12-07-2019 10:11 PM
I am about four hours into a ridiculous experience with your online and phone customer support. The next step will be to contact consumer protection authorities if this is not resolved.
1) First, my problem:
This ViewSonic VG2439SMH computer monitor arrived Thursday and I installed it Friday. When I downloaded a user guide online, I learned the box was supposed to include a ViewSonic Wizard CD-ROM for additional software. The Best Buy website also says the CD-ROM is supposed to be included. But it was MISSING from the box. How can I get the CD-ROM mailed to me? The monitor installation was otherwise successful, so I don’t want the hassle of repacking, returning and exchanging it just to obtain the CD-ROM.
2) Now, the customer support nightmare:
I called customer service phone number last night. Auto response was that I’d have to wait an hour. So I tried Chat instead. I was #98 in the queue. Waited an hour for my turn. Then I had a 25-minute chat with a representative. Result: She said I’ll have to get customer service on phone to address my issue.
Called this morning. Told it was a 45-minute wait but I could leave my phone number for callback. I did. Forty-five minutes later, I picked up on first ring. Recorded voice said I missed the call, I would get another callback in 2 minutes. I didn't get a callback.
Tried again tonight. I got a callback in 45 minutes. The rep didn't let me fully explain and switched me to a tech support number. After 25 minutes or so, another rep picked up. She listened carefully but said her department couldn't help me. and I had to talk to the main number. I protested that I didn't want to wait another hour. Could she get me to the head of line? She was sympathetic and switched me. That was about 40 minutes ago. No one has picked up and I suspect because it's after 10 pm central time no one is going to pick up.
How about someone at Best Buy proactively reaching out to me to solve this? Or do I need to go to a store and get loud, or go to consumer protection authorities? I'll be happy to share with the CEO, Corey Barry, too. This is unacceptable.
12-08-2019 10:21 AM
Welcome to our community and thank you for taking the time to write in to us, although we wish the circumstances were different. I can certainly understand wanting to take advantage of any additional software that may be offered within that CD-ROM. We apologize for any inconvenience this may have caused you, as I know that not having that product included is not an optimal situation. We have a couple of different options we can look at to see if we can get that to you!
Being that the item was just purchased, you should be able to bring that in per our Return & Exchange Promise to exchange that product. If you were not interested in bringing this item to the store, then our next option may better suite you. Since this item is manufactured by ViewSonic, you could contact their support team directly to see if they may be able to assist with getting that CD-ROM to you as the item should still be under the manufacturer's warranty. ViewSonic's customer support information can be found here.
I'm hoping that since writing in to us, you were able to get connected to a representative to go over available options regarding your order. If you have any other questions or concerns, please don't hesitate to let me know!
12-08-2019 10:45 AM
I got through. The rep said Best Buy couldn't supply cd-rom and offered a $25 credit. I will try the manufacturer. More upset that it took more than four hours in multiple phone and chat sessions to get an answer than the answer itself. Better if there was email system where I could clearly explain issue and get on with other things until a reply comes in. This is a huge unnecessary waste of customer time.
12-08-2019 11:50 AM
Thank you so much for providing us with that update, although we never intend for there to be a long wait to get connected to a representative. This time of year, we do experience a larger volume of contacts, and our representatives handle the calls in the order in which they are received. We offer support through our social media channels and here on the Best Buy forums, in hopes of getting your concerns and questions addressed in a timely manner.
We appreciate your feedback on this! I would suggest sharing your idea on IdeaX here.