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Posts: 1
Registered: ‎10-31-2018

Terrible customer experience with no help

Have a 55" sony xbr850c LED TV that died after 2 years. Had a Geek Squad repair plan luckily. GS have been out 6 times. Tried multiple repairs with no luck. On 2nd to last visit GS dropped my TV on my wall mounted TV stand breaking it. File a claim with no results yet. Finally got a code to swap out the TV and had to pay another $360 buck, $100 because no match for my tv(55" XBR-930E is what was available) and $250 for a new 5y repair plan. Delivered today and found a 55" LG 9000 tv at the door. I refused it and called every available department. Somehow, eventhough never had we spoke of replacing it with another brand. Called immediatley and was told a supervisor would listen to the call and get back to me within an hour or so, 3 hours later no response. Got a hold of someone after 2 hours of calling back, being transferred, and disconnected. NO notes showing anyone contacting their supervisor to listen to the call and no results. Worst customer service/experience ever. Used to love Best Buy, but now just have to stick with Amazon. 

Posts: 3,954
Topics: 35
Kudos: 400
Solutions: 237
Registered: ‎11-29-2016

Re: Terrible customer experience with no help

Welcome to our forums, lsuboy1999,


From what you’ve described, this is far from the experience we expect our Geek Squad to provide our customers.  Under similar circumstances, I can’t say I would feel any less irritated, and can completely understand your disappointment with your experience thus far.  With that said, I do want to thank you for taking the time to share your feedback with us.


Using the information you’ve provided upon joining our Support Forums, I see you’ve been contacted by our Geek Squad regarding your TV replacement, and I’m happy to see they’ve been able to address your concerns.  If this isn’t the case, or if you have any other questions or concerns, please don’t hesitate to visit our Support Forums again.



SeanM|Social Media Specialist | Best Buy® Corporate
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