The second week of November I woke up and found my TV no longer had a picture 32" Toshiba, I had only had this tv for 1 year the one prior to that was Bestbuy's brand an Insigna after four attempts of fixing it they sent me down to get another tv. I found out at a later date the problem was on going with all the Insigna's they had taken them off the shelf. So the Toshiba looked the best and I got it that was July of 07. When I called the geek squard to come out to my house I had already known what the problem was, I has called Toshiba to ask them and they had made me go through a bunch of different things with the TV, they told me that it was the LCD screen. The geek squad guy showed up at the last day of the week Friday. My brother was in town so he waited for the guy. Later after he left my brother called to say that the geek guy had ordered a power supply, I knew then I was going to have a problem. When my partner got home Ross told her what the geek guy had said, she then went and got our small 17 inch tv and started to hook it up and found all the wires a mess. We had put tags on all the wires and where they went to so we would not forget how to setup everything again. We hd acomputer, cable box, dvd/vcr combo and surround sound hooked to the tv and had them plugged into an APC backup battery very neat. Sandy immediately called me at work to let me know what happen and I called the geek squad to put in a complaint against the guy. Within five minutes they geek guy that I complained about called me on my phone to tell me tha he had not done this that my brother was helping him and that my brother did this. My brother said that he sat in the lazy boy and watched this guy unplug al the wires. He was at the house all of 7 minutes. I knew I was going to have a problem with this guy so when I did not get a call in 3 days about what was ordered I called back. This is when I found out that this guy had ordered a wrong part, he had ordered a power supply for not the Toshiba but the Insigna that I no longer had. I was told that someone would get hold of him and get him to order the right part. Saturday came and went with no return call to let me know about what was ordered. That night I called the geek squad, I talked to several people and ended up asking for a supervisor. I explained everything to him, he told me that the individual would have to reorder the part and he would not be back to work until the following Teusday. I asked if I had to wait that long could not anyone do something. He said no. To my surprise (not) Teusday came and went. I called when I got home later that night, no one could help me just leave another message they would get it to a supervisor, they promise someone will call me. No call Wed., Thur., or Friday. I call the Geek squad again, I ampissed by now I am mad no one has done anything to help me out. I ask for a supervisor but was put on hold so long that my partner had to speak to him when he did finally came on. He sound very nice and willing to help promised to call me Saturday Morning. Sounded promising until Saturday night came and no call so again I called the geeks and found out that no one had even made an account of what we all had talked about. I was mad all over again, so I decided to call the Bestbuy store surely they would help out. Was connected to Brandon the product manager he promised he would take care of the problem and would send n email immediately to corporate to get me a code so I could return to the store and trade in my tv. He promised the store manager would get back with me. Needless to say no one never called. So I called Teusday Morning when I got to work to the geek squad I asked immediately for a supervisor, I told her my story I asked that she make sure everything was in the notes. I took her name and ID number just as I had done all the other previous times. I was again promised someone would call me. Wed. Came no call thurs. No call. Friday I called this time I had it I asked for a supervisor got his name and ID number and bgain my story gave him everyones name and ID number I said I wanted something done now tonight I was not hanging up until a solution was in place. I talked with this guy over an hour. Final solution, THE GEEK SQUAD did not have anything in the system but my Insigna I was told to go to the store and get the problem resolved. Funny my reciept showed everything correct but the computer on the geek squad did not show the Toshiba. No one except the people in my house could imagine how mad I was, I was livid I packed up the tv got into the truck with Sandy and drove to Bestbuy.By the time we got there I was more than livid, it was decided that Sandy would go into Bestbuy and talk to the store manager. I went to Starbucks for a drink and to calm down. I was gone quite a long time so when I got back to Bestbuy I figured everything was finished. NOT!!!
When I walked int the store Sandy and the manager were standing at the return desk, she approached me and told me to sta calm, bad news this manager could not find anything in the system about anything, not the complaints not the geek squad phone calls not Brandon the other manager not anything. She started to say she was sorry that Sandy had told her everything, I asked what she was going to do about this problem she stated there was nothing that she could do. I could not believe what she was saying she is a manager of this store there was no one she could call nothing she could do about this. There is no way that this is possible all this time and no one can do nothing. Then she said wait let me try something else. I was red hot I was the maddest I had ever been all over a TV. I told her go ahead and look up whatever I am going outside and call the local television syayion maybe they will come over and do a news story about this and yes right before Christmas hopefully they will loose business somebody at corporate would see it and someone would finally do something other than jerk me around. Sandy sayed inside while I went ouyside and called chanel 4, wjxt in Jacksonville. I told my story to the lady on the other end she said she would get a reporter on the story. I went back into Bestbuy to get Sandy, by this time the manager Ana had located the receipt for the Toshiba as well as the warrenty info AND WOULD GET IT TO SOMEONE. She promised to to call Monday. She also promised to tell the Main manager abouy what had happen with Brandon and not doing his job. She said she promise if she could noy call Monday it would be Teusday at the latest. She gave Sandy her hours and said she would call.
I could noy believe this was happening a $900 tv and a 3 year extended warrenty and I can noy get anybody to help me fix the tv. I started immediately telling everyone I could how Bestbuy was screwing me around that not even the managers were helping and that if I were them I'd take my business somewhere else and all the way out to the parking lot I told every person I could find. I am sure I must have looked like a madd women. I was ranting and raving. I was so mad I could not even get in the truck. I started walking I got to the end of the parking lot I was furouis I could not even stand still, I was so pissed off. Sandy by then was on the phone to the geek squad talking to them again talking to anybody that could help. A supervisor again took notes, again more promises of looking into the situation. Not to my surprise Monday came and went. Sandy however called Bestbuy was puy on hold waiting for the Mnanager Anna to come to the phone twenty minutes later she hung up. She called back and no one would answer the phone. Teusday afternoon I called ask for Anna she came to the phone I told her who I was she remembered me of course the madd women. I asked her why she did noy call me Monday. I couldnot beieve what she said next. I never said I was going to call you, ya'll said you would call me. I told her Sandy did was put on hold she never came to the phone. I asked her what she had done with my problem. She said she had not done anything, I asked her what about her promise she said she never made any promises. My gosh all these people are liars they must lie so much they don;t know the differnce between the truth or a lie. She told me she did not do anything abouy my problem because I was ranting and raving about calling a lawyer. I told her right then that is how much you paid attention to me or Sandy I never said anything about theatening a lawyer besides if I had wanted to get a lawyer I would have brought one down with me we I came. I told you I was calling the TV station which is exactly what I did. Now I want you to call someone anyone just call someone and tell them what is going on. I will give you 15 minutes for you to call me back and then I will take my problem up with every authority I can find that will listen to my story and after that I hope you will have lost your job because you can not seem to help a customer that has spent thousands of dollars in this store. I hung up the phone and waited. Ten minutes later she called back and said she had called corporate and they would get someone to call me. I waited one day when the geek squad called Sandy and told her he was a supervisor and had been told to order the right part for my tv in fact he was ordering two parts. The part would be there by Wed. Or Thur. At the lastest and he gave Sandy his personnal cell number and told her to call him as soon as the parts came in and he would send someone out immediately to fix the tv. So after more than a month Friday morning bright and early someone came and fixed the tv. The guy was very nice Sandy told him everything that had happened. The guy immediately got te tv down and shined a light on the bottom of the screen and showed Sandy what was broke. He asked if the other guy ever did this she told him exactly what he did. He apoligezed for everything we had gone through and told us if we had any other problems to please call the geek squad and and ask for him he gave her his id number and then he left. To this date no one from Bestbuy has called me, not the corporate office nor the store. And yes I have sent emails to them numerous times. They always get returned saying this is a busy rime of year if there are any problems please call the 800 numberand ask for help or go by your local Bestbuy and talk with a manager. It is ironic that they would say rhis with all the press on their home page all the web site filled with customer help thagt they go the extra distance to please the customers. What a joke. I will keep complaining about this until someone from corporate calls with a reasonable explanation. I have learned a vauable lesson. I hop I never have to get anthing fixed again that I bought at Bestbuy. I will probaly never ever step into that store again.
Jaki
Jacksonville, Florida
U.S.A.
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