Stephanie White sent a message to Hubert Joly that said:
Good Evening,
I am a Best Buy/Geek Squad customer. I am currently on hold with the Geek Squad for 55 minutes and 39 seconds. I am trying to resolve an issue relating to a protection plan renewal email I received yesterday from your company, but the link to renew my protection plan will not work. I called the Geek Squad and was put on hold the first time by a man who did not identify himself. He spoke heavily accented English and was quite difficult to understand when speaking. He never returned to our conversation after he put me on hold to investigate my inquiry. Then another person answered my call who promptly transferred me back to the same man in the protection plan department. This man was unable to answer my questions for the 2nd time. His telephone connection became very muffled so I asked to speak with a supervisor and I was put on hold again and I continue to be on hold, waiting for a supervisor.
I am writing to you, the CEO, to tell you of not only my frustration, but my disappointment in the poor customer service I have received from your employees tonight. All I want is a clear answer to my question regarding the one year renewal of the protection plan on my Insignia 48 inch Smart TV, which has been looked at and attempted to be fixed by the Geek Squad 4 times since October, 2018. The tech was here again today, replacing a part for the 2nd time to try to solve the issues. If this television technical problem continues, and I am unable to renew my protection plan, rest assured I will not purchase a new tv from Best Buy. After 4 tech visits(inconvenience to myself and family), the tech Francis said the company policy is to replace the television. But the tech Mark, who was here today contradicted what the previous tech told me. I would really like a straight answer from your employees and I would like the Geek Squad to honor my current service contract and the email that originated from them!
Thank you for your time.
A Very Dissatisfied Customer,
Stephanie M. White (Total time on hold is now 1:07:20)
