BestBuy.Com

[rshackleford]

When shopping to purchase a new flat screen, I received great service at my local Best Buy. The store did not carry the model I ultimately decided on (Samsung 51" Plasma - Model PN51D6500DF), so I special ordered it through BestBuy.com. Unfortunately everything has been downhill since then.

Upon unboxing and installing the plasma television, it was clear that the item was defective. Immediately I called 1-888-BestBuy and was told that they needed to dispatch a Geek Squad member to confirm the issue. Luckily I was available to take the first available appointment (1 week later). The Geek Squad member called me the day of the appointment to confirm and arrived promptly as scheduled. He only needed to stay a couple minutes as he immediately confirmed that “yes” there were pixel issues – both dead and stuck. Being that this was the state of the product out of the box, it was agreed the product was defective.

After the Geek Squad member left, I called the BB 888 number to request an exchagne/replacement. The customer service representative (CSR) stated that an exchange would not be a problem. She gave me a case number and stated that I would be contacted by the shippers before delivery. They would both bring a replacement and take the current defective television away. She stated it may take up to a week before they contacted me, and if I didn’t hear from them by then to call back in to the 888 number.

Mid-afternoon of the sixth day I decide to call the 888 number. When connected to a CSR I give the case number. The CSR immediately recognizes that this is a special order and that it the previous agent did not properly submit the exchange request. In fact it needed to go to the Research department. He creates a second case number and tells me that it will take 24 to 72 hours before they would call me. I ask if there’s a contact number for this separate department that is now handling my case – the short answer: no.

Seventy-two hours pass and still no contact from Best Buy. Again I call the 888 number. I give both case numbers to the CSR who tells me that it will take 3 to 5 business days before I’m contacted. Frustrated that I’ve now spoken to 3 different CSRs, all of whom have given me different answers to my question, I ask for a supervisor.

Once connected I explain my situation to the supervisor; his response: No, it will take 3 to 10 business days before the Research Department completes their review and emails me the possible options available to me. Given the mishandling of and incorrect information provided regarding my case I ask if there’s anyone I can speak to ensure that this case is now being properly handled or in the event I don’t hear from the Research Department. Again no, I just have to wait.

In sum, I’m waiting and will continue to do so. Sitting in my living room is a defective plasma television that was sold to me by BestBuy.com and yet there is no one that I can actually speak to that can do anything about this problem. I do not consider this “service.” Heck, at the moment, I don’t even feel like a customer.      

[ShockSystem]

Best buy can not use  "customer" and "service" in the same sentence. To this company they are mutually exclusive terms that have nothing to do with how they operate or anything to do with what will occur.  You are meat, with a wallet, and you are in the way of the money. Now that they have it, "service" for you is an inconvenience for them, and they will try as hard as possible to do nothing for you. The term "customer" for them is directly associated with the word "annoyance" and the term "service" is equal to "ignore" or "deflect".

Welcome my world, and to the BestBuy furiously angry, screwed customer club. Unfortunately it seems to be non-exclusive and very easy to join due to BestBuys inept and totally incompetent handling of any sort of customer service and sales practices that border on fraud. Soon you will be contacted by former BestBuy employee apologists who will explain to you very clearly how it's your fault and BestBuy was just trying to deliver great customer service and you should read the policies and terms that clearly states BestBuy never has a problem or makes mistakes. Then a follow up with a Best Buy "Social Media" team member will officially tell you politely how sorry they are that you are frustrated and that there must be some misunderstanding and the solution is; you should get bent, thank you and please shop again!

Also, I hope that you didn't get to "great" of a deal on your TV, because if this model is defective within the factory warranty and they don't have that model anymore (like me) you will be expected to pay the difference for the like model replacement if it's not on "sale" at the moment. Yeah, the warranty replacement service is that awesome - Pay extra to get the same thing you had.

Call corporate every day (or twice a day if you can waste the time) an make them commit to times and actions. Make clear notes when they fail to meet them so you are armed when the next talking head makes the same statements. Get direct lines and extensions if you can - most of the time they will state that they can't for policy reasons, this is not true - They have a direct line for voice mail boxes 612-292-0101 + extention. Call and ask for "Customer Relations" they seem to be able to muscle the local store a little bit. They also have access to inside store phone lines, that actually have to be picked up... so they can't put you on permanent ignore. Good luck, I hope you get a replacement expeditiously and I hope you get to use your new TV for the big game.

_ Shock

[Ryan-BBY Senior Social Media Specialist]

Hello rshackleford -

Justin from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[rshackleford]

The introduction to Section 3 of the Best Buy Code of Business Ethics - Responsibility to Our Customers - states in part “Our employees share an obligation to…Provide prompt and accurate customer service.” (See Bestbuy dot com > For Our Investors > Corporate Governance > Code of Business Ethics)

It will be 3 weeks tomorrow since I first contacted BB regarding the defective special order television they shipped me. At present I’ve yet to be connected with an individual at BB who can actually provide any actual assistance with correcting this problem.

If it wasn’t so frustrating, I’d almost find the situation funny. The joke would start something like: How many BB employees does it take to exchange a product that was out-of-the-box defective and ordered from BestBuy dot com?

In actuality, it’s going to take at least 8 people (and that's just the number it'll take to begin the resolution process). Not counting misdirected calls, disconnected calls and other issues, here’s who I’ve had contact with:

1.CSR 1 told me that BB needed to send out the Geek Squad. (1/9/12)

2. Geek Squad member told me that “yes” the plasma television is defective. (1/17/12)

3. CSR 2 told me she started an exchange and that the shippers would contact me within a week. (1/17/12)

4. CSR 3 told me that CSR 2 incorrectly directed the exchange and that I’ll be called in 24 to 72 hours by the right department. (1/23/12)

5. CSR 4 told me that CSR 3 was incorrect and that it will take 3 to 5 business days before I’ll be called by the right department. (1/26/12)

6. Supervisor told me that CSR 3 was incorrect and that it will take 3 to 10 business days before I’ll be emailed by the right department. (1/26/12)

7. Community Connector posts that someone from the Social Media team will be reaching out to me regarding my concern. (1/27/12)

Let’s hope that the 8th person will be able to actually be able to provide some meaningful assistance.

PS Yes, I realize I’m still within the response window given by the Supervisor (#6 above). However given that I’ve repeatedly received inaccurate information, I’m no longer willing to quietly wait. The procedures, resources and oversight of BestBuy dot com customer service seem designed to frustrate rather than effectuate the provision of prompt service to customers.  

[Justin-BBY Community Connector]

Hi rshackleford, 

Oh no!!!! I cannot believe that you have not been able to receive any status updates on your Samsung TV situation. I know I would be looking for additional assistance as well and I'm very sorry that you've spoken to so many people about getting this resolved. I'd be glad to act as your point of contact about this issue, so that hopefully you don't have to speak with anyone else and explain your story again. 

I was able to pull up your order details and I've already started looking into this for you. I wish I had some feedback for you right now, but I don't and as soon as I have any information, I'll let you know as soon as possible. Realizing that this is a very sensitive subject matter for you, feel free to let me know if you have any other concerns by replying to this topic or sending me a private message. 

Regards, 

[Justin-BBY Community Connector]

Hi rshackleford, 

I've just sent you a private message. To view your private messages, ensure you're logged into our forums and click on the envelope icon in the top right corner. 

Sincerely, 

[rshackleford]

Finally!

Today Iwas contacted by someone at BB that could actually help with my defective television. Unfortuantely, the only option the Research Department can offer me is a return.

Apparently during the time I've been stuck waiting to intiate an exchange, the product I originally ordered sold out. Thus, I'm faced with either returning the television or keeping a defective product.  Regardless of what I choose, I can safely say that this is the last time I shop with Best Buy. It is clear by the handling of this matter that Best Buy does not want me as a customer.

In sum, Best Buy you blew it.  After taking my credit card number, you've treated me as if I was an after thought - the delivery which just showed up at 8:45 on a Saturday morning (no call to schedule); the inablity to connected with someone (anyone) with some authority to initiate an exchange; the waiting; the mistakes; the waiting; the wrong information; the waiting; and the being told "too bad" there are no more of the televisions you want. You've had many chances to make this right. You've had many chances to make me a happy customer. But in the end, you put yourself first so I guess I better take myself elsewhere from now on..

[ShockSystem]

Sorry your experience did not work out. I was hoping for better, but it seems that our experience was the same, and it was exactly what I would have come to expect from Best Buy's lack of customer service. They are truly a pathetic example of a retailer, and manage to conduct every step of handling a customer incorrectly. Luckily you knew within a few days (weeks) that the model was unavailable. I'm suck with paying the difference for the new model that's not on sale. We are in agreement though that neither of us will ever shop at Best Buy again.

You can try TigerDirect.com for a new big screen, they often have free shipping on quite a few models. I purchased a Sharp 55 there and have been very happy. Amazon.com is where I went for my new Onkyo 7.2 Surround Sound Receiver / Amplifier. Good luck, and make sure you get refunded - Best Buy seems lately to love holding on to customers funds even if they don't deliver or have possession of the product.

[rshackleford]

Well the saga continues...The television I purchased is now back in stock. I spoke again with the person handling my case in the Research Department and she ordered a replacement. Though it will still be several days before it becomes apparent whether a satisfactory outcome can actually be achieved, at present things are at least looking up.

[dsring]

Similar poor experience....Bought a dishwasher from BestBuy.com. It was defective. After 2-1/2 weeks, I finally got someone from Best Buy to come and get it. It has been a week and I still have not received a refund. After calls to store that picked up item, email exchanges with "applianceexperteam@bestbuy.com", and calls to BestBuy.com customer service, no one seems to have a clue if the dishwasher was ever picked up, let alone me getting a refund.