Complaint Review: Best Buy Geeksquad

I am no longer willing to play the game of calling Best Buy weekly only to be told that some supervisor will research and call me back because they can't locate the service repair guy, they can't locate the parts, etc. This is beyond ridiculous and from the number of complaints out there on the web with agencies like Consumer affairs and the BBB, one would think that an organization as large as BestBuy would have very minimal complaints about their extended warranties that the sales staff are all too happy to suggest. I just finished reading Case #57126133 for Gary Meek. If you refer to this case, a representative named Seng Xiong clearly states "we have made a few policy changes and updates to our guidelines and policies. The new addition to our service guideline is that if we are not able to get the part or parts to repair your TV within 14 days of us ordering the part, we will submit your TV for an exchange". The part for my Whirlpool Dryer was supposedly ordered by the local service contractor for BestBuy on 2/13/09. When I called the service tech for an update on when the part would be received, I was told he had to order the part from Best Buy corporate and it would be in by the end of the following week, 2/20/09.

This was my last call with the local service tech as he no longer returns calls to me or Best Buy for that matter as I have been told by numerous Supervisors they are researching the problem with the parts and can't locate the parts. Each call placed to Best Buy ends up with me being told to wait 2-3 business days or 3-5 business days and the supervisor would be calling me back with a status.

I have spoken to the following Customer service reps: William, Amanda, John and Darryl who mentioned I should be able to receive approval for a replacement due to the uncertainty of the parts order status. I didn't mention anything about a replacement until it was told to me I was entitled to receive one. That conversation was 3/11/09 and the request wasn't even submitted until 3/13/09.

I have spoken to the following Supervisors: Terri, Trisha and Ashely Employee ID #152912. All of which claim to be researching the problem and will get back to me after 2-3 business days. At this rate, my warranty will have expired come the fall of 2009 and I am no closer to having my Dryer fixed or replaced. So I call again on 3/16/09 and I'm told to call back in 2-3 days because it will take the replacement department that long to approve the replacement request that Darryl offered on 3/11/09 and sent on 3/13/09.

I call 3/18/09 and I'm now told I'm not eligible for a replacement and the parts were shipped overnight on 3/16/09! I politely informed Ashley Emp#152912 that I spoke to Amanda and Terri(Supervisor)on 3/16/09 and neither had any notes on the so called ordered parts, yet now that I call to follow up on 3/18/09, now all of a sudden there are notes in the system regarding the parts and I have to wait, yes you guessed it for someone to research whether the local service tech received the parts. I even asked Ashley(Manager) does this seem like acceptable customer service to you? If the shoe were on the other foot, would YOU trust anything that you were told by Best Buy? All I ever get is Sir we apologize and sympathize with you. I don't need another apology, I need a working Dryer!

Then I find on Best Buys website that they will reimburse up to $25 for Laundry expense while you are waiting for repairs. Well there's a catch there as well. I have to write a letter to yet another department which I'm sure they will want a receipt. Laundry Mats are electronic now and they don't have receipts. I'm not going to waste my stamp for $25 when I have spent 5 times that amount since 2/11/09. After all was said and done BBB Case number 57126133 was resolved by the customer getting a replacement. I am seeking to have my Dryer replaced with a comparable model. I don't care if the parts are platinum at this point!

Karl
Riverview, Florida
U.S.A.

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