Best Buy — unacceptable repair and customer service
I purchased a 42" LG Plasma tv from best buy approximately 10 months ago. I have been a regular customer for many years and I am pretty sure that is over now.
3 Months ago my TV made a pop sound and the screen went away. I called in to Best Buy repair and opened a repair ticket (Job code 5916582).
I was told the earliest the tech could come to my home was approximately a month away (May 11th). I was told the Technician would call before he arrived and given a 6 hour window.
The day of the 11th the technician did in fact call me, however instead of coming out to my home he asked me a few questions, told me that he knew what it was and would "have to order a part" the technicians name was Norman.
He asked me for all of the model and serial number information off of my TV... even called me back once for additional information and then informed me that it would take 3 to 7 days for the part to arrive, at which point I would receive a return call from "routing" to set up a technician to install the part.
Two weeks later I had still not received a call back so I placed a call into best buy. I spoke with a routing rep named Gary on 5/25 and he told me that he was calling the tech and to please hold.
After being on hold for 10 minutes he informed me that the tech was checking his truck for the part and I would recieve a call back from him that day with an update.
Of course that day came and went with no return call from Gary. So once again I called in this time asking for a supervisor.
A supervisor named Sean listened to my situation and then said he would place me on hold to contact the tech and routing to determine what my situation was. After sever times being placed on hold Sean came back to inform me that he could not get a hold of the tech.
He said he emailed him and left him a voice message. He went on to say that he needed to give the tech 48 hours to respond per policy. If I had not heard back from him or the tech in 48 hours I should call him back. He then gave me his internal extension.
So 48 hours goes by and still I have not heard from Sean/Best Buy or the Tech.
I call back in and ask to be put through to sean, I am informed that he is not in... they can however route me to a different supervisor.
I am routed to Kyle I again explain my situation. Kyle apologizes but then goes on to tell me he doesn't show any parts ever being ordered... further he tells me the best he can do is re-schedule a tech to come out and gives me a date sever weeks out!!
I inform him that is not acceptable. He then places me on hold and calls routing. Comes back and tells me he can have a tech at my house Sat the 2nd of June (today). Well here I sit and the tech has still not called or showed up.
Working towards three months of calling for repair on my Best Buy purchased LG HD TV and I have yet to see any Tech, I apparently do not have my part on order yet and I am no closer to watching the HD TV I purchased from BEST BUY.
I have spent on average several thousand dollars a year at Best Buy and was a loyal customer but that is now over.