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New Member
Posts: 2
Registered: ‎08-05-2017

Best Buy/Geek Squad No one really cares.

 Very frustrated, and this experience is making ,e rethink current and future purchases. 

 

Moved in to our new house.  Bought a new TV. Geek Squad installed the TV. Less then 12 hours after install the TV starts turning on and off, then shuts off for good. I call the store we bought it from and talk to the Geek Squad there. Puts me on hold for 10 minutes.  Comes back and tells me I need to call the 800 number because he can't send anyone out. 

 

I call the 800 number and I am placed on hold three times while they "call the scheduling department". After about twenty minutes the operator tells me I will have to wait 24 hours while they find me an appointment. I ask what number I should call when no one calls me after 24 hours. The operator says that she will personally call me back. 

 

24 hours later no call. I call them back and the new operator puts me on hold while she calls to get me an appointment. Proceeds to tell me that I actually have to wait 48 hours while they find me an appointment. I advise that I was told 24 hours. She tells me that there is nothing that can be done until they hear back from the scheduling department. I ask if someone is actually going to call me back this time? I am told yes. 

 

After another 24 hours and no call I call back. On hold two more times and I can now get an appointment 5 days from now. This is info they didn't have two days ago?  So I'm forced to make a decision now on waiting (hoping) Best Buy/Geek Squad show up in 5 days and do the right thing by fixing or replacing this TV, or just returning everything and going to a competitor. 

 

Im really put off and there is no sense of urgency or feeling of making this right. 

Posts: 8,325
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Registered: ‎09-29-2008

Re: Best Buy/Geek Squad No one really cares.

Hey dethkrusher,

 

Thanks for taking the time to post this, and I'll do my best to get this resolved for you. Getting a new TV installed should be an exciting experience, and I am very sorry the TV stopped working only 12 hours after it was installed. I also apologize for how hard it was for you to get someone scheduled to come back out and look at the TV; it simply should not have been this difficult.

 

I looked into this and show a technician is coming back out to your home to look at the TV this coming Thursday 8/10/2017. I have emailed the General Manager of your store, and the manager of our Home Theater Install technicians for your area, asking them to do what they can to make sure you are fully taken care of. Once I hear back from them I will post back to this thread.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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Posts: 8,325
Topics: 83
Kudos: 334
Blog Posts: 47
Solutions: 336
Registered: ‎09-29-2008

Re: Best Buy/Geek Squad No one really cares.

Hey dethkrusher,

 

I did hear back on this, and was advised they will be exchanging the TV. I show we are scheduled to deliver and install the new TV on Thursday 8/31/2017. Do you need anything specific from me?

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎08-05-2017

Re: Best Buy/Geek Squad No one really cares.

8/31?  Almost a month we have to wait for this to be fixed?  What exactly are they doing on the appointment I have scheduled for 8/10?

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Posts: 8,325
Topics: 83
Kudos: 334
Blog Posts: 47
Solutions: 336
Registered: ‎09-29-2008

Re: Best Buy/Geek Squad No one really cares.

Hey dethkrusher,

 

I'm showing the appointment you have today is for us to send a technician out to see if they can resolve the issue without exchanging the TV and/or to verify the TV is defective.

 

If this TV is found to be defective we could probably deliver the new TV much sooner than 8/31/2017, but our install technicians are most likely booked out until 8/31/2017 which means we wouldn't be able to mount the TV sooner than that date. Let me know how today's appointment goes.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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