Best Buy & Geek Squad Policies

[Jmastin]

Hello,

This is in reference to the horrible customer service I have received today at a local Best Buy Store (Montrose, OH Store #285).

My husband had purchased a Casio Exilim Z77 back in 10/2007. With this is also purchased at the time what he believed to be a Two Year Replacement Plan, in case any thing were to happen. (Later it is discovered that despite the fact that the enclosed pamplet AND receipt say "Replacement Plan", a service plan was actually sold to him, despite SPECIFICALLY stating that he had wanted a Replacement Plan) Recently my camera stopped functioning, and so I called in to explained the situation. I was told to come in and that everything will be reviewed and at the end of this I would be given the option of a replacement or send away service.

I decided to drive to this location, and sure enough it was not as easy as the sales representative made it sound like on the phone. I was told my only option was to send it away so that it may be serviced because apparently I did not have a replacement plan, despite the fact that my pamphlet stated that it was just that. (Mind you, I was specifically told that instant replacement was possible, and that I would not have to wait the 14 days!) Despite my frustration with the situation I left the camera because at that moment I was led to believe that there was no other option. I did call in best buy's customer's service center to explain the situation, he in turn called the Montrose Location to speak to the manager.

The manager on duty (5/25/09 @ 7:52 P.M.) was far from kind, rather he did not even want to hear the situation all together. He only repeated stated that all can be done was to get the camera serviced and that it would indeed take 14 days. I understood clearly what he was saying, however, I did not understand why was I told something entirely different by one of Best Buy's employees under his shift. I further said that his service is enough to make me rethink before purchasing items at Best Buy. His response was that of "If that is how you feel, go ahead, I can't do anything for you anyway" This had me COMPLETELY flabbergasted. Until today, I swore that Best Buy took pride in not only what they sold, but the services that come along with this. One of these services being that of Customer Care.

At that point, the manager on duty at Store 285, hung up.

I later decided to go to the store just once more to question a Sales Representative about a camera. My question was that of a simple one, "if I were to purchase a camera and if anything where to happen down the line, what are my options?" Her response was very simple and similar to that of the one I received on the phone when I questioned about my camera. If you purchase a service plan or replacement plan, we can provide you with two options: Rapid Replacement or serviced out. It is the customer's choice.

At the end of today I have learned two things, the first being that Sales Representatives at the Best Buy stores or at least Store #285, are horribly misinformed, thus giving prospect buyers false/inaccurate information. Secondly, for a company that I thought took much pride in customer care and products, the rude responses that I received from BEST BUY'S hired managers is enough to make me so infuriated, that it took so much from me to be the only CIVILIZED person.

I write this e-mail in hopes that this problem could be properly remedied, and at the very least, have customer/ sales representatives and managers reviewed because no person should be treated in such a manner.

Thank you for your time in reading this.

The above is a similar copy of an email that I have sent to bestbuy regarding my situation. At the end of today's frustrations, I have realized that Best Buy will likely dismiss this all together, for that reason I have decided to post this here. It is to warn those, who have been considering best buy's "Famed Warrenties and Good service" to be just all talk and no action. I sincerely felt not only disrespected, but angry and frustrated. I had been planning an outing with my six month old son, one in which photos are a must, especially since they grow so quickly. Now I have to lose two weeks and the opportunities of the precious moments that pass. I am ESPECIALLY angered by a second option that was given, that really was not an option. I was told that I can always purchase another camera on the spot and when my camera arrived, I would be able to return the purchased one without having to pay a restocking fee. I mean HELLO??? If i could afford to purchase a new camera then and there, I wouldn't have gone through this whole mess of rude and seemingly incompentent employees.

[Nokia]

Just wanted to note that you have a Service Plan, not a Replacement, as replacement plans were never sold on cameras. I don't know how your receipt would say, since it's impossible to attach a replacement plan to a camera.

[Jmastin]

I would like to respond kindly, that Replacement Plans have been offered on Digital Cameras. As told to me by employees as well as Best Buy's replacement hotline. So it is not "impossible" as you have stated.

[Jmastin]

Hence the subject line "Horrible Best Buy Policies and Customer Service!"

That last peace of my original post stated that a fair number of best buy employees were wong thus causing a large mess and nightmare for buyers.

[Elizabeth-BBY Community Supervisor]

Hi Jmastin,

I've asked Allan, one of our Community Connectors, to review and respond to your concerns.  You should hear from him within the next few business days.

Thanks for posting,

[Allan-BBY Community Connector]

Hi Jmastin,

We definitely take pride in our service to our customer’s in most cases, but I can assure you that there is nothing to be proud about one of our managers implying that they don’t care about your issue or your business.

It is true that if the plan your husband purchased for your camera is a Performance Service Plan (PSP) not a replacement plan and it is also true that the stores only option with a PSP is to send your camera out for repair. Your frustration with this information should not have been met with indifference at our store.

I would also like to say that Best Buy® has never in the past (or currently) sold replacement plans for digital cameras. In light of this fact it is very concerning that on more than one occasion you were told by representatives of this store that we did sell replacement plans for digital cameras, and I have made the store management aware of this. I expect that the management will take the necessary steps to guard against this type of miscommunication for future customers.

I would like to get you resolution in this matter so I am sending you a private message. 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,
Allan
Community Connector
Best Buy® Corporate

[Jmastin]

BB Reps,

I have yet to receive an approiate update. The last I receieved was just to state that it was awaiting shipment...  That was on May 28th,2009. It is now the 3rd and after two unreplied msgs I thought that perhaps I should just post here in hopes of a quicker response.

Thank you in advance

JMastin