Best Buy & Geek Squad Policies

[bulliedbybb]

After spending almost 2 months trying to get a laptop repaired by the Geek Squad under the service plan, the store manager agreed to replace the laptop. When I am in the store thinking I am going to get the laptop replaced, the manager wanders off then comes back with a laptop box on his shoulder. I stated that I did not want that brand. I then asked what the specifications were on the laptop. He held it over my head so that only he could see the sticker and then in a very condesending manner explained to me what a GB is. He said that "people like you think you know all about computers" and that he was making the decisions now. He was holding the boxed laptop on his shoulder the whole time. I thought he was going to throw it at me. I am a small older woman who teaches college computer applications classes and works with Internet applications for a major corporation. I know what a GB is! It is bad enough that the remarks were made in a condesending manner, but then to feel physically uncomfortable was way too much. I immediately called corporate and they acted liked they cared. I FedExed the laptop to them and have not heard anything. I have already looked into our state attorney general's consumer protection complaint program since I have no confidence in their corporate offices.

The manager had also told me the laptop problem was the electricity in my house.

Prior to these remarks by the manager, the Geek Squad was not consistent at all in their communication. It appears that they have a process that uses barcoding, but they are not using it. Their agents fabricate notification stories to tell the customer yet do not document anything.


I refuse to put up with incompetence and macho behavior. And isn't the manager violating safety lifting standards by placing a laptop box on one shoulder?

[Matthew-GS Retired: Community Advocate]

Welcome, bulliedbybb.

This certainly sounds frustrating and I understand the situation has changed through a resolution at corporate since your last posting.  Please contact me in a private message (click on my name, select “Send this user a private message” on the next screen) should you need further assistance.

[justathought]

How horrible! I have had similar experiences with BBuy associates who thought I didn't know what I was doing. It reminds me of when I was trying to purchase a car audio system and all the customer service guys basically ignored me. I came back later with my husband and we were immediately approached. I hope that fellow was coached over that or fired.

[bulliedbybb]

There is no solution to this.  Matthew-GS of this forum replied and said it was being handled at corporate.  I left three voicemails and sent three emails to the " executive resolver" over the course of 5 days with no reply.  I called and asked the status of my refund.  Finally they get the original "resolver" and he tells me the request is in Accounting and to expect a refund in 7-10 days.  Well..it has been 7 business days and no refund.  No one has offered to call accounting and see what the status is.  For these kinds of operational processes (including Geek Squad repair) Best Buy should be ashamed that they are not using some kind of process improvement methodology to track issues.  But of course they cannot even use a telephone.

Since the 7 days have passed, I am thinking of writing a letter to the only female Best Buy board member at her place of business and let her know what kind of incompetence is going on  with resolution and let her read about the macho management.

A polite well-written letter gets you nowhere at Best Buy.  Maybe their board members feel differently in this new era of focus on corporate accountability.

I challenge Best Buy to respond to this post with an offer to follow up with "Accounting" and ask if forum members have thoughts about this idea.

Thanks.

[dhender02]

Hate to hear about the problems you're having with BB... unfortunately, this is not uncommon.....

Just make a vow to never shop their again, like I and others have made.....  The next purchase I make from them will be at their going out of business liquidation sale...

[maverick]

It is amazing all the issues Best Buy creates! If they spent more time addressing some of their crap processes and LISTENED to the customers for change, they could sell tons more stuff based on positive feedback...

That being said my friends, those of us that have been bitten and finally realize it hurts, have now became X-Best Buy Customers..

To resolve current issues, stop dealing with BB,

• File a complaint with your Better Business Bureau
• Contact the Attorney General Office in your state
• Contact a local TV Station that offers Consumer Assistance..Best Buy Loves Free Publicity!!

Good Luck!

[mpaubel]

I am with you Maverick

[mpaubel]

Bullied presents some interesting points, first of all she mentioned corporate accountability and the lack of phone experience on the customer service representatives. Did you know that Best Buy does not trust their employees with the capability of making outside calls nor do they allow them access to much of a customers purchase process. This information was relayed to me by several account reps, one of which told me she would never buy from Best Buy. You see Bully, these are no macho tactics but basic avoidance tactics. In order to resolve most issues you need to speak to someone who has the authority to speak about the accounts. The very fact that Best Buy management does not permit their agents to have outside line capabilities nor the ability to full research a claim makes them powerless to do anything for the customer. This is exactly what Best Buy wants. So I say this. There is really no sense in dealing with Best Buy' service reps over complaints since they are powerless to handle complicated ones, and since it is by design they are powerless, the corporate offices, who do the designing aren't going to listen either. The best option is #1 to buy somewhere else and avoid them and #2 to fight it through the State A.G.'s office. you can also file complaints with the companies who make the merchandise they sell. They do not want their product affiliated with this sort of slip shod company. Hope this helps. Lord knows you wont get help from Best Buy.

[bulliedbybb]

Thanks to mpaubel for confirming what I suspected.  Executive Resolutions acts so caring by giving you their direct email and phone number.  If you send email to your caseworker with a return receipt, you get a message that the email system does not accept receipts.  And obviously leaving a message is a waste of time.

How can a company be responsible to its shareholders by creating these horrendous customer service situations?  We know that they have a cost calculated for each one of these posts. 

Per the bestbuyinc website under "Investor Relations", there is a process for communicating with the Board.  Well, we all know that there is a "process" that the Geek Squad is supposed to follow and their lack of following it seems to account for a number of posts. 

Today represents the 7th business day of my refund request being in the Accounting Department.  No one will bother to ask accounting the status of the claim.  If it is in Accounting after being told by a Best Buy employee to ship the laptop at my expense across state lines, it opens up a whole new issue beyond customer service.  The promise is 10 business days in Accounting.  If I do not have the money in hand on that day, I am going to the state attorney general's office and the corporate counsel for Best Buy.  His office will have to read the letter and by just reading the letter it costs the company more money than posting here.

My case number is 55050290 if anybody at Best Buy cares.

[Matthew-GS Retired: Community Advocate]

Hello again, bulliedbybb.

You can bet we care! It is easy to understand the very existence of this forum shows that we care enough to reach out to customers and work on a resolution. It has added one more venue for customer communication. Your issue became complex when you chose to use multiple-channels for resolution (phone, email, forums). I appreciate your patience while we process resolutions in the order they are received. I am truly sorry if you feel that a resolution is not fast enough or if you are unhappy with estimated times for completion. Just know that it is in everyone's best interest to make any resolution timely. There are no diversionary or "avoidance tactics." In fact the screen shows us if the refund is pending or completed. There would be intolerable refund delays if every customer service agent was to call Accounting each time a customer requested to know how many other requests are pending before their check is mailed. If we need further information from you, we certainly have the means to contact you and will if warranted. Should you need further assistance after the estimated time for resolution, I encourage you re-contact me through private messages. Thank you for your continued patience.