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Samsung/19 Inch PC Monitor / customer service

1 4024 Wards Rd.Lynchburg, VA, United States Review updated:
Contact information:
Phone: 434-239-9885

On Aug. 24th 08 I return my less than 6 month old Samsung PC monitor fully expecting them to replace it that day with a new one being this one had completely died and I had also purchased the 4 yr.extended warrenty plan and was led to believe upon purchasing this that if anything were to happen to my monitor that could not be repaired there that I would be promptly presented with a new one that very day...what a FOOL I was to believe that! I was informed that it was pertectly fine and could be repaired but would have to be sent away to their service center.
I was upset right away that I'd have to be without this monitor for which of course meant I could not use my computer.

The geek squad guy assured me it wouldn't be that long, a week no more than 2 weeks it would be back. He said they'd call to update me and let me know when it was ready for me to pick up. The 2 weeks went buy, no call, so that Saturday I went back to the store to inquire about it. I was told it was still at the service center, they didn't know why it was still there unless they were waiting on parts, said they'd call me on Monday to let me know what was going on with it being the service center is closed on weekends and they couldn't call them until then.

Monday came and went, no call, finally on Wednesday I call them and they say they still do not know anything. The next Saturday I'm back at their store again standing in the long customer service line with all the other very unhappy people, finally after about 30 minutes or so I'm at the customer service desk and they're looking up my account and the status on my monitor. Guess what?!? They don't even know where it is at this point because the service center they sent it to shut down and they THINK maybe it was sent to the center in New York but they're not for sure. "Oh great! so they've lost my monitor now??" I said. Oh no mam we don't know that at all, it's just we don't know and we can't call the center being it's the weekend, we'll call you Monday to let you know. Of course they never call me, I ended up calling them only to be given the run around again. My husband then got into it and went to their store where they then said they were going to REPLACE the monitor...oh but not right then, oh no they are now waiting on a authorization number from the Samsung factory before they can hand over a new monitor to me.

My husband about flipped out at this point, demanded to see the head store manager, department manager and whoever else cared to hear a piece of his mind. How bad for their business as other customers were standing around hearing all this and getting a true sence of how Best Buy treats their loyal customers, very badly.
My husband left the store that day empty handed of course because Best Buy doesn't care about their customers at all or they wouldn't be treated as badly as we have been treated.
After he cooled down he called them a few days later after they had not called us on the "we will call you on Monday", to ask if they now had the authorization number so we could pick up this monitor and end all this nonsence. No they still did not have the number, I mean good grief how hard is it to get a number?? My husband tried so hard to remain calm on the phone so he asked the lady(department manager I think she was)if there was any way possible being we have waited so long that we could just come and pick up the monitor they owe us and let them worry about getting the number when they get it. She said she would ask her manager when he got in that afternoon if they could do that for us and that she would call us back one way or the other. We never received that phone call...it's now 5 days later and still no call. I tried twice calling them today only for the person who answered to tell me they'd have to connect me to the Geek squad department. The phone rang so many times it finally stopped and disconnected me, no one would even pick up the phone to talk to me.
I'm debating on whether or not to make the 40 mile trip back there tomorrow. I'm sure I'll be given the run around and lied to again. I'm just so tired of wasting my time being upset and angry at these people. I feel so very violated, as if I've been robbed in some way.
I am seriously beginning to wonder if Best Buy will EVER get this authorization number and if I will ever get this monitor at all.
Seems they have ALL the control plus several hundred of my dollars that they refuse to refund to me. It's been almost 2 months now and they have done absolutely NOTHING for me in all this because they do NOT care, this became oh so clear to me by the way they treat you and talk to you when you go into their store or call them. They will say anything to shut the complaning customer up and get them out of the store, even if it's the biggest lie ever!

Vi
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Comments

  • Yu
      7th of Oct, 2008
    0 Votes

    On September 17, 2008 I went to the Best Buy store located on rt 22 in union, nJ. This was due to the fact that I left my blue ray dvd a month prior prior because there was no sound. On two occaisions prior I went to this store location and they informed me the dvd was not fixed yet. Then when on went on the 17th of september, 2008 at approximately 8:30pm i was informed they couldn't find my blue ray dvd player. I was very upset because I spent over 7, 000 back on 12--31-2007. I asked to speek to the manager on duty. I waited for 30 minutes and no one explained what was happening and why i was waiting for so long. When the manager finally came he said they lost it and they will provide me with one of the selling floor. I asked can i get a new one and be able to open the box to make sure that everything was ok. I was told they needed to close and I had to leave. I said to wait i just wanted to open the box. I was told thatif i don't leave they will call the union police department. I said that please be patient i just wanted to be treated with respect and dignity. They called the union police department and I was escorted out the store. I was so humilliated and treated with such disrispect.

  • Yu
      7th of Oct, 2008
    0 Votes

    okay

  • Ge
      19th of Feb, 2009
    0 Votes

    Best buys service plans work sometimes. Once a product gets old, even if it would previously just be replaced at the store, it may have to go back to a service center so Best Buy can be credited for the return. The only time you can argue the service plan is if it was misrespresented. However, most customers refuse the service plan, then come in way after the return policy expecting that if they yell at the manager they will get better service. (Note: if you are rude, the sales staff, managers, etc will do anything they can to keep you from getting what you want) So keep a cool head, make sense, and you have a chance. They deal with people all day who depend on their advice to buy a product, and as soon as it comes time to purchase the service plan, all of a sudden the customer, who didn't know anything about a product, is suddenly an expert. It's not hard to get what you want at best buy. Butting heads with the staff is definitely going to be counter productive. It's a lot like dealing with a lawyer... they get you mad, you blow a gasket, everyone thinks you're crazy.

  • Ro
      19th of Jan, 2010
    0 Votes

    I used both BestBuy.ca and FutureShop.ca during the Boxing Day sale and have had a horrible experience with both. I ordered a hard drive from Future Shop which was shipped via Canada Post and they did not deliver for whatever reason and shipped it back to Future Shop. I called several times and they kept saying that I would get credited back the charge and I could reorder the item but they couldn"t guarantee I would get the sale price. I could not believe this is their policy, no wonder you have so many people complaining about your customer service. I also ordered a flatscreen TV from the Best Buy website on Boxing Day and they indicated that there was 100 units for each of the three territories but when I called because I hadn't heard anything they told me it was on backorder. I asked why if I was one of the 100 that got it on sale that they wouldn't have stock of them. I could not get a straight answer or even the same answer from any of the people I talked to. They indicated that the quantity that it shows on the website doesn't always reflect what they have on hand but in this instance it doesn't apply because if they have the 100 units that are on sale then they should have all 100 to ship. It doesn't say that we are taking orders for 100 and then we will order them once we receive all the orders which is probably exactly what they do.

    This will be the last product I ever buy from Best Buy.

  • Ta
      10th of Dec, 2011
    0 Votes

    Best Buy in South Salt Lake have the WORST CUSTOMER SERVICE I have ever experienced. I bought a refrigerator, over the phone, for my 80+ year mother-in-law, since hers went out. I bought it Nov. 20th. They delivered a BROKEN refrigerator Nov. 22nd. She went without food and necessary items over Thanksgiving. She lives on a very limited budget. Best Buy sent out a repairman that told her that the refrigerator didn't have coolant, etc... and would be replaced. After many phone calls and belittling my mother-in-law they finally agreed they would deliver a replacement on DEC. 7. I called them and they were able to move it up to Dec. 3. During this time, she kept her refrigerated item out on her balcony. She missed the delivery men, when she had to run an errand for her disabled daughter, that lives with her, for 10 minutes. Best Buy told her they would deliver it on Dec. 9. She pleaded and begged and they told her that it would cost her $69.00 to deliver it any earlier. My sister-in-law called and got someone to deliver it within an hour. However, the damage was done. Best Buy had succeeded in making my mother-in-law feel powerless, abused and taken advantage of. I called and asked to talk to the General Manager (GM) on Dec. 4th...no call back, I called Corporate and was told the GM would get back to me within 3-5 business day...no call back. Yesterday, I called Customer Relations(CR) and was told the GM would get back to me in 5-10 minutes, no call. I called CR and told them I wanted to hear from someone OTHER than anyone at the S. SLC store. Jeff, that is head of Delivery at the Best Buy in S. SLC called me 2 hours later and let me know, he couldn't do anything but he would talk to his GM and get back to me. Jeff called me today to let me know he talked to his GM and if my mother-in-law doesn't have food by Christmas, she should call them back and they will see how they can help her out. Still no call from ANYONE other than Jeff

  • Ch
      15th of Feb, 2012
    0 Votes

    "My husband bought a camera from Best Buy for $200 for my birthday in September 2011. From that time it has been in for repairs twice- defects in the camera-nothing we did. I have used my camera one month out of the six we had it. They refuse to replace the defective camera until it has been in for repairs 4 times..4 times!? I mean seriously- you would think after two they would realize the camera is clearly defective. Then the Geek Squad at Best Buy lied and said they send it out to Sony directly to take care of the problem since it's under manufacturer's warranty. Come to find out they never sent it to Sony they actually just use their own repair place and bill Sony. So they make money off of the repair and they do a crappy job repairing it. After the first repair it was back in the shop a 1 month later. We have bought so many things from Best Buy- NEVER AGAIN!!"

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