To Whom It May Concern:
I’d like to first say that I’ve been a loyal Best Buy consumer for several years. I purchased my first laptop computer, television, and appliances from best buy during my years in undergrad, even when it was inconvenient for me to travel to the nearest store. I made an effort to purchase products from best buy due to your amazing sales price and, more importantly, due to your helpful and knowledgeable sales staff.
I’m now on my 3rd laptop (a laptop mini) which I primarily use for my graduate studies and part time job. Unfortunately, I had a virus last week and decided to send my laptop to Best Buy’s Geek Squad to be repaired. I live in NY so I went to Best Buy store #483 and spoke to Vanessa about my laptop. Vanessa informed me that the laptop would be prepared by 10/23 and I left it in her care. On 10/23 I was informed by a supervisor that my laptop was ready to be picked up.
On 10/24, when I went to pick up my laptop, I was informed by Noelle that my laptop was not ready and in fact was never worked on since a recovery disk was required. Needless to say, I was annoyed that it took 4 days to be told that I needed a recovery disk. However, I was assured by a Geek Squad supervisor that I did not need a recovery disk since he would be able to re-install windows which should solve the problem. The supervisor informed me that it would take no more than a few hours and to expect a phone call later that day… No call was delivered..
On 10/25, I received another phone call telling me that my laptop was ready to be picked up. I quickly went to the store and was informed that my laptop could not be repaired without a recover disk and that the previous supervisor was completely mistaken. All employees were unwilling to give me the name of the supervisor and no supervisor was willing to come out to speak with me.
After 10 minutes of waiting, I was told that I had two options:
- Get a refund.
- Give them a recovery disk (which I did not possess)
I received my refund and left the store.
Frankly, I was shocked by the horrible customer service which was matched only by the incompetence of the employees. Particularly, I’m disappointed in the fact that no one was willing to give me the name of the supervisor who originally gave me the false information.
Perhaps, the situation would have been different if I possessed a vociferous personality and demanded satisfaction. Anyway, I’m writing this letter only in the hopes that someone will read it and make every effort to assure that this does not happen to another customer at Best Buy #483.
If needed, below is the list of my 3 service orders [concerning one laptop issue]:
{Removed per Forum Guidelines}
{Removed per Forum Guidelines}
{Removed per Forum Guidelines}
Thank You
{Removed per Forum Guidelines}
@Dorothy_BestBuy
Private Message
