Last time I talked to Best Buy Service, they said some one will call me back in 5-7 business days. I wasn’t all that surprised that after 7 days elapsing, that I still didn’t hear anything from them.
So, I figured it was time to check in again. Dialed ’em up, waited five minutes for humanoid to direct my call. Another 2 minutes and I was talking to someone in the service department. They start down their spiel of confirming all my account details and I immediately put the brakes on.
“Yo, I’m not starting from scratch here, I’ve already done this step. You guys some one would call me and they haven’t.”
They say sorry and put me on hold while they ‘pull up my records.’ They come back after a minute or two.
“Sorry sir, my computer is really slow today.”
Yeah, what ever.
“Looking at your file, there are no service requests outstanding.”
WHAT?
“Ok, lemme recap the story for you. I called on 10/13, someone took my info, and said the local service center would be in touch in 2 business days. I let 2 business days elapse. Didn’t hear anything back. So, on 10/18, I called in again and that person the first person lied, it really takes 5-7 business days for the call back. So, as of 6 days ago, there was a service request in the queue. What happened to that?”
“I’m sorry sir, I can’t find that request.”
She went on to say that it should really on take only 2 business days to get a call back. At this point, I think they’re all full of crap and just trying to avoid doing any more work on the call themselves.
“I’m sorry sir for all this trouble…”
blah blah blah.
“I’m going to make your request gets in the queue tonight and you should get a call back very soon.”
Note there was no quantifiable time period in there.
“Ok, can you give me a reference number for this support case?”
So the next time I call back you can tell me there’s no such request.
“Let me put you on hold and so I can look it up.”
Argh… Expectedly…
“I’m sorry I don’t have a number to give you.”
At this point I’m so frustrated I don’t really care any more.
I’m gonna give them until Friday to get back to me. If don’t hear from them by then I’m gonna go down to my local Best Buy and raise me a ruckus. I doubt it will do much good, but maybe some other customers thinking about buying extended warranties might see the fine service that I’m getting.
If I get some time to mess around with it, maybe I’ll set up Skype on my pc and start taping these calls. After all, they say, “This call may be recorded for quality assurance and training purposes.” Doesn’t say by who…
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