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New Member
Posts: 2
Registered: ‎05-24-2019

Customer service complaint and Protection Plan sold under false pretences

[ Edited ]

My problem is I purchased a Samsung Q6F 82" television from the River City Marketplace location in Jacksonville FL. I was sold the 5-year protection plan with the TV. I was told that this protection plan would cover any problems I would have with my TV if warranty did not cover it. One day i came home after work and turned on the TV and part of the screen was blacked out and there are lines running both horizontal and perpendicular on the screen. I called BestBuy to try and get ahold of the geeksquad for my protection plan and I told them my problem. Their answer was they don't do screen replacements and to call samsung. So I called samsung as instructed and after about a week a samsung technician came out to inspect the TV. The tech came in turned the TV on and left after stating that apparently the TV had been hit with something and that my LED in the screen was cracked and that it was not a warrantable repair. I have no idea how something would have hit it or who would have hit it. So after receiving this information I tried calling the store again to get ahold of someone who could help explain to me what I purchased since no one is willing to repair my $3500 TV I purchased within a month and a half ago, but could not get ahold of anyone who could. At this point I went to the store to talk to the store manager and try and resolve this situation. I explained what has happened up to this point to the manager. The entire time i was speaking with the store manager he was being short and unwilling to speak with me on the matter as if I were the least of his worries. After being told time and time again that my TV wasn't covered by "malicious" acts or damage he finally decided to send a Geeksquad member out to my home to look at it knowing that it would waste both our times and also waste company money to send someone out to take a glance at the TV and walk out, which is exactly what happened. At this point I have called corporate 3 times. The first time I called I got placed on hold with a Home and Entertainment Services member and then disconnected after a breif hold as the member searched for information on the matter. I called back again and explained my situation. This member seemed more willing to try and help me than anyone as of yet. She told me that my best option would be to talk to the DOD(Department of Delivery) District Field Manager and explain that no one has physically diagnosed it other than visually inspecting the unit from a glance rather than properly diagnosing that my LED is cracked. She then transfered me to the DOD to speak with the District Field Manager. I spoke with another woman who answered after being transfered. She took my information as previously explained before to the lady in Home and Entertainment Services. She then proceeded to place me on hold for a few moments and then a man from GeekSquad billing answered the phone and had no clue as to why I was transfered to him. I was then told to call back and try to reach the home and entertainment services department again. At this point I am beginning to become very frustrated as to why I cannot get ahold of those I need to speak with in relations to this problem. I speak with yet another Home and Entertainment Services assosiacte and explain why I am calling, what I was told to do and who I was told to talk to. She quickly cut the conversation short and explained to me that there was no need for me to speak with the District Field Manager and acted as if there was nothing she could do to help me. Out of frustration I hung up the phone. What I am so confused about is how I purchased this TV only for the sheer fact that I thought my TV would be covered regardless of what happened to it as long as I had this protection plan, yet when I have explained to anyone who was at corporate or not, their best answer is "I'm sorry for your inconvenience" and completely ignore the fact that I was sold this Protection Plan under false Pretences by the salesman that sold me the Tv. Now I am expected to pay back $3500 for something that doesn't even work right and after all this time being wasted for people to come "diagnose" my TV it has added another month since this problem has occured. The Tv itself is roughly a little over 2 months old and I am expected to pay for it without being able to receive its full effects. I think thats a horrible way to treat a customer who just spent $3500 on a Tv. The Tv itself isn't even worth $3500 if it breaks this easy and I have no explaination as to what "hit" it. I would also like to know if this is such a problem to replace this item or fix it why there is no kind of coverage for such a thing. BestBuy or whoever else needs to create an insurance plan that can be sold with these products to prevent this from happening. No one should have to worry about buying a brand new appliance or any kind of elecrronic device and expected to pay the exact cost of it if something were to happen to it in this short period of time. What can we do to resolve this? The intial problem occured just over a month from the date of receiving my product. My email is {removed per forum guidelines}. Thank you.

Posts: 364
Topics: 15
Kudos: 81
Solutions: 25
Registered: ‎07-23-2018

Re: Customer service complaint and Protection Plan sold under false pretences

Hi there, Rjrking98,

 

Thanks for connecting with us on our forums. We always love new members. I do wish it was under better circumstances, however! I know that having a broken electronic is never a great time, especially something like a new TV.

 

First, I do want to apologize. It sounds like you have not gotten to experience the excellent customer service we pride ourselves on. Multiple phone calls without a resolution you are happy with are never fun and I'm sorry that happened! 

 

Unfortunately, as you have already found out, Geek Squad Protection on TVs does not cover physical damage. We do make this information available publicly in the terms and conditions for your plan. I apologize if there was any confusion around this. 

 

While it does sound like you have already explored any options we may have, we would still love to take a closer look at your purchase. Would you be able to send us a Private Message with more information? Please be sure to include your full name, email address, and phone number. 

Austin|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎05-24-2019

Re: Customer service complaint and Protection Plan sold under false pretences

Yes I am willing to send a private message. How would I do that?
Posts: 364
Topics: 15
Kudos: 81
Solutions: 25
Registered: ‎07-23-2018

Re: Customer service complaint and Protection Plan sold under false pretences

Rjrking98,

 

You can send a Private Message by utilizing the button in my signature! You may need to access our site from a non-mobile device in order for the button to properly display. 

Austin|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!