Best Buy lack of CS - We have billions of cust and don't have time to contact you

[Groesbeck Hurricane]

I hate to gripe about things, but this has me REALLY angry!!!

We bought a new 32" Sharp Aquos widescreen LCD in February to replace our old ~12 year old Panasonic 19". Everything worked great, wonderful picture, sound quality acceptable (running through some Bose 901s sounds fabulous), and we can finally use some of the S-Video stuff on our old equipment.

We also bought a best buy 4 year extended warranty, I don't usually do this type of thing but thought it might be a good idea and the cost was low.

Started having issues with the TV going blank, still had wonderful sound. The source did not matter, antenna, DVD, VHS, did not matter. I called customer service to schedule a service call. Three week wait and I cannot take to the store as they cannot work on this size of TV... 28 June service tech shows to work on TV.

He turns the TV around, grabs one S-Video cable and shows my wife that the cable moves. He states our problems are related to using old cables. He never checks the TV, never talks about the lack of picture, and NEVER checks that the cable is plugged in.

I get home, check the connects which are all tight! The circuit is good on the cable in question and it is a NEW cable. The cable is not stiff as a one aught braided wire, but is no less stiff than my power cord from the TV set in question.

I have service guys cell phone number so I call him the next day. He states the cable is bad, I relay the information. He states the cable is bad and there was no need to check to see if it was connected properly. He'll come back out sometime Friday afternoon to look at it again since the TV picture is still not working all the time.

I relate that I will not be there but my wife will be. He states that a woman cannot understand this type of thing and he is not going to waste his time.

[Groesbeck Hurricane]

I hate to gripe about things, but this has me REALLY angry!!!

We bought a new 32" Sharp Aquos widescreen LCD in February to replace our old ~12 year old Panasonic 19". Everything worked great, wonderful picture, sound quality acceptable (running through some Bose 901s sounds fabulous), and we can finally use some of the S-Video stuff on our old equipment.

We also bought a best buy 4 year extended warranty, I don't usually do this type of thing but thought it might be a good idea and the cost was low.

Started having issues with the TV going blank, still had wonderful sound. The source did not matter, antenna, DVD, VHS, did not matter. I called customer service to schedule a service call. Three week wait and I cannot take to the store as they cannot work on this size of TV... 28 June service tech shows to work on TV.

He turns the TV around, grabs one S-Video cable and shows my wife that the cable moves. He states our problems are related to using old cables. He never checks the TV, never talks about the lack of picture, and NEVER checks that the cable is plugged in.

I get home, check the connects which are all tight! The circuit is good on the cable in question and it is a NEW cable. The cable is not stiff as a one aught braided wire, but is no less stiff than my power cord from the TV set in question.

I have service guys cell phone number so I call him the next day. He states the cable is bad, I relay the information. He states the cable is bad and there was no need to check to see if it was connected properly. He'll come back out sometime Friday afternoon to look at it again since the TV picture is still not working all the time.

I relate that I will not be there but my wife will be. He states that a woman cannot understand this type of thing and he is not going to waste his time.

[Groesbeck Hurricane]

I angrily tell the service person I will follow up with corporate and he is NOT welcome to step foot in where we live. I then hang up.

We call best buy back and they inform us it will be ANOTHER weeks wait. Wife files sexual harrassment complaint!

Second repair person shows on 5 July. He quickly diagnoses that the Video Processor is bad and that the micro processor might not be operating correctly. It would be best to replace both of them. He lets me know it will be three to five business days and they will reschedule for fixing the TV at that time.

13 July I call back and cannot get through the phone system. It hangs up on me. I figure it's what I get for waiting until Friday afternoon to follow up.

16 July I get misdirected (human error) to the wrong department then disconnected on the phone transfer. I got to listen on hold for more than 10 minutes how they have thousands of spare parts in stock and can help us out quickly. I also got the "your call will be answered in the next two minutes" message four times in that time frame.

After being hung up on by the system? I called back only to get disconnected when the system could not understand the numbers I was entering. I called back, got an operator, and demanded to talk to a supervisor. Several minutes and some re-directs and I got to talk to a supervisor. She apologized, took my information, and promised to call back in 48 hours.

Guess what??? I got a call three days later when I was in a meeting and told them I would call back. The number they gave? A call center to redirect you to Lowes or best buy or someone else.

VERY angry I call back 888 best buy and demand a manager. I end up with a woman who is VERY put out having to talk to me. Apparently the technician ordered the wrong part or ordered the part incorrectly or the part is not in stock. She was telling me to wait and they'd get back and trying to hang up. I DEMANDED to know why they had not contacted me before.

Here is where this supervisor gave me a lesson in customer service best buy style: We have billions of customers and don't have the time to follow up on parts orders that don't show or contact every customer and tell then what is going on.

I was floored AND mad now!!!!

[on-ramp]

bring the TV back to their store and smash it on their heads.

take your business elsewhere. I've heard similar stories from ohers concerning Best Buy. I will never shop there

[Groesbeck Hurricane]

I inform the person that I consider this as two service visits and best buy will provide me with documentation to show the first and then the second visit. she states she will have the first service call information sent to me and someone will get back to me in 48 hours. We both hang up.

I call back after calming down. Get a live body and demand Corporate. I keep after them, get misdirected and lost. I call back and DEMAND corporate. Got someone after a few minutes who claims to be corporate help and we back into the story. I'm angry because this started ~5 June and this is 16 July and STILL the TV is not fixed. We can watch it sometimes, but it doesn't work all the time. I bought and paid for it on the spot and I expect this to be handled.

The man acted helpful and apologetic (why did it have to get to this state and why did I have to get so *(&#$(*&@#*($& angry???). He said he was sending a 100 gift certificate, I'll use it to get something but I told him I AM VERY soured on this company and I'll be talking!!!

He promised that withing five business days he will be getting back to me with a date the TV will be fixed.

Yes, I have everyones employee ID (Can you believe they gave me valid ones???) and I have this last person's phone extension and the case numbers. And yes, they are following up on my Wife's complaint of sexual harrassment. It does not fit their book, but it does fit their book of lousy service.

Thanks for letting me rant and let me know if you have any thoughts....

[Dave L]

I also have a Sharp Aquos and had a problem where no sound would come from the TV. I called sharp directly and they had a guy (3rd party) out that day. Unfortunately he couldn't fix it onsite and it took nearly 3 weeks for a part to arrive. Call Sharp directly if you are still under manufacturers warranty.

[Groesbeck Hurricane]

Good sentiments but then I have to replace the TV on my dime. Right now with their dis"service" agreement they have to replace the TV for me. I'm going to keep on their dime right now.

But boy am I angry!!!!!!!

[Evans, Marv]

Go for it and kick their butts. Seems like nowadays the mode of operation is to move the merchandise and to hell with anything else.

[t951]

Simply ask them where to send the litigation documents to. That you are going to make this a legal issue (whether or no you are). That may spark something.

[Joeaksa]

Did you pay for the set with a credit card? I buy all of my big ticket items using an AmEx card and it doubles their warranty. As well if they do not get the item fixed within a certain time period then we get AmEx involved.

No major retail outlet wants to lose AmEx business so they usually work things out.

[Groesbeck Hurricane]

Joe,

We used the USAA card, but their involvement might not help. We had one other problem with a trailer earlier this year and USAA was of ZERO assistance. First time we have not agreed with their actions...

[Neilk]

send a certified letter to the CEO... Although she/he won't read it, one of their underlings will and get your issue resolved... better yet, contact one of your local news station consumer affairs correspondent.

[BGCarrera32]

Not to add insult to injury, but your first clue should have been the crap service in the store...I refuse to deal with them at all anymore on anything beyond CDs or batteries.

All good points...contact Sharp directly, contact your card company, OR return the set directly to the store and demand a refund regarding a non-honoring of their dippy service contract. Sending a service a tech out every few weeks and wasting your time on the phone is not an honoring of their end of the deal in my opinion.

I would likely use t951s approach while you are standing at the counter with the TV set...

[Gogar]

These people don't seem happy either:

http://www.consumeraffairs.com/retail/bestbuy_exwars.html

[Groesbeck Hurricane]

Yep, should have done more research. Seems like TONS of people are getting ripped new ones by them.

[84porsche]

I would take the TV back to the particular store you bought from with the receipts and ask to speak to the manager on duty and let them clean this mess up. Show them the extended warranty and make them replace the TV on site. That is pure crap the way they are treating you.

I have generally had good luck with Best Buy. But Dell is someone I won't buy from again.

[Seahawk]

Originally posted by 84porsche
I would take the TV back to the particular store you bought from with the receipts and ask to speak to the manager on duty and let them clean this mess up. Show them the extended warranty and make them replace the TV on site. That is pure crap the way they are treating you.

I have generally had good luck with Best Buy. But Dell is someone I won't buy from again.

Bought a HD LCD from BB that went sneakers up in four days!!! We bought the set since I upgraded to HD DirecTV. I have not bought a TV in over 10 years.

I got "Heismanned" for an hour or so on the phone...got very frustrated with the whole, "four weeks for a service call" bravo sierra. Called the local BB and said I'll be there in 45 minutes with broken TV and will get a replacement.

Parked our front, went in and got the manager. He helped me unload the TV while a replacement was brought out.

After a certain point, face to face is the only way. My situation is a bit different, but I wish you luck.

[tab tanner]

I have yet to se true customer service buy a corprate company. I have been at odds with DHL for over 10 months now. Best buy I would now set foot in!!I would take the TV back to the store with a few other people as witness and demand a NEW tv, Make a seen no retailer will like this!! Be nice but be FIRM, Have a video camera rolling you my need this in court. I had a similar thing happen with Lowes, I wanter to buy a water heater ans spoke to the sales person about it they said that they would get one off the rack and meet me at the front of the store. After 35 min of waiting and NO one to help me, I had asked 3 other sales people and got alot of shrugged sholders and NO customer service I SNAPPED, I crawled up on the rack my self, pushed a water heater to the edge slide it down to the floor and dragged to to the front of the store, I mean buy this time I am beyond PI$$ED, I asked to speak to the manager he comes over and asked if there was a problem. I explained the whole problem I had with NO customer service and all I wanted to do was buy a water heater, He gave me some sort of a I don't care look, So I raised my voice, and made it clear that Sears, Home Depot and others sell water heaters as well and have customer service and don't make there customer climb up racks and drag there purchase to the counter to get the I don't care look. After he saw my frustration and heard my anger, I calmed down and I think it was a real eye opener for them! I paid for the water heater they loaded it in my truck and they where very nice to deal with. I think the big box stores will just blow you off until your in there face with a problem. I don't want to be the bad guy! But I run a business as well If I did this to my customers even once I would lose my customer base, my reputation and above all else any money I hope to earn. I think the big box stores could care less!!!!!!!!!!!!

[azasadny]

David and Tab,
Sorry for your problems as I've been there myself. To get the lowest prices, customer service has been sacrificed and it's only getting worse. I've had great experience with Dell (PC's, laptops and a big screen TV) and Home Depot (all GE major appliances in our house), but I really try to shop at local "mom and pop" stores whenever possible. Unfortunately, our local appliance store went belly up a few years ago.

Nowadays, it's noteworthy if you get good service and that's a very sad state of affairs...

[stomachmonkey]

I know it's a PIA and takes up room but this is one of the reasons I NEVER discard the original box. Bought a 62 in projection last year. The "coffin" is in the garage.

Much easier to return for an exchange when you bring it back in the box.

I also never call CS. I go straight back to the store and return things that don't work.