Update July 7th: Well, Best Buy came through on their word and fixed my TV today. I am super-impressed and happy that they lived up and made good. It still seems there is a disconnect from Best Buy corporate and their people in the field, but good help is hard to find, that's for sure. The funny thing is that I write this email my neck is killing me (no kidding).
Update June 27th: Believe it or not, someone from Best Buy corporate read my Blog post and reached out to me today. He told me that he was looking into my concern and would be getting back to me. I am highly impressed that Best Buy is monitoring the buzz and even has cut through the red tape to tap me on the shoulder to make it right. I will update this space with the results.
From the "Are you kidding me?" department, comes a tale of frustration and strained necks.
I recently bought a flat panel from Best Buy the morning my old TV was fried by lightening. I wanted to have the TV mounted in my Rec Room where my children play so that they wouldn't be able to touch or break the TV. So, Best Buy gave me a good deal on the Geek Squad installation services. Well, you get what you pay for.
First, the 800# experience is by far the worst experience I have ever had. Far worse than getting transferred to India by Dell. It sounds like you are getting transferred all over the Country. You enter your phone number for "better service" and at every transfer you have re-give you information. Come on. So, I had to call them to schedule the appointment. This took 35 minutes. Then, once the they came to my house, they neglected to call in advance since they gave a 4-hour window. Therefore, I had to leave for work and my wife was at home. Once they got to my house, I talked to them on the phone and instructed them where to put the TV on the wall. Long story short, these idiots put the TV 3 inches from my ceiling at about a 60degree viewing angle from my couch. Unreal. It isn't even pleasurable to watch the cool, new TV I bought.
When I got home eager to see the new TV and watch the Red Sox game in HDTV, I almost passed out. I couldn't believe these knuckleheads put the TV that high up on the wall. My first thought, was shit I knew I should have called a 3rd party to install and never trust a Geek to do anything except load software on my computer. And then, I dreaded calling the 800# again. Well, another 45-minutes on the phone in customer service hell I re-scheduled to fix the TV.
They came to the house and proceeded to tell me that I would have to pay for them to remove the TV and re-place on the wall. What? You should be paying me for all the time I've wasted dealing with you people and the fact that my neck hurts now from watching the TV at that angle. You messed up, not me. I'm beyond pissed.
This is a perfect example of a brand that has done some things right with creating a great brand identity and then it falls down on execution. The customer service # and quality of service and satisfaction guaranteed should be part of their brand. Not just cool cars, pocket protectors and bullshit lip service.
So, I find myself using my public platform to steer people away from Geek Squad and maybe even Best Buy.