Best Buy Lacking Customer Service Or Care

We purchased a 42inch Samsung TV in December 2007, we purchased the extended warrantee, yesterday the TV stopped working, it will not turn on. We started this morning calling our local Best Buy and no answer, we called a minimum of 5 times and then decided we needed to take the TV to them. We decided we would leave the TV in the car until we talked to someone, upon walking in the man at the front instructed us to bring the TV in, I got a cart and he advised no not that one you need a different one I advised at that time, the TV would not fit on the other cart he insisted I take that other cart, sure enough the TV did not fit. I ended up carrying the TV through the store, when I got to the counter and met my wife she advised me we had two choices, one we send the TV off to Denver and we would not get it back for 3-4 weeks, or we take it back home and have someone come look at it and if they can fix it they will if not they will need to take it and that too could take 3-4 weeks, this information came from the man that worked for the "Geek Squad". When I asked why we had to send it to Denver the man behind the counter looked very confused and irritated that I would ask such a thing, by this time I picked up the TV and left my wife at the counter with the Geek Squad, she came out and advised we need to call and schedule someone to come out. My wife called right away and again was transferred to the Geek Squad, the lady on the phone was obviously pre-occupied because my wife had to repeat everything from the phone # to the address to what's wrong. The lady then put her on hold and when she came back she advised the earliest appointment was August 27, 2009 that is 12 days from now. She proceeded to tell my wife that someone over the age of 18 needed to be there from 12-4 and someone needed to be by the phone on that day from 7am-12pm so they can call to confirm the appointment. When my wife asked so that means someone has to stay at the house from 7am-4pm the lady never acknowledged the comment never apologized and made it very apparent she wanted off the phone to continue whatever we interrupted. Now I ask why did I pay extra for a warrantee that now I have to wait a minimum of 12 days before someone even attempts to fix my problem, not one of your employees seem to care. Expecting someone to stay home all day is not realistic, we both work and have kids that need to go to school and be picked up, how are we to do this? I can get this treatment by purchasing through the Internet and pay a lot less for it.

BBB is now involved. I have yet to receive any assistance with getting the television fixed after paying for an extended warranty. I have contacted local news channels and newspapers with this information including Best Buy's avoiding helping me by deleting my information from this forum. I'm going to fight to get this taken care of and then take my business to every other electronic sales resource available. I've learned my lesson doing business with Best Buy and have found others need to hear about this. I will dedicate time and effort to make sure this is information provided to the public no matter what it takes.

STILL NO ASSISTANCE PROVIDED. BEST BUY IS AVOIDING PROVIDING ANY ASSISTANCE OR RESOLUTION TO THIS ISSUE WITH MY TELEVISION.

Outside of the BBB I have received communication that they did find my order and provided no assistance outside of a standard form apologizing for the delay in getting back to me. I've asked for someone to assist in moving up a repair date and only get standard forms stating the date provided to me is the best repair estimate available. Best Buy delayed responding for over a week and still have not resolved my issues. We I spoken with a store manager once again and now I am being told it will likely take a full month to resolve this since the repair appointment set is just to find what needs to be fixed. This is yet another example of dropping the ball on a customer that purchased an extended warranty with the belief that Best Buy is a company that appreciates it's in store and online consumer base.

I've found that instead of assisting they specialize in delaying resolution while they scramble to fix previous dissatisfied customer issues. If there was a leave no customers issues unresolved attitude this pyramid of dissatisfaction would crumble, unfortunately they cannot see past their pride to consider this as an option.

Family events have been canceled that were based on pay per view events. We have gone as far now as purchasing a new TV through another electronics retailer that has worked with us in providing a greater savings than what we paid for the TV purchased from Best Buy but they also provided excellent customer service. Apparently the days of in store shopping and considering Best Buy and option for electronic as well as appliance purchases will be a thing of the past. I really am discouraged to see Best Buy is using dishonesty to defend their actions.

There has not been a single person that I have spoken with that could not find my order or information regarding my issue until this response from Michael Bredemeier (Executive Resolution Specialist). It's once again another example of Best Buy's failing system.

I have come to the conclusion Best Buy will show up for the repair in their own time with their own convenience in mind. Customer care is obviously not a concern or priority for Best Buy and this statement showing the lack of care is made very clear. From this point forward I will only make sure that others are aware of this lacking and warn of promises of assistance being on Best Buy's time line. I believe it's a fair statement to say when you have a warranty and purchase an extended warranty there is an expectation that the repair or replacement would be done within a reasonable amount of time. I don't see how several weeks or even months can be looked at as reasonable.

I do not accept the communications provided, delayed responses, and inability to assist in resolving the issue in a timely manner to be a solution. I will continue to request assistance until my issue is resolved with the repair or replacement of the TV.

Unfortunately this leads to a consumer warning to all potential customer, current customers, and those that have had the same dissatisfaction I have experienced with Best Buy.

I doubt this will make a difference to Best Buy, but after this unacceptable experience of no customer care and inability to resolve the issues with a product sold by Best Buy I can say without any hesitation Best Buy has lost my business and will lose the business of those that heed this warning.

I see after replying to your email there is still no response. I've received communication through BBB from Michael Bredemeier (Executive Resolution Specialist) who through some oddity cannot find an order or any information for my issue.

I hope this doesn't set the pace for things to come. If an Executive Resolution Specialist cannot find any information should I be concerned that the repair person will find the same? Is this a statement that if we cannot see it we don't know that the problem exists?

Believe me this got my attention and did get a response from me through BBB. I will also make sure that this information is included in my future communications with Complaint.com. I really am concerned that the average consumer has no idea what they are walking into when entering your stores with the anticipation of purchasing products with a warranty to stand behind them.

Over the weekend instead of canceling the family events and watching TV on the 19 inch TV's in the bedroom we went through another electronic retailer to purchase another TV. Since this appears to be something that will take a lot longer than anyone could reasonably expect I refuse to take away the entertainment of playing the Wii and watching movies from my family.

Although your communication with me has been of no true assistance I do want to express my appreciation for the time that you did take to send your initial email to me.