I thought for a long time about today’s post. As a blogger, we rave about products all the time and you can rarely find blog posts out there with negative reviews. I’d say a lot of bloggers including myself shy away from negative reviews out of fear of ruining a chance to work with a brand. A lot of bloggers make a living out of brand collaborations but I also feel like this could help someone and maybe even resolve my issue. If this post ever disappears then it’s because my issue was resolved and I was asked to take the blog post down in return. That’s how things work I guess.
So here it goes:
In June I bought my husband a 65″ LG TV (model 65UH6150 which gets really great reviews on Amazon for his man-cave as a surprise for Father’s Day and his birthday at Best Buy with the extra 2-year Geek Squad protection plan. I saved for a while to be able to get this TV for him.
(I’m still working on that space by the way and hope to update you guys on it soon when all the projects and drama are sorted out. It really ended up being not as easy as I had thought. )
Suddenly that big TV didn’t work anymore. There was no picture but we had sound at 4 month old. (Apparently, that problem isn’t all that rare which you can read HERE or HERE). I contacted Best Buy and they told me that they’d send a Geek Squad repair guy out 5 days later with a part to attempt to fix the TV which already didn’t make me all too happy. I don’t want to own a lemon that needs to get repaired after 4 months and I also don’t want to wait days and days to get it fixed. So when the repair guy attempted to fix the TV, the part didn’t fix the issue and he informed us that he had to order an entire new 65″ screen from LG to try to fix it. Not a new TV, just the darn huge screen. That new screen and appointment would require us to wait another 1.5 weeks for someone to try to fix it. I think that’s what sent me and my husband over the edge. I called Best Buy several times, I called LG and then I took it to Twitter and Facebook.
And you can see the faux fiddle leaf fig tree I mentioned in last Friday’s post (click HERE)
Best Buy is telling me that all they can do with the Geek Squad plan is to attempt to fix the TV and if I’d want the TV replaced then only LG can replace that TV for me under their manufacturer’s warranty. I want to buy from a store/company that stands behind their brands and products and should a problem arise they’d take it back and give me a new one and then start dealing with that product company themselves and not make the customer call around to get it replaced. In my opinion, it’s their job. That’s what good customer service would be. “Oh sorry you have a crappy TV from a crappy company but there is nothing we can do for you besides trying to fix it.” isn’t cutting it in regard to customer service.
For example, years ago I bought a sofa from a local store that was faulty and they dealt with the brand and gave me a new sofa. But they also asked me to pick from a different brand because they were afraid it would happen again. That’s customer service!
The repair appointments requires people to be at home at times that are convenient to the seller or product company, not the actual customer which infuriates me.
And also how is replacing an entire 65″ screen beneficial to the customer or the company? The screens are very expensive and paying a repair service to handle it and try to repair it is expensive too. (Remember the consumer affairs review I mentioned above? It’s apparently a big problem! Click HERE)
I don’t want the TV repaired! I want a new functioning TV that wasn’t opened numerous times by a repair guy! I want one that starts with another fresh 1-year warranty or simply my money back. They have refused to just give me my money back which would be the best-case scenario!
LG told me that in order to get a TV replacement they’d have to send someone from their company (customer service repair guy) out to try to repair the TV or evaluate the TV should it be unrepairable. But guess what? They don’t have a location close to us, so now they sent a third-party repair service out who isn’t really authorized to make the decision. The repair guy, who ended up being super sweet by the way when he finally came to our house yesterday, will submit a replacement request now to LG after I told him my dilemma. That will take a while again now and of course, doesn’t guarantee anything. (UPDATE: LG just direct messaged me on Twitter again: “The technician is ordering a new panel (screen) for your unit today and will contact you to schedule the repair.” They are completely ignoring requests. It’s infuriating! That was followed by “Julia, unfortunately, we have to complete the repair. We are not able to offer a refund/replacement unit at this time.”)
I tweeted and wrote on Facebook and those actions lead to a conversation with someone from Best Buy that finally lead to several phone calls from a “Senior Customer Experience Champion” (what a title) from Best Buy Enterprise Customer Care who couldn’t promise me anything but he’d try his best to work with me. He’d try to call my local store and see what they could offer me… Only to find out later that they even had a meeting about my issue. Lucky me! And at this time they can only offer me the repair because they need to stick to their policies and they are giving me what they promise with their Geek Squad Protection Plan. They can’t just give in to me because then everyone would want that and that’s not possible.
The moral of the story is that Best Buy will NOT replace a TV no matter what and you have to go through the hassle yourself with the actual product company should you still try to get that replacement. Best Buy only tries to repair the TV should you have the “great” Geek Squad protection plan. And if you don’t purchase the Geek Squad protection plan… well then there is nothing they will do for you under the manufacturer’s warranty. You are on your own folks. Great isn’t it?
And LG will also try to repair the TV numerous times before possibly replacing it. Whatever happened to companies replacing the bad product right away, repairing it, and then re-selling it as a refurbished product? I could actually name a company who does just that!
I just found out that LG repaired my husband’s cousin’s LG washer 5 times before finally agreeing to give her a product credit for a new one. 5 times of having to make a service appointment and not being able to wash your stuff.
Both LG and Best Buy give you the reply of it not being “standard procedure” and how things are done but that would be called good customer service which this clearly isn’t. It’s time to change your policies.
Who actually has time to be home numerous times during the week in a broad time window so a new product that shouldn’t be broken in the first place can be repaired? Most people don’t!
Which brings me back to this lovely ad on the Best Buy website:
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“If your covered product stops working, simply bring it to a Best Buy store and you’ll walk out with a replacement. Because bad luck deserves good coverage.”
What a lovely statement isn’t it? We did have bad luck but nobody really cares since it’s a TV which this doesn’t apply to. So be aware of that.
Our anger pillow is oh-so fitting now, unfortunately!
Oh, and I recently received this in my email inbox:
No thanks to that. Are you kidding me? Hassle-free Repair Process!!!
How do you handle situations like this? Would you want a replacement, your money back or would you be happy with the fixing attempts? I’m scared of this happening again. At this point just getting my money back so we can all head our separate ways would be a wonderful solution.