APPLETON, WISCONSIN -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident.
My husband and I purchased a Toshiba 42' television set from Best Buy Store in Appleton, Wisconsin in November 2004. We purchased an extended service warranty at that time.
February 11th, less than three months from purchase the set stopped working. My husband called the company's 800 number and was told a technician could not come to service the television until February 18th.
On Thursday, February 24th we still had not heard from the company as to the status of the television set. I called the Appleton Best Buy store and was told that Brian Gingrass, the store manager was not available. A supposed assistant store manager came to the phone calling herself Jessica refusing to reveal her last name. After explaining the situation she phoned the 800 number twice and told me the technician had waited two days and ordered the four defective parts on Sunday, February 20th. I asked for the technician's name and a way to contact the technician and was told by Jessica that she was not able to get that information and all she knew was that he was identified as 'truck 6201'. The lack of communication between the Appleton store and the technician is very troublesome to us and the employee's refusal to completely identify herself is indicative of fraudulent behavior.
Today, March 1st, I called the Appleton store yet again and was told that Brian Gingrass was not available again. Again I was routed to a person described as a 'manager on duty' named Melanie who also refused to completely identify herself. Once again I explained the situation and she made four calls to the Best Buy 800 number before she could even access our account. I asked her why it took the technician two days to order the parts and when exactly a technician would return to complete the job.
Perhaps Melanie missed work the day that customer service was taught, or maybe she is just a rude person, but the result was the same - she hung up the phone rather than complete our conversation. My husband and I have purchased several big appliances from this store in the past - a refrigerator, clothes dryer, and microwave oven to name a few and feel we have been treated extremely poorly as returning customers.
As a resolution, I would like the following:
Up until the point that Melanie hung up the phone we honestly thought that perhaps we could get our television fixed in a timely and satisfactorily manner. Her rude behavior seems indicative of the level of service and competence this company provides.
With her rude treatment we have decided that we do not want to be doing business with this store on any ongoing basis and want to return the defective television set that worked less than 3 months for a full refund. We are not satisfied with the television set that did not perform as promised. We also are not satisfied with the rude treatment we received from Melanie as returning customers.
Please contact me if you need more details regarding this incident.