Best Buy & Geek Squad Policies

[charmstr5]

I can never get anyone to answer the phone at the local store. I have called many times and let it ring, ring and ring.

I called the number on the back of the receipt and got confused even more. They said that most likely I wouldnt be charged a fee but didnt clarify for what.

I want to know if you are still charged a restocking fee for a laptop that the store opened to install an optimizer? I only received this thing four days ago and never once opened it myself. I do know I am out the money for the optimizer which is okay.

Does anyone really know or is every number/person you talk to have different answers?Another question, why would you be charged the restocking fee on the taxes for that item as well? They arent restocking the taxes.

[notbbfan]

From experience with other stores, there should be no restocking fee! Call the Better Business Bureau- force Best Buy to stop these riduculous charges and bad service

[Dorothy-BBY Community Supervisor]

Hey charmstr5,

I know how frustrating it can be to want a simple answer and have trouble getting it!  Perhaps I can shed a bit of light on the situation. In the event of a laptop return or exchange, a restocking fee would NOT apply if the store performed any Geek Squad® services on the unit prior to you obtaining possession of the laptop.  This includes the installation of additional software or optimization. As far as the restocking fee including tax, I am unclear on your question, but in my experience restocking fees are based on the subtotal before tax, not the total including tax.

As far as the store not answering the telephones, I would like to sincerely apologize to you concerning this. As a company, we have recognized the need to have a dedicated person in each store to answer our phones.  In most locations, there is a store operator who generally is always there to answer phones, field calls and answer basic questions about our stores and products.  We have recently seen an increase in the amount of customers who phone in advance to determine if an item is in stock or ask questions, rather than just stopping by; most likely due to elevated gas prices.  We appreciate customers like you who bring this to our attention so we can make sure every customer is being helped, over the phone or in the store.   I am sending you a personal message so I can gather further information and pass this along to the store.

I hope some of this helps to answer your questions!