Rocketfish

[ajbaumann]

Dear Best Buy Customer Service,

I am having problems receiving communications from your Rocketfish brand support team. On 14 August 2019, I filed a claim about a failure in my Rocketfish RF-HTS4218 7-Outlet Surge Protector Strip. During this original call, the associate informed us that we will receive a response from the escalations team within 72 hours.  After 72 hours, we had not received any follow-up but decided to wait 3 business days in case the associate misspoke.  I called on 19 August 2019 and was informed 7-10 business days from the original claim for an email.  I called on 28 August 2019 and was informed that it should have been 4 business days and that they could do nothing for me.

I am posting you in hopes to get resolution on this case.  We lost a few thousand dollars of equipment because of this surge protector’s failure.  These are supposed to be covered under the $800,000 connected equipment guarantee.  We have already gone 2-weeks without our household electronics.  I request that this gets resolved quickly.

Respectfully,

Anthony and Andrea

[Mariah-BBY Retired: Social Media Specialist]

Good Morning, ajbaumann,

Thanks for reaching out to us to share your experience with seeking some additional assistance from Rocketfish under your warranty. It does sound like your experience may not be in-line with what we’d like to think our customers can expect from us. We’d highly recommend giving Rocketfish a call at (800) 620-2790 to discuss your concerns further. They’d be best positioned to continue to assist you.

Respectfully,

[ajbaumann]

Unfortunately these are the individuals that I have been in contact with for over two weeks. They have continually missed their timelines by more than double. I just do not have faith in them and this as their support forum and Best Buy I was hoping could assist.

[Mariah-BBY Retired: Social Media Specialist]

Hello, ajbaumann,

Please know that we did share your experience from our end using the information you shared with us upon registering; however, we’re not positioned to offer assistance on these kinds of matters here on our community. We’d highly recommend continuing to work the support teams over the phone. You're more than welcome to keep us in the loop if you continue to hit road blocks and we'll be happy to share them here internally. 

Respectfully,