Best Buy & Geek Squad Policies

[tlutes]

I have purchased 2 Sony DSLR Cameras with PSP from Best Buy ( A100 & A700) which are now discontinued.  The problem I am having with my A700 is that it has been in for repair since December 6, 2009.  I was told it was fixed, and I picked it up on Dec. 23rd.  It seemed to be working normal, and I took it with me for our christmas weekend.  After about 1.5 hrs of use, it said "overheating" on the LCD screen and never turned back on.  I then returned it to my local Best Buy (Murrieta, CA) on December 27th and have stopped at the store on both January 7 and January 15, 2010.  

Geek Squad-On Jan. 15, I spoke to a "geek squad" representative who was very helpful.  He informed me that he would send an email to help expedite my repair and that the only message that was on the repair order was that it was assigned on Jan 4th (the same thing I learned on Jan 7).  I told him my issue that had happened with my A100 (had to wait 2 months for repair, and it was finally replaced when they figured out it could not be fixed.)  I told him that I don't want to wait that long just to be given a new camera.  I was then passed on to a manger, and the geek squad associate made sure I was taken care of until the manager arrived.

Assistant Manager (Ramin)- I explained my issue once again with the assistant manager (note: the geek squad associate started to explain it, but since there was a line forming I told him I don't mind explaining my problem with the manager).  I went on to tell the manager my issue,  I was then informed that I had 3 options.

Opt. 1- Wait for it to be repaired

Opt. 2- Select a replacement with comparable specs.

Opt. 3- Receive a store credit.

Upon hearing the options, I informed the manager that Best Buy does not have a comparable model in Sony DSLR's and that I have about $5,000 (+) in lenses compatible with Sony and that only a Sony replacement would work.  He told me that he will see what he can do, and walked away.  He then whispered to the geek squad associate for a couple minutes and then left.  The geek squad associate then told me that the ASM was getting someone familiar with cameras.  After about another 15 minutes a computer associate came.

Computer Associate- The assistant manager (Ramin) did not come over and make sure he understood or made no effort to make sure I was satisfied or taken care of.  Very unprofessional in my opinion.  I then began to explain my problem to a 3rd person, and pretty much told me the same thing as the ASM told me.  I asked him, what happens when I do not get my Sony camera to use with my lenses.   He told me that he would be happy to have a brand new camera or a best buy store credit, cause most people walk away without anything. I informed him that I paid for PSP in order to not walk away empty handed.  I then asked him what the name of the ASM that was not helpful (Ramin), and I also asked him what the District Manager's name was.  I figured I just need to start talking to someone else that could actually help me get a camera that will work with my lenses.  I then left and walked around the store, and saw another manager with the intent of finding out the District Manager's name, and it happened to be the GM.

General Manager (Patrick)- I walked up to him, as he was walking some side stacks with another associate.  He noticed I was waiting to speak with him, and he asked me if I needed help.  I introduced myself, and asked him for the District manager's name.  And he told me the name (which I do not recall), and asked me if there was anything he could help me with.  I then began to tell him my issue, and he asked questions and the associate he was with asked questions.  I then shared with him, that I am just looking to be able to use my lenses and accessories that I purchased.  He was pretty helpful, but I still do not feel that I will be getting a fair deal if my camera is not able to be fixed.

In summary, I purchased a brand of camera from Best Buy, that Best Buy has decided to only carry the inexpensive versions that are not even close to the specifications of what I originally purchased.  I have purchased multiple Items, as well as inherited items which are proprietary to Sony/Minolta including: External Flash (1 ea), 70-300mm lens ( 2ea), 80-210mm lens (1 ea), 2x teleconverter (1ea), 70-400mm Lens (1 ea), 35-70mm lens (1 ea), 18-35mm lens (1 ea), battery expansion pack (1 ea), additional lithium batteries (1 ea), and multiple flash memory cards.  All of the items would not be able to be used on Nikon or Cannon, the brand of cameras that Best Buy seems to have an extensive selection.  Though, in theory these cameras would be of comparable performance for someone looking to just purchase a camera.  But in this case, nothing Best Buy is of comparable performance as I would not be able to use any of the accessories/lenses I have obtained over the years.  I really need to get this issue resolved, I have been without my working camera going on 6 weeks now.  I do not understand how it can take this long.  

Sincerely,

Tim

[Dorothy-BBY Community Supervisor]

Hello tlutes -

Allan, from our Community Connector team, will be reaching out to you regarding your concern.  I appreciate your patience until he is able to contact you.  Thank you!

[Allan-BBY Community Connector]

Hi tlutes,

You should definitely not have to walk away empty-handed in this matter, and I can certainly understand not wanting a different brand DSLR camera body when all your equipment is for Sony brand DSLR cameras. I can personally attest to the fact that the lenses and accessories often cost much more than a DSLR camera body, and it would be very costly to switch brands.

If your Sony DSLR camera is approved to be replaced by your Performance Service Plan (PSP) the store should replace the camera with a comparable model camera as determined by the store replacing the DSLR. The terms and conditions of your PSP do state that if we don’t have a comparable camera to replace yours with then you should be issued store credit in the amount that you originally paid for the camera.

I would like to work with you towards a mutually acceptable resolution, and I am sending you a private message to start that conversation. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,

[tlutes · Accepted solution]

Well, I got my camera back on 1-27 and was able to use it the next day for some shooting at a basketball game.  I have to say, they seemed to have fixed it back to 100%.  Though it was a long wait, I'm glad I got it fixed and didn't have to go with another brand.  I will probably try using a different Best Buy store from now on, since the only person that helped me was Allan from the Best Buy community site.  Never heard a word from the store, when they told me twice that they would contact me as soon as they got word back from the repair shop.  I'm hoping my next experience goes better, but I do have to say that posting on here was beneficial. 

Thanks again.

[trainedloser]

Glad you got it back working... if they offer you a gift card though and eventually stop carrying sony DSLR's... just take the gift card and there are websites where you can trade them. Perhaps trade it for a store that does carry this item?

My girlfriends(married now) nikon went out and she had to exchange it for a canon... she was pi**ed. Photographers are a hard group to please

[tlutes]

Good idea, I think that would be a good option.  I actually saw some sites that you can sell gift cards on, but exchange would probably be more beneficial.