On September 18, 2008 I purchased a 36' Samsung LCD television at store #334 in Skokie, IL. I decided after moving from Pennsylvania to Illinois for college, to splurge and buy myself a nice new TV. The television was out of stock and was delivered on September 23, 2208. I spent $999.99 and opened a Besy Buy credit card. I did not purchase the extended warranty as I was already buying a TV I had to charge on a credit card. On January 13, 2009, only FOUR months after purchasing the television it stopped working. On January 15 I called and reported the issue. I was told that a repair man would be sent out on the following Thursday, an entire week later. I was asked if I would prefer 8-12 or 12-5 (something like that) for my repair. I requested 8-12 yet when the repair man called he said he would arrive between 1:30-3:30 which was definitely not in my 8-12 request. I let this go and waited. At 3:30 I got a phone call from the repair man who told me that he couldn't find parking. Okay, yes I do live in Chicago and on a small street but how big is this man's truck that he couldn't just stick his blinkers on?? I told him he could do that and he said he would take up the entire street. I have seen moving trucks stopped on my very street with their blinkers on and cars were still able to make it by, and that if he really was uncomfortable with the street that there is an alley behind my building he could try. He basically blew me off and said well its just the power supply that is the problem so I will order that part. I told him that the TV would power on but if anything was plugged into it it would "freak" out making a horrible noise and show a very pixelated picture. Apparently when I reported this problem the Geek Squad did not take very accurate notes. He then told me it sounds like the main board and that he would order both parts and that I should give him the numbers off the side of the television. I was still in shock that this repair man whom I thought would have parts was going to need to order them and hadn't even looked at the TV. I gave him the numbers and he told me that they would take 3-5 business days and I would receive a phone call the schedule installation when they arrived. This was January 22. On approx January 29 I received the phone call to schedule the installation and was shocked that I was told the first available appointment for that was February 10. Almost a month after I made my initial call. I told them this was unacceptable and I was informed that they would E-mail the appropriate person and I would receive a phone call about a possibly earlier appointment. To my surprise this phone call came the very next day and they rescheduled for that Saturday. I informed the woman I spoke with that I had to work that evening and would need to leave around 3. She told me that the repair men usually work 7:30-3:30 so it should work out. Well when I received my phone call that morning I was told that the estimated time was between 3 and 5. I said with a laugh that that was not going to work for me. The repair man didn't respond. I said I suppose I need to reschedule and hung up. When I called back to reschedule, hoping my February 10 appt was still schedule I was informed that now, the earliest time was on February 17 but that they again would attempt to find an earlier appointment because I was a priority over new calls.
So here I am on February 10 with an appointment for February 17, four and a half weeks after my initial call and am very unsatisfied with the customer service I have received. I purchased from Best Buy because my mother has purchased most of her electronics from there and because she had no real issues I felt assured that I would probably be fine in my one purchase. I am not fine, nor is my television. It has sat in my apartment for over 20% of the time I have owned it, not working. I am a college student who works part-time who cannot afford to take a day off school or work to have my TV repaired. I moved to this city just 6 months ago and don't have anyone I can have sit and wait for the repair man in my place. The fake sympathy offered by the Geek Squad does not ease my frustrations. Yes you would be frustrated if this was happening to you but how about some conviction in that claim. At least make me think you aren't reading it off the screen in front of you. Do not get me wrong, these people have been courteous and friendly. I have not had to wait on hold but we are making little progress. After checking the community boards online I see this is an issue for a lot of BB customers. If your customers are having this much trouble with your repair problems, perhaps you should have some extra people working on the actual service process and not just trying to appease us with your kind words of sympathy.
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