I am somewhat relieved, after reading your post, as well as the 10's of thousands (???) of other complaints about customer service, that I'm not the only one who has spent countless hours on the phone, as well as waiting for the Geek Squad to fix my TV. I purchased (possibly the same) 37" TV 3 months ago from Best Buy. After a month of working, all of a sudden, the picture went out. I called, confirmed the earliest appointment (of a week and half from the day I was calling.... which is ridiculous in my opinion) and asked if I wanted 8-noon or noon-4. I said 8-noon because my boyfriend was going to take off work since I couldn't and he had other stuff he wanted to do instead of wait around at my house all day. The day comes, They call to confirm your time, and we are told they will be at my place between 2-4 pm. 2-4?? What happened to 8-noon, we asked? "That is what time you are on my schedule today for". Of course, he ended up showing up at 4:30, which means my boyfriend did not have to take off work at all- I was home by the time the repair guy showed up!! He replaced something in the tv, said it should be fine, and was off.
Unfortunately, this is not the end of the story. 3 days after that, same thing happened. Great, I thought, this again. I called, made another appt (still took a week and half to get to me!) and asked for 8-12 again since I would be taking off work this time. I told the representative what kind of issues I had last time, and she went back and told me that 4 days prior to my appointment, the Technician supervisor, Larry, had gone into the system and changed my appointment slot from 8-12 to 12-4. I asked if it was changed, why was I not notified?? Obviously a HUGE disconnect in the communication system. She told me that this time, to call a few days a head of time to make sure it wasn't unknownly changed again. I voiced my opinion that I was absolutely going to, but I shouldn't need to. If there is a change the customer should be notified and she agreed. I guess she sensed my disappointment with Best Buy customer service and the Geek Squad, because I got a survey a few days later in my email to ask how the phone call went. The girl was nice, but apart from that, I voiced this exact issue I have described above in the final comments box. (This was Monday and my appt was that Friday). Apparently someone read it and called me on that Wednesday (2 days before my appointment) and left a message, saying that they would like to speak with me about the survey comments and sorry I had that experience and assured me that my appointment time was indeed still 8-12 and the discontinuity I had experienced would not happen again.
You know, Best Buy, I appreciate that you "follow up" on survey comments and make sure the customer's opinion is heard, but if you're not actually going to DO anything about our comments/opinions/disatisfaction, then why even pretend that you care? I say this becuase IT HAPPENED AGAIN.
I get a call on my appointment day and the technician says he would be at my house between 12-2. I told him I didn't understand why this was happening again, and asked him who makes his schedule. He said it came from corporate (which it doesn't- it comes from my favorite communication guy, Larry!) and didnt know why it was changed. So I said, ok, well I'll call corporate then.
So I call them as I'm waiting for him to get there, and express my incredible dissatisfaction, bordering on anger, for this situation that is happening AGAIN. The representative on the phone tells me that she shows it is still between 8-12. I said, no, it's not, and I don't know how there can be 2 completely seperate times. She basically tries to tell me that I'm not telling the truth, so I tell her to call the service technician that is coming to my house, I have his number, she can ask him myself. So then she says that she can call him, of course, can't get a hold of him (his phone was off from the time he called me until he was in front of my house?? Shouldn't he have his phone on to get his work calls? Not a big issue, just an observation), and then is silent for a good 30 seconds. So I say , "ok, well where do we go from here? There is obviously a disconnect somewhere and I think it is completely unacceptable if you ever want to pride yourself as a customer service company" So she connects me to her "supervisor", Becky, who basically explains to me that Larry, the technician supervisor, makes the schedule every morning for the day for each technician that "Part Installs" are put in the morning because they take more time than other service requests. I asked why even ask me if I wanted between 8-12 or 12-4 then? She then proceeded to tell me that every technician's schedule is packed every day, all day (which, who isn't these days?) and that if part installs in the morning take longer, they have to push other appointments to the afternoon (which is what happened to mine) and sometimes, they have to completely reschedule for another day if they don't get to a later appointment- so that I should feel privilaged that they were able to fit me in that day. How is that supposed to assuage me? I took an entire day off work, and she is trying to tell me that their time is more important than my time? That if they weren't able to get to someone because of a "packed" schedule, they would have to reschedule and ask that person to take ANOTHER day off of work? Completely unacceptable.
Morals of the story:
-If you have to have something worked on under warranty, shedule it IN THE MORNING, or you may have to take another day off work.
-Expect your appointment time to be changed, even the day of, even if you are told it won't be.
-Don't buy anything at Best Buy again, which my boyfriend and I will be doing. Ironically, I called my mom and told her this whole story on Friday, and she told me she was so glad that I did because my dad's computer just went and he was about to go to Best Buy that weekend to buy a whole new computer (monitor, accessories, software, everything). She told me they were going to find somewhere else to spend over $1000 on all their computer (and appliances in general, from now on).
@BBYCameraGuy
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