Best Buy & Geek Squad Policies

[JoanneP]

Hi all,

I was visiting NYC from Ireland last week and was asked by my brother to visit a Best Buy store and purchase him a new laptop. I chose the store on 5th avenue and am sorry to say that I couldn't be any less impressed with the level of customer service that I received.
Myself and my husband entered the store early last Saturday afternoon and found it to be quite busy, which is understandable for it's location and the fact that it was the weekend. I looked around for the particular laptop and couldn't not find it so waited for assistance. Nobody approached us and after several minutes I asked one of the employees who did not appear to be with anyone if he could help us. He mumbled something and walked past us. A few minutes later, someone else approached the same employee and he helped him instantly while we were standing there watching. How rude and unprofessional.
Eventually we were approached by another member of staff called Ruben. I gave him the model number for the laptop I was looking for and it retrieved it from the storeroom. He seemed to be going through the paces and was in no way friendly. This surprised me as I always found customer service to be fantastic in the USA, with staff often going above and beyond to help. When we were done with the laptop, I told him that I was interested in buying an iPad 2 for myself. I told him that I wanted a 16gb black model and he said that was no problem. I also wished to purchase a case for the iPod and a transparent cover for the front to protect from finger prints. He pointed me in the direction of these and when I had chosen the ones I wanted, I asked if the store would be able to apply the protective cover as I had one previously for my iPhone that I found difficult to apply without ending up with unsightly air bubbles. He said that this could be done, but for a charge. This stunned me. I was spending over $1,100 in the store and they couldn't even apply the cover for me. I pointed this out and he laughed and said that they couldn't do it for free and that he didn't even know how to do it himself. Lovely!

He gave us our order form and told us to stand in line to pay. There was one cashier working with a large line building and
it was at least 10 minutes before another till was opened to get things moving. I noticed while we standing there that Ruben had written white on the order form instead of black, which I had requested. I pointed this out to the cashier who said that they didn't stock it in black. I asked why Ruben hadn't bothered to tell me that when I brought it up and the cashier didn't seem to have an answer. I took the white version in frustration and left after spending a total of $1,143.15.
When we got back to the hotel, I attempted to apply the protective cover following the instructions carefully. As I anticipated, it didn't work, got stuck to itself and had to be thrown away. Waste of $30.
Overall, I found my experience at Best Buy to be extremely disappointing. The store was understaffed, the staff were rude, unhelpful and uninterested and misinformed me. The charge on the application of the iPad covers is scandalous. If you spend a certain amount, this facility should be offered free of charge. I visit the USA regularly as my husband is an American citizen. I will not be returning to Best Buy, in fact I shall be telling my friends, family and colleagues to avoid it at costs. So disappointed.

[Mbrguy Emerging Expert]

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JoanneP wrote:
I asked if the store would be able to apply the protective cover as I had one previously for my iPhone that I found difficult to apply without ending up with unsightly air bubbles. He said that this could be done, but for a charge. This stunned me.

When we got back to the hotel, I attempted to apply the protective cover following the instructions carefully. As I anticipated, it didn't work, got stuck to itself and had to be thrown away. Waste of $30.

Overall, I found my experience at Best Buy to be extremely disappointing.  The charge on the application of the iPad covers is scandalous. If you spend a certain amount, this facility should be offered free of charge.

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I would have thought that after failing at installing the invisible shield yourself, you would have seen that the charge to have Geek Squad install it is valuable, not scandalous.  Geek Squad charges for these installs, because they don't work for free, but when you pay to have it installed, you are ensured that it's done correctly and that you don't waste the $30 you spent.

 One thing I try to remind people is that Geek Squad is not Best Buy's free support service.  Geek Squad provides paid services to those who need/want it.  When I purchased some new tires at the tire shop down the road, I also had to pay for the install of those tires.  It's just the way things are.

As for the other parts of your complaint, a Community Connector should be on within a few business days to look further into this for you.

[JoanneP]

I would hardly equate an iPad cover with a set of tires. Someone who is trained to do it should be able to do it in a couple of minutes. It would be a nice gesture of customer service and goodwill to offer a service like that, particularly, as I noted above, if the customer has spent a certain amount in store... despite their appalling service. I don't expect them to do it free of charge for people who walk in off the streets with their iPads. But they should be looking after those who've chosen to shop there.

[Mbrguy Emerging Expert]

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JoanneP wrote:
Someone who is trained to do it should be able to do it in a couple of minutes. It would be a nice gesture of customer service and goodwill to offer a service like that, particularly, as I noted above, if the customer has spent a certain amount in store... despite their appalling service. I don't expect them to do it free of charge for people who walk in off the streets with their iPads. But they should be looking after those who've chosen to shop there.

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I understand the notion of wanting something for free because you spent X amount of money, but of course, you could say that with about any of the Geek Squad services and if that were to happen, when the smoke clears, Geek Squad wouldn't exist since they wouldn't be making any revenue.  You want someone who is trained to install it, but don't want to pay for that?  Unfortunately, Geek Squad is a business and they charge for their expertise and for the work they do.

[JoanneP]

I apologise for my ignorance, but what is Geek Squad?

[Mbrguy Emerging Expert]

Geek Squad is the services portion of Best Buy.  They provide computer and electronics repair, invisible shield installs, technical support services, etc.  They are the peole in the white shirts with the clip on black ties.

[Mbrguy Emerging Expert]

[JoanneP]

I didnt know they existed, there was no mention of them by the guys who I dealt with. But thanks for the info.

[Allan-BBY Community Connector · Accepted solution]

Hi JoanneP,

I can promise you that this is not the type of customer service we strive to provide our customer, and I can certainly apologize for the service you received from this store. I can also admit that it is concerning that because of this one experience at this specific store you will no longer shop with us, and that this will cause you to advise others to avoid being patrons of our stores.

I have emailed the management of this store with an account of your experience, and I have linked them to your post here (in order to give them the most direct account of this). I would expect that they will do what is appropriate to make sure this isn’t the experience of future customer of their store.

Thanks for posting,

[Apathy]

JoanneP,

I also had a similar bad experience with a retailer, although it was not a Best Buy. 

I went into this establishment and purchased some oil for my car.  First of all they were very busy as it was a weekend and I had to wait to be helped.  I couldn't believe I actually had to wait for other customers who were ahead of me to be taken care of before I was.  After I was assisted by a less than enthusiastic clerk with picking out the correct type of oil for my vechicle, I informed him that I didn't have the experience or skill when it came to changing my oil.

Because I bought my oil there, I assumed it was only fair that they should change my oil for free.  Why should I pay someone for their professional knowledge and abilities, it only makes sense that they should have given their time away for free.  Scandalous!

Sure enough, when I went to change my oil I spilled it everywhere and made a mess.  What a waste of money, that could have been avoided if they would have just given away their knowledge and time for free!  So I as well will tell all my friends to never shop at this location.  Busy on a Saturday, waiting to be helped, and no free services.  How do they even stay in business?