Complaint Review: BestBuy - Danvers Massachusetts

You never once went to the store to speak to someone. You can't reach someone by phone, you know your deadline, but you just keep trying to call for hours and hours and days and days. Sorry, pal, you were not proactive, you did very little to correct the issue, and you know it but it looks and sounds better to blame the store. No sympathy here.

I no longer work for Best Buy, but have dealt with situations like this before.. you need to be VERY specific with your language, as Best Buy has certain "trigger words.." and since you didn't use them.. I think there was some confusion between what you & the best buy manager said. >> They said I was past the 30 days and that they would not take it back end of story. I asked for a manger who said the only way they would take it back was if I got RA # from Panasonic.<<< the correct response here should have been... (doesn't matter if it's true or not) YES I have an RA number.. a best buy tech was out to my home 3 times already.. I recieved a call from Jennifer at Best Buy Repairs dept and was issued a "no lemon junkout" and gave me "confirmation # 56839382 " they told me to go back to the store & have either a Customer Service Senior or Supervisor (not a store manager, most are clueless) log into Best Buy Toolkit ... then look under "inhome service lookup" type in the "confirmation# and they would see that a replacement has been authorized (hate to tell people how to do thier jobs, but some people are never trained.) if still don't know what your talking about call the best buy 1-800# select #1 #3 and ask for TV repairs and have them explain it to the store staff about the in-home confirmation# and how to lookup at this point, they will either confirm you were actually given a confirmation# which authorizes you to get a new TV... or that Jennifer gave you a "case#" which does nothing but tracks your complaint .. so your back to square one.. if a new TV was authorized.. you need to decide (before you head back to the store..) if you want the same piece of junk model as a replacement.. or another model, if you want another model.. I would research on best buy website if the local store has it instock etc. even if you have to pay $100 more to upgrade to another model... if you run into any resistance from store managment.. simply say.. you know I didn't realize that TV's break so often down now-a-days.. I really should get the 3yr Best Buy service plan.. they yes, buy the $300 service plan.. **(see below for why) I would suggest picking up the new TV right that night in the back of your truck -vs- arguing if you should pay another $60 for a 2nd delivery and the possible delay or confusion.. if you were in fact given a case# instead of confirmation# and repair is the only way .. schedule repairs with BOTH Best Buy & Panasonic.. techs, the objective is to get an RA# from either of them.. doesn't matter if they show up & duplicate order parts etc. if you think you've gone though a hassle right now... this is nothing.. compared to having a TV break down every 3 months and having to wait 4 weeks for parts.. so your goal is replacement.. not fixing regarding "nobody answering the phone" Best Buy sales are down about 25% employee's hours have been cut.. (and Best Buy announced today more layoffs are comming at corporate & store levels) the #1 focus is checkout lanes & purchases.. that's why you'll see more employees on checkout lanes -vs- a 15min wait on the return line (hopefully you'll get frustrated and leave without doing a return so the store will keep your $$) the last priority is answering the phone (most best buy stores can't take credit card#'s over the phone for sales... only bestbuy.com & select instore pickup) **Best Buy manager's unofficially place customer's into two catagories.. those that buy Service plans who add margin to the sale.. and help's them to personally get a monthy bonus.. who they want to make happy ...and loosers that Don't ... you goal is simple... GET A NEW TV.. not to mess around with repair people.. when the TV dies every 3months.. your Bribe.. (I mean status as a prefered customer) by initally buying the service plan.. could help you get a new TV... once you get the new TV and it works ok... for a week .. you can always return the service plan either at the store.. (you might get some high pressure not to do the return.. or writing a cancelation letter to the corporate office) it's somewhat of a hassle but worth it .. if it gets you a new TV..