Aaron sent a message to Hubert Joly President and CEO, Best Buy – email address that said:
Mr Joly,
Good Evening. I need your assitance in a matter involving a TV issue that nobody at any level of magaement wants to assist me with and I'm an elite faithful customer. I purchased a Sony TV 75 inch in Dec of 2015 and last month the TV started pixelating. My cable company came out spent 3 hrs and found out the cause was the side ports on my new Sony was putting out 50 volts! I contacted Geek Squad because I purchased the 5 yr warranty and they stated the main board was bad. They advised me that they would send the pArt to my house and a technician would be out the following week. Well I happenes to be on a business trip in Chicago and my wife advises me that the part is now on backorder and for me to call back for an appointment. How can I make an appointment when the part is on backorder. I arrive back home two weeks later and contact store GM (Otay Ranch) in Chula Vista via email with no results! I follow up with him and he advises he has meetings and I advise so do I but Im finding the time! I explained the entire situation once again and it took another week before they finally made the decision to exchange the TV. They advised me that I was getting the new vwrsion of my faulty TV due to my original Sony not available anymore. So I wait two more weeks before Geek Squad comes out installs it as I had my mother in law here and they do there install but leave no manuel or any information on TV etc... Also internet not connected to new TV as well. So I log on to my Best Buy account to see how I can get a hold of a manuel to understand how to operate this upgraded TV and come to find out they forgot to tell me one thing. This TV has no 3D!! This broke the camels back! Part of being a successful company is having transparency and I feel as a long time customer that they attempted to sneak this buy me thinking that since its the new model Id be more caught up on that and never realize there was no 3D! WRONG! I have at least 10 movies that are 3D that my kids enjoy including a set of expensive 3D glasses that were purchased from Best Buy that are useless now! I recontacted the help line tonight and I was told sorry you can return TV and get your money back and buy whatever you want! WOW! Im the customer and Im asking for a TV that had what I originally purchased ! Why is that to much to ask especially involving a 5 month old TV! I was given ultimatem to eathier exchange it or live with what I got! That is unreasonable and I or my kids should have to suffer the consequences because Best Buy sold me a TV 5 months ago it broke down and now that its not available Im stuck with the newest model up and it doesnt have 3D! Sir the bottom line is I want my TV to have 3D and if it takes them sending me the upgraded TV with 3D then I strongly feel that's what needs to happen. Please fully digest my side of the story and do what it takes to make me a satisfied Best Buy customer again! Look forward tonyour response.
Aaron
