On May *nd, I purchased a **" Samsung open item monitor that was on display and listed...
GetHuman2962596's Geek Squad Support issue with Best Buy from May 2019
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The issue in GetHuman2962596's own words
On May *nd, I purchased a **" Samsung open item monitor that was on display and listed at a reduced price. Because it was near closing time when I purchased it and the unit was a display model, I agreed to pick it up the following afternoon, which I did. After getting the TV home, it was a couple of days before it was mounted and connected. Once it was connected, we immediately noticed that the TV had vertical stripes across the screen going from the top to the bottom of the display. Since Samsung provides a one year warranty on their TVs, I contacted their technical support using the app built in the TV. It took them a couple of days to contact me , but on ******** they sent a text to me and then followed up shortly with a phone call. I explained the issue and sent photos of the problem to the Samsung rep. They sent me a set of instructions to me on how to fully reset the TV and said it would likely fix the issue. The next day I completed the instructions and there was no improvement. It was now May * and I contacted them again telling them the issue was not resolved. After speaking with them, they requested a copy of my receipt and a copy of the “About This TV” window that displays the make, model, serial, firmware, etc., which I sent to them. The technician said he would open a service ticket and I would be hearing back from them on a date that the TV would be serviced, but that it was tentatively scheduled for service the afternoon of May ** but they would contact me via email with further details because their system was not allowing them to open the repair ticket for this TV due to there being an existing ticket opened with the same serial * as mine. I never received an email or call back from Samsung, so I called them back the afternoon of May**, to inquire about what time the service repair would take place. The representative apologized and said that a repair appointment had not been made for it yet. The service rep. asked for the About This TV screen, the Serial * on the rear of the screen and a photo of the problem, all of which I sent to them. The service rep. said they could not open the ticket because there was an existing ticket open. I asked to speak to a supervisor and I was connected to a supervisor named Iris. Iris also asked for me to confirm the serial *, which I did, and explained that there was an open service ticket with the same serial * as the TV I purchased, but it was listed under a different name than mine. I explained that I had bout the TV from BestBuy as an open box and what could be done to resolve the issue of the vertical lines. She said that she would work to get it resolved and would get back in touch with me, but it may take a couple of days and we completed the phone call. On May ** I received a call back from the supervisor Iris stating that she was still working on the issue of opening a repair ticket and would be back in contact with me as soon as she had the issue resolved. On Monday, May ** I received another call from Iris and she said that the TV was out of Samsung warranty and that I should contact a repair service like GeekSquad or another company to repair the TV at my expense. She explained there was nothing more that she could do. Today, May **, I stopped by the BestBuy store I purchased the Samsung TV from and spoke to someone in customer service about the problem. They pulled up the information on the purchase in their system and printed out a copy of the receipt, which they then brought to a store manager to explain the issue. After speaking to the manager, the customer service rep. returned and said that I would need to contact GeekSquad as it would be covered under the five year warranty I had purchased when I bought the TV. I told her that would not work for me, as I did not want to use up my five year service plan since I had just purchased the TV less than three weeks ago. I explained to her all of the times I had spoken with Samsung and that it wasn’t until yesterday that Samsung had told mew they would not repair the TV. I told her the reason the ** days passed was because Samsung took from May * until May ** to tell me that the TV was out of warranty, therefore I had no reason to return the TV sooner, as Samsung was telling me all along that they would repair it once they got the ticket straight in their system. The BestBuy customer service rep. explained that the TV was more than ** days and could not be returned and to explain everything that I had told her to a customer service representative at geeksquad, which is why a wrote this lengthy message to you.**Rick Sumrall, ***-***-*****Best Buy Member ID: ***********Receipt ticket *’s **** *** **** and **** *** **** **The second receipt * above was for a $** store credit the following day I went to pick up the TV. The sales person I purchased it from the previous night had said that all of the accessories were included with it. When I came to pick it up, he apologized and said after they pulled it off the wall, the stand and remote were missing and they could offer me a $** store credit because of that, which I accepted.
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