Best Buy
7601 Penn Avenue South
Richfield Minnesota 55423
United States of America
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Best Buy Tech support broke my home theather and wanted to charge me to fix it Richfield, Minnesota
*Consumer Suggestion: No such thing as Lifetime In-home Instruction
1Author
3Consumer
0Employee/Owner
Hello hows it going, I have the most ridiculous issue i ever faced before. I bought a home theater from Best Buy 2 years ago, which cost around 18 thousand dollars.
Today i call up Geek Squad because i had an issue with my remote, around a year ago they came to repair it and
removed the battery which for some reason i was not able to remove it myself.
Which is the reason why i called them in the first place, so i spoke to one of the techs in the repair department and she told me that my installation warranty is up but i still have a year on my repair warranty.
She told me this is not a repair related service and she cant send a tech to my home, she went on to tell me i should try and see if the blaster for my remote is unplugged or not.
I told her i have no idea what a blaster is or how to look behind my receiver which had many wires. She told me i have to do it myself and that it's okay it will be fine, so i moved the receiver myself and found nothing there
which i seen was unplugged.
About a minute later i noticed that my back speakers were not working after moving the receiver around, i told the
agent and she told me that the best she can do is charge me 99 dollars to send a tech to troubleshoot the issue.
After she made me move my receiver and mess up my speaker setup she had told me that i have to pay
to get an issue she caused fixed. I could not believe what she told me i even had to ask her a few times to repeat herself, i asked to speak to a supervisor and she told me fine and 2 minutes later the call was lost.
I call Geek Squad back and ask to speak to a supervisor and they put me on hold for 15 minutes only to transfer me to a department that is closed. I have no idea what to do, i will without a doubt never buy a product from Best Buy ever again.
I was on the phone for 2 hours and my issue was not resolved, i guess the best thing to do is BBB or Attorney
General. It's not really even about the money for me, I just cant believe how they treat a loyal customer.
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REBUTTALS & REPLIES:
1Author
3Consumer
0Employee/Owner
Updates & Rebuttals
#1 Consumer Comment
AUTHOR: coast - (USA)
SUBMITTED: Wednesday, January 25, 2012
POSTED: Wednesday, January 25, 2012
Have you read the operator's manual(s) that came with the equipment?
Did it occur to you that you probably unplugged something when you moved the receiver?
#2 Consumer Comment
AUTHOR: sillyrob - (USA)
SUBMITTED: Wednesday, January 25, 2012
POSTED: Wednesday, January 25, 2012
What you're stating is that you moved something, it doesn't work, and it's Best Buy's fault? They didn't do anything wrong. They didn't even touch it! How can you blame a company for breaking something that they didn't touch?
#3 Consumer Suggestion
AUTHOR: IntheKnow - (USA)
SUBMITTED: Wednesday, January 25, 2012
POSTED: Wednesday, January 25, 2012
On one hand, if I was the Store Manager and you spent that amount of money in my store, I would give you some courtesy "instructional" visits, installation related, but there is a limit. Sounds as if you purchased their Black Tie Protection Plans - where external contractors or repair depots fix the merchandise either by in-home service or bringing the products to Geek Squad and having them mailed out. (Geeks are NOT mfr authorized repair personnel.)
On the other hand, charging you for installation, learning or diagnostic visits is not uncommon.
I never shop at BBY, hate their Black Tie Deception plans, but they don't seem to be in the wrong here.
