The complaint has been investigated and
resolved to the customer's satisfactionResolved Geek Squad/Best Buy — tv repair
resolved to the customer's satisfaction
I purchased a tv and a 4 year extended warranty plan from Best Buy. In January '09 the bulb warning light came on indicating the bulb was about to go out. I called Best Buy to schedule an appointment. they sent out a Geek Squad tech. to my home a week later and he ordered the part and he said I would be called back with an appointment time. 2 weeks went by with no call. I called them to find out what the status of my replacement bulb was. They then told me the bulb was on backorder. I was told someone would call me back to sched. an appt. when it was in. I waited a week and no call. I then called again and they said the bulb was in and that they would call me back with an appt. Again no phone call. I called them the next day and was given the run around. finally after talking with a supervisor they scheduled an appointment for another 2 weeks. The tech. finally came out to my home to install the new bulb he then left. Immediately after the new bulb was installed there was an strange smell of burnt plastic. The picture was fading and the tv turned itself off. I immediately called the Geek Squad, I told them that my tv was working fine before he replaced the bulb. I was told the tech. could'nt get out to my home any sooner than the following week. I was upset because now I have a tv that does'nt work . I insisted that they squeeze me in sooner, I was told a supervisor would call me back and try to schedule me in sooner than next week. Nobody ever called. I called them back and had to settle for original appointment. When he came out he took just a quick look at the tv and ordered the replacement parts that were melted inside the tv. He never bothered to figure out why this had happend. He said he would have the parts shipped overnight and someone would call me to schedule an appt. to install the new parts. This appt. happened March 12th. I called the following Monday and was told the parts were in but I would have to wait another 2 weeks before they could send him out again. We were already a month and a half since original service call and 2 weeks with no tv. I asked to speak to a supervisor and she told me she could not schedule me in sooner but would have a supervisor from the scheduling dept. call me back the next day. Again, no call. I called them and asked to speak to another supervisor. He scheduled me in sooner for the repair. On March 18th the tech. came back to replace the melted parts and left. No sooner than he left the same problem occured. I immediately called Geek Squad and I asked for a supervisor because I was very upset the problem was still there and the tech never bothered to diagnose the cause of the problem. The supervisor said she would have someone else call me back and sched. me another appt. and again nobody called me back. I had to call them back and now the scheduled appointment is for April 7th! With NO gaurantee they will fix or even look into the cause of the problem. They only schedule appointments to come out and order new parts but will not pin point the problem. it seems like its just a big guessing game for them. meanwhile we have no tv. I called them numerous times because I can not wait any longer. They refuse to return my calls and they dont seem concerned at all. By April 7th, this will be five weeks with no tv and over 2 months since original service call. I WILL NEVER BUY FROM BEST BUY AGAIN!!! HORRIBLE CUSTOMER SERVCE. if you do buy from them dont pay for warranty.