Manufacturer Warranties and Protection Plans

[tigger607]

The guy name DANIEL came to our house about 3 weeks ago to fix the TV and said that he need to order a part to fix it so we waited to call us back to make an appointment,but he didn't call so we called 888 number and and heard he got the part and than made an appointment..

We had an appointment on Sat 20th, but the customer representative called back saying that Daniel isn't working on that day so we changed it to following Monday..

That guy called on Monday about 8 in the morning said that he will be at our house between 1-3..

We waited till 4 and he didn't show up so I called 888 number to find out where he is, representative said that he was at out front door at 3:15 saying that nobody answer the door and did not answer the phone..

Oh my gosh!!!!!!!!!

We have very loud door bell and have a dog, and 2 year old kid..IF he even knocked the door we could've heard it or our dog would've barked..

Anyways, the representative told me we need to make an another appointment.

I asked for talk to supervisor and guy name CLANT guess he is supervisor  was NO HELP AT ALL just keep telling me make an another appointment that is another week away..

I asked him to call DANIEL to call us back or have DANIEL's number, but he keep saying make another appointmet and not allowed to give numbers..

After calling local Best Buy store and that 888 number again set an another appoint on Wed. morning ..

That DANIEL guy called he will be at our house at 8:00 and showed up an hour later..

And he was saying the another day he knocked the door and ring the bell about 10 times and called he heard phone was ringing in our house, but nobody came to the door so he left!!!!!!!!!

I don't understand is, our house is not that big how could we not hear the door bell that he rang about 10 times????????????!!!!!!!!!!!

Anyways, we let him fix the TV we just wanted to have WORKING TV!!!!!!!!!

about like 30 minutes later DANILE Say that He CAN'T FIX IT cause of the he can not order that other part that is not available anymore and saying we'll get new TV he says contact us soon with replacement boucher...

We waited few days, just yesterday, on 27th he left message saying that he is getting the part on March of 11th and will calling us on that day to fix the TV..

He said he was going to replace the new TV for us and now he left message saying that he's coming to fix it

We called this mornig 888 number, but still no help at all keep saying DANIEL will call you on 11th..

We were out of TV about a month now..

WE DO NOT WANT THAT DANIEL GUY TO COME TO OUR HOUSE ANYMORE!!!!!!!!!!!!!!!!!!!!!!!!!

There is more to this story, but I'm so FRAUSTRATED right now to write the FULL STORY

He said we are going to get new TV so he should keep his word!!!!!!!!

We do not want it to be fixed ANYMORE!!!!!!!!!

 AND THAT  supervisor "CLANT"  he does not care AT ALL about CUSTOMERS!!!!!!!!!!!!!!!!!

[Elizabeth-BBY Community Supervisor]

Hi tigger607, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[tigger607]

I received the phone message from name Vicky from Best Buy follow up team saying we need to

wait till the 11th of March  if that repair guy can fix the TV or not..

As I posted before, WE DO NOT WANT THAT GUY IN OUR HOUSE ANYMORE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Why do we have to wait till that guy to show up at our house???????????????????

Why can't we get different technician????????

and to Vicky--

You sounded like I was  lying about that technician name Daniel said about replace the TV for us

HE DID say we were going to get replacement number or boucher getting new TV..

You just left message saying you can't do anything till that DANIEL guys says  YES or NO

Why it has to be only his judgement????????

If you are goging to send technician SEND SOMEONE ELSE!!!!!!!!!!!!!!!!!

 As I said before WE DO NOT WANT THAT GUY IN OUR HOUSE ANYMORE!!!!!!!!

 He's gonna start lying about everything AGAIN!!!!!!!!!!!!!!!! Starting he DID ring the bell more than                           

10 times when he was here.. hope you should come to our house yourself to hear how

LOUD is our door bell!!!!!!!!!!!!

And you should have leave your number to reach you..Why shouldn't you??

You don't want to talk to us either???????

[Duptj]

Good luck. Your experience is similiar to mine in that you were promised a replacement TV.

I was promised one from a salesman and the store manager. Try getting the RA# from Geek

Squad.  Even after the tech agrees the TV can not be repaired. I feel as if I was lied to so that  I

 would just leave.

[Sarah-BBY Retired: Community Connector]

Hi tigger607,

 

I am very sorry to hear that you are having such a hard time with your television repair.  We hope to provide our customers with great repair experiences they can brag about and I would like to look into this situation further to see what can be done to help, and hopefully turn it into a much better experience for you!  In order to do so however, I will need to gather a few more details from you and have sent you a private message explaining what I will need.  To check your private message, first make sure you are logged into the forum with your username and password, and then click on the envelope in the upper right-hand corner of the page.  I look forward to hearing from you!

Thank you,

Sarah

Community Connector

Best Buy® Corporate

 

[tigger607]

Well,  This morning, my husband stoped Daniel from  leaving another voice mail on our home phone, number that we ask them not to call,  saying  we need to wait another week to repair our TV.

Well, my husband  asked him "You told me we are getting a new TV when you talk to me face to face last time ,  why are u telling us now saying it need to be repaired?"

Dan said he told his supervisor that the TV NEEDS TO BE Replaced, but  supervisor told him to order an another part.

Well, we been told technician is the one who decides if the TV needs to repaired or replaced.

Why is this supervior who never even saw our TV is making decision about this.  He doesn't trust his own techs.?

And, Why is Daniel is still on this case?  We asked them to replace him and put another tech on this case.

Why are they keep refusing to give us a direct phone line or e-mail address to comunicate.  And Why keep calling our home phone instead of our cell phones, which we told them time and again is the best way to contact us.

I heard many horror stories about the same kind of situation, and it seems like Best Buy is going down the wrong path on the customer service department.  Is it because of the other big store that I can not mention being gone as their competion?

I'm just frustrated that we even have to waste time on this kind of stuff.

[Mimica09]

Your experience is similar to mine.. I had 3 different people came over the house to fix my TV and my TV is still not working... I fill the same way.. I spoke to a lot of people in best buy nobody takes in consideration with anything you have to say especially the supervisor.. They promise you things they can keep nobody cares about customers..I totally fill you and Im so frustrated also.. There is more story but i can't but it here..

Good Luck~

[tigger607 · Accepted solution]

Well we got the message on Sat. 14th from technicain saying now we have replacement confirmation#.

We went to local BestBuy store that evening..

About 4 years ago, we paid about $3,300 for our 62inch DLP and salesperson saying we can get credit for $2,200

to replace our TV..

We got 52inch Samsung LCD TV for even exchange..

Got smaller TV, but better TV now..

I guess posting complaints here kinda helped us..

I got the message here this morning saying we are going to get $50 gift card too..

I waited till today write this cause TV was delivered today..

Good Luck to everyone who has same situations like us..

[Elizabeth-BBY Community Supervisor]

Thanks for following up, Tigger607!  I'm sure you'll love the LCD technology so much, you won't even notice the size difference!  Sorry it was such a frustrating experience leading up to this point.  Please let us know if we can ever be of further assistance.

Best wishes,