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New Member
Posts: 2
Registered: ‎01-21-2019

Gsp Tv Repair issues horrible experience

In November I had an agent come to my house and look at my television. That day he stated he wasn’t a tv tech but a appliance technician so he spoke with someone on the phone and ordered some parts for the repair. He scheduled me for the following Tuesday for the repair. On the following Tuesday nobody showed up as the repair was actually set for the following Tuesday in which I was unavailable. Fast forward to January, I call and make an appointment the representative looks up my account with my number and sets the appointment for Tuesday the 15th between 12-4. At 415 i still had not heard from anyone so I call. Upon speaking with a representative they said the repair guy couldn’t locate my address and the phone number they had been calling was not working. The number they were calling has not been in use for years and even when I called and made the appointment and they asked for the number to look up my account they used my current number. After speaking with multiple reps and getting nowhere the one gentleman said I could just bring the tv to the store and they would swap it, but it would end my protection plan. Being a former employee before I joined the military I knew this sounded a little odd, so I contacted the store before unmounting my 65” tv and dragging it to the store, they told me what I was told was incorrect and that it needs to be approved for that to happen. Starting to get upset I called again and asked for a manager, it took me 3 more calls after being “disconnected” and transferred to speak with a supervisor. He and his associate had a hard time even finding my order but after around a half hr they did. He said she was going to schedule me for a later day but rest assured that the Dfm would contact me to fix the issue sooner. The young lady scheduled me for Sunday the 27th from 8-12. Today upon checking my Best Buy account and never receiving a call from the Dfm I noticed the date they scheduled was actually Saturday the 26th in which I am unavailable. I asked to speak to a manager again only to get nowhere. I actually would love for Best Buy to hold their employees accountable for what they say and listen to the recorded calls. I asked to have a manager from that department call me as well as reaching out to another in which I was told I would receive a call back within an hr. That was 4.5 hrs ago. I’ve been given the wrong info on multiple occasions, lies and promises that have gone nowhere. Being a former employee and a loyal Bestbuy customer for years I’m appalled and just want a working tv. Being pretty familiar with tv I also believe the parts the original gentleman ordered are not going to fix the problem. Will I have to wait another two months for it to be fixed or will you all fix the issue?
Posts: 3,210
Topics: 50
Kudos: 230
Solutions: 172
Registered: ‎08-21-2017

Re: Gsp Tv Repair issues horrible experience

Hello joe56football,


Thank you for taking the time to visit our community forum and letting us know about your recent experience with the Geek Squad. I know if my TV stopped working normally I would want to get it back up and running as quickly as possible. I'm disappointed to hear that the previous agents you spoke to haven't been able to get this resolved and I'd be glad to take a deeper look in to this to see how we can best assist you. Can you please send me a private message with a bit more information? I will need to confirm your:


Full name

Email address

Phone number

Any case numbers you have been provided


To send a private message please click the button at the bottom of my post across from my name. I look forward to hearing back from you so I can continue to research this.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎01-21-2019

Re: Gsp Tv Repair issues horrible experience