Best Buy & Geek Squad Policies

[leo730]

What do you accomplish by calling an angry customer immature?  Do you expect a civil answer?  You are asking for more anger and "immaturity" in return.  The guy is obviously angry, leave it be and let the real employees handle this.

Look, I don't agree with the OP whatsoever and I would never, ever make a post like his.  But in the very least, I understand people get angry and make comments that they otherwise would not make.  There is no point for me to call them out on it while they're still angry.  To think that everyone should and will speak in a conservative manner when they are upset over bad service is immature in itself.  The single act of calling someone "immature" is no better than calling someone fat.

I have seen very few regulars around here actually being constructively helpful.  You only think you are.  That is not how us angry, upset customers see it.  A TV shocks someone, a regular asks if it's faulty wiring in the house.  Yes, because we are all too stupid to realize there's faulty wiring in the house after years of living in it.

A lap top gives us problems even after trying recovery cds and re-formatting.  A regular asks if we dropped the lap top.

We try to return something we bought online to a store.  A regular says BB online and BB stores might as well be separate entities.

Must I go on?  How is this being helpful?  It is downright insulting customers' intelligence at times.

The OP said the GS agent asked if he tried the recovery cd when the OP already mentioned he did.  Why aren't you saying anything about that?  What's worse?  Calling someone fat out of anger or calling someone (underbreath, which makes it even worse) stupid in what began as a calm situation?

My opinion is that both the OP and GS agent were in the wrong.  What's unacceptable to me is that the OP is a customer and the GS agent is the employee.  Treat customers like they're immature children and they will likely react with anger.

You say you're in customer service.  Great.  Then you should know not to anger an angry customer any further.  Calling them out for their faults is not a good way to calm them down.  That's how the cookie crumbles in Consumer/Business relationships.

Just look at your response.  You said you look at both sides, yet the only thing that you noticed in the OP's post is the fact that he called an agent "fat".  You totally disregarded how the GS agent was being condescending to the customer.  You also disregarded the fact the agent was not helpful with the lap top even though the OP spent his money on the protection plan.  As a customer service adovocate, you should concentrate on the problems with the service and product problems.  Not how the customer is being immature.  You won't solve anything that way.

The actual Best Buy employee that responded in this thread did it the right way.  Learn from it.  Then maybe you'll actually end up being a customer advocate like you claim you are.

[AGENTG]

"If the OP was treated badly than YES they deserve an apology, they deserve to complain"

I remember saying that.....

Anyway, this is pointless. We all have the right to our opinions, I made mine, and I'm done getting bashed by you for it! Have a nice day and I hope that the mods find you resolution on YOUR thread!

OP: If you were treated badly in BB/GS I understand your complaint and would agree. I simply did not agree with the way you complained. If my opinion offends you, than I apologize. It was not my goal to offend you, but to let you know that how you worded your post was offensive to others. The mods are GREAT at finding resolution for customers! I have faith that they will help you in any way that they can! Best Wishes.

[QuirtEvans]

Imho, Leo's right.

The OP was angry, and was unnecessarily insulting.  But he was angry, and angry people sometimes fly off the handle.  And he is, after all, the customer ... you know, the guy with money in his picket?  The one you're trying to convince to spend that money at your store?  

Customer service people aren't supposed to allow themselves to get angry, or to respond in kind.

After reading a few threads, it seems as if there are a few regulars who reflexively defend everything Best Buy says or does, and make it their mission to criticize people with complaints.  It's one of the first rules of debate.  If you can't attack the substance of the argument, attack the person making the argument.

Yeah, the OP's remark was uncalled for.  We can all agree on that.  Now can you move on to discussing the substance of his complaint?  

[leo730]

Why are you getting angry towards me?  I criticized your posts the same exact way in which you did to the OP.

Just like you don't agree with how he went about with the complaint, I don't agree with how you and others post comments to further upset customers.  Nothing personal as I'm sure a lot of you have great advice to give.  Just not in this section.  I still firmly believe that this section should be left for the mods to handle since they are doing a dang good job at it. 

[AGENTG]

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leo730 wrote:

Why are you getting angry towards me?  I criticized your posts the same exact way in which you did to the OP.

Just like you don't agree with how he went about with the complaint, I don't agree with how you and others post comments to further upset customers.  Nothing personal as I'm sure a lot of you have great advice to give.  Just not in this section.  I still firmly believe that this section should be left for the mods to handle since they are doing a dang good job at it. 

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I'm not angry at you in the slightest bit!! As the poster before you stated, it is debate! It is discussion! That's all. I just did not want to keep going back and forth taking away from the reason the OP posted. You and I can go on forever on another thread of our own if you like! LOL

[leo730]

Not a problem with me because I love debating.  Look, I mean no harm as I'm sure you don't either.  I am simply trying to let you and others know that some of the remarks that you guys make is upsetting.

Just like in my thread, someone posted something about how the delivery/stocking works.  I didn't ask for that explanation.  It's another excuse to me, and trust me, I've heard plenty from said delivery crew.  You see why I, as a customer, would be upset about that now?  You add insult to injury when you post stuff like that whether or not you really meant to defend BB.  Most of these complaints around here have to do with bigger purchases well over $400.  Mine in particular being a $2,000 purchase.  Even people that were more than willing to drop a large sum of cash for a TV, but didn't due to lack of service.  So yes, this makes us touchy.  It even makes some of us fly off the handle and make remarks that we really don't mean.  Let us complain to Best Buy and let the mods handle it.

The absolute best posts around here are the ones that state that they are sorry for what happened and are sure a mod will help.  Comments like that throw water into the fire rather than fueling it.

Sorry that this thread was hijacked.  I figured it's okay since the mods already made contact with the OP.  And I look forward to being a constructive member of these forums whether or not my own issue gets resolved.  I've already started by contributing to the TV section

[Elizabeth-BBY Community Supervisor]

Given the discussion taking place on this thread, I wanted to remind everyone that we ask everyone to be respectful when engaging here - insulting someone who's insulting someone else is JUST as bad as the original offense.  Continued attacks and violating posts may be removed.

Per Community Guidelines:

"Please be courteous and respectful to everyone engaging on the Forum.  Everyone wants to have a fun and positive experience with the Forum.  Specifically, refrain from submitting anything unlawful, libelous, defamatory, obscene, pornographic, sexually explicit, indecent, lewd, harassing, threatening, violent, racist, abusive, harmful, invasive of privacy or publicity rights, inflammatory or otherwise objectionable or injurious to third parties. Please also refrain from submitting any content intended to exploit, solicit, or harm minors. Your opinions are always welcome, but personal attacks and harassment ("flaming" ) in either the Forum or through private messaging is not acceptable."

Thanks, everyone!

[SlimJim77]

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leo730 wrote:

Wait, wait...

How is it that you guys are knocking the OP for calling a condescending Geek Squad Agent fat?  The GS Agent can treat the customer like a brainless life matter, yet you get upset that the OP is calling him fat?  Since when did FAT become an insult anyway?  Fat people call themselves fat.  If a FAT man commited a crime and a police sketch artist asked you to describe him, how would you do it?  An extra-wide man?

Yes, the OP said it in an aggressive manner, but can you really blame him for being upset?  If someone was condescending towards me, I will put them in their place too.  I'm sick of people talking about maturity when they, themselves are immature.

Lets look at the facts here.  I see countless forum regulars coming in this section looking for ways to defend Best Buy against consumer complaints.  When they get called out on it, they make statements like "I am just stating facts".  Get real.  You're defending BB whether or not you say it outright.  You guys fish for reasons to make the customer look wrong, dumb, or ignorant.  How mature is that?

Do Best Buy (since you love them dearly and think they can do no wrong) and the wrongfully treated customers a favor... STAY OUT OF THE POLICY FORUMS and let BB and GS do their job!  All you accomplish by posting your biased remarks in here is anger the customers further.

As messed up as my experience was, I am seeing the ACTUAL BEST BUY EMPLOYEES around here doing a dang good job resolving issues.  All of you regulars need to let them do their job.  Stop angering already angry customers because you are going to make these great employees' jobs a lot harder than it has to be.

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It is clearly a shock to you, Leo, that there indeed two sides to every story. Who are you to limit travels of registered users in this forum? I dare you to take your own advice, and let the moderators of this forum police the activities within.

[Aaron-BBY Community Connector]

Hello emerydd,

Repairs are rarely a welcome prospect, so I can imagine how frustrated you must feel to be experiencing difficulties with your laptop.  Although I do not know why you would have encountered any obstacles working with the staff at your local store, I apologize for any inconvenience you may have encountered.  Your disappointment at discovering that Windows needed to be reinstalled when your computer was recently returned from service is also understandable – I would be equally disappointed in a similar situation.

If you are still having trouble with your laptop (and have not already done so) I would encourage you to bring it back to the repair counter at your local Best Buy store.  Once there, I would invite you to send me a private message with the new service order number provided by the store and I would be glad to see what can be done to assist you.  You can send me a private message by signing into the forums and clicking on either my signature below or the letter icon in the upper right-hand corner of the page.

[leo730]

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SlimJim77 wrote:

It is clearly a shock to you, Leo, that there indeed two sides to every story. Who are you to limit travels of registered users in this forum? I dare you to take your own advice, and let the moderators of this forum police the activities within.

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I'm not limiting anyone's travels.  All I am doing is expressing my feelings towards posts that I feel is biased.  Whether you choose to take me seriously or not is your choice.

You are correct.  There are always two sides to every story.  The actual BB mods around here are able to get both sides of the story by contacting the stores and people in question.  This is something that none of us non-employees can do.

It's obvious that some of the regulars are offended by my posts.  Now you know how it feels to be on the receiving end. 

With that said, a mod asked us to stop this banter.  Something you disrespected and something I am doing right now too.  Sorry, I can't help but respond to attacks towards me.  Maybe it's because I'm immature.  This will be my last post of this nature.  Have a nice day.