Complaint Review: Best Buy

Purchased a Sony 50 projection tv in 2006 along with a 4 year warranty. After 2 years, tv stopped working, no picture...no sound. Instruction book said to call for a service technician when this occurred. Called the number to schedule a service call. The number is 1-888-Best-Buy. Called on a Monday and the first available would be the following Wednesday. Was told the technician would call between 7 a.m. and 9 a.m. to let me know what time they would be out that day.

Technician called at 7:30 to let me know he would be out between 3 p.m and 5 p.m. that day. No problem. I had to call the technician at 5 p.m. because no one had shown up. Luckily I had caller ID and had his cell phone number. He advised that he was running late and he would call me back in 15 minutes to let me know when he would be there. It would have been nice had he originally called to tell me he was late. I never received another call from him, but he showed up at my door 25 minutes later. Great..

He proceeds to come in and pulls the lamp out and there is a little bit of dust on it and he wipes it off and puts it back in. He then goes to the other side of the tv..uses his little brush and then asks me what had happened prior to losing the picture. He then tells me that no only is the lamp bad but something else in the set has also gone out because of the dust????? He then tells me that "no one tells you this" but you should vaccum your tv for dust and proceeded to show me the dust.

Now mind you I dust all the time and there was only a few spots of dust on the tv when he got there. He also advised that he had already ordered the part for himself and that because he was late he would do me a favor and let me have his part. Sorry but this isn't a favor because I paid over $400.00 for a warranty and I'm entitled to the part. He tells me he would call me Friday to come back out and repair. He was there a total of 10 minutes.

I then call Sony to find out if I'm suppose to vaccum my tv and was told by Sony that no that was not the case...just normal dusting.

I then call the warranty department back and speak to a supervisor, who then advised that he would talk to the technician because he should not have told me that and that the part would get ordered and I would be taken care of immediately.

It is now Saturday and I receive a call from the warranty department of Best Buy and was advised my parts were in and to call to schedule a service call. I called and the girl tells me that my parts have been shipped and would be in Tuesday...and the first available appointment would be Thursday. I said no, I need a Wednesday appointment. Was told she couldn't do that, so I told her to get someone that could. Well then a stupidvisor gets on the phone...and here is my conversation:

Me: Yes I need to schedule a service call for first thing Wednesday morning...8 a.m.

Stupidvisor: We can not guarantee a time for service, all we can do is have the technician call to set up a time.

Me: Ok, then can I speak to the technician's supervisor and have them guarantee a time.

Stupidvisor: They are contractors. They schedule their own calls.

Me: Ok, then can I have the name of the contracting company.

Stupidvisor: I don't have that information. (WHAT???)

Me: Ok, let me ask you this...when this technicians receive their pay check, does it say best buy?

Stupidvisor: Yes

Me: Ok, so then they are employees of Best Buy...

long pause......

Me: Hello?

Stupidvisor: Yes

Me: Yes they are employees of Best Buy?

Stupidvisor: They are technicians

Me: Ok, let me talk to their boss at Best Buy, since you are not that person.

Stupidvisor: I don't have that information.

(Ok...so at this point, there is no reasoning with incompetence)

Me: Ok, well since you are a supervisor, you can make arrangements to schedule a call for first thing...I mean you are a supervisor and you can superceed the decision.

Stupidvisor: Let me see what I can do

(waited for about 5 minutes)

Stupidvisor: Ok, I have found an opening on Wednesday (how convenient) and have put in a request that you be placed on first call, but there is still no guarantee that that will happen.

Me: ok...thank you


I have had issues with Best Buy in the past with major purchases and this is the last time I will purchase anything from them again. In my opinion it is not the best buy in town...it needs to be renamed "Worst Buy".

I have never dealt with such incompentence in my life. No one knows anything and no one wants to do anything.

I will say that everyone I dealt with was pleasant...they were not hateful in anyway. They did remain calm considering they were dealing with me. So it just leads me to believe that they have a book that they read and respond accordingly...unless it's not in the book...then there is a long pause...

Nonameneeded
Sugar Land, Texas
U.S.A.

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