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Posts: 1
Registered: ‎02-01-2019

Constant Misinformation

To provide a foundation for my situation, on the first of this month I began the repair process for my yamaha AV receiver which has a standing geek squad protection plan.

I was told by the worker who helped me that I should expect a 2-week repair window and was asked to sign the paperwork that not only relinquished my receiver but provided a reasonable date that I should expect my item back (1/18/2019). Two weeks go by and I check the status online, it says that my item is still waiting to be shipped. I give my local best buy a call (9131 W Stockton Blvd, Elk Grove, CA 95758) and I'm told they are busy and will return my call later that day once things settle down. Conveniently the day I call (1/12/19) is the day it's added to shipment, that being said I don't receive a call back at all after being told I would. I then attempt to call the store back and get on the line with a "manager", she proceeds to tell me that there was a backup in shipping items to the repair facility and my item will be taken care of. She ALSO assures me that they will expedite the return shipping process once the item is fixed in order to make up for the misinformation I was given by first person who helped me. I understand, things happen, I can wait.

Here's what the status says the next couple of weeks.

01/22/2019 07:08 p.m.
We've shipped your device from our service center.

01/22/2019 07:08 p.m.
We're getting your device ready to ship.

01/21/2019 09:58 a.m.
We've completed work on your device. Stay tuned - we will let you know when you can expect to have it back in your hands.

01/21/2019 08:47 a.m.
Your device has been assigned to an Agent.

01/21/2019 08:32 a.m.
We've received your repair at our service center.

01/12/2019 01:09 p.m.
We've shipped your device to our service center.

Now we have two cases of misinformation by not only an employee but a manager as it is apparent that my order was not expedited like promised. As it has been 11 days since they "shipped" it.
Posts: 2,322
Topics: 96
Kudos: 247
Solutions: 107
Registered: ‎10-19-2017

Re: Constant Misinformation

Hello KartierD,


Thank you for reaching out to us here on the Best Buy forum! Waiting for a repair to be completed is never a pleasant experience and I can definitely understand being disappointed if there is an unexpected delay. It is Best Buy’s intention to provide accurate information and if that hasn’t happened in your situation, I’m truly apologetic.


At this point, I’m glad that it sounds like your repair order may have moved into the completed status and should be making its way back to your original check-in store. While I cannot change what has already happened, as you mentioned you haven’t received any updates for a while, I do want to look into this to see what I can do to assist going forward. For me to do that, I’ll need some additional information from you. Please send your full name, phone number, email address, and repair order number to me in a private message by selecting that option from my signature below. I very much look forward to hearing back from you so I can begin looking into your repair order.


Kind regards,

Kayla|Social Media Specialist | Best Buy® Corporate
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