Best Buy
Corporate Customer Care
P.O. Box 949
Minneapolis, MN 55440
To Whom It May Concern:
On September 29, I called your 800 for service on our Mitsubishi Projection TV.
I called about 6 AM, and after having to go through what seemed like an endless number of choices to select from, I was on hold for at least 45 minutes before I was able to speak to someone, which to me is a ridiculous amount of time to have wait at that early time in the morning, I may expect that during peak business hour, but at 6 AM, come on, you people need to do something about service center response time.
I explained to your service center person that I believed that the only repair needed done was to have the projection lamp replaced according to the light indicator on the front of the television.
She stated that service could not be provided until October 4, and if this was acceptable. My reply was that it was not acceptable because I don't believe that it should take a week just to replace a projection lamp, which should take no longer than 15 minutes to replace according to the TV's Owner's Guide.
She said she would set us up for service on October 4 and she would also have someone return a call to me about the possibility of having an earlier service date.
Guess what! No one ever returned the call!
On Tuesday, October 4, I called at 11:00 AM to ask when the service person was scheduled to come and do the repair, behold to find out the original service center person, (unfortunately I don't remember her name, of course I didn't expect such poor service from Best Buy), did not even write up a service order. There was a record that I called, but no service order written, very unsuitable practice by your service center personal.
I know you can research back to who the service center person was, and this practice should be addressed with her. I am sure if she has done this to me, she has done this with other customers and will do this with future customers.
Your service center person said she could arrange to have the repair done on October 5, unacceptable, I already had to take the day off from work because it seems now a days service companies are unable to schedule a time of day, let alone show up on the correct day scheduled.
My wife had to call the local Best Buy store and then the service center again to get the local repair company telephone number to find out if they could come out today.
The repairman finally arrived at 1:30 PM, and all he could do was take out the lamp that needed to be replaced, he did not have a new one to replace the burnt out lamp, he stated it would be at least another week before we would have the new lamp.
Two weeks to replace a lamp, totally but totally unacceptable repair practice on a $ 400.00 service contract and a $ 6,000.00 TV.
My wife and I spent over $ 6,000.00 for the television and service contact and this is the best we can expect from Best Buy? Plus, we have already paid this merchandise off, so is this how customers are treated afterwards?
Now did I not only lose a day's wages for nothing today, but I will have to lose another day's worth of wages, plus he can't even tell me what day he can return.
My wife and I will definitely think twice before purchasing merchandize from Best Buy again, if we even ever consider Best Buy again.in my eyes I can no longer consider Best Buy as America's No. 1 specialty retailer of technology and entertainment products and services and will by word of mouth pass this on to our family and friends, plus various web-sites as the consumer complaintss, etc.
Due to this gross inconvenience I feel that my wife and I should receive some sort of monetary reimbursement.
I want to mention this was not a problem from the service company that Best Buy contracts through, but through Best Buy itself, due Best Buy's employees lack of communication, inadequate employee training, Best Buy's inept ability to solve the problem immediately same day service due to their screw-up.
Dale
Carnegie, Pennsylvania
U.S.A.
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