Best Buy Complaint - Extended Warranty "Service"
SAN MATEO, CALIFORNIA -- I purchased the extended warranty service for my 60" Sony TV (which has failed twice now). Lately the screen has taken on a decidedly green color. I called and made an appointment for Best Buy's Geek Squad to come look at it, on a Tuesday afternoon. I took the afternoon off from work to wait for the guy, but he never showed up. I called back, and was on hold for about 20 minutes while the woman tried to find the guy's cell phone number (why didn't she have this information already??). Finally she tried to call him, but he wasn't answering. She said he had missed ALL of his appointments that day. The earliest they could get someone else out was Tuesday a week later. I called on the Saturday prior to this Tuesday just to see if they had any cancellations. The woman told me I didn't even have the appointment that I made on Tuesday, and that I'd have to wait an additional week after that!!
I threatened to picket their store with a sign warning people to avoid buying the extended warranty plan. Finally (after waiting a long time) I got to talk to a supervisor. He was mystified as to how my appointment could have vanished, and told me that I should have received some parts yesterday that had been mailed to my house. I said that was nuts; I wouldn't know what to do with the parts. He studied the "notes" a log longer, and finally restored (supposedly) my upcoming Tuesday appointment, and then determined that it was the technician who was to have received the parts, and that some how, when the incident log was updated to reflect the arrival of the parts, it deleted the scheduled appointment!
This call took 27 minutes and 31 seconds (my phone tells me how long a call took when I disconnect). That's a total of an hour on the phone above what it took to log the original complaint.
Maybe we should think twice before giving companies who are going out of business trillions of dollars of taxpayer money!