04-05-2012 03:21 AM
I'm not even sure where to start. We bought a 47 inch LG 3D tv. TV was $1,700 but we got a great bundle with 3D played glasses and a CinemaNow gift card. Our eceipt was broken down as follows ~
$100 CinemaNow gift card $85 ($15 pack disc)
Wi Fi 3D Blueray player $109.99 ($30 sale disc, $90 pack disc) reg $229.99
TV $1,079 ($370 sale disc, $250 pack disc) reg $1,699.99
TV Calibration $199.99
2 yr Black Tie Protection Plan $169.99
Grand Total was $1,790!!
Had the appointment made for calibration, Geek member came but had to return a few weeks after because he set the back light too bright and it needed adjusted "back to where it was before he came" Still had lighting issues and eventually scheduled another Geek member to come visit our home to see what the problem was. Before he came a different member called and had me check to see if we had our intelligent sensor turned on which we did not. That was a waste of a call becasue he told me to click on it to be sure it was not on. By clicking on it, it turns on so I had to ask many times what he wanted me put it on to turn off the itelligent sensor. I finally went back to the expert 1 setting that it was originally set on. I had to ask a few times to be sure the guy was still coming the following week. I did not wish for a technical support phone appointment. I wanted a Geek member here to see the color fading in and out.
The following week (3-20-12)a Geek member (whom will be referred to as "A") did come and said that he saw the fading right when we turned on the TV but took the remote and changed some settings (not sure what screen he was in or how he even got there) and then proceeded to ask us if we did the updates when they popped up on the screen. Yes we do. "A" ~ "Oh thats your problem I don't even do the updates on my own TV becasue it resets all the settings. I only do it if absolutely neccesary" How are we to know if update A22.214.171.12490 is absolutely neccesary?
My husband and "A" continued going back over a certain movie we were unable to watch due to the color fading and after he turned off all the settings the fading did stop. But now we had a big, 3d TV with all it's cool stuff turned off. My husband asked "A" what the point was of having them if they all had to be turned off. "A" replied that now the tv was fine. My husband said no you just covered the problem up like putting perfume on a pig. That was the wrong thing to say because "A" then said he looks at TV's all day and there is nothing wrong with ours. We said yes ther eis and you admitted to seeing it when you got here. He said it was a cloud going by the window. But we had the intelligent sensor off so no that was not the issue. "A" told us we can have him order the main board and schedule to have him come back ou t nad install it and see if that heps but that he personally wouldn't do it. We were still under factory and black tie warranty so we said please do becaue we want the issue resolved so we can watch movies with out the color fading adn we wouldn't hav eto worry about resetting our TV setting everytime an absolutely neccesary update came along. We asked a few more questions regaurding the TV. Once again he followed with "we could talk about this all day but it won't fix anything let me go order the part and we will schedule another apointment to have it installed. Ok we said.
"A" called back later that day and left me a voicemail to please call him back at XXX-XXXX to get scheduled for our install. He had the part order and please call him at once again XXX-XXXX to get this matter over with and behind us. (yes I saved it on my phone) It was apparent that it was our fault Mr. "A" was not having a good day. After he left my husband and I sat down and turned the TV on while we discussed the matter of having him back in our house messing with our TV that had "nothing wrong it" We were both upset and I decided after the voicemail he would not be the one installing the part. After letting myself cool down I called the 888-geek squad # to have a different associate be assigned to our issue. I was told by the first guy I reached the wrong department. He transferred me to someone else and I relayed why we were having our TV looked at and was told that since "A" ordered the part he had to install it. I asked him again "So there is nothing I can do? I am stuck with having a guy who didn't even want to be here in the first place, return and hope he didn't caue more damage. They said no but that I would have to call back when the dispatch line was open. So thats what I did.
I was once again transferred from one person to the next trying to get the right department, each time telling them we didn't want "A" back out. I finally got a gal on the phone who said she would look and see what could be done. All I had even said was that we didn't want him back. I didn't go into detail yet for I wasn't asked by anyone. She did a search and said that he was the only guy in our big city that could come out. We have 2 BB's in our city and more in the next city 1/2 an hour away but he was their only guy. I said she had to be joking and she said no but she could ask his manager for approval to pull someone from a neighboring area. Ok please do that. She came back on the line and that would not be possible either but that we could have a 3rd party come out but that would start the process over. I said we didn't care if we had to start over we didn't want him back here. This is where we were finally asked why. I told her what was said, his attitude, and about hte voicemail. I even said to her I understand he may have been having a bad day but I work with people and I have to leave my baggage either at home or in my car. It is not my customers fault that my children decided to throw fits or my dog ran off or my TV is not working correctly. She then informed me that the part is on back order and we would need to cancel the next appointment anyways and that if it hadn'r shipped out by the 14th day we would be gettign a call from her with a confirmation number to take down to BB and have the TV exchanged. Hmm nothing wrong but the parts are on backorder. She said inorder to take advantage of this we would need to keep the part on order with "A" and have him ecome out to install it if it did come in. She was in contact with us many times last week adn called yesterday 4-3-12 with th enews that we would be getting a TV with compromable features. That it had to at least have what our TV had. Great I said. She also told me to be sure to tell the associate that since it was still under manufacture warranty to have our black tie transferred to the new TV.
Before heading down ther I called and asked what all exactly we had to bring. Since it was a bundle did we need to bring the player down too or just the TV and glasses (incase we got a different brand) he said the TV Glasses, and powercord. We also took all thepaperwork from buying it. And we headed off like idiots thinking all was going to peachy. That we would either get the same one or something very similar. When we got there we didn't take the TV in rigth away. We first headed back to see if our TV was still available. We could not find it so we asked an associate and they showed us the new one that had already taken it's place. The price was similar to what our TV's original price was. We then headed up front to see what TV we were going to get. A gentle man asked before we got to the counter what we needed. We said we had a confimation # and that we were her to have our TV exchanged. I said I had called and talked to an associate named "B" and he said I know all about it. He called a guy up an dasked mt husband to pull up to the doors with the TV. I watch as rigth then a guy pulled up to the doors and the guy who was supposed to be helping my went to his car instead. So I helped my husband carry in the beastie box while also pushing my 3 yr old in a cart. We went to the line and waited again. The gal was running the receipt and I could tell something was not right. I asked her what was going on and she said that it says the TV was already returned. Hm not by us....yet. She did it a few more times and found that it was returned when we bought it becasue they thought they had 1 in stock and rang us up but in fact the 1 in stock was across town at the other store. So they returned it and re-rang it up but didn't give us the new receipt. And also didn't put the black tie plan on it.
We were at there store today for almost 3 hours trying to just exchange the TV. It went from not mattering about the money but the specs to each TV and them needing to be as close as possible, to we could only get one unless we paid the difference on the other but then we needed new glasses too because it was a different brand. Another associate said we could have the next TV up from ours and they would match the price to what ours was on the receipt. Both reg prices matched but with our bundle sale for ours it was a dramatic difference and so we said yes. We had worked with 2 associates by then and were ready to go home. We head up front to finish our paperwork and wait for our TV to come up. But that TV is not instock and they had to order it and that it could be delivered as early as next week. Really leave with nothing and wait a week? Back to the back we go again.
Enter sales associate #3 who learns that our TV is being exchanged under the manufacture warranty and not the black tie. So this changes things. We are now limited to what the cost of our TV was after bundle so we are now shopping for a TV that has the features of a $1,700 TV on the budget of $1,079. Not to mention the black tie has been pro rated so when we do find a TV only $120 of that will be transfered over. We will need to come up with the rest of that too. Plus some becasue we are now needing the next one up for the more expensive TV.
Enter sales attendent #4 who shows us again what our options are. We can have #1 and pay the difference or #2 that looks like this but not really and pay the difference and wait on it. We ask can we have our old one back adn wait longer for the part to come. They siad no it was being discontinued. So we argued first the specs had to match and now it also has to be an even exchange which is not possible. So associate #3 says if he can find #1 online at a sale price he would price match itto ours otherwise our only option was to go ahead and take #2 and that he would price match that one and we would wait a week and then get it. He goes to the back. I ask for the wifi codes so I can also search online for a better price. Can't get it. He comes back and says "M" will help you at the desk and walks away. She says that he couldn't find anythign so we had to go with the other TV and wait a week. I decide to do my own search because I don't believe that guy since after he sent us to "M" he vanished. I find one on my phone but it not local so they are not obligated to match it.
We opt for #2 and swap it out and are given the coice of day for delivery. Associate #4 comes in at the end we had walked out nad were leaving but I decided to go back in to see one last time time about getting it quicker. He sas no they come on one truck and we have to wait we can not get our TV a truck of it's own. So now we wait. I called 800BB when we got home to see if someone there could help, they could not. I had already called LG and they said it had to go back to BB so they were really no help. I have also called our local BB to ask them to call us when they get the TV instead of putting in on one of their trucks. I feel the less people who handle it the better. Plus we want to see the box. Our last one was clearly damanged and maybe had we not accepted that we would be where we are tonight.
I am sure I have left out a ton but you get the jist of our ordeal. Would you feel jipped if you left with less than you went in with? I feel as though no one really knew what to do with us and that is why we had so many people helping us but it only made it worse. BB associates lie and cheat and I am never shopping there again :\ I will be calling the store everyday until it comes and also calling who ever else I can tomorrow to speed this process up and see if we should have actaully received the other one (I feel we should have). It's spring break and I would like to watch a movie with the kiddos since it is in the 40's and snowing ourside :\
Mad in WA Hale3434
04-05-2012 07:49 AM
Hi hale3434 and welcome to the forums.
You left out a ton? Wow! I wasn't sure if I should read your post, or wait to see if it was released in paperback edition. You should be deeply ashamed for playing a part in Mr. A's bad day.
Seriously though, a response from a Best Buy Community Connector can take 3 to 5 business days on this forum. Sometimes it's sooner, other times it's longer. The moderators here are usually helpful though, so it's often worth the wait.
04-05-2012 10:29 AM
04-10-2012 04:39 PM
After reading your detailed account of this I can certainly understand your frustration, and really am sorry that this has been your experience with us. Getting a new TV calibrated should at the very least be a professional experience and it sound like this was anything but.
I do see that your TV was approved for replacement, and the store should have replaced the TV with the most comparable model we currently carry that doesn’t exceed your original purchase price. It sounds like you got a large discount on this TV, due to a bundle sale we had going, and that the store is correct that we would should not be replacing it with a model that costs more than you paid.
It sounds like this store doesn’t have the model you ended up accepting as a replacement, and that they are waiting to get more in stock before being able to have this TV provided to you. I did look at your receipt for the replacement TV, and it looked like to me that we might be delivery the new TV.
I would like to work with you towards the fastest possible resolution to your concern, and I am sending you a private message to discuss this. 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,