Best Buy & Geek Squad Policies

[Fastervette]

Customer Service:

Recently I have been looking for a LG BD390 BluRay player that has been discontinued and is not available via Best Buy web site.

I called the customer service 888 best buy number they advised that the product was/is discontinued by the manufacturer, warehouses do not have any due to a new model replacement coming out shortly.

However, I was advised I might visit stores to see if they have any locally "in stock" or would sell display unit at a reduced price.

Being a current happy user of the unit and would like to have 2 additional units for my home if this is the case. I verified with LG and they are discontinuing the product.

I visited Best Buy Unit 1447, Southaven, Ms. on Monday evening Feb.. 22 to find there was a display unit at this location, also a "Returned" unit without cord or remote. I am from Kentucky several hours from this location.

I proceeded to ask a sales person if they had any of the units "instock", the sales person left to check inventory. When she returned advised they have (2) two "in stock" I told the sales person I would like to purchase them.

She went to get them and returned telling me the inventory must be wrong they did not have any.

I told the sales person would she see (in case the 888 customer service person was mistaken about warehouse availability) if she could order them. She returned and said as prior mentioned the unit was not available for order and apparently deleted in system.

I ask if I may purchase the Display unit as advised by the 888 customer service representative. The sales person said "We can not sale Display unit" I again ask if she would ask her manager or department head if I could purchase the display unit.

She adamantly stated "I can not sell Display unit" Contrary to what 888 customer service had advised, I was infuriated by her not even taking time to contact department head or acting store manager. I left at that time as I did not want to be lets say less than a friendly customer.

This morning, 02-24-2010,  I called to speak with the store manager, after 14 minutes of going to music then back to operator several times I spoke with an "acting manager" is the way she addressed herself.

Remember I am now back in Kentucky. The acting manager looks up the SKU number and guess what, just as I told the sales representative after finding out it was discontinued, I CAN BUY THE DISPLAY UNIT. Now she says I can purchase it, COME AND PICK IT UP. Well I am now 5 1/2 hours (one way) away. If the sales person had spoken with a supervisor I could have purchased it when I was there.

The acting manager says she can not ship it OR SELL it to me unless I come in. This is truly TERRIBLE SERVICE... it was not my fault the sales person did not want to take time to check with a supervisor. I would have purchased both units, the used return without remote, and power cord AND the display but the sales person did not take time to check and see if she could sell the unit.

I feel now that the sales person was wrong Best Buy should pay for the items to be shipped, it is pure wrong to ask me to travel 11 hours total that could have been alleviated if she had just ask a supervisor.

I have purchased many items of significant value from Best Buy this may put an end to my business with them!

[Dorothy-BBY Community Supervisor]

Hello Fastervette -

Kyle, from our Community Connector team, will be reaching out to you regarding your concern. I appreciate your patience until he is able to contact you!

[Fastervette]

Dorothy:

We will see what the outcome is. This whole ordeal was just frustrating when I did all my homework and followed instructions as 888-best-buy customer representative directed.

I would imagine if this isn't corrected soon the 2 (two) units will be gone. I surely hope Kyle and the other BB representative here are more knowledgeable that the store sales representative.

Vette

[Fastervette]

Appears we are still waiting 02-27-2010

[starhelper2587]

Responses generally take 3-5 business days.  The CCs don't work weekends, overnights, or holidays.

[stopbyus]

On 2/24/2010 at 9:05PM, I have purchased a Cordless Desktop MX5500 Revo keyboard & mouse set at above mentioned store. It was a birthday gift for my wife. When she opened a box, it was the whole bunch of different items, none of which belong to the item purchased. We brought this back to the store the following day at 1:00 PM, in less then 24 hours for an exchange. While waiting on the line to exchange the product, person in front of us has returned 2 products back to Best Buy. Store employee failed to even look at the boxes that were returned back to them. I have asked them a question how they are taking the item back without inspecting them. The answer was "The box looks good". After explaining what have happened, store manager Alexander (Refused to provide his Last name) advised us that there is nothing that they can do, and said that this is a Small Claim, and nicely asked us to leave the store. He said to deal with the manufacturer of the product directly. After lengthy conversation with the manufacturer they suggested that the mix up happened at the store. Because none of the items in that box belonged to that set. It looked like someone shoved old used products in that box. I have called the Best Buy Corp, and spoke to Customers Relations operator that said that this issue can only be resolved by the store manager. I have lost $185.08, but the Best Buy will loose more then that on the long run. There must be someone in the Corporate Office that can understand that. This is very unfair that the store can treat the customer like that. Hope to hear from you soon about your decision on how would you like to proceed in this matter.
Best regards,
Gary L, Brooklyn, NY

[akawilegger]

Holy smokes!!!  Seems like both of you have had some serious issues as well!!  More of the same with BB - sure hope you are prepared to spend your money elsewhere!!  I guess BB is just too big nowadays and doesnt need customers like us!!  Our money is just as good at any other stores!!   Look at the bright side here - its likely the other stores will be happy to have the customers and provide a high level of Customer Service.  At least in my experience  BB pushed this customer out the door and the competitor was happy to take my money, but they provided much better Customer Service than I ever experienced at BB.  Good luck getting anywhere!! I phoned, sent 2 emails and even posted on these boards - still got nowhere!!!  Sure hope it works out for you - and if not....enjoy the competitor!!

[starhelper2587]

akawilegger - 

Justin stated publicly he had sent you a private message on your thread started near the beginning of February.  He also stated he was forwarding your concerns onto management.  Have you not been communicating with him via PM, or do you not know how to check those messages?  Please quit spamming everyone else's threads with claims that your complaints have fallen on deaf ears here on these forums because the case is quite the opposite!  Justin is employed at BB corp so you're wrong in telling everyone that no one is assisting you when Justin has clearly been trying.

[akawilegger]

Look.....I am reading threads not spamming.  As for Justin - he sent my complaint to management!!  Whoopeeeeeee - THE SAME PEOPLE THAT THIS PROBLEM BEGAN WITH!!!!!! Furthermore - Justin essentially told me he had done all he could do - that its up to management now.  What reason would I contact Justin since his involvement is completed?  I have no other recourse at this point than to sit and wait to see what "management" will accomplish.  Justin apparently pushed it forward to someone else.

[starhelper2587]

You're missing the point.  Justin did all he could do.  The situation is already over and done with.  It's not like your issue involved an order or something that actually needed fixing.  The conduct of management and the employees at the store where you visited was the issue, and Justin did all he could do.  If you're expecting to get an e-mail or phone call stating that the involved employees got written up or fired, that won't happen.  Any disciplinary action resulting from a forum complaint would never be broadcast to anyone except the employee involved, especially to a customer.  If you have/had a problem with the Price Match policy, internal information on that is also private, and any changes would be made known to the public if the policy was actually altered in any way.  You're basically making something out of nothing at this point.

Furthermore, what you're doing is still spamming b/c you're commenting on completely un-related issues, just to be able to throw in your 2 cents about how "no one will help/listen to you."  To the uninformed reader that doesn't take the time to read through your original thread where a COMMUNITY CONNECTOR DID RESPOND, it looks like no one ever even reached out to you, which is not the case.  In your case, there is nothing else that can be done than what has already occurred, but to a reader that has no idea of you "issue," he/she may assume the Community Connectors don't assist anyone, which is FAR from the truth!