Best Buy & Geek Squad Policies

[bassetwrangler]

As part of the purchase today (3/22/12) of a new iPad, I decided to trade in both my iPad 1 and my iPad 2. Both were in pristine condition (all components, all original packaging). The iPad 1 had two adjacent small round 1/16" surface blemishes (nicks) on the rear and for this minor mar was deemed by the Geeks at the San Marcos Ca. store as being in "poor" condition. The iPad 2, which was engraved, but otherwise perfect was rated "fair".

While I appreciate the convenience of in-store trade in and pragmatically did accept the evaluation, I was very unhappy with the low ball valuations. Especially the iPad 1's "poor" rating which devalued it by 25%. By these standards I would think it impossible for any trade in to achieve a "good" rating unless it was still shrink wrapped.

I hope the relatively small monetary differential (which is redeemed as a gift card ensuring that it will be spent at Best Buy) is worth the damage done to Best Buy's reputation. There is usually nothing unique about the items for purchase at Best Buy and because of this experience, it will be the last place I will consider for future purchases.

{removed per forum guidelines}

[AaronE]

If the valuations of the trade-ins were not to your expectations I would have expected you to not complete the trade-in.

Why did you have them complete the trade-in transaction and sign the final paperwork if the condition and amount wasn't agreeable to you?

[bassetwrangler]

Pragmatism, which is another way of saying that it would cost me more time and effort to sell them through another venue. The insult added to the diminished valuation was that I was simultaneously purchasing a more expensive new item (a new iPad) with the store credit which maximized the profit to Best Buy. 

Since the same goods are available in thousands of places, what Best Buy adds in value to attract customers is service. The Trade In program is a great example because it is what brought me into Best Buy even though I have no problem waiting to buy directly from Apple or any of a thousand other sources. I, as many people often do, was inclined to shop for other needs (iPad assessories, games, electronics etc.) while in the store. The good will cultivated by the Trade In program was demolished by getting a ridiculously poor valuation on my trade for which I'm sure Best Buy will also profit. So even though it angered me, I concluded my trade-ins and purchase and am forced to vent my frustration through a customer forum (which I assure you is only nominally satisying).

Best Buy spends millions of dollars a year trying to draw people to their stores and web site and for a squeezing a few extra dollars of profit from me they have alienated a geeky kinda guy like myself (Geeks are my peeps) who spends thousands of dollars a year on the products Best Buy offers. That extra $25 bucks skimmed from me negates all the potential of my business and anyone else (and I am frequently asked for purchasing advice) who asks me where to shop.

[kst8no1]

I'm pretty sure any kind of personalization automatically qualifies the item as fair (step below good and above poor)

Did you question the agents poor rating on the iPad 1? Maybe he saw something that you didn't?

[bassetwrangler]

The iPad 1 wasn't personalized, was complete and in the original packaging. The iPad 2, traded in the same transaction, was and rated as "fair" which was not surprising. There was no opportunity for "discussion" as the iPads were send to another section of the store for evaluation as I browsed wating to get the result.

The wear on the iPad1 was nominal and certainly not enough to relegate it to a poor condition. As I wrote, if mine was rated poor a "good" iPad would have to traded in still shrink wrapped from the manufacturer.

Remember, we're only talking about a $27.75 differential and I had already been standing around for about 30-40 minutes as the trade-ins were processed. Best Buy made a profit selling me the new iPad and cover accessory and will certainly make a profit on my trade-ins. I was angered by the low valuation and the clerk also had the nerve to try to sell me an extended warranty.

[Ryan-BBY Senior Social Media Specialist]

Hello bassetwrangler -

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

[Jesus-BBY Senior Social Media Specialist]

Thank you for your post. I am sorry if you do not agree with the evaluation your iPad and iPad 2 received. That is why we provide you our findings before any agreement is made. We give you the opportunity to accept or deny our offer. I can understand that you had more time to think about it after the fact. I’ll be sure to document your concerns for further review.

Feel free to leave provide our Trade-In program direct feedback by visiting the following link:

http://www.bestbuytradein.com/bb/CustServ.cfm

If you have additional questions, please do not hesitate to let me know.

[bassetwrangler]

Gee, thank's again for "reaching out to me" and providing me nothing. I think I've already wasted enough time and hope it proves a warning to others.

[traudorf]

Why don't you go back to the store an return the new iPad and ask for your old iPads back.  Pitch your old iPads on ebay or numerous other websites and purchase your new iPad direclty from Apple.  Begin your Best Buy free existence.

[DanK Best Buy Employee]

---

bassetwrangler wrote:

Gee, thank's again for "reaching out to me" and providing me nothing. I think I've already wasted enough time and hope it proves a warning to others.

---

Not to be blunt, but what did you expect? They offered you an amount of money for your trade-in, and you accepted. As Aaron mentioned above, if you did not agree with the value you did not have to continue the trade-in.