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New Member
Posts: 2
Registered: ‎10-23-2017

Really disapointed with Best Buy right now

   I purchased a 65" Samsung TV on 6/25/15 along with the extended service plan and an additional $250 to have the TV calibrated. On 08/29/17 I had to have the TV repaired under the extended service plan.  The Best Buy techs (2) came to my house and replaced the main board. Doing this reset my TV back to it factory settings so I lost the calibration I paid for.  One the the Techs told me that I could contact customer support and make arrangements to have it recalibrated.  

    I tried it for a couple of months but determined that I like the picture better when it was calibrated. I contacted customer support today 10/23/17 to make arrangements to have the calibration redone under my service plan since the TV is still covered. 

   I first spoke with a young lady who was constantly placing me on hold for 5+ min at a time while she tried to work through some new system she said they had just started using.  When she finally came back after "Checking with some co-workers"  she told me if I wanted the calibration to be redone I would have to pay for it again.  Keep in mind that the main board was replaced due to no fault of mine.  When I was not happy with this response I asked to speak with her supervisor.

   The supervisor (Tim) told me that the young lady was correct and that I would have to pay for calibration again since it was a new service.  I tried to explain to TIM that I was not asking for a new service but only the service I had already paid for.  I felt like TIM was trying to say that I was trying to get something for free, which I do not think is the case at all.  I just want it back to the way it was before the main board went bad. At the end of the call, as I was getting more and more aggravated we CONVENIENTLY got cut off and no return call in an attempt to placate an un-happy customer.  

   I have been really happy with best buy in recent years and was more that pleased with the techs that repaired my TV.

I also try to give BB as much business as I can because I know it can be difficult to compete with Amazon but I am sure I would not get this kind of customer support from Amazon.

   I would really like to remain a Best Buy customer but unless I get this situation resolved I will be giving all my business to Amazon.

   As a side note I recorded my conversation with TIM.

Posts: 2,957
Topics: 37
Kudos: 248
Solutions: 160
Registered: ‎08-21-2017

Re: Really disapointed with Best Buy right now

Hello FrankCravey-

 

Thank you for taking the time to register to our Forums to let us know about your experience with the Geek Squad. I am sorry to hear that there have had so much difficulty getting assistance with getting your repaired TV recalibrated. Calibration makes a huge difference so I am happy to help you look in to this for you. 

 

After doing some research in to our TV Protection Plan page there's some further information that should help. As you can see it states that "We'll also recalibrate your repaired TV if you purchased TV calibration with your Plan." Since you purchased your TV calibration on the same transaction as your TV and the protection plan, it should not be an issue getting your repaired TV recalibrated. 

 

I would recommend contacting the Geek Squad again to ensure that they are aware you purchased your protection plan on the same transaction as your Protection Plan. They should be able to get that scheduled for you.

 

Please let me know if you have any further questions or concerns, I am happy to help. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎10-23-2017

Re: Really disapointed with Best Buy right now

I contacted Best Buy shortly after receiving this message.  I was given a recalibration appointment within five minutes of making the call.  Two days later a Geek Squad tech. came to my house and the calibration is done.

   I am still disappointed by the service I received from my initial call but very happy that the issue has been resolved to my satisfaction and will continue to be a loyal Best Buy customer.

 

 

Thank you for your support in this matter.

Posts: 2,957
Topics: 37
Kudos: 248
Solutions: 160
Registered: ‎08-21-2017

Re: Really disapointed with Best Buy right now

Hi there FrankCravey-

 

I am happy to hear that you were able to this issue resolved and have your repaired TV calibrated. I absolutely understand your frustration from the first call and I am disappointed to hear that you were given incorrect information. 

 

I will be sure to log that experience here at our Corporate Office for internal review. We take your feedback very seriously so we can continue to improve our customer service experience. 

 

Please let me know if there is anything further that I can assist you with. I am happy to help however I can. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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