I have a Samsung DLP TV with a extended warranty with BEst buy. The tv switches of by itself so called them on tuesday the rep on the other side tried a few diagnostic and told me that the technician from a philips electronics on friday between 8 and 5. I asked him if I had to stay the whole day waiting for them and he told me that they would call me the day before to confirm what time they would be coming. Didn't get any call from either Best buy or Philips Electronics about the appointment, so called them on friday morning to ask what time the technician would be coming. The lady at Philips Electronics sounded preoccupied, asking if we lived in NJ. When I said yes she said they don't service NJ. When I told her that Best buy had told me they would be coming to service my tv she said "you have to take it up with best buy since they don't service NJ". Called best buy and spoke to another rep in geek squad and told her the whole story,she said my appointment was for the following tuesday with Easyway electronics. Obviously I was upset with the casualness of the best buy geek squad and all she said was this was the best they could do. Probably to pacify me she put me on hold and contacted Easyway to find out if they could come earlier, she returned to tell me that tuesday was the best they could do. i asked to speak to the supervisor, she tried to dissuade me from speaking to the him asking if she could help in anyway. I told her that she did all she could and would like to speak to the supervisor. She put me through to Dan the supervisor. He probably knew what was going on and said that they had reassigned my case to Easyway electronics and best buy and easyway both had called me yesterday to confirm the change. I guess he lives somewhere in the 60s when there as no caller id. Bestbuy has both my home number and cell number on file and both the phones didn't have any call from either bestbuy or easyway. He insisted that as per their records both the companies had called me and implied that Best buy had done their job and tuesday was the best they could do. Dan sounded absolutely unapologetic and bordered on arrogance, it was like the consumer was at his mercy and we have to accept whatever they dish out to us. I told him I bought my TV from Best buy cause they were the best. if I wanted crappy service I could have gone to"ABC Electronics" and got a tv and warranty from them, I didn't have to go to Best buy for that. He started telling me that due to the long weekend, the service companies didn't have enough technicians to service the problems and I said that was precisely my point, Bestbuy messed up and because of that we won't be able to watch tv for the long weekend too. He didn't seem to care much about what I had to say and probably meant, take what I'm giving you, you have no choice.
Less than 5 mins after I hung up with Best buy, I get a call from Easyway electronics calling to confirm my appointment for tuesday. The lady seemed nice and i just asked her if easyway had called me or tried to call me yesterday (because Dan from Best buy had insisted that they called me yesterday) to confirm the appointment. She said no and this was the first time she was calling and that Best buy had given them my file just 10 minutes back (which is probably when I was on hold with the geek squad rep). The lady from easyway told me that best buy had asked them how soon she could call me to confirm the appointment and apparently she told them that as soon as they get the file she would call me. When i told her that best buy had insisted that easyway had called me yesterday, she confirmed that his was the first time she was calling me.
I plan to call the consumer affairs division of bestbuy and complain to them about it. I know it is probably gonna fall on deaf ears and nothing will ever result from this. But atleast people who are looking to buy from Best buy will read this forum and be aware of the issues at Bestbuy.
Private Message
@BBYCameraGuy