So heartening to know I'm not alone. Here is my story. Start: Dishwasher pump broken. About 3 weeks later Husband makes final repair while service man watches. Calls still not returned.
Here's the longer version:
Day 1. Call for service. On hold for more than 30 minutes. (I know - that's NOTHING in Geek Squad time.) No appointment available for 6 days,
Day 6. Service Rep comes . Needs a new pump - had to order = will be shipped overnight (ha ha ha). Will install in 3 days.
Day 9: Pump didn't arrive. Another Appointment made.
Day 12: Call to confirm appointment. Told its not "in the computer" Have to reschedule.
Day 15 - Geek arrives with pump. Works 2 hours and said pump "wouldn't fit." I ask for pump #.
Geek goes to his truck, I call the local store. Geek returns and says he "discovered" it is the right pump after all. He calls another Geek who can knows how to work on Bosch. Total time so far -- 4 hours. We wait for other Geek who gets Pump installed but insists a test cycle isn't necessaary..
Day 17 - Discover the DW is still full of water. Call Geek Squad. Tell them to send someone who knows how to fix Bosch NOT the original guy. No appointment available for 4 days
Day 21
Original guy comes - the one who can't fix Bosch.
He works for two hours, doesn['t know what is wrong. (2 hours)
My husband, a retired professional who is also a handyman, tells him how to install properly (problem is that hose not looped above machine).
Geek doesn't have hose or other small parts. Husband gets him some. Geek still can't do it. Husband tells him get out of the way and fixes it which includes pushing the DW back in properly.
Geek tells us the DW we have is discontinued - no one can do repairs. Ever. Geek Squad employs nobody that can repair Bosh/Siemens appliances (so much for extended warranty, eh?)
Day 21 (continued). Continue calling local store, corporate, customer service, any number available. Asking for replacement or refund of warranty since no on can provide service.
Tell whole story to several people who are nice. This results in being on hold
30 minutes, cut off, on hold, transferred, "looking for manager" Call another number,
No one will return calls.
Day 22: husband on couch lying with an ice pack for his back.
Day 23: Discover kick plate not replaced. Wires have been exposed for 24 hours.
Puppy, dogs and grandchildren around. Husband fixes.
Day 21: Realize if we ever got a call back and Best Buy provided a different brand Best we might have to deal with them in the future! Decide it would be better to wash dishes in a pail for five years than to through this kind of stress againl.
Day 22: Tell all family and friends our horror story ( 10 hours on hold, 3 days waiting for Geek, Geek in our house for hours. Husband provides parts and labor, assistance (5 hours) needed to get machine working and safe.
Day 23: Start researching to find CEO name to send a letter. Continuing swapping BB horror stories with more people.
Read more on BB and Geek Squad commitment to customer service. Get big laugh.
Day 24: get letter in the mail asking us to complete online customer service survey. Two pages of 4 page letter weren't sent. So - can't do the survey since access codes not available
Day 25: Read paper and Notice Best Buy's major national big box appliance/electronics store competitor is going broke.
Give Husband Best Buy flier from the paper and ask him if he wants to go shopping.
He didn't think that was funny.
End of saga.
Does anyone have a name or address for a highly placed complaint letter. Do you think the executives know what is going on?
Finally on a scale of customer service frustration where do you put Best Buy / Geek Squad? I say it beats cable tv, airlines, phone company, any repair service by anyone, , social security, health insurance claim center, DMV, emergency rooms.
Come to think of it Bb/GS is now my Bad Service Benchmark so I can better cope with will be better able to cope with lesser customer service frustrations.
