BestBuy.Com

[Ambort]

My husband purchased a 52" Samsung TV in Oct/Nov. 2009 and also purchased the Extended Warranty Plan thinking that was the smart thing to do with a purchase that expensive.  The TV turns itself off & then clicks back on.  He has contacted Best Buy and has had 1 home visit for a diagnosis and another for a repair.  We're still experiencing the exact same problem.  He contacted the store again and now his phone calls aren't being returned, he's talked to multiple supervisors, we've had missed appointments (someone will "be there tomorrow" and yet they never show), then the call to reschedule the missed appointment...

I'm the wife. I'm quickly turning into the irate wife because I'm tired of hearing my husband talk about what Best Buy didn't do that day.  I'm tired of Best Buy being the topic of discussion over dinner.  I want this issue resolved and I need to know who to contact to make this happen.  The TV was purchased at the Best Buy in Kennesaw GA.  My company has a Consumer Affairs division where complaints can be lodged by our customers if need be.   Does Best Buy have a similar division?  If so, please let me know as I want to lodge a formal complaint immediately in hopes that it will help get this resolved.  Apparently calling the Geek Squad repeatedly and speaking with multiple "Managers" is not working.  

Thanks in advance for any assistance you can provide,

Nikki

[AGENTG]

You are correct! Calling the store for a tv repair is not the way to go. You really need to be calling 800GeekSquad (800-433-5778) and asking for the PSP tv repair dept.  They can schedule the appts for you as well as connect you with Consumer Relations. I am completely confused as to why they never told you to call the toll free number to schedule this to begin with.  I hope this helps!

[Ambort]

Thanks for the reply!  He said the automated service called today to confirm an appointment for this coming Tuesday.  I'll wait until Tuesday & see what happens.  If they don't show & don't call who can I call next?  Thanks! 

[AGENTG]

If they do not call/show up you would again need to call 800GeekSquad.

[starhelper2587]

I would call prior to Tuesday and double confirm that appointment b/c for some reason, the confirmation dialer isn't correct a lot of times.  Like if an appointment had been rescheduled, cancelled, refunded, etc, the dialer would still call the client and confirm whatever the original appointment was.

[Dorothy-BBY Community Supervisor]

Hello Ambort -

I was wondering if you are still in need of assistance?

[Ambort]

We took the advice and called Monday to confirm our appointment this past Tuesday.  I'm happy we did because they showed us as having an appointment a WEEK from Tuesday.  The guy said it was "very abnormal" for this to happen.  We had had enough of the run around and bad service so my husband spent his entire day off calling Samsung and Best Buy Corporate.   Best Buy Corporate maintained the same level of bad service as the local store and geek squad.  The manager "Trish" said we would receive a call back by 4pm from a rep to talk to us - or she would call us back.  We never heard from a rep & we never heard from her.  My husband then contacted the initial repairman who had diagnosed our problem and after explaining AGAIN our level of frustration he mentioned that he had the parts to our TV in his truck...  how nice.  They came yesterday and replaced the parts.  

I'm surprised that a company as established as Best Buy has a policy where the employees don't give out last names, work emails or work phone numbers.  Where is the accountability for their action - or in this case their inaction? It's impossible to escalate a bad customer service situation to the next management level when all you have to go on is a first name.  Our TV has finally been repaired; However, this has been a terrible experience.  It is very frustrating to have spent a substantial amount of money on an entertainment system and in return receive terrible customer service when we needed assistance and support.  I won't be purchasing any further big ticket items from Best Buy and I've been sure to tell my friends, family and co-workers how bad this experience has been. 

[Dorothy-BBY Community Supervisor]

Good afternoon Ambort -

Thank you for getting back to me.  This is definitely not the type of service we typically provide, nor do we expect the customer to deal with.  I have asked one of my fellow team mates, Allan, to contact you and make sure your concerns are documented.  You should hear from him early next week.  Thank you again!

[gulfrats]

Dorothy, can you assist in getting me the gift card I have been promised for 5 months?  I had  all appliances delivered to my new home.  They were over 2 hours late (no call).  They dropped the stuff off, didn't hook-up anything or even put the handles on the fridge.  So, the warehouse offered a $100 gift card in 4 to 6 weeks.  Every 6 weeks I call to find out where my card is but I always get an excuse and another promise.  It seems that this is all I can expect out of Best Buy's customer service.  Thank-you for listening.

[Allan-BBY Community Connector]

Hi Ambort,

I’m sure your family has much better things to talk about than the current repair status of your TV, and unfortunately it sounds like this has continued to be a topic given the fact that your latest repair appointment wasn’t scheduled on the day that you were told it was. It sounds like you have had a very difficult time trying to get your TV repaired, and I truly do apologize for all the issues you have encountered so far.

It is true that no employee of Best Buy® is required to provide their last name, their work email address, and/or their personal work phone number to anyone outside of the company. This policy is not in place to keep them from having to be accountable for their actions, but is in place to protect their privacy. They are not required to keep this information private, and often times they do share this information with our customers. It is merely each employee’s choice as to who they share their personal information with.

With all that being said it does sound like your TV repair has not met the standards we expect, and I would like to look into this to see if there is a resolution I can provide you in this matter. I am sending you a private message to gather some personal information I would need in order to assist you. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,