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New Member
Posts: 3
Registered: ‎06-18-2018

TV repair issue/customer service compaint

I purchased a Samsung TV in Feb '18. Just started having issues. I contacted customer service to find out about my warranty I purchased. I was on hold for customer, transferred to geek squad, told it was magnolia so had to talk to them. Transferred to appliances, sent back to geek squad, than again magnolia(supposedly). A geek squad member answered and was about to transfer me again until I told find out who can help and not make we wait. Finally geek squad said its them. This was after 2 hours total of holding. Than I'm told I have to wait 5 days for somebody to look at my tv to determine if it's the TV or One Connect Box. From there, they will order the replacement. My question is, why did I purchase an protection plan with Best Buy when I have to deal with the hassle of being passed around and told to wait over a week before there's a solution? I'm just over the 90 days, why cant I just return and exchange for the same model or same price. I may be willing to pay more. I know the company is going to replace the OCB and sell it as refurbished, that's how I purchased my surround system. This is completely unacceptable, I'm starting to wish I never purchase from best buy to begin with. I have a 65' paper weight that costs 3k. I hope you guys actually contact those who leave posts
Posts: 1,693
Topics: 42
Kudos: 218
Solutions: 84
Registered: ‎10-19-2017

Re: TV repair issue/customer service compaint

Good Afternoon, JGlass,

 

I know from personal experience how frustrating it can be if your TV isn’t working correctly. I had to schedule service for my personal TV back in January when it started shutting off randomly. While it sounds like your experience setting up the diagnostic appointment over the phone did not go as smoothly as we would like, I’m glad that you were able to get your service scheduled.

 

Though I cannot guarantee a specific outcome, I would be happy to take a look at your situation. For me to do that, please send your full name, phone number, and service order number in a private message. You should be able to send a private message by selecting the blue “private message” button in my signature. I look forward to hearing back from you!

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎06-18-2018

Re: TV repair issue/customer service compaint

Best buy strikes again!!! My scheduled appointment was for today 6/29/18 between 8a-12p. All of my confirmation emails from the day off and yesterday state that, even the call I received last night stated that. This morning I wake up and the email says 12-4p, i call cost serv and they confirm it was changed and nobody knows why. I've had it with this tv, the customer service and overall the company. Nobody has cared or done anything to make any of your companies faults right. The only time anyone has cared is when I swiped my card 4 months ago to buy this tv and soundbar. Since then, I've been dealing with holds, the run around, reschedule with me unaware, stores and associates passing the buck and finding it impossible to file a complaint or get any resolution. I want my TV fixed immediately or my full refund!!!
New Member
Posts: 3
Registered: ‎06-18-2018

Re: TV repair issue/customer service compaint

Now that they came out to repair, that didn't work and I have to until 7/12/18, 2 weeks to get another part and try again. This is unbelievably ridiculous, is this common for guests to have this type of service or am 8 the unlucky exception? Forget trying to get a hold 9f anybody who will or can actually go above and beyond to get my situation rectified, this is by far the worst service experience I've ever received!!!
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Posts: 9,106
Topics: 424
Kudos: 627
Solutions: 399
Registered: ‎09-29-2008

Re: TV repair issue/customer service compaint

Hello JGlass,

 

Thank you for your messages. My name is John and I'm responding on behalf of Allan, who is currently unavailable.

 

Just as for you, my time is precious and the delay of an appointment can create serious inconvenience. Also having a repair take longer than expected can be quite frustrating as I know from my own experience. I was unhappy to hear that your repair remains an ongoing issue and I apologize for the obvious inconvenience you've incurred.

 

I was able to review the repair log and note that, as you indicated, a further repair is scheduled for July 12. Please be sure to let us know how that repair goes and whether the service call is successful.

 

Please know I am grateful you took the time to share your concerns with us. 

John|Social Media Specialist | Best Buy® Corporate
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