Best Buy & Geek Squad Policies

[idlehanz]

Normally I wouldn't take a complaint to this kind of level, but after seeing all the complaints towards this company, I'm going to share my story.

A few months ago I bought a laptop from BB.  I also bought the three year warranty.  My troubles started with the purchase.  They tried to charge me $100 more than what the tag on the laptop said.  I also decided to get the $30 optimization.  GS told me that the optimization would take 30 minutes.  Two and half hours later, I get my laptop!

So I had the laptop for a few months, until December 10th.  I had to take it in due to it getting dropped, and no longer working.  Crack in the case, and the screen was not powering on.  I was told it would take 10-14 days to ship it to their service center, and get if fixed.  I'd get a call back when it was ready.

I waited about 14 days, and called to see if it happened to be ready.  I was told that the service center had shipped it back untouched.  I asked if they had sent it back yet.  The GS rep told me no.  I asked why?  He didn't know.  No one knew.  It was just still sitting there.  I was told to wait another two weeks. 

Today, I called them and was told the computer was junked, and I could come back in to get another one.   Except they don't have the computer I had anymore, and couldn't order it.  I could go get a comparable one off the shelves.  After a little searching, I decided on a Gateway thatwas $100 more than the credit of the old one, and asked to get it.  After some searching, they told me that they didn't have it. Why have a computer out on the shelves, on display, if you don't have it?  They called three other stores.  One, farther south than I cared to travel to, had the computer.  I asked if they could bring it the store I was at.  "No".  Why?  "We don't have the infastructure for that".  You don't have vehicles??  You couldn't get someone to run it up to the store I was at? 

The rest of the story is that now I am waiting a week for a computer that you should have in stock.  I should have never had to wait a month for something that was supposed to take 10-14 days.  I should have not had to call BB and the GS and get them to tke care of what they should have done on their own.  They should have called me when the laptop got shipped back to them untouched, and they should have called me when it came back and was junked out.

I'm obviously not alone in my criticisms of BB or the GS.  I'm amazed to see how poor of service both sides of this company give their customers.  Frankly I'm amazed this company is still in business.  I know I won't ever spend another dime in this store, and I will urge my friends and family not to either.   Your simply the WORST company I've ever done business with. 

[Elizabeth-BBY Community Supervisor]

Dear idlehanz, 

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.

[tanginamo]

I have friends and family who used to frequent BB for all their electronics purchase needs but NOT ANYMORE!

BB is now a pigment of their collective imagination.  You're right, how could this business even be in business with the kind of service they provide?  

No worries, I give BB 2 years tops before it asks for a bailout from Uncle Sam.

[John-BBY Community Connector]

Hello idlehanz,

I’m sorry to hear that Best Buy® didn’t live up to your expectations for repairs or during the replacement of your product.  We strive to provide as superior a customer experience when a product is in need of service as we do at the time of purchase.  It’s disappointing to hear that we didn’t achieve that for you.

It’s our procedure for the customer to be notified when the product is returned from service, whether a repair has been completed or not.  I would be at a loss to explain why you were not called.

About your replacement experience, I can offer some explanation:  computer models change rapidly for computers due to technological enhancements.  Very few models last even a few months.  With most other product lines, this is not the case, but it is very likely the reason that you could not be provided with the same model as you originally purchased.

Even given the frequent change of models, stores will receive shipments from our warehouse until the product is depleted.  The stores leave displays up until the computers are discontinued.  That is how the store can have a display but no inventory.

I’m grateful that you took the time to let us know about your experience.  Without the feedback from our customers, we can’t improve to meet -- and hopefully exceed -- their expectations for the future.

Sincerely,