Best Buy & Geek Squad Policies

[Dorothy-BBY Community Supervisor]

Hello benganzel -

Thank you for sharing your experience.  Aaron from our Community Connector team should be reaching out to you shortly.  Thanks!

[cjkuhlenbeck]

To me, this is like walking into a store and complaining that they're out of stock of an item...which makes no sense why anyone would feel "betrayed" because they signed every form handed to them (BBCard, RZCard, etc). Im not trying to sound like a troll here, but its simple, they had optimized and regular, they ran out of regular, so they offered you the alternative...optimized. I just bought a notebook, and they offered me the optimized, i turned it down because i hate vista, but had that been the only option, i wouldve selected another computer, or just simply paid the 40 dollars if i decided i wanted that specific notebook enough. It's 40 dollars.....

[benganzel]

The point is that "optimized" isn't an alternative. They have the laptop in stock, but they don't want to sell it without an optimization. I've heard plenty of people asking for systems without the optimization and they're told they don't have any in stock. Even if I wanted to pay the "only" $40,  honestly, what's the point? Why would anyone pay the $40 for the optimization when it includes a free upgrade to Windows 7? Those "optimized" settings aren't going to mean crap once Windows 7 is installed on-top of it anyway. Not to mention that the laptop is getting completely wiped by my firm's IT guys, so again... Pointless. Easiest solution, don't pre-optimize the laptops.

[Aaron-BBY Community Connector]

Hey benganzel,

I’m not quite sure why you would have been informed that it was not possible to purchase a pre-optimized computer without the optimization services, but I apologize if you found this to be the case.  It is Best Buy’s company policy to restore computers to their original factory specifications if customers do not wish these services, and it should not have been necessary for you to wait for another to arrive if one was readily available on-site.  Rest assured that management will have the opportunity to review the situation.

I’m glad to hear, however, that our Consumer Relations department was able to partner with you to find a resolution to this issue.  If you are still in need of assistance please do not hesitate to let me know.  You can send me a private message by clicking on either my signature below or the letter icon in the upper right-hand corner of the page.

I have also responded to your “Xbox 360 RROD” thread, so make sure to check there for additional information!

[liriana]

Ew.  I definitely wouldn't purchase a computer that had previously been open without getting a good discount!  I would suggest that if a person wants their purchase to be optimized, they should call ahead or set aside the time to have it done.  After all, they are paying for a service that is in addition to what the purchase price is.  That customer should expect it to take some extra time.  The rest of us should not have to get a product that has been opened and messed around with just incase someone wants their's optimized and doesn't have the time to wait around.  Additionally, I would think it would be more prudent for the Geek Squad associates to be able to spend the time that would have been spent optimizing products that may need reversals, and therefore were a complete waste of time, working on the problems and jobs that do come in from customers that definitely have work that needs to be done.  Saves money, saves time and the customer who wants that extra step done might get their item processed faster because the Geek Squad was able to work on other things in the queue (rather than wasting time optimizing extra machines) and are available to optimize the machine.

[Nokia]

Doing or removing an opto doesn't take a lot of labor, just time. Both processes are automatic.

[liriana]

oh ok.  i thought it was time and labor hehe.

[JustusRyan]

It is both time and labor.

[Nokia]

The agent isn't sitting at that computer for an hour or two doing the opto. It's an automated program that runs.

[JustusRyan]

No, they're on several, but its not entirely automated and click and go. An agent still needs to be involved.