Best Buy & Geek Squad Policies

[jlynott]

Ding # 1 Wednesday 1/21/09 enter BB in Elizabethtown, KY to take advantage of Sunday flyer deal on 52 inch Sony flat screen TV. Did not shop knew exactly what I wanted upon arrival. Clerk took 45 minutes to complete my purchase, made me 30 minutes late to work.

Ding #2 Show up Thursday to pick up TV (was a floor model), after telling clerk Wednesday I wanted TV packed to travel, all they did was wrap it once in shrinkwrap, leaving my TV to the mercy of the elements. No bubble wrap, cardboard, NOTHING! I was livid.

Ding #3 Get home, "unwrap" TV, no owners manual, no warranty info, no remote.

Ding # 4 Call BB several times Thursday evening to inquire about ding #3, no one answers phone. Out of 60+ clerks on duty, no one mans a phone to take care of customers calling with questions and issues.

Ding #5 A woman BB employee named Francis calls me (keep in mind I live 30 mins from this store) and says my purchase was rung up incorrectly says I have to come in to re-do it in order not to be charged for the free install.

Ding #6 Get to BB Friday after the 5pm rush hour battle, told Francis stepped out and would be back shortly. She comes back with her lunch in tow, tells me she'll be right with me, then proceeds to go to the back and I assume eat her lunch because it takes her at least 20 mins to get back with me.

Ding # 7 After redo of my purchase is complete, clerk says its gonna cost me an additional 100 bucks for what was supposed to be a free install.  After explaining to clerk what I am saying now, he offers to take another 100 bucks of the Blue Ray player that came with my "deal'. Get home, my receipt was only 30 bucks less than the original.

Folks I could have got this TV anywhere, Like WM, and it would have prob. been cheaper. I came to BB because I knew you all at least know your stuff about the products you sell. If I was only buying a DVD, I would not have expected much other than for a clerk to point the way to the DVD isle upon my arrival, but when I am spending close to 2 grand, my level of expectations of BB's customer service increases substantially. I feel extremely violated. Who can I call that will truly care about what I have been through to make it right with me???

[kara1676]

Question # 1 - It took the clerk 45 minutes to complete your purchase & this made you 30 minutes late to work.  Who spends several thousand dollars on a 52 inch TV "on their way to work"?

Question # 2 - Did you get a discounted price on the TV that was missing the owners manual (downloadable from manufacturers website), warranty info (downloadable from manufacturers website), and remote (which you can usually get a half-way decent universal thrown in for free or the value of the remote taken off the price at most retailers if its missing and you take the time to ask....but you probably didn't have time, cause you were on your way to work), or did you pay full price? 

Question # 3 - Did you actually see that there were 60+ clerks on duty, or did you just exaggerate because you felt your rampage needed more validity?  (Best Buy has a little over 100,000 employees according to their shareholder earnings statements, if you split that up between their extensive corporate campus and almost a thousand stores spread throughout the country, I somehow doubt that this store in Kentucky had 60+ clerks on duty, they probably only have about that number or a little more employed there.)   

Question # 4 - I don't know much about Best Buy's package deals or the installs that they offer or anything like that, but based on what you described you said that they were going to charge you for $100 install, then after complaining to the clerk he offered to compensate this charge by refunding $100 off the Blu-Ray player.....so correct me if I misunderstood, but a $100 charge - $100 refund = $0.  So if your receipt was $30 less than the original then it looks like the clerk overcompensated you, unless I misunderstood what you were attempting to explain?

Forgive me if I sound like a jerk, but if you feel extremely violated then you have no one to blame but yourself.  If I intend on having a high level of service from a retailer, then it is only fair of me to allow them the time to give it.  I ask questions, especially if I am purchasing a floor model, and set clear expectations as to what I am looking for.  Most importantly, if I feel after everything has been said and done that my expectations were not met, then I ask to speak with a manager and discuss resolutions.  As a consumer you need to be more aware, especially if you are spending a large amount of money at a major retailer like Best Buy that wants your money.  They'll jump through hoops to get it if you make them, but if not, well no one's gonna buy the cow if you're giving the milk away for free.  

[Starflyer59]

Maybe I misunderstood Ding #2 and Ding #3

She picked up the tv and took it home and then unwrapped it.

If she took the tv home herself, then what "Install" is she paying for?

Message Edited by Starflyer59 on 01-26-2009 06:42 AM

[kara1676]

I'm not sure.  I was assuming that there was a difference between the delivery and the actual "install", but I suppose that depends on what Best Buy constitutes as an install.

[Elizabeth-BBY Community Supervisor]

Dear jlynott, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Aaron-BBY Community Connector]

Hey jlynott,

I appreciate that you said your level of expectations for Best Buy was high – this wasn’t a minor purchase by any means, and it makes absolute sense that you want to protect your investment. We should be able to deliver an experience with no surprises or hassles, like the packaging or the missing accessories, and especially the need to return to the store to re-ring the purchase. Your situation clearly brings to light several opportunities for improvement on our part to make sure we are avoiding situations like this.

I do want to make this right for you, so please keep an eye on your private messages (the letter icon at the top right of the page) for further communication!

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.