Insignia + Best Buy = Frustrating

So... I'm deciding it's time to upgrade from my 3-year-old Phillips 42in 1080i plasma I bought at C-ircuit C-ity three years ago. TV has been a true champ! After lots of looking around and comparison shopping, Best Buy has looked like the ideal place due to prices, selection, etc.
I decide on the Insignia 46in 120MHz LCD. I figure it's a simple checkout, but take the offer up on 0% financing and go through the process. This is where the frustration begins... this TV was an open-box return, so needed to be run through a special open-box system that doesn't work right. After 1.5 hours of creating new open box tags, running through computers, trying to get things working to no success, I end up having to leave and am told it'll be held for me. I'm late for a meeting at work (was over my lunch break), and I walked out with no TV.
I return the next day after work. No one can find my TV that was being held. Eventually it turns up after about 45 minutes of running through different people. I try and purchase it, but someone messed up my credit app and had incorrect info. I wait in line at customer service and have to go through more time having it all corrected and billed.
Finally, I get to bring my new TV home. I open it up, but the remote that was with it is no longer there. There was no note that is was missing, and I was told at the time there was a remote with it. My Comcast remotes don't have a code for it, so I'm kinda stuck at the moment, and probably have to go purchase a remote and hope it has comparable functionality. I get it set up, and am expecting all of the rave quality of set that I was sold on ("this house brand is all LG parts! it's amazing, that's why we stand by it at Best Buy! Stay away from Vizio, that's a frankenstein, yada yada yada" rambles sales people I've talked to at BB).
The set itself isn't the most wonderful. Grainy picture even with 1080p PS3 inputs, insane ghosting on 1080i input, etc and different than I was led to understand at the store. But here's the worst part: it shuts itself off randomly. After doing research online, this is a common defect with many models of Insignia LCDs. I can't believe that Best Buy can sell something that has such a potential issue to erupt at any time. I'm glad that mine started only within two days of purchase. How honest is it to sell lines of TVs with known defects and not at least warn customers or acknowledge the issue?
I call support, now I have to take additional time out of my day to either have techs come out and replace parts in the TV that have the same potential issue since it's a design flaw, or haul my TV back with the risk that if anything seems to happen to it in transit, I lose my warrantee. Not only that, I have to go back and invest more time and frustration with Best Buy staff who can't seem to get anything right, and after all this will offer only a refund, another of the same defective TV, or have me pay them more money to get another brand, which had they told me I'd have these issues in the first place, I would have.
Thank you, Insignia and Best Buy! Good thing I didn't go to W-al-mart, then I wouldn't have had to deal with any sales people, dishonest sales pitches, or defective house brands, and have all this extra time in my life to enjoy said TV...

Well, combining the following factors leads me to believe a high probability. It's always subjective and anything's possible, but if any of the things are true below, then I think BB has some responsibility to own up to for the TV itself:
1. BB is supposed to gather information about returns (sales person said it was a customer return). There's a high chance that the buyer had the same issue I think.
2. BB should have tested for issues. Since this is a common/known defect in Insignia TVs (though not formally acknowledged by either company...), this should have been evaluated before selling to another customer. Truthfully, there should be a recall and a formal solution for this issue since it's a common defect in the design and not just a quality-control issue (ala a cracked screen, bad solder connection).
And really, the reason I went with TV is because I was told this was the most amazing TV on earth, was a rebranded LG with the same level of quality, and a nice TV through-and-through with no real differences to the others outside of specs. I'm okay with someone selling me something, as long as it's honest. in the retail industry, a company is responsible for it's representations, services, and products, not me.
Bottom line, had I just went in, picked it myself, quick five-minute credit-app and point-of-sale, and found out I made a bad choice, then shame on me. BB gets involved, gives me a lousy consumer experience, misrepresents a product, and sends me home with a defective TV not up to the representation they gave, then shame on them. And I understand not everyone will see it my way from a personal opinion and standpoint, but I believe I have some valid points.

Similar Messages

Bought Insignia (Best Buy) brand last year-need accessories

I bought an Insignia MP3 player last year on the advice of a Best Buy rep. I go to Best Buy this year because I lost the cable to connect to the computer to download music and the charger. I go tothe store to get htem adn they no longer carry them because they don't make the Insignia anymore. Does anyone know where I can get those items or something that would be compatiable?

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Best buy, please help me on this! very disappointed and frustrated!!

Here is my complaint:
1.I have been saving for weeks trying to buy this flat screen TV: the price has been $299.99
http://www.bestbuy.com/site/westinghouse-48-class-48-diag--led-1080p-hdtv-black/6233067.p?id=1219198...
Then finally this Tuesday I went there to buy, I checked the online price, it jumped to $329.99. I do have a mover coupon which is good for 10% off a single item. So I used, but I will have been really happy if I could have used it when the price is $299.99 instead. This mover coupon said any single item with some exclusions and I believe this Westinghouse 48" is not in the exclusion list.
After I bought Tuesday, I checked the price online today, man, it went back to $299.99. Your price mathcing policy said if the price lowered within the return period, we could get the difference back. Then I went back to the Best Buy at Fairlawn, Ohio (Montrose) location where I bought my TV. But they refuse to return the difference saying I used that coupon.
But key issue here is not using the coupon. That coupon DOES NOT SAY anything about not using on a sale item at all!!!!!
If I return the TV today and they give me back that coupon, I would have been able to buy this one again at $299.99 AND using that coupon again! So It is very UNFAIR they are doing that.
Very disappointed and frustrated. Please help me to get this issue straightened out!! I follow all the rules, but that store clerk did not seem to understand that coupon is good for on sale items too and that TV is not on the exclusion list so they should follow the price matching promise and issue me the credit!!!!!!

here is the detail of this mover coupon:
http://www.bestbuy.com/site/regularcatpcmcat322300050002/movers-coupon/pcmcat322300050002.c?id=pcmca...
It does not have Westinghouse TV mentioned in the exclusion list and I donot believe it is a UMRP product!
Offer valid in store only.
Excludes Unilateral Minimum Resale Price (UMRP) products, gift cards, services (both in-store and in-home), Marketplace & special order items. Not valid on Best Buy.com. Not valid in Puerto Rico. No dealers. No copies. No cash back. No cash value. Limit 1 coupon per transaction. Limit 1 coupon per customer. Coupon required at time of purchase.
Products in the following categories are excluded from this offer:
Projectors, DSLR cameras, Compact System Cameras, lenses & flashes; subscription software services, digital music services; music & eReader download cards; Unlocked phones; contract mobile phones; and mobile broadband devices. Select premium: TVs from LG, Samsung, Sharp and Sony; Blu-ray players from LG, Samsung and Sony; home audio products from Samsung and Sony; Select Sony camcorders, digital cameras, NEX cameras; & headphones, set top boxes; Canon XA & XF series camcorders and G1X, S110, G16 cameras; Nikon Coolpix A & P530 cameras; Wacom tablets & stylus; Apple branded accessories for iPhone, iPad, audio and computing.
Products from the following brands are excluded from this offer: Bose®, Beats by Dr. Dre, Polk Audio, Denon, Boston Acoustics, Breville, Dyson, Go Pro, Leap, Philips; Electrolux. These brands and products available through Magnolia are excluded: Arcam, Bowers & Wilkins, JVC, Kaleidescope, Martin Logan, McIntosh, Oppo, Peachtree, Pioneer Elite, Rotel, Savant, Sennheiser, Sharp, Sonance, Sonus Faber, Universal Remote Control™ and special order merchandise. These brands and products available through Pacific Sales Kitchen & Bath are excluded: Bosch, Bertazzoni, Dacor, DCS, Fisher & Paykel, Jenn-Air, Lynx, Monogram, Sub-Zero, Thermador, U-line, Vent-A-hood, Viking, Wolf.

I received an Ipad for my birthday in November and a month later it stopped working ie it would not power on. It was bought at Best Buy. Now I am told they will replace it HOWEVER I am on a waiting list!!!! This is simply not acceptable and so frustrating

I received an Ipad for my birthday in November. A month later it stopped working- it would not power on. I got it at Best Buy. Now I'm told they will exchange it but I'm on a waiting list! Not only is this impacting my ability to work but it is also sooo frustrating- having received such an expenisive gift and not being able to enjoy the benefits!! Any suggestions???

Dis you try contacting Apple or going to an Apple store? BB is very consistent in how they treat customers (e.g. They Suck!)

What does it take to get Best Buy to do the right thing?

I brought my laptop in with a hard drive that was beginning to show problems and asked that they transfer all of the media onto a new drive and install it. I further asked that they not install any new software only keep the original software that was on the laptop. This was noted on the receipt. But because the employee charged me $200 for a years technical service including additional virus protection that he wrote on the receipt that I asked not to include. He now says I did not ask for the correct service. Do you think he sold me the wrong one? One that can't be refunded and gets him a kick back? Do you think just maybe he was expecting me to roll over and pay the additional fee to then transfer the data when I picked up the laptop?
I have already contacted two customer service representatives from corporate that have promised same day return phone calls. I have not heard back from either! Tomorrow I forward all information that I have on this case to the news and to the State Attourney's office. It is my belief at this point that Best Buy has no intention of providing customer service only in delaying, frustrating and hopefully causing those they can to give up. I will not give up, you have my computer, my hard drive, my USB back up, my software, my money and continue to deplete my valuable time. Having been a formerly good customer and owning a business that recommends technology to senior citizens it will be my pleasure to post the poor performance of the technical service, customer service and corporate response to local issues in Melbourne Florida.

Greetings TecntEz,
Parting with a computer for any length of time can be difficult, so I can imagine how frustrated you must feel. I'd be disappointed too if I found myself in a similar situation, especially if there was any confusion regarding what fees might be applicable.
Under normal circumstances, customers who request in-store hardware installation, operating system installation, and data transfer services will be quoted separate prices for each of these stand-alone services. Based on what you mentioned though, it sounds as though the staff at our Melbourne store offered to perform all three services under a new Geek Squad Tech Support (GSTS) membership as a courtesy instead -- a significant savings over purchasing them separately. GSTS plans also do not typically include data transfer or backup, and customers must pay an additional fee for these services.
That being said, I was able to locate your work order using the e-mail address you used to reigster for the forum and can confirm that instructions were left for technicians to not install the antivirus program provided with your GSTS membership. Jessica, the rep you spoke with earlier today, has reached out to the store's management team on your behalf to confirm what work was done on your computer, as well as to obtain clarification on the fees you paid earlier this week. While we cannot guarantee an immediate response, rest assured that either Jessica or I will be in touch with you as soon as additional information is available.
Thank you for your patience and understanding, as well as for taking the time to post.
Aaron|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Damaged Tv

I recieved a Samsung 50 inch tv from my mother and father for christmas. The box was unopened and untouched until me and my husband moved into our new place in March. When we opened the box the tv screen was cracked under the styroform. No damage to the outside of the box, or inside but somehow it was cracked. When we took it to the bestbuy store in Simi Valley CA, they at first said no problem we will return it for you. Waited 20 minutes and then was told that no it had to be shipped to the manufacturer. Which was fine. Another 20 minutes later and they took 35$ from us for shipping and then we left the tv with them. 3 hours later they call up and say, oh no actually we can't ship the tv out its too big, and in fact you have to come pick it up TONIGHT BEFORE CLOSING. The actual nerve of them to say that is a complete joke. So we had to come back before closing and pick the tv up. The one that THEY delivered damage and now will do nothing about. The manufacturer wont do anything either because its cracked and it was delievered cracked. So now we are out 600$ and I feel terrible my parents spent that amount of money to be completely wasted. Someone please tell me how you can have damaged goods delievered and not be held responsible. The customer service at Bestbuy is appaling and my family and I will not be buying anything from there again.

Hello kklein23,
I can imagine little that would be more frustrating than receiving such a fabulous gift as a big, new TV only to find upon unpacking it that it was damaged. It is regrettable that your visit to the Simi Valley store did not result in the action you expected and, instead, added more aggravation to the situation. I apologize for your having to endure such an experience.
Our friends jxs2 and autotech796 are largely correct in their conclusions: our Return & Exchange Promise allows for the return of a product, defective or otherwise, only within 15 days of the date of purchase (30 days for My Best Buy Elite members and 45 days for Elite Plus members). Outside of that time frame, Best Buy is unable to offer a return or exchange. With that said, I'd like to look into your particular situation in more depth, but will need more information to begin. Please watch for a private message from me with that request. To check your forum inbox, ensure that you have signed in with your user name and password, then click on the envelope icon in the upper right of this page.
I look forward to working with you and I am grateful that you took the time to write to us with your concerns.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Geek Squad Warranty is terrible!!!

Not usually a social media poster, but when I searched this topic and found I was not alone, had to vent. As previously mentioned in other posts, it seems that there is a general trend for BB GS warranty service to have a major DISCONNECT between their phone operators/technicians/customer service people and the actual technicians that are sent out to do the repairs, and the subsequent repair of their TV's.
It has been 23 days since I first contacted GS and I have had two home visits from GS and will have 3 different sets of parts ordered by the time they return next weekend!
Some history- I too have bought most of my bigger electronics from BB mainly for lack of serious competition where I live (mainly only Sears). I have bought at least 5 TV's from 32"-55" from them in the last 5 years, and this is the second large TV that has gone out on me within 2.5 years! The first one was a Samsung 47" LED that was 6 mos post warranty and basically the amount that they were going to charge to repair was something crazy! Thus, thinking that it was just the brand, I did my research and settled on a Panasonic Plasma rather than pay for an expensive repair.
Fast forward to 23 days ago. TV fails to turn on, notice power button blinks 8 times. Google search the problem, call GS. This time I did buy the extended warranty, but the tv is still under the manufacturer warranty. Talk to a tech he says no problem, will order parts for you and set up a home repair for after the parts arrive. I get no tracking # from UPS only when it should arrive. Arrival day comes and no parts! Repair is scheduled for the next day! Call GS, (who by the way is NOT 24/7 for repairs, only for tech support) and they say that the parts are delayed so will reschedule the repair appt. Parts arrive 3 days later and next day tech comes and finds out we need different parts! He tells my wife, I'll be back a week from now. No tracking for parts, so figure maybe the tech will bring it with him. Day that the tech said he will be back (a week after his first visit, as per his statement), we get no phone call or visit from the tech. Call GS that night, but of course have to trick the answering system to talk to a LIVE person, a salesperson, that is, and they say I have to call back tomorrow. Talk to them the next day only to find out the parts will arrive the next day and the tech will visit Saturday(yesterday). Tech comes and finds out he needs ANOTHER part! WTH!!! Tells my son, who stayed home to answer the door, that we will be back next week! Call GS and talk to a tech who tells me about the 30 day window or that they will replace the TV. He tells me that he is pretty sure that after the next visit that the tv will work! He also goes on to tell me that if it was him, he would have known what parts to order the FIRST time! He goes on to tell me that there is nothing that he can do since he works from home and that if I have further issues it be best to call corporate HQ and complain! TOTALLY UNACCEPTABLE!!! In all fairness to the telephone support people, they have all been overly nice and apologetic, but "so sorry" only goes so far. Why can't my local BB GS get on the same page with the techs that troubleshoot over the phone? Best thing to do is never buy from you clowns again! Hope Sears doesn't shut down all their stores here!

Hello beyondpeeved-
I can certainly understand your frustration, no one likes to be without the service of a major electronic product like a TV, but it’s especially annoying when you are faced with delays as well due to parts, etc.
I absolutely apologize for all the delays that you have gone through up to this point and what appears to be a lack of communication on our part regarding the progress of that repair. I’d like to look further into this for you, but I could not find any customer information for you with the email address on your forum profile.
If you could send me a Private Message with your full name, phone number and email address that I might locate a customer profile under, I would appreciate it. If you could also include any work order numbers that you might, that would help as well. You can send me a Private Message by logging into the forum and clicking on the button across from my name on this post.
I look forward to hearing back from you,
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy should be ashamed of their lack of customer service.

On Saturday, 7-26-14, I attempted to file a claim on a cell phone warranty. In store I was notified that the policy was inactive, yet a second phone that was attached to the account was all active. I researched the cause of this and found my credit card was cancelled due to my bank discovering possible fraud. My wife called customer service in May, and after dealing with rude representatives, she was able to get both phone insurance policies reinstated.
When I called customer service today, after being hung up on twice, I was told that the policies were reinstated, but my wife failed to update the credit card information. I thought the error was on our part. My wife was able to find another email from Best Buy, that proved she updated the information. Conveniently however, Best Buy supervisor Mark was unable to find this proof email, but could find the earlier email. I find this highly unlikely.
Mark did reluctantly reinstate the policy, and told me I would have to go back to store to follow through with the claim. I notified Mark that due to the incompetence of Best Buy, and their insistence that I was the one that failed to update my policy, I threw the paperweight of a phone away. He then told me that I was out of luck, but referred me back to the store.
I understand the concept of "passing the buck" back to the store because that allows him to get off the phone with me. He also told me that my bank was the problem, yet I find it odd that the second phone on the account was current on payments. He also could not explain why, if it was my bank's fault, that no email was sent. Best Buy was quick to send an email when my credit card was cancelled due to fraud protection, but not this time?
Best Buy customer service gives people the run around, fails to live up to their obligations, and loses certain emails that show the costumer is correct. Best Buy also refuses to make their mistakes right or to even admit mistake on their behalf. I was told by Mark that he is in charge of the Customer service call center, so I obviously will not receive a reasonable resolution to this problem.
Best Buy has the absolute worst costumer service that I have ever dealt with. I will never conduct business with Best Buy again and I'll encourage every person that I come in contact with to do the same.

Hello molonlabe-
I’ve been fortunate enough to not have to need service on my cell phones to this point (knock on wood), but if I ever do, I hope that my experience doesn’t match yours. It certainly sounds like it was frustrating.
Generally, if we are unable to collect payment on a monthly Geek Squad Protection plan three months in a row, we should be sending out an email to whichever address we have on file instructing you to contact us about this issue. I’m sorry that this did not happen.
Usually, the email letting your know that your credit card information has been updated in an automated system email and Mark would not have visibility to that, though he should have been able to see when your wife called in and had the plans reinstated. I will definitely be documenting this feedback for training opportunities.
If you no longer have the phone, we would be unable to assist you, however, if the plans have been reinstated, you may still end up being charged each month if you did not have Mark cancel the plan. If you did not cancel that plan, I would recommend contacting us at 1-888-237-8289 for assistance with cancelling this to avoid any future issues.
Thanks for connecting with us; I do hope that at some point in the future, you will allow us another opportunity to earn your business.
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Price Matching Fiasco

I wanted to let you know of the horrendous customer service I have just recently experienced trying to get a video game price matched. It should be a rather simple thing to take care of, and yet Best Buy wasted about two hours of my time today.
Today I drove to your West LA Best Buy location to pick up a copy of NBA 2K15 for Xbox One. Since Walmart is running a sale on this exact item for $29.96, I brought the printout to the store. I show it to the salesperson, they go back and talk to other people, then she comes back and says "I'm sorry, this is out of stock at Walmart so we cannot price match it." I told her I just looked recently and it was in stock, and I asked her if she checked both online and in-store options and she said "yes, it's out of stock both in-store and online." As my phone did not have good reception in the store, I could not verify for myself.
As I was back in the car driving, when I had better service so I pulled up the Walmart site on my phone and navigated to the listing. While their site said you cannot order through Walmart's mobile site, you can through the normal Walmart.com site. As soon as I brought up the regular non-mobile page, there the game was, in stock. The Best Buy representative must have either straight up lied to me, or checked on a phone and didn't really investigate it. In any case she did lie to me regardless, since I asked her if she checked if it was in-stock in-store and she said yes. This is completely unacceptable, and it was a waste of my time, gas, and patience. On a side note, this is not the first issue I have had recently with this Best Buy location.
My issues didn’t stop there. I then had to resort to calling the Best Buy hotline to try and price match. The representative was very nice, checked the item on Walmart’s website, saw it was in stock, and was trying to get the price match to go through, but was having issues. I was on the phone for almost 30 minutes, still waiting for her to put it through, and then it got disconnected. When I called back and got a representative, she too was very nice, and apologized for me getting dropped, saying that other customers have had issues today as well with getting dropped. She said she saw that the last rep was trying to price match the game. She goes and looks up the game on Walmart’s site, and she says she can’t price match because the item is not in stock. I tell her it was when I spoke to the last rep, it was in stock, and I was just calling back to complete it. I’m already 15 minutes into this new call now. I ask to speak to a supervisor. I wait, and wait. About 15 minutes later, she gets a hold of a supervisor who she is speaking with over chat, and the supervisor gives her permission to put the price match through. This ends up taking quite a while longer, supposedly due to new systems being implemented. All in all, that second call ended up taking just under 50 minutes. So on the phone today, Best Buy wasted an hour and 20 minutes of my time. Then you add another 30 minutes or so for the drive to and from the West LA Best Buy store.
This whole situation today is completely unacceptable, and really isn’t a good reflection of the customer service Best Buy gives. This is even more troubling considering I am a loyal Elite member. Best Buy makes it seem like they value their customers, especially their Elite and Elite Plus members, but with the recent customer service issues I have experienced, it seems that isn’t the case.
I would very much like to know what will be done so that the West LA store has representatives who know what they are doing, and also what Best Buy will do for me for the frustration they have caused and the time they have wasted.
Thank you very much for your time and understanding in the matter.

John-BBY wrote:
Hello FlyBri,
Best Buy's Price Match Guarantee is a great way to ensure that you get the best possible price on exciting products and still have the benefits of purchasing through us. I was delighted to read that you were successful at taking advantage of it, though I regret that you had to invest such persistence in achieving your goal.
In truth, our stores will price match their local brick-and-mortar competitors on the condition that our requirements are met (i.e., the competitor must be in stock). Our store representative rightly informed you that we could not match our competitor's price if they had verified that their local store was out of stock. That being said, and as I previously mentioned, I was happy to read that your perseverance was rewarded via BestBuy.com.
I'm very grateful that you wrote to us about your experience and for your feedback.
Sincerely,
Hi John,
I appreciate the response, but I believe you unfortunately misunderstood the situation and what had happened. The Best Buy reps at the store DID NOT correctly verify that the item was out of stock.
A local Walmart store did have it in stock, as did ordering it through Wallmart.com. The representatives checked on a cell phone, which goes to Walmart's "mobile.walmart.com" website. The item was not available for sale through that specific mobile version of the site, but it does say that it is available on their main Walmart.com site. In addition, when on the main site, a check of the stock of a local Walmart store showed that there were copies available. So obviously the Best Buy representatives did not rightly inform me because they did not check the way they should have.
I also believe you are mistaken regarding the Best Buy Price Match Guarantee. Even if a local Walmart store was out of stock, if the Walmart.com website does have stock of the same item I am trying to purchase from Best Buy, Best Buy must price match it. To quote a portion of Best Buy's Price Match Guarantee language from the BestBuy.com website, "At the time of sale, we price match all local retail competitors (including their online prices). It says nothing about the stock having to specifically be in the local stores only. It's a moot point though, as at the time there was stock in a local store.
So the Best Buy reps at the West LA store did not do their job properly as you mistakenly thought they did. And because of this, I had to waste valuable time and energy to get a simple pricematch done. The problem is that this is not the only incident I have had to deal with in the last few months (and the second I have had to deal with in that specific location), and is especially disconcerting for being an Elite member as well. I am hoping the employees at that location can be better trained, in addition to taking care of the software issues plaguing the phone reps, so thtat they can put through a simple price match quickly, without it taking an hour and a half.

Best Buy Geek Squad TV Warranty is Terriblw!

I'm in my third week of waiting and I still don't have my TV repaired! What a frustrating experience! I called Best Buy Geek Squad 17 days ago to report that my TV stopped working. I had purchased the repair warranty so I assumed I could get it fixed in a timely manner. Wrong. I had to call every single day the first week just to try and get a service date. Finally a repair service agreed to come out but cancelled without reason the same day. I talked to many Geek Squad personnel and was constantly transferred so many times to other people. Each time they expressed concern that my problem was not being handled but then promptly transferred me to someone else. On at least three occasions I was promised that someone would call me back to schedule service. None of those promises were kept. No calls were returned. In the second week I finally got a repairman to stop by the house. He told me he wasn't authorized to fix the TV, but rather had to figure out the problem and report back to Best Buy. He narrowed the problem down to three different components and left. I received a call from someone at Best Buy who told me that they were assigned to assist me through this process. It's been ten days and I haven't heard back from this person. My repairs were apparently approved at some point and I'm still waiting for replacement parts. I filed a complaint with the Better Business Bureau but was told by Best Buy that they couldn't do anything, such as replace the TV, for at least 30 days. So I'm in week three and still waiting!
I had this problem one other time and after weeks of scheduled repair appointments where the service personnel failed to show on at least three occasions Best Buy finally sent me a gift card to replace the TV. I should have learned from that experience. Now it's happened a second time! I've spent thousands of dollars over the years on TVs, computer systems, and electronics at Best Buy. I can assure you that after this experience my family and I will shop elsewhere for our electronic needs! I'm very disappointed!

Hello usms2617,
I can’t even begin to count how many shows I watch on my days off from work. Because of this, I know I’d be frustrated too if I went without my TV for a long period of time, especially if a repair took longer than anticipated. While rare, repair delays do occur and are usually due to part delays or technician availability. It seems though that there may be other issues in play though. I’m sad to hear that your TV repair hasn’t progressed as smoothly as we would’ve hoped, and I am sorry for any aggravation this has caused.
When one of our customers is underneath a Geek Squad Protection plan and a repair is necessary, we ask them to set up a service claim with us by either calling 1-800-GeekSquad or by scheduling an appointment online. There are times though when our Geek Squad agents are unavailable for certain areas, and our third party team takes over the repair to assist. Upon review of your work order using your email address on the forum, I’ve found your repair is currently processing through one of these third party teams.
However, the quality of service should still stay the same no matter who is repairing your television. As we want to ensure that your television repair progresses as smoothly as possible from here, I’ve contacted Matt from our Special Forces team who handles situations likes yours. As your repair time is longer than normal, I understand he has reached out to you to discuss this further.
Please know that I will keep my case open with you and watch its progress as Matt and I are working together to resolve this. I appreciate your patience and I’ll send you a private message once an update is available. You may view it by logging into the forum and clicking on the envelope in the upper right-hand corner.
Thank you for posting!
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy needs to change their delivery policy

I ordered a small electronic item, and have been going through a hassle to get it. It is being shipped by UPS, which has been totally uncooperative. I waited at home until after 5 p.m. yesterday, and then had to leave for an appointment. UPS attempted delivery at 5:56. I live in an apartment building with a locked front door and no resident manager. I can't count on my neighbors to be home to get my package, either.
When I called UPS today and requested that my package be held so that I could go pick it up, they told me Best Buy has a policy that their packages cannot be held. This means that I have to either spend another day waiting for UPS to arrive at an unknown time or let the package go undelivered. This is unacceptable.
Best Buy tells me I can't cancel my order, and that all I can do is let the package go undelivered for three days, and they will credit my account.
This means that either I lose my order or be a virtual prisoner waiting for UPS. If Best Buy would have informed me that I could not either pick up my package at a store or get it held by UPS, I would not have placed the order.
Either the holding policy needs to be changed, or customers need to be informed about it up front. I am angry enough to not do business with Best Buy in the future.

Good afternoon mantelli,
Waiting for packages to arrive can make anyone anxious and excited, especially if it’s a package you are in dire need of receiving or something you've waited a long time to order. To not receive the order, or find it may be sent back if not delivered, would be quite frustrating, and I am sorry if this is where you stand with your order.
After the 3rd attempted delivery in which the package cannot be delivered, it will typically be sent back to us for a refund. While some people cannot be home during the delivery, we have a store pickup option that can assist in such situations as we do not allow packages to be held at UPS locations for pickup. Instead, you may choose to pick up your purchase at a nearby Best Buy store, which may allow you to pick it up as early as that day, or in a few days’ time. For more info, you can check out our Store Pickup page on BestBuy.com.
I apologize if this is not the resolution you were hoping for, and if you are dissatisfied with this ordering experience. I was able to locate your order using the email address you used to register with the forum, and I see that it is on the truck today for the 2nd delivery attempt.
I truly hope that in the future you will allow us to provide you with a better experience, and greatly appreciate you sharing your experience and providing your feedback!
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Website Not Working?

Hi there,
Over the past 4 days, the Best Buy website has forced me to update my password _each time_ I want to log into my account. I successfully updated my password again today and tried to purchase a few things. When I tried the Paypal link the page went blank. I closed the brower, deleted history and cookies and tried again. And now it wants me to change my password again. As an Elite customer, this really looks bad on your website.
I buy plenty of stuff off of other websites, so I don't think it's me. Can someone check to see if something is going on and fix the site? I'm getting frustrated.
Thanks!

Hello bkat,
I'm disappointed to read that you've run into trouble with placing orders on BestBuy.com. This certainly isn't the level of service to which we aspire and I regret any inconvenience to you as a result.
Your troubleshooting was very complete, and I'm sorry it didn't resolve the problem. Using the information you provided when you signed up for Best Buy Unboxed, I was able to locate your account. I have initiated a password reset that should resolve the issue for you. Please follow the instructions in the email you receive. For best results, I recommend using a new, previously unused password. Please let me know how it goes!
I'm grateful that you took the time to write to us with your concern.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Smash Preorder Bad Experience

I sent the following email to Best Buy regarding my bad experience when I went to pickup my Super Smash preorder. After hours of being on hold and being transferred to countless different people, the final explanation I was given is that Best Buy can at any time cancel a pre-order, so I had no recourse. Here is the original email I sent:
"I was writing to make bestbuy aware of a very unfortunate situation that I encountered tonight at my local best buy (Las Vegas, NV, Summerlin location). I preordered the $99.99 bundle of Smash Brothers Wii U in store, putting $5 down to reserve a copy. I have my best friend in town tonight to play Smash this weekend, so I was really excited to get off work and go grab my copy. Unfortunately, once I got to best buy, they told me that they sold my copy to someone else accidentally and that they didn't know if they would ever get another shipment. They offered me no recourse except to wait and see if another shipment came in. After driving around for a couple hours I finally found a place that still had a bundle and purchased it. It was a horrible experience and makes me regret becoming part of Best Buys gamer club. I would have gotten 20% off at Best Buy with my Gamers Club Unlocked Membership, but I had to get it at Fry's instead and paid full price. I tried to find it at another Best Buy but all of the ones in Vegas were sold out.
I would appreciate if Best Buy would, at a minimum, refund 1.) the $5 preorder I put down on the game and; 2.) the $20 discount that I missed out on with my Gamers Club membership because I had to go purchase it at Fry's. I have usually had good experiences with best buy, but this one has really soured me on buying my games at Best Buy and would hope that you guys would make sure something like this doesn't happen in the future. Preordering games is to ensure that you get a copy when it comes out, it is not a source for free money for Best Buy. I can provide any documentation you need and I look forward to hearing from you."
After talking to many different associates for countless hours I am done trying to get anything for this nonsense. The last person I talked to told me to put down the full money instead of $5 next time and this might not happen. Best Buy has lost a loyal customer because of their policy.

Hi Vote4link,
As a Super Smash Bros fan myself, it’s truly disheartening to read of your pre-order experience. Having a friend in town to play over the weekend, only to find out that your copy isn’t available at our store, is understandably frustrating and I’m very sorry if that is what happened here. While it sounds like you found another option to acquire the game, I regret hearing that it wasn’t at Best Buy!
Like zztoluca said, if you pre-ordered and your copy arrived at the store, it should have been held for you. If this didn’t occur, it was a store error and this is the last thing we want for our gamers, especially those who are members of Gamers Club Unlocked. With that, your $5 deposit will automatically be refunded to you if you don’t fulfill your pre-order within eight days if it was created on BestBuy.com, five days if created in-store.
I’d like to ensure your feedback is seen by leadership at the store, so if willing, please send me a private message and include either your BestBuy.com order number, or the Customer Service PIN located on the bottom of your in-store pre-order receipt. You can send me a private message by clicking the link in my signature.
Thanks for sharing your concerns with us and despite the circumstances, I hope you’ve been enjoying Super Smash Bros.
Brian|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy heart break

I went to Best Buy to look for a refridgerator. I saw one online but wanted to check it out in person before I made the purchase. While there, I saw this white open box fridge that I fell in love with. I bought the fridge and awaited for a week for it to be delivered which is when the issues started. I ordered the waterline to be installed. I was informed that the same people who delivered would be the same guy who installed the waterline. Apparently it is not. The guy came at 9:30am before the fridge. He promptly left, mad, because he can't install the waterline without the fridge. He then told me I had to reschedule. I called customer services and explained to them what happened. They contacted the store who apparently also did not know it was a different person. Then I waited on the fridge. My mother called, and was informed that the fridge would not be coming. They stated that there was an issue with the power cord. However, no one gave me a call. Their solution to me was to pick out another open box fridge. This was not a viable solution due to the fact that I have white appliances and everything they had was stainless steel. They also put no value in my time being wasted for the waterline or waiting on my fridge or their lack of communication with me as a customer. I called the assistant manager who was not helpful. I then asked for her boss, and then his boss. When I talked to the store manager he was more helpful. I ended spending another $200 to get the fridge I wanted brand new. Still a good deal, however, their customer service sucks. I shouldn't have to ask for multiple managers to get any kind of results. I wasn't trying to get something for nothing I just want what was ordered and for someone to communicate with me. I have talked to multiple people who all believe I would have been treated better if it was a better neighborhood and that's a shame. Never again will I deal with this best buy.

Hello jacksa04-
It’s definitely always frustrating when you find absolutely the perfect product and then come to find out its not available. Combine that with a lack of communication around your installation and delivery with time wasted on your part and I can completely understand why you would be disappointed in this experience.
In general, installation and delivery of an appliance are handled by two different people, which is usually why the install is scheduled after the delivery has occurred. I’m truly sorry that this ended up being backwards for you and that it cost you this extra time. In addition, when a customer contacts our store looking for more assistance from a management team member, they should be willing to get the customer in contact with the manager best suited to handle the situation.
I wanted to thank you for taking the time to post your feedback here on the forums for us to review. While I can appreciate your reasoning for not shopping with Best Buy any further, my hope is that you will allow us another chance in the future to earn your business. In the meantime, I hope that you are enjoying your new fridge!
Sincerely,
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy restrictions are ridiculous

I recently ordered a Gateway computer online. It was to be delivered by UPS. Tracked my order, saw it would be delivered 2/10/14. I work 8-5, went home on my lunch break to see if package had been delivered. Had a note from UPS stating they attempted delivery and I was not home. Would try again the following day between 10:30 and 2. Did not have any indication on the note as to WHY they could not deliver (i.e. signature required, payment requested, etc) Obviously, since I work, I was again not going to be home to receive my package. So I called the UPS customer service number to see if I could arrange to pick up my computer at their Customer Care location. The gentlemen politely informed me that no, I could not do that, as the seller (Best Buy) had restrictions on delivery. Basically, UPS could not change anything about the delivery. What does Best Buy expect those of us who have 8-5 jobs, and therefore are unable to wait at home for delivery of our purchase?? No where in my tracking info or order description does it say anything about me having to be home to receive delivery. I can understand that Best Buy may require a signature for delivery. That is perfectly fine. But why can I not physically go to the UPS location and sign for my purchase? This is ridiculous, and if this policy is not changed I will not be a repeat customer. As it is, I was able to get an "estimated" time of delivery, so I will take off in the hopes of catching the UPS man. If not, I do not know what I am going to do.

Hello arbefort,
Welcome to the forum. As a person who works outside the home, I can completely understand your frustration at not being able to make arrangements with UPS to pick up your computer. While I wouldn’t want a big investment like that left at my doorstep, I also can’t leave my work at any time to go home to wait for UPS to arrive, so I’m very sorry you had such a hard time getting your order.
Using the e-mail you registered on the forum, I was able to locate the order, and was glad to see that you did finally did receive it. I am unaware of any restriction that does not allow you to pick up your package at a UPS Customer Care location, but I do appreciate you bringing this to our attention, and I assure you I will be documenting your comments to forward to our internal teams to look into this further.
I sincerely apologize for any inconvenience this has caused, and I hope you are enjoying your new computer!
Thank you,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

Insignia + Best Buy = Frustrating

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