Best Buy & Geek Squad Policies

[larrytricia]

It seems that the only people that comment on situations are the unhappy ones.  I have meant to post a comment for a few weeks now, but have just made it.

I have never had such an amazing experience with a retail store as I did a few weeks ago. 

I was very unhappy with a situation regarding a computer battery that had to be replaced and was mailed to me.  When it arrived, it was the wrong battery.  I had moved since the battery was shipped and to a tiny area where we don't even get mail.  Best Buy kept insisting that I would have to mail the battery back and they would mail me a new one after that. 

During this time, my computer began to malfunction and I needed to send it in for warrenty work.  I went on a mini-vacation back to my old home and went to the local Best Buy in Oklahoma City with the computer.  Without all of the crazy details here, I explained everything to the Geek Squad person and asked if there was anything that could be done.   He asked the manager and said that the store should be able to complete the transaction there and I could have someone come pick it up for me and hold it until our next trip back (we return on the holidays to check on family).  He called BestBuy and began the process and was told there was no way this could happen.  They insisted that I had to get an email with a mailing slip, mail it in, and have it mailed directly to me.  Well, after an hour of this back and forth my guy put the manager on the phone. 

This is where I found REAL TRUE customer service.  The manager spoke very nicely and explained the situation again and repeatedly told the person on the other end of the phone that they had sent me the wrong battery and should fix this problem.  Finally his patience had worn out and he seriously state "We have done this customer wrong by sending her a new battery and now we are demanding she jump through hopes to get this fixed.  This is not the Best Buy I work for" and asked to speak with a supervisor.  This situation took 2 hours to resolve, but this manager made sure that when I left that store he was ready to send my computer and battery in and would have it back in the store after all was completed.

He did just what he said and I now have a working computer and replaced battery.  I have never watched an employee stand up to his own employer to say that he was going to make a situation right for his customer one way or another.

Thank you to those customer service representatives that will go that extra mile to do what it right.  When big businesses finally realize that THIS is the way to keep customers, our greedy world will begin to function as it should.

Thanks Best Buy for starting this process back to true customer service!   Please now that these workers are your first and last line to repeat customers.

Tricia

[Area51Kev Regular Contributor]

Tricia: Thanks for sharing that. I'm glad you talked to a manager who obviously takes customer service very seriously. I just love a happy ending.  

[Allan-BBY Community Connector]

Hi larrytricia,

After hearing about all the problems you had getting your computer fixed, and a new battery for this unit, I can certainly understand you being upset with us on this. I was glad to hear that due to the persistence of this manager you ended up getting this taken care of. I wish you the very best, and a very happy holiday!

Thanks for posting,