I am wanting to know who can I speak to about a coversation I had with one of the Reps from Geek Squad. This is a long story but I hope that someone from Best Buy will read and reply to my questions. First doesnt a company stand behind their words anymore? And when has it become ok to call a customer a liar and get away with it? I am a customer service rep myself and have worked in that field for over 10 years and am amazed at how the Supervisors and Managers have covered up what their front line reps have told me. I just dont know where to start , I have a 50 inch TV that I purchased in March. After having the TV for a month and a half, my 5 yr old daughter and my 2 yr old daughter were playing and threw a toy block and hit the TV. Now I know at this point you will say...well it doesnt cover accidents... well I was never told that when I purchased the warranty...that's the first problem I find with this! Then after calling the store and specifically telling them the rep tells me to go ahead and call and see if it will still be covered. Well I did and they went ahead and scheduled someone out. He came and saw the tv and went ahead and ordered chips for the TV thinking this would have solved the issue with the Tv. After ordering the chips he told us he would be back a week later to the date, (second issue) well on that day my husband took a day of vacation to be home. The day before I got a confirmation automated call letting me know that my appointment was that following day. Well my husband waited and waited and nothing.................... so my very upset husband calls me at work and I have to take time from my job to find out why he never showed up. You would think since i got a confirmatin call they would have some record...right??? Well I call and nope, they guy on the phone tells " there is not an appointment scheduled" i told him that i had a voice mail from their company confirming the appointment. and he tells me " no that cant be" well i told him again... I have it and still do to confirm that I did have an appointment! He told me "well all we can do is go ahead and schedule an appointment for next tuesday" I told him ok but that my husband would not be happy since he already took a day off with pay to be @ home!!! but while on the phone with him someone from Geeksquad called and this person left a voice message apologizing that my "scheduled appointment for tomorrow would have to be canceled and moved to next Wednesday" this again is a voice message I still have, but my question is how could she see a appointment for Wednesday when the guy I had on the phone couldnt see anything (third issue) so after I get off the phone with the guy im speaking to and who makes the appointment for next tuedsay , I hear my voice message that I have a rescheduled appointment for next Wednesday....WHAT!!!! IM VERY CONFUSED!!!!!!! So I had to take time to call back and find out what the heck is going on.... well when I call back we go ahead and confirm the appointment from the Wednesday appointment... what a mess and how confusing!!!! And AGAIN MY HUSBAND HAD TO TAKE A DAY OF VACATION......NOT HAPPY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! ok so the same guy comes back and replaces the chips, but the tv doesnt work so at this point he tells my husband that he did not have his laptop on him so he was unsure if the back panel was covered since he was thinking this would need to be replaced. so he tells my husband he will check on it later but he encouraged us to call into Geeksquad ourselves and check it too. Well when my husband repeated this to me I became very confused...why would he tell us this if we have the warranty but ok we will check or wait for him to call us back, ok this is wednesday, we waited on thursday, friday, sat, sun, ok its now monday memorial day... we are home on our day off so since he never called us back (fourth issue) I decided to call in. Now by this point Im keeping names!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! I called and spoke to Brandy and I told her that the tech was out last wednesday and he was going to check the warranty to see if the back panel is under warranty. I told her he never called us back like he told us he would. She apologized and said ok let me look she then tells me " ok i see here where he noted that he was not sure if it under warranty, but yes I see here where he noted that he checked and yes its under warranty" I responded and said oh thank you so much we were so worried, she giggled and said you are so welcomed. then i told her that we never made an appointment for them to come and replace it, She said oh dont worry I will do it right now... so at this point I told her it will have to be on a saturday because of my husband missing work, she said ok the wait will be longer but we can do it. I said its ok so she scheduled the visit on a Saturday. At this point we thought everything is going good and our tv will be fixed. . Well on Friday the day before the appointment I called Geek Squad and checked to make sure everything was set. When I called they told me yes everything is set for the Saturday repair and they tell me to call in on Saturday if we didn't hear from the tech by 9:30 am so that they can call him and see where he's at. I said ok. Well here we go I get a call right before 8:00, itsw the repair guy, the first thing he tells me is "Can you tell me why I am going to your home today" I wanted to respond and say what? do I have to educate you on why your coming to our house" but I keep my cool and told him to repair my tv, he starts questioining what happend to my tv and I tell him, then he tells me nope its not under warranty....I said what your people checked it for me and confirmed it with me over the phone... and he told me" You cant trust them" WHAT!!! HOW CAN SOMEONE SAY THAT ABOUT THEIR OWN COMPANY!!! he said you have to go by our words not theirs! I AM SHOCKED, I CAN'T BELEIVE HE SAID THAT ABOUT HIS OWN COMPANY. by this time im losing all respect and conficence in this company. he told me to hold on and to let him call his manager and he would double check everything and that he would call me back....welll I couldnt wait , as soon as we hung up I called Geek Squad and spoke to Amanda, I told her everything I have said here. I told her how I called and spoke to Brandy on Memorial day and confirmed the notes from the tech and how the tech noted that it was infact under warranty. Amanda said ok let me look at the notes...she comes back and says yes I do see where you called and you were told it was under warranty by Brandy. Amanda does tell me that there isa note in the system that my tv was Abused!! WHAT!!!! I TOLD HER I HAVE A 5 YR OLD AND A 2 YR OLD THAT HAS DOWN SYNDROME, HOW DARE THEY NOTE THAT. I TOOK THE WORD ABUSE A LITTLE TO HARSH!!! She agrees with me and apologizes and said they should have never used that term to describe my TV. I told amanda if you cant do anything get me to a supervisor, she transfers the call to terry well here we go I repeat my whole story, he tells me sorry its not under warranty call samsung... WHAT MY COMPLAINT IS WITH YOU YOU TOLD ME ITS UNDER WARRANTY AND NOW YOUR SAYING NO................ he told me " we never told you that" I told him yes you did and Amanda confirmed it!!! he said let me look at the notes..... he said nope there is nothing there.....i told him OH OK SO YOUR CALLING YOUR EMPLOYEE AMANDA A LIAR OR ARE YOU CALLING ME YOUR CUSTOMER A LIAR???????????????????? he didnt know what to say............................... i then told him about the term Abused being used to describe my TV.... he said that is the only term they are allowed to use, WHAT.......... THAT'S NOT WHAT AMANDA SAID, SHE APOLOGIZED FOR THE WORDS USED. SO I TOLD HIM AGAIN ARE YOU CALLING YOUR OWN EMPLOYEE A LIAR????? OR ARE YOU LYING TO ME? He didnt know what to say, other than"call samsung and see what they say..... i told him if i do all I would talk about is how you all are covering up one anothers words and not honoring what you have said. I told him then to get me to a manager. i was tranferred to a Trish who upfront I could tell she was not going to listed and would not do anything for me and for the fact that I was told over the phone that the tech that came out and saw the tv did confirm that the tv was covered and the part would be replaced. Trish told me no, no, no, no I said ok get me someone who will hear what i have to say she said there was no one higher up than her there, which is hard to believe since her personality on the phone did not represent someone with integrity or honor to make things right with the customer. All that came out of her mouth was no and the vibe on how to get rid of me!!!!!!!!!!!!!!!!!!!!!!!!! so I told her I was not getting off the phone and that I wanted someone higher up she said ok and puts me on hold and transfers me to "corporate" which made me even more upset cause guess what................they were closed.... she accomplised her task......she got rid of me.
I am wanting someone to read this and to understand the frustration I feel of being told one thing then being told something totally different! I feel the front line reps Brandy and Amanda were the only ones that were truthful with me everyone else seems to have covered up what was truly said to me. I feel that Best buy higher up employees are only looking out for the interest in the company and really dont care about their customers. I have been lied to and mislead . I will never ever buy anything from Best Buy.
Will someone respond??? lets see!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
@Dorothy_BestBuy
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