Best Buy & Geek Squad Policies

[benganzel]

I wanted to purchase the Dell Studio 1555 that was in this week's ad (SKU 9353353) for $599. Turns out that my local store (Stevens Point, WI  1052) is the only store in the area that has them in stock. I was ready to purchase on the spot until the sales associate tells me that the only one (or ones) they have in stock is "Geek Squad Optimized" and it costs $40 extra. I asked if they had any that weren't "optimized" and I was told they didn't and they don't expect any in stock. I asked to speak to the manager who informed me that he can't do anything about the optimized price of $40. I had my Best Buy card in hand, ready to buy at the advertised price, and they still said no. Well, I'm not happy and to get the laptop at the advertised price, I'd have to drive over 50 miles. Forget that. I'll keep my money and take my business elsewhere if they aren't willing to do anything. Anyone else have this problem with their local BB? For me, this laptop was being purchased so I can telecommute to work and to replace my broken laptop... My firm's IT guys have to go in and wipe it clean and install XP and their security software, so even if I paid for the "optimization" it's a waste and I won't be reimbursed for it.

[benganzel]

I called BB customer service and they made it *mostly* right, as in I have to wait 4 days for a "non optimized" laptop to be shipped to the store from the district warehouse, but at the very least I did get the laptop for the sale price listed in the ad. Had they offered that to me in the store I would have gladly ordered it on the spot rather than wasting 40 minutes of my, a telephone rep's, and a local store employee's time complaining about the issue and ordering over the phone. Yes, I realize that the return was barely worth it, but it's not right to have to deal with Geek Squad's bait-and-switch BS, especially if it's against policy for them to not honor a customer's request of this nature anyway.

rant

*I'm still a little bitter over the whole thing... I don't see how they justify charging $40 extra what amounts to little more than an "open box" item.*

/rant

[Adamtech Emerging Expert]

We do a lot of work to the machine for that $40 charge.

[Nokia]

The opto is definitely useful for many customers, but no one should be forced to get it. I think what is happening at many stores is that presetups are done, and then the GS precinct feels like they wasted their effort if they just remove it.

[benganzel]

That may be, but when you don't need it or don't want it, it shouldn't be forced on you... Especially if it's being advertised at a certain price point, or if its the ONLY one they have in stock. If they're going to come that way already, they should just advertise it. There was NO mention of it anywhwere until I said wanted to buy one. Smells of bait-and-switch to me, and only after complaining to 888-BESTBUY did I get the advertised price.

[UnhappyBBShoppe]

It happened to me too at the San Antonio TX store at Loop 410- claimed they only had one of the laptops we wanted left - but our fee cost $99.99, and when I got home, I still had to install about an hour's worth of updates and other items.  A total waste of money and as seems to be BB in-store policy they said  it was take it or leave it.  Be glad you left empty handed, I think it was a wise decision.

[SlimJim77]

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Nokia wrote:

If you search this forum, you'll see that this is happening at other stores. It is a form of inboarding and is completely against corp. policy. The store must remove the opto if the customer requests it.

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Nokia...out of respect for Liz, I'm going to censor my REAL thoughts on your statements. If you're going  to speak on "corp policy", you should at least be accurate.

You, again, have made a mockery of your fellow BBY employees by suggesting dishonesty at the store. You are in no position to speak on the motives of the store.

Real policy regarding this issue is to REMOVE NOTHING. The sku for the laptop is processed alone.  If added services are refused, the sale is processed as if services never happened. Do not expound  things know nothing/little about.

To the originator of this thread....the moderators of this site will be in contact with you regarding a resolution to this matter.

[Nokia]

If a customer doesn't pay for something, they're not supposed to get it. So, if they refuse the opto, it should be removed. Yes, it can be sold without removing the opto, but that's up to the store.

I stated that as my opinion. I cannot see any other reason for doing this. It is inboarding, and is totally against policy.

[Starflyer59]

Simple fix to this constant problem. DO NOT OPTIMIZE COMPUTERS UNLESS THE CUSTOMER REQUEST IT.

[benganzel]

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Starflyer59 wrote:

Simple fix to this constant problem. DO NOT OPTIMIZE COMPUTERS UNLESS THE CUSTOMER REQUEST IT.

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Agreed. That would fix the problem 100%. Not to mention when I buy something *new* I want to be the one to open the box, I don't want to buy a box that has already been opened unless I'm getting a discount.