Here are the events that unfolded surround my complaint with Best Buy, the Geek Squad, and the warranty on my Samsung 63″ 3D TV.
03-06-11
Called Geek Squad to file for service on my Samsung 63” 3D TV. Representative to all info for TV as set me up for 3-7-11 Tec Repair Service Request # 43968211. Repair vendor Sherwood Magnavox Repair at 225-275-6900. I called after a long wait to talk to the repair person as listed above. He said I don’t understand why Best Buy keeps doing this. Informed me I was still under the factory warranty. I knew that but was guided in the direction by Geek Squad. He told me to call Samsung at 1-800726-7864.
03-07-11
I called Samsung and spoke to the rep and she set up the service call. She gave me the following to track the service under ASE-4007992772. She completed the service and the shocking hit. It would be 2 to 3 days before I would be contacted. She also tells me if I don’t here from Service that I need to call back. I’m sorry I believe this is why I have a warranty so the product company does the work and provides me with a service. This is not expectable.
03/09/11
I traveled to our local Best Buy in Covington and spoke to Warren and Shawn in the TV Sales and explained what I have been going through trying to obtain Warranty Service. I also had the both of them read the document prior to this update. Warren replied that I was getting the run around and Geek Squad did not handle the service correctly. So after about an hour Warren and Shawn working through Geek Squad set me up with a service call for Friday March, 11. With once again Sherwood Magnavox Repair. Service order 440-356-89 for the hours between 12 and 4 pm.
03/11/11
Service was suppose to take place between the hours of 12 and 4pm. 4pm has come and gone so I had my son contact Sherwood Magnavox Repair and the man told him the same thing as stated on 03-07-11. Warren also told me to call him if anything went wrong. I will be contacting him on 03-12-11.
3/12/11
I contacted Best Buy, Covington and spoke to lady and explained what had happen on 03/11/11 and if I could speak to Warren or Shawn. She replied the Warren was out and Shawn would be coming in later today and she would have him call me. Well here I sit and nothing has been done.
03/13/11
I called Best Buy in Covington and did not get a answer. So I called back later this pm and still no answer.
I then called the Geek Squad and first spoke to Agent Marsee at and around 12 Noon. I then explained to her my frustrations and getting a very new TV Repaired or Replaced. She then transferred me over to Agent CJ. Agent CJ had all my info and explained to me the reason Sherwood Magnavox Repair at 225-275-6900 did not come out was due to a Trip Charge and Agent CJ said that Best Buy would handle this. He then gave me another service # 44035689 and set the Repair up for March 15th between 8AM and 12 Noon.
3/15/11
Repair rep did show up from Sherwood Magnavox Repair. He ran a Diagnostic test and found mother board bad. Rep told us that it would be 7 to 10 business days before the part comes in. He also tells us WE NEED TO CALL GEEK SQUAD TO REMOVE TV FROM WALL BEFORE HE WILL REPAIR THE TV. My wife then calls Urlanda back at Geek Squad and got the run around and finally the tell her that she would call back on 4HRS TO SET UP TO HAVE TV REMOVED FROM WALL. WELL GUESS WHAT SHE HAS NOT CALLED. THAT LAYS OUT THE STEPS I NEED TO DO BUT REMEMBER IM SUPPOSE TO HAVE A WARRANTY.
5PM Est Time my wife received a call from Geek Squad that the service to remove the TV off my wall has not been set up yet and waiting on Sherwood Magnavox Repair man to call her with details. WELL THAT’S NOT HAPPENINING BECAUSE HE TOLD MY WIFE TO CALL.
HERE ARE THE STEPS
1 FIRST REPAIR MAN RUNS DIAGNOSTIC TEST AND NOW I WAIT FOR PART 7 TO 10 DAYS
2 I THEN NEED TO CALL TO HAVE THE TV REMOVED FROM THE WAY THAT BB INSTALLED
3 THEN THE REPAIR MAN THEN REPAIRS THE TV
4 I GUESS IM SUPPOSE TO CALL GEEK SQUAD TO HANG THE TV?
Conclusion:
Best Buy Geek Squad sets a service that is not available tie extended warranty starts.
At no time when I purchased the 3d TV, Blue Ray 3D Player, was the Warranty in detailed I called Samsung for Warranty Work.
Warranties provide by Samsung waiting period of 2 to 3 business days before I’m contacted about a service date and if I’m not contacted I need to call back. Call back I believe this is why I have a warranty.
Inclosing:
I spent just on this purchase alone totaling $ 4366.57. I find this hard to believe the poor service and run around that I have had to do in uncalled for seeing warranty work means your Product Provider should be doing the leg work and I have been the on that’s done the leg work. No where in anything provided by Best Buy does it lay out the above hoops you must go through to set up a service a call and to date that has yet to be done.
Name: Henry Marechal
Address: 25500 Crown Dr
City: Ponchatoula, La
Zip Code: 70454
Date: 03-07-11
Purchased: Magnolia Store in Metairie, La
Sales Person: Stephen Patterson
Serial #: Z1ZY3CKZB00069P
Model Code#: PN63C8000YFXZA
Subject: Complaint to be filed with the BBB
