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New Member
Posts: 2
Registered: ‎02-16-2023

how to file a formal complaint to corporate

This is a preliminary description of our problem. NO ONE AT BB will help. We get a continuation complete run-around. We purchased a Samsung TV from BB on 11/25/22. It was shipped on December 1st & delivered on December 3rd. The TV was unboxed & installed on our bedroom wall exactly where out previous Samsung TV was installed in our bedroom. It took a few days to become accalmated to our new TV. We soon noticed issues with the TV's volume. We contacted SAMSUNG customer service at 800-SAMSUNG at least 3 or 4 times. One technician had me trouble-shoot the sound settings on the TV & mentioned that it seemed like the problem was with the TV. He mentioned that a Technician could come to our house & either fix the TV or replace it on the spot with a new TV. (The service also included unmounting & remounting the TV). Yesterday, February 15th, I contacted SAMSUNG to schedule an appointment for a technician. This advisor insisted that nothing was wrong with the TV but the problem was the peripheral devices connected. Basically the SAMSUNG warranty would not cover a technician since the problem, according to him, was not with the TV so we would be responsible for the cost of the technician's visit plus we would be responsible for unmounting & remounting the TV. (No one was able to verify the cost of the technician's visit nor would we be reimbursed for the cost & inconvenience of having a third party to unmount or remount the TV). If the TV was truly defective, SAMSUNG would give us either a new TV or refund our original purchase price. It seems that SAMSUNG is attempting to make us jump through hoops & wear us down & hoping we would just go away. Regarding Best Buy: It is next to impossible to speak to anyone with authority to help us. Called the Best Buy Store & it is impossible to speak to the Store Manager. The national call center suggested to go to the store & speak to the store manager is person. Bad Idea. What do you do if you drive all the way to the store & the store manager is not there. Attempted to call the Geek Squad. My call was directed to SAMSUNG. Attempted to call Best Buy Corporate Office: Never reached a phone option to speak with a Corporate Employee who could possibly help us. Somehow was able to find your private message. Please note: Will be able to furnish specific TV model information & the specific problem we are experiencing.
Social Media Specialist
Posts: 198
Registered: ‎10-12-2021

Re: how to file a formal complaint to corporate

Hello, Constella47, 


Thank you for reaching out to us here on our Forums although I wish it was under better circumstances. We strive to provide the best customer service possible. I am sorry to hear that your experience thus far has not been satisfactory. Getting a new TV is usually a joyous time I know I would have a hard time with out mine so I can understand how you feel. If you please, could you send me a private message with your full name, phone number, email, and order number to start. To send a private message simply click the blue button to the right of my signature.    



J.Ezra|Social Media Specialist | Best Buy® Corporate
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