04-13-2012 10:35 PM
I simply had some concerns due to the fact I have recieved poor customer service at the Best Buy McDonough, GA location. First let me start off by saying I live 45min away from that location. My fiance and I went there Wednesday to purchase a new laptop (ASUS). And that we did. Had great assistance from store associate Tyler. He helped us pick a computer to suit our needs, and informed us we could bring our old(damaged screen) computer by there and it would simply take a couple of hrs. to transfer the data for an $80 charge. Therefore, Thursday we made another trip to McDonough in order to do so. I believe an associate named Patrick is the one I had problems with. He acted as if he didn't want to be there, and rushed our entire conversation as if he were more concentrated on what he had to do after his shift ended. Upon asking him about how long it would take the transfer, he asked us if we knew how many GB had been used on the old comp.?. I informed him I had no idea due to the screen was cracked and couldn't look. He then goes on to explain how long it takes a certain amount of GB to be transferred and told us to "do the math". I then proceeded to inform him that we would be going to grab some dinner, and shop around some at the stores across the highway while we waited on a phone call from him, as to when we can pick our computers up. He simply agreed to call me as soon as it was ready for pick up. We then ate and went to a couple of stores, only to ride back by Best Buy to find THEY WERE CLOSED. I then ran to the door and got their attention and explained the entire situation that no one ever called me as promised, and we live 45min away. I explained to the "doorman" that I knew it wasn't his fault but the guy that took the computers from us had an attitude and didn't bother to specify that it would be the next day before we could pick up our merchandise!! The doorman then checked with the manager and since the entire Geek Squad had left, he couldn't let us in. He also asked us who helped us earlier that evening and what time we dropped off the computers. I told him 6:30, and simply described the associate to him and he states, as he rolls his eyes (as if there had been problems with this employee before) "Oooh..Patrick huh?" ANYWAY so we ended up having to make yet ANOTHER trip to Mcdonough today to pick our computers up. I did speak with a store manager, who was very friendly and said she would confront Patrick. She was disappointed with the fact that he told us to "do the math". I told her I would have appreciated it if someone had just called to inform me that it would be the next day instead of being locked out of the store upon closing and finding this out on my own. It was quite embarassing to have to explain the situation. I feel this is very bad customer service and that maybe the associates should be required to ask the question "are you local?" and be much more informative as to when products should be ready for pick up. The doorman had told us that Patrick had been gone for a few hrs. and that we must have been one of the last customers he helped before his shift ended. I suppose that's why we got a snotty attitude from the beginning when dealing with him. Now as I am at home, and using my new laptop I have ran into more problems with opening ANY of the applications; such as the calculator and sticky notes. It will only bring up wordpad upon clicking on the applications and it's a bunch of jumbled up characters. I have found a way to get to them by right clicking the application and going to properties, then clicking "open file location". However when I am paying extra for "Geek Squad" to set my computer up to run like it should; I honestly don't expect to get it home and still have problems. I understand the members of Geek Squad are very busy; however this shouldn't reflect in their customer service. Honestly, it makes me not want to purchase anything else from Best Buy. I work in a very busy environment as well as with customer service at a local doctor's office, and I can assure you that I am always pleasent to our patients. Also very accurate with patient information (esp. since if I were to be carless with someone's healthcare, it could result in sickness/death). This is actually the second occasion that we have had bad experiences with the Geek Squad. In the past my fiance had to take his laptop to be worked on (at a different location). He was also told they would contact him when it was ready for pick up. 5hrs passed by before he decided to go back and check on it, only to discover it had been ready within an hr. of dropping it off!!!!!..Nonsense! I am not usually one to complain; however I feel strongly about this matter, since I am paying for a service, only to be completely disregarded.
04-14-2012 04:50 PM
Following up from yesterday's post::: Had to take my computer back to Best Buy again today due to the problems with all the applications not working correctly. THIS TIME we took it to the Macon, GA store. MUCH, MUCH, MUCH better customer service! They were fast, professional, friendly and precise! They took the time to explain things to me. Come to find out the MORONS at the McDonough, GA location left one of the discs in my computer from where they had been working on it!!! Also they failed to check the data from my old computer for viruses before transferring to the new laptop!!! Therefore there was a virus on my LESS THAN 24hr OLD COMPUTER!!!! SOOOO the guys at the Macon store fixed the problem in about an hr. and also CALLED ME AS THEY SAID THEY WOULD when it was ready for pick up!! What a journey it's been, but finally we have a working computer!
04-16-2012 12:27 PM
This definitely seems like quite the odyssey indeed, and unfortunately, not the most pleasant. If this was the case, then it's very troublesome that you had to make all of these trips to our McDonough, GA store, only to go to our Macon, GA store for final resolution. I want to extend you my deepest apologies for the obstacles you encountered, for the time wasted, but am thankful that you now have a working computer.
I will pass this issue along to our management teams, but I would also like to speak with you more about this matter. I'm sending you a private message that you can view by logging into your account and selecting the letter icon in the corner.
I'll talk to you soon!