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Posts: 2
Registered: ‎12-23-2020

Horrible service and very poor product knowledge

I purchased Sony 65 inch MASTER class A9 TV, Marantz SR 5015 and few more speakers, totaling over $6000. One would think you get a more or less reasonable help with those purchases. Nop, did not happen. 

Sony TV doesn't have certain functions it supposed to have. As an example no screen sharing, no sound on Chrome Cast. Called Geek Squad, after 30 min on the phone an agent told me that he can't help me but will set up an in-house appointment. Gentlement showed up and streigt from the start told me that he has no knowlege of Sony TV. He tryied however couldn't figure it out. I called again and was told to contact Sony. Sony doesn;t provide a phone support. I called Geeks again and asked to set up an appointment with a field service tech who has experience with Sony products. I was told that the service dispetcher will contact me within 24-48 hours. Did nto happen. I called again and asked as to what was the status of that call back, the agent had no clue and obviuosly no record of any call back requests. I asked to set up an appointment, was told that the first available is in 2 weeks. 

So 10 days after dropping $6K in Best Buy I still can't use the system and need to wait another 2 weeks? 

I asked to speak to a manager or supervisor.  This is when it went really bad. I spend a total of 2 hours on the phone, was transferred from  one department to another 6 times, and finally was told to hold for a supervisor. Then an agent simply hang up on me. 

 

I've had bad experiences with customer services here and there but I think Best Buy is far ahead of any of them. 

 

Posts: 173
Topics: 8
Kudos: 32
Solutions: 0
Registered: ‎02-08-2019

Re: Horrible service and very poor product knowledge

[ Edited ]

Hey there, Alex5228!

 

Thank you for joining our community here on the Best Buy Forums. Getting a new TV should be exciting, and I am sorry to hear that yours ended up not being what you expected. Since reaching out, have you received further assistance with this? If not, I am happy to see what may be possible. 

 

Best,

 

Jenni|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 2
Registered: ‎12-23-2020

Re: Horrible service and very poor product knowledge

Hello

 

Fortunatelly one of the Magnolia associates was able to come and help with the set up. At this point I am able to watch the TV through that $5000 home theater set up I bought besides TV itself. However the abslutelly rediculus level of customer service and extremly poor knowlege of products is an issue that will most likely turn me away from Best Buy to a competition. Two weeks of nightmare after dropping that much money - I think Best Buy should just return the money as an appology. 

 

Now I am having problem setting up the Harmony hub that for some reasons doesn't want to connectt to Marantz and Sony master class TV. Needles to say that the hub was also purchased based on Geeks recommendation. Can you help with that?

Posts: 173
Topics: 8
Kudos: 32
Solutions: 0
Registered: ‎02-08-2019

Re: Horrible service and very poor product knowledge

Hi there!

 

I am happy to see what may be possible. To start, please send a private message with your full name, phone number, and email address. You should be able to do this by clicking the blue button beneath my signature. 

 

Best,

 

Jenni|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!