Complaint Review: Best Buy - Pittsburgh Pennsylvania

Just a warning for anyone planning on purchasing a TV or warranty through BEST BUY...avoid it at all costs. This is what we have been dealing with:

April 26th -Day 1- TV is 4months old and completely stops working, called Geek Squad that Friday & was told it would be over a week until someone could come.

May 4th -Day 2 (8 days later)- Following Saturday tech shows up with no parts to fix the TV/ takes it apart to ensure it is the panel that needs replaced. (We knew this on day one & they could have sent the panel with the tech on day 2)

Tech advises us it would be no more than 5 days to get the panel shipped and installed. Tech calls dispatch to order panel, hangs up and tells me he will be back on the 15th (11days from day 2, certainly not 5).

At this point (already frustrated because tech was to be at our home between 12-3, did not show up until 4:00) we are left with no other options but to wait so we agree to wait the 11 days and set an appointment.

May 15th -Day 3 (11 days from day 2, now 19 days from original call )- tech shows up with panel & begins taking the TV apart (while watching him work on this it is very evident to me that he doesn't seem to know what he is doing & is very confused). Tech finally gets the panel installed & back together, than proceeds to ask if its ok if he just leaves it on our living room floor for right now until my husband got home to lift it up (our TV sits on a ledge above a fire place, which is where he initially removed the TV from on his own). I advised him that I would help him lift it back up on the ledge (which again he was perfectly capable of doing on his on, but just was lazy & didn't want to be bothered) so that we could plug it in to ensure it was fixed. Tech never even plugged it in prior to my request to even ensure that he fixed it. At this point I'm completely annoyed with this tech and about to be late for work so once I see that the TV is plugged in and the display is working I tell the tech thanks & have a good day and he leaves.

Later this evening my husband comes home and notices there is some type of light coming out of the side of the TV & also being displayed in a half-moon type shadow on the TV screen as well. After inspecting the area here we realize that the tech must have put something together wrong & it caused the whole left side of the TV screen to actually buckle away from the actual hardware/frame of the TV. I call best buy (local store) extremely upset because this is now becoming a nightmare and I want the TV replaced. It's 4 months old shouldn't be broken & having a $2000 TV taken apart and put back together 3 times really doesn't appeal to me.

Once I get connected to the store I ask to speak with a supervisor, store rep says ok & transfers me to an 800 #, not a supervisor like I requested. Thankfully the young girl who answered the phone was extremely nice and very empathetic to our problem and the way it's been handled. I advise her of the whole situation (was extremely pleasant with her) and explained to her that at this point I really feel the TV should be replaced. She speaks with another department who "denied the replacement request" & tells me that she can schedule someone to come out and "fix" the TV again. She advises me that if they come to the home again and need to order a new panel or part due to this one being damaged by the tech the TV will be replaced, because it would be more than 14 days since the original appointment on May 4th.

Feeling completely option less I agree & request that she please not send the same tech out who reassembled the TV improperly. Agent was extremely understanding and called to get us the earliest appointment possible which was 3 days away on may 18th.

May 18th -Day 4(now @ 22 days from original call) Appointment was schedule & due to a family emergency I had to cancel the appointment. I contacted Best Buy advised that we needed to reschedule & an appointment was rescheduled for the following saturday the 25th, because it was again a whole week before they even had any appointments available in my area, which makes me wonder how many other people are dealing with these issues, since every time I have spoken to them they seem to be so overwhelmed with appointments and not enough techs.

May 25th -Day 5(now @ 29 days from original call) Appointment was scheduled & due to having to work I had to cancel the appointment, contacted the tech who called to say what time he would be coming and asked if he had anything available after 2:00 that day which is when I would be available, he advised me he did not (which is politely accepted and understood, because it was same day & I was the one canceling the appointment). Tech tells me he will schedule me for the first appointment available either tuesday or wednesday morning (monday was a holiday). I accept and let him know to please not send previous tech and that due to work appointment must be early in the morning. Tech says ok and advises me he will put me in for first available appoint on tuesday or wednesday morning. I agree and we end the call.

---- now in the meantime a random part for the TV has been delivered to our home from Best Buy? we were never told they were sending a part & are completely confused as to why they would even send us an internal part when the actual tv panel (screen/display) is bent and bulging or buckled away from the TV frame.

May 28th & 29th (now at 33 days from original call) No one ever calls or shows up for promised appointment either day.

May 30th (now at 34 days from original call) I wait around to see if anyone calls or shows up thinking maybe the tech made a mistake and meant wednesday or thursday. Again no one calls, no one shows up. Later in the day while at work I receive a message from a lady with the Geek Squad (extremely rude) advising me that I need to call and reschedule my appointment so they can install the part they delivered. I call and speak with a rep with Geek Squad advise them that a tech was supposed to be coming to review the damage to the panel and determine if we need a replacement, that I have NO IDEA why they sent us a part that does not need replaced (i'm assuming this was to cover them from their "14 day policy" and they were just hoping this part would magically fix our bent panel). I advised the rep that I was already promised a rescheduled appointment and no one showed up & that I am extremely frustrated with best buy and their lack of customer service. Rep calls dispatch and manually request an appointment for me for the following morning. I made it very clear to him that it had to be early in the morning & it has been notated on our file/case/order to please not send the same tech who messed up the TV.

May 31st (now at 35 days from original call) I receive a phone call from SAME TECH who messed up the TV letting me know HE would be coming to our home between 11:00 & 12:00 to repair the TV. I kindly let him know that I was to be scheduled for an early appointment and that I will not be home for him to come between 11:00 & 12:00 because I will be at work. Tech says "ok" & hangs up, never offers to reschedule the appointment for me or apologizes for anything.

I contact geek squad AGAIN and explain the situation for the 10th time and advise them PLEASE DO NOT send that tech to our house & that now we need to schedule ANOTHER appointment to get this taken care of. Rep is completely un-empathetic to the situation and says ok let me get you to dispatch to schedule a new appointment. I speak with a man at dispatch who advises me the soonest appointment available is next week on thursday, 6 days from now. Completely option less again I agree and schedule the appointment. I also made it very clear to him that this must be an early morning appointment and to PLEASE not send the same tech. He says "ok i've scheduled the appointment with another tech for early morning thursday."

June 6th (now at 41 days from original call) . . . . . . .

After dealing with this experience I will never purchase anything from Best Buy again and it is pretty much the only store of its kind that I have ever shopped at for any type of electronics, appliances, or any similar items. Waiting over 40 days for a tv to repaired that is only four months old is completely unacceptable. HH Gregg sells all of the same products and has a much better warranty option which offers full replacement on defected or broken items with next day delivery. I definitely foresee that we will be making all of our future purchases from a competitor to Best Buy in hopes of never dealing with their poor customer service again.