Best Buy
TV Repair Nightmare - Customer Service - TV Repai

We purchased a Samsung 50" plasma TV in late November. We did not buy the extended warranty. On August 21, a permanent line developeed where the volume displayed on the screen. We called Best Buy and spoke to Geek Squad. They told us to bring in the TV and they would send it out for repair as it was under the 1 year warranty. Estimated repair time 2-4 weeks, but 2 weeks was the usual. The TV was returned September 15, bubble wrapped and taped. We did not check TV in the store. Upon removal of outer bubble wrap, tape and then inner plastic film that was stretched under the frame, tv appeared to have been drug through gravel, the screen very damaged. We called Geek Squad, they recommended goo be gone remover/screen cleaner as it was probably just the tape. The cleaner did not work, so we took TV back to Best Buy immediately. They told us that it would ship out the next day. On October 6, Sue from the Corporate Office phone# told us we should recieve authorization for a new TV within 2 business days. We called back 2 days later to check status and no one knows anything. This is October 11 and we have not received one phone call, email or other correspondence from anyone this whole time. We have made all contact. Horrific service from customer service team, 'managers' and corporate office. We call every day to check status. Everyone tells us something different. They claim to have no contact with Service Center to check status. Since we took TV to them - rather than request for Geek Squad to come to our home - our '30 day repair guarantee or new TV' agreement is void. Nothing to do but wait. When I asked how long? The 'acting manager' could give us no time guarantee, technically it could go on indefinitely. When we asked about a loaner... They suggested we buy another TV from them and return it once our repair had been completed. We must have forgotten to take off our 'stupid' signs the last time in the store. If returns are that easy, we want our money back now from the original purchase. We think we will buy local / repair local for our next purchase, which may be sooner than planned: (

Company: Best Buy
Country: USA

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