Monday. I had to call the repair shop and get my old set delivered, and what do you know, not fixed. Big surprise huh? Can't wait for the new set. It's only been over 80 days. I just want to thank the folks at BB for the help in this process. They made it as painless as possible considering what I went through with the repair. I would make a suggestion to BB to have them find another repair shop in the Charleston, SC area. I do not believe the shop my TV was sent to had any idea what they were doing. They were very rude and just had ZERO communication with me through the repair process. I know BB can do better than what they did this time. Thanks again for the help everyone at BB. Keep up the good work.