This is one of those, "I can't believe it stories!". I owned a Samsung 9000 series TV 55", purchased at Best Buy about 3.5 years ago. New, the 9000 series was $6k, so, I purchased a protection plan through Best Buy. Within the first year the screen was replaced under Samsung one year warranty. Skip forward to this past Monday night and the screen starts throwing lines horizontally, from one side to the other. I call the "Geek Squad" for repair/service call. They say, you have a protection plan for a 46" TV, not a 55". I'm like huh???!!!!! Short answer, sorry nothing we can do to help you. Great! Next day, go into my Best Buy, see the manager, show her the receipts and explain. She tries to get the warranty changed to no avail. So after 15 minutes, she looks at me and says, "Have you seen the new 4k TV's??". I'm like, yea, but haven't really investigated them because I have a 2 nice TV's. She says' "Go over and pick out one and we will do an even swap on your Samsung 9000 and get you a new plan.". WHAT??!!!!! Talk about customer service!!! So, called the wife had her meet me to look at the different TV's and BAM, 30 minutes later walked out with a 65" Sony 4k TV with 5 year protection plan for a cost difference of $125!!! WOW!!! It was a $3600 TV!!! By the way, its a KILLER picture and was not a fan of the curved tv, this one is flat panel. Anyway, sometimes you get nice people doing the right thing, man that was a cool experience!
Wow! Very cool! A good recommendation if ever there was one...... Probably helped that you were polite and tried to explain rather than screaming & shouting I suspect..... Cheers, Ian
Glad to hear! The 4Ks are amazing even if they do use an algorithm to upconvert from non-native 4K. I recently bought a new laptop from Best Buy after my hard drive died...first time I've been in a Best Buy in years and first time buying a computer in person rather than online. Hope they stay in business rather than losing out to online places. I don't think an online store would give a crap with a story like you had.
That's proper customer service. Awesome news. That manager may warrant a letter from you to her superiors. Not that they help much these days, but the thought counts.
She really does deserve a letter. We are "premiere" members through the rewards program, thats top level, in other words, we spend a crap load of money there every year, I think that also played into the decision. Yea, scream and yelling is not going to get you anywhere any place any time. People have to go defensive, instead of using their minds to solve the problem, well you have lost the battle. They do upscale to 4k! Plus, sony has 30 plus movies out in 4k already. Its a crazy clear picture.
This is good to hear, I've heard bad things about the protection plan and Geek Squad and when I clicked to read this thread I was fully expecting a negative story!
Best Buy must give their on site people some discretion in handling issues. My store in Austin, Bee Cave really is great, the stores in California I dealt with not so much. Geek Squad varies a lot too but that is no big surprise.
I'm surprised. That's completely contrary to my Best Buy experiences. I'd be curious to hear how much was trained for customer service, and how much was simply at the discretion of that manager. Matt
I've also had great customer service from Best Buys, including a receiver upgrade replacement of a failed model that was no longer available.
