04-04-2012 01:41 AM
Last year, my husband and I purchased another huge flat screen from best buy--problem is, it's been sparatically flashing black. I've had geek squad come and service the TV at least 5 times, and it still hasn't been fixed. My even bigger problem is that when we bought the TV, we wanted the black tie protection plan and that's what we thought we were getting, but it's not what we paid for. I feel like we've been had! The employee who rang us up obviously did not ring us up for the right plan, because he signed us up and charged us $300 for the buy back program, which he said he was throwing in for free! I mean, why would we buy a buy back program when we now have two huge flat screens? Also, he did not add in our rewards membership info and I had to call myself to get the points added on, so I know he was quite incapable of performing his job correctly.
So, all this time we've been getting our TV serviced by geek squad, the TV has been under the manufacturer's warranty, and we thought it was covered under our black tie protection. Now our manufacturer's warranty has expired, and we're stuck with this lemon TV. So we called geek squad and they told us to contact the best buy store we had bought the TV from and have them reinstate our plan to black tie and to "not take 'no' for an answer." So, that's what we did--and what happened? The assistant store manager said she couldn't do that because our manufacturer's warranty had already expired and that she couldn't tack on the protection because of that. She offered no other assistance except to "give us a great deal on a new TV." She told us the only thing we could do is contact the manufacturer directly to get it replaced! I couldn't believe this! I blame this all on the associate who helped us.
We have been loyal customers for many years and this isn't the first time we've been treated this way. A few years ago, my wallet was also stolen and my credit card was used at a bestbuy and was charged $700 and the associate who rang up the theif didn't bother to ID the person! She walked out the door with two cameras, two memory cards, then went back in for a new phone case.--and I never received an apology or was offered any assistance. I need to find out who I need to talk to, write letters to, call, etc to get this taken care of because this is absolutely ridiculous. I can understand that some people are inept or make mistakes, but why should we have to pay for this when this is clearly not our fault. Can anybody help or does anybody have any advice?
04-04-2012 09:52 AM
The forums here are monitored by Corporate employees (Community Connectors). You're issue will be assigned to one and you'll hear back from them in a few business days after that. From my time here, the forums seem to be the best route toward an acceptable resolution.
I will say, in this case, it seems to be a case of your word against the employees, as you have no proof that you thought you were buying a protection plan. It's really a tough situation since you didn't figure it out until after the MFG warranty expired.
Regarding ID for CC purchases... If the Credit Card is signed on the back, they are not allowed to require ID. I'm pretty sure it's a law, and not a policy. I've read that you can write "See ID" on the back of the card instead of signing it, if you don't want that to happen.
"Why buy a buy back program when we have two huge flat screens"... In case you want to get a better one (for whatever reason.. upgrade to a 3dtv? switch technogology to/from lcd/plasma,etc.), you can get a decent amount out of the current TV. You may not have wanted it, I'm not debating that, but there are perfectly legitimate reasons why people would buy buy-back for a huge flat screen TV.
04-04-2012 10:16 AM
04-04-2012 11:07 AM
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04-04-2012 01:08 PM
04-04-2012 01:38 PM
04-04-2012 02:37 PM