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Member
Posts: 12
Registered: ‎11-20-2014

T.v warranty thru geek squad worst experience help loyal customer

I had appointment on 04/05 2019 on a t.v purchased November and has purple tint a known issue. The tech says sorry known issue we will replace it theres no replacement parts to fix. He tells me hes waiting on Sony for a R.A number what ever that means. I call today geek squad to get a R.A number so I can go the store and get a replacement t.v. ..

As I call the rep he tells me there appointment set at 4/12/2019. I was never told this by the technician he said You will get R.A number that's why I called.. What can be done I guess iam screwed trying to give hope in resolution before complaints and cancelling best buy credit card for best buy...
Best Buy Employee
Posts: 747
Registered: ‎01-09-2015

Re: T.v warranty thru geek squad worst experience help loyal customer

Basically, Sony is the one replacing your set. RA means return authorization, so when Geek Squad is waiting on Sony to issue the return authorization unfortunately both Best Buy and you are in a holding pattern. Oftentimes, the technician’s Manager will put a placeholder date on the calendar that is subject to change pending Sony’s issuance of the RA number listed above. Most technicians will not give you this information until the necessary parts/RA number is issued so as to not call and cancel/reschedule if the hold up isn’t resolved prior to that date.

Since you are waiting on Sony to provide Best Buy and Geek Squad with the information, this would have the same outcome no matter who came out to repair the television. Hold tight, it sounds like your technician is on point and following the normal procedures. You should have a resolution soon.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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Registered: ‎09-29-2008

Re: T.v warranty thru geek squad worst experience help loyal customer

Hello, Elvis405,

 

Welcome to our community. There is nothing more frustrating than having to wait for the final outcome of a repair situation. I find myself currently in a similar position with my car! I regret your having to cope with these circumstances.

 

jdogg836 offers some very good advice and insight into your situation. I was able to review documentation of your service and can confirm that the return authorization (RA) was requested. As soon as Geek Squad has the RA information for Sony, you should be contacted with the needed information to acquire your replacement TV. I apologize for the imposition upon your patience in the interim.

 

I hope this helps. Thank you for writing to us.

John|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 12
Registered: ‎11-20-2014

Re: T.v warranty thru geek squad worst experience help loyal customer

I will be patient but one week till I get a replacement and it's a known issue and the tech already verified. Why do I have to wait can I just drop the TV of get replacement you guys worry about that in the back end. Sales guy upsales on the warranty easy replacement and it's never easily last time took two weeks on my previous t.v... I just bought this t.v in November
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Best Buy Employee
Posts: 747
Registered: ‎01-09-2015

Re: T.v warranty thru geek squad worst experience help loyal customer

This isn’t using the Geek Squad Protection, our processes are internal and don’t involve Sony. As this is being done by Sony under manufacturer warranty, we have to follow their process.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Member
Posts: 12
Registered: ‎11-20-2014

Re: T.v warranty thru geek squad worst experience help loyal customer

So guys I am back update on the situation on hold for 25 minutes when I set myself for callback. Get Geek squad on the phone and they tell me I have to talk to rep on another department on this matter. You should've called the replacement number 18666139853 iam what. She says yes hold on let me tell them your situation then I'll transfer you to them.. Then 28 minutes later on hold again guy goes yeah the techs have your authorization number gives me the same phone number says your all set call 9am till 530 eastern time. Then he discos the call super mad right now of the lack of respect and wasted time..So done with Best Buy and Geek squad called again asked for supervisor on hold 15 minutes then discos the call. Very disappointed that's all got to say
Posts: 85
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Registered: ‎10-03-2017

Re: T.v warranty thru geek squad worst experience help loyal customer

Hello, Elvis405,

 

Thanks for giving us an update on your case! Passing you back and forth on the phone is definitely not the kind of experience we want for our customers, and I do apologize for any inconvenience this experience may have caused you.

 

I’d like to take a deeper look into your case, but I will first need to gather some information from you for verification purposes. If you will please send me a private message that includes the following, I’ll do my best to help:

 

  • Your full name
  • Phone number
  • Email address

 

To send me a private message, please click the button labeled "Private Message" in my signature below.

 

Sincerely,

Vince|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 12
Registered: ‎11-20-2014

Re: T.v warranty thru geek squad worst experience help loyal customer

No new information given now get a email next appointment April 18 wow pathetic. Called Sony to see what's the status cause nobody is calling me and updating me. They say that tech updated and sent pictures on the April 10.. The tech was here April 5 wow the delays are epic. All I want is my replacement if I knew it was like this why did I buy the geek squad warranty 🤔🤔🤔. Sony said they will replace my unit for same one or comparable. In which Geek squad said they will exchange for the price I paid as I do not see 70 inch t.v for $784.97... Oh well wait another three more weeks thanks bestbuy for your support .
Posts: 85
Topics: 8
Kudos: 23
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Registered: ‎10-03-2017

Re: T.v warranty thru geek squad worst experience help loyal customer

[ Edited ]

Hello again, Elvis405,

 

I do apologize that you have not heard from me since we last spoke on Friday, as I have been out of the office since then. We understand how you feel completely, and are doing our best to assist you while we wait for the return authorization (RA) information from Sony. I have sent you another private message on here, and ask that you refer to there for additional information!

 

Sincerely,

Vince|Social Media Specialist | Best Buy® Corporate
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