Manufacturer Warranties and Protection Plans

[kgive473]

Okay, where should I start....I have a 40inch Samsung TV. I have had for about 2 years and have a 4 year plan on it.  (3) months ago the sound started to go in and out, replaced DVR box.... did not work.  Then I called Samsung and they told me how to "reboot" and that should work.  And it did for about (1) week.  The sound goes in and out when I...watch tv, play games on PS3 and movies.  Now all of a sudden you have to click like (3) times to turn on TV....  I love my TV and if there is something wrong, I would purchase the same one.  This is not a problem with Samsung....Just Best Buy and Geek Squad.  I called Geek Squad customer service and set up a time for Wed. between 8am and 12noon.  The guy called said he would be there between 10am and 12noon "Perfect".  Okay 12:15 nobody???? I called customer service to let them know, this guy never showed.  They Called him and he was'nt even on the way. So I had things to do, so I rescheduled.....BIG MISTAKE...When I spoke with the customer agent on phone, I told her I work Friday until 2pm can I do a 2pm-4pm schedule "no problem" she said... So I come home Friday only to fin out that the guy came at 11:30 and that he could not make the 2-4 window ... Why schedule a time????? This guy never answered his phone when I tried to call, he did not even answer for the customer service agent.  When I talk to the Supervisor on the phone "what a joke" she was no help either.  So now I have to reschedule on another day off and hope this guy shows up.....If you have a problem these people are worthless, I know so many people who have lost there job and I think they should lose there's, because they are WORHTLESS.........

[Elizabeth-BBY Community Supervisor]

Hi kgive473,

I've asked Allan, one of our Community Connectors, to look into this and follow up with you.  You should hear from him within the next few business days at the most.

Thanks for your continued patience,

Message Edited by Elizabeth-BBY on 06-16-2009 04:28 PM

[Allan-BBY Community Connector]

Hi kgive473,

I truly do apologize for our technician missing the first appointment you had. I did see that you were then rescheduled for 6/12/2009 and were given your four hour window which was between 12pm-4pm. The representative that rescheduled you for 6/12/2009 did note that you wanted the technician to show up between 2pm-4pm, but they should have informed you that we could only schedule you for one of two four hour timeframes for your repair. In fact it would be impossible for a representative of Best Buy® to schedule an appointment for 2pm-4pm. This is due to the fact that our system will only allow a customer to be scheduled for one of two timeframes in a particular day (8am-12pm or 12pm-4pm). I now see that you are scheduled for a diagnostic appointment on 6/17/2009, and your timeframe is 8am-12pm.

I can definitely understand being frustrated with this repair due to all the miscommunication that has occurred, and the fact that you have to take another day off. I would be more than willing to be your personal contact in this matter, and do whatever I am able to make this go smoother going forward with the repair. I did respond to the email you sent to online.communities@bestbuy.com, and I will send you what information I have so far on this repair via private message on the forum also. 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 your concern,
 Allan
Community Connector
Best Buy® Corporate