TV & Home Theatre

[#1]

So I know I am not the first to experience problems when it comes to ordering a TV online at Best Buy during Boxing Week and it helped to read other peoples posts to avoid going in store. So this is what happened to us...

We got a Samsung 51" plasma 3D tv during Christmas Eve sale and delivery of TV was suppose to be delivered on January 11, my husband took the day off of work so he could be home to receive it and set it up. During the time slot of the delivery, the home delivery people contacted my husband and informed him they went to the wrong address and decided to not deliver it that day. He was originally given a three hour delivery time slot and they ended up in North York, Toronto instead of the Beach (which is only a 20 min drive away with use of DVP), but didn't come. No one contacted my husband about when they would show up, of course my husband tried numerous times to contact someone about this and no one followed up with him until 9 hours later....saying that they would have to schedule another day for delivery and would take 2 business days for someone to contact him about this.

So they took two business days to schedule the delivery for Jan 14 and they finally show up with TV, it was dropped off by one delivery guy (not two) and he just dropped it off and left, never set it up like he was suppose to do and make sure it was working. So of course my husband sets it up on his own and then when we finally turn on the TV it doesn't work!!! The TV is not working at all and making a buzzing noise with nothing showing on screen. My husband goes off to work angry after setting up and I try to help by calling customer service....

Let me tell you I spoke to 7 people at that call centre and no one could give me any good advice or help me out. No one wanted to come to our house to check out the TV or even pick it up for us the same day for an exchange. Everyone just kept saying to return it in store and buy a new one. I could never get a supervisor or manager on the phone cause apparently there wasn't anyone there. My husband works retail and knows that there always has to be a Manager on duty. So got the pure run around from every representive and even when transferred to Geek Squad they didn't say anything but transfer me back and forth to the same dept. I was told to go back in store and return it, but from all the comments/reviews I have read on the forum says that this doesn't work so why am I being given this information from Best Buy??? So I can't even bring it back in store because I will be turned away since it was purchased online. I even contacted Samsung who tried to help solve my problem with the TV, they determined it was not good to even try to fix so they told me to just bring back to store and get a new one it shouldn't be a problem (little do they know it is!!!)

So my husband decides he wants to return the TV (no exchange) because we were lucky to find the same TV at a smaller store for the same sale price the next day of receiving defected TV from Best Buy....which we got in person and now in our home. I am glad we did this because we have the TV and it works...but imagine if we didn't and had to exchange?? Once we called to make the return with Best Buy (Jan 15 was when they said they "processed" the return) for the defected TV, they said they would email us about the next steps. We never received an email as we were told.... so again called to follow up last Thurs. Jan 19, they said they would put it in "priority" and then emailed my husband the next day saying that the return would get processed and that he should get another email in 2 business days for a scheduled pick up. That didn't happen! So he called again yesterday (Tues. Jan 24) and again was told someone would contact him in 4-6 business hours. Still waiting!

It has been TEN DAYS since he asked for the return with customer service at Best Buy (one month since purchasing), they still need to contact us to schedule a pick up for the TV and then wait again for someone to get it, then finally process the return when they receive it!!!! This was purchased online by credit card so will be incurring unneccessary interest on the credit card due to the inconvenience of Best Buy's service. This is indeed unfair and unprofessional, a huge disappointment and stress for both of us to have to constantly contact Best Buy customer service (tell our entire story over and over again and get the run around every time) to get this resolved!!! Why does no one want to help us and try to make our experience a better one???? We continue to wait for someone to schedule a pick up for our TV that sits in our home while we wait longer for a refund and pay interest to our credit card!!!

[#2]

Hello Micdee,

Thanks for your post to the Plug In Community.

Your issue has been forwarded to customer service. Please also visit the Frequently Asked Questions section of our website here for more information.

As a reminder, Plug-in is a space for the Best Buy Canada community to exchange ideas, tips, information, and techniques related to the products and services available in our stores. Support inquiries are best handled by our customer service team. 

[#3]

How else are people supposed to know what bad service they receive from Best Buy since you can't talk to anyone but seasonal customer service reps who read from a script and don't do anything. No one gets back to you and you can't leave complaints anywhere else.

I read the return policy for returns for online vs. in store, it states on your website you can take items back to store for a refund, it states under: Exchanging or Returning Products Purchased Online

"We would be pleased to exchange or give you a refund in-store on most items you buy online, up to 30 days after your receive your order."

http://www.bestbuy.ca/en-CA/help/online-policies/hc8136.aspx?path=99bebb91afa9d4bbcd9deccd4c513de9en...

So the policy states you can take items purchased online back to the store for a refund, but Best Buy changed the in-store policy (as I have read from other posts on this forum of similar situation) and was told over phone by customer service,  that you can't do that with large TV's even though it's not posted on the policy in store. How is anyone to know?

When you email customer service they give you a generic response and say they will email you back and they don't. As a customer how else can you get a response back? Even if you leave your info. for a Supervisor to contact you back they never do.

Thanks for forwarding to customer service, but at this point I am not expecting any response from them until we have to contact yet again. My husband is waiting still waiting for someone to contact him and it is already past the 4-6 business hours he was told last night. Why is this so difficult???

[#4]

We are sorry about the inconvenience this has caused you but do want to remind you that the Forum is not intended for discussion of customer service related issues.

Please note that the initial post/Situation has been directed to our Customer Service department and the member will be contacted in order to address his/her concerns, as expressed in their post. We have consequently locked this thread.

For future reference, you can also visit the Frequently Asked Questions section of our website here for more information or feel free to contact Customer Service directly at 1-866-BEST-BUY or by email at customerservice@bestbuycanada.ca