Yohannys Lopez sent a message to Hubert Joly that said:
I purchased a brand new 75-inch Sony Television on 03/14/16 from Best Buy Store located at 10760 NW 17 Street, Miami, Florida 33172. Before the first anniversary of the television it stopped working so Best Buy dispatch Geek Squad. Of course, they did not send enough personal for the size of the television, so I had to reschedule yet again for two agents to come out at once. When they final arrived, they diagnosed the problem to be the mother board they ordered the part and eventually changed it out. Following that approximately 6 to 8 months later I had to contact Geek Squad once again because the television would turn on by itself and would not respond to the commands from the controller they once again dispatch Geek Squad to repair the problem. The issue with the TV and remote controller inspired a three call to Geek Squad for repairs. October 1, 2019 my Sony Television once again stopped working it will not turn off or follow any commands from the controller it idles constantly and show colorful circles and the Android logo. The TV will not turn off unless it is unplugged from the wall outlet. I have been to two of the local Best Buyâs looking for help. At first on October 4, 2019, I visited the store where I originally purchased, the television Best Buy Store located at 10760 NW 17 Street, Miami, Florida 33172. I spoke to Sony Expert Max Chirinos and I explained the ordeal with the TV. I explained that I no longer trust the unit, I am afraid it will short out and cause a fire in my home. I must continuously unplug the TV from the wall. He spoke to the store manager who advise him that it is out of his hands and there is nothing he can do to assist me. He provided me with the Geek Squad service menu and told me to call them ask to speak to a manager and express my concern and the safety issue. On Saturday, October 5, 2019 at 9:15 am eastern time, I called Geek Squad and the agent told me there is nothing he could do. I asked that my call be elevated to a manager. He promised that a manager would call me within 2 hours well that never happened. I called Geek Squad again on Saturday, October 5, 2019 at 4:00 pm eastern time I was again promised a return call from a manager. On Saturday, October 5, 2019 at 9:00 pm eastern time I called again to ask for a manger I was on hold for 45 minutes was transferred to 3 different departments and did not resolve a thing except setting up yet another service call for October 9, 2019 between 12 & 4 pm oh and no manager ever returned my call. On October 7, 2019 I visited another Best Buy Store located at 12495 SW 88 Street, Miami, Florida 33186 spoke to Store Manager Sergio. I told him my ordeal and he told me there was nothing he could do. He instructed me to contact Geek Squad I told him they are not returning my calls. He called them in front of me, spoke to Geek Squad on the phone and asked for a manager to return my call and as of today I am still waiting for a call back. On October 9, I took time from work and waited for Geek Squad to visit me and he told me yet again they would order the mother board as it is damaged again. He told me he would order the part and would have another Geek Squad member come to my home on October 16, 2019 between noon and 4 pm. Yesterday evening I got an automated call from Best Buy confirming my appointment so I took yet another day off of work. Today at 4:30 I called Geek Squad and she notified me that the part is on back order and no one would be out to service my television. I lost another day of work and no one even bother to call me, the Geek Squad agent Neno Morales called the wrong number left a message and reschedule my appointment for Sunday October 20 between noon and 4 pm without consulting with me. The Customer Service agent at Geek Squad offered me a gift certificate for an undisclosed amount for the inconveniences. I am a single mother who is also responsible for an elder parent. I canât afford to lose any more time from work and I certainly donât feel safe with this TV unit in my home as it can potentially start a fire. All I ask is that Best Buy do the right thing take this faulty unit back, credit me the money I paid so that I can get a new unit. I would like to be made whole again by change out the current unit for new unit that does not required continues services.