Best Buy, Worst Buy — Updated
Updated: Best Buy Customer Service responds.
Among electronics retailers, Best Buy (BBY) is one of the top brands because of its reputation for service, and they’re often able to command a premium because of it.
I’ve written previously of their customer-centricity efforts and use of personas to improve the Best Buy experience. How’s that working out for them? Here’s a quick story…
My mother wanted to upgrade her bedroom TV. Mom’s a widow now, and she knew with our crazy schedules, it might be hard count on my brother Jeffrey and me to help with the installation of the new 40″ LCD television she was buying. She was excited and couldn’t wait to get her new TV, so the plan was to pay someone to do it all for her — rather than waiting for her sons to come through.
On Sunday, Jeffrey came over and helped her take down the old TV from the shelf on the wall; she was told the installers couldn’t do it. I’d found a great deal on a new Logitech Harmony remote on Amazon (AMZN) and she ordered it right away. She was going to upgrade her cable box to HD-DVR. She was all ready for the delivery of her order on Monday, and for the installers on Tuesday, but that’s when the fun and excitement ended.
This is the email she was about to send to customer service before sharing it with me last night:
I was at the Best Buy (BBY) store on Bay Parkway (Brooklyn) and a nice young man helped me decide on the 40 inch LCD TV I wanted. We went for a Samsung that was on special that week. I could not buy it at that moment because the salesman told me that I have to have the old television removed before the new one was delivered and I had to go home and find out how I could do it. He gave me the model number, the price, the amount it was going to cost me to have it installed on my wall, the price of the wall mount in the back of his card and he told me the offer would probably last one more week.
I was not able to go back to the store so I decided that I would place the order with Best Buy online. I wanted to make sure that when they installed the TV I had all the correct wires, plugs, etc. that I could possibly need to have a successful event. I then called the number on the website so I could set up the installation and finalize the purchase.
I spoke to Joyce. She was very pleasant and she told me that the installation I needed was going to be $150.00 and not the $400.00 - $100.00 discount = $300.00 that Aram, the salesman, quoted me. She told me that the one she recommended was the one I needed. I asked if there was anything else I needed so everything went smoothly and she said that if I needed any wires the Magnolia (the ones who do the installations for Best Buy) people would have it in their truck. She also told me to get the free home theater that went with the television set I choose and I went for it. So my order was complete with a TV, a wall bracket, a home theater and an installation package. I was all set.
I received the delivery on Monday and the guy asked me where the television was going to be installed and I told him it was going to be in my upstairs bedroom. He left it in the downstairs living room. He even called someone and I had to verify to the lady that he did leave it in the living room. Why did he even ask? I asked him if the installer would bring it upstairs and he said that they would and that they would also bring the wall bracket and the home theater as they did not have it in their delivery truck. He did not give me any shipping confirmation papers and then left.
The first thing I was told when they installation guy came in was, “Sorry, I cannot and would not bring anything upstairs.” For 2 days I didn’t have a TV in my bedroom, I was ready to cry because he told me he couldn’t do it then and he was telling me I would need to reschedule. I was not informed that the piece to be installed had to be in the same room where the installation was. The delivery guy had to know about this, why did he leave the TV downstairs in another room? Aren’t they all part of the same company? I just wanted a hassle free experience.
The installer then when outside and came back and said that OK, he would bring the TV upstairs and he proceeded to set it up on top of the dresser. I told him that I purchased a wall bracket. He made me read the description of what he was sent and I had already paid for and nothing about setting up the TV on the wall. Why would I order a wall bracket and installation together if I wasn’t going to have it installed on the wall? If I needed to buy something else should I not have been offered it. Then I started to feel the extortion pressure. He told me if I didn’t pay $250.00 plus tax additional to hang the TV and set up the home theater I couldn’t get it the way I expected.
I felt like I had no choice now. He would not start doing any work unless I gave him the check, so I did. “Could this have been because I was a women alone in the house?” I wondered. I did not get the $100.00 discount and it ended up costing me $400 for the installation. I did buy everything together. Why would I buy it if not to have it set up properly as well?
In fact, they were supposed to setup any components I had as well. Well, they didn’t have the wires in their truck to install my DVD player. They told me if someone else hooked it up and not them that it would “null and void” the guarantee of their installation. I had to run to the local Radio Shack and pick up the wires for them. Only after I told him that he promised that if I had the wires before 4pm and I called him he would come back later and install it but only until 5pm today. I called and he did in fact return to install the DVD.
I reviewed the contract and it says, “Ensure that all wires and cables are neatly dressed using wire ties.” They left the wires hanging loosely and the wires in the back all bunched up. They considered the home theater installed because the wires were connected, to the TV and the speakers were attached to the back of the main unit. They left the Home theater on top of my dresser without unwinding the wires, the speakers sitting around it. Would you consider that an “expert” home theater installation? It seemed they could not wait to get out even without “providing instruction to familiarize the customer with the basic use of their system.”
This has been a nightmare for me.
I’ll have to waste even more time, on top of the money, getting it installed properly and fighting with customer service. Best Buy has become the “Worst Buy” for me.
The money being spent for the proper installation was not the issue. A salesperson’s job is to help the person buy what they want. My mom is a very detailed oriented person. I’m sure she explained exactly what she was looking for to both Aram and Joyce, the Best Buy salespeople, and even still the whole experience left her with a bad a taste in her mouth.
How will Best Buy, recently ranked #1 in customer experience online, measure the success or failure of this type of experience? Should they keep relying on these panel surveys or look elsewhere? In this case, the online store — together with the Best Buy’s brand reputation and some assistance from a call center — converted the visit to a purchase. But where should the online experience end?
Best Buy has had numerous issues as of late. Just this past week, they fired a Geek Squad crew for ripping pictures (including porn) from their customers’ computers. Are these the things Best Buy counts as part of its “customer-centricity” strategy and great experience?
Seems like the strategy and tactics are way off.
UPDATE: Here’s the customer service response email. I’m not sure what’s worse; the experience, or the customer disservice email:
Esther,
I am Paul with Best Buy Customer Care.
I apologize for any inconvenience you have experienced related to your
TV purchase.Best Buy strives to make each experience you have with us positive and
as fun as possible, and we are disappointed if we don’t live up to that
expectation. Best Buy relies on feedback, both positive and negative,
to help us find areas for improvement.Please do not hesitate to contact usfor any questions or concerns. We
look forward to your next visit to one of our stores or to
www.BestBuy.com.Thank you,
Paul
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Written by:Bryan Eisenberg
Terrible. Simply terrible.
Would you please post BB’s response? Thanks.
[…] Here’s some other poor branding from the best buy. And another one… And one more! […]
I’m still getting comments that bash Best Buy 7 months after I posted my experience with them -
http://www.simplenomics.com/want-to-know-why-i-hate-best-buy/
Thanks for adding more fuel to the fire that burns them.
What a disaster for your poor mother.
Best Buy may be rated #1 in online service, but their Geek Squad in-store service is inexcusably incompetent and irresponsible.
I had a disastrous experience with a laptop I left for Geek Squad repair. In the six weeks since I dropped off the laptop, Best Buy/Geek Squad:
*Failed to repair my laptop or communicate with me in any way.
*Forced to me travel in person to Best Buy for all communications. (Their Inferno-esque store phone system features a “No Exit” phone menu.)
* Finally–after my second in-store visit–told me my laptop was irreparable and would need to be replaced.
*Refused to replace the laptop until my original laptop returned from their third-party repair center.
*Refused to say when my laptop would return from their third- party repair center.
*Finally replaced my laptop with a cheaper model–after trying to cheat me out of the remaining two years of my laptop’s extended warranty.
There’s still no word on my original laptop from which I need data retreival.
I wasted many hours emailing Geek Squad CEO, Roberts Stephens, speaking–in person, natch–with Geek Squad and Best Buy managers, complaining to the Better Business Bureau and comsumerist.com–and cc-ing communications to Robert Stephens.
I haven’t heard boo from Best Buy/Geek Squad. Not a single phone call, email or post.
So much for the newly empowered consumer.
THIS is exactly why I, and I suspect - other women, do NOT believe TV commercials. The representation of a company in a TV commercial is nothing but fancy PR work and someone in marketing having a good time. I had a soft spot for Best Buy after reading about their Wolfe program for women employees… but now I’m completely turned off. This scenario is so familiar… I think I’ve lived it over and over, with Best Buy and other tech companies, in the recent past.
I absolutely think this happened because your mother was a)female, and b)without a ‘man’ around to demand the right actions take place.
From my perspective - the blogosphere needs to write about this everywhere - and let the unconnected wires fall where they may.
Best Buy Gets a Black Eye…
Thanks to a post Michele Miller wrote over at WonderBranding, I discovered this appalling story about Best Buy, an electronics store that I thought was a great place for women to shop. Not anymore! The story Michele refers to and which Bryan Eisenberg …
[…] all started when Jeffrey and Bryan Eisenberg’s mother purchased a television from Best Buy. The Eisenbergs are best-selling authors and highly influential bloggers (GrokDotCom). Thus far, […]
Thanks to Yvonne, who read Michelle… I saw this as well. Don’t you just love word of mouth? Last year I posted on how Julie Gilbert’s WoLF groups were going to change Best Buy. After my own snafu buying a computer and trying to get it to work, I don’t think you can throw enough women at the probem, no matter now nice they are. It’s a broken system. Next time, I go with a small company that understands end to end customer service.
This has absolutely nothing to do with the fact that your mother is a woman.
I was a home audio and car audio installer for 12 years. Installers are usually the final link in the chain for a technology purchase. By the time we arrive at your house the process has been screwed up usually by the salesmen/saleswoman, the delivery person, the 5 people you talked to on the phone, the website, and yes sorry to say it the customer (contrary to what you might want to believe the customer is not always right.)
I will admit their are some installers with very poor customer relation skills, but guess what, they are installers not customer relation experts. The installers job is to install the equipment that is on his work order. If the work order is wrong do not expect the installer to do work that is not on the work order and has not been paid for.
If the installer is lucky he gets about 45% of the install price as his payment. The $100 discount you spoke of was something promised by a sales person that has already been paid for their part of the deal. Do you really think an installer wants to make $45 dollars less for the same amount of work that he would normally be paid $45 dollars more for? This is what happens when sales people and people that have never made a living by installing get involved in the process. If you think you have been screwed by an installer try walking a day in their shoes.
I can’t even begin to explain to you the number of times I have showed up at a house and the customer expects me to install everything they just purchased however they want it installed for the discount price that they negotiated with the sales person. The sales person is trying to make a sale, the customer is trying to get a discount (almost free), the sale person tries to explain to the customer what will be needed to do the job right, the customer says that is too much and starts walking for the door, the sales person negotiates further with the customer and finally makes the sale so that the customer will not walk out the door. If you can imagine by this point the customer is feeling like they just got screwed, the sales person is feeling like they just got screwed, and the sales person has to figure out how to get the product and install delivered to the customer without screwing everyone else in this chain.
Now the customer gets home and is feeling pretty good about themselves for their super negotiating skills. They just got a $400 dollar TV (and a free home theater system? Are you kidding me, nothing is free!) and it is all going to be hooked up for $150 dollars? Are you out of your mind?
When I installed, a wall mount TV install was around $150-$250, a home theater system (standard install, not custom) was $150-$400, hooking up additional equipment depended on what we were hooking up, and programming an all-in-one remote (Logitech Harmony 676 Universal Remote Control) was at least $45 dollars to program it to all your equipment. The $400 dollars your mother was quoted at first sound almost reasonable. This means the installer would get paid somewhere around $60 to $90 (depending on the percentage the install gets paid.)
Sounds like the sales person at the store got it just about right. Then your mother screws the sales person (yes she did) throws all his hard work and commission out the window and gets online to make the purchase. Now she speaks with an idiot sales person on the phone (probably in another state or country) gets a big discount and thinks she is going to get the same service that the in store sales person promised her. So lets see, the nice young man just lost a sale, your mom feels like the nice young man just screwed her by quoting to high of a price, in the end your mother pays almost what the nice young man quoted in the first place and now feels like she is the victim. This is what happens when you try to get over on somebody.
We have and entire society that tries to get stuff for free or next to nothing and then wants to complain when a sales person, delivery driver, and installer is not super happy to do a stellar job for a person that just tried to screw them. If you want a discount price then expect a discount experience.
I did a $63,000 home audio install once, the customer paid for the best, paid what the products and install were worth, got everything he was promised in a timely manner, and everyone walked away from the deal feeling great and not feeling like anyone was screwed on the deal (including the customer.) I have also installed TVs for $100 and had the same experience. The thing that was the same with both of these experiences was the customer worked with one knowledgeable sales person, the sales person and the customer came to me (the installer) and we all sat down and determined what installation services the customer needed and wanted, there were no surprises and in the end everyone was happy.
I’m sure many people will be mad at me for not claiming that your mom was a victim and not getting out my pitch fork and torch and joining your boycott Best Buy protest. You get what you pay for in this world.
Bill,
My mom had very little issue with the installer other than they didn’t finish the job (they did come to resolves this on Friday). Her problem is with Best Buy and the numerous cracks in the experience she had. She never tried to get one over by going online to order, it was just a matter of convenience. Her first obstacle was the call center rep who sold her the wrong install. The sales person in the store had given her the correct information. Then the delivery guy did not leave the TV where he was supposed to. Then everything just added up to her nightmarish feelings. At the end, the installation was not completed to her satisfaction and part of this is the lack of definition by the “contract.” She was happy to pay all along she just wanted the job done right and hassle free from a company she trusted. Maybe that was her mistake.
Bryan, I feelu’r mother’s pain and frustration. for all it’s worth, I believe that women get crapped on when there’s not a man around to set things in proper perspective. for instance, when we women go to purchase a house or car, the sales people always try to give us less than what we are paying for. It seems like Best Buy took advantage of your mom for the following reasons: she’s a woman, there was no man there to assist her and she is a senior citizen. Me being a middle-aged woman learned to do this, before going out to purchase computers, t.v.’s, ext…I always ask a million and one questions to someone I know is very, very knowledgeable in what it is I want. Most often I take down notes so when I go to purchase or call to purchase an item, I go with my guns strapped. I learned that many businesses get angry when they see that women have done their homework. your mom has my sincerity and blessings.
Thanks for answering my comment Bryan,
I worked for numerous consumer electronics companies as an installer. BestBuy was one of the worst companies I ever worked for on the installation side. The only reason I worked for BestBuy was because that is where customers shopped and most of the smaller more customer service oriented stores I worked for could not provide great customer service at the price BestBuy charged. This was a direct result of our changing save a penny a instead of shop for value culture.
The company Magnolia that you spoke of was one of the best medium to high end car/audio and installation companies in the nation until they were bought by BestBuy. I was offered a job for them working as an install manager. I was about to take the job until the inside the industry chatter started about the possible BestBuy buyout. I declined the job and ironically a year later had to accept a job at BestBuy because that is where people shopped and almost every smaller consumer electronics company was downsizing or closing their doors.
The trend in the industry has always been to give customers what they want. Unfortunatly what customers seemed to want was a rock bottom price and free installation. I left the industry when almost every install I worked on was being sold as FREE install. Buy a car CD player, FREE install. Want DirecTV installed in 4 rooms of your house, no problem FREE install. I just bought a TV and I got a FREE home theater system, what do you mean I have to pay to have my FREE home theater system installed? My job as an installer was being devalued right before my eyes.
Every year the percentage I made on an install went up (as I became a better and more efficient installer) while the price charged for my service went down and down. As you can imagine 50% of free does not feed a family. The day I decided to leave was the day they required that 2 installers must go on every job, that effectively cut my paycheck in half. You’d think 2 installer means the job gets done twice as fast. That is not the case. I went from a high of making %73,000 in one year to almost $24,000 in my final year doing twice the work (because I was faster and we had to service more customers in less time.)
It is easy as customers to point the finger at these companies, but from my experience most companies try to provide what the customer wants and is willing to pay for. It might be time for customers to realize what they really truly want. If it is the lowest price goto BestBuy, if it is a high level of service, then specialty smaller store are usually better at providing a better level of service.
When just went through the a similar problem. My Mother in law bought a flat screen and was told that it had to be installed by BB in order for the Manufacturer’s warranty to be valid. We called the Manufacturer and verified that was not the case. Once confronted at BB they refunded the $400 installation fee.
A surefire way to get results is to purchase one share of stock in the company you’re having problems with. Then go online and click on the investor relations button. Send the IR person an e-mail and tell them what happened. Mention you’ll be at the next stockholder’s meeting to share your story. Once the issue is resolved, usually within 24 hours, sell your one share.
I read this advise on a blog and apologize that I cannot credit the person who wrote it or the blog where I read it.
[…] Please let me know what you think about these new ethical challenges for journalists. What are our responsibilities as bloggers? Do the readers even care when things have finally been resolved? […]
i don’t know people. this whole story sounds a bit fishy & overly elaborate to me. the way it is written does not sound like the real life experience of a senior citizen. perhaps they are simply the concocted, loaded words of her son bryan eisenberg who obviously holds a grudge against best buy. the point is don’t trust bloggers folks. they are part of the whole “something for nothing problem” in America and try to use these often false stories & their sites to extort goods/services from retailers.
First, my mom got nothing for free. In fact she and I missed hours of work that cost us money.
I agree with you that you should be careful who you trust online. As any one can attack and post something anonymously to put down a person or a company. I hope that is not your agenda. I’ll assume your good intentions and explain further.
I certainly don’t hold any grudge against Best Buy. I have always been a big fan , even writing about Best Buy in my #1 Wall Street Journal best seller “Waiting for Your Cat to Bark?” I also purchased a $1000 TV from them a week prior with no issues.
They screwed up in my mom’s case several times and then made efforts to resolve it several days later. That is the mark of a good company.
I forwarded my emails to a couple of friends I have that work at Best Buy so that they could be on top of the situation. When I spoke with the fine staff at their executive resolution team they acknowledged that their team had made several mistakes. The online call center representative sold my mom the wrong thing; she was better off with what she wanted after she visited the store and spoke to the sales person there. Then the delivery person in almost every case is supposed to deliver the product purchased to the room it is to be installed with and finally the installation was not completed in a professional manner. It all is resolved now after the Resolution team and the local store sent one one of the installers again to finish the installation while I was there.
I WOULD NEVER SHOP AT BEST BUY AGAIN. MY SISTER & I BOTH PURCHASED THE SAME LAPTOP’S ABOUT A YEAR AGO AND THEY ARE BOTH NON-WORKING. WE PAID $1,500.00 EACH FOR DEFECTIVE ITEMS. THEIR ITEMS HAVE A LIFESPAN OF A FEW MONTHS. MY LAPTOP HAS BEEN REPAIRED 4 TIMES AT BEST BUY’S GEEK SQUAD. I HAD A PROBLEM WITH IT FROM THE GET GO. I WAS INFORMED JUST YESTERDAY THAT “I SHOULD THROW IT OUT”. SURE, JUST THROW $1,500.00 IN THE GARBAGE. I WOULD NEVER SHOP THERE AGAIN. I AM REPORTING THEM TO CONSUMERS AFFAIRS, BETTER BUSINESS BUREAU, THE ATTORNEY GENERAL OFFICE AND ANYONE ELSE WHO WILL HEAR ME. I HAVE ALSO CONTACTED HELP ME HOWARD, SEVEN ON YOUR SIDE (SHAME ON YOU) AND THOUGHT ABOUT HANDING PAMPLETS OUT IN FRONT OF THEIR STORE INFORMING OTHERS WHAT THEY DO TO PEOPLE. I HAVE ALSO RESEARCHED ONLINE AND FOUND SO MANY STORIES FROM THOSE WHO WERE RIPPED OFF BY BEST BUY OR BETTER KNOWN AS WORST BUY. IT WAS SO SAD TO READ THOSE STORIES. HOW DARE THEY DO THIS TO PEOPLE. WHERE ARE OUR RIGHTS? THEY HAVE TAKEN MY HARD EARNED MONEY AND NOW WASH THEIR HANDS WITH MY PROBLEM. WELL!!! I AM NOT GOING AWAY. I WILL CERTAINLY BE HEARD! THEY HAVE NO IDEA HOW RELENTLESS I CAN BE. I REFUSE TO GET RIPPED OFF.
[…] after work, I drop by Best Buy for a game (I know they’re evil, but I gave in since it was on the way home). Anyway, while […]
As per the policy you can return goods at any best buy store. We have two best buys within 7 miles radius. We purchased an adopter at Bolingbrook store. It didn’t fit my laptop so I try to return it to Naperville store since I happened to be in the vicinity. This rude guy with Turban at Naperville Best Buy asked 10 different stupid questions before he finally agreed to take it as if it his mama’s store. One of the questions was “Did Bolingbrook store told you to return it here?” What a jerk? Best Buy is not best place anymore. Very rude and arrogant people in the store.
I agree that the installers handled the situation poorly, however, you were not lied to when you were told that they could not mount your tv on the wall. You paid for a 150 dollar tv video set up not a wall mounting installation. Sounds to me that there was a major misunderstanding on both sides of the telephone. Regardless of the mount that you ordered that does not mean they will mount your tv if you have not paid for it.
In response to post 18: Your complaints should be directed toward the manufacturer of the laptops. They were the ones who constructed the product. Best Buy has reasonable policies that every other retailer in the world also has. Just because you bought two defective laptops doesn’t mean you are entitled to a crusade against best buy. Policies are put in place because of people like you that try to abuse them. And by all means feel free to hand flyers outside of best buy but don’t be surprised when you have the local police department telling you to leave since there is a very good chance that the owners of the property has a no solicitation policy. Also if you have a problem with the lifespan of the product that best buy carries then why don’t you just buy a service plan they they offer on almost everything. My guess is you are too cheap.
best buy is disgusting
had seriously bad experiences but one in particular was with corporate to try to get them to set things right
lies treachery etc…. everyone trying to cover each others you know what
no response from ceo or president since april– that was a guy who renigged the original settlement offer
more on that later
unfortunately they have monopoly on most products but poor on service technical support and quality of persons who work at corporate
I recently purchased a refrigerator from Best Buy. I also purchased the installation. After a week, I received a phone recording indicating when the people would deliver the appliance. When they came, they said that my installation costs only covered them actually rolling the refrigerator in place and connecting the electrical plug. They said I had to pay extra for the “complete” installation which included swapping the water line. I have fibromyalgia and could not easily turn the water off since the valve was seized. I got a phone call from somebody at Best Buy asking me what the problem is. I told them and they said it was perfectly normal for them to do this. I told them I would not accept the refrigerator. I later went to that store to get the charges lifted from my checking account. They said to come back the next day. I did that and they dragged their feet. I pointed out again that what they did was fraud and their manager got angry with me (I did not ever show them a temper or abused them in any way). After I mentioned that I was calling the state attorney’s office, it did not seem to be a problem reversing the charges.
But what they did to me, and what they did to your mother, is illegal. It is fraud and violates contractual law. This is not a customer service issue but a fraud issue. When people purchase a service, you can’t change the terms at the last minute and make it difficult or impossible for them to recover the costs. When it is done by some lone contractor, I guess it is just civil. But when a massive retailer does this systematically, it is a racket.
That’s what Best Buy really deserves…
http://www.best-buy-is-worst-buy.com
I work for best buy in Louisville KY and it sounds like she got a bad experience and that is sad. Best Buy seriously does strive to be the best but just like any other job you are going to have people whom are hired who do average or below average performance. To blame one incident on the whole company is rubbish. I’ve went places had a bad experience, went back again and had a much better experience because someone else was their. No matter how hard a company tries their is no true guarantee that everything is going to turn out right. We all make mistakes. As for the incidents with the guys in geeksquad that’s a different ballgame. Pretty lousy that anyone would do that But once again it’s an indivuals character not the company it self. Think about all the other places, doctors, officers etc that have corrupt indivuals. So honestly it’s the person, not the people whom are truely to blame.
How original! HaHA! Worst Buy!
Who ever created this message seriously needs to get a life for real! Shop somewhere else they don’t want your business and will be perfectly fine with it Best Buy is a wondeful company. My family and I have been close memembers to each employee. It’s a business for Pete’s sake! Get used to it, it’s year 2008! I agree with Tara! It’s the person to blame, not the company, The customer obviously is very snobbish!
I still have an issue with BB.
My JVC DPL 56″ Light Engine had to be replaced once, and still not right. They sent someone else to check the TV (not a BB tech) and they said the Light Engine replace, was defective. Besides looks like crap, it shuts the video 3-4 times a day. Then I have to turn the TV off, wait for the cooling time, and then turn it back on to continue with a was watching.
Right now, the service tech is waiting for BB to approve to replace the Light Engine. I asked them twice already to replace the damm TV. I’m waiting for their answer (3-5 bussiness days).
I spoke to “one of their supervisor” called Clint 5/1/08 7:30PM est, what an idiot this guy is….worthless supervisor.
I told them that I will burn this TV in front of the news channel, call “Help me Howard” and complain as much as a I can.
I paid almost $2K for the TV and almost $500 in their useless PSP service.
BB don’t sell JVC TVs anymore….I’m wondering who dump who?
Not sure why you think you are entitled to a new tv. You bought a SERVICE plan, not a replacement plan. Unless they have been out to your home 4 times to fix it then you are the idiot.
Jason, thanks for you lovely answer ASSHOLE.
They have been in my house more than 4 times already.
Hey jackass if they didn’t fix or replace anything then it doesn’t count as a service call. regardless of that maybe next time you wont be so cheap and buy a good tv.
Jason, bravo…….are you here in this forum to just insult people?.
Great…way to go.
Now, I’m cheap…..grow up.
Well, Best Buy replaced my JVC last Friday (5/09/08). I was able to get a different TV for the same amount of money that I paid in May 2005 (almost $2K).
I’m upset that it took this long, but at least they have replaced my TV with a brand new set.
Seems that Best Buy has a history of messing their customers up with their after sales “service”:
http://pricelesswriterdanny.squarespace.com/business-news/2008/6/6/the-dos-and-donts-of-running-a-business-part-ii.html
Way to go Jason! Point proven! It’s not a replacement plan, it’s a service! Dur! Of course over years technology changes! In your brochure it clearly states after 4 visits for the same problem it will be replaced aka the no lemon policy. Once it is replaced it WON’T BE MONEY VALUE! but COMPARABLE TECHNOLOGY! If our technology was the same back then as it is today, then back then you would be paying a fortune for it. Just like a new cd; when it comes out it will cost 12.99 or so but as years go by it will go down in price. Simply because of throughout time, what you would call a new cd or better technology even by the same artist! Common knowledge here, nothing to it. Only to those who like to complain and are very selfish over money! Get over it and move on!