Best Buy Sucks!!!
I am blogging this and have sent this to the Better Business Bureau
My complaint is regard to the lack of professionalism in regards to repair/service. I purchases an Insignia LCD TV in January of 2006. The TV ceased to operate correctly in the beginning of October 2006. A Service Agent verified that the TV would not turn on with his visit on October 10th, but would not do any further diagnose. I was told that certain parts would be ordered and should be in within a week so that the TV could be repaired.
Two weeks from that date I was informed on my voicemail that the parts were on back order. I was not informed of the estimated date of repair, I had to call BestBuy to get such information (parts on back order until 28th of November). I also urged BestBuy to replace the unit at the call as two months for a repair that may or may not fix the problem (since there was no real diagnosis). Apparently they knew it would fix the problem for a while since this was a Lemon. Talking to over 6 agents on the phone showed a rudeness and games they were playing. Research found out that the TV should be a lemon, as review sites such as CNET.com had negative reviews including people that had gotten the new part to only realize it made the tv work until after the warranty expired. I brought these reviews and my opinions to BestBuy, but nothing could be done. The fact that their self given timeline of 3-5 business days of a response for a request of a replacement had passed meant absolutely nothing to them. It was rude, unhelpful staff that didn't want to investigate the problem or help me get my issues solved. I was suffering without a working TV, an no fault of my own. I was suffering knowing that I had no control over the issue, and that I might eventually be stuck with a $1300 paperweight.
I guess finally all my calls paid off. I had spend way over 5 hours on the phone to Best Buy. I was told finally that I could exchange my TV. Going to the Best Buy store, I found a giddy and unhelpful staff. As the phones rang, they would just hang them up claiming there was an issue with the phones. I had earlier been on hold to my local store for 30 minutes to try to innate the problem. It took over 3 hours at my Best Buy store to exchange the set, and was still amazed about how every employee I talked to had a different story. (Including Employees at Best Buy Corporate). Finally I paid the difference for a Better Quality Samsung Plasma Display and left the store. As I left, I was asked to do a survey which I did. I was told a Manager would talk to me, It never happened!!!
I would like an apology and perhaps a refund on the difference I paid for the new tv. Funny thing is, when I exchanged my Insignia (A Best Buy Brand) for the new one, the staff were so lazy they pulled up the wrong authorization. Yes another customer with a last name as Kelley with the same TV that had died... IT IS A LEMON. More importantly I want Best Buy to take RESPONSIBILITY for its problems and replace TV's of customers who had their TV break after the warranty. The IS-LCDTV32 is a LEMON and the run around from corporate was unacceptable.
My complaint is regard to the lack of professionalism in regards to repair/service. I purchases an Insignia LCD TV in January of 2006. The TV ceased to operate correctly in the beginning of October 2006. A Service Agent verified that the TV would not turn on with his visit on October 10th, but would not do any further diagnose. I was told that certain parts would be ordered and should be in within a week so that the TV could be repaired.
Two weeks from that date I was informed on my voicemail that the parts were on back order. I was not informed of the estimated date of repair, I had to call BestBuy to get such information (parts on back order until 28th of November). I also urged BestBuy to replace the unit at the call as two months for a repair that may or may not fix the problem (since there was no real diagnosis). Apparently they knew it would fix the problem for a while since this was a Lemon. Talking to over 6 agents on the phone showed a rudeness and games they were playing. Research found out that the TV should be a lemon, as review sites such as CNET.com had negative reviews including people that had gotten the new part to only realize it made the tv work until after the warranty expired. I brought these reviews and my opinions to BestBuy, but nothing could be done. The fact that their self given timeline of 3-5 business days of a response for a request of a replacement had passed meant absolutely nothing to them. It was rude, unhelpful staff that didn't want to investigate the problem or help me get my issues solved. I was suffering without a working TV, an no fault of my own. I was suffering knowing that I had no control over the issue, and that I might eventually be stuck with a $1300 paperweight.
I guess finally all my calls paid off. I had spend way over 5 hours on the phone to Best Buy. I was told finally that I could exchange my TV. Going to the Best Buy store, I found a giddy and unhelpful staff. As the phones rang, they would just hang them up claiming there was an issue with the phones. I had earlier been on hold to my local store for 30 minutes to try to innate the problem. It took over 3 hours at my Best Buy store to exchange the set, and was still amazed about how every employee I talked to had a different story. (Including Employees at Best Buy Corporate). Finally I paid the difference for a Better Quality Samsung Plasma Display and left the store. As I left, I was asked to do a survey which I did. I was told a Manager would talk to me, It never happened!!!
I would like an apology and perhaps a refund on the difference I paid for the new tv. Funny thing is, when I exchanged my Insignia (A Best Buy Brand) for the new one, the staff were so lazy they pulled up the wrong authorization. Yes another customer with a last name as Kelley with the same TV that had died... IT IS A LEMON. More importantly I want Best Buy to take RESPONSIBILITY for its problems and replace TV's of customers who had their TV break after the warranty. The IS-LCDTV32 is a LEMON and the run around from corporate was unacceptable.
14 Comments:
At 11:26 AM, Anonymous said…
I wonder if you've purchased Best Buy's store warranty for the lemon TV? Delay that long for repair/replacement is really not respossible for Bestbuy
At 11:30 AM, Anonymous said…
Yes, it is the responsibility for BestBuy as Insignia (the brand of the TV) is a BestBuy Brand or subsidarary.
At 12:00 PM, Anonymous said…
I will buy your unit for parts if you would like.
At 6:43 PM, Anonymous said…
should've bought the service plan all you would've had to do was have your receipt come in the store go to customer service they'd tell uw hat was wrong and you could go get a new one if it couldnt be fixed
At 11:25 AM, Anonymous said…
I absolutely understand your plight. I purchased a JVC GZMG155 HDD digital camera from best buy on 8/31/2007. IT was a 600 dollar camera so I DID buy the extended warranty. It stopped working The first week of December. I took it in to Best buy on 12/08/2007 and they said ... no problem.. good thing you bought the extended warranty.. and wrote up at ticket and sent it off with a 12/18 stimated completion date. It is now 12/20 and best buy says they sent the camera to prescition camera in dallas , texas (i am in virginia ) and that they sent it on to JVC. I argued with the Geek Squad manager JASON (he refused to give me his last name) that I felt they needed to help me with this since they were the once who told me it would most likely be back by christmas (its in writing people!) he said.. oh no.. we never say that.. we always say it wil take 30 days (its in writingpeople) but he tells me if I have any issues take it up with customer service nationally and so I do.. they are pretty good.. but again I have to do the leg work by calling JVC who says they can't find the camera and they will try to track it down.. I recommend just letting me swap it out so I can have a camera for the bahama trip of which I purchased the camera for and they said they would have had I sent it directly to them... but since I took it to best buy they couldn't do that but they would try to track it down and call me.. again.. WHAT!!! oh my gosh!!! I bought into the Best buy .. geek squad can do anything promotions and will not be so stupid again. I recommend the annonymous person who told you kelly that it wasn't best buys fault is a stockholder and is WRONG!!!!! don't buy into the "warrantys" best buy has to offer.
At 1:29 PM, Anonymous said…
Next time do a little bit more research before you spend your hard earned money on a piece of junk. Consumer Reports are usually spot on when it comes to televisions. Insignia used to be junk, however has been picked up by LG in the recent months and show promise to becoming a better TV. However... Think before you buy. Oh and as for the last comment... Lady, Best Buy is a company that sells products for OTHER COMPANIES! To think that Best Buy should stand behind other companies products is ludacris. They do the best they can to send products off to service and get them back in a timely manner. They have no control over how long it takes the COMPANY WHO MANUFACTURED THE EQUIPMENT to fix the problem with the product. Just be glad you did purchase the Extended Warranty. Otherwise you'd be stuck with a paperweight yourself.
At 6:56 PM, Anonymous said…
YOU THINK BEST BUY SUCKS...???
TRY BEST BUY OUTLET and 2NDTURN, ON EBAY!! Ran by dealtree.com,
Together both companies show off our country's worst
customer service skills!!! They top the most rude and most unfriendly attitude towards the customer! And American Consumer!!
EBAY CARES little about anything other than how much money they make
off these classless clowns!! So EBAY IS also a BIG part of the problem!!
Dealtree employees will give you the same LOW "CALIFORNIA STYLE"
customer service that you get when you go to a Best (worst) buy retail store.
At 5:31 PM, Anonymous said…
Best Buy for Business REALLY sucks! I ordered and paid for a $3,000.00 POS system from the new Best Buy location at Cascade Station, Portland, OR. The system was listed as "in stock" with next day shipping available. I opted for 2 day shipping at an added cost of $317.00. At the suggestion of the Best Buy for Business Dept. Managter the system was to be shipped to the store location and he would call me upon arrival. It is now some 10 days later and NO ONE at Best Buy has a clue where the POS system is or its' status. I have yet to find one person in the store who gives a damm. One "Manager" said maybe it would be better if I just cancelled the order and found another supplier. I told him I would leave the order open and take Best Buy and each individual by name to task on this absolute blunder. I have a steady flow of E-Mails going to Best Buy Corporate, not one of which has been answered. What a "who gives a damm" operation.
Jay Pyle
At 9:24 AM, Anonymous said…
Best Buy is the most POORLY Stock Store at Northeast Mall also. I went to The Best Buy Store # 55 to get a C.B. Radio wire up by a Guy name Jason. He said he was to backup to do. Would not make and Appt. to put my C.B. Radio in also. I had to go to another Best Buy to get the wire to hook the Radio up in the car. This Store needs help BAD ! POORLY RUN and don't casre if people come back to.
Best Buy Store #55 Hurst Texas 817-595-4737
At 10:07 PM, Anonymous said…
why the hell did you buy an Insignia? That brand sucks ass.
At 8:39 PM, Anonymous said…
Recently, my husband and I bought the new 61 inch Samsung LED DLP Tv from Best Buy. after waiting over a half an hour for a salesman to even help us, we picked out our television. It then took another half an hour to locate the tv in their inventory. The sales associate then came out and told us there was only one tv in stock and they had recently opened the box because it was a new technology and they could not help but take a look. I was skeptical so I asked him to double check that the tv was all there and that it was not a lemon. he returned almost an hour later saying that it was fine and that they would knock 200 bux off of the price for our troubles...We were thrilled for a good deal and bought the 400 dollar extended warranty and 300 dollar stand that went with it. This took another hour because apparently it is highly difficult to open up a Best Buy account.
Upon getting home (which is 35 miles a way, and a 45 minute drive.) we set up the stand and tv, but surprise! there was no remote, warranty card, manual, or power cord to turn it on. So I called best buy back. they asked us to come back immediately and they would have this stuff together for us. My husband drove back at the speed of light as they were closing in an hour, got the stuff and came home. The tv never seemed to work quite right and the remote would just stop working all together. So the next day, I called best buy again and informed them of our troubles. They told us that they had probaly given us a bad remote and would mail us one from the store the next morning. A little over a week more, the remote was not here. So I again called best buy back and got hold of the manager of their home theater department who told me that the real problem was that i had the wrong remote for the tv. So we then drove back to Best Buy to get the remote, brought it home.....NADA. I spent 4 hours trying to get that thing to work. Finally the technical department at Samsung told me the problem was the led reciever for the remote on the tv was broken and that from the way the tv acted when I bought it (not prompting a proper set up when we turned it on the first time) that Best Buy had probaly sent me a returned, defective tv.
This time I was hot. I had spent 5 hours in driving, untold hours in frustration, and been told more lies than i could count. This time I called best buy back and finally the store manager wanted to talk. After 20 minutes of talking to another customer and 20 more after that to go over the notes on our transaction. When he did get to me, I told him we would be returning the tv first thing to them the next day. He told us then that there would be a restocking fee. I then started yelling and he rescined the restocking fee just to get me to shut up. We then went in and it took them an hour and three computers to do the return on the tv. The manager then came to us to apologize. I then told him him I would never step foot in one of those stores again. I then told him I was driving a half a mile down the road to Circuit City to buy the exact same tv, which I did, along with a blue ray. I had amazing customer service and the manager of circuit city called us the next day to ask how things were. Imagine that. customer service...what an idea. The new tv is great and we are happy we bought it, but like i said will never touch a Best Buy again
At 4:31 PM, Anonymous said…
1. What happened to me inside the Melville NY store, was not a matter of misunderstanding the store policy. Frankly they could have charged me a 10% restocking fee, and I would have left satisfied. I have never been treated like I was treated at the Melville NY store by this young woman named Geriann, who I understand no longer works there. Simply because I stated to her “I will never buy anything at this store again”, she told me if I did not like it I could get the F*** out of HER STORE. Frankly I was shocked that she would dare speak to me like this and when I asked her what gave her the right to do this, she said that if customers say ONE BAD THING about her store she has the right to throw them out of the store. Then, she told me I HAD TO SPEAK to the stereo guy about my broken transmitter. I was so shocked by this that I did, and I was escorted to the area, escorted like I could not be trusted. Come to find out that the reason she did this was so she could get this guy to state that I had broken it myself, which I did not. The story that this woman Geriann concocted was amazing, I guess since she knew I was going to call Corporate Customer Service, she had to get a way to cover herself. Since that day, I have never bought anything at a best buy store. I would no longer feel comfortable shopping there. I shut down my credit card, and none of my friends have bought anything there either. From what I have seen on the internet, and from the amount of claims against Best Buy with the consumer protection agency and the better business bureau, I am not alone. Best buy reputation speaks for itself.
At 11:42 AM, Anonymous said…
This is LONG to read but if your spending hard earned money at Best Buy Please do yourself a favour and stick it out. Best Buy is the worst at customer service BY FAR!!! Buyer beware of Best Buy runaround with anything, dont trust a word they say and do your own research, thier staff is -Unitelligent- to say the least, also geek squad is a pawn of best buy , bunch of clueless kids. Anyhow, I Bought a Westinghouse 37" lcd tv when they were not cheap 2005, aslo being unfimiliar with the brand I got the 4yr severice replacement plan just for peice of mind. Well 3yrs into owning the tv(great product) but the coners where turning white on black sceens. Called best buy and got a home service call in a couple weeks which confirmed the defect. Waited 2-3 weeks for a new screen put in at my home ( this was a defective screen worst than my original, the top half colors didnt match the bottom). Tech guy immediatly said he would order another replacement screen. Three weeks later He arrived with another lcd panel to put in, this one had same problem I originally had but worse. ANOTHER service 2-3 weeks and another lcd panel put in and power unit(for no reason I may add because power was fine) well this screen was also defective with dead pixels in the middle of the screen. He told me he'd try to get parts again but few days a call informed me that no parts were availble and since I had the service replament plan I'de get a voucher for a new "comparable" replacement tv. Few more days I did and was happy a minute BUT.. went to best buy and imeediatly got the run around. First they didnt carry westinghouse anymore, second they tried to give me a 720p tv (a Insignia which I knew was crap from all the internet reviews and they push this brand on everyone because they make it) while I had a 1080p tv. Hours of haggling got me taking home a "comparable" Lg, I got it home and the quality was terrible compaired to my 3yr old Westinghouse I use this tv for my PC and the picture had static no matter what I tried. Took it back the next day and got another LG(same model), also no good and took it back the following day as well (no easy task). Hours later I had another "comparable" Samsung and the same PC singnal static problems and took it back to complain. Best Buy claimed its me not the tv had to leave store, and bring my PC with me. They hooked it all up on the severvice counter in the middle of the store and told me its just fine(I could still see the distortion). Told me im outa luck well im not having that. I called corperate from the store and was on the phone for 2hrs non-stop going higher and higher up the chain-o-command. FINNALLY I got to a attentive ear and he asked what he could do to resolve this, I said give me a good "comparable" product and I'll be happy(because thats what your supposed to do for me in the first place) Well.. he told me they have no other tv to give me because of limited 37" models they carry. Only thing they could do was have me in the end pay extra for a Sony model(which is awsome and I'm typing this on it right now). He met me in the middle I pay $212 out of pocket and he'd send me a $50 gift card. So 5 months of best buy bullsh*t, around 6 trips or more to local store(20mi. a trip) and dealing with countless uncarring and frankly rude people, and being treated like a nuisance to be rid of, I left with a tv and a few months off my lifespan.
P.S. I watch the price of the Sony tv for that month to get the price match if it went on sale, sure enuff it did and when I went to sort this out(called 1-800-crap-buy) before goin said it was no problem to do this. Got to the store and was givin the run around AGAIN saying there's no way to prove that the other price reductions wernt already a price match when really they were from the bestbuy BS I had to go through in the first time around, well I just walked out, and from this day forth will not give them another dime. BE A SMART, EDUCATED, CONSUMER FOR YOUR SAKE AS WELL AS OTHERS. DONT SUPPORT BAD BUSINESS.
Thanks for reading hope it helps someone out there.
At 5:04 AM, Anonymous said…
Your blog keeps getting better and better! Your older articles are not as good as newer ones you have a lot more creativity and originality now keep it up!
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