Best Buy & Geek Squad Policies

[usmaak]

I have been a loyal Best Buy shopper for as far back as I can remember.  I bought my first computer from them back in 1994.  I've bought tvs, computers, iPads, iPods, cameras, sound systems, speakers, remot controls, software, etc...  Everything electronic that you can imagine has been bought from BB by me over the years.  I spend thousands of dollars each year.  I have had a silver Best Buy card ever since they came out with it.  While many people are turning more and more to online retailers, I still shop at Best Buy because I want to support one of the remaining big box chains.  I don't want them to go the way of Circuit City.

Last Saturday, I bought a new iPad (64GB WiFi Only) from the Best Buy in Orland Park, IL.  Tonight I went to the Best Buy in Tinley Park, IL, because I was having problems with the iPad screen.  It has pink blotches on it, and the WiFi is not working well.  I did not want to return it.  Instead, I wanted to exchange it for another one that they had in stock.  It was an even exchange.  After explaining to the clerk behind the return counter what was happening, she looked at me rather dubiously, and proceeded to try and reproduce the issue.  Of course I am not going to return an iPad with any of my information on it.  I wiped it before I brought it back.  She spent about ten minutes trying to plug it into a computer and connect it to iTunes, so that she could bring up the browser and see what I was seeing.  She finally gave up and got one of the kids out back to bring up a new one.  I gave her my receipt, and she asked to see my ID.  Unfortunately, I left my wallet at home, and didn't have my ID with me.  At that point, she refused to make the exchange, put the iPad and cable back in the box, and just walked away.  Like she couldn't be bothered to discuss the issue with me any longer. 

Although I am familiar with the new policy about requiring an ID, I don't understand it.  I was not trying to return the item.  It was a defective item and I was only wanting to exchange it for one that was working.  But even if I was just planning on returning the item, it is a DEFECTIVE item.  There should be no stigma attached for returning something that is clearly defective.  I drove the 20 minutes to the store to exchange an item, and because I accidentally forgot to put my wallet in my back pocket on the way out the door, I drove the 20 minutes back to my house with the same defective product, and now have to repeat the whole process again tomorrow.  Only this time, I will be returning it for a refund, and will buy it at the Apple store instead.

Unfortunately customer service at the local Best Buy stores around me has been hit or miss at best.  I can't walk through the store without being accosted by five different sales people asking me if I need help.  And I can't buy anything without them attempting to hard sell me a warranty on it.  And the same goes with the people behind the customer service counter.  Some of them are very polite and helpful, and some are downright rude and condescending.  This is just another case of a choice made by the person behind the counter.  They could have gone the extra mile to take care of a loyal, silver card Best Buy shopper, or they could treat me like a possible criminal who is just trying to "rent" an iPad for the week.  Unfortunately they chose the latter course of action.

[DanK Best Buy Employee]

It's unfortunate you didn't have a good experience when attempting to exchange your iPad, however it was not a case of a choice made by the person behind the counter - the employee was following policy as they should have. They do have to confirm that the item is defective before exchanging it for the same product, as they'll be taking a loss on the item. As for the ID requirement, it is stated on your receipt that it will be required for any returns or exchanges, and is a necessary step in this age to reduce fraudulent or excessive returns. Many retailers of electronics are now following this practice. Also, driving without a license is a criminal misdemeanor in Illinois, so I wouldn't recommend bragging about this.

[Jennett]

I was with Dan 100% regarding his reply until the one what snarky comment about driving without id. That was unnecessary and completely indicative of the customer service issue BB is providing. Beautiful example, Dan, of the attitude your customers are facing.

[usmaak]

Thanks.  The forgetting of the license was a mistake.  I just got done with a run and forgot to put my wallet in my pants pocket before leaving for the store.  I don't normally drive without my license.  I don't like to be one of those customers who walks in five minutes before the store closes.  I don't normally drive without my license. 

My gripe with the clerk is with the disdainful and disinterested approach she took with the task.  She spent ten minutes trying to check the iPad and in the end, she was unable to because she didn't know enough about it to go through iTunes and get it to a state in which she could check it.  When I could not produce  my ID, she just put the cord back in the box and walked away.  Basically I was just one more person she did not want to help, and one more obstacle to her leaving BB to get on with her Saturday night.

My gripe with the policy is that it is ridiculous and unnecessarily restrictive to require an ID for me to return something for which I had the receipt.  I wasn't even trying to return it, I was trying to exchange it for another one that didn't have the problem.  Best Buy would have still gotten its money.  They just would have had to return a defective item.  Good customer service would have been going to get a manager to see if the "policy" could be overridden in this instance.  I was obviously not trying to return a "I think I'll just give it a try" iPad.  As the serial number of the iPad matched the box and the receipt, I was obviously not trying to exchange a stolen iPad. 

[usmaak]

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Jennett wrote:
I was with Dan 100% regarding his reply until the one what snarky comment about driving without id. That was unnecessary and completely indicative of the customer service issue BB is providing. Beautiful example, Dan, of the attitude your customers are facing.

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Thanks for the response.  Unfortunately the internet is full of people with snarky comments.  It's easier to be snarky than it is to be helpful.

[Area51Kev Regular Contributor]

Another issue common to the internet is people misunderstanding the intent of what someone writes. I believe it's due to not being able to hear the tone used or see the writer's facial expressions. Emoticons help in that regard, but I often see people take offense at things that were not intended to be offensive. 

As a "regular" on this forum for just over a year, I can assure you that Dan is often very helpful and not given to snark. If you had been pulled over for some reason on the way to the store, at least in Iowa where I'm familiar with traffic laws, the officer can request your driver's license, vehicle registration, and proof of insurance. I would just take what Dan said as another reason it would have been a good idea to have your license with you. I understand you simply forgot it that day, and that happens.

Btw, I have mixed emotions about Best Buy's return policy. I can understand the need for it, but sometimes it appears to cause customer relation issues that Best Buy probably doesn't need at this point. I've been fortunate with most products I've bought from Best Buy and not found it necessary to make many returns. Besides, I never leave home without making sure that I have my keys, wallet, etc.   Good luck.  

[usmaak]

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Area51Kev wrote:

Another issue common to the internet is people misunderstanding the intent of what someone writes. I believe it's due to not being able to hear the tone used or see the writer's facial expressions. Emoticons help in that regard, but I often see people take offense at things that were not intended to be offensive. 

As a "regular" on this forum for just over a year, I can assure you that Dan is often very helpful and not given to snark. If you had been pulled over for some reason on the way to the store, at least in Iowa where I'm familiar with traffic laws, the officer can request your driver's license, vehicle registration, and proof of insurance. I would just take what Dan said as another reason it would have been a good idea to have your license with you. I understand you simply forgot it that day, and that happens.

Btw, I have mixed emotions about Best Buy's return policy. I can understand the need for it, but sometimes it appears to cause customer relation issues that Best Buy probably doesn't need at this point. I've been fortunate with most products I've bought from Best Buy and not found it necessary to make many returns. Besides, I never leave home without making sure that I have my keys, wallet, etc.   Good luck.  

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While I recognize that what you say is true in general, do you really believe that "also, driving without a license is a criminal misdemeanor in Illinois, so I wouldn't recommend bragging about this" was meant to be anything other than a condescending and meaningless attack?  Did I appear to be bragging about forgetting my license in my original post?  I'm sorry if I took that the wrong way.  But I really think that I took it in exactly the manner that it was meant to be taken.  As someone who is defending their company's questionabl policy by responding with a useless attack on the individual posting.

And for the record, most of the products I've bought at BB have been fine.  Like I said, I have a long record of purchases at BB, and if everything that I bought wasn't functional, I would have ended my relationship with them a long time ago.  And I recognize that it is not BB's fault when I purchase something that is defective.  They don't make the products that I buy.

But then this thread was never about the stuff that I bought.  And I can understand tracking customer returns, though I'm not really a fan of having my information in yet another third party database.  Return policies are a risk for a company, because they can be abused.  But this was an exchange.  I just want a functional iPad with a minimum amount of fuss.

[SlimJim77]

I just don't think the whole I.D for returns policy is even helping BBY reduce returns. People already know the game and how to circumvent it.

As for driving without having your physical license in hand. No big deal. You'll be cited. You'll go to court with your license. Case closed. The police can verify the status of your license anyway, and probably not even cite you.

[Ryan-BBY Senior Social Media Specialist]

Hello usmaak -

Justin from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Justin-BBY Community Connector]

Hello usmaak, 

I'm very sorry if you were given unprofessional and rude treatment while trying to return/exchange your iPad in-store at our Tinley Park, IL store location. After spending so much money on this iPad, I agree that you'd expect that it should work without fail and it's very disappointing that you were not able to get this resolved in one trip. 

It's true that returns/exchanges require a valid photo ID and although the store followed policy, if what you described is the case, then it certainly could have been handled better. I see that you were able to get your iPad exchanged, but I'll pass this issue onward to the upper store management, so they can internally address this situation. 

Thanks for bringing this to our attention!