Help!!!! Still Getting Totally Screwed By Best Buy

[ayabe]

Originally posted by: muskyx1

Originally posted by: nealh

Originally posted by: muskyx1
Told him the only satisfactory resolution is one that involves never having to deal with BB again. Getting it fixed means having to rely on their PSP in the future if anything goes wrong.

did they offer a new TV as well???

No, they just offered to use someone else to take the TV away for repair.

Man I really sympathize with you. I'm really surprised that they haven't just caved and given you a new TV. I worked for BBY when I was in college and I can tell you that my store would have exchanged your TV way before things ever got to this level. It would kill their margin as the tv might be considered a total loss and junked out or the store would send it to the corporate service center, pay to have it repaired and then sell it again at a huge discount.

The only conclusion I can come to is that the people in that store and district are total pricks more worried about their bonuses than satisfying their obligations to you. What they don't realize is they are going to be driving away your business and the business of others which will very speedily add up to losing more than $1500 or so of margin on this tv if they had just exchanged it.

Unfortunately, every BBY store has this same kind of set up with their TV repairs, they have to contract whoever is close and will charge them the cheapest rate to perform their warranty repairs, and I can tell you that almost all of these mom and pop repair places are just as bad.

As a former technician I had to constantly deal with customers who went through exactly the same kind of experiences. Almost noone is satisfied with the quality of service they get through their PSP. But the policy in my store was to exchange tv's when these extreme circumstances were encountered.

Hope you get a new tv, best of luck.

 

[josh6079]

Originally posted by: fr0mat
I talked to a Best Buy employee that didn't even know what a Wii was.

Wow.

 

[Matt2]

After reading this thread I am both saddened and terrified.

In November '06 I purchased a 50" Samsung DLP HDTV from Best Buy. So far I love this TV and Best Buy actually gave me a smokin hot deal on it ($1350 compared to the tag price of $1699). I subsequently bought the 4 year service plan thinking I would be safe from product failure, but after reading this horror story I can almost guarantee I'll going through the same BS in a year or two.

I just finished my business law class last semester and clearly there is a breach of contract here.

I for one will never buy any big ticket items from Best Buy again to protest the treatment that our fiend muskyx1 has endured.

Who's with me!?

One final thought, the GM of that Best Buy is a coward and I would be contacting the regional office and demand the GM's job on a silver platter.

 

[SPARTAN VI]

Originally posted by: Matt2
I just finished my business law class last semester and clearly there is a breach of contract here.

Sadly enough, we'd probably need to see the document to determine whether or not there was a breach. Given that they do actually replace the item after four pathetic repair attempts, they just might be within their contract. Maybe the "defined terms, communicated to offeree" include a vague phrase like "processing period" which allows BestBuy to run the poor guy around for months before getting his TV back.

Was there something else you were referring to though?

 

[fierydemise]

I think you're going to lawyer up, they aren't going to listen to anything but threats.

 

[MegaWorks]

Wow! Thanks for this very interesting story muskyx1. I know that I won't be dealing with Best

Buy for my next TV purchase. It's funny I got an offer as a supervisor in the

computer department for Best buy and now I'm glad I refused the offer. I'm happy that

I'm still working for Staples even it's a cheap company.

 

[blckgrffn]

No TV from best buy for me anymore, and I live in the twin cities. I hope they read this.

Nat

 

[SPARTAN VI]

Did I respond to this thread with my friend's experience? He bought a 42" samsung DLP HDTV from BB, bulb blew out the next day. Some guy picked it up and he got a new TV the following day. I still hate BestBuy, but... that was awfully fast of them.

 

[apoppin]

Originally posted by: fr0mat
I talked to a Best Buy employee that didn't even know what a Wii was.

if he was playing with it when you asked ...

now that would be a story
:Q




BB simply doesn't comprehend *customer service*
:thumbsdown:

 

[CHNO]

I'm sorry to hear of your misfortune with Best Buy. In addition to other popular discussion forums such as this I would vigorously pursue other media alternatives as well. i.e., newspaper and television. Also file a complaint (if you haven't already) with Canada's Office of Consumer Affairs and any other (governmental) consumer advocacy organization. Perhaps it may be helpful to contact Consumer Reports and inform them as well. Also I recommend notifying Samsung of the poor-to-nonexistent customer service that you're being forced to endure at the hands of one of their retailers that involves one of Samsung's products. The more pressure you bring to bear the better IMHO.

Unfortunately it appears that your only adequate recourse may require legal action. BTW, if you pursue legal action I highly recommend obtaining a written statement from Samsung regarding the specific policy w.r.t. transporting their RPTVs; this would help your case.

Sadly, here in the 'States one of the A/V chains where I did business occasionally - Magnolia Hi-Fi - was acquired by Tweeters and Tweeters was eventually acquired by Best Buy.

In light of numerous ongoing complaints regarding unsatisfactory or unacceptable customer service, not the least of which is highlighted by Best Buy's untenable behavior toward muskyx1, I will never purchase any products from Best Buy or any of its subsidiaries.

Good luck muskyx1 in your battle against Best Buy, I'm pulling for you.

PS

After reading the PSP it appears that you may have the option of filing a claim directly with the obligor - Assurant Services Canada - if Best Buy's fails to cover your claim or refund your money within 60 days of your initial claim.

 

[40sTheme]

Good luck versus Best Buy. A friend of mines sister recently applied for a job at Best Buy for the Geek Squad. She immediately said no way when she saw that the training they were to go through was in sales rather than tech support/customer service. They were told that they're main purpose was to get the customer to buy tech support packages from Geek Squad more than their job was to actually help and fix things. Down with BB.

 

[aka1nas]

Originally posted by: josh6079

Originally posted by: fr0mat
I talked to a Best Buy employee that didn't even know what a Wii was.

Wow.

Just to play Devil's Advocate, why should the employee know what a wii is unless he works in that area? I wouldn't expect someone working in the appliances or even computer section to necessarily know about every product that he doesn't actually sell or deal with daily.

 

[Journer]

well i skimmed through and ill try and help the OP out as much as i can:

some info on me:
i worked at BB for 2 yrs, i know how things work, i know how customer service, reutns, PSPs, and PRPs work...so...that said ...here goes

1) some poster said get a lawyer or threaten to take legal action. I personally would not do this yet. Mainly because you will really piss of the management and they WILL go to court with you and have the biggest lawyers, I've seen it before and guess what, the Joe Schmo lost.
2) Someone was whining about how they couldnt do the service on-site. There are lots of reasons, but the main ones are basically insurance. Even though the companies they contract out or (if you have a bigger best buy) their personal repair employees are supposed to be certified, the insurance only allows some rapirs to be done at a BB or Manufacturer repair site. It is total BS, i know, we had to send a bagillion ipods to apple when we could have fixed them all in one week. But that is how it goes...
3) If i am not mistaken the PSP has some specifics about DLP TVs and blubs. 1) i think you are limited to 3 bulbs no matter what. 2) i dont think any bulb counts toward lemon policy.
4) You people who think BB is big brother are so stupid. Yes your return habbits are tracked but so is every other transaction. BUt no one goes around saying OMG THEY RETURNED THREE THINGS IN THREE DAYS!)! (* ! NO RETURNS FOR J00!!!!!! Thats total BS. The problem is most likely customers who had illegitimate reasons for product return (BTW everything is on the back of the receipt...read it before you go in)

here is my advice: Work the system. I know it sucks and it is a grueling proccess but it works, trust me. Find a problem that has no specifics written in the PSP manual about it (IE dont send it in 3x for bulb problems) Your engine failure seems to be legit, so keep sending it in and claim that it doesnt work properly. They may send it back saying they didnt find a problem, but most of the time the employees only check to see that it did in fact go in for service for the SAME problem 3x before. After that lemon policy should save you. Also, try going to a different best buy. Some stores have asshats for managers (edit: MOST stores) so maybe your luck will be better elsewhere. If all else fails call 1888Bestbuy and try to get on the phone with a manager. The key is to be very polite and keep your temper. Express to them that you are extremely dissatisfied, but dont say "that is a load of ******" or something like that, it gets you nowhere.

PM me if you want some more help...if you are in my area i can prolly get the problem resolved in no time, but I'm in AL, i doubt you are, lol.

 

[Journer]

Originally posted by: Cookie Monster

Originally posted by: josh6079

Originally posted by: Cookie Monster
Lol @ bestbuy. OP i hope you get a new TV. I just dont believe that you have to go through all that nonsense/incvompetency to get your TV fixed.

I might make a thread about how ridiculous/incompetent/retarded that retailer is. Have you ever heard what some of the "technicans" say to customers?

I just cant believe they hire people with NO computer knowledge at all. Like none. Zip.

When i go to bestbuys in manhattan im going to found out how retarded these people are. Im going to ask them things like "is the 6200 512mb faster than 7600GT 256mb because of the bigger ram?"

This is just plain ridiculous. If i was in the OPs situation, i wouldve been pretty damn pissed. Hell, the supposed competent "technicans" wouldve been in a beating of their life time.

Why don't you tell us how you really feel about it.

:laugh:

Bloated Buy should be sued for this.

Now why would i do that..

sadly, hiring of people with not PC skills happens when you operate a business as large as BB is. I'm not saying BB is a great company, but just like all others, it has flaws. The real problem is that the main managers do the hiring and 99% know NOTHING about any product in the store. The sad truth is that all this could be resolved VERY simply.

step 1) hire some competant staff at corp
2) get said staff to hire managers for geek squad and a/v
3) only allow those managers to hire (with approval of higher mangers) a/v , pc, and geek squad staff

 

[DEredita]

I always choose Circuit City (or 6th Ave.) over Best Buy.

Best Buy :thumbsdown:

 

[Cookie Monster]

Originally posted by: Journer

Originally posted by: Cookie Monster

Originally posted by: josh6079

Originally posted by: Cookie Monster
Lol @ bestbuy. OP i hope you get a new TV. I just dont believe that you have to go through all that nonsense/incvompetency to get your TV fixed.

I might make a thread about how ridiculous/incompetent/retarded that retailer is. Have you ever heard what some of the "technicans" say to customers?

I just cant believe they hire people with NO computer knowledge at all. Like none. Zip.

When i go to bestbuys in manhattan im going to found out how retarded these people are. Im going to ask them things like "is the 6200 512mb faster than 7600GT 256mb because of the bigger ram?"

This is just plain ridiculous. If i was in the OPs situation, i wouldve been pretty damn pissed. Hell, the supposed competent "technicans" wouldve been in a beating of their life time.

Why don't you tell us how you really feel about it.

:laugh:

Bloated Buy should be sued for this.

Now why would i do that..

sadly, hiring of people with not PC skills happens when you operate a business as large as BB is. I'm not saying BB is a great company, but just like all others, it has flaws. The real problem is that the main managers do the hiring and 99% know NOTHING about any product in the store. The sad truth is that all this could be resolved VERY simply.

step 1) hire some competant staff at corp
2) get said staff to hire managers for geek squad and a/v
3) only allow those managers to hire (with approval of higher mangers) a/v , pc, and geek squad staff

Yet its not going to change anytime soon unless im mistaken.

 

[DanTMWTMP]

http://www.redflagdeals.com/forums/showthread.php?t=393838 <--- same dude?

 

[CHNO]

According to the RedFlagDeals thread above it now appears that Best Buy has acquiesced:

They Have Offered to replace my unit with another of equal monetary value. Thank you to everyone that has shown an interest, the response is overwhelming. I'll post more details tomorrow.

I wonder if Best Buy realizes the true cost of the self-inflicted damage they have incurred compared to the CN$ 5,000.00 for the Samsung RPTV they were so obstinate in refusing to replace in light of the significant damage caused by their personnel. In this day and age it would seem obvious that companies such as Best Buy would understand the counterproductive and detrimental effects of inferior customer service and negative publicity.

 

[Captante]

So where is the "VERY INTERESTING UPDATE ( DISTRICT MANAGER CALLS ME SUNDAY)" I clicked here hoping to see!

 

[muskyx1]

Thank you to everyone here at the "A". Best Buy has offered to replace the set with one of equal value.. I'll post details tomorrow.

 

[SPARTAN VI]

Rock on. Still wont buy from them.

 

[josh6079]

Rock on. Still wont buy from them.

 

[muskyx1]

Best Buy has offered to replace my set with one of equal monetary value and I have accepted. With that decision, I would like to take this opportunity to share the following thoughts. First and foremost, I feel that divulging the names of the people involved was totally inappropriate and despite the difficult circumstances, the ends do not justify the means. I have always despised the media and tabloids where this behavior is common place and I regret lowering myself to that level. This was merely a product of extreme frustration but inexcusable nonetheless.

I would also like to mention that my acceptance was conditional upon the premise that all those involved would NOT have their employment with Best Buy terminated. This includes the agreement with the service company. I would rather have this regrettable episode serve as a ?Lessons Learned? type of event so preventative safeguards can be established. The other condition was that monetary compensation that was slated to be added to upgrade the value of my replacement television be donated to the Hospital For Sick Children located in Toronto. My intent when I began this campaign was never to profit.

Finally, it is vital for everyone to realize that this statement was not a clause in any agreement with Best Buy and it was made completely voluntary. I was sincere in my original letter when I stated that Best Buy stores offered a wonderful atmosphere and great products.

Thanks to all that took the time to comment and read my post. Having my DLP unit replaced along with a handsome donation to the Hospital For Sick children could never have been accomplished without your help. I am truly grateful to everyone.

 

[SPARTAN VI]

Originally posted by: muskyx1
Best Buy has offered to replace my set with one of equal monetary value and I have accepted. With that decision, I would like to take this opportunity to share the following thoughts. First and foremost, I feel that divulging the names of the people involved was totally inappropriate and despite the difficult circumstances, the ends do not justify the means. I have always despised the media and tabloids where this behavior is common place and I regret lowering myself to that level. This was merely a product of extreme frustration but inexcusable nonetheless.

I would also like to mention that my acceptance was conditional upon the premise that all those involved would NOT have their employment with Best Buy terminated. This includes the agreement with the service company. I would rather have this regrettable episode serve as a ?Lessons Learned? type of event so preventative safeguards can be established. The other condition was that monetary compensation that was slated to be added to upgrade the value of my replacement television be donated to the Hospital For Sick Children located in Toronto. My intent when I began this campaign was never to profit.

Finally, it is vital for everyone to realize that this statement was not a clause in any agreement with Best Buy and it was made completely voluntary. I was sincere in my original letter when I stated that Best Buy stores offered a wonderful atmosphere and great products.

Thanks to all that took the time to comment and read my post. Having my DLP unit replaced along with a handsome donation to the Hospital For Sick children could never have been accomplished without your help. I am truly grateful to everyone.

I was about to say, it almost sounded like they paid you to say that!

Still not buying from them.

 

[apoppin]

Originally posted by: SPARTAN VI

Originally posted by: muskyx1
Best Buy has offered to replace my set with one of equal monetary value and I have accepted. With that decision, I would like to take this opportunity to share the following thoughts. First and foremost, I feel that divulging the names of the people involved was totally inappropriate and despite the difficult circumstances, the ends do not justify the means. I have always despised the media and tabloids where this behavior is common place and I regret lowering myself to that level. This was merely a product of extreme frustration but inexcusable nonetheless.

I would also like to mention that my acceptance was conditional upon the premise that all those involved would NOT have their employment with Best Buy terminated. This includes the agreement with the service company. I would rather have this regrettable episode serve as a ?Lessons Learned? type of event so preventative safeguards can be established. The other condition was that monetary compensation that was slated to be added to upgrade the value of my replacement television be donated to the Hospital For Sick Children located in Toronto. My intent when I began this campaign was never to profit.

Finally, it is vital for everyone to realize that this statement was not a clause in any agreement with Best Buy and it was made completely voluntary. I was sincere in my original letter when I stated that Best Buy stores offered a wonderful atmosphere and great products.

Thanks to all that took the time to comment and read my post. Having my DLP unit replaced along with a handsome donation to the Hospital For Sick children could never have been accomplished without your help. I am truly grateful to everyone.

I was about to say, it almost sounded like they paid you to say that!

Still not buying from them.

i understand why he wrote the *disclaimer* ... when dealing with a Company, you DO have to be careful so as not to border on libel. Especially when you consider suing.

i am glad to hear the OP got a good resolution ...

imo, BB is making an *effort* to appear that they have customer service ... that really IS progress ... in the past, they would probably left you to sue ... no matter what you posted on the 'net or how you tried to resolve it.

i'm impressed ... they got a lot of bad *press* with their CEO 'devil comment ... and if their response is to really improve their service ... then i will withhold judgement until i see further dealings with their "problem" customers.