Best Buy Repair Support

[davejcastillo]

I currently have nothing but negative reviews for Best Buy and Geek Squad.

Purchased a tv a couple years ago with Geek Squad warranty. We had issues with our tv that happened within the time frame of the 5-year warranty that I purchased. We brought it in to get it looked at or replaced. They said that the process is that Geek Squad need to send someone out for home service. They couldn't give any replacement or store credit without someone taking a look at it and deeming it non-repairable and they don't have anyone trained or qualified in-store. Fine.  They said the earliest they could get someone out was a few days later on 1/1/2021, otherwise we'd have to wait a week. The only time frame available was 8-5pm, so we'd have to have someone at home the entire day. It was a holiday for me, so whatever - I took the appointment. But no one showed up. I called twice to try and get help. Waited on the phone for 30 minutes and got no one. Called a different number and the lady forwarded me to the "right department" and I was transferred to a dial tone.
I went back to the store the next day and told them I was unsatisfied and wanted store credit or replacement, because I wasn't going to waste another day. They told me this was impossible, and could only schedule me out another few days. Literally no other resolution or offer. I was extremely unhappy, but I gave them another chance.I got an email confirmation from Best Buy (although I also had one for the 1/1/21 appointment date).

On 1/5/21, I received an email in the morning from their service provider (Service Quick) apologizing for the no-show on 1/1/21 and was informed that they have it "properly rescheduled for 1/8/21". Obviously, I'm confused so I call into the phone number provided in the email and the person on the phone confirmed that my appointment was still on for 1/6/21. I also received an automated message from Best Buy that evening to confirm my appointment for today (sounded good, because I was already worried that we would be skipped over again).

Guess what happened? Our appointment was missed again. I called in about an hour and a half before the end of time frame and was told that the "service provider's system was down" and having issues, so they wouldn't be able to come and the next available appointment would be for 1/9/21.

At this point, I'm not willing to wait a 3rd day and have almost zero faith in anything Best Buy can do for me.

[davejcastillo]

I got a call this morning from “Samsung Care” who said that my “scheduled appointment” this morning would have to be moved to a later date because they wouldn’t have the repair parts available due to shipping delays with covid. They haven’t even come to see the television...

[AndrewB-BBY Social Media Specialist]

Welcome, davejcastillo,

Thank you for taking the time to visit our community forums and letting us know about your experience with this TV repair. I know it's not easy to set time aside for an appointment so I can understand your frustration with this. I appreciate you providing your feedback and would be glad to see how I may be able to help you get this back on track. 

I'd like to start off by reviewing your appointment history and will need some more details to do so. Can you please send me a private message that includes your:

Full name

Email address

Phone number

You can send me a private message by clicking on the blue button at the bottom of this post. I'll keep an eye out for your message.