Best Buy & Geek Squad Policies

[PDADoc]

My problems with getting satisfaction due to a defective item I purchased grow every day! A few weeks ago, I purchased an HP Pavillion Laptop (DV4-1435DX) which was eventually determined to have a defective hard drive. After waiting to hear from Best Buy customer service, I was instructed to return the laptop to a Best Buy store with my receipt and I would be able to exchange the machine for another one. The first place I went was my local store in Secaucus, NJ; that was a mistake. First off, the staff there are not professional and far too familiar with customers. I do not like having sales associates address me with "what can I get you, chief?" The Geek Squad employee I dealt with at this store, after hearing my explanation of what was wrong with the machine, told me that they couldn't exchange it because my two weeks had expired, even though they had indeed expired due to the lack of a prompt response from my initial query to customer service. He then proceeded to tell me that I should have purchased a product replacement plan if I wanted satisfaction. Unacceptable. Whatsmore, his response when I told him that I couldn't accept this was "makes no difference to me"; he was just this side of civil, as if he could care less, and rolled his eyes as he walked away. I went to another store located in the Fashion Center Mall in Paramus, NJ. They were much more professional and receptive to my problem. They offered to exchange my machine for a new one, but in such a way that I found unacceptable: I would have to return my damaged machine, they would process a refund, and then I would have to BUY THE MACHINE AGAIN!!!! That was unacceptable; why should I be forced to purchase the machine again when all that is required was an exchange???? I came in with my receipt, all was in order, I just want a machine that works properly. I rely heavily on my machine, and, having already divested myself of my previous machine, sending it back for any period of time is not an option. The irony of all of this is that paying for my machine went flawlessly, strangely enough, but when I need to exchange the defective item for a working one, the process is fraught with caveats and reasons why there is no discernible customer service. If nothing else, I plan to recount my experiences to David Pogue of the New York Times, and Walt Mossberg of The Wall Street Journal, as well as PC World magazine, so that any other prospective buyers know what could possibly happen to them. I purchased from Best Buy at the suggestion of a colleague, but I have regretted it from the start. At the very least, I hope someone there will take my remarks to heart and attempt to ensure that this does not happen to anyone else, even if I don't get the assistance I require.

[pacheco]

First, regarding the "familiarity with customers" issue, that should not be a problem. Sorry if you take offense, but I'd rather be treated like a person when I go into a store than some cookie-cutter sales script methodology thing.

Second, if the laptop had a bad harddrive and it was still within 14 days, don't bother with phonecalls or anything, just go into the store and exchange it. It's defective, why deal with it when you can get a new one for no extra charge. Also, how much was it outside of return policy? Usually if its only a week or two, managers make an exception if you behave rationally, but something that's over month outside of the 14 days return policy is not going to get exchanged without a fight, and even then it might not be.

Also, what was wrong with returning and purchasing the machine again? As long as its the same price, you should come out in the end even, meaning you didnt pay a penny extra, no need to throw a tantrum. Although BestBuy likes to help customers, they are a business, so in the end, its whatever's most beneficial to them.

Lastly, saying you're going to tell so and so from Channel 5 and Mr. Big-Shot from whatever is only going to burn bridges very very fast. Good luck with that.

Nothing I post is an official statment of Best Buy or Geek Squad, it is only a helpful opinion!

[Adamtech Emerging Expert]

Hi there and welcome to the Community! If the unit is 14 days or less old, exchange it in-store. There is no reason to service a notebook that is less than 2 weeks old.

[PDADoc]

I didn't respond right away because I wanted to provide as cogent a response as possible, as it seems to me that we're of different mindsets: "First, regarding the "familiarity with customers" issue, that should not be a problem. Sorry if you take offense, but I'd rather be treated like a person when I go into a store than some cookie-cutter sales script methodology thing." Listen, if you wish to deal with impertinent sales associates, then that's your choice; for my part, I do indeed take offense at a sales associate half my age referring to me as though I were one of his friends at school. Not only is it unprofessional, it's just plain rude. And not complaining when it occurs is tantamount to a tacit approval of the behavior. FWIW, I'm not the only person who has complained about this. "Second, if the laptop had a bad harddrive and it was still within 14 days, don't bother with phonecalls or anything, just go into the store and exchange it. It's defective, why deal with it when you can get a new one for no extra charge. Also, how much was it outside of return policy? Usually if its only a week or two, managers make an exception if you behave rationally, but something that's over month outside of the 14 days return policy is not going to get exchanged without a fight, and even then it might not be." You're assuming facts not in evidence. I did indeed just go into the store and attempted to make an exchange, which is where this all started in the first place. Once I ascertained that there was indeed a defective part, I promptly went to my local store. It wasn't outside the return/exchange policy initially, but ultimately it was a week outside once I returned from Europe, sans said laptop, which didn't make the trip due to said defect. "Also, what was wrong with returning and purchasing the machine again? As long as its the same price, you should come out in the end even, meaning you didnt pay a penny extra, no need to throw a tantrum. Although BestBuy likes to help customers, they are a business, so in the end, its whatever's most beneficial to them." Again, if you want to do this, that's your choice, but it's counterproductive, and even the Best Buy employees with whom I spoke admitted it made no sense to them. Also, who said I threw a tantrum? Not once did I raise my voice to anyone; I conducted my part of the discussion like a professional and a gentleman. Making an argument for an exchange doesn't have to involve invectives or screaming; maybe for you, perhaps, but no one I know. "Lastly, saying you're going to tell so and so from Channel 5 and Mr. Big-Shot from whatever is only going to burn bridges very very fast. Good luck with that." I'm sure that companies who abused or mistreated customers said the very same thing, until they ended up in the spotlight for said behavior. The bottom line is this: if you are not getting satisfaction for your problem, there are many outlets to avail oneself of to at the very least make sure it doesn't happen to anyone again. And finally, your remarks sound an awful lot like a defensive employee who's attempting to rationalize the series of events I initially described. It's my right to complain about the treatment I've received, just as it's your right to malign me for complaining. I just wanted to point out the flaws in your reasoning as they pertain to my particular case. I'll say no more on this issue.

[pacheco]

thats a huge wall of text, i didn't read it. can you paraphrase?

[Allan-BBY Community Connector · Accepted solution]

Hi PDADoc,

I have to start by saying that every representative of Best Buy® should be addressing you in a professional manner, and if they are not that is something their manager would like to know about.

It is true that a laptop computer purchased from Best Buy® can be returned or exchanged within 14 days of a customer taking possession of it, and any non-defective laptop returned or exchanged within this period would be subject to a 15% restocking fee. It sounds like this laptop is defective, which means that you should not be charged a restocking fee if our store in Paramus, NJ makes an exception to our return or exchange policy.

There are various reasons why our store in Paramus, NJ might need to outright return the purchase, and then have you re-purchase the laptop, in order to get you a non-defective laptop. I would need to get some personal information in order to get you the answers you deserve, and more importantly resolution to your issue. I am sending you a private message to gather that information. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,

[PDADoc]

Thanks to Allan's intervention and assistance, my issues have been resolved! Thanks again, Allan!