01-29-2019 10:39 AM
I called Geek Squad and scheduled an appointment for a tech to come and take a look at my TV this Saturday for dead pixel and turn on off issues. I was assigned technician Austin to come between 4pm to 8pm. Best Buy called me on Friday at 8pm and Saturday at 10am with an automated message to assure the tech is coming.
Nobody showed up on Saturday and online status of the repair never changed. Even after 8pm it showed a scheduled visit. I called Best Buy and they sent me to Geek Squad number. After several re-directions a automated message said that nobody is available at that time. I found this unusual because Geek Squad is 24x7.
I called the store and talked to the manager and I was informed the tech had to reschedule. He also provided me with the tech guy Austin's phone number and I was asked to talk to Austin and reschedule rather than setting up another appointment. I called and text Austin but have not heard a thing from him yet.
I found an email in my spam folder from Austin that was sent Saturday 9:35am on Sunday. He said he tried to call me at 7:30am to reschedule and my phone number was disconnected. This was a blatant lie because I have a Google Voice number forwarded to my cell and it was never disconnected. I even checked with Google support and they informed me there was no interruptions. I sent an email back to Austin and have not heard from Austin.
Following are the things I have a deep concern with
1) Who would call someone at 7:30am?
2) Why would Best Buy still call me after Austin knew he can't make it to assure he is still coming?
3) How come Austin or Best Buy could not change the online status of the repair call? I wasted 4 hours cancelling an event I had to go to? Even the Geek Squad people had no idea about the status change.
4) The solution I was offered by Best Buy manager and Geek Squad was to wait for Austin. They showed no remorse for my frustration or loss of time but had me just hanging. One Geek Squad person even told me Austin might be the only person available in my area?
5) Does Best Buy believe in good customer service and quality control? Circuit City used to be this way and they are out of business.
6) I first reported about the dead pixel years ago but Geek Squad struggled to get someone in due to high volume they were having. So I waited until a big problem occurred. Is this the reward for my patience?
To say the least I am very frustrated about this deal. I hope the person will show up on Thursday because I have to take half day off.
01-29-2019 12:01 PM
Welcome to our community. I’m a pretty busy person, so whenever I set aside time for an appointment of any kind, I expect that I will be helped in a timely manner. I can appreciate your frustration in the matter and would be happy to address your concerns.
It sounds like something may have come up last-minute that prevented us from being able to make your appointment as anticipated, and while it seems our Agent attempted to reach you, it’s clear we missed the mark overall; for that, you have my sincere apologies. By the looks of your post, it seems you were able to reschedule your appointment for this Thursday, but if you still need help with the scheduling of this particular appointment, please feel free to give us a call at 1-800-433-5778 so we can further assist.
I’m grateful you took the time to share your concerns with us.
01-29-2019 06:33 PM
I don't think you undesrand my frustration. I get it everybody has issues that cannot be preventable. I clearly addressed the issues in 1-6. You probably did not care to read. Best Buy is a large enough company to have a legit system to update a status of a call. Also non communication does not seem like a problem to you. Austin lied when he said the phone was disconnected and you are okay with that. Unbelievable.
The problem is not what happned but the care and communication. I know in the future buy on Amazon so that I don't have false expectations of good customer care.
01-30-2019 08:29 AM
Thank you for your message. I assure you I’ve read your post in full and understand your concerns. While I'm not one to speculate, there are a handful of reasons why this Agent’s call may not have reached you; perhaps the number was dialed incorrectly? Nonetheless, I fully acknowledge the inconvenience this has caused you, and you have my apologies for the poor communication that took place here.
Feedback like yours is crucial to our mission to continuously improve the service we offer, and I remain grateful that you brought this to our attention. I hope you will give Best Buy the chance to offer an improved experience in the future.
02-03-2019 11:48 AM
Thank you for following up to let us know Agent Aaron was able to complete the requested services. While I wish this encounter had been smoother for you overall, I appreciate you bringing this to our attention and hope you will give us the chance to offer a better experience in the future.