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New Member
Posts: 4
Registered: ‎09-22-2021

Can't seem to get help or answers

[ Edited ]

I have decided to send this email here as another "last resort". I am very upset about the lack of "care" we are receiving having purchased a tv and Geek Squad Protection with you. I sent this email yesterday and have received no calls or emails. This has been dragging on and on Since August 6 2021.

 

Called Geek Squad again: TV and Geek Squad Protection Purchased on April 3 2021 Model Ns-55df710na21 Serial {removed per forum guidelines} Submitted Claim on August 6 2021. Proceeded dealing with Windsor Electronics (William) Very nice and helpful. Took pics etc. MELISSA, please contact your authorized Geek Squad servicer in reference to service event number {removed per forum guidelines}. Contact Details WINDSOR ELECTRONICS, {removed per forum guidelines} , M{removed per forum guidelines} If you need further support please contact our customer care team at{removed per forum guidelines} Please do not reply to this email, this address is not monitored. Thank you, Your Customer Care Team* *This message was generated by American International Group, Inc. (AIG) and Service Power, affiliates of Best Buy and Geek Squad. On August 13 2021 I received email from William at Windsor Electronics that We received the "buyout" notice on the 11th. They will be contacting you regarding replacement options. They are going to use the contact info they have on file @ best buy,which is phone # {removed per forum guidelines} or {removed per forum guidelines} . Check spam folder in email just in case.William@ Windsor Electronics {removed per forum guidelines}. Heard nothing from Best Buy or Geek Squad. Followed up with Windsor Electronics several times and finally today is September 21 2021 and I have still received no email or phone calls from Best Buy or the Geek Squad. Received this from Windsor Electronics: Hi Melissa, I have again emailed the warranty company on your behalf with all information, it might be better if you call yourself, call the same number you originally used to have the work order issued as we're not sure which phone number is on your contract. Jackie Windsor Electronics {removed per forum guidelines} Called 1-888-237-8289 as found on my online best buy account. Waited for 20 minutes or more to speak with “Amy” from the Geek Squad. Gave her all of my info and she proceeded to tell me that I had no account with them. Not true since I was staring at all of my account information as I was on the phone with her. She put me on hold for another 5-10 minutes and came back to ask if I had gotten my replacement tv. No. I haven’t heard from anyone on what to do. Back on hold again. She then tells me that I need to call {removed per forum guidelines}. Funny, that is the number for Windsor Electronics. I proceeded to tell her I would not be calling them as I had already dealt with them. See all dates and interactions above and that I was told there was a buyout notice and Best Buy or the Geek Squad would be contacting me. “Amy” puts me back on hold for another 10 minutes because she clearly does not know what is going on, what to do, or has understood any of the information I have given her. Finally she comes back and gives me the following confirmation #: {removed per forum guidelines}and tells me she will transfer me to the department that can help me. Been on hold for almost another 20 minutes and still have gotten nowhere. I am now approaching a time that I have to pick up my sons from school and can not continue to sit on hold. I want this handled and want a call back or email with instructions to get my replacement tv as soon as possible. I find this all to be ridiculous and has been an utter waste of my time today. Contact me ASAP! Melissa {removed per forum guidelines} Cell Phone {removed per forum guidelines} Work Phone {removed per forum guidelines} Work Email {removed per forum guidelines} Personal Email {removed per forum guidelines}

Posts: 6,527
Topics: 226
Kudos: 523
Solutions: 332
Registered: ‎08-21-2017

Re: Can't seem to get help or answers

Good afternoon, Melissa,

 

Welcome to our community forums. I appreciate you taking the time to visit us and letting us know about your experience getting your TV replaced. Our goal is to make this process as smooth and easy and possible so I'm disappointed to hear that this hasn't been your experience so far. I would be glad to see what options I may have to assist you moving forward.

 

I'm a bit confused by your message and have a few questions so I can better understand how I can help. Based on your post, it sounds like you've already received the required confirmation number to continue with this process. Our team is only able to provide assistance via social media so we will be unable call you. Have you been able to follow up with our phone agents at (888) BEST-BUY or (888) 237-8289 to complete this process?

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎09-22-2021

Re: Can't seem to get help or answers

I have repeatedly called and been left on hold for upwards of 30 minutes. I have a full time job and I’m a full time mom and I have no time to sit on hold and be ignored. I guess I will keep trying but I find this completely ridiculous that I purchased a TV and protection on April 3rd of this year and in less than a year the tv no longer works and Best Buy and their protection plan has zero interest in assisting me in exactly what I paid for. If this issue is not resolved somehow and someway by The end of this week I can guarantee I will NEVER do business with Best Buy again and I will be sure to let every person I come in contact with know that this is how they handle situations under their protection plan. I know I sound angry and horrible but it’s because there is zero excuse for this to go on for other a month with no resolution. It really is infuriating. And what is even more infuriating than it not being resolved and sitting on hold constantly is that when I actually do talk to someone they tell me that they don’t know and I have no account etc and I can barely understand them. Well
It sounds like posting here as a last resort is also a dead end.
Posts: 6,527
Topics: 226
Kudos: 523
Solutions: 332
Registered: ‎08-21-2017

Re: Can't seem to get help or answers

Hi there, Melissa,

 

Thank you for following up with me and providing me some more information on what has been doing on.

 

Please let me know if you continue to be unable to get in touch with our phone agents, I would be glad to see what alternative options I may have to assist you moving forward.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎09-22-2021

Re: Can't seem to get help or answers

Well, today I was on the “live chat” for well over 45 minutes.

I gave all the information to the agent. They asked for time to figure it out. I’m still not sure what there is to “figure out” it’s simple. I bought a tv from Best Buy. I bought the protection plan. 4 months after purchase the tv no longer works.

I followed all protocol and was told it would be replaced.
But here we are a month and a half later with zero resolution and no one I talk to knows what to do or what they are doing etc. or they just want to pocket my money and not live up to their end of the protection plan.

I warned the agent that I only had 15 minutes before my next appointment. Lo and behold stil no resolution.
I told the agent you have all of my contact info and when they are ready to do their part they can contact me.

At this point I don’t even want a new tv. I just want my money back. And I will never shop at Best Buy again.
Posts: 6,527
Topics: 226
Kudos: 523
Solutions: 332
Registered: ‎08-21-2017

Re: Can't seem to get help or answers

Good morning, Melissa,

 

Thank you for following up with me and providing this update. Since you've been unable to get assistance, I would be glad to see what options I may have to help at this time.

 

Please allow me some time to review your case history. I will be sending you a private message shortly. You can check your inbox by logging into your forum account and clicking the orange envelope in the top right corner of your screen.

 

I look forward to further reviewing this for you.

AndrewB|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: 4
Registered: ‎09-22-2021

Re: Can't seem to get help or answers

Don’t worry about it. I finally got a resolution