Best Buy & Geek Squad Policies

[grod]

So last night I head to BB to purchase a basic desktop. I knew what I wanted including model number and sku from looking through BB.com so as I look at the desktops in-store I find the one I was looking for and grabbed the box, I then asked a blueshirt if I can take it to a register and of course he said no. LOL So he then ask me if this is what I wanted and what I was using it for, personal business, the standard stuff they are trained to ask. I answered him polity and told him all I wanted was the computer.

The blueshirt starts to explain the GS services available, everything he mentioned I nicely told him no thank you. At this point you could tell he was getting upset because I was refusing everything. So he started saying things like, "so you don't want to make it faster.", "you want to be unprotected", "you want this computer that does not have anything and won't do nothing for you". etc, etc.... then he says well since you don't want anything I guess you don't care to hear about the warranty. I said I understand about the warranty but you are right I don't want that either. This is where he got more upset and started telling me "well, your on your own" our computers only have 30 day warranty and after that if anything happens you are on your own. I called him out on that and showed him the box which said 1 year parts and labor limited warranty (which is through the manufacture). He said that is through our (BB) warranty and since you don't want that you only get 30 days. LOL

After all this I smiled and said OK where can I check out. We went to the GS counter to check out and noticed the blueshirt filled out the order and marked a couple of services which included; Optimization, Anti Virus Install, MS Office and Install. We get a blackshirt to check us out and we tell him we are taking a computer but noticed some service were checked and we had said we did not want them. He then starts asking us why and the same stuff the blueshirt was telling us. He then starts asking me directly "so, do you have antivirus and anti spyware ready to install", "What happens when you mess it up" it was pretty funny how they all were pushing GS services. and for kicks I asked about the manufactures warranty once again and was told the same thing only 30 day manufacture limited warranty only.

I have read where people have this same issue and I think it's just something that is done by BB in general. It just depends how the blueshirts attitude is. I understand that some people are clueless when it comes to computers and need to be helped, but the bad part is they can be taken advantage of for services they don't need.

Oh and no, this is not the first time this has happened to me. Last year I purchased a laptop and same thing pushy bluehshirts. Last month my brother got an iMac and same thing they wanted to optimize and add antivirus and spyware to the Mac, and just two weeks ago another relative I went with purchased a desktop and again PUSHY BLUESHIRTS!  

So what's the deal with all of this? I know some of you will say that this is not protocol, but would this be a "store protocol" that the store manager has made? and why does everyone always say you have 30 day manufacture warranty? It get's pretty comical but at the same time it's just a waste of time, mostly mine.

Anyway just had to rant. Thanks for reading. 

[Locke]

I'm sorry to hear about the experience you had at a BestBuy location. As a Geeksquad® employee, I am not trained to be a salesman. I am here to fix problems and prevent them from happening. It is not my goal to ever sell someone anything they will not need. That being said, let me attempt to shed some light on the blue shirt who you were speaking with. Employees will ask you questions about what you want to do with the computer because they do not want you to go home and realize that the computer you purchased isn't working for all of your needs. I personally have told people that for their lifestyle, they need a better computer, but I have also told the older couple looking to buy a high end machine that a computer for half the cost will suit their needs just fine because all they wanted to do was read emails and surf the internet.

We don't work on commission. I can only assume that the services offered were to help you either immediately or down the line. At the time of purchase I know that adding an additional fee onto the price can seem a bit overwhelming, but as a technician who repairs computers, I understand that computers will have problems and it is better to be prepared to prevent the problems or be able to fix them yourself because problems always happen at the worst possible moment. Bestbuy want's you to be happy with your purchase, and you will not be happy when a virus destroys the operating system and leaves you without a way to finish the work you were doing on your computer. 

As a final note, most desktops will come with a one-year limited manufacturer warranty. I am not sure why an employee would try to de-value the MFG warranty and claim that it only lasted a year. I can understand though, why they wanted to talk about the Black Tie Protection. Once again, as an agent I see computers when they are in the worst of shape and I know what the MFG will cover and what it won't. I always recommend the BTP because a lot of the problems I see are software and not hardware. The manufacturer will only cover hardware defects. If you get a virus, the manufacture generally will not help you out. If your windows is corrupt they will not re-install it for you.

In the end, I apologize on the behalf of the BestBuy employees that were a little to pushy. This should not reflect BestBuy as a whole. If you live in the CA Bay Area, come to the Pleasant Hill store. I personally guarantee that if you asked for me by name I would help you out, give you my honest answers to your questions, and not suggest a single thing that you did not need after I asked you a few questions. I work for the customers first, and company second. I believe so much that the company is trying to do the right thing, that I am here responding on my own behalf never having been asked to answer questions outside of work, and I am here on my own time not being paid by the company for this response. 

*Some statements are based on opinion and may not represent the views of BestBuy. 

[srisangri]

Same thing happened to us last Mother's Day. We were sold a 'warranty' (a PSP plan) that is the EXACT duplicate of what the manufacturer offers. The kicker is that we paid for something that does not even cover our current issue. And it gets even better... they try to suck blood from stones, and when you do go back for repairs, Geek Squad folks act as if you're covered and then, when the computer is safely in their possession, claim that you have the 'wrong type' of warranty and that you would have to pay for the repairs out of pocket. If you refuse and just want your laptop back, no problem, you still pay shipping & handling. We just paid $35.00 to lose our laptop for THREE-AND-A-HALF weeks and to have NOTHING done on it. WOW, Geek Squad, you take customer service to a whole new level. 

No problem. Forewarned is forearmed. Watch the bad publicity I generate for you amongst my friends & relatives (guys and gals in IT, no less).

[stldude29]

"Locke" is just trying to be another salesperson using different tactics. These part time/full time bluseshirts are under tremendouse pressure from the supervisor and managers to offer and sell these services, so they will use pressure or guilt tactics to get you to buy them...they are NOT trained to do this, but do so cuz of the pressure. After a lot of experiences....I would NOT recommend the warranty on any computer, the only thing I WOULD recommend it on would be a flat panel TV or major appliances. As for the services, you can install anti-virus and spywear software...just pop the disk in and follow the prompts...also be sure to set up a routine schedule to virus and spywear scans in that software.  

[grod]

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stldude29 wrote: 

These part time/full time bluseshirts are under tremendouse pressure from the supervisor and managers to offer and sell these services, so they will use pressure or guilt tactics to get you to buy them...they are NOT trained to do this, but do so cuz of the pressure. 

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 Exatcly my thoughts on the whole "being pushy" stuff. A couple of months ago I was in the store and remember hearing the blueshirts and GS guys and girls talking about a little contest the manager was having which was, who ever sold the most warrantys would get a PS3.

So obviously they are not trained to push the "extras" but in fact push it themselves because of quotas, contest, etc...

and as far as the 30 days manufature warranty. I always hear them say this not only to me like when I purchased the desktop, but to other customers as well. Example; Some customer was buying a Wii and he was told 30 days, another a digital camera 30 days. And they mean warranty not a return policy.

I just want to be able to to into the store and get what I need and get out. If I have a question I will ask. If you must ask me if I am looking for something please do and I will tell if I do need help or not.

 I plan on purchasing on those cheap Insignia HD flash camcorders this week. I am just glad those are out for you to grab, that way I can go in get it and head to the checkout. LOL 

[sup3rmark]

Honestly, though, Best Buy gets a very wide range of customers. Some show up very prepared and very knowledgeable about the products and the services, as well as the service plans (which, for the record, are not warranties). Most, however, are not as prepared, and there is still a large portion of customers who would be uncomfortable installing software themselves. While this kind of experience might be unwelcome to you, some might expect such service. Granted, they maybe should've backed down once you said you knew about the services and were all set, but there are still customers who say that and then are told about something they hadn't thought of looking into yet.

MFG warranties are generally one year on computers, but the Geek Squad Black Tie Protection covers many things that the MFG warranty does not: A/C adapter replacements, battery replacement, heat and humidity damage, dust damage, power surge protection, and the BTP also includes the no-lemon policy (if your computer is sent to the service center for repairs four times for related issues, the computer might then qualify for a full replacement). Also, the service plan can also cover accidental damage (if you opt for that) such as drops, spills, etc., which are very, very rarely covered by manufacturers' warranties. Even if the service plan was only for the time the product is covered by the MFG warranty, there are still benefits to the Black Tie, but the BTP on computers is offered for two or three years, doubling or tripling the MFG warranty coverage. Many customers say that they "know a guy" or "have an IT person" they can get to fix their computers, but while that might cover labor, they'd still have to pay for parts. I will point out that I am a Geek Squad Agent, so I've got a step up... rather than "having" a guy, I AM the guy, and I still bought a service plan for my new laptop.

And honestly? There isn't "tremendouse [sic] pressure from the supervisor and managers to offer and sell these services." Many employees witness firsthand the problems that people experience with computers, many of which are preventable or repairable, and most of which can be prevented or repaired by the Geek Squad. We prefer the prevention for everyone's sake (especially the customer's), but if necessary, we'll take care of those in need of repairs, too.

[Rrrrrrr]

As was said in an earlier topic like this, if a customer says no thanks, then stop pushing it. Tellers should NOT be selling anything, just ringing up the sale.

[MobileExpert]

Rrrrrrr, I believe you mean cashiers (a teller is employed at a bank) and I completely agree with you. All they should be doing is ringing you up. Fortunately, BB does not employ any cashiers. Every person in the store is a sales associate and is expertly trained to meet the needs of our customers end to end, and to provide the complete solution. Every person plays their part, and every person is a piece of the puzzle.

[stldude29]

NO they are not trained to be pushy. YES they are trined to sell them and YES they are under a ton of pressure from the management. I know from firsthand experience.

[Elizabeth-BBY Community Supervisor]

Hi again, grod!

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.