Best Buy & Geek Squad Policies

[mep81935]

DO NOT BUY ANYTHING FROM BEST BUY! IF YOU WANT QUALITY PRODUCTS, GOOD CUSTOMER SERVICE, AND YOUR PRODUCT RETURNED TO YOU IN THE SAME PHYSICAL CONDITION, I STRONGLY SUGGEST PURCHASING DIRECTLY FROM THE MANUFACTURER AND PURCHASING A WARRENTY FROM A THIRD PARTY OR GOING TO WALMART OR STAPLES!!!! DO NOT GO TO BEST BUY! SEE BELOW....

February 22, 2012- I bought a Dell computer with an intel Pentium core processor, open box & Geek Squad approved refurbishment (with a 4 year best buy extended warrenty) from the Harrisburg, PA store.  I took it home and it didn't turn on.

February 23, 2012- Took it to best buy and the person suggested I just get my money back and buy a different computer. I explained that I didn't want another computer, I wanted this one and I got the Warrenty so that these problems would be addressed efficiently and effectively.  He took it and said they have to send it out to have it fixed...estimated completion date- 3/9/2012.

March 14, 2012 - Still no computer...still in repair....still no updates from Best Buy either.  I call customer service to file a complaint.  She seemed clueless and said "there's nothing I can do to help you, someone will be in touch in a couple of days"  When I had told her that I was angry that the employee had tried to get me to return the computer she insisted they were trying to be nice and look out for my best interest.  I explained once again my anger, and further explained that this was a poor business practice because I bought a computer expecting it to work, when it didn't, no remedy was offered except to exchange it and pay the difference...this type of sales practice IS ILLEGAL! IT IS KNOWN AS A BAIT AND SWITCH TACTIC!  She said someone would be in contact with me in a couple of days.  I have yet to hear from ANYONE.

March 22, 2012 - I call best buy to confirm that my computer is there to be picked up, they said it will be ready by the afternoon.  I go to pick it up...my computer is there BUT THE SERVICE CENTER DIDN'T SEND THE AC POWER ADAPTER!  When I talked to the manager about my frustration, he simply said that they contacted the service people the day before (apparently my computer got there on Wednesday) and that he has to wait until they contact him before they send the power cord.  I tell him that I want to hear from someone from the company to address my complaint within 48 hours and at the very least just apologize.  STILL HAVEN"T HEARD ANYTHING. 

March 24, 2012- I'm at school and I get a call that my computer is ready to be picked up.  So I have to wait until Tuesday to get it.

March 27, 2012- I finally pick up my computer. I noticed that there are several scratches and scuffs that weren't there when I originally dropped it off...I let it roll off because I'm just glad to finally be able to use my computer.  Take it to my parents house, go to turn it on and the power button is now jammed and broken in my computer.  Oh wait...it gets better...the first screen that I see isn't a home screen it is a screen that says "the current 150W Power adapter is not the same as the 180W Power Adapter originally shipped with the desktop...." So not only did I have to wait over a month to use a computer I paid for...BEST BUY returned it to me damaged, with faulty buttons, and the wrong power cord that wasn't originally sent with it. AND I HAVE FILED SEVERAL COMPLAINTS WITH THE SERVICE CENTER VIA PHONE and WITH THE STORE MANAGERS (MULTIPLE MANAGERS) AND HAVE YET TO HEAR ANYTHING, INCLUDING AN APOLOGY!

I have bought products from best buy for the past 10 years of my life...I WAS a returning customer.  Best Buy has really fallen apart on their customer service...I am angry that my computer was  sold to me that wasn't working, that the problem wasn't solved in a REASONABLE amount of time, that I was never notified of what was happening with my computer, that they attempted to bait and switch the products, that none of my complaints were ever addressed, that there was a complete and total lack of responsibility and accountability when the service center failed to send my power cord with my computer, and lastly that it was returned to me with damages that were not there before, the power button jammed, and with the wrong power adapter.  I am filing a complaint with the Better Business Bureau, placing this e-mail on twitter, facebook  and contacting my local newspaper-along with several other people who have been wronged by Best Buy and their "services." 

**other things about my experiences....not a single person actually seemed to care, many people talked down to me, some were blantently rude.

[Bob_A]

mep81936 - 

IMO, your first mistake was when you bought an "Opened Box" computer. Which, by your own account, you were aware was a Used and "Refurbished" computer.  

But, fortunately, the usual 30 day return for a full refund policy, also applies to Used refurbished computers. So you had the easy option of getting off of the hook for your first mistake. And the Best Buy representative was nice enough to candidly advise you to return the defective computer for a full refund. A 100%  refund that would also of applied to the extra cost service plan that you bought. Or, you could of opted to exchange it for a different computer.  

But you refused that sensible advise. Instead, you insisted on getting sucked into a very predictable cycle of waiting for unsatisfactory repairs to be completed. On a computer that you knew had already had problems, when you decided to buy it.  

I just find it difficult to have any sympathy for anybody who is so determined to be a Glutton for punishment.

You really don't have anybody to blame for the problems, other than yourself. You made your own bed. And now you will have to lie in it.  

Good Luck  

[kst8no1]

Bait and switch?? really?

It should be illegal to incorrectly use this term.

[rellarillear]

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kst8no1 wrote:
Bait and switch?? really?

It should be illegal to incorrectly use this term.

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It's parrot talk. People have heard the term, and feel that it gets them someplace, without actually knowing what it means.

You had the option for a full refund or exchanging for a different item.

Any product, I purchase from anywhere, if I take it out of the box and it is defective, i don't return it and expect a repair, I expect a replacement or my money back, and I move on. 

My guess would be that it was significantly discounted and the thought of potentially paying full price for a computer left a bad taste in your mouth.

[mep81935]

I asked if another store carried a the model because I travel and pass a couple of best buys....none did...it was part of my warrenty. and I couldn't afford to pay for another computer, I saved up my money and it was the overall experience, that the fact that I bought a product expecting it to work and it didn't work then, the whole customer-service experience left a bad taste in my mouth. Quite honestly, I put this post here for the reason that I just want to speak to someone from the corporate who will at the very least apologize. Unless you have something that could help me in this situation, please don't respond. If you're going to be rude just don't bother...and for the record I never expected an open box item to work perfectly or not have any defects....but I do expect it to at the very least turn on...I do expect a certain degree of quality of service from all areas of the company (even for their employees to get in contact with you when they said they would) and I do no think that is too much to ask. If I purchase a product...I at the very least expect it to turn on...if i buy the warrenty with it and if its damaged I want it repaired. period. So please stop posting rude comments unless they're helpful.

[rellarillear]

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mep81935 wrote:
I asked if another store carried a the model because I travel and pass a couple of best buys....none did...it was part of my warrenty. and I couldn't afford to pay for another computer, I saved up my money and it was the overall experience, that the fact that I bought a product expecting it to work and it didn't work then, the whole customer-service experience left a bad taste in my mouth. Quite honestly, I put this post here for the reason that I just want to speak to someone from the corporate who will at the very least apologize. Unless you have something that could help me in this situation, please don't respond. If you're going to be rude just don't bother...and for the record I never expected an open box item to work perfectly or not have any defects....but I do expect it to at the very least turn on...I do expect a certain degree of quality of service from all areas of the company (even for their employees to get in contact with you when they said they would) and I do no think that is too much to ask. If I purchase a product...I at the very least expect it to turn on...if i buy the warrenty with it and if its damaged I want it repaired. period. So please stop posting rude comments unless they're helpful.

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Posting in all CAPS AND UNDERLINE is also the equivalent of yelling and being very rude, to folks who have never been given the chance to help you.

[Ryan-BBY Senior Social Media Specialist]

Hello mep81935 -

Doug from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Mbrguy Emerging Expert]

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Bob_A wrote:

mep81936 - 

IMO, your first mistake was when you bought an "Opened Box" computer. Which, by your own account, you were aware was a Used and "Refurbished" computer.  

But, fortunately, the usual 30 day return for a full refund policy, also applies to Used refurbished computers. So you had the easy option of getting off of the hook for your first mistake. And the Best Buy representative was nice enough to candidly advise you to return the defective computer for a full refund. A 100%  refund that would also of applied to the extra cost service plan that you bought. Or, you could of opted to exchange it for a different computer.  

But you refused that sensible advise. Instead, you insisted on getting sucked into a very predictable cycle of waiting for unsatisfactory repairs to be completed. On a computer that you knew had already had problems, when you decided to buy it.  

I just find it difficult to have any sympathy for anybody who is so determined to be a Glutton for punishment.

You really don't have anybody to blame for the problems, other than yourself. You made your own bed. And now you will have to lie in it.  

Good Luck  

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Wow, Bob_A is turning into quite the fanboy.  

Come to the Dark Side Bob_A, we have cookies!

[Bob_A]

Mbrguy said:   -

"Come to the Dark Side Bob_A, we have cookies!"  

                                      _______________________________________________   

Beware The Best Buy Cookie Monster!  

[Douglas-BBY Community Connector]

Hello mep81935,

Thank you for posting your story and for all of your patience through the repair process.

Each open box computer should be tested in store before being sold and I think that expecting a computer to work when you get it home is an entirely reasonable expectation to have. Sometimes when we don’t have another unit on hand to swap it out with, repair can be the only option. I appreciate that you gave us a chance to take a look and make a good faith effort to repair it.

It seems like this is where things really started to break down though. I’m sorry that we didn’t get that correct adapter back to you the first time and that our employees didn’t seem to understand how frustrating this was for you. I think I’d be just as frustrated when I was still left wondering when I’d have a working computer after late March rolled around.

I will be reporting your comments to our teams at your local store and our service center so that we can try to learn something from this internally and avoid similar disappointments in the future. It looks like your computer was replaced with a similar model in store shortly after you posted; I hope that the new computer is working out alright. Thank you again for your time and let us know if you have any other questions or concerns.

Regards,