Best Buy Complaint - Poor Customer Service
EAST SETAUKET, NEW YORK -- On Oct 18th, I reported to Best Buy that our 50-inch Samsung DLP TV purchased in 2003 was inoperable due to a cooling fan problem. The first local service rep never arrived, and never returned our follow-up calls. I contacted Best Buy to advise of the problem. Best Buy said they were also unable to contact my service contractor. They re-assigned our case to another service firm. The 2nd service company's rep arrived as promised, diagnosed the problem, and said that the part would be shipped directly to our home. The part would be installed following our call to advise them that it had arrived. The part never arrived. I have spoken to Best Buy on the average of every 48 hours since the beginning of November. Everyone I speak to is polite, but: They have no idea of what they are doing to resolve my problem. They don't seem to know why the part never came, or if it was ever ordered. There is no logical structure within their huge service organization. You never speak to the same person twice. They NEVER call you back as promised. Everyone apologizes, and promises to try to resolve the problem, but nothing happens. Every time you call, you enter a frustrating world of continuous transfers between “corporate” and “home service” Corporate customer relations does not have access to the Home Service Dept's files, and vice versa. The information that I provide about the history of the problem never makes its way into their records. Best Buy’s records of what has transpired is filled with gaps (like the Nixon tapes) and errors. Only a handful of our calls were ever noted. None of the promises and assurances Best Buy representatives made to us were noted. This morning, I was actually told that, according to Best Buy records, our set’s light engine was replaced on Oct 27, and our service incident file had been closed. Funny, considering that we supposedly have a fan problem, the replacement fan is nowhere to be found, and we have spoken to Best Buy a multitude of times since Oct 27 to try and get our TV working again (Funny, but we're not laughing). A service tech hasn't been in our home since the day of the original diagnosis. There is no way to speak to anyone in management with the authority to resolve the problem.
FIFTY DAYS HAVE PASSED SINCE I REPORTED THE PROBLEM. TO DATE, THERE IS NO END IN SIGHT!!! Note: I have asked the last twenty or so Best Buy Customer Care employees that I have spoken to, if they could name the company's VP of Customer Care... None could, and most said they couldn’t name anyone higher than their direct supervisor. I’m not surprised. The big shots at Best Buy travel around the national and international business convention circuit, giving platform presentations about Best Buy's commitment to customer care and the "customer experience". I would love the opportunity to tag along and enhance their presentations with a first-hand account of my "experience"... Best Buy’s CEO, Bradbury Anderson, apparently earned 10.2 million dollars last year. I wonder how many heads would roll at Best Buy, if his TV was still out of order 50 days after one of his administrative assistants called the service group to report the problem. Maybe, once your salary hits $10M, you don't have to care about your customers (or anything else) anymore. In the last two years, we have spent thousands of dollars at Best Buy on appliances, computers, games, iPods, cell phones, cameras, and camcorders. What does it take to be valued as a customer?