Best Buy Repair Support

[eabate3]

I have to say that I am surprised at how poor the Best Buty customer service is.  I purchased a TV and a soundbar last month and also Total Tech support.  I had trouble programming my cable box remote to control the soundbar so I called Total tech support, after spending about 45 going through the manual myself.  The support person had to first download the manual to help me.  He dowloaded the wrong manual initially.  After about 30 minutes I said, no insult intended but is there someone else I can speak to that might know more about my particular situation.  The answer was no, and also no supervisor I could speak to.  I'm sorry but I expect Total Tech Support which I paid for to know more about the products than I do and if they are reading the manual which I already spent 30 minutes doing myself than it's not acceptable.  Also not acceptable to not be able to be transferred to someone more knowledgeable.  He wasn't able to help me and said that I needed to have someone come over to program it which I would have to pay for.  Please.  I paid for total tech support, I'm not paying to have someone come to the house.  I finally said forger it.  Googled it myself and figured it out myself.  Total Tech support = total waste of money.

Second issue:  My soundbar keeps turning on by itself.  This time I called Samsung and they tried to help me but they weren't able to correct the issue so they said they would mail me a box to send it back to them to be fixed or I could go to BestBuy to exchange because it's still under store warranty.  So I called Bestbuy customer service, the first time I was on hold and after 10 minuted of hold I got disconnected.  So then had to go through the whole automated system all over again, was on hold for 10 minutes, finally got connected and I asked to speak to a stroe manager.  Turns out I was not at the local store I was at  call center and she couldn't transfer me but she sent an email to the store manager and said I would get a call back within the hour.  That was 2 days ago.  

So:   Extremely disappointed with BestBuy.  And surprised to be honest, I always thought of Best Buy as a good brand.  But I wouldn't buy from you again.

[Allison-BBY Social Media Specialist]

Hello, eabate3, and welcome to our online community!

Thank you for posting on our forum for support, although I hate to hear about the experience you've had with your TV and sound bar. It's never ideal to run into these kinds of issues, and we'd hope that with Total Tech Support you'd be able to quickly and easily fix your devices. I'm sorry this was not the case, and this is not the level of support we strive to provide. I'd like the chance to follow up on this and see what I can do to assist.

To start, please send me a private message including your full name, email, and phone number. You can find the blue option to message me to the right of my name below.

All the best,

[eabate3]

Ok thanks, I did send you a private message but haven't heard back yet.

Not sure if you got it.

[Allison-BBY Social Media Specialist · Accepted solution]

eabate3,

Thanks for letting me know! I did receive your private message and replied to you earlier today, so my message should be in your inbox now. Just to be safe, I resent my message. You can read that by clicking on the orange envelope in the upper right-hand corner of your screen. If you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.

Regards,