Best Buy & Geek Squad Policies

[vba-dev]

I'm posting this in the hopes that a reasonable, thinking representative from Best Buy will see it and apply some common sense to the problem.

I just received extremely poor customer service on the phone with Customer Care. I ordered a laptop on the phone with the Windows XP Professional "downgrage". It arrived with Vista Home Premium 32 bit. Customer Care was of no help.

Steve in Customer Care basically called me a liar and stated that if I wanted Windows XP I'd have to go buy it.

I do not appreciate being treated like an idiot by someone young enough to be my son and who doesn't possess the bare minimum product knowledge required to effectively handle a customer call. The boy needs to find a career path he can handle.

I need to know how to return this item so that it can be configured the way I ordered it, WITH an OEM Windows XP License sticker affixed to the machine instead of the Vista Home Premium license sticker it's sporting at the moment.

I am a professional software developer and am, naturally, quite particular about the operating systems and applications I purchase. For a snot-nosed moron to argue with me on the phone about it is ridiculous enough. To then be told that "my manager will just tell you the same thing" is infuriating. I know precisely how I ordered the thing, and I don't take kindly to having my time wasted by someone who should never have been hired.

Please have a professional, knowledgeable associate contact me regarding return procedures, and with a contact so that I may complain to corporate about young "Steve". His "floor lead", John, seemed indifferent as well.

I've just purchased a pricey camcorder as well. I may just take you folks up on that new holiday return policy, return these purchases and take my business elsewhere.

If I can't get prompt, satisfactory results on the issue with my recent order, I'll be doing just that.

[Aaron-BBY Community Connector]

Hey vba-dev,

I’m sorry to hear about your recent experience! I certainly understand how frustrating it can be for a product to arrive, only to find out that it isn’t what was originally expected. I also do apologize if you ran into any difficulty when attempting to resolve the problem. I would like to assure you though that this is not indicative of the type of service Best Buy® strives to provide its customers.

Like many other retailers, Best Buy® started to phase computers with Windows XP preinstalled out of its inventory quite some time ago – nearly a year ago, in fact. While some computer models with Windows XP may still be available through Best Buy® for Business (BBFB), the vast majority of computers currently sold by Best Buy® retail stores, BestBuy.com and our phone sales department will only be available with Windows Vista.

Remember though that if you are not satisfied with your purchase – or feel that you have received the wrong item – you may always return it within 14 days of delivery. Additional information can be found in the Returns Basics FAQ on BestBuy.com, but please feel free to send me a private message if you have any specific questions or concerns.

Hope this helps you out!

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

[vba-dev]

On the contrary, Aaron. It is indeed indicative of the type of service provided when calling Customer Care.

I assume, after some research, that the sales rep simply erred in quoting, and selling, me a laptop with the XP downgrade. Your business unit does still sell laptops with XP. It is true that consumer models are Vista only. That of course is due to your agreement with Microsoft. Their strongarm tactics are applied to all OEM's and vendors, unfortunately.

This will backfire because Vista is truly a piece of crap...pardon the expression.

At any rate, I returned the unit to a store and was refunded most of my money. They refused to refund the shipping I paid.

A reputable seller would have refunded every penny paid if the error was theirs, which it was.

The $19.95 I lost, however, I consider a small price to pay for the valuable lesson - to take my business to Fry@s or some other establishment.

Message Edited by vba-dev on 11-21-2008 04:24 PM

[Aaron-BBY Community Connector]

Hey again vba-dev,

Because of the difference in how Best Buy® stores and BestBuy.com track their inventory, your local store would not have been able to offer you a refund of your shipping charges – that is something that can only be offered by BestBuy.com.

I would like to provide you some additional information though, so please keep an eye on your private messages for further communication!

Thanks,

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.