Best Buy & Geek Squad Policies

[pbroniec0201]

On February 15th I received a VIPER 4103 starter as a gift.  This item was purchased by my mother on your online website.  When I called Best Buy to schedule the instillation of this item I was informed that this cost would be almost $400.  Because the instillation was more than I could afford I needed to return it.

That was not my only disappointment, your customer service Supervisor, Shelia {removed per forum guidelines}, was far more disturbing.  On March 4, 2012 at approximately 5:11 PM (Central Time) I called your online ordering department to see what steps I needed to take.  My first contact was very pleasant.  She informed me that there was a 30 day return policy from the date it was purchased.  She understood that I was not the purchaser and had not received the product till after the 30 day time line.  She also acknowledged that the packing list/instructions for returns didn’t have the 30 day return discloser on it as well.  She was very empathetic about the cost needed to install the item but her position limited her on what she could do for me.  I requested to speak with a supervisor.  She transferred me without any reservation as well as provided me with the case number {removed per forum guidelines} for future use.

The next person was Shelia {removed per forum guidelines}.  Shelia was able to pull up my information and call using the case number. She also told me that since the product was purchased over 30 days ago I would not be able to return the item.  I explained the situation again (not receiving the item till February 15 and there not being a 30 return disclaimer on the receipt as well as the extreme cost to install the item) and she responded with “I’m sorry to hear that but there is no solution to your problem.” 

I find that to be a very disturbing statement.   I thanked her for your being sorry, but sorry is not helping me.  I asked for her Manager/Super Visor’s name.  She stated that she didn’t have one and that I needed to go through Corporate and send an email.  I responded with “If you had a problem with your TV would you be comfortable with just sending an email to the attention of “nobody”?” She replied yes.  I asked for the name of the person she reports to and she said there isn’t anyone she reports to, it’s just me.  So, apparently Shelia {removed per forum guidelines} (if that is her real name) owns Best Buy.  If so, why is she working on Sundays?

It is obvious that Shelia Marmix is not aware of your mission statement “Our formula is simple: we’re a growth company focused on better solving the unmet needs of our customers—and we rely on our employees to solve those puzzles. Thanks for stopping.”  

I’m sure you will be able to direct me to someone who can help me with my current situation, someone who is aware and embraces your mission statement.

The above was sent using Best Buy's complaint e-mail.  I just received an automatic email directing me back to bestbuy.com to review the return policies or I can call the customer care center... REALLY?!?  It also said if those two things didn't work than I should respond to this email... THIS IS CRAZY! 

[cooldude04]

I'm not going to be much help on this, as I don't work for Best Buy or know much. But I do have a question. Did they give you any specific reason why the installation would cost over $400? When I purchased my Viper 5901, it came with basic installation and I only had to purchase the immobilizer. The Best Buy store you spoke with doesn't sound right, in my opinion. I would suggest contacting several other Best Buys in your area and see what they have to say. What kind of vehicle do you have?

[pbroniec0201]

It sounded outrageous to me so I checked with an independent shop. Apparently a Ford Taurus needs several items before the item can be installed. The shop estimate was a little higher because they charge more for labor and for not purchasing it from them. Ugh! My brother had Best Buy put one in my mom's car a year ago and it was about $100 over the purchase price (don't remember the brand). It was purchased at the store and my brother was informed of the extras. They even gave him an estimate (based on her car) before he purchased it.

I believe Best Buy should alter their online purchasing for installation products. A process where you can input the car make/model and provide the customer with some kind of idea of what is involved.

The packing slip has a return policy section but doesn't say anything about the timeline.

Their customer service team needs to be better trained. There were several ways she could have handled this. Telling a customer there is no solution and that she doesn't have a supervisor is not the best.

Thank you for your suggestion and for reading my post. I sent a few emails to Vice Presidents listed on their website asking to be directed to someone who can help me. Long shot, but worth the try. I have heard back from one of them who has sent this to someone who should be able to help. His email was very sincere and asked that I keep in touch. Now that is impressive.

[cooldude04]

What year is the Ford Taurus?

[Ryan-BBY Senior Social Media Specialist]

Hello pbroniec0201 -

Jesse from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Jesse-BBY Community Connector]

Hello pbroniec0201-

I hope this finds you doing well and having a great week.

I am sorry to hear about your experience with Sheila and I appreciate you sharing this with us.  I also see that you currently have an open case with Jennifer from our Executive Resolutions team.  I would encourage you to continue working with her and I am confident she will be able to resolve this for you.

Have a great day.

Respectfully,