11-27-2009 01:17 PM
I bought a Insignia best buy private brand LCD tv about 1 year and 8 months ago. I also bought the service plan for my tv as well. This has proved to be the single handed worst investment I have EVER made. I apologize if i sound rude, but customer service and the repair technicians have been an absolute joke. I would have rather taken the $300 I spent on the warranty and got the tv repaired myself. Below is the "process" to date that I have been through trying to get my tv repaired under warranty.
I called in the repair to customer service (11/12/09) and set up a time slot for a technician to come out to my house. They also informed me that I was eligible for a loaner tv if they could not repair the tv on site when the technician comes out. When the technician showed up it was 45 minutes after the 4 hours window. He took my tv apart and he told me I needed 2 parts a main board ad a power board. He told me he would order the parts and they would be back in a week or so to install them. I the mean time I called customer service back (11/13/09) to set up an appointment to get my loaner tv. They set me up an appointment for 11/18/09 between 1-4 to get me loaner. On the morning of 11/18/09 at about 8:30 n the morning I get a call from the technician (not customer service) telling me that he checked my file and i was in fact not eligible for a loaner tv. He also informed me he only ordered 1 part, and that he needed to come back and open my tv again to get a part number for the power board so he could order it. MY question is why am I just hearing that he needs a part number before he can order a part 1 week after he was at my house getting part numbers, as well as 1 day before the parts were supposed to be receive ad installed I hear that he didn't even order them. He asked if he could stop by within the hour 8:30 a.m. - 9:30 a.m. I let him know that i had to do a few things for work, but since I already had an appointment for him to drop off the loaner tv which he was no longer doing that he could still come then. He agreed and told me he would call me when he was on the way. I immediately called customer service again to find out why 2 customer service reps told me I was eligible for a loaner tv and the repair man refused it to me. I didnt get any where so I asked for a supervisor. she informed me that both customer service reps where wrong and that she would speak to them but there was nothing she could do. I also asked her why they never ordered the 2nd part. She looked at my account and told me that she saw that 2 parts were needed, 1 was ordered and the other had not been. Sher told me that the technician probably just needed to do some research and to that there were probably more than 1 part numbers for my tv. This is confusing to me since it is an Insignia tv, how does a best buy repair technician not know these tv's and what part numbers go into them. Non the less she told me to wait for him to come and he when he got the part number that I should ask him to over night the part. Well my appointment came and went and I never got a call that day 11/18/09, nor did I get a call the next day 11/19/09. So again I called customer service to see why he never called or showed up for my appointment. They asked me what the appointment was for and I told them about him needing to get a part number. They informed me that it only showed as me needing 1 part on my account and that they didnt see another part listed as still needing a part number. This information completely contradicts what the customer service rep read from my account just 2 days before. At this point I am livid, I have now been jerked around for over a week and am in the same place I was when I started. The customer service rep told me to hold on so they could call the technician and see what was going on. When they cam back she said that "he seemed very vague and told her that he would prefer to speak directly to me rather that going through a customer service rep. She told me that it seemed weird but that he said he would call me directly that afternoon before end of business. Well... what a surprise, I never got a call, again. I got a call on 11/20/09 telling me they wanted to schedule an appointment to install my part (the 1 out of 2 that was ordered) and that they could be out on December 8th. That was 2 and a half weeks away and seemed a bit ridiculous considering everything I had gone through so far. I asked to speak with a supervisor again because at this point I was fed up. They never even ordered the 2nd part and now I have to wait 2 weeks for someone to come and install a part just for the tv to still not work because it needs another part and then have to wait a month again for you to get your act together and get the part so it can be installed? I explained everything to date to the supervisor, he apologized to me and told me that he would be angry as well and that they next step would be to speak with the technician manager to see where to disconnect was. He told me that he would leave a message for one of them to call me first thing on 11/23/09. I asked him for the persons name and contact number because to date Geek Squad hasnt been abel to return one single call as promised. He told me he didnt have a name and that it would have to be assigned on Monday, that if I didnt receive a call that all I could do was call customer service again and ask for a supervisor and they would have to try and contact the manager again.
I am a VERY loyal customer to Best Buy, and have been a customer for over 10 years. I not only make considerable personal purchases, but many purchases for my business as well. I am so fed up that I am ready to NEVER buy another item from Best BUY ever again, and even go as far as to be sure I let any body i know who does shop there to NEVER EVER but any best buy warranty or service plans because I feel they are a complete scam, and that they would be better off using that money to get their items repaired themselves.
11-30-2009 02:45 PM
12-02-2009 01:49 PM
After being let down so many times during this repair I can completely understand you being very upset with our company. I can also say that you should have received the calls that were promised you, and any appointments you had should have been met (barring any unforeseen circumstances).
It is true that our premium Geek Squad Black Tie Protection (GSBTP) plans provide a customer a loaner TV if their TV cannot be repaired on the first visit from one of our technician’s, and it sounds like the first two representatives believed you had a premium plan instead of a standard plan. I truly do apologize for this oversight on the part of the representatives you spoke to.
I want to look into this repair for you, and do my best to get you resolution in this matter. I am sending you a private message to get some personal information from you, and to start that conversation. 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,