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New Member
Posts: 2
Registered: ‎03-16-2017

Poor Geek Squad phone support

Tonight I had to call for the 3rd time to report the same recurring problem with my Samsung 4K TV. After waiting several minutes to even speak to someone Geek Squad agent Ralph answered. After telling him I was calling to report a problem with my TV and offering to give him the last service ticket# so he could bring up the history of my TV problem, agent Ralph's immediate response was "I'm not a manager > you have to speak to customer service if you want to get a new TV (I did not ask for one) > I can only troubleshoot and schedule a tech to come out..." Ralph could not have tried to get me off the phone any faster and do any less to try to help get my TV fixed.

 

I called back and got agent David on the phone who DID take the time to review my repair history and schedule another repair appointment. Ralph, who made it a point to say "I just work out of my house", is not at all a good representative of the image or level of customer support i am sure Best Buy Geek Squad wants to provide to their customers.

Posts: 2,175
Topics: 10
Kudos: 183
Solutions: 133
Registered: ‎12-23-2016

Re: Poor Geek Squad phone support

Hi xpobob,

 

Thanks for joining the Best Buy Community forums to let us know about that. I know how frustrating poor phone support can be, and I’m sorry Ralph didn’t provide you with the kind of customer service we strive to provide to all of our customers.

 

I’m happy to see that David was able to help you out and get your repair appointment scheduled. That doesn’t excuse the way that you were treated by Ralph, however. I’d like to document this in our corporate systems so we can use it to learn the ways in which we need to get better at phone support.  Feedback from clients like you is critical in identifying these customer service missteps when they happen, and I appreciate you taking the time to let us know about this.

 

If you could please provide me with a couple of additional details about the call so that my documentarian is complete, it would be very helpful. I just need to know the rough time the call took place, and your time zone so that we know when the call occurred.

 

Again, I apologize for the poor service Ralph provided. I’m hopeful that Geek Squad will be able to get your TV fixed and working correctly the next time they come out. If there’s anything further I can help you out with, or any other questions you have for me, please let me know.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎03-16-2017

Re: Poor Geek Squad phone support

The approximate time was about 8 pm EST.

Posts: 2,175
Topics: 10
Kudos: 183
Solutions: 133
Registered: ‎12-23-2016

Re: Poor Geek Squad phone support

[ Edited ]

Hi xpobob,
 

Thanks for the response on this! For some reason your response didn't register for me until just now, so I didn't see it. I apologize that I took so long for this to happen.

 

Using that information I was able to complete my documentation on this. I'm hopeful that we can use your poor expereicne to provide better support to our clients int he fututrre and that the next time you call you'll get service more like what David provided. I really appreciate you taking the time to do this.

 

If there'sa nything further I can help you out with, please let me know.

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!