Best Buy — Local services in Altamonte Springs

Santos Colon, the General Manager is absolutely HORRIBLE at handling customer issues. Santos Colon is absolutely HORRIBLE & RUDE at resolution. And this is who Best Buy AS A COMPANY has at resolving issues.

Onto my issue.

My Sony x80j 65" TV started having screen issues in May, (1) I had a repairman come in studio to look at it. Since the issue didn't occur while there he "explained" how to use the remote and restart/ reboot/ unplug the tv (which I laughed to myself because I already do lol and let him finish). His response was if it happens again do a reboot and keep an eye on it and call them back. I replied "you already just did the reboot and ok".

(2) Made another appt early June due to the same screen issue, this time they send Geek Squad, Geek Squad arrives and says "there's nothing I can do they should've sent a repairman". I said "not the guy that was just here, he acted like I'm an idiot I won't even show up or open the door for him". He referred someone else so I make another appt. (3) Mid June the repairman comes just to assess the tv, no more no less. Suggests new motherboard. I'm ready to junk it because I had another Sony x80j 65" that had the wifi card go out which this tv is the replacement for.

(4) Late June the same repairman fixes the motherboard. I'm sketchy because I have stated it's the PANEL not sure how a motherboard helps but ok and paid $50.00 for something that my Total Tech Membership no longer covers for some reason. Sure enough have issues again BUT THIS TIME THE REPAIRMAN REQUESTS A JUNK OUT. Initially it was approved but gets DENIED (as I come to find out later)!

(5) July 20th the same repairman comes out to replace a T Con part (at no cost yay!) and I'm like how is this gonna resolve anything?

Still had screen issues, went in store to resolve and Ina who was very polite and professional (as well as Christina) did their best but their hands were tied. I wasn't happy but it is what it is. I got IRATE when Geek Squad asked could a repairman come out again? HECK TO THE NAH! THEY'D BEEN TO MY STUDIO 5X ALREADY AND HADN'T FIXED IT, NOT GONNA SIT AROUND OR MEET THEM THERE WAITING FOR A 7A-7P window of when they can arrive any longer. I let them know however my issue was not with them at all.

Then as of the end of JULY the screen no longer turned on or responded. I sent an email to Juan attaching the video of unresponsive tv that went unanswered. Went in person Juan stated he had to await a reply from Santos on the decision.

I received a callback stating Santos' decision was to "wait for a Sony firmware update to resolve the issue". How the _ I'm a update the TV's firmware if the screen is unresponsive? This guy really tested my intelligence with an unintelligent resolution. So I go in store again and there was an employee that recognized me from patronizing the Winter Garden store. I showed him the vid he said he had a Sony TV where the panel went out and they did a junk out. I said wow mine was denied! He and I aren't the same complexion btw so I had some feelings about that which I hope are untrue.

I was offered a resolution in store by Ina who did a fantastic job as a manager etc throughout this process. I'm just not sure I want to keep spending time with this as a replacement requires me to make more time for them to come by and I absolutely do not want them coming by anymore as I have spent too much time out of my life making time for Best Buy.

Y'all really need to retrain Santos Colon or rethink his position within the company.

Can't post vid so images below show pixel, discolored screen, then 8 secs of light flickering on an unresponsive screen after...

Today (10/29), this location made Best Buy's claim to have an E-Waste program to help the earth a fraud. Here is what happened, as I was instructed to do by the person at the front of the store yesterday, 10/28/2025: I grabbed a cart and filled it with my junk electronics (excluding the monitor because they said those are charged for), then walked in the store, and then said there to recycle. At this point, as I was told would happen was sent to Customer Service to turn in the items, and that is where it started. Basically, they took one look at the cart, realized I had trash not expensive  old phones and stuff they could resell for a profit, and proceeded to look for technicalities and loopholes to refuse to take ANYTHING. I quote "we have to have standards", said the person at Customer Service. E-waste is old electronic trash that it is better for the environment it be recycled rather than placed in a landfill, given the metals in it. But the sec you have "standards" like that, the whole program becomes a joke, and 1000% pointless. The items were: old printer, old speakers, old cameras... AKA TEXTBOOK E-WASTE. The "standards" if they can find a spec of dust on it, they deem it "infested". Old electronics no one uses that need to be junked/recycled with zero dust? Again, the whole program becomes a joke and 1000% pointless. If you do not want to take waste, do not advertise that you have a waste program.

*RESPONDE TO Best Buy (Owner): 1) I do not use Facebook, nor Twitter/X, nor Instagram. 2) Do you really want to drag me on those platforms so I can make a proper social media campaign about the LIE about taking e-waste by Best Buy? 3) As for being "unsure"; I already explained, as far as the "in practice Customer Service lady is concerned" she defines "dust" as "infested" so probably trying to "get out of taking ANYTHING" under that "health or safety hazard". But again, e-waste is JUNK people need to throw away... It won't always be LIKE NEW phones and laptops... The fact that you linked me to a list of items that INCLUDES "Speaker systems" and speakers is what she specifically used dust as an excuse to refuse... When I pointed out that this was absurd, that was when she went on the "we have to have standards": but as I already pointed out in my review, such "standards" and abusing terms to look for any technicality to REFUSE TO RECYCLE makes the whole program become a joke and 1000% pointless. She made it 1000% clear her goal was to find ANY REASON to REFUSE EVERYTHING, and that she would if I bothered to try and recycle at Best Buy.

If you have an email or phone for such things, I can try and clarify more as you asked. If it is rogue employee on a power trip, I am happy to help you clean house, but the staff of this location implied this is PROPER POLCY, and your comment about "hazard" implies the LOOK FOR REASONS TO REFUSE TO RECYLE is he doing as you trained her to do. "Hazard" sounds responsible, but when you use "dust" as such, again it makes the whole advertised commitment to e-waste recycling a fraud.

To make it clear for all, I took pics (of speaker attached) before I left the BEST BUY, this is what they REFUSED. Judge for your self, if this "dust" is a "hazard" or them "looking for excuses to...

Urgent Complaint Regarding To the Best Buy Management Team,

I am writing to express my profound disappointment and outrage regarding an incident that occurred at your Orlando Waterford Lakes store, located at 845 N Alafaya Trl, Orlando, FL 32828, on April 1st, 2025, at approximately 8:40 PM. What transpired was not only a gross display of unprofessionalism but also suggested a deeply troubling disregard for equitable customer service.

Upon entering the store, I sought assistance from an employee named Sebastian regarding an open-box laptop. He informed me, with a dismissive tone, that he was "too busy" with closing procedures to assist me. However, a mere five minutes later, I witnessed Sebastian attending to another couple, facilitating their purchase without hesitation.

When I requested managerial intervention, John Alfonso, the manager on duty, was called. It was then that the true nature of Sebastian's refusal became apparent. He openly admitted that he deemed assisting me with an open-box laptop as "too much work," and therefore prioritized "easier customers." He further stated he was too close to his shift ending and did not want to radio for help. This admission, made in front of John Alfonso, revealed a blatant disregard for my time and a clear prioritization based on perceived transaction simplicity, not customer need. Furthermore, Sebastian escalated the situation by yelling at me, asserting that I was "too much work." This public outburst was witnessed by John Alfonso, who acknowledged the inappropriate behavior and assured me he would address it with Sebastian after my departure.

I am left deeply disturbed by the implications of Sebastian's actions. His refusal to assist me, followed by his immediate assistance to other customers, coupled with his explicit admission of prioritizing "easier" transactions, suggests a discriminatory attitude that is unacceptable. The fact that he felt comfortable enough to yell at me in front of a manager is extremely concerning. Also, another employee named Race, refused to call for back up, stating that he was leaving after helping his current customer.

This incident is not merely a matter of poor customer service; it is a serious breach of trust and a potential violation of Best Buy's commitment to equitable treatment. After numerous positive experiences at your store over many years, this single encounter has irrevocably damaged my perception of Best Buy.

I demand a thorough investigation into this matter and a clear explanation of the disciplinary actions taken against Sebastian and that employee named Race. I also request assurance that Best Buy will implement measures to prevent such discriminatory and unprofessional conduct from recurring. I expect a prompt and comprehensive response to...