- Report: #403382
Complaint Review: Best Buy - Aurora Colorado
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Best Buy
13801 E Mississippi Ave Aurora, 80013 Colorado, U.S.A.
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303-338-5797
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Best Buy Won't honor Perfromance Service Plan and inept Geek Squad Aurora Colorado
About 2 years ago we purchased a 50" TV, surround sound, and 4 yr. extended service plan from the local Best Buy store. We spent $3,400.00.
The trouble started about 5 months ago when we changed cable providers and the surround sound failed to play the digital sounds in any manner. I called the Geek Squad, paid $100 dollars and they came to the house, said they had no idea why...and left. I called the store manager and they apologied but offered no further assistance.
On 12/03/08 the TV screen simply "died", sound (not surround) but no picture. We called the 1-888-Bestbuy number and eventually found someone to acknowledge our valid service plan and set an appointment 8 days later to come to the house.
The Geek Squad arrived when scheduled and said there were probably some defective parts. He made an internal adjustment which seemed to get the picture back and then he left. The picture went out again in about 2 hrs.
The next day we called the 1-888 # again and finally got another person to order the parts listed as probably defective by the Geek Squad guy and set another appointment 8 days out to repair the TV.
A new Geek Squad guy arrived with no parts, had no idea what occurred before and said many parts were defective. He told us to call the 1-888 # and promised he would order some parts...and he left.
Many phone calls later, the 1-888 #, the local store, and finally corporate and we are left with the following 1) we have to wait for the parts to arrive which are supposedly ordered 2) they will call us when the parts arrive 3) we must then call the 1-888 # to get the Geek Squad to respond to the house hopefully to fix the TV 4) the compnay has policy, even with the service plan, to attempt to remediate the proble for 4-6 weeks before we can request another course of action 5) we are not clear and corporate will not confirm what the next course of action is.
Buyer Beware at Best Buy. The service plan is a joke. The Geek Squad is inept. Coorporate Policy is more important then customer service.
Bottom Line. About 1 month without the 50 TV (probably no great loss in the scheme of things) and we don't even know if the parts are truly ordered this time. There is a priciple here which I beleive is important. Best Buy apparently doesnt.
R cimms
Aurora, Colorado
U.S.A.
The trouble started about 5 months ago when we changed cable providers and the surround sound failed to play the digital sounds in any manner. I called the Geek Squad, paid $100 dollars and they came to the house, said they had no idea why...and left. I called the store manager and they apologied but offered no further assistance.
On 12/03/08 the TV screen simply "died", sound (not surround) but no picture. We called the 1-888-Bestbuy number and eventually found someone to acknowledge our valid service plan and set an appointment 8 days later to come to the house.
The Geek Squad arrived when scheduled and said there were probably some defective parts. He made an internal adjustment which seemed to get the picture back and then he left. The picture went out again in about 2 hrs.
The next day we called the 1-888 # again and finally got another person to order the parts listed as probably defective by the Geek Squad guy and set another appointment 8 days out to repair the TV.
A new Geek Squad guy arrived with no parts, had no idea what occurred before and said many parts were defective. He told us to call the 1-888 # and promised he would order some parts...and he left.
Many phone calls later, the 1-888 #, the local store, and finally corporate and we are left with the following 1) we have to wait for the parts to arrive which are supposedly ordered 2) they will call us when the parts arrive 3) we must then call the 1-888 # to get the Geek Squad to respond to the house hopefully to fix the TV 4) the compnay has policy, even with the service plan, to attempt to remediate the proble for 4-6 weeks before we can request another course of action 5) we are not clear and corporate will not confirm what the next course of action is.
Buyer Beware at Best Buy. The service plan is a joke. The Geek Squad is inept. Coorporate Policy is more important then customer service.
Bottom Line. About 1 month without the 50 TV (probably no great loss in the scheme of things) and we don't even know if the parts are truly ordered this time. There is a priciple here which I beleive is important. Best Buy apparently doesnt.
R cimms
Aurora, Colorado
U.S.A.
3 Updates & Rebuttals
J G Shrugged
Austin,Texas,
U.S.A.
As for the shipping time...
#2Consumer Comment
Wed, December 24, 2008
Depends on the brand of the TV. I know of one company that basically doesn't stock any parts in the U.S., so they have to come from overseas. As for the OP, keep fighting. I would call them to the mat for each time they came out as a repair request. Period. If it broke 2 hours later, then the next visit counts as the next repair request.
Mike
LAKESIDE,California,
U.S.A.
Amazing shipping time
#3Consumer Comment
Wed, December 24, 2008
I am very skeptical of the shipping times they ( not just geek squad, most repair places) if 2+ weeks for parts to arrive. I repired my vizio plasma set recently ( easy to repair, just ordered a new mother main board, cost under $200 with exchange). I ordered the part online, had it here in 4 days from fl. ( we are in san diego). I think they make the long shipping time just to make it seem like their work/skill is a big deal. for me, repair time was less than an hour ( mostly taking the back off the set, unpluging a few connectors and putting the unit together agin)
Kristy
Beverly Hills,California,
U.S.A.
how to get your TV Fixed.
#4UPDATE EX-employee responds
Mon, December 22, 2008
you need to call Geek Squad and request a refund of the $100 you paid, or file a credit card dispute.. The reason for the confusion is that PC Repair /TV Installation is handled by 1-800# for geek squad but TV service plan repair is handled by the 1-888# for Best Buy. to make this more confusing, they refer to everything as "geek squad" but there are differn't groups.. you shouldn't have paid anything to have a repair tech come out to your home to fix your TV. In regards to the TV repair, typically the process is the guy comes out to the home ... confirms the TV is broken & what parts need to be ordered.. he orders them you wait 2-3 weeks for the part to come in.. then you call the 1-888# best buy number they come out and fix it.. if the parts take more then 45days to come in then you can request a "no lemon junkout" on the old TV and authorization for a brand new TV... this date is technically measured from the day the parts were ordered.. but most people have started the request about 30days from the date the first repair tech visit. On day 30 (not before) I would call the main corporate switchboard for Best Buy Corporate during business hours.. it is listed on thier website (see investor relations section not customer service) and ask for the Executive Resolutions dept. *Be POLITE & CALM* .. explain the situation , have a copy of your reciept, PSP# & all paperwork. the person will need 48-72hrs to look into it and they will either expedite the repair or approve a new TV for you. If a new TV is approved, it's not based on the price you paid, (but cannot exceed the price you originally paid) but rather "specification for spec" meaning if you paid $3500 for a 50" 1080i TV.. you want to print out the specs for that TV.. then compare to specs of new TV's on best buy website.. & figure out what you like... you might end up with the cheapest $1800 50" 1080i as the model Best Buy says is the most compadible FREE replacement - this is why researching new TV's & taking printouts into the store is important before going in for an approved exchange.. (or if no 1080i exist they would upgrade to 1080p 50" TV) your NOT going to get a new 60" $3300 set under the theory you orginally paid $3500 once this is agreed on .. say you wanted to upgrade to a new 70" model. that costs $6000 they would apply the $1800 (not the original $3500 paid) to the higher end model. or you could do the direct exchange for free.. if the TV is repaired instead of replaced, your required to have the TV repaired 3 more times (where parts are changed) before you can request the item be declared a lemon & replaced.. unfortunately this situation happens literally hundreds of times a day.. there are no exceptions..., yelling screaming, protesting outside the store carrying signs (usually get's the customer arrested for Tresspassing), calling the Better Business Bureau (BBB) or the Attorney General's office won't change this.. most TV repairs typically take about 30days and your without a TV for that long.. *SOME* Store manager's allow a customer to purchase a 2nd open box TV at full cost as a loaner then allow the item to be returned after 30days, without a restocking fee. if the situation goes beyond 60days with still no repair.. and you've contacted the executive resolutions dept with no help.... then the last hope is contacting your local TV station Consumer help /problem solvers etc. most business hate bad PR.. the best they can do is a TV replacement.. and maybe a $20 Gift card for your hassle.. (which of course you will use to spend over $100 in the store with) I agree the situation isn't great.. but nobody cares about you.. it's about making $$$ lastly .. if your TV has a Bulb in it (ask the repair tech) be sure to have it replaced before the 4yr warranty expires. GOOD Luck
