We owned a 62" television that was purchased at Best Buy in '05.in October of '07, nearly two years after we had owned it and had relatively no problems with it, the bulb inside of the TV broke. Since it was under warranty, we weren't able to replace it ourselves without jeopardizing our warranty. We called to make an appointment and told them what kind of television it was, what was wrong with it and when we were available to have a technician come out.
The first time the technician came out he simply looked at the TV, confirmed everything we had already told customer service and left saying he needed to order the bulb and we should schedule another appointment. It took over a month to get another appointment scheduled. He came back with no problems and replaced the bulb. That bulb broke less than a month later.
We called again and told customer service that the bulb had broken again and we would need another appointment. Even though the exact same thing had broken, they needed to come out again and do nothing but look at the broken bulb and tell us to schedule an appointment to actually replace the bulb.
This appointment took three months to schedule. The main reason is that they cancelled our appointments three times without calling or notifying us meaning that we sat waiting for the repairman to come and he never did. The best of an explanation we got was "Oh, he didn't call? He was supposed to." Finally the technician comes to fix the bulb and I watched him in the back of his truck for over twenty minutes. He finally came to the door and advised that due to the length of time it took for us to schedule the appointment, someone had apparently shipped back our bulb and it would need to be reordered.
I called customer service again and told them everything that we had gone through and how, after spending such a large amount on a TV, we expected more customer service to be accompanied with it. They barely apologized and then said that the technician would be in touch.
He was in touch but again days after the bulb was replaced, it broke again. The technician comes out again but this time he realizes that the bulb is not breaking any longer. It must be another part. It only took two weeks for this appointment and he comes again with a part and we finally thought this would be over. I was in the kitchen while he worked on the TV and I heard "Uh, oh." He tells me that the wrong part was ordered and he would have to order the correct one. I asked him how the wrong part was ordered and he said he didn't know.
At this point we had enough. We called customer service to tell them that we would not need a new appointment due to the fact that we were throwing the TV away. We didn't care that we still had over a year left on our warranty or that the TV was expensive. Nothing was worth dealing with Best Buy any longer. The woman from Best buy told me that they couldn't do anything unless the repairman had deemed the TV irreparable or we had called more than three times.
I told her that we had called for repairs more than ten times at which point she transferred me to customer support. I waited on hold for five minutes before someone picked up. I told her the same thing about how we simply didn't need to reschedule an appointment because we were throwing the TV away. She told me that she wasn't sure what I was looking for but there was nothing she could give me. I told her that I wasn't looking for anything but that she should know that this is the worst customer service I'd ever received and I wouldn't be buying anything from Best Buy ever again. She wished me luck with my new TV and we hung up.
Over eight months of going back and forth with them we made no progress. We wasted over ten hours waiting for people to fix the television that never showed up and when they did, they couldn't fix it. I would do a lot of research before ever buying anything from Best Buy but I advise against it at all cost. No price they can offer can make up for the horrible service you will receive.
Julie
Columbia, Maryland
U.S.A.
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