Bestbuy Geek Squad Technician
Charged $150 Diagnostic Fee for Technician Who Only Checked Serial Number

A week ago, we called bestbuy to report problem with our plasma TV (purchased from them more than 2 years ago w/o extended warranty) that turned all black (no picture) but with sound. The problem was described to them over the phone. Technician was scheduled to come and check the unit for diagnostic test. This morning 5/19/09 around 10:15am, technician came and asked me to turn the TV on, I did and same problem showed up (no picture but with sound). Less than a minute, he told me to turn it off and he then took the serial number, opened his laptop and search for replacement parts to fix the problem. He did not even check the TV for possible connection problem or at least "check something" but rather told me that Plasma TVs got the same problem and is not a good kind to have and he also had his TV fixed due to same issue.

After showing me the cost of parts to repair from his laptop (which we could have done over the phone in his work place), he told me that I need to pay $150.00 for diagnostic and cost of trip. $150.00 in less than 30 minutes. It is BestBuy policy according to him so I paid him.

I called bestbuy right away to report my dissatisfaction but after the customer service took my information and checked on the technician's report, he said that the technician did his job accordingly.

So it is BestBuy's service standard and business strategy. Clearly taking advantage of their customers in this time of economic crisis. If they really care about us, consumers. Such kind of service could have been done over the phone. I know how to check serial number which was exactly what their technician only did for $150.00. It is sad to think considering we are a BestBuy customer for more than 7 years now with very satisfactory account handling.

If they don't care about us, consumers, then they don't deserve our business with them. I am expecting BestBuy to do something about this. Imagine how many $150.00 they charge each day sending their Geek Squad technician to check serial numbers. What a shame for a company like BestBuy.

Company: Bestbuy Geek Squad Technician
Country: USA
State: Illinois
City: Round Lake
Site: bestbuy.com

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