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Member
Posts: 11
Registered: ‎10-29-2010
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Warranty Service: Does anyone know what to do?

Long-time (almost 19 years) customer and credit card holder (11 1/2 years) who in the space of three hours today has been left on the verge of severing all association with Best Buy. It's a long story, but I'll keep it as brief as reasonably possible.

 

Bought 55" Insignia TV in mid-April, and started to have problems with the display yesterday. Got online with Geek Squad, explained it was an in-warranty BB purchase and asked if I should take it to a store. They told me to set up a service appointment for someone to come to my home. 

 

GS tech came today, showed him the problem and he got on phone, was apparently advised "no parts available" - he was under the impression that I was supposed to pay a trip charge (?), but that got sorted out - I received an e-mail indicating that the $99 was charged to "Warranty". His advice was to discuss with the store. About an hour after he left, he called and advised that he was getting this set up for an exchange - he stopped by, gave me his business card with a phone number and a case number, advised me to call and speak with them.

 

I called the number he gave which was answered as "Geek Squad Exchange" - spoke with the fellow there who indicated that this had already been arranged with the store and to go there to make arrangements for delivery of new TV and uplift of old one.

 

Now, here's where the problems start. I go to the store, explain to the CS chap who is somewhat bewildered by what I'm telling him and calls one of the home theatre folks over. I then end up almost GETTING CHARGED for the replacement. At that point, I indicate that I am terminating the discussion but will pursue it through other channels.

 

So, here I am. If I've done something wrong in terms of how I set this up, nobody ever indicated that. All I want is the one year warranty on the TV honoured. I don't think that's an unreasonable expectation. Please don't make me vote with my wallet in future.

Posts: 615
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Registered: ‎02-09-2011

Re: Warranty Service: Does anyone know what to do?

If you were approved for an exchange, Customer Service would have been who you should have dealt with. I'm sorry this wasn't explained, but in store Geek Squad has almost nothing to do with Home Theater services and are often confused when brought up for an exchange (which they shouldn't be, but that's a training discussion for another time). The folks at your store's customer service will know how to process the in-home exchange and will be able to get that sorted for you. Generally, it's a fairly easy process and not time consuming what-so-ever. The only hang ups that can occur is if they no longer carry your model of TV and you pick something more expensive as your replacement (then you just pay the difference).
Member
Posts: 11
Registered: ‎10-29-2010

Re: Warranty Service: Does anyone know what to do?

I take your point, but it WAS Best Buy customer service folk I dealt with. I’ve got the Support people engaged via Twitter, we’ll see what happens.....

Member
Posts: 11
Registered: ‎10-29-2010

Re: Warranty Service: Does anyone know what to do?

Well, one step forward and several back.....

 

Around 2 PM yesterday, a fellow from the local store called me - I was unable to take the call, but he asked me to call him back. He specifically stated that he would be handling this exchange. I called back three times that day - this is when I found that calls to a store, even where that store has its own phone number, won’t necessarily go to that store as one store handles all calls for a particular area - in my case, they go to a store nearly 30 miles away! At the time of writing, I haven’t even got through to the actual store, never mind the fellow handling this, despite several attempts.

 

Oh, and I got an e-mail today asking if I would complete a survey on my experience. They REALLY shouldn’t have done that.....

Posts: 8,446
Topics: 381
Kudos: 585
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Registered: ‎09-29-2008

Re: Warranty Service: Does anyone know what to do?

Hello MadMac,

 

Welcome back to our commmunity, though I'm disappointed your return was not under better circumstances. As I know from my own experience, there is nothing quite so upsetting as having a nearly new product develop a fault. Having that alone is more than enough, but to encounter conflicting information and communications breakdowns instead of a resolution is most aggravating of all. I was unhappy to read of your experience to date and I apologize for your having to cope with such a situtaion.

 

I'm happy to hear you've been making some headway with my peers via Twitter. I encourage you to continue working with them toward a resolution. 

 

Please know I am grateful you took the time to share your experience with us.

John|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 11
Registered: ‎10-29-2010

Re: Warranty Service: Does anyone know what to do?

Thanks for your response. FYI, the Twitter folks are contacting the store in an effort to establish lines of communication Smiley Happy

Member
Posts: 11
Registered: ‎10-29-2010

Re: Warranty Service: Does anyone know what to do?

One thing to add to this response: things break down from time to time. I'm an engineer - I understand that. This is the TV I have in my garage so I can watch soccer while I work on stuff out there: this is an inconvenience, not a catastrophe.

 

What's been really frustrating here is, as John said, is the communication breakdown and total disconnect there appears to be over what should be a relatively simple process. It's particularly disappointing given the long association I've had with BB.

Member
Posts: 11
Registered: ‎10-29-2010

Re: Warranty Service: Does anyone know what to do?

Just a quick follow-up on this: I fnally spoke with the chap from the local store on Friday. We presently have a plan in place for a replacement to be delivered/installed tomorrow (7/11). I'll report back on (hopefully) successful completion.

Member
Posts: 11
Registered: ‎10-29-2010

Re: Warranty Service: Does anyone know what to do?

Final closure: GS chaps came this afternoon, delivered/installed new set and removed old. I'm set for the WC Final Smiley Very Happy