Best Buy & Geek Squad Policies

[mcschwab]

I found a really nice laptop online ad from best buy. My Father was wanting one so i called him and told him for 499.99 he could go to Decatur IL store. I had called them and told them he was coming to get it. My dad called me from the store and let me talk to the sales guy because they were wanting to sell him other stuff. I was told by the sales guy that for 30.00 they could clean it up for him, meaning to take off all the ads, etc. I did all the talking about prices myself because my dad is 72 years old. I asked the sales guy if they could also show my father how to sign on with his new free verizon air card. I was never told it would cost him anything to do that, Well my dad ended up paying 750.00 for this laptop. I called and spoke with the manager and was told well they don't sell any service without asking first. I know i was not told about this on the phone and i spoke with this sales person 3 times via cell phone from the store with my dad standing right there. It is not good service to do these services for a huge price and then just charge them on thier charge card. It is deceitful and shame on Best Buy. I will probably never buy there again and i buy at least 1 new computer a year and looking right now for a new desktop. I hate to be deceived!!!

[Starflyer59]

I changed my mind on the verzion comment. Thanks guys,

What were the extra charges for?

Message Edited by Starflyer59 on 01-23-2009 05:17 AM

Message Edited by Starflyer59 on 01-23-2009 06:49 AM

[Ron]

The adapter is free with a two year contract, maybe that's what he's referring to.

[BBBob]

Hey starflyer the mobile broadband air card is free with a 2 year contract. The monthly service is 60.00 for 5 Gig of downloads per month. Non of that is anything he would have paid for in the store as all charges are billed to his Verizon account.

Bob

[AgentHack]

I Believe They Might Have Charged Him The $49.99 Hardware Install Fee - Geek Squad Charges $49.99 To Install The Verizon Card Onto The Laptop For Him (Install The Latest Software, Configure It & Make Sure Its Working Ect.) (If This Was Not Built Into The Computer Already *An Add-On Card*)  - Unless Otherwise Advertised (Sometimes There Are Free Or Discounted Installs).

[mcschwab]

If thats the case, why didnt they tell us they were charging for other stuff. We were both told that there would be an extra charge of 30.00 for cleanup and thats what we agreed to. How can they just do service then run it on your charge card. They charged an extra 200.00 for services they did!

[Starflyer59]

If you used a credit card then your father would have had to sign the receipt, right? Why didn't he question the charges before signing the receipt? Once you sign that receipt then you are legally approving the charges.

I hate all the extra's that BB tries to push on you.

I was in a BB the other day and was just looking around while my wife was next door at another store and the sales people were trying to really push all this "extra" stuff and all i was really doing was just killing time and looking around.

They did not want to actually talk about a certain computer...all they wanted to do was push the black tie protection, the backup cd's, the cleaning up that they do.

[mcschwab]

yes he did sign the credit card but i was the one on the phone doing the transaction for him and he just thought that i had ordered a bunch of stuff and then later he talked to me about it. I did not order that stuff and they shouldnt have taken advantage of him like that. I wont use them anymore thats for sure.

[Elizabeth-BBY Community Supervisor]

Dear mcschwab, 

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.

[Matthew-GS Retired: Community Advocate]

Greetings, mcschwab!

Heavens, no, we certainly would not want to pressure anyone into getting services. As a volunteer I help elders/seniors learn about computers and so I know firsthand how confusing technology might get and they should have every reason to trust Geek Squad® and every right to make informed decisions. I am sorry if there was any miscommunication between the two of you or our Geek Squad® Agents. Please afford me the opportunity to investigate further by replying to my private message request for information. Just click on the Messages envelope icon near the top right of this page to view your message. I look forward to partnering with you soon!