Best Buy **Hi, my name is David Faxon and I am very disappointed with my Best Buy exper...

GetHuman-dtfaxon's customer service issue with Best Buy from September 2019

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The issue in GetHuman-dtfaxon's own words
Best Buy **Hi, my name is David Faxon and I am very disappointed with my Best Buy experience as of the last couple months. I’ve never had a problem with Best Buy before so this is surprising and upsetting. Here’s the story. **I purchased a ** inch Samsung tv with a $*** wall mount, paid geek squad to come and mount it, and I paid for the five year geek squad protection plan. ** Upon the mounting, both geek squad gentlemen were disagreeing with each other on how to mount the tv. They ended up only finding one stud, mounted it and said it should be fine. A week later I noticed that the tv was pulling out over an inch of the wall with the tv mount. I contacted through phone and talked with the manager at a store and he said he would put a rush request. The rush never happened because they weren’t able to come for at least another week. Good thing the tv didn’t pull all the way out of the wall!**Keep in mind, every time I had geek squad come to my home, I had to take vacation days.**So, one of the technicians came back with a new partner. He couldn’t believe how much it came out of the wall and said he’s never seen one that bad before, then upon using his stud finder, he instantly found a second stud. **I informed him that my tv never works when I turn it on after an extended period of time (couple hours), and by not working I mean nothing works such as Netflix, all the rest of the apps for watching, and the only fix I found is to unplug the tv, wait ** seconds, then plug it back in. He said it sounds like a WiFi card issue and to contact geek squad. **I made a third appointment and this was the THIRD vacation day that I had to take. When the lady showed up, she only diagnosed the tv. She said it most likely is the WiFi card because the tv still turns on, so she ordered a new card, but couldn’t say ***% for sure that it would be a guarantee fix. **I made another appointment to have them come back and put in the WiFi card that was shipped to me. This was today, and my FOURTH vacation day that I had to take to get this brand new tv to work. So today I had to help the two geek squad technicians take the tv down from the mount (one of the technicians has a hurt hand, so not her fault..again, they are nice). Once off the wall, they popped the back off, only to realize that the preexisting WiFi card is soddered onto the board and they cannot take it off. They said someone messed up when shipping the part and they were supposed to ship the new WiFi card already connected to a board - instead the card shipped by itself. The geek squad technician, although very nice, said we were going to have to make another appointment for them to come back. I was polite and said ok, but as soon as they left I called customer service, was on hold for ** something minutes, still haven’t received my call back yet to tell this exact story, so I decided to send an email. Another huge disappoint today was the way the technicians handled my tv - there are fingerprints ALL OVER the screen on both sides from them. I saw them constantly touch the screen, and that is basic-*** to never touch the screen! The tv box says it, it says it in the Best Buy stores DO NOT TOUCH SCREEN, so it’s as if they don’t handle TVs or are not taught how to handle TVs. **Now I don’t know if you guys are aware, but once you get human oils on a screen, it is impossible to get them completely off and it will never look new again. I am so so upset by this carelessness. **I cannot keep taking vacation days to fix a brand new tv, especially one that now looks horrible with all these fingerprints and doesn’t even work. I didn’t pay for geek squad support to be treated like this. **I would like someone to come to my apartment with a BRAND NEW tv, the same exact one or better, and take this one that doesn’t work. After what I have experienced, I don’t think that’s too much to ask. I’m sure once my broken tv is back in your hands, you can fix it and sell it refurbished or whatever. But please, please make this happen. If whoever is reading this email does not have the power to do so, please forward to someone that does. **I look forward to your reply. **David Faxon

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Customer service issue
Reported by GetHuman-dtfaxon
Sep 6th, 2019 - a year ago
Not resolved
Seen by 10 customers so far
Similar issue to 14031 others
0 customers following this

Timeline

GetHuman-dtfaxon started working on this issue
Sep 6th, 2019 5:42pm
GetHuman-dtfaxon indicated the issue is not fixed yet.
Sep 7th, 2019 4:52pm
GetHuman-dtfaxon indicated the issue is not fixed yet.
Sep 7th, 2019 4:59pm
GetHuman-dtfaxon indicated the issue is not fixed yet.
Sep 7th, 2019 7:15pm

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