1/5

posted Apr-17-2012

My problem began when my Sharp TV (purchased from Best Buy) began to exhibit dark spots across the top of the screen. After working with a Sharp representative, they determined that the set was bad and authorized a return for store credit. A couple days later, a representative from Best Buy corporate left me a voicemail with a return authorization number and said that I should call back with any questions. Here’s where my problem began…
When I called Best Buy corporate back with the number I was given in the voicemail, nobody had any idea how to pull the number up in their system (despite talking to three different people). After over 30 min on the phone, I became frustrated that nobody could help, so I decided to visit a local store. When I explained the situation to the BB representatives at the store, they also had no idea how to process the exchange and I spoke with 5 different people before someone claimed to know the answers. I was asked to pick out another TV, which I did, and then we scheduled the pick-up of the old set and the delivery of the new one. This took a total of about an hour. When the scheduled delivery day arrived, I still had not heard from anyone, so I called the store to get an update. When I finally got a representative on the phone, I was told that my order was canceled by BB corporate but they could not tell me why or how to solve the issue. Days later, I still had not heard anything, so I called BB corporate yet again and was transferred to 3 different people before being sent to customer relations (each time having to recap my situation). At this point I was very frustrated with their disorganization and explained my problem yet again. The customer service representative said that she was confused and did not understand why the exchange was canceled, but promised to contact the store, get some answers and call me back within 1.5 hours. 7 hours later, I still had not received a call, so I called the customer relations line again and spoke with another person who I explained the situation to yet again. This rep had zero sympathy for my situation and said that the whole problem has been due to a glitch in their system and that it will be resolved sometime soon, but could not give me a specific date. At this point, I was so fed up with the entire process and said that I’d rather cancel the order and take my business somewhere else. Her response was that I would not be able to get my money back and my only option was to wait longer for an answer (in a very condescending tone).

I still have no resolution on this situation. Best Buy has my money for the difference between my current set and the replacement, but they can’t tell me if or when the order will be completed. They also appear to have no sympathy or understanding of the fact that this whole situation has been EXTREMELY frustrating.

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