12-10-2008 03:10 AM
I know it is long but you have to read the whole thing!
My 60G 5th Gen Ipod had a hard drive failure and I brought it into my local best buy because it was covered under my Performance Service Plan. It went out and was returned within a two week time frame right to my front door. See details below:
STATUS: Shipped and Closed
Completed product has been shipped to the customer
Model Number: MA147LL/A
Serial Number: XXXXXXXX
Accessories Checked-In: None
Payment or Coverage Type: All or partially covered by Best Buy Performance Service Plan
Date Time Status Description
10/03/08 9:11am Shipped and Closed Completed product has been shipped to the customer
10/02/08 3:37pm Final Inspection, Awaiting Shipment Product is ready for final inspection and shipment
10/02/08 3:36pm Parts Received Parts have been received and product is being repaired
09/30/08 10:21am Received Product has been received at the repair location and is being assigned to a Geek Squad Agent or a certified technician for repair 09/25/08 7:59pm Shipped Product has been shipped to the repair location
09/23/08 1:10pm Checked In Product has been checked in and is awaiting shipment
I was quite pleased up until I opened the box. This is where It starts to go down hill. Well soon as I opened up the box, The Ipod was in a foam box but the ipod itself was just in a long shaped plastic zip lock bag. Nothing to protect it at all really. Now I being like myself took pictures of the Ipod because it was in great condition, It has always been in an Agent18 clear plastic hard shell case since the day I first used it. Not bad for almost 3 years old. Anyway I would expect it to come back to me the same way I sent it out (cosmetically that is). It came back with 2 decent sized scratches/marks right where the video screen is. I brought it into the store the very same day I got it in the mail and I told the Geek squad It wouldn't be a big deal if it was anywhere else but they were in the screen area.I showed them the pictures and the geek squad said No Problem and took it back and sent it back out, and it would be shipped back to the store itself so I could inspect it before I took it home. I had no problem with that.Still not such a big deal and besides the lousy protection and shipping of the Ipod I was still not all that upset, but that all changed soon as it went back out for repair. This is where it completely goes down hill.Here is the start of the details from the online status check. I would check in on it every once in a while to see the status.
10/14/08 11:16am Received Product has been received at the repair location and is being assigned to a Geek Squad Agent or a certified technician for repair 10/09/08 8:49pm Shipped Product has been shipped to the repair location
10/08/08 1:28pm Checked In Product has been checked in and is awaiting shipment
Well after about 2 weeks I started to wonder why it was taking so long and stuck at "Received Product has been received at the repair location and is being assigned to a Geek Squad Agent or a certified technician for repair" when the last time it went out it was there, repaired and back with in 2 weeks.So on Halloween I tried the geek squad online chat and tried to see what the status was , They were no help and actually wanted to know my email address and that just seemed to be ridiculous to me, When I dropped off my Ipod for repair I never gave them my email address so I didn't feel they needed that info , like they wanted it to spam me with offers and without that they wouldn't give me any info, this is the start of the chat log:
[11:29 AM] Agent Jones says: This session may be recorded for quality and monitoring purposes. Thank you for contacting Geek Squad Chat. This is Agent Jones how may I help you?
[11:30 AM] mike says: 01026-945XXXXXXXX repair..just thought i would check on it
[11:31 AM] Agent Jones says: I'm glad you contacted us; I need to get a little information from you to determine what service and pricing options I can offer you. Can you verify your name, phone number, full mailing address , email address and zip code?
[11:32 AM] mike says: no, i don't need an offer, i need to know the status of my repair
[11:33 AM] Agent Jones says: The reason we ask for this information is because if you go to the store, call or chat with us again your information will already be on file and for security purposes and prices and services in your area.
I gave up on him so I called the qeek squad 800 # and they said I had to call the store I dropped it off at itself and get that info, which seemed weird to me (even though it isn't at the store and what could they tell me that a computer that they are all plugged into couln't!)Every time I called they told me to call my local store it went out of and when in the store they said to call the 800 #, always played off to the other. I was off that day so I stopped in the store in person. I asked what was the hold up and they told me the exact thing I can see online from the status update. The girl and the geek squad counter said she would put in an escalation with the repair facility and I she would hear back in 24-48 hours and she would call me with the info. I said OK , It was a Friday so I gave them until Tuesday to call and heard nothing so I gave the store a call (now I have been without the ipod for almost 4 weeks with just this repair, if you include the original date sent out It is about 7 weeks I was ipodless at this point). Of course when I called I got a different agent who had no idea what was going on, but they would do another escalation and get back to me. I was told escalations to the repair center is all done by email so you have to wait for the agent to receive the info and call you back. At that point I called the geek squad 800 # again to see if maybe they might know more than the store would, Of course they said I had to call the store I brought it to and I explained that I just did that, I was able to find out that it was waiting on the part at that point but I don't know if the store or geek squad 800 # gave me that info.
I called the geek squad in the store, the 800 # or stopped in at the store every day from that point and each time I would get the same story from a different agent, except one agent who remembered me and said he never heard back on the escalation he put in , but he would do another. I was told they don't have a phone # for the Dallas repair center so they can't just call them, Later on in the store during the two weeks of my daily calling and going into the store one agent actually moved the computer screen and showed me quickly that there was a number for the repair facility and they could be called. I heard that every day from everyone I spoke to from 10/31 for 11/13, I will put in an escalation, no I can't call them, but never ever called me back with the info I was looking for. Each time I called the store itself and pressed the # for the Geek Squad, no one ever answered and it defaulted back the regular store operator and they had to reconnect me. At one point a couple days before that in the store an agent told me to call Derek who is the Store Services Manager and gave me his number and to speek with him, So I called him the next day and explained the situation and he said he could do more and get back to me he said he actually got a recent email from someone there and had in inside man , so he would be able to find something out, I gave it a couple days to hear from him and didn't so I gave him a call back he wasn’t there but called me that night and said he said he was still waiting to hear back but he would get back to me when he heard more info , but I never heard back from him. I always asked if it said if the part was actually ever ordered and if so when, but no one could answer that question. You would think it being 2008 that they would have the technology to have some way of communication and tracking items that go the Dallas repair center. I could understand if it was a 3rd party repair center, but I was told by a supervisor at Corporate Consumer Relations that it was Best Buys own repair center.
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12-10-2008 03:12 AM - edited 12-10-2008 03:13 AM
The rest :
Finally on 11/14, I went back into the store and spoke to an agent there, It was one I dealt with before and I asked her what she ever hear back on her escalation, she said nothing, when she pulled up my info in the computer she told me it said to contact consumer relations at 1-888-bestbuy. By this point I wasn't giving in to the lies and run arounds I have been getting for weeks, so I called right there from my cell while in the store. Of course after getting connected to several wrong people I got connected to the geek squad and I explained the situation once again and they actually told me I had to speak with the store itself again, That's when I lost it, told them I was in the store and to put me on with someone who had any idea what to do there. I was connected to a nice woman who let me vent and I explained the whole situation all over again, explained how I was waiting over 30 days for the part and apparently it can’t be found for some strange reason (even though they are all over the net) and she agreed I was getting the run around and she spoke with the agent in the store and then back to me and she told me that she was recommending product replacement but she had to put in yet another escalation and hear the results back from that and she would get back to me early the next week. I didn’t get her name or anything like that at the time and thought everything was in good hands from that point on…was I wrong.I figured Wednesday the 19th was early next week enough and gave a call to the 888 # and tried to get a hold of her again since I didn’t hear anything back yet and called about 4 times explaining the situation and got either transferred into space, connected to product replacement and several other wrong people before I got to the correct people to talk to. Finally someone who could look up and see what I was talking about. Come to find out I spoke to Allison with Corporate Consumer Relations, of course I didn’t speak with her that day but the guy I spoke said he couldn’t transfer me to her but he would go to her desk and ask her in person what was going on. He came back saying that she hadn’t heard back yet and that escalations took 5-7 business days to hear back on even though I was told 24-48 hours from everyone else. So I waited a couple more days and then on 11/24 I called the 888 # one last time , explained the situation again and was told they didn’t know Allison’s schedule or of she as in but I could leave a voice mail for her, So I did leave a message and never heard back of course. The next day I did my daily ritual of looking online to check the status and it actually changed, Magically after leaving a message the previous day and the 7th day was up for the escalation time frame to end Parts were received and repaired. Now I was angry, I was told I was getting a new Ipod (not a refurb or anything like that) by Allison and that is what I was expecting, I didn’t want that at first, I just wanted my Ipod back repaired and in the same shape it was sent out in, but after being jerked around and lied to for the past 2 plus weeks and the 15-20 minutes a day I spent in the store or on the phone I deserved it and being led to believe it was all settled and done I called the 888 # again and once again explained the situation and if I could speak with Allison, and of course not ,So I asked to speak with a supervisor or anyone higher to see what the deal was. I spoke with Augie and he said they did their end of the deal by fixing it and even resending it out the 2nd time to make me happy with the repair. I explained to him that I wasn’t happy with the repair due to the length of time it took to repair it and being lied to by Allison about replacement. I told him to be honest I thought the repair center saw the write up saying that It was scratched up the first time through their repair service that they put it up on a shelf to sit until I made a big enough stink that it got to Allison’s level and once replacement became the option they magically fixed it. He said no that wouldn’t happen but there was nothing he could do for me because they fulfilled their end of the repair and I was getting it back in better shape then when it first went out. Well it was shipped back to the store on 11/25 and I figured I would wait for it to show there and not call the store to find out if it is in yet, figuring I would never hear from them because they never called be back before with all the escalations I put in every day. Well on 12/5 I finally got the call, it was in! I was at work so I couldn’t pick it up until the next day (Saturday)
Date Time Status Description
12/05/08 1:40pm Received Repaired product is ready for pick-up at the Geek Squad Precinct within your Best Buy store
11/26/08 8:35am Shipped Product is complete and has been shipped from the repair location back to the store
11/25/08 3:14pm Final Inspection, Awaiting Shipment Product is ready for final inspection and shipment
11/25/08 3:11pm Parts Received Parts have been received and product is being repaired
So on Saturday I went down to pick it up and the Geek Squad Agent got my info went in the back to get it and what did he bring out, The same lousy plastic ziplock bag came back in last time with my Ipod in it! He said it must be a fefurb because it had the charge for 4 to 6 hour sticker on it but I checked it out with and it was mine because it was the same S/N. I look at the front of it and guess what, Scratched up again! I couldn’t believe it, It wasn’t a big scratch but it was there. I expected it to come back with the plastic protective cover that comes on an Ipod when you buy it new, It was a new bezel/cover to begin with and when you buy the part new I would expect it to have that cover on it, but it didn’t, So I showed him and he agreed it was scratched. I figured I would turn it on to make sure it was working and When it went to the white screen you can actually see dust in between the LCD screen and the bezel/cover. I couldn’t believe it, I showed the Geek Squad guy it and he did see it also and I had him make a note in the system that when I picked it up it was scratched and had dust inside the front bezel/cover knowing that he couldn’t do anything for me then and I would call Corporate Consumer Relations on Monday. So Monday I called explained this whole long drawn out story again and he said to bring it to the store to have it sent back out. I asked him for what…to have it sent back out for the same reason it went out for the 2nd time for anyway. How long will I be without my Ipod this time?( I was without it from 9/23 to 12/6 between the 2 times it was being repaired) and what will they do to it, repair it again just to have it come back all messed up again? I haven’t brought it back yet because I am scared I will never see it again! Unbelievable isn’t it!
12-13-2008 06:07 PM - edited 12-13-2008 06:16 PM
Well I figured I shouldn't be stuck with the ipod being returned to me in the condition it was received in the store last Saturday 12/6/08, So After posting here on early Wednesday 12/10/08 and not hearing anything back from anyone I brought it back to the Store today 12/13/08 as requested to do by Best Buy Corporate Consumer Relations during my phone call to them last monday 12/8/08.
Also note that besides the dust between the LCD and the outer case and the scratched outer case from shipping/handling ,I never actually really used the Ipod except to test it quick in the store to see if it powered up. Before I brought it in today I thought I would hook it up to the computer to make sure it would sync, etc and the hard drive makes noises I never heard it do before the hard drive was replaced the first time it went out for repair. Yes I know it makes the usual clicking noises but they seem louder than usual and there is actually a Sort of twangy/springy type of noise also being made by the hard drive. I couldn't notice in the store due to how loud it is in a Best Buy , but I had "JC" bring it in the back and give it a reset to listen to it as it rebooted and he did note it on the Service Order Slip along with damage he noted when I picked it up last Saturday. I asked it I could get a print out of the notes he put on the Order about the damage last Saturday when I picked it up but he said he couldn't print that out.
Here I go again! I will keep everyone here up to date as things progress.
STATUS: Checked In12/13/08 4:12pm Checked In Product has been checked in and is awaiting shipment
Your product will ship to this address once service is complete:
ENFIELD CT 06082 USA
I don't know why they are having it sent to my address this time, I would actually like it shipped back to the store like last time. For Some stange reason I think that is my safest bet!
12-17-2008 01:12 PM
as promised here is an update: Nothing! Dropped off in Store on 12/13 , it is now the 17th and it is still sitting in the store unshipped.
12/13/08 4:12pm Checked In Product has been checked in and is awaiting shipment
12-17-2008 05:41 PM
12-22-2008 01:24 AM
Thanks Dorothy...After months of "frustration" I was finally approved for replacement. I wish I posted here a month ago!
Derek was very friendly and helpful Saturday night when I went to do the exchange. He also told me that even though it says "checked in" on the online status , It was in fact shipped out and the repair center got it mid week.
I do suggest that Best Buy works on their escalation process though, There needs to be better communication between the stores and the repair centers.
Thanks Again for the Help!
12-22-2008 06:22 AM
Congratulatons on wearing them down. It is sad that one must wiz & moan for monthes to get any satisfaction. I would bet if you had not complained on a open fourm you would still be waiting on the ipod.