Best Buy & Geek Squad Policies

[ExConsumer]

First of all, I want to start off by saying that, as a whole, I have always been able to find what I need at BestBuy with the assistance of the sales staff that truly attempt to provide key information on the products.  However, I have never been so humiliated and disrespected as I have with the Manager of Geek Squad, named JD, at the Chelsea Best Buy on 23rd/5ave, New York City.

 I explained to him the issue with my laptop, which was just serviced in December by the very same team.  I explained that I attempted to log in a maximum of 5 times, and I was experiencing the same issues each time.  I understood that it was past the 30 days as he indicated but hoped that a diagnostic would be helpful since I had already spent $500 from my previous visit. 

JD insisted that I was not in touch with things happening everyday, which he explained precluded him from helping me.  He then asked me several times what was wrong and when I tried to explain, he interrupted and asked me to repeat myself.  I asked him that perhaps it would help if he referred to the recent service invoice from the last visit since it was the same issue.

This would have saved the hassle for both him and me because he would have been able to look up the service history to see what the diagnosis was, what was done to fix it, and which tech serviced the laptop.  He said no and provided me with the “things change all time!” and continued to utter “Jesus Christ!” under his breath. He also insisted on sighing and provided a demeanor that was both offensive and demeaning. 

I was so embarrassed that I apologized and explained that I did not have an IS degree, but I was hoping to receive assistance since I had already spent $500 and was clearly experiencing the same issue.  He also insisted that my laptop was old, which was purchased in late 2007 with Windows Vista, again with the same berating tone making me feel inadequate. Regardless of the laptop’s age, it had the same issue even after they previously “fixed” it.

JD then said that he would do a diagnostic and waive the fee, but I would have to pick up the laptop the very same day or would charge me.  All the while, he was waiving his hands and not addressing me face to face.  At this point, I was in tears, not for his condescending tone, but I was in shock that a professional with a staff under him could set such a negative tone and example while deliberately putting his staff and customers in a hostile environment.  You can tell that the staff was very uncomfortable.   Considering that the economy is in a recession and most businesses are either closing down or downsizing, I am extremely shocked that a retail manager, who should be sensitive to these elements, can go ahead and treat their customers in this manner. 

JD clearly does not represent the best interests of Geek Squad/Best Buy, his staff members, and most importantly, his customer base, and he represents a disconnect from Best Buy’s Code of Ethics.As a result, I will neither purchase a single item at Best Buy nor service any piece of technology at Geek Squad ever again, and I will urge my friends and family to do the same. 

Geek Squad and Best Buy have lost a customer with an upper middle class household income, who demographically would have continued to purchase products at Best Buy or attain services from Geek Squad even during these difficult times.  JD has single handedly impacted the future revenues and bottom line of both Geek Squad and Best Buy while demonstrating a lack of professionalism and managerial skills to his staff members.  Lastly, the laptop was never fixed!

[Elizabeth-BBY Community Supervisor]

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 the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

Message Edited by Elizabeth-BBY on 02-20-2009 04:11 PM

[Aaron-BBY Community Connector]

Hey ExConsumer,

I’m sorry to hear about your recent difficulties with our Chelsea store! It’s never very fun to be in need of computer repairs, especially if the problem appears to mimic one that was solved only a few months ago. I know that I would be frustrated in this situation as well and sincerely do apologize if it seemed that your concerns were being casually dismissed.

I would like to look a little further into this situation on your behalf, so please keep an eye on your private messages (the letter icon at the top right of the page) for further communication.

Thanks,

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