Best Buy & Geek Squad Policies

[fahm]

i am having an extremely hard time trying to get reimbursed for the poor service i received from the repair team.  i bought a washer more than a year a go from best buy.  that one broke so they gave me a replacement.  this one susequently broke and because it has been over a  year, it was no longer covered under the warranty.  i paid them a total of 331.06 for the diagnosis, parts, and labor.  as soon as the tech left, i did a test run.  Did not work.  called bestbuy and i was told the tech guy would not even be able to come out and LOOK at the washer for at least another two weeks.  so instead of waiting for the tech guy to come out and try to see what other problem was wrong with it and then waiting for another part to arrive,(plus get charged for the new part) i decided that i was going to go out and buy another washer elsewhere.  i called bestbuy again and asked for a reimbursement.  i was on the phone for over two hours and all they did eventually was email a field supervisor.  the field supervisor was supposed to call me back. no one called back for two weeks.  finally called bestbuy again, all they could do was email the field supervisor.  obviously no one checks their emails because i was promised a call back time and time and time and time again.  no one at bestbuy will call you back.  they will put you on hold for hours and in the end all they will do is tell you that they will email the other supervisor.  they are all completely useless.  i think that all of us having problems should contact our local newstation and the BBB and complain and make this poor customer service a public issue.  if one of the moderators is reading this here is my work order number in case you want to see how many times i have called and how many times i've been told that someone will call me back.  NO ONE has called back.  you guys are not best buy, you guys are the worse people i have ever delt with. work order number is 471976. 

[Elizabeth-BBY Community Supervisor]

Dear fahm, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Allan-BBY Community Connector]

Hi fahm,

From reading your post I believe we could have explained how our services work much better when you contacted us to set up in home repair on your washer. Our services are non-refundable once they have been performed, but we do guarantee our services for 30 days. If within 30 days from the date of service the same issue arises we would send a technician back out to the customer’s home free of charge, and the technician should then repair the product again. I would like to see if there is something I can do to assist you with the repair of your washer so I am sending you a private message. In order to check your messages you must first be logged into the forum, and then you should click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate