Best Buy review: Geek squad appointment scheduling

My husband and I are both elderly and disabled and just bought a new Sony tv and sound bar and subwoofer - which we've been saving up for and looking forward to getting what will most likely be our LAST tv at our age…at the Best Buy located in Altamonte Springs Fl. and spent over $4000 for everything including extended warranty provided by the Geek Squad Service Department. While we've had excellent sales service from Aaron and the guys who installed the tv itself were also very nice and knowledgeable and excellent representatives of this company - I'm afraid that CUSTOMER SUPPORT has already been extremely disappointing in just the couple of weeks since we first made our purchases there. It's frustrating enough to be continually being connected to "representatives" who have admittedly not even being located in this COUNTRY, I've literally spent HOURS on the telephone just today to TRY to set up an appointment to have the sound bar and subwoofer (which was purchased in the store but had to be delivered which was delivered quickly..) however when I called 3 different times AFTER I spoke to a representative who PRETENDED to be at the store in Altamonte Springs (which of course we found out later that he was NOT) and he told me that "they were so busy right now at the store that they didn't have time to make me appointment and that we would have to COME INTO THE STORE to make an appointment with the Geek Squad ourselves…" and then he went on, in a seriously curt and extremely rude manner that "if I was computer literate that I would know that I could already KNOW that I could set up an appointment on line…" and it's not so much what he said (although being lied to wasn't exactly what I call PROFESSIONAL or even Customer "care" but when I asked him for his name he actually hung up on me.. and I spent another 45+ minutes trying to contact someone else to help me. The next three people I spoke to were all very nice and apologetic about this incident however it STILL took a very long time to get an appointment made at which time I was also going to have to pay an EXTRA $110.00 to have the sound bar and subwoofer which I was originally told was INCLUDED in the Geek Squad Service that we're paying $200.00/year for and needless to say this just added to our dissatisfaction and that there's no way to identify who this horrible representative that I first spoke to so he obviously can't and will not be held accountable for so poorly representing this company as a whole exhibits a horrible Customer Service experience and based upon this event came very close to losing this large sale and cancellation of our Credit Card with Best Buy which I WILL be doing today. If someone can PLEASE help us here and at least try to right a terrible wrong ID appreciate it because we're so very disappointed in this company that we trusted and spent a great deal of money at any we don't want any other elderly unsuspecting people to have to experience anything like we just did. Thank you for your attention to this matter. Sincerely Dr. Jean Richardson and Albert Hoehener.