ManglerYJ
Well-Known Member
- Joined
- Mar 20, 2005
- Location
- Lexington, NC
So after saving for over a year now, we were finally able to order our flat screen TV's for the master bedroom and the master bathroom. We found 2 Black Friday deals, one at Walmart.com for a 22" LCD with a wall mount and one from Best Buy.com for a 42" plasma with wall mount. We ordered them both online so we wouldnt have to deal with lugging them through the stores on Black Friday, not to mention risking them being out of stock. We still went to both stores ON Black Friday, we just didn't want to mess with TV's that day so we could focus on smaller stuff.
Anyway, we ordered both TV's on November 23rd and were told that the Wal-Mart TV would arrive around December 3rd and the Best Buy one would be between December 1st and the 7th. Best Buy's website was messed up, so we had to order it by calling Customer Service.
We checked our bank account on November 28th and Best Buy still hadn't billed us. We called Customer Service to check and they assured us that because of Black Friday the system was overloaded and that it would go through once it cleared - give them a couple days to get it sorted out.
We called again on the 30th. Got the same answer, except that they said for sure it would be December 7th as they only deliver to Lexington every two weeks and the 7th was a Lexington Day. No problem.
Still nothing billed by December 4th, so we call again. After an hour and a half on and off hold talking to three different CSR's, we are escalated to someone in "Research". Ironically, because the TV was ordered under my name, this woman won't talk to my wife until I authorize it (even though she has been the one on teh phone each other time). After a few minutes, this gal realizes that when the initial order was placed, two numbers on our Debit card were transposed and the order was cancelled - contrary to what EVERY other CSR said AND DOCUMENTED ON THEIR SYSTEM. She read all the notes from all of the phone calls we placed in. She re-entered the order, but found that the mount we ordered was now out of stock with no future delivery date available. She has us select another mount and they shipped it to us free of charge.
Here's where it gets rough. She then figures out that the TV will in fact NOT be here by the 7th as promised and will arrive the next delivery date of the 21st. Not a major deal - it will still be here by Christmas. I could have picked it up in the store on the 19th, but I really didn't want to mess with it since they will deliver it on their truck and carry it into the house. To make up for it, she offers to credit $100 back on our card after the TV is delivered (since she can't alter the order when the order is open). Sounds fine.
December 21st arrives and so does the TV. They carry the TV in and head down the road. I unbox the TV, put it face down on the bed per the directions and connect the mount. I measure to drill the wall bracket up and get ready to hang it when I pull the opaque plastic off the front and discover the screen is CRACKED.
I call Customer Service who tells me that they can't issue a return until the truck driver gets back to the store with the manifest so they can enter it in as delivered. Call back later. When I call back later, they tell me that they will have to arrange for a pickup when they deliver the new one which may be another couple weeks. At this point, I tell them I will load it into my car and exchange it if they can find one at the store in either Winston or Greensboro. The system was down for them to locate one at that point so they tell me to call back later.
My wife calls back later and they tell her that the Winston store that it was delivered out of only had one in stock where the Greensboro store had 7. She told her on the off chance we went to Winston and someone else bought the last one, or IT was broken as well we would have to go to Greenboro anyway, so might as well start there. The Research CSR told my wife she would call the store and tell them what was going on.
I go to Greensboro and arrive a little after 8 pm on December 21st. I bring the receipt I printed online which has the order date of November 23rd on it, and the manifest copy that the truck driver gave me. I stand in line at Customer Service where there were about 4 people in line. I get up to second in line and the gal behind the counter asks if the box is opened. I tell her that it was delivered that morning and the screen is cracked. She tells me that since the box was opened, I'll have to wait in the Geek Squad line at the PC Tech bench. There are about 8 people in that line.
Get to the front and the guy tells me that to speed things up, just leave the TV and go get another one. No problem, I go back to the back and they pull one out of inventory in the back and I check it to make sure it wasn't broken. After I explained why I was so insitant on checking it, the inventory dude was happy to help me out.
I go back to the front where they tell me I now have to wait in line at Customer Service which now has about 10 people in it. Hey - I've waited almost a month for this TV, what's another 15 minutes? So, I get up to the front when she tells me that they need to call a manager to authorize the return. The manager comes up who obviously didn't know I was coming - because he asks me what kind of vehicle I took it home in. "I didn't take it home, you guys delivered it to my house like this."
So he asks why I didn't have them set it up for me. I didn't want to pay $80 for something that ended up taking me 10 minutes to do. He said that it is part of the delivery for them to set up the TV, plug it in and make sure it works. Never in all of the contact I've had with CSR's, or ANYWHERE on the website does it say this, nor did the delivery guys. Then, he tells me that because it came from the Winston store, I'll have to take it back there, since he didn't want to get stuck with a broken TV. This is the point that I just about lose it.
At this point, I am ready to get the gal from Research on the phone, when he tells me he will call to Winston and get an in-store transfer arranged. Even though I have my online receipt, they ended up having to do a "no-receipt" return and exchange. I finally rolled out of Best Buy with my new TV at around 9:30 pm. I was home at roughly 10:15 and watching TV at 10:30.
Now, to be fair, they did end up crediting our account with $200 and gave us the wall mount free, but even still we have spent over 10 hours on the phone and in person dealing with this TV.
Through this whole process, the only person who has been "customer service oriented", has been the gal in "Research", who wasn't originally supposed to be talking to us from what she said originally. She has written a rather long e-mail with all of the notes from our case and suggested we do the same. At this point, Best Buy has seen their last penny from us.
Anyway, we ordered both TV's on November 23rd and were told that the Wal-Mart TV would arrive around December 3rd and the Best Buy one would be between December 1st and the 7th. Best Buy's website was messed up, so we had to order it by calling Customer Service.
We checked our bank account on November 28th and Best Buy still hadn't billed us. We called Customer Service to check and they assured us that because of Black Friday the system was overloaded and that it would go through once it cleared - give them a couple days to get it sorted out.
We called again on the 30th. Got the same answer, except that they said for sure it would be December 7th as they only deliver to Lexington every two weeks and the 7th was a Lexington Day. No problem.
Still nothing billed by December 4th, so we call again. After an hour and a half on and off hold talking to three different CSR's, we are escalated to someone in "Research". Ironically, because the TV was ordered under my name, this woman won't talk to my wife until I authorize it (even though she has been the one on teh phone each other time). After a few minutes, this gal realizes that when the initial order was placed, two numbers on our Debit card were transposed and the order was cancelled - contrary to what EVERY other CSR said AND DOCUMENTED ON THEIR SYSTEM. She read all the notes from all of the phone calls we placed in. She re-entered the order, but found that the mount we ordered was now out of stock with no future delivery date available. She has us select another mount and they shipped it to us free of charge.
Here's where it gets rough. She then figures out that the TV will in fact NOT be here by the 7th as promised and will arrive the next delivery date of the 21st. Not a major deal - it will still be here by Christmas. I could have picked it up in the store on the 19th, but I really didn't want to mess with it since they will deliver it on their truck and carry it into the house. To make up for it, she offers to credit $100 back on our card after the TV is delivered (since she can't alter the order when the order is open). Sounds fine.
December 21st arrives and so does the TV. They carry the TV in and head down the road. I unbox the TV, put it face down on the bed per the directions and connect the mount. I measure to drill the wall bracket up and get ready to hang it when I pull the opaque plastic off the front and discover the screen is CRACKED.
I call Customer Service who tells me that they can't issue a return until the truck driver gets back to the store with the manifest so they can enter it in as delivered. Call back later. When I call back later, they tell me that they will have to arrange for a pickup when they deliver the new one which may be another couple weeks. At this point, I tell them I will load it into my car and exchange it if they can find one at the store in either Winston or Greensboro. The system was down for them to locate one at that point so they tell me to call back later.
My wife calls back later and they tell her that the Winston store that it was delivered out of only had one in stock where the Greensboro store had 7. She told her on the off chance we went to Winston and someone else bought the last one, or IT was broken as well we would have to go to Greenboro anyway, so might as well start there. The Research CSR told my wife she would call the store and tell them what was going on.
I go to Greensboro and arrive a little after 8 pm on December 21st. I bring the receipt I printed online which has the order date of November 23rd on it, and the manifest copy that the truck driver gave me. I stand in line at Customer Service where there were about 4 people in line. I get up to second in line and the gal behind the counter asks if the box is opened. I tell her that it was delivered that morning and the screen is cracked. She tells me that since the box was opened, I'll have to wait in the Geek Squad line at the PC Tech bench. There are about 8 people in that line.
Get to the front and the guy tells me that to speed things up, just leave the TV and go get another one. No problem, I go back to the back and they pull one out of inventory in the back and I check it to make sure it wasn't broken. After I explained why I was so insitant on checking it, the inventory dude was happy to help me out.
I go back to the front where they tell me I now have to wait in line at Customer Service which now has about 10 people in it. Hey - I've waited almost a month for this TV, what's another 15 minutes? So, I get up to the front when she tells me that they need to call a manager to authorize the return. The manager comes up who obviously didn't know I was coming - because he asks me what kind of vehicle I took it home in. "I didn't take it home, you guys delivered it to my house like this."
So he asks why I didn't have them set it up for me. I didn't want to pay $80 for something that ended up taking me 10 minutes to do. He said that it is part of the delivery for them to set up the TV, plug it in and make sure it works. Never in all of the contact I've had with CSR's, or ANYWHERE on the website does it say this, nor did the delivery guys. Then, he tells me that because it came from the Winston store, I'll have to take it back there, since he didn't want to get stuck with a broken TV. This is the point that I just about lose it.
At this point, I am ready to get the gal from Research on the phone, when he tells me he will call to Winston and get an in-store transfer arranged. Even though I have my online receipt, they ended up having to do a "no-receipt" return and exchange. I finally rolled out of Best Buy with my new TV at around 9:30 pm. I was home at roughly 10:15 and watching TV at 10:30.
Now, to be fair, they did end up crediting our account with $200 and gave us the wall mount free, but even still we have spent over 10 hours on the phone and in person dealing with this TV.
Through this whole process, the only person who has been "customer service oriented", has been the gal in "Research", who wasn't originally supposed to be talking to us from what she said originally. She has written a rather long e-mail with all of the notes from our case and suggested we do the same. At this point, Best Buy has seen their last penny from us.
