Best Buy & Geek Squad Policies

[elliefine]

Today, I had to do business at a different Best Buy store than usual since they were the only one with a remaining model of my defective TV which I bought new just a week ago. Two employees at this other store (ocoee, FL) were extremely rude. First on the phone, "Donna" informed me with a rude tone that the people at my wonderful store (East Colonial, Orlando FL) were incorrect to tell me that I could bring my defective TV to any Best Buy for exchange (which she commented, very unprofessionally, that ‘it figures’, that East Colonial would say that I could).  Now, I know from all my wonderful experiences with Best Buy that Donna was wrong, so I asked her to check with her manager "Henry" who told her (also incorrectly) that I had to bring it to my original store (East Colonial), have them check out the TV to be sure it was defective, leave it there, and then drive to his store (Ocoee) for the exchange. 

When I called East Colonial they of course said that Ocoee was incorrect and that I could just drive right to Ocoee and do the exchange with them (which would have saved me an extra hour of driving time and extra money for gas). But they could not guarantee that once I was at the Ocoee store that the manager would do the right thing. The manager from East Colonial supposedly sent the Ocoee manager an email about it, but I decided to just go out of my way and hopefully avoid any more problems and just go to East Colonial, have them check out the defect, and then drive to Ocoee ... which I did. Of course East Colonial was WONDERFUL (as always) and felt bad that I was having to spend all this extra time but understood my decision to just go along with the incorrect manager at Ocoee.

So, on to the HORROR of the Ocoee store. First off, no one said hello like we were accustomed to at every other Best Buy we have ever been to. Next, I found the woman I talked to on the phone “Donna” and she was talking, rudely, on the phone with another customer. She huffed and huffed and rolled her eyes while on the phone and continued this way as she attempted to take care of me, while answering the phone, in between helping more people in line, and answering the phone again. It seemed only one of the three computers at the customer service area worked and the three employees kept having to wait to use the one computer. So, obviously, this all took some time. Meanwhile, the TV arrived at the Front of the store and when I finally got my paperwork, the employee in charge, “Linda” promptly announced to me, “This TV won’t fit in your car. You’ll have to sign a waiver.” I told her that it fits, that I brought the first identical TV home in my car and brought it back to East Colonial in my car and that I will not sign a waiver, that I have had it, and don’t talk to me, and I’m putting it in my car. She rudely took offense at my tone and language (which I admit wasn’t very nice) which was very unprofessional of her. Just then, a wonderful employee, “Mark,” stepped in and began helping me push the TV out the door, telling me that he will have a talk with Linda and agreed completely that our experience was not as it should have been. Mark was a light in the darkness.

That’s it. I just had to report this and I hope that this letter gets to the right people who can help turn this store around. I am shocked that there could be such a poorly run Best Buy and I’m sure people “higher up the ladder” in the Corporation appreciates that I took the time to report this unfortunate experience.

[Justin-BBY Community Connector]

Hi elliefine, 

Welcome to the forums!

The whole TV return debacle that you described is very disturbing, and I'm very sorry that this ever took place.

We very much thank you for letting us know about this experience and I have no idea why you had to spend so much time to complete this transaction. As you know, we do not condone such rude and unprofessional behavior. We do our best to assist you, our customer, and I'll be passing this onward to the upper levels of our Ocoee, FL store management to be handled accordingly. If there's anything else you would like to add, you may do so by replying here or sending me a private message. 

Sincerely, 

[usndoc]

I laugh everytime I read how these complaints will be "passed up to the ____fill in the blank store management."  What a policy- Just report it to the store manager of a place that may have a systemic problem of which he/she may be well aware of or even implicit in.  I wonder how much truly can/will be fixed when you only do it this way.  Why don't these responses say that they will report to a division manager or even to someone with higher responsibility in customer service corporate???  One wonders, but one should demand this.

[SlimJim77]

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usndoc wrote:

I laugh everytime I read how these complaints will be "passed up to the ____fill in the blank store management."  What a policy- Just report it to the store manager of a place that may have a systemic problem of which he/she may be well aware of or even implicit in.  I wonder how much truly can/will be fixed when you only do it this way.  Why don't these responses say that they will report to a division manager or even to someone with higher responsibility in customer service corporate???  One wonders, but one should demand this.

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Glad you can find some entertainment in these forums. I too laugh, but it's mainly at your predicable response to any help a forum moderator offers.

It should be obvious that such complaints reach district staff and well as store management, but more importantly, internal counseling procedures are really non of your business.

[Jimmienomam]

Usn I know it may look like just a passoff, but there is only so much that the mods here can do.

I have had personal experience where my info has "been passed to X" and received calls from both store manager and district manager. I am not saying this always happens or when you see it is being passed off that that is the best solution, but it does go up the chain some.

I have also seen others post similar situations where corporate contacted them.

I'm not trying to just say you are wrong, but wanted to share my personal experience with getting an issue resolved and how it worked when it was passed along.

[usndoc]

I could care less about your NON of my business internal policies, but I hope sometime in the future a disgruntled employee might put em on wikileaks

It is not OBVIOUS these are transmitted higher- If that were the case then it would be stated by the mods. 

[Jimmienomam]

Sorry, my point wasn't just to show that they were transmitted, but that actions have been taken.

Which is a huge difference.

I took your post when you said "laughable" as you thought it was just a pass the buck type situation. If I was wrong in that assumption I appologize.

[ncoclub]

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SlimJim77 wrote:

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usndoc wrote:

I laugh everytime I read how these complaints will be "passed up to the ____fill in the blank store management."  What a policy- Just report it to the store manager of a place that may have a systemic problem of which he/she may be well aware of or even implicit in.  I wonder how much truly can/will be fixed when you only do it this way.  Why don't these responses say that they will report to a division manager or even to someone with higher responsibility in customer service corporate???  One wonders, but one should demand this.

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Glad you can find some entertainment in these forums. I too laugh, but it's mainly at your predicable response to any help a forum moderator offers.

It should be obvious that such complaints reach district staff and well as store management, but more importantly, internal counseling procedures are really non of your business.

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It is obvious to me that the poster made you angry but making statements like "internal counseling procedures are really non of your business" is unprofessional and childless. You as a BBY employee must take the higher ground here. As a representative of BBY you should be statting facts to solve issues, not voicing your personal opinion of wether or not anything is anyones business or not. Good way for you to throw gas on a fire. You must be taking lessons from Mbrguy.

[Ash_187]

Actually ncoclub, SlimJim77 is not a 'representative of BBY' on this forum. Only Community Connectors that actually have 'BBY' next to their names officially represent Best Buy.

All other users, whether a customer, visitor, or employee who posts on their own time, are simply users participating in a public forum and thus have every right to 'voicing their personal opinion'.

As you implied though, users should treat each other with respect and and not make any kind of inflammatory posts towards others.

[ncoclub]

While what you say Ash may be true if I was new to this forum and saw the logo posted with slim jim and the statement under neeth (I am an employee of BBY) I would assume he does represent the company.