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Member
Posts: 10
Registered: ‎09-19-2018
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Customer Service

I called the geek squad on 8/27/2018 to schedule an appointment to have my tv repaired. I had a previous appointment with the geek squad on 11/11/2017, however they had never seen an issue like mine before and didn’t know how to solve it.  They found a way to bypass the issue to connect to the internet, however they were supposed to get back to me with a permanent solution but no one ever got back to me. (issue 1)

 

The appointment was scheduled for 9/15/2018 (window from 8am-12pm). The geek squad was mailing me a replacement remote control to try in advance of the appointment.  On 8/29/2018 I received an email from UPS that the packages (2) were delivered, however they were not at my door. I contacted Best Buy to let them know and ask what the next steps were.  After being directed back and forth between Best Buy and Geek Squad, someone finally instructed me to work it out with UPS (issue 2). I tried opening a claim with UPS but you need to report exactly what is inside the package.  I was not expecting two packages therefore I was not sure what was in the second package so I had to call Geek Squad back and collect all the details for UPS.  Note, the agent did not inform me the process I was taking was incorrect.

 

After filing the claims with UPS, UPS contacted me saying they couldn’t help me since I was not the sender of the package and they canceled the claims. I again called Geek Squad and after waiting for 30 minutes to speak with someone, I was immediately transferred after explaining the issue.  After being transferred 3 more times, being told I was 100% being transferred to the correct department, waiting on hold, being dropped from the call once, calling back and explaining myself over and over, I was at a loss.  There was nothing further I could do as Best Buy and Geek Squad kept trying to send me back and forth and no one wanted to listen long enough to help. (issue 3)

 

Fast forward to my appointment on 9/15/2018. I received a refined window of 8am-10am.  At 10:22am I received a call that the agent would be there around 11:30am/12pm (issue 4).  At 11:45am I received a call asking if I had the parts that were delivered to my house.  After explaining the issue, the agent had to make a call and give me a call back.  He explained he could not do the job and could not give me any information as the department he needed was closed on the weekends, but he would call me on Tuesday when he returned to work.  I never received a call back from the agent and on Wednesday (today) I received a text message reminder about my appointment tomorrow – an appointment I never set up. (issue 5)

 

I have since called Geek Squad back who could not tell me if the parts were received or not. I went ahead and scheduled an appointment for the next day I’m available to be home for a 4-hour window – 10/27/2018.  I am very disappointment with the lack of communication and follow through, willingness to help, and ability to provide me with accurate information from Best Buy and the Geek Squad.  I cannot believe I spent $300 for this type of service. I have no other outlet to contact Best Buy regarding the lack of service I have received so I am leaving it here.

Posts: 8,956
Topics: 83
Kudos: 314
Blog Posts: 47
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Registered: ‎09-29-2008

Re: Customer Service

Hi Florida2018,

 

We do thank you for being a customer of ours, and I of course don't like to hear about all the problems you have had when trying to get this TV repaired by your Geek Squad Protection )GSP) plan. It should be a lot easier than this. If the parts needed to repair your TV were showing as having been delivered, but you never received them, then we should be shipping new parts to you prior to your repair appointment.

 

I would love to look into this repair for you. Could you send me a private message with your name, your phone number, your email address, your GSP number, and your work order number? To send me a private message click on the private message button to the right of my signature.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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Member
Posts: 10
Registered: ‎09-19-2018

Re: Customer Service

I was contacted by a Social Media Specialist, which caused nothing more than additional work on my end. He did not read my post accurately and went ahead and changed my repair to a day/time I was not home (Monday 8am-noon) again without asking me. I’m even further disappointed in Best Buys customer service after this post.  I would appreciate if a manger would review all the issues I have experienced next time.

Posts: 8,956
Topics: 83
Kudos: 314
Blog Posts: 47
Solutions: 358
Registered: ‎09-29-2008

Re: Customer Service

Hey Florida2018,

 

Thanks for following up on this, and I am sorry if my actions caused you more work than needed. It is correct that I had reached out to your technician's manager asking them if there is anything they could do to expedite your repair. They rescheduled your appointment for a sooner date, and did what could be done to expedite the parts needed to repair your TV.

 

After your last message advising me you could not make a sooner date than 10/27/2018 I reached back out to this manager asking them to get this repair appointment rescheduled to 10/27/2018, but it seems like you beat us to the punch in getting this repair appointment set back to 10/27/2018. Please let me know how this goes on Saturday 10/27/2018.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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Member
Posts: 10
Registered: ‎09-19-2018

Re: Customer Service

I just would like to clarify that I did not beat you to the punch - no one rescheduled the appointment.  I received a confirmation of my appointment on Sunday evening before the scheduled 8am appointment on Monday and to be considerate to the technician, I called and changed the appointment myself as no one would be home at that time.

 

Update: I received two emails today changing my 10/27 appointment.  First to 10/25 then to 10/31.  Again, I did not ask for these changes! I just tried to go into the appointment manager and switch it back to my original appointment, but the system wont let me and says I need to call.  I don't have time to keep babysitting this.  I would like to speak with a manager as this is getting out of hand.

Posts: 8,956
Topics: 83
Kudos: 314
Blog Posts: 47
Solutions: 358
Registered: ‎09-29-2008

Re: Customer Service

Hi Florida2018,

 

Thanks for reaching out to us again on this, and I am sorry if your appointment was now rescheduled again. I looked at your work order, and show it is now scheduled for this Friday 10/26/2017. Will this date not work for you? If so, what date would work for you?

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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Member
Posts: 10
Registered: ‎09-19-2018

Re: Customer Service

10/26 will not work for me.  I need my original appointment back.  Thank you.

Posts: 8,956
Topics: 83
Kudos: 314
Blog Posts: 47
Solutions: 358
Registered: ‎09-29-2008

Re: Customer Service

Hey Florida2018,

 

Thanks for getting back to me so quickly. I have emailed the repair manager for your area asking them if we can get your repair appointment scheduled for 10/27/2018. Once I hear back from them I will post back here.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Member
Posts: 10
Registered: ‎09-19-2018

Re: Customer Service

The appointment was originally scheduled for 8am - noon on Saturday, October 27th.  Please have them put it back to what it was and explain the reason for chaning it without speaking to the customer.

Member
Posts: 10
Registered: ‎09-19-2018

Re: Customer Service

Update - the appointment has still not been updated and is scheduled for 8am tomorrow morning.  I will not be home at that time.  Are you able to call and have this updated?