Best Buy delivery worked exactly as it should, as promised, and on time. I had spend the morning prepping the new installation and move of the existing TV. The new Samsung was out of the truck and unboxed in minutes. Up onto the new cabinet, plug it in before the guys left and....and...
WTF is that!!? Is it...it looks like a broken screen. Could it be? We all stood for half a minute pondering before anyone could bring themselves to say it. The damn thing is broken.
As quick as it came out of the box, it is put back in, and back on the truck. What now? "Call the store."
So I started. The store didn't know what to do. Sent me to the Geek Squad 800 number. OK.
Call one- could not understand them. Have you seen Outsourced? OK, a call transfer. Disconnect.
Call two. Getting the explanation down better. Transfer. Guy answers. I wait, he waits. He asks my name and story. I ask his name. Mike. I say, OK, I am the customer, but I have no idea who you are. I'm Mike. Mike? In what department? At the support center. Oh, OK. Thats all I need. I explain. Mike's first time with this. He says wait. OK. Disconnect.
Call three. Anne. Her tone gives me confidence. She is a pro. Handles it all. New TV will be dispatched. I get a ticket number. Cool. Now the timing? They should call you by Jan 2. WTF? Uh, no, that is no good. This is the 28th. We just want a call. Thats it. the process of replacement can begin on the 2nd. OK, I'm not comfortable, lets cancel and refund. OK, new ticket number. No problem.
Summary- good experience in general at Best Buy, until something went wrong. Bad telephones then, lots of inexperience, and no concept of timeliness.
So, I moved everything back. I am getting good at this.
I reconfigure our satellite receivers and need a connecting end. Head to town to get it, and end up with a new Sony TV for less money than the Best Buy Samsung. Just 55" instead of 60" and that's OK
The sales guy dropped it off on his way home.
I re-moved the old TV, hooked up the Sony, and it is as good as it should be. Finally.
No comments:
Post a Comment