Geek Squad and its terrible service. Ive been in the process of getting my Samsung tv repaired or replaced for OVER 2 months now. When I bought this 55 tv, I also purchased a 2 year protection plan. The tv had become faulty so I called Geek Squad to have it repaired. They assigned a local electronics shop to repair it in home. They came out and determined that the tv in fact has a bad panel and needs to be replaced. When the local shop tried to order a new panel, they soon found out that they could no longer order the specific panel needed to repair it. Thats when all confusion and miscommunication broke loose. At that point it had been a while since I heard anything so I called geek squad to find out what was happening. They had it on record that my case had been completed. It had not and STILL IS NOT. I had to explain to multiple departments that no repairs had been completed. Their solution to the problem was to assign a different local electronics company to my case. This new company promptly, also, determined that the panel required could not be ordered to fix the problem. Geek Squads solution to this was to order it themselves. I waited and waited and waited and heard nothing once again. This week, now that 2 months have passed since the initial submission of my case, the new local repair company finally called me and setup an appointment for the next day to get the tv reparied. The repair technician came out, was polite, and proceded to take apart my tv. Once everything was apart he noticed that the panel that Geek Squad had ordered was the WRONG PANEL. Further confirming that the panel needed to fix my problem couldnt be ordered. I called Geek Squad after this and asked for an exchange because at this point, after 2 months, I want a tv that functions the way it should. After being switched to at least 5 different departments, and explaining the situation to each department I finally determined the issue. Geek Squads internal structure is abysmal. There are so many departments that have no clue whats going on that not one of them has the same information pertaining to my case. They didnt even have a record of my case being switched to the second repair company. Further more, each department had different personal information on my account. Ive asked them on multiple occasions to update my address and phone number and somehow it never happens. They keep using a number that I havent given out in 10 years and even have a number on file that Ive never heard of before. As of this moment that I am typing this, Geek Squad has still yet to make a decision on what they are going to do with my case. Its in limbo and it feels as though it will never get solved. Ive been told that they are looking into ordering the correct part AND that they have also submitted it for review to have it exchanged. Why would they do both of these things at the same time? And after 2 months of waiting why cant they just allow me to exchange the tv for one that works properly? There is no need to review this any further. Just fix the problem and be done with it. After all thats what I paid for when I bought the 2 year protection plan isnt it? Once this problem is taken care of (It better get taken care of) I will no longer be using Best Buy and their Geek Squad for major electronics purchases until they review their convoluted internal structure and get it fixed (If ever). TL:DR - Best Buy and Geek squads internal structure is abysmal. Its taken over 2 months to in home repair a broken tv under a 2 year protection plan and is STILL not fixed. In the future I will no longer be using Best Buy for large electronics purchases and I recommend that other look else where as well. https://facebook/GeekSquad
Posted on: Fri, 10 Oct 2014 22:15:06 +0000
Trending Topics
Recently Viewed Topics
© 2015