POSTING ON BEST BUY'S (BB) FACEBOOK PAGE GETS THEIR ATTENTION BUT YOU STILL MAY BE DISAPPOINTED WITH THE RESULTS, AS THIS OFFICIAL BB COMMUNICATION ILLUSTRATES:
(Best Buy Official Electronic Communication)
Mr. Pxxxxxxxxx:
I read your post to Best Buy’s Facebook page and wanted to reach out to you right away (Just called your phone number in the profile with no answer or machine). I’ll be the first to apologize and take ownership of how this has played out. I gave the green lights to get you taken care of at no charge. However, I failed to follow up with all parties involved and assumed that you were taken care of. That falls solely on me.
My intention from our first interaction with your original repair was to do what we could to take care of you and that remains my intention even with your replacement TV. Please give me a chance to dispel your perception of me not wanting to take care of you and allow me to send Agent Ron back out. I have preemptively blocked his Tuesday arrival window of 8-1pm. Please let me know if this works for you and what needs to be done to get you back up and enjoying your TV to your liking. I want to make sure that Ron will be prepared prior to his visit. The only thing that we won’t be able to fulfill is the calibration as the TV will need at least 100 hours of operation to be calibrated correctly.
I look forward to hearing back from you, Mr. Xxxxxxxxxx
James Mxxxxxx
Deputy Field Marshal
USO 1870
315.491.XXXX
Area MOD line: 508.532.XXXX
Logtech Harmony 650 Universal Remote Control:
Please don't get the wrong impression, when reading the additional posts, the "Harmony 650" universal remote control has finally made space on the end-table next to our recliner, we just love it. It literally replaced five remotes, cluttering our end-table. The Samsung complicated remote for voice and motion control of their Flatscreen unit was never utilized by us anyway. But we applaud Samsung and other electronic manufactures for starting this technology but, in our opinions, the technology is in it's infant stages & requires much more refinement before it becomes commonplace and truly comfortably usable by everyone.
The point we were trying to make is the way that it was sold to us, "behind-one's-back", with unexplained additional fees is what we are so perturbed about without an explanation before hand on the actual cost. Then receiving the attached email later that indicates that for an approximately $80 dollar electronic device we got "ripped-off", in our opinions, with an additional $50+ dollar charge for programming it, when we had other less costly alternatives to avail ourselves of. That's the point we we're trying to make.
You're in your own home and a high level executive, that his title of Best Buy (BB) Deputy Field Marshal implies, gives you a sales-pitch. We must of looked like pigeons to this "salesman"! Well he may have been laughing on his 100 mile trip back to Syracuse, New York, from our home in the rural "north country" but he lost two long-standing "loyal" BB consumers in the process. Like the adage goes, "penny wise pound foolish", in our opinions. And one can only imagine what the high level executives salary is! Was he attempting to defraysome of his expenses of the approximately 200 mile round-trip & the time it took to drive up here and back. Plus the hours the two BB representatives spent in our home, with the high level executive basically doing nothing, in our humble opinions. What was the cost of that? Then you get "tricked", again in our opinions, in a sales-technique perpetrated on two once long-standing BB "loyal" consumers just for an additional $50 dollars and losing said consumers in the process. We hope BB Administration looks at the financial efficacy of this man's logic. Then there's the "unflattering" post, on BB Website, as a result of his actions and the power of the "words-of-mouth", the telling-others process regarding their perceived poor experience with BB, and it's additional impact on BB also.
Well here's a flavor, if you will, of the bureaucratic process with getting BB to honor their responsibilities under their "Extended Warranty Contract" that you're pressured to buy at the time of purchasing a product, again in our humble opinions, but "God-forbid" you attempt to use them. This from our perspectives and observations and perhaps the following illustrates to you also:
THE STRAW THAT BROKE THE CAMEL'S BACK, IF YOU WILL:
All the attached emails & posts on Best Buy websites illustrates, in our opinions, the hoops we were forced to jump through to get satisfaction from Best Buy, but in the end a 20+ year relationship with Best Buy is terminated. We hope the readers will get a "flavor" of the bureaucracy we had to deal with to attempt to get satisfaction from Best Buy. All this material represents documentation of our beliefs & opinions and should be viewed as such and doesn't represent all the additional communications we were forced to deal with, in our opinions, due to BB's bureaucracy. It seems to us that you're pressured at the time of sale of electronics at BB to purchase Extended Warranty Plans but "God-forbid" you actually need to utilize said "Warranties", again in our humble opinions:
GETTING "RIPPED-OFF", IN OUR OPINION:
AFTER VISIT TO OUR HOME WE RECEIVED THE FOLLOWING EMAIL:
(AS YOU CAN SEE OVER $50 TO PROGRAM A UNIVERSAL REMOTE CONTROL UNIT. WHEN THE TECHNICIAN WAS ALREADY IN OUR HOME TO DEAL WITH LONG STANDING PROBLEMS WITH BB & NOT INFORMING US OF ADDITIONAL COST TO PROGRAM SAID UNIT. LAUGHS ON US! "BUT PENNY WISE & POUND FOOLISH", IN OUR OPINIONS! AS WE ARE NO LONGER "LOYAL" BEST BUY CONSUMERS AFTER OVER A 25+YEAR RELATIONSHIP:
(Email Received From "BB" The Day Following Best Buy's Representatives Visit To Our Home Regarding Long-Standing Problems With Warranty Contract)
Order #: 21999XXX
ORDER INFORMATION:
Order Creation Date:1/17/2014
Order Service Date:3/5/2014
Order Invoice Date:3/5/2014
Order Completed By:
CUSTOMER INFORMATION:
ROBERT PXXXXXXXXX, ACSW/LCSW-R
000000 STATE ROUTE 00
TXXXXXX NY 13000
Customer ID: 14146XXX
SKU #/Part #
Description
Line Status
Services
Products
Discount
Total Price
8953019 GEEK SQUAD GSP TV RE-CALIBRAT Complete $0.00 $0.00 $0.00
0538-2014-03-05-903-2475
9330173 ADD ON: HARMONY PROGRAMMING Complete $49.99 $0.00 $49.99
0538-2014-03-05-903-2475
9837565 LOGITECH HARMONY 650 Complete $79.99 $0.00 $79.99
0538-2014-03-05-903-2475
License Plate #: 200001619232325
Services
Products
Discount
Total Price
Sub-Total $49.99 $79.99 $0.00 $129.98
Sales Tax $3.87 $6.20 $10.07
Amount Due $140.05
Amount Paid $140.05
Balance Due $0.00
PAYMENT DETAILS
Payment Type Card/check# Date Authorization Code Amount
CREDIT CARD ...XXXX 3/5/2014 00000X $140.05
Total $140.05 (For basically a $80 electronic device!)
I have received and am satisfied with the goods and/or services in the amount shown above and I agree to pay for this in accordance with my existing credit card agreement. By signature below, I also agree to the terms and condition provided in the accompanying document.
NOTICE TO CUSTOMER: PLEASE READ IMPORTANT INFORMATION ON THE ACCOMPANYING PAGES
Customer Signature_______________________________Date___________________
* Receipt printed in duplicate
Order #: 21999XXX
NEED A PART?
1-888-BEST BUY
WWW.BESTBUY.COM/PARTSEARCH
THANK YOU FOR CHOOSING
GEEK SQUAD!
Order Notes:
Date Submitted : 1/17/2014
Submitted By : James M
Note
re-calibrate 4k samsung to client preference. -JM 1/17
Date Submitted : 1/17/2014
Submitted By : James M
Note
LMOM - approx. 4pm. for scheduling confirmation of recalibration.
Date Submitted : 1/17/2014
Submitted By : Courtney - CW R
Note
cD: Dfm "M" called in to have me schedule this order for 1/20 8-12pm onto Agent Sxxxx's board. i was able to force and lock this order for that date and time.Client is aware.
Date Submitted : 2/1/2014
Submitted By : Breanna T
Note
CD- Working RSQ. ORDER DETAILS: # 21999XXX. Per the previous notations, I sent Admin Gxxxxx an e-mail to see if this client still needs to be contacted to reschedule.
ORDER DETAILS: # 21999XXX
Client: ROBERT PXXXXXXXXX| Address: 00000 STATE ROUTE 00, TXXXXXX, NY 13600| Phone: (315)836-0000 Home: (315)836-0000
SOW: GEEK SQUAD GSP TV RE-CALIBRAT SKU: 8953019
Hello Admin Gxxxxxx,
I see that you placed this order in reschedule status per the activity log. Does this client need to be contacted to reschedule?
Thank You,
Team Lead Bxxxxxx Txxxxxxx
Geek Squad Central Dispatch
Date Submitted : 3/5/2014
Submitted By : Jarvis R
Note
CD- DFM "M"USO_1870 called to have # 21999XXX forced locked and acknowledged to Agent SXXXX'Xboard for 3/5 in the 12-4 window. Client is aware and rule violations are waived. J Rxxxxxxxxxx 3/5
Date Submitted : 3/5/2014
Submitted By : John S
Note
****************BEGIN AGENT COMMUNIQUE****************
{GEEK SQUAD - 24 HOUR COMPUTER SUPPORT TASK FORCE}
Reference ID: AJQTW7T8
=====================================================
Associated to
=====================================================
FMS Order # 21999XXX
=====================================================
Mission Details
=====================================================
Calibrated Samsung UN65F8000 on HDMI 1 for DirecTV HDDVR & HDMI 2 for Samsung Blu-Ray. Created Cal-Day & Cal-Night modes.
Programmed Harmony 650 for all components.
=====================================================
Contact Information
=====================================================
Agent John Sxxxx
Phone: (315) 200-XXXX
Email: John.SXXXX@geeksquad.com
=====================================================
Warranty Information
=====================================================
Is this work warrantied? Yes
Warranty expiration date: Mar 05, 2015
=====================================================
Suspect 1 :: HT
=====================================================
~~~~~~~~~~~~~
Remote
~~~~~~~~~~~~~
Manufacturer and Model: Harmony 650
Username: PXXXXXXXXX@AOL.COM
Password: bestbuy
If your remote doesn't work correctly follow these instructions:
1.) Hit the help button and walk through the questions.
2.) After using the help button and still no results, go to step 3
3.) Turn off all equipment with your remote
4.) Turn off any equipment that didn't turn off
5.) Attempt to use the activity. If it still doesn't work, move to step 6.
6.) If these attempts to do not work, contact your Agent.
*****************END AGENT COMMUNIQUE*****************
Please Store In A Safe Environment For Future Reference
CASE CLOSED
(Do you see all the BB internal bureaucratic communications for a simple problem, in our opinion? A case of "CYA", in our opinions!)
CONTINUED PROBLEMS WITH BEST BUY (BB) WATERTOWN, NY:
March 5, 2014
Dear Mr. James "M", Best Buy (BB) Deputy Field Marshal:
This communication is a follow-up to you and your technician's (J's) visit to our home, on the aforementioned date, to "calibrate" the exchanged Samsung UN65F8000B model Flatscreen due to your "junking-out" of our original LG 55 LH 90 Flatscreen TV, that we just loved. Thank you for the drive of approximately 100 miles to our home to finally rectify our long standing problems we've been having with BB.
We shared with you, during your visit, that there seems to be "systemic-problems" with BB contributing to BB's "reported" financial difficulties, at this time, that we took the time to share with you and you politely listened to. The BB technician that accompanied you was "superior" to our more recent experiences with BB technicians, but he's apparently in Syracuse, New York area, and that doesn't resolve the issues, we've also shared with you in the past, with your BB technicians in the Watertown, New York BB store. We were quite surprised with your attire, as we had expressed with you that appearance makes a big difference, in our opinions, with your technicians. As we shared with you, if your staff are not demonstrating personal pride by wearing professional attire as "J" did at your last visit, it doesn't present BB in the best appearance in the public, in our "loyal consumers'" opinions. And your wearing such casual clothing at our visit as a high level executive of BB, in our opinions, says to us that you are not setting a good example for your staff, again in our humble opinions.
By the way, we found your visit to be quite "intimidating" to us & created much anxiety on our part to have such a high level BB executive visit my home. We had shared with you in previous telephone conversations and email communications of the disability and impaired immune system in our household and wanting to limit visitors. And seems, again in our humble opinions, to be a waste of BB's time, as we can only image the salary BB pays you, to spend hours on the road to visit us when your technician was so very competent.
Although the Samsung Flatscreen appeared to be "calibrated" appropriately, it in no way comes close to the original LG Flatscreen we had, in our opinions. But we don't want to take this matter any further as we paid the additional money for a larger screen exchange model & technically BB has stood behind it's product & Extended Warranty Contract. But we as "loyal consumers" are still disappointed with BB, and all the hoops we had to jump through, to rectify our BB problem and, in our opinion, an inferior quality picture on the Flatscreen that we, as previously mentioned, had to pay additional money for what we considered an inferior product. We feel that BB's future is "bleak" given all the concerns we've described to you, in our humble opinions.
We "no-longer" consider ourselves BB "loyal consumers" as the purchase of the Logtech Memory 650, Remote Control, during your visit to our home, which when seeing our email with the breakdown of cost, and finding to our surprise that we were charged an additional $40 dollars by "J" for programming it without the charges being fully explained to us before hand we were dismayed! As We shared with you in the past, we have technically proficient family-members, my daughter with her undergraduate degrees in Mathematics & Bio-Molecular Science, both with honors, & her fiancé an Engineer, both whom would have had no problem programming the unit for us as they hard-wired all the units purchase from BB to the Internet, as in our opinions your staff were remiss in setting-up even though we paid for the Extended Warranty Contact on the new Flatscreen and new Samsung Blu-ray player which should, again in our opinions, have had BB technician support to do as well as the programming of the aforementioned Remote Control during your visit. You didn't allow us to make an "informed-decision" regarding the programming by your technician, at our expense, when he was already at our home rectifying, the best he could, our problem with BB described in previous communication and need not be repeated here. My spouse and I said to each other they must have made a "bet" they could sell the Remote Control and bill for programming said unit, during your long ride to our rural home, in our opinions. Well the adage "penny-wise pound foolish" seems to apply because you've lost some "loyal consumers"! Please do not contact us any further!
Very Disappointed BB Consumers,
Annemarie & Robert W. Pxxxxxxxxx, ACSW/LCSW-R
RWP/ap
February 22, 2014
Mr. James "M", Best Buy (BB) Deputy Field Marshal:
This communication is a follow-up to our observations & perceptions of your BB technician "R's" deficits, in our opinion. Please don't terminate his employment with BB as a result of our opinions. Perhaps in your administrative position you can ensure that these concerns are brought to his attention through an "employee-counseling" supervisory technique, if you will, so he's aware of consumers' perceptions of his appearance & job performance. But that's obviously BB's purview, in relation to our feedback to you regarding how the "face"of BB, again if you will, in the community is being perceived.
Our documented observations of perceived problems of BB's image in the community has been very time consuming, on our part. Please don't consider us as "over-critical" customers, but as "constructive-criticisms" of perceived deficits of BB, as relayed to you by long-term "loyal" consumers of BB. Please don't take the easy labeling approach of a "disgruntled" consumer, as actually we've always liked BB and our communications are only meant to give you feedback. To paraphrase the saying, "...you can't fix a problem until you're made aware of it." We are the "messengers" relaying our opinions on how BB is being viewed now in the community, from our current poor experiences as opposed to our past very satisfying interactions and opinions of BB. It's "honest" feedback with the intent to be hopefully utilized to improve your company's image in the community, that's all. What you do with these communications is again up to you as an administrator of BB.
Our response to your email regarding the "calibration" of our Samsung 65" F8000 model 1080p Flatscreen HD TV was short & we apologize for that, but we were busy upon receipt of the communication & just wanted to get "the-ball-rolling", if you will, as these problems of the HD Flatscreens', in question, started before November of 2013, regarding executing the BB Extended Warranty Plan on the previous excellent "calibrated" extremely "life-like" images on the LG 55" HD Flatscreen that started having problems near the end of 2013 & BB's decision to "junk-out" said HD TV & offer replacement opinions. As we communicated the "calibration", of the aforementioned Samsung
Flatscreen TV, on Thursday, February 27th between 12pm-4pm is fine with us.
As you are also aware, some "un-intended" initial communication problems ended-up exacerbating the problem in the beginning. Which has made this remedial process overly time consuming, in our opinions.
The point we want to make is we are extremely thankful for your "tenacious" efforts to ameliorate our problems, which should finally come to a successful fruition in the very near future. The short note to you was not adequate enough, from our perspective, as it fell short of expressing our true appreciation of your "arduous" efforts since the initial, as we said before, "un-intended" communication deficits at the beginning of the problem and it's resulting exacerbation of said problems. You are currently viewed by us as "facilitating", in our opinion, the hopefully successful ending to these overly long duration problems. Thank you again!
Sincerely,
Annemarie & Robert W. Pxxxxxxxxx, ACSW/LCSW-R
RWP/ap
February 19, 2014
Mr. James "M", Best Buy (BB) Deputy Field Marshal:
This communication is in follow-up to the set-up of our new replacement HD TV, via our BB "Extended Warranty" provisions, & removal of the "faulty" Samsung 4K Ultra HD Flatscreen, as was determined by a Samsung authorized technician.
First of all the new Samsung 65" 3D 1080p HD Flatscreen is truly amazing and provides a superior quality image to the aforementioned newer technology produced by Samsung, in our opinion. We just need the previously promised "calibration", of said Flatscreen, to make us "whole" again regarding the HD TV that had been initially "calibrated", at our expense, to give it the best possible viewing experience of images on the big Flatscreen HD TV. We're truly appreciative of your "tenacious" approach to help best ameliorate our BB HD TV problems that have been going-on for months now.
We believe we'd be remiss if we didn't express our dismay regarding our last involvement with your BB field staff, "R", who again removed a faulty HD TV from our residence & hook-up the truly amazing Samsung Smart 3D 65" HD FLATSCREEN TV, this past Friday, the 14th of 2014. It was against our better judgement that we agreed to allow the technician, that had been out to assess, fix & set-up my entire home theater, numerous times in the past with very poor results. Is your Watertown, New York BB Store's technicians that limited that you would even think of asking a customer, whom had complained numerous times previously, to again allow this individual, "incompetent" in our opinion, to again to represent your store in the community to consumers' experiencing a lengthy period of difficulties with BB?
We gave "honest" feedback, per BB 's request, about your BB field agents in the past, that were our "honest" opinions/perceptions of their respective work at our home, at a consumer's residence, that with this particular technician's' "R's", job performance rating, from a consumers point of view.
All "R" had to do, in our opinion, was insert the HDMI & Digital Optical cables into the already existing Pioneer 100 Watts/Channel "surround-sound" system, DirecTV "Genie" satellite receiver/DVR and newly purchased Samsung Blu-ray player from BB, the only electrical plug needing touching was that of the TV being removed & of the one replacing it. The BB power-saving & surge protective strip was quite expensive and previously utilized by us with absolutely "no" problems for years. Again, the BB purchased, power strip was an energy conserving & surge-protecting strip utilized by us with absolutely "no" problems up until this replacement Samsung 65" 3D "Smart" HD F-8000 model of TV was set-up by "R". Previously all we had to do was turned-off at the end of each day and also respectively turned back on for continued viewing, the following-day, as we had for years.
All we were required to do was switch-off the the DirecTV satellite receiver at night and the DirecTV (DVR) would turn-off automatically, (but continue to receive electrical current allowing it to nightly DVR record from from our "Genie DirecTV" satellite receiver), our HD TV and the Pioneer Surround Sound System would also turn-on automatically when turning on the DirecTV or TV and the Sound System would turn on & off automatically. The point again is that their was absolutely "no" reason, in our opinions, for any of the additional plugs to be manipulated. In our opinions, this was either "incompetence" or a "childish" and "non-professional" way of treating consumers that we're not satisfied with his previous work. Again this is our opinion, and Annemarie has attempted "unsuccessfully" after hours of tries to get the power strip in question to work again, as it had up until minutes before the new HD TV was hooked-up, we don't believe in this type of coincidence.
By the way, this is the "face", presented by this particular worker, whom represents the BB business, in the community. And creating a negative perception of your company in the community, at this time, in our humble opinions as "loyal" BB consumers. Now maybe we missed something and there's a "simple" rationale explanation for this manipulation of electrical plugs, if you will. But we don't see it. And we'd apologize if there was a true rationale for this manipulation of plugs. The only reason we had the additional power strip on the floor next to the Flatscreen base is to give continuous power to the Samsung compatible Blu-ray player for automated updating as it's connected to our Internet.
Again, focusing attention on the replacement of a replacement, if you will, with the Samsung F-8000 series Smart 3D HD TV, we are quite happily impressed with the quality of this Samsung product and await your promised "calibrator" from your Syracuse Store to fine-tune the image of our replacement TV, by completing the arduous process of the Extended Warranty exchange system. With the last step of professionally "calibrating" the image on the new set, again as you promised us.
We thank you very much for your "tenacity" in helping to ameliorate our problems and representing BB in a professional and positive manner and standing behind what you sell in your stores. We await now on the final step of "calibration" to finally conclude the process.
Sincerely,
Annemarie & Robert W. Pxxxxxxxxx, ACSW/LCSW-R
RWP/ap
February 6, 2014
Re: Samsung Model UN55F9000A Ultra HD TV
Dear Mr. James "M" Best Buy (BB) Deputy Field Marshall:
We noticed the other day, via BB email, that shipment of the above mentioned 4K Ultra HD TV was delayed. We then re-looked at the reviews of the aforementioned SAMSUNG 4K Ultra HD TV, especially (Digital Trends) which was not favorable of this technology, at this time.
After our telephone conversation, at the end of last week, in which you made the analogy of utilizing a VCR machine and playing it on a HD Flatscreen TV and the to be expected, if we understood you right, lower quality picture resulting. We thought that since 100% of our programming is from DirecTV in up to 1080i format and Netflix, which the Samsung Blu-ray player we purchased from BB, streamed at 1080p. We prefer to go with the proven technology of 1080p, at this time. With this in mind, the HD TV that come closest to the features offered on our LG LED 240Hz 1080p HD TV is the highly rated: Samsung 65 Class LED 1080p 240Hz Smart 3D HD TV. Model # UN65F8000BFXZA. SKU: 7826092 advertised on the BB website.
So please order this as our replacement HD TV for us. We will remain BB loyal consumers and everyone will be happy. We would still expect that after the initial one hundred hours of use for "break-in" purposes, a "calibration" of the new HD TV be done, as previously promised.
If the 4K Ultra technology blossoms in the future with actual material available for entertainment on said set, we will upgrade at BB, at that time, to this technology. Thanks in advance for taking our input and research of alternative HD TV's for the "junked-out" HD TV, by BB, under your extended warranty contract into your consideration. It is greatly appreciated!
Very Truly Yours,
Annemarie & Robert W. Pxxxxxxxxx, ACSW/LCSW-R
RWP/ap
Mr. James "M", Best Buy (BB) Deputy Field Marshal:
January 30, 2014
We tracked the replacement Samsung 4K Ultra Flatscreen TV, by the tracking # provided, and found it was in Evans Mills on Monday January 27th. Is it possible to get the delivery date moved-up so we can start the "breaking-in" process of 100 hrs. of use before a "calibration" can be preformed? As we'd like to get this TV situation concluded as soon as possible, since it's been dragging-on for months now.
Also, if we find that the first Samsung 4K Ultra HD Flatscreen TV's problems weren't an anomaly. Can we just go with either another LG product that we had great luck with in the past in regards to the excellent "calibrated-image" on the set or another Samsung TV, info attached, instead of this new 4K Ultra-HD technology that I'm not really sold-on, at this time? I'm a bit skeptical, given our experience with the current Samsung 4K Ultra-HD TV in my home presently. As it doesn't seem to be living-up to the manufactures claims. Also we can't seem to find any media to actually play on our Samsung TV and with the utilization of the 4K Upscaling compatible Samsung Blu-ray player also purchased at BB. When will this issue of 4K material to be played with the compatible Blu-ray & images actually displayed on the TV be resolved?
We're truly thankful for BB's offer to replace the TV & have it "calibrated" by your most experience technician. But what if Samsung, whom we've had no prior experience with in regards to their products, doesn't meet our expectations that your sales-representative sold us on when the previous LG HD LED Flatscreen TV, who's "calibrated-image" was so "lifelike" prior to it's malfunctioning, was "junked-out" per BB's decision as part of our "Extended Warranty Contract" with BB and the replacement Samsung product sold to us by your sales-representative?
Again, we thank you for your standing behind the products being sold at BB. You've won us over with your tenacity of follow-up after the initial problems with communications with the Watertown BB Store. Anything to speed-up this process would be greatly appreciated.
Sincerely Yours,
Annemarie & Robert W. Pxxxxxxxxx, ACSW/LCSW-R
RWP/ap
http://www.bestbuy.com/site/olspage.jsp?type=category&id=cat00000&ref=56&loc=160&CampaignID=522509&SubscriberID=38962915
ROBERT W. PXXXXXXXX, ACSW/LCSW-R
Sent from my iPad
CONTINUED PROBLEMS WITH BEST BUY & THEIR RESPECTIVE REPRESENTATIVES:
The following are additional observation & opinions of ours regarding the Best Buy (BB) "Geek-Squad" technician. (All of our posts, regarding BB on this site are our "opinions and perceptions of observations of interactions" with BB and it's representatives.)
January 12, 2014
Mr. James "M", Best Buy (BB) Deputy Field Marshal:
We still have no idea of how to utilize the "voice & motion control" on the Samsung products, previously communicated about. Also no idea of how to use the additional metal "smart" remote control that came with said products. At the initial visit we explained that the TV's attached camera was not suitable for "Skyping" as advertised. As it mainly was aimed at our ceiling. No action to address this issue was made by the technician.
Lastly, we had to provide the BB technician with a flashlight as he needed more light to see some information on the back of the TV. We had offered to turn-on our overhead lights for better illumination but this was declined. Also at the last visit the BB technician asked us if a cloth had come with the TV set, it had not. (We reside in Northern New York State & it gets cold outside at this time of year. We replace our forced-air furnace's filters with high-end filters but the electro-magnetic effect of the TV screen still attracts dust.) He went on to ask us for a paper towel & finally utilized a Kleenex tissue to wipe the screen from where he attach an apparatus to aid in his failed second "calibration", in our opinion, attempt. The point is don't technicians come prepared with tools for servicing products? For an individual concerned with scratching a Flatscreen TV with their plastic ID tag, we didn't feel it was appropriate to clean a screen in this manner, but again we're not the professionals. And yet again the technician never informed us of the proper maintenance of the Flatscreen's natural accumulation of dust.
Well Samsung is sending a technician on Monday, next week, to help us with our problems & questions. So we'll keep you posted on the resolution of this matter.
UNHAPPY BB CONSUMERS,
Annemarie & Robert W. Pxxxxxxxxx, ACSW/LCSW-R
RWP/ap
Mr. James "M" Best Buy Manager. January 10, 2014
Best Buy (BB) in Watertown, NY is still unresponsive to problems I'm having. I had a LG "State of the Art" Flatscreen TV (240 Hz) which developed problems. BB was good enough, after much bureaucratic hassles, to replace my TV but I paid the additional cost of the TV and it's 120 Hz with less ports to utilize. It's a Samsung Ultra HD 3D 4K Flatscreen TV & is as close as they could come to what I originally had under their "Extended Warranty Plan". The initial TV set was expertly set-up & calibrated by BB technicians. I believe BB should make me "whole" & set-up the new TV, a replacement for the LG, & "calibrate" it as I also paid for this previously. My position is at "no" additional cost to me that would make me "whole", again. When we purchased the exchange TV we also purchased another "Extended Warranty Contract", as I'm physically disabled & unable to do the hook-ups myself. I though that included use of BB technicians (Geek Squad) help when problems arise with purchases. Now I'm referring to the new TV set & we're experiencing problems.
As a "loyal" consumer of BB in Watertown, NY. I also just purchased an expensive compatible Samsung Ultra HD 3D 4K (Upscaling) Blu-ray player. This is also very complicated as is the Samsung Big Flatscreen TV & I also have an "Extended Warranty Contract", at additional cost & "pressured to buy", at the time my spouse purchased it. As I said previously I have a physical handicap which impairs my ability to fix these things myself & my spouse has no interest in electronics. So we thought, the technicians from BB were a must. But they're not coming to ameliorate my problems with both Samsung products recently purchased even though I've been communicating directly with the Northern New York BB's Manager, Mr. James Murillo. He gave me his "geek squad" email address when problems first arose this past year, saying contact him any time with my problems, & his lack of dialog is very frustrating & in my opinion a poor way of doing business.
To help explain our "loyal" consumer status, let me try to explain. In the past decades we've purchase the following, but not limited to, items: 3 "high-end" Big Screen TV's, 2 "high-end" Blu-ray players & additional miscellaneous electronic components too. So I believe we've been "loyal" consumer's of our local BB Store's products. We've also spent considerable money on "Extended Warranties" from BB, apparently "god-forbid" you actually utilize said "Warranties" though.
Well I'm again sending this communication to Mr. Murillo to attempt to get resolution to my problems. Again, I believe it's a matter of making a consumer "whole" when problems arise. We had & have "Warranty Contracts" on products we've purchased at BB at quite some expense. So is it too much trouble to assist a "loyal" consumer when problems arise? Again, correct me if I'm wrong, doesn't BB have the responsibility under their contract to send technicians to rectify problems like this? Maybe we're wrong & if so sorry for our confusion. But again, our opinion is that BB should make a consumer "whole" under their contract!
Annemarie & Robert W. Pxxxxxxxxx, ACSW/LCSW-R (DISSATISFIED WATERTOWN, NY. "LOYAL"CONSUMERS)
RWP/ap
PROBLEMS WITH "BEST BUY" REGARDING (HD TV 55LH90):
Subsequent to the very promising conversation with the local Manager at the local Best Buy (see below text of the follow-up email to that conversation and previous one) the technician that initially came to my home on 11/20/2013 again called asking for an appointment for him to diagnose the HD TV problem. I asked him what he actually did when visiting on home on the aforementioned date. He said he had to "rule-out" other possible problems with the HD TV and components. I had asked him on his visit to my home that "specific" question. And he responded that that couldn't be the problem from what he was observing on our HD TV screen. He had said previously, when leaving a message on our telephone answering machine, that he had already ordered a new screen for our TV. So I was very suspicious when he said he needed to make another visit to our home to get the model # of our HD TV and the serial # also. I informed him I was disabled with Reflex Sympathetic Dystrophy Syndrome (RSDS) and also was afflicted with diabetes. Thus my immune system was compromised. And that I, myself, only got out of my home approximately 5 times/year. A number you can literally count on one hand. And they were all medically related, for example: 2 semi-annual doctor visits, 2 semi-annual blood work appointments, and my annual flu vaccination. (I now find myself very concerned with contracting illnesses from visitors, which I now limit to immediate family members only) I then gave him, over the phone, both the model # and serial # of my HD TV. I'll keep everyone posted on my continued experiences with Best Buy's, which has been excellent in the past, efforts to rectify my HD TV problem(s). (Now I can't post on the Best Buy site for consumer feedback. So I wouldn't believe, in my opinion, what's posted on the site when you're making buying decisions!) I'm going to their Facebook site to place my post regarding this situation.)
Texts of previous emails:
Mr. James "M":
Best Buy Manager
Watertown, New York 13601
Dear Mr. "M":
This email is in follow-up to our telephone conversation of 11/26/2013. My understanding is that a new screen will be order to replace the one United Xxxxx installed approximately 4 months ago. Due the continued "image blur" on our "HD TV Flatscreen". You also stated this would be a priority and service would be performed very soon. Since we paid to have the TV calibrated, at our cost, by one of your expert technicians at the time of purchase, we would expect another calibration will occur, if your technician feels it's necessary, when the new screen is installed at no additional cost to us.
If I misunderstood anything from our telephone conversation please feel free to call me at: (315) 836-xxxx, or by email at: xxxxxxxxxx@aol.com.
Thanks in advance for your assistance in rectifying this problem of ours. By the way, I found our telephone conversation to be quite professional and I'm confident your technicians will rectify our problem on our TV. You have, at this time, allayed our fears that our TV problems would not be fixed. As I'm now very confident we will be satisfied by your workers.
Very Truly Yours,
Robert W. XXXXXXXXXX, ACSW/LCSW-R and Annemarie XXXXXXXXXX
The following email was sent previously to your Company's Business Office via email:
This email is in regards to my Service Plan # 0000000000 purchased from Best Buy (BB) with a LG 55LH90 HD Flatscreen TV from BB (Serial # 910RMZLXXXXXX) in December 2009.
As you are aware, problems first arouse with the aforementioned TV several months ago and you sent a serviceman "Wayne" (Job # 7PDXXX) from UR XXXXXX XXXXX Consumer Electronics located at: 0000 XXXXXXXXXX Parkway, East Syracuse, New York 13057 (Phone # 800-634-0000 and web address: wwww.xxxxxxxxxxxx.com/consumer) who assessed the electronics and found problems. He made a request to BB in an "Estimate Your Repair to Your Extended Warranty Company" which stated," The estimate repair costs exceed cost your extended warranty company has set for repair without authorization....If your extended warranty company does not want to proceed with the repair they will contact you to determine how best to proceed."
Your Extended Warranty Company made the decision to replace the screen on the TV set in question. Not other options available to them at the time.
This serviceman (Wayne) from the above mentioned company subsequently came to our home again and did the repair. After a few months of continued "motion blur" of images on the HD TV screen, most notably during sports programming but also during regular TV viewing. I called BB on November 1, 2013 with a complaint about the problem. I was promised a return call from a serviceman to arrange an appointment to visit my home, under the terms of the extended service contract, to rectify the problem with no follow-up in anyway from BB.
After patiently waiting for a return-call from BB, with none forthcoming, I again called BB on November 19, 2013 and two technicians from the local BB, who didn't leave any documentation of their visit to our home, concurred that there was a problem with the image on the HD TV screen when visiting us the following day 11/20/2013. "Fuzzy" was the word used by one of the technicians to describe the image on the TV. I'm aware that the TV, in question, was purchased back in December 2009. But at a cost of $2,500 before taxes. And the additional cost of: a warranty, delivery and installation and the additional cost of expert calibration. The actual cost was well over $3,000, at the original time of purchase. The age, of the HD TV, should not be an issue, given the cost. When we purchased the TV in 2009 from BB, and had it expertly calibrated by your technicians, the picture was excellent and visitors to our home commented on the "life-like" images on the TV screen that almost seemed to "pop-out" from the screen. It was truly an excellent HD TV image! Now those same visitors asked, "What happened to your picture on your TV?" So it's not only myself, but visitors and also your own technician with his term "fuzzy" regarding the TV image. All concurring of a problem with the image on the HD TV screen.
This email is to put you on notice that I request needed repairs or a replacement TV of equal quality as the original HD TV set and of similar dimensions to solve my problem. I'm very suspicious that I received no return call, as promised by BB on November 1, 2013. One of the technicians that visited on 11/20/2013 stated that, "I should be patient, 'which I believe I have been more of under the circumstances', asking me to please wait for three more weeks so he could re-calibrate our TV." Coincidentally, my extended warranty plan expires shortly after that date. And a "calibration" on a that setting of my HD TV doesn't seem to be the remedy for the "motion blur" on numerous other options provided on the LG TV set, which I also utilize especially for sports programming and also the alternate LG viewing options for cinema viewing. I question your technician's (Ron) proposed option to rectify the problem with my the TV set in question with a re-calibration on the expert modes, not all the additional viewing modes of the HD TV, in question. It's like putting a "bandage" on the problem, in my opinion, and doesn't make me "whole" as a consumer, if you will.
I'm very suspicious of both the long wait, from my initial call on 11/01/2013, and now time expiring on the extended service warranty. If my problems are not rectified, to my satisfaction, by the date that my extended warranty expires at the end of December 2013. I plan on contacting the local Better Business Bureau and also the Bureau of Consumer Frauds and Protections. I've been a loyal BB consumer for years now and I hope to continue to do business with BB, in the future. That totally depends on your response to my problem with your extended warranty company, which the BB people recommended we buy at the time the TV was purchased. We can be reached at: (315) 836-0000 by phone. I truly hope we can work this situation-out with no further action on our part.
Sincerely,
Robert XXXXXXXXXX, ACSW/LCSW-R and Annemarie XXXXXXXXXX
RWP/ap