Manufacturer Warranties and Protection Plans

[jms540]

I want to start by stating that Best Buy offers the worst customer service of any large national chain retail store...and they don't seem to care about it. The lamp in our 50" Samsung DLP TV blew out on Sept 23, 2009. I immediately called Geek Squad to schedule a work order for it to be fixed (we purchased the $400 PSP for the tv) and was told I would have to wait until Sept 28th, some time between 12-4 PM. I was ok with waiting 5 days AND having to take off the whole afternoon from work so the tv could be fixed. At 10:45 AM on Sept 28th, my wife was called by Teshera, who worked for Geek Squad in Houston, and was told on a voicemail that our tv would not be serviced that day. Instead someone would be coming to fix the tv on October 1 between 12-4 PM. I immediately called Teshera back and left a kind voicemail asking for an explanation for the change of schedule and last-minute notice. I also asked her to please call me back that day (sept 28th). At 4:50 PM on Sept 28th, Teshera had still not called me back (after 5 hours), so I called her again. Once again, Teshera did not answer her phone. I am absolutely livid that, once again & without fail, BB unsatisfactory customer service rears its ugly head. I was mad first because I had to wait, initially, 5 days to get my tv fixed, but I got over it. Five days later, I was angry because BB's Geek Squad had the audacity to call me 75 minutes before they were supposed to show up and cancel the service. I took the whole afternoon off from work, which costs me & my family MONEY, to wait for Geek Squad to show up. I was then angered when Teshera did not have the courtesy to call me back 5 hours after I initially called her. Now, I'm furious because I have to take another day off work to wait for Geek Squad to possibly show up, which again costs me MONEY.  Not once in the week of this ordeal has one person in customer service said they were sorry or returned my phone calls.  Simply stated, they don't care.  I'm tired of BB's poor customer service & I'm angered that they don't care if they piss off loyal customers.  If BB doesn't straighten up they will end up in Ch 11 with CC, another failed electonic outlet.  It all starts with customer service & BB, you are the worst.

[jms540]

It's been 48 hours & still the glorious Teshera, who works for Geek Squad, has not called me back.  I've even called 2 more times today and left very nice voicemails.  Why is no one returning my call & why is ok to ignore paying customers?  This makes no sense.  We've spent over $15,000 at Best Buy over the past 5 years on appliances & electronics and they still treat us like crap.  Please, someone explain this to me.  I'm very frustrated by BB apathy toward loyal customers.  What is there to make us continue shopping with BB? 

[manlytigger]

I'm in the same boat, I guess since CC fell they think we have no other choice. They are wrong. I'm about to go to local TV news advocates. In this economic climate they should be worried about bad press. We'll see! Good Luck to you.

[Dorothy-BBY Community Supervisor]

Hello jms540 -

Allan, from our Community Connector team, should be reaching out to your regarding your concern.  Thank you for your continued patience!

[Allan-BBY Community Connector]

Hi jms540,

I completely agree that you deserve an explanation as to why your appointment for 9/28/2009 was cancelled and re-scheduled for 10/1/2009, and you were only given 75 minutes of notice that this was being done. I also agree that you should expect a call back from Teshera when you have left her multiple messages.

I am truly sorry that this has been handled this poorly, and I would like the opportunity to try and change your perspective of our customer service to a positive perspective. I am sending you a private message to gather some personal information. 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,