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Posts: 1
Registered: ‎12-24-2016

TV Replacement

[ Edited ]

I am writing you about my recent interactions with your customer support departments. Let me start by saying the agents that have helped me in the Repair and Installation have done an amazing job. Their attention to detail has been truly on point and after serving in the United States Navy, this is something I appreciate. 

 

My issue started about a two months ago when my TV started to not be able to turn on. We would have to unplug and re-plug it in just to make it work. No problem, right? That is what a 5 year service plan is for. My wife just called Geek Squad and a repair technician came out. 

 

Well, Agent George didn't even open up the TV to check anything, and he just ordered a power supply that MIGHT work. I work in the electronics field and have worked on repairing electronics for approximately 12 years now. Not opening it up and troubleshoot is unsatisfactory. He, with his phone on speaker talked with the Parts Support and ordered the only part that might work for my RCA. Side note: RCA is no longer making my TV. The part should have been delivered a week from then. Okay no issue, we could wait. Well the part was back ordered. 

 

So now it would be three weeks before the part showed up. We still don't know if it would be the right part OR if it would be the part would work. Well in the second week our issue progressed to sound being intermittent and then our TV stopped working all together. So we called in, because this was obviously a progressive issue. We tried to get a different agent. Well, George cancelled that. As it was put in the system as a "Redo" of the original. So we call BACK in and finally get a new order to get Agent Tim.

 

So Agent Tim shows up. This Agent was amazing. Him and his assistant  using appropriate Electrostatic Discharge procedures opened up the TV to see if anything was wrong. Not finding the obvious issues, Tim orders the only two parts it could be: the power supply and the motherboard. At the time that Tim left, it should have been a week. Well, come to find out the motherboard was no longer in production. We found this out a week ago. The agent that called my wife about this was polite and kind. Agent Krissy (over the phone) processed the exchange. My wife immediately paid for a slight upgrade, because why not? Best part, the TV was supposed to be delivered today, 12/24/2016. 

 

Last night, my wife gets a voicemail stating that the delivery is happening today and we should have an adult here today. Well, my wife, upon waking, checks the order. IT HAS BEEN PUSHED TO THE 31st. Come to find out someone in the back office placed a hold on the TV. Mind you the two phone agents I talked to were amazing and spent the time required to find the real underlying issue. 

 

Amazing service doesn't change how I am feeling about the Geek Squad service. Why the heck are we still suffering through this when we paid to have the repairs happen. As much as I understand parts being back ordered, the amount of heartache we have dealt with really angers me. I am doing my best to keep this language professional. As a previous sailor I really want to use VERY colorful language to express this, but the issue wasn't caused by you. 

 

Thank you for your time.

Respectfully,

Michael {removed per forum guidelines}

{removed per forum guidelines}

 

P.S. The order numbers that have been involved in this process are:

Installation order for replacement: {removed per forum guidelines}

Tim's Work order: {removed per forum guidelines}

Original work order: {removed per forum guidelines}

5 year plan on TV being replaced: {removed per forum guidelines}

Posts: 4,676
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Registered: ‎01-21-2014

Re: TV Replacement

Hello MichaelMcCarron,

 

Our apologies for the lateness of this reply. This holiday has been especially busy for us on the forums, and we’re doing everything we can to catch up as quickly as we can. Your concerns are of great importance to Best Buy, and we want to make sure that you’ve received a response to your post and offered any assistance we can provide.


After pulling up the information you proactively provided, it appears you may not be the original purchaser we have on file for the order. Due to our Privacy Policy, please have the original purchaser on file call us at 1-888-BestBuy.

 

Respectfully,

Alexandra|Social Media Specialist | Best Buy® Corporate
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