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New Member
Posts: 2
Registered: ‎12-08-2020

Customer Service Failure

On Sunday 12/6/2020 I purchased a 55 inch Samsung Q80T from Best Buy in Menominee Falls, WI. After testing the TV and then mounting it to my wall the sound cut out in middle of a show on Monday 12/7. After following all protocols, rebooting, checking settings, and speaking with a Samsung Rep they advised I reach out to Best Buy for a replacement TV. This is where everything went horribly wrong. I called the Menominee Falls Best Buy directly and after being on hold for 45 minutes I called the Best Buy corporate help line. They could not confirm my identity since another person had my phone number prior to me and they had a Best Buy account. This process took about 35 minutes. After creating an account to confirm my identity I spent another 2 hours between phone calls and online chats with various Best Buy reps who could not find my order since I didn't have a Best Buy account when I purchased it and didn't buy it online. They were unable to use any number on my physical receipt to confirm the purchase...which is insane. I was finally told straight up by the 5th person I talked to that they could not help me. Since then I've been trying to call the Menominee falls Best Buy and have spent a grand total of 3 hours and 35 minutes on hold. I try over my lunch breaks and drives home. I still have a broken TV, am out thousands of dollars, and have been told by Best Buy they can't help me and the one store that can won't answer the phone and is only open when I'm working. This whole experience has taught me that Best Buy customer service is a completely and utterly incompetent. I spent over $2,000 at Best Buy that Sunday and that is the last dime they will ever see from me. 

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Trusted Contributor
Posts: 2,709
Registered: ‎02-07-2011

Re: Customer Service Failure

Was it delivered by best buy? If it wasn't you need to take it back yourself for exchange or refund.
New Member
Posts: 2
Registered: ‎12-08-2020

Re: Customer Service Failure

It was not. It’s crazy that I had to sign up for a forum to get that answer and nobody from customer service could tell me that.
Posts: 632
Topics: 27
Kudos: 111
Solutions: 29
Registered: ‎02-08-2019

Re: Customer Service Failure

Hi there, tbgski77,

Thank you for joining our community here on the Best Buy Forums! I'm sad that it were under these circumstances, but appreciate you taking the time to bring this to our attention. I can understand how you may be feeling, as getting a new TV should be an exciting time. Having any type of issues with its performance can definitely put a damper on things, and I hope to be able to shed light on the best route to take.

As nckhammond mentioned, it the TV was picked up from a local store, bringing the TV back to that location within the Return & Exchange Promise would be the best step to take at this moment in time. Since reaching out to our team, have you been able to visit your local store regarding this?

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 18,491
Topics: 3,254
Kudos: 653
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Registered: ‎09-29-2008

Re: Customer Service Failure