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New Member
Posts: 4
Registered: ‎06-05-2021

Best Buy not honoring repair work they started and LG will not work with me

[ Edited ]

On May 15 2020 I went to a local Best Buy Outlet to purchase a dishwasher. While there my wfie and I also spotted a 65" LG OLED TV open box for $1200.

 

We decided to purchase both dishwasher and tv asking for the extended warranty on both. We got the warranty for the dishwasher but not on the TV.

 

On May 13th 2021 the TV ceased working showing brown lines up the right side only.  After trying multiple times to get through on the Best Buy Help Line I finally reached a Geek Squad Rep named Andy on May 14th who was really helpful. I explained I did not have an extended warranty and what should I do. He took my receipt number and said no problem you have a one year warranty we will take care of this for you.  He too the model, serial, reciept # and my personal information and gave me a claim # {removed per forum guidelines}.  

 

On Weds the 19th a local Geek Squad Rep named Austin came to my home to inspect the tv. He stated he could not fix but would order the parts and have them shipped to my house and arranged a follow up visit for June 3rd.

 

On June 3rd he and an assistant came out to our home, took the tv down and replaced the motherboard and powerboard but the TV was still no working. He ten called corporate and was told the other part would be the screen which was $1299.  He then went private, talked for a bit to corporate and then came back to me stating he could do nothing more and I would have to return to the store to speak to the manager.


Next day I went to the store where the store manager told me bluntly to leave as he would do nothing. I explained I had a claim number and was told to come to him and he said he did not care and to leave and call LG Electronics. I then went to a full best buy and spoke a Geek Squad Manager. He was more polite but stated he could nothing beyond giving me LG Electronics phone number.

 

I returned home and called LG. After many attempts to reach somone I got a rep who was I gave the date of purchase. She promptly told me your past the warranty and would do nothing.  I explained I had a claim # from Best Buy Geek Squad and was told thats not our concern. I asked for a manger and was hung up on. I called and after again multiple attempts got a rep who at least took my information and said a manager would call me back. This has yet to occur.

 

So why did Best Buy start this repair process, send out a tech, replace parts and then suddenly recall the rep and tell me to go to the store when the store said they would do nothing and to go away?  LG will not work with me as they claim I am past the warranty when it was Best Buy who said they would repair? Again I have an open claim number in effect and I just would like my TV repaired as promised when it failed while still under the 1 year warranty.

Posts: 6,269
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Registered: ‎08-21-2017

Re: Best Buy not honoring repair work they started and LG will not work with me

Good morning, TomSawyer2112,

 

Thank you for taking the time to reach out to us here on our community forums to let us know about your experience with this TV repair. I can understand wanting to get this fixed as quickly as possible and I appreciate you providing your feedback about process. While we are generally unable to fulfill a manufacturers warranty, I would like to take a closer look at your case history to see what options we may have to help moving forward.

 

I will need a few more details so I can begin to review this for you. Can you please send me a private message that includes your:

 

Full name

Email address

Phone number

Claim number

 

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

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎06-05-2021

Re: Best Buy not honoring repair work they started and LG will not work with me

I would like to do a follow up on how customer service can and should work.  This past Monday I called Geek Squad back and the rep I reached did not know why Geek Squad started a repair then stopped and left instructing me to return to the store. She opened a new call ticket and said a local rep would call me back to confirm the time that another tech would come out to restart the process.

 

20 minutes later I get another phone call this time to my suprise it was from LG. Andy listened to my story and then said that he was with customer retention with LG and that his company believes in customer support and that this round about should never have occured. He asked if they (LG) could come and review the tv and start a repair. I said sure after my bad experience with Best Buy.  The very next day their tech showed up, tested the tv and confirmed it was a bad panel. He then put it on order so he could return and fix the tv or if that did not work get a replacement.

 

Now just 10 minutes again I got a phone call from Zack at the full Best Buy in Winter Garden that has a Geek Squad Station. He too took the time to listen to me and then blew my mind by stating that I shold never have gotten the round around and that although LG is going to fix the tv he just gave me a 5 year Geek Squad Warranty on the TV.

 

I will eat my words and say that I will continue to shop at Best Buy just not the outlet. Zack is how customer support should work and next time I in that area I will stop in to say thank you in person.

 

I will folow up this thread once the tv is up and running.

New Member
Posts: 4
Registered: ‎06-05-2021

Re: Best Buy not honoring repair work they started and LG will not work with me

Final follow up.  Louis from LG brought the new panel earlier this week.  Took the TV down and replaced the panel. TV came on to full 4K OLED.  After rehanging the TV he calibrated it and showed me a few tricks to max out the resolution.

 

Again Kudos to Zack for that 5 year warranty within Geek Squad. He has kept me as a Best Customer.

Posts: 3,070
Topics: 37
Kudos: 97
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Registered: ‎10-19-2017

Re: Best Buy not honoring repair work they started and LG will not work with me

This is great news, TomSawyer2112!! Glad to learn was taken care of for you, and I appreciate you taking the time to share your latest update. Don't ever hesitate to reach out to us if you have any other questions.

 

Sincerely,

Deysha|Social Media Specialist | Best Buy® Corporate
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