07-29-2018 01:57 PM
A year and a half ago, I purchased a 65 inch Samsung SUHD TV from Best Buy. I paid about $1500 for it. About 2 weeks ago, my TV went out. Fortunately, I bought what I thought was called the "Protection Agreement" (as that is what they typically call it at the store when you purchase it and figured it would be repaired with no issues. Boy, was I wrong! I contacted the "Geek Squad" who said it would be about 2 weeks for them to come out to fix it. Well, I had no choice so I agreed to that. He ordered the parts he thought what fix the TV. Finally the tech came out and told me he could not fix the TV and that I would need to call a number to get a claim # to get the TV replaced but he said Best Buy would replace it. So I called Best Buy Geek Squad again and spoke with another rep about the replacement of my TV. He then explained to me that Samsung does not make the TV that I purchased any more so I could either pay an extra $300 for the next level up or I could downgrade to a TV that wasn't as good quality as the one I originally purchased. Not to mention, I would have to pay for another "Protection Agreement" once I purchased the TV. I explained that I didn't have $300 extra for a TV similar to the one I already purchased and didn't feel that was good or ethical business to make me pay another $300 for a TV that was equivalent to mine. I did nothing to damage the TV. It just stopped working. Its not my fault that Best Buy backs Samsung products by selling them and then offering to SELL you a protection agreement that they tell you at the store will cover any repairs or replacements if your TV stops working. As a consumer you trust that the product will work and that the store that sells them and that also says they will take care of you if you BUY some extra protection from them will do what they say. I asked to speak to a supervisor because of how unethical this policy was. Especially since I spend a lot of money there and am supposedly an ELITE Memeber which really means nothing. Of course a supervisor was not available at the time so I asked they call me that next day on Sunday because my job does not allow me to be on the phone and my breaks are too short for me to wait on hold to call them to discuss this. The next day a supervisor named Nikki proceeded to argue with me about how wrong I was about the situation. She explained that the protection agreement is really a service agreement that states that they will only cover up to the value of what you purchased. This would be nice if the sales people educated you at the store of this before you purchase it. But they don't. Otherwise that might prevent a sucker like me to buy the agreement. Finally after a lot of shouting on my end she stated she found an LG TV that was equal to my Samsung TV and asked me to go look at it and call her back. No direct # so that meant when I called her back I would have to wait on hold for another 15 minutes to get her and why she didn't tell me that from the get go instead of aruging with me initially, I don't know but she didn't even apologize for my frustration. Just said ok, bye and hung up. So I found a Samsung TV that was about the same price and equal value to what I bought. By the time I was able to call Best Buy back Icould not get my TV for another week. So, I waited a week and a half for my TV to arrive. When the contract delivery guys Rick and Josh (not even Best Buy drivers came to install my TV, they realized Best Buy had given me a lemon TV that didn't have all the parts in the box and said they would have to take it back and another TV would have to be delivered. I asked what time they would be back and he stated I would have to reschedule with Best Buy and that I wouldn't be able to reschedule until they are done with their route so earliest would be Monday. I was very upset. Especially because the contract driver stated he could have left me the TV and not said anything but he didn't want to do that. Wow. Thanks dude. So, I called Best Buy and asked for a supervisor. I got Nathan who basically told me that I would have to reschedule on Monday and was really no help. So I asked again for a supervisor. Jackson came on the line and was nice but basically said he would try to contact the delivery team to see if they could come back that day or next day Sunday. Later he called me to say he hadn't heard from anyone and would be off the next day (how convenient) but that he would contact the supervisor that will be on duty named Adam and give him a heads up so Adam can contact me the next day to see what could be done. I had to be the one to ask for compensation for my inconvenience. NO ONE offered me any type of compensation for all my frustration. I proceeded to tell him about a small mom and pop restaurant that gave me a free meal when they messed up on my order, where as Best Buy a huge multimillion dollar business has done NOTHING to better this whole situation. I am not one to ask for anything free but by this time, I felt Best Buy owed me something for their screw ups. Jackson explained I would get a lousy $50 gift card which normally I would be appreciative of but that didn't even nearly cover the cost of the $150 service agreement I had to buy again for the new TV. So Sunday, comes and no call from Adam. By 12:50 my time I decide to call him because of the long hold times I figured I could reach him by 1. Sure enough after a 10 minute wait trying to get through, I get a rep and ask for Adam. Adam tells me he is familiar with my situation and is still waiting to hear from his guys about delivery today. Well, I explained that it was already 1 pm and when would he know? Basically after I drilled him for the truth, he told me that most likely it will not happen today but MAYBE Tuesday. I explained I WORK like I had explained to every other person before him and asked if he could guarantee a specific time before I leave for work so that I can be home. Of course he said he could only offer me a 7 am to 1 window or 12 to 9 window but couldnt specify a time for me and said he was sorry he couldn't do more. Well, I have news for you, they could have done more, but just didn't. So now, I have to wait ANOTHER week to get my TV. I won't even in town that day because I have a family function to attend so I'll have to ask someone to be there for me when the TV arrives. I just hope they do this right this time. Crossing my fingers!
BUYER BEWARE OF BUYING ANY ELECTRONICS FROM THIS COMPANY. I WILL NO LONGER SHOP FOR ANYTHING AT BEST BUY WHEN AMAZON, TARGET, WAL-MART, and plenty of other electronic suppliers provide much better return policies.
07-29-2018 02:03 PM
the same thing happened to me with them back in the late nineties with a rear projection tv they couldn't fix and didn't wat to replace. i went to the better business bureau, which inspired them to replace it so give that a shot.
i'm surprised i didn't learn my lesson after that..
08-03-2018 01:50 PM
Good afternoon dominic-ra,
Welcome to our forums. Regardless of how much use you’re able to get out of a TV, it’s often an incredibly frustrating experience when it stops functioning as it should. I regret to hear your experience with your Geek Squad Protection (GSP) has only added to your frustration.
As it sounds like you’re aware, if our Geek Squad agents determine we’ll be unable to repair your TV, your GSP will allow you the ability to receive a replacement model, or credit towards the purchase of a new TV, not to exceed the cost of your original purchase. If the TV you’ve originally purchased is no longer manufactured, you’ll typically be offered a comparable replacement, or store credit towards the TV of your choice. While we’re hopeful our customers will be able to find a replacement that will fit their needs, any additional cost towards the purchase of a new TV will not be covered by your GSP. If you have any additional questions regarding your GSP, please don’t hesitate to review our GSP terms and conditions here.
As a company, Best Buy does not offer compensation for any incidental or coincidental damages, and I’m happy to hear Jackson has offered you an exception outside of this policy. I realize it may not be the amount you were hoping for, but I do hope you see this as an invitation to shop with us again, and an opportunity to provide you the level of service I know we’re capable of.
Thanks for posting,
08-11-2018 02:31 PM
Thank you for sharing that. I appreciate your feedback and understand I'm not alone in my frustration with Best Buy. I have learned my lesson for sure.
08-11-2018 02:47 PM
The policy you just described should be explained in more detail when you purchase the service agreement. First off, they tell you that its a protection agreement and that if ANYTHING happens to your purchase that Best Buy will fix it or replace it at no cost. They don't explain its up to or below what you paid for the item or what happens if the manufacturer doesn't make the product any longer. If thats the case, that is not the consumer's fault and Best Buy should recognize that. Second, you should get a chance to read the service agreement before buying the item as you don't get a copy of the agreement until you buy it and you only have seconds to decide if you want it or not when you're paying for the item so you can't read the terms ahead of time. Also, the Geek Squad rep I initially spoke with didn't tell me that I could find something equal to what I paid. He said I'd have to pay an extra $300 for a TV comprable to what I first bought which wasn't true. The next day the supervisor Nikki proceeded to debate with me about what the service agreement really is instead of offering a solution to my issue. It wasn't until things got heated that she told me there was a TV that was comprable to what I bought and in the same price range that they could exchange my old TV with. I had to go to the local store to find the TV that I wanted that the supervisor didn't even suggest. She told me about an LG TV but I also found a Samsung TV that was comparable and in the same price range as what I paid. I love how you didn't address the issues with the delivery team and how I had to wait another week for someone to come back for Best Buy's mistake. Then this PAST saturday the guy came back and dropped off the TV I purchased without assembling it. He wouldn't come back. I called Best Buy again and waited an hour on hold just to be told there was nothing they could do to get him to come back. I was hung up on twice after asking for a supervisor. Then I got a supervisor named Adam who told me he'd call me back. Never did. I called him back before they closed. He said he was just about to call me and he'd call me back the next day because he never heard bcak from the delivery team. He did offer me another $50 gc which was nice but I really would have rather had my TV installed. So Adam never called me back the next day. Instead, I got an email from him telling me he'd call me back that Monday because the delivery supervisor was off. I called him back immediately. I called him twice and left two voicemails for him to call me back. He never did. I never even heard from him on Monday. Instead I got a generic email from Best Buy stating someone would come by on Saturday 8/11 between 12 pm and 4 pm to assemble my TV. I called Adam back and got a vm. I let him know I would just have a friend help me put it together and to cancel the appointment as I could no wait that long. By now I had been without a TV for about 2 1/2 weeks. I had an IT friend and repair guy help me put it together. Today the Best Buy tech showed up and I turned him away explaining I let Best Buy know to cancel. So, as you can see Best Buy has A LOT of issues and have lost my business. Fix your delivery policies, your customer service and geek squad teams need to be better trained, and you need to educate your customers on your so called protection agreements before selling them. Best Buy does not do ethical business practices.