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New Member
Posts: 3
Registered: ‎07-21-2021

COMPLAINT REGARDING CUSTOMER SERVICE AND PRODUCT

I can't even begin to tell you how upset I am at the poor customer service received from your company. I will never again purchase any Best Buy product. We purchased a freezer in February of 2020,and it had a service issue only one year later. Trying to get the freezer serviced was a nightmare. I understand we experienced a pandemic, but that is no excuse for the poor customer service. Only 4 months after the repair, the freezer broke down again, only now it is out of factory warranty.After a two week wait, the service technician came out and stated the compressor was bad. It will be a 30 day wait to get a new compressor which is just unacceptable (add the 30 days to the two weeks, we are now without a freezor for 6 weeks). In addition, I am trying to obtain the form needed to get reimbursed $250.00, for lost food. I was told we had to send an email to request the form (after spending an entire morning on hold and getting the run around, now we have to experience even more frustration waiting for a form a customer service representative could have sent immediately).  If sending the email is anything like the customer service received over the phone, I won't hold my breath to receive it. I think you should pay more attention to your customer satisfaction ratings and fix these internal problems. Upon review, 85% of the posts are rating your company a poor performance or lower. Best Buy needs to wake up and take better care of their customers. 

Posts: 1,592
Topics: 77
Kudos: 264
Solutions: 73
Registered: ‎11-23-2018

Re: COMPLAINT REGARDING CUSTOMER SERVICE AND PRODUCT

Hello, rowntoit, and welcome to our online community!

 

Thank you for posting on our forum for support with your freezer. Having to service an appliance is never ideal, and I can imagine your frustration and disappointment after dealing with multiple appointments and a lack of support with your situation. I understand being without a freezer for almost two months is quite an inconvenience, and this entire experience is never what we want for our customers. I'm hoping I can provide the assistance you've been searching for now. 

 

To start, please send me a private message including your full name, email, phone number, and your Geek Squad Protection plan number (if you have one). You can find the blue option to message me to the right of my name below.

 

All the best,

Allison|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 3
Registered: ‎07-21-2021

Re: COMPLAINT REGARDING CUSTOMER SERVICE AND PRODUCT

[ Edited ]

That was a great standard answer you sent Allison. You have been trained well I see, but I would prefer to keep this post public for others to see the outcome instead of the company hiding it in a private post. When I set up my user for this forum, it requested my email address, so I know you have it as I was able to see your response in my email. If you, and your company, are truly serious about assisting me, then just send the form I requested in my previous post. You can review the history under reference number {removed per forum guidelines}, given to us by your customer service representative. 

Best Buy Employee
Posts: 2,401
Registered: ‎01-09-2015

Re: COMPLAINT REGARDING CUSTOMER SERVICE AND PRODUCT

I've never understood this response, I've seen it a few times now.  Why on earth would anyone resist the help they came to ask for?

 

In order to get assistance from these forums, you will need to follow the rules that are in place.  Once you've sent the private message, they will confirm who you are and can assist from there.  This is clearly spelled out in our Data Privacy policy.  Since this is not a policy question, but a specific repair order question, of course it will be handled via private message.  Every detail and answer will be specific to you, and due to the privacy policy will be shared privately with you. 

 

Hope this helps clarify the policy and set aside any assumptions.  I know that Allison-BBY will be awaiting your private message should you wish to continue getting assistance.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 3
Registered: ‎07-21-2021

Re: COMPLAINT REGARDING CUSTOMER SERVICE AND PRODUCT

Congratulations on being just like all of your other mediocre customer service reps. What is not to understand in my reponses? Why can't someone just send the form like you were asked and stop playing games? I can assusre you this will go higher. 

Posts: 1,592
Topics: 77
Kudos: 264
Solutions: 73
Registered: ‎11-23-2018

Re: COMPLAINT REGARDING CUSTOMER SERVICE AND PRODUCT

rowntoit,

 

As jdogg836 mentioned, we will need to work with you through private message in order to gather your information and review your account. We also need your information to begin formally documenting your experience in our corporate system. We will need your full name, email, and phone number to do so.

 

Best Buy's food spoilage claim form is a benefit of our Geek Squad Protection (GSP) plans, and is conditional upon the completion of a “qualified” repair. You can read more about that and locate the form here.

 

Please follow up through private message if you'd like us to see what assistance we can provide.

 

Regards,

Allison|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Best Buy Employee
Posts: 2,401
Registered: ‎01-09-2015

Re: COMPLAINT REGARDING CUSTOMER SERVICE AND PRODUCT

Allison-BBY was offering to look into this entire situation as well as record the concerns for you at the corporate level. I also read your post and didn’t take away that you only wanted a copy of the form.

If the form is all you needed, it is linked in the Geek Squad Terms and Conditions sent to your email at the time of purchase. Those terms are also stored electronically on BestBuy.com for anyone to download.

Based on your purchase date above:

Terms and Conditions: http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_2019_10_07_to_2020_02_29_english.p...

Food Spoilage Form: https://files.bbystatic.com/8cc5130350a13173d859116424c6c750/file_by_path/BestBuy_US/Gallery/FoodSpo...
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***