01-12-2010 12:48 AM
It seems to take along time to get Best Buy to repair a tv!!!
I placed my first call back at the end of november. Complaint was green bloches and a green line in the middle of the screen. First date available is a week later.
Before they get here the tv does snap crackle pop, smoke comes out the back and then no picture. Called BB and they say no problem, the tech has to see it anyway.
Tech looks at it and say he needs to order some parts. Writes down the serial number, model number and says will call after he knows parts have been delivered. One box with one part and second box will have three parts.
Week later a different tech calls to say he is coming and I tell him only one box is here. He says it shows both boxes have been delivered. Shows up and of course doesn't have needed parts. Says he will reorder. Writes down serial number and model number again.
Another week later the tech arrives and opens the boxes. Wrong parts!! Writes down the serial number and model number again to reorder parts.
Another week later.....again......arrives and opens the boxes. Surprise....wrong parts.....again. Tech tries to solder part onto old board to get tv working. After about 2 hours says he can't fix the tv, will have to order parts. Writes down the serial number and model number....again. Say he will call me to confirm he ordered parts. Never received phone call.
I call the following week to check up on parts order only to find out no parts have been ordered. No reason why or when they will order parts. Geeks says they are having problem ordering parts. I ask how long they have had the problem. Two days he tells me. I tell him that parts were suppose to be ordered before then. He then tells me it has been longer than two days. I'm starting to get the feeling I'm running in circles.
Tech says he will order 6 parts and install them all in a effort to keep from coming back out again if there are still problems.
They tell me they will contact and the tech and make sure someone calls me when the parts are ordered. No phone call...again.
Call back next week to find out when they are ordering parts. I was told they were ordered and delivered to my house already. Strange, I don't have any parts here. Geek says maybe the tech has them. I ask if we could actually confirm that or if he was just guessing. He says to call back tomorrow. Parts show up a couple days later.
Tech comes out to install the parts. Install two out of six parts and tells me it's fixed.
Well......I can at least see the picture again.
Remind tech that the original problem was never looked at because the tv blew before a tech arrived. He assures me this will fix that problem too. Told the tech it needs to run about a half hour before the green lines and blobs show up. I'm told to call back if there are any more problems.
I'm handed something like a ticket that says they have already spent over $1500.00 to try and fix this tv. It originally cost me $3000.00.
What a surprise, half hour later the green blob is showing back up.
I call BB and ask them to get the tech back. I am told he is now to far away. Have to schedule another day. I ask them to make sure the tech does not return the new parts he did not install. Was told they can always reorder them!!
So far it has been about six weeks of a dead tv. Then 30 mins of watching the tv to see the same problem I originally called about show up.
Now I will sit home again and wait. Let them try and fix the problem. This is getting crazy!!!!
How many times am I suppose to sit around and wait for people to come to try and fix this??
My time is actually worth something too. Even if no one else thinks so.
Solved! Go to Solution.
01-12-2010 12:40 PM
01-12-2010 02:11 PM
Six weeks without a working tv would be too long for anyone to wait, and I’m sure all the confusion as to where the parts needed to repair your TV didn’t instill a sense of faith in our service of your TV. I’m sure it was very upsetting to find out that you still have a broken TV after this technician left, and the fact that the tech couldn’t come back to install the remaining parts.
I did look into your repair, and after looking into this I show that your TV qualifies for replacement. I have submitted your TV for replacement, and it has now been approved to be replaced with a comparable TV by your Performance Service Plan (PSP). I am sending you a private message to pass along some personal information you would need in order to get your replacement TV. 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,
01-12-2010 02:17 PM
I feel sorry for all the people with similar problems who didn't get attention on popular websites. Brad, you're lucky that BB Corporate got wind of this and they'll take care of you. And I consider myself lucky to have seen this story already - I was planning on getting a new tv this month after CES settles, and seeing a horror story like this tells me to stay away from Best Buy.
It's disturbing that your case had to get this much attention before they took real steps toward a resolution. But the many message boards covering this should give you some good reading materials while you can't watch tv.
01-12-2010 02:28 PM
I am AMAZED at how patient you are! This type of customer service is absolutely appalling. After reading this, there is no way I would ever buy an expensive piece of equipment from Best Buy.
I am glad to see that some Best Buy people finally decided to help you after you posted this publicly - but that almost makes this more frustrating. If they cared about you the customer, they would have helped you in the first instance. To only help after some public shaming is outrageous.
If you paid for service that you haven't gotten, you might consider consulting an attorney.
01-12-2010 03:37 PM
Symbiontsoul's post has been moved to its own thread for proper attention and response by our moderation team.
01-12-2010 04:38 PM
poytboy's post has been moved to its own thread for proper attention and response by our moderation team
01-12-2010 10:24 PM
I think Best Buy should give you any TV you want! You have been very generous with your time to keep staying home all those times to wait for someone to show up. It's a shame companies don't think about how much time a customer must also invest into trying to get something repaired.
I'm surprised Best Buy even let this one be posted. It's been read so many times already. So I guess kudos to Best Buy for at least leaving the post here.