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New Member
Posts: 3
Registered: ‎09-11-2017

Worst Customer Service I've Ever Experienced!

So maybe I am being ridiculous, but there is no reason why I should call your customer service line, ask to be transferred or escalated to a manager who can help me to then not be listened to, cut off by two agents, and then told I would be transferred to a supervisor to then be placed on a 45 minute hold and then an hour and 7 minute hold when I called back and asked again. Best Buy do you think my time is a joke? This customer service experience I had today is the worst I've ever experienced in my whole life and I NEVER ask to speak to a supervisor ever. I purchased a soundbar online last Monday that was not compatible with my tv and I take responsibility for that. So when I go to return at the Rio Salado location in Tempe, I lugged the huge box from home into the store, and asked to return it to exchange it to one that would be compatible in my price range. I was told by two representatives in the store, that there werent any soundbars in my price range with an HDMI port. I had come prepared, so I wrote down the type of tv I had and all of the info like the model number so I could have a "professional" from Best Buy look up the specs to find me an adequate sound bar that would be compatible since I didn't trust myself after I ordered one that wasn't. So the reps from Best Buy looked up the specs and said the sound bar I bought was in fact compatible and I looked at them and said I checked the whole tv- front, bottom, side, behind, and didn't find anywhere that the optical in/out cord would fit. They proceeded to take me to the Samsung tvs and show me that some have a pop up so "I may have missed it when looking". So you know what, I trusted them, lugged the sound bar back home to again see that there is no where to plug the cord in. Now what do I have to do? I have to GO back to Best Buy to return it again. I work 48 hours a week, I don't have time to keep doing this, and I am more irritated than ever before because of what I described at the top when I called the Customer Service line and was disrespected. I really just want someone to acknowledge they have heard me and will try to help me. 

Posts: 3,783
Topics: 65
Kudos: 244
Solutions: 173
Registered: ‎11-30-2015

Re: Worst Customer Service I've Ever Experienced!

Hello chickner,

 

Welcome to the Best Buy Support Online Forum Community! Thank you for taking the time out of your day to share your experience with us. I’m sorry you may have purchased a soundbar that’s not compatible with your TV. It’s discouraging to learn that your local Best Buy may not have provided you accurate advice, and our agents over the phone at 1-888-BESTBUY were unable to address your concerns in a timely manner.  

 

As our resident Home Theater expert I’d be happy to see how I can assist you further. Can you please provide me the model number of your TV? Using the details you provided upon registering with our forum community I was able to locate your soundbar purchase. Once I have those details I’d be happy to see how I can make a better recommendation for you.  

 

Moving forward you’d still have the option to return or exchange your soundbar. I understand that with your busy schedule returning to your local Best Buy to do so can be difficult. There’s also an option to return it by using a pre-paid shipping label. You’re welcome to review our Return & Exchange Promise here in more detail.

 

On your behalf, I’ve documented your concerns at our corporate office for further internal review. I look forward to your reply to see how I can assist you further.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎09-11-2017

Re: Worst Customer Service I've Ever Experienced!

Hi Mariah, 

 

Thank you for responding. I know it may not seem like a big issue, but it was to me. I got my tv from walmart in 2014 for pretty cheap so I know it is an old model and may not have everything I need and I may have to do a soundbar with an hdmi port which is what I figured is my best option. I know it is more expensive, I am just looking for the cheapest soundbar with an hdmi port that will make the sound when I am watching tv louder so the backround noise doesnt drown out the voices because I am constantly turning my tv up and down because of it. Voices are never loud enough and action sequences are too loud. You can suggest anything you see as the cheapest no matter what price it is, I know it will be significantly more than what I paid inititally. Anyway, the model number is UN32EH4003F. If the price is exponentially more and Best Buy would like to keep my business, is there any way to get it slightly discounted? I know that could be asking a lot and I usually never ask, but I was just curious. I look forward to your response. 

Posts: 3,783
Topics: 65
Kudos: 244
Solutions: 173
Registered: ‎11-30-2015

Re: Worst Customer Service I've Ever Experienced!

Morning chickner,

 

Thank you so much for your response, and for providing me the model number of your TV. I’d be happy to provide you some recommendations.

 

Sound that comes out of any TV isn’t very good, and I completely understand your wants. Your TV has 20-30 watts of sound, and with a sound bar you can get 3x that much. While reviewing Samsung’s H4003 series which was manufactured in 2012 it appears your TV has the following connections available:

 

HDMI 2

USB 1

Component 1

Composite in 1

Cable Input 1

 

Since the TV you purchased doesn’t have a HDMI ARC port connecting via HDMI isn’t an option. HDMI ARC is a HDMI port that can send and receive information. The LG Soundbar you purchased only can connect with a 3.5 mm aux cord, and Optical Audio in. This means you were correct to assume the one you purchased didn’t work with your TV. If you’d like to keep your current soundbar you could purchase this adapter to make it work with your current connections. Please note adding an adapter may degrade your overall sound quality.

 

I recommend the following:

 

Vizio 2.0 Channel Soundbar with Bluetooth

It has 91 dB of sound which is twice as loud as a dishwasher. This one would connect via the red, and white of the composite cables into the back of your TV.

 

Insignia 2.1 Channel Soundbar with Wireless Sub

This one has 60 watts total handling power (2x what your TV can do). I believe the addition of the subwoofer may solve your issues of the background noises getting jumbled when it’s an action scene. This would connect via the composite cables on your TV.

 

The more expensive soundbars usually connected via optical audio, and HDMI ARC.Please let me know if you have any further questions about my recommendations.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎09-11-2017

Re: Worst Customer Service I've Ever Experienced!

So thank you for all your help first of all, I now have another problem that I would need a suggestion for. I have an XBOX, which is what I use to watch tv on and it connects through the red, white, and yellow ports on my tv. I don't have cable, my roomate and I only use the apps on the xbox like Hulu, Netflix, Crunchy roll etc. So, if the composite cords are already being used, what would be my next option. If you want, since my problems keep getting more and more ridiculous, you could start throwing tv models at me that would have everything I need to set everything up later. I need room for my xbox cords, and ports to connect a soundbar through for later if I run into sound problems on the new tv. If you can think of an adapter or box I could get to have it all with the current TV that I have that would be great. But honestly it seems like my out of date tv is the problem right now. Thank you again for all your help, sorry for all the questions, and I look forward to hearing from you soon. 

Posts: 3,783
Topics: 65
Kudos: 244
Solutions: 173
Registered: ‎11-30-2015

Re: Worst Customer Service I've Ever Experienced!

Hello Chickner,

 

Thank you for following up with me! Streaming is my primary mode of catching my favorite shows too. Your TV should have a set of composite and component connections. You should be able to connect your Xbox via component, and the sound bar via the composite red & white.

 

If you’re looking to upgrade your TV, and stay within the same size range I recommend the following:

Samsung 32”

Vizio 32”

 

If you’d like to explore a larger TV I recommend these ones:

Insignia 39”

Samsung 40”

Vizio 39”

 

Please let me know if you have any questions!

 

Kindly,

Mariah|Social Media Specialist | Best Buy® Corporate
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