On April 12th my Insignia 55" Roku TV display went out that I had purchased June 2017, I had also purchased the 5 year protection plan as well, so I called and spoke with one of the most uncaring customer service people I've ever talked to. While I understood that due to covid they might have been limited on what they could do, this guy was of absolute no help. He didn't try to do any troubleshooting and told me well until techs can do in home repair the only thing you can do is buy a new TV. Well duh! Of course I could, however isn't the reason I bought this plan was to avoid having to do that? He offered no empathy or alternative or even an incentive to purchase another tv from them. So I hung up and drove to Walmart and purchased a tv from them. I waited until now 5/15 to call again because regardless I'm going to have my TV fixed under the plan. I got a young woman this time who put in an order, but then said she was going to have to work on scheduling the appointment and she would call me back later that day. I waited all day and no call back, so I called back again. If not receiving a call back wasn't bad enough, this time I get probably the worst rep possible. He answered the call in a disgruntled tone, what's your phone number, not hi how are you? May I have your number please? But whatever, so I explain my issue and the lack of follow up by the previous rep I spoke to and again, absolutely no empathy, ownership etc..he simply said nothing. I asked him if he'd like my order number she gave me, he responded curtly with I'll get to that. Geez! Once he asked for it he said oh well Arkansas isn't taking any in home repairs right now. Oh well great, why was I not told this this morning? I explained to him that I am disappointed in how they have handled this situation from the beginning, I've always bought all my electronics, appliances etc..through them and I didn't appreciate the run around. This guy just sat there and didn't say a word! Is this really acceptable customer service best buy? In his silence I asked him for a manager, he said sure. Again dead silence for 5 minutes, he comes back and says my sup is on lunch, she said to offer you a call back if that's okay with you. I said no because you people don't call back. He said okay let me see what she says, then he comes back and says he needs to call another department, that he will need to put me on hold. I sit there for another 2-3 minutes and the next thing I hear is an automated system asking me to choose what department I want to speak with. I'm so appalled and irritated at how poorly you treat your customers. At this point I will no longer be purchasing anything from best buy. I will get my TV fixed as I paid you an arm & a leg for the protection plan, but my dealings with you are done. During times like this, customers understand that you're limited due to the pandemic but show a little empathy for your customers when they contact you with issues. Behaving the way the reps did with my issue is going to push your customers away and considering how hard these times have been for retail, I'd think best buy would want to appease their customers as much as possible to retain loyal customers. I have worked in customer service for 15+ years for a major wireless carrier and if I ever behaved the way these reps did I wouldn't have had my job for this long. My advise here, don't act like a jerk, be honest with your customers and have a little bit of empathy for their situation. It's clear reading this forum that best really doesn't give a crap because there are no responses to most of the complaints but I certainly hope that will change.
