Best Buy & Geek Squad Policies

[jgrissom15]

To Whom It May Concern,

     I'm writing this to tell whoever it may concern that I am incredibly dissatisfied with recent events that occurred when I tried to return my Xbox to my local Best Buy in Ellisville on Manchester Road in Missouri.

     I brought my Xbox into the store on the 17th of September 2009. I was told that day that it would take 3-5 days for my Xbox to be delivered to my house. Unfortunately a few minutes later after the exchange took place and I gave him my Xbox to send off he informed me that “procedure had changed,” and that I would have to pick it up at the store. This immediately irritated me. I live over 30 miles away from the closest best buy, but fine I guess it will take less time I thought to myself.

     My service order paper they gave me says that the estimated date of completion was September 20th. So I called them on Monday after not hearing anything from them on Sunday and I was then told that it was considered “still in transit.” He also told me that it could take up to a week sometimes. Awesome. Why wasn’t I told that at the start? I could’ve sent it off to Microsoft myself and got it back in a week.

     I called the store back on Wednesday, They geek squad Agent told me the same thing he told me Monday. Still “In-Transit.” I asked to talk to a manager to see what was really going on. They put me on the phone with Jay. Jay is one of the main problems I have with this whole ordeal. I asked Jay, “Jay what is going on?” He proceeded to tell me that my Xbox was at a department or something or another and he would give the department a call to find out more information. Jay told me he would call me back after he calls his department.

     So I wait 2 hours for Jay to call me back before I eventually decide to call back up there. Maybe her forgot or something. I ask the customer service rep who answered the phone to talk to Jay and she tells me that he went home for the day and won’t be back at the store for 2 days. So Jay is assuming this problem is just going to go away if he ignores me I guess? That is ridiculous.

     I could’ve had my Xbox back by now if I had just sent it through to Microsoft myself. I have the box they sent me for getting it to them with shipping paid sitting here right now. I just figured that it might be quicker or more convenient to exchange it through the store where I purchased it AND the 40 dollar extended warranty, but no. I get to wait a week longer than expected AND get the run around and ducked by your employees.

     I am writing this on September 26, 2009. As of today guess what? My Xbox still isn’t ready. I continue to call my local store everyday hoping for new information. Yesterday the Geek Squad representative I talked to told me I could check my repair status online. So I tried to do that and honestly I can’t say I wasn’t surprised that it continually gave me an invalid service order number. The Geek Squad associate then told me yea sometimes that error happens and to just keep calling to check my status. Hooray for more hassle.

     Before this incident I did all my appliance shopping at Best Buy. I don’t plan to ever return to you Best Buy again. I could have done this whole process through Microsoft myself. I could’ve bought my Xbox from the local all purpose store, NOT payed 40 dollars for a warranty through you guys, returned it to them and gotten in-store credit that day and bought a brand new one!

A disappointed Previous Customer

Jeremy G.{removed per forum guidelines}

[Dorothy-BBY Community Supervisor]

Hello jgrissom15 -

Welcome to the Forums!  John, one of our Community Connectors, will be reaching out to you regarding your concern, in the next day or so, at the latest.  Thank you for your continued patience!

[jgrissom15]

Today I was told that it could take another 2 to 3 weeks.

... Are you serious? I've never been so angry with a store in my life.

[sorglos]

Good luck. Have the same thing going on in Topeka.

At least you are getting some "info".

Its ridiculous.  Better off to take your chances with microsoft themselves.

[jgrissom15]

One funny thing that happened is that the manager at that Best-Buy said he can give me a "loaner" program So that if I buy a new Xbox right there he will let me return it for a full refund. To which I responded, "That is fantastic! Do you know anyone who has an extra 350 dollars lying around to just get rid of?"

"You could put it on a credit card" he said

"Are you going to immediatly approve me for a Best-Buy credit card with 0% financing, 0% interest and no payements for 6 months?"

"I can't do that."

"I know."  At this point I am absolutly done making any kind of purchase that may need to be returned at Best-Buy.

[John-BBY Community Connector]

Hello Jeremy,

I was very disheartened to read about your experience around the Rapid Exchange of your Xbox.  While this program was designed to offer greater convenience for you, it's clear that this situation isn't meeting even our own expectations of good service, much less yours.  I offer you my personal apology for this frustrating and inconvenient situation.

I'd like to look into this further and see what I can do to expedite a resolution, but to do so I'll need some additional information from you.  Please watch for a private message from me with details.  To check your forum inbox, please sign in with your user name and password and click the envelope icon in the upper right.

Sincerely,

[gfloyd]

We are stuck in the exact same situation, with Best Buy blaming all their problems on Microsoft. Our Xbox that has also disappeared was a refurb unit that was replaced back in August and lasted a grand total of 3 weeks. File a complaint with Consumer affairs, I did.

[Nokia]

John is assisting him with his issue. Please do not encourage customers to seek outside assistance when their issue is already being resolved.

[jgrissom15]

I definitly filed all the complaints I could before I went here lol

[Adamtech Emerging Expert]

Are you working with John through private message?