Best Buy & Geek Squad Policies

[benganzel]

I went into the Plover, WI Best Buy yesterday to buy a new HT receiver to replace my aging receiver. I decided to go ahead and buy an "open-box" display model, as it was marked down considerably from the retail price. I found an associate and asked to purchase the open box model, and he went back to the stock room and grabbed the envelope with the manual and accessories and told me that I could take up the receiver and envelope when I was ready pay. I grabbed everything and continued to browse for a few minutes before I decided to go up and pay. The check out process went fine, and I put my new purchase in the back of my car and headed back to work. When I got home I decided to set everything up and I was horrified to see that the remote wasn't in the package. I figured, well, it was marked down a good deal from the original price, so I thought maybe it was because there was no remote. But, just to make sure I called the store and asked them, the associate I spoke to put me on hold to look, but couldn't find anything. He transferred me to Aaron in HT and Aaron took my info so I didn't have to sit on hold, and he said he go and take a look in the back for the remote and when he found it he would call me back. It took him about five minutes to find it, and he called me back telling me it would be waiting for me at customer service. 

I was surprised, because most places would have told me that it was an open-box item and whatever was included at the time of sale was all that I was getting, nothing more. But the fact that the guys at the Plover store actually took the time to look for it and found it really surprised me. I think that this was well above the expected level of service, especially considering I had bought an open item. I know that I've had my fair share of bad experiences at BB, and that's generally all you hear about on these boards, so I figured I'd share my good experience of above and beyond service by the guys at my local BB.

[Nokia]

Those employees did exactly as they were supposed to. Great to hear about a good experience.

[benganzel]

While it might be true that they were just doing their jobs, they could have easily just said that since it was open box that I was SOL. I appreciated the effort to actually help the customer (me), when it's just not something that always happens anymore.

[AGENTG]

AWESOME!!! Thank you so much for sharing your positive experience!!

[trainedloser]

Wow, positive posts are about 1 every 10,000 on here.

I'm glad they got you the remote and stuff, at my old store they kept them all in these large plastic bins. It sucked HARDCORE trying to find stuff in there. Usually took hours.

[Justin-BBY Community Connector]

Hi benganzel, 

It's always wonderful to hear customer's feedback, especially when it involves a pleasant experience.  I'm very glad that after purchasing your Home Theater system and noticing your remote was missing, that the store took care of you by going the extra mile in finding the correct remote, setting it aside for you to ensure your system was complete.  

I will surely document your experience to forward the compliment on through the proper channels of store management.  

Thank you for sharing your experience with us on the forums!  

Regards,