Best Buy & Geek Squad Policies

[RJ-BOS]

I visited the best buy store in the Watertown Mall to buy a samsung TV , after waiting for over 35 mins and requesting half a dozen associates to help , none of them had any time . The first oen said I ahve a break coming up so he was gone and there I was standing  they would not even be willing to talk . Here I was with a cheque book prepared to pay and pick up the TV and they could care less about me .

I had already done all the ground work by looing and comparing on the product and what I wanted , so it wasnt that I was going there to learn from them , the only help if at all I needed was to pick up the right cables and such but they could care less .   I have never seen so much lack of concern towards the customers and something like this before , I was discussing this with one of my friends he said he had the same experience .   

Hopefully this reaches the right people in customer service and they take some action to not lose more customers , I will probably visit a local chain here and get the TV from there , I have always found their customer service amicable and not as arrogant as best buy .  I hope the other readers of this post learn from my experience and avoid all the frustration by not going to that store . Good luck to best buy , I aint visiting this place again .

[JoshSB]

Wow...

Sorry to hear about your experience.

One of the Community Connectors will be along to put in some messages and also email the store in question to tell them what the problem happens to be.

Although, if I may ask, are you from out of country originally? I am just curious because you spelled check book, like cheque.

Again, just curious =)

Hope your experience with the local store/CC goes wonderfully.

~ Joshua

[leo730]

Best Buy truly is going down hill.  I miss the Best Buy from the old days.  Before Geek Squad, before Blu-Rays, before DVDs, before CDs.  Where is the Best Buy with the VHS and Cassette tapes?  That is when Best Buy had the absolute Best prices and customer service.  Look at these forums.  Just look at how many bad reviews there are about customer service.  This is what happens when companies get empowered.

[JoshSB]

I would argue that these forums make up .00001% of Best Buy's customer base (still not acceptable to have any complaints) and yes they do have other bad reviews, but then again you have to consider people with good reviews usually won't post or make a comment about it, which means the vast majority of customers still do think Best Buy is a good company (or live in an area with an outstanding store).

I am NOT trying to make up an excuse for it, just making a comment.

~ Joshua

[RJ-BOS]

Josh - Another way to look at this is , Its the 0.00001 % which are frustrated "to the point " where they bother to open the account on the Best buy community and voice there opinion , there is still a ton of them who are equally dissatisfied or even more but could care less about best buy and posting something . See what I mean .

[leo730]

I could argue that the Internet in whole has thousands of complaints about Best Buy and several of their stores.  I could also argue that most fall within fairly recent time-frames.  Then there is the argument that a vast majority of dissatisfied customers don't even bother complaining and simply walk into another store or log into another site to make their purchases.  As RJ stated, those of us that do bother to complain and post are ones that have been dissappointed enough to do so.  I do agree that there are a lot more satisfied customers out there.  That is common sense.  Best Buy sells so many smaller products.  Products that that fall in a broad range of budgets.  Not all of your customers are dropping $500+ on products.  I don't know your business inside and out, but I am willing to bet that there are far more people buying music, video games, software, movies, headphones, computer parts, etc...  Items which, even if the customer disliked the service, aren't worth enough to compell them to discontinue doing business with BB.

You see, I work for an internet retailer that owns several brick-and-mortar stores.  I'll tell you first hand that we don't even like to see small complaints, but we understand that they are going to happen no matter if it is our fault or not.  What bothers us is customers who are genuinely mad about a service or product that we genuinely failed to deliver as promised.  Basically, we try our very best to refrain from making HUGE mistakes.  And when we do, we don't question the consumer's validity.  We go out of our way to correct the mistake.

BB's Southfield, MI location employees were down right rude, unhelpful, and condescending.  I've had ignorant robitic replies from BB's online customer service.  Unacceptable for a business of any stature.  I will show you proof of just how many times I have typed out my complaints.  I have it all saved in my email.  It's been several days and still nothing is being done about it.  Best Buy's apologies have lost their meaning somewhere between responses 1 - 5.

[SlimJim77]

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leo730 wrote:

Best Buy truly is going down hill.  I miss the Best Buy from the old days.  Before Geek Squad, before Blu-Rays, before DVDs, before CDs.  Where is the Best Buy with the VHS and Cassette tapes? 

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Progress sucks! Me thinks there ain't much that will please those that live this far in gadget history.

[leo730]

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SlimJim77 wrote:

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leo730 wrote:

Best Buy truly is going down hill.  I miss the Best Buy from the old days.  Before Geek Squad, before Blu-Rays, before DVDs, before CDs.  Where is the Best Buy with the VHS and Cassette tapes? 

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Progress sucks! Me thinks there ain't much that will please those that live this far in gadget history.

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I love how you laugh at me all the while I'm laughing at how much you misunderstood my comment.

The underlying meaning behind my remark was that Best Buy used to have almost perfect customer service in those days.  The days before it became a bloated and massive super store.  Of course I don't own any of those old gadgets.

Another "valued contributor" in these forums that misses the bigger picture in defense of their precious Best Buy.  The world knows Best Buy never makes any mistakes that they don't own up to. <---that last one was called SARCASM in case you missed that too.

[starhelper2587]

The titles under people's names like "new member, emerging expert, valued contributer, trusted contributer," etc. are simply based on post count, kudos, solutions authored, etc.  Corp doesn't control them and they really don't mean anything or indicate that those with those titles are employees or anything like that.

[leo730]

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starhelper2587 wrote:

The titles under people's names like "new member, emerging expert, valued contributer, trusted contributer," etc. are simply based on post count, kudos, solutions authored, etc.  Corp doesn't control them and they really don't mean anything or indicate that those with those titles are employees or anything like that.

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I'm fully aware of how forums function.  With that said, I still mean every word I said.