Best Buy & Geek Squad Policies

[jeffinfl]

I visited BB again last night because it was raining and I wanted to see what the reception was like. I had not previously asked for a live demonstration of what they are offering.  Imagine my surprise when I was told that they don't have the residential setup in the store and that it's some commercial deal and that it's not the same thing that I would be paying for. 

The icing on the cake though is that when I confronted the rep about the fact they the previous rep told me that DTV had "ALL of the same channels that my provider had and MORE" - this new rep tried to feed me the same line, saying that corporate trains them this way.  not surprised.  I've decided not to get it.

There are more total channels but there are quite a few good channels missing too - for this, I'd pay $77.99 a month for the first year (includes HBO and Showtime, which I get now as well)  I pay $67 currently...that's not too bad of an increase for the extra features (even though I give up some channels that I like).  Here's the bad part.  The first year includes a $31 credit, which you lose for the second year, making it $108.99 for the second year.  I have yet to ask the golden question about any potential additional taxes or charges.

So, my friends were right - avoid them like the plague unless I want a 2 year contract and higher prices.

[jeffinfl]

I should also note - the demo that they DID have, even though it's not on the same residential equipment that their customers get, was "searching for signal" during the rain.

[karyadi]

When there are people involved, there are always room for mistakes. You learned this the hard way, sadly enough. They were just trying to make a sale and you got into that mess. I feel for you though and the situation does happen, even to me as a matter of fact. I hope a Community Connector gets to our situation as soon as possible.

[jeffinfl]

They could have made a sale here but as soon as I got the vibe that something wasn't on the up and up - I started imagining the possibility of other things coming up later and being stuck in a 2 year contract.  The 2 year contract didn't bother me all that much at first - if they were 100% knowledgable and honest, I wouldn't have given it another thought.

[Aaron-BBY Community Connector]

Hi jeffinfl,

Thanks for bringing this issue to our attention!  We rely on our store associates and partners to provide the best information available (both accurate and up-to-date), so it’s disappointing to learn of situations where we may have not met that expectation.  I’d be disheartened too if the same thing happened to me.

I’d like to make sure that on-site management has the chance to follow through, so please respond to this post with either the street address or store number of the location you visited.  If you’d prefer, you can also send me a private message by signing into the forum and then clicking on either my signature below or the letter icon in the upper right-hand corner of the page.

[jeffinfl]

I hate to say it but the issue doesn't seem to be just 1 rogue sales person. I visited 2 different stores on 3 occasions and received different/conflicting info from each rep. When I explained that I learned differently by researching DTV myself, two reps, at different stores, told me that this was what they were trained to say and maintained that I might be wrong (they were polite, just apparently poorly trained....IMO purposely trained to avoid any negatives by excluding facts and providing misinformation.)

Wesley Chapel
South Tampa

[Aaron-BBY Community Connector]

jeffinfl,

My apologies for the delayed follow-up!  I’ve sent word of the situation to the management teams at both locations so they can take advantage of this potential coaching opportunity.

If you have any questions or need any additional assistance in the meantime, please do not hesitate to let me know.