01-17-2019 04:12 PM
I usually do not post bad reviews but I am so frustrated! I have a 65 inch sony TV that I love I purchased it a year and a half ago. When the TV is turned on there are green and white lines. I purchased the protection plan so I called made an appointment. They came out and said I need a new mother board and they would order the part and come back. On my next scheduled apt a gentleman came out and told me that it is not going to be repaired but exchanged and he provided me with a case number and phone number. I call and wait 20 minutes for someone to answer. I am told that a replacement will be installed and the next available appointment is in 2 weeks. This whole time I am without my TV. The kicker is the new TV will not be under warrantee so I will have to now repurchase a protection plan. I have now 2 wasted days hours of frustration and there is no number to call to complain or ask for help. I was provided an address to write to so they can read my complaint. I have made many purchases at Best Buy and this is the first time I have needed them. I will be spending my money elsewhere. Also they are not supposed to take tips but they do. Instead of a letter I am just going to write reviews to get my frustrations out there.
01-17-2019 05:07 PM
Welcome to the Best Buy Support Online Forum Community! Thank you for taking the time out of your day to share your concerns regarding how your Geek Squad Protection Plan is being fulfilled for your 65” Sony TV. We’d be happy to see what light we can shed on this for you and what kind of help we may be able to offer.
The terms of your Geek Squad Protection Plan that you had agreed to at the time of purchase states the following:
For all other Covered Products, except when covered by a Continuous Monthly Plan, our obligations will be fulfilled in their entirety if we replace your Covered Product with a new product or if we issue you a voucher or gift card for its current market value not to exceed the original purchase price of your Covered Product including taxes.
A Geek Squad Protection Plan only covers the item you had purchased it for and our obligations to you under that plan are deemed to be fulfilled once a replacement item is provided. We’re sorry if this stipulation of the plan wasn’t clearly articulated to you or if the agents who visited you didn’t mention this. We understand how that could spark some confusion if clear expectations weren’t set.
Can you please send us a private message with your full name, phone number, email address, and the order number for your new TV? A private message can be sent to us by choosing the blue button in my signature. Once we have those details, we’d be able to look into this further for you and see if we can help get you a sooner delivery date.
01-24-2019 11:35 AM
We look forward to hearing from you about your delivery at that time. Additionally, we’d be happy to check in with you on Tuesday prior to your delivery to double check that everything looks to be on track.
01-25-2019 06:58 AM
Honestly checking in with me is not helpful. Checking in with the delivery team and making sure that there are no further delays or trying to get delivery at an earlier date would be helpful. I am all to familiar with the process of delivery and scheduling unfortunately so I am set with the process. Just wish that Best Buy was able to get it right on the first try and provide faster delivery. If the first person that came out knew what was going on the TV would be on my wall and everyone would be happy. I appreciate the offer but again I know the process and checking on the Best Buy staff would be appreciated. Thank you
01-29-2019 11:06 AM
I hope you are doing well today. Mariah is currently unavailable, but I did want to touch base with you regarding your delivery. It looks like everything is good to go for your appointment tomorrow, and I honestly don't anticipate any issues. If you have any questions for us though, please don't hesitate to let us know. We're here to help however possible.
01-30-2019 12:04 PM
Good morning, Manjacnic,
I just wanted to check in with you to see how things are going. Please let me know if you have any questions or concerns about your service today.
01-31-2019 08:32 AM
Good morning, Majacnic,
After reviewing your service order, it looks like your new TV was delivered and installed safe and sound. If this wasn't your experience though, please don't hesitate to reach back out. We're here to help however possible!