Best Buy & Geek Squad Policies

[Starflyer59]

Hey jamie

That is why consumers need to research the items they are buying so they can be better equipped when they walk into any retail store. LIke the old saying goes "knowledge is power". If you know everything about the product you are buying then you will know when someone is not telling you the truth.

[ExBBCustomer35]

SlimJim77

"Yes, indeed, we have shown the website to be in error. This is actually pretty common. With so many products, with so many features, it's totally understandable.

The OP didn't have to pay a restock, yet he no longer wants to shop at BB. Why? Because of a simple mistake.

Nobody's perfect. Let's just keep all of these "issues" into perspective."

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If it was just the mistake of their website then I would have no problem shopping at Best Buy again, that is if they had accepted my return without the harrassment. While returning the camcorder, as I was begining to get hassled, I was telling them I planned on buying the Panasonic camcorder there when it came out anyway. This obviously changed by the end of it all.

It is not the mistake that has driven me away, did you even read my first post or are you just on here to blindly defend Best Buy?

The way they treated me, not like a customer, but like a con artist trying to trick my way into not paying a restocking fee for an item I bought under false pretenses. That is what is upsetting me.

Please read my entire post before you jump to false conclusions.

Matt

[ExBBCustomer35]

SlimJim77,

Since you decided to delete your last post that I responded to, which deleted my reply as well, then let me just copy what it is you said here so I can respond to it again...

So here below is what I took, word for word, from a few Google searches I made that showed the cached page that you deleted. If you want to check that this is correct just search google - SlimJim77 "You were not hassled, sir." - and you can see what you typed yesterday, if it is still there.

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SlimJim77. You were not hassled, sir. And as far as "false conclusions" are concerned...everyone else in this same situation would have paid a restocking fee. I suppose we can 'conclude' that you are special. Regards.

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 "You were not hassled, sir." Now this is just one of the most ignorant comments you have made thus far on this thread. I would really like to know what you define as harrassment/hassle when it comes to they way employees treat customers making a return. If what I experienced is not considered harrasssment/hassle, according to you, then every other store I have ever been in has treated me like a king. It was a hassle to me how they treated me, do not come on here and tell me otherwise unless you are going to explain yourself.

 You said "everyone else in this same situation would have paid a restocking fee." which is the main reason what I went through is so messed up. If a customer wants to return an item because it does not have a feature Best Buy said it would, there should never be a restocking fee. What I went through would never have happened if Best Buy had just accepted that it was their fault. Instead they already had it set in their minds that I was trying to cheat them into getting my money back, even though I had told them I was going to buy a different camcorder at the same store when it they had it...

 "I suppose we can 'conclude' that you are special." Wrong again. I was just a regular customer, trying to make a return at Best Buy and looking forward to my future purchase from there. All I wanted is what every customer deserves, which is respect and dignity. By not treating customers with either Best Buy only hurts themselves by driving the customers, and the future purchases they would make, away. 

So if you would like to respond to this SlimJim77, then please inform me your definition of harrassment/hassle when employees deal with customers making a return, and why what happened to me was not either. I honestly do not understand your point of view. You type on this board and defend Best Buy blindly, tell me I was not harrassed, then delete that post when I make a reply. Please tell me why you are so against me in all of this.

Sorry I dug this all out of google cache but I expected that if you are going to post on here SlimJim77, then please don't delete what you typed just because you got a reply from me.

Matt

[SlimJim77]

I didn't delete anything. You really think you know everything, don't ya? The mods opted to "time lapse" this thread. Get a life already.

[Miranda]

I have to say, as unpopular as this is going to sound to others on the site, that I agree with you Matt. I personally think that the fact that, not only did the camera have the wrong information regarding the time lapse option listed on the web site, the rep at the store didn't even know for sure, and just took the info directly from the site.

So, again, I agree with you matt, in that thinking that the restocking fee should have been waived for that specific situationm, due to the fact that the item did not have the feature you wanted, even though it was advertized as having the feature. Now, I'm not in a store location, but I know that exceptions can be made on a case by case basis. And I think this is one of those cases.

Oh, I'm probably going to be really unpopular with some of the others around here. Good thing it's not a popularity contest.  I just wish that I could do something to make the situation better for you, but unfortunately, I'm not authorized to do much of anything...*sigh*

 But anyways, that's just my two cents worth.

Sorry again, Matt.

[SlimJim77]

Miranda...He didn't have to pay a restock.  Everyone is in agreement that the website had erroneous information.

The issue here is how he was "treated". 

The "treatment" experienced is what is being inflated here.

[stldude29]

How do you it's being inflated? Were you actually there to witness the entire interaction? I think your actually just causing problems and instigating the continuation of the thread...

[Aryq46254]

My last post got deleted for some reason, censorship yay

Anyway, all I said was, SJ77 seems to think that BBY can do no wrong, and in this instance, yes, it appears BBY did wrong.  If the customer (Matt) feels like he was not treated well, then we need to take his/her word on it.  I have no reason to believe he's making stuff up just to cause trouble.

If I were this customer, and it had been implied that I was lying just to get a full refund, I would not be a happy camper.  The customer should not be made to feel that they are a crook when they are laying out concrete evidence as to why they want the full refund.  It seems this customer (Matt) did exactly that, well documented and point proven.

Some people on this forum need to take a step back and admit that it is possible for BBY to make mistakes, and not blindly defend the company at all costs.

Just my .02...

--Eric

[SlimJim77]

"For the first 20 minutes I stood in silence while a young man intensely looked over the Canon Vixia HF S10 with it powered on. Next came 25 minutes of more silence while he read over the manual. After that was 20 more minutes while he looked online and opened up the manual on the computer so he could search the text easier, in silence. He then left, and returned 5 minutes later and finally spoke..."

So there was more than an HOUR of silence, eh? No, I wasn't there...but...I'm DONE with this thread, for REAL this time.

[Allan-BBY Community Connector]

Hi ExBBCustomer35,

I appreciate that you were looking forward to the time lapse feature - I actually think time lapse videography is very fun and interesting!  I was sorry to learn that the store gave you such trouble over processing the return, but was glad to hear that they did eventually choose to make an exception to waive the restocking fee.  You are correct that we have this camcorder listed on BestBuy.com as being able to capture time lapse footage when indeed it is not capable of this. I have to thank you for making us aware of this issue, and I have passed along this information to BestBuy.com in order to get this changed on our website. Our BestBuy.com site displays product information exactly as it is provided to us by the manufacturer.  The Canon HF S10 looks like a very nice camcorder, but unfortunately, time lapse is not one of its features.

You are also correct that the Panasonic HDC-TM300 has been released and does come with the ability to capture time lapse videos, but unfortunately we are not currently selling this camcorder.

I feel like the store could have handled this return in a much better way, and I am sending you a private message to see what I can do to change your current opinion of Best Buy®. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate