Best Buy & Geek Squad Policies

[sjavery]

Since June 13 we have made 3 major purchases with a cost of $1540.00.  First purchase was a camcorder, that took two returns and the purchase of an extended warranty to get a working camcorder. Sales representatives were great with all of those transactions.  Next we purchased a new computer.  That took three returns, and also ended with purchasing an extended warranty.  Sales reps were wonderful.  We had to then purchase a new monitor, because our current monitor would not work with our new computer.  Wish we had been informed at the sale that we needed to upgrade our monitor..But still that's OK.  The monitor appears to be defective according to the geek squad folks after we described the problems we have been having.  Haven't had time to deal with this problem yet, at least it's still under warranty. Our new camcorder worked well for 3 months, then abruptly quit.  Would not turn on, the battery would not even charge.  When I purchased the extended warranty on the camcorder I was told, and I quote, "Your grandson can pour his orange juice on this camera and you will get a new camcorder.No questions asked!!"  When I returned yesterday with a non functioning camcorder I was eventually given to the supervisor, Lauren.  I have never been treated so rudely in my life.  I told her I wanted a new camcorder and I asked her to have the sales rep who sold me the warranty, and who was standing across the room to come over and confirm what she had told me.  She let me know in a very sharp tone, " nothing she says is going to change what we are willing to do for you in this instance."  Im finished with best buy. My husband will have to pick up the camcorder, which by the way will take at least 2 weeks to repair and if they can't repair it, we MAY get a new one.  We made all of these purchases because we learned we were having a grandchild and we wanted to document the blessed event and share it with family.  I suggest that best buy send Laura in Lexington Ky back for another class on customer service.  Incidentally, the woman who was inline after me, was returning the exact same camcorder for the exact same problem.  My grandson is due any day, and we will not have any videos of his arrival..The cost to me for dealing with best buy??? PRICELESS!!

[Phil]

WOW! That's crazy! Sorry that it happened at this time of all, once in a lifetime type experience. I know you're upset but from having personal bad experiences at many different stores or food chains, the only suggestion I can make is to not judge a whole company because of one person, or one store. I understand every person working for a company/store represents them and should set a great example of customer service and customer satisfaction, but at the same time, it's not fair to the others who represent the company well and/or do everything they can to keep you happy! Not choosing sides, and again, sorry you had to go through that, because it's still unfair to you.

[Dorothy-BBY Community Supervisor · Accepted solution]

Hello sjavery,

I first want to congratulate you on the upcoming birth of your grandson!  How exciting! I can completely understand how frustrating the situation you described can be. No one wants to miss a momentous occasion such as that!

A Performance Service Plan (PSP) is a plan to repair your unit, not replace it.  It is upsetting that a representative may have led you to believe something different than that.  We do offer replacement plans, however these are not available for camcorder units.

I was sorry to learn that speaking to a supervisor did not help alleviate your frustration or provide you with acceptable solutions; it is never acceptable for a representative in our stores to exhibit rude behavior.  I have forwarded these comments on to help ensure that your experience remains the exception rather than the rule for our customers.

Given the special circumstances of this situation, I would like to try to find a suitable solution for you.  In order to do that, I will need some further information. Please check your private messages and as soon as you respond to me, I will look into it and follow up with you.

I look forward to hearing from you.

Thank you,

Dorothy

Community Connector

Best Buy® Corporate

[sjavery]

Dorothy, thank you for going a long way in restoring my confidence  in customer service at best buy.  I have sent the information you requested if you don't get it please let me know, and thanks again.....Sherry

[sjavery]

Thanks for the post.  Point taken.  I think I did mention that most of my experiences with other employees was very good.  There is still that old saying,...."one bad apple"  Sometimes the experience can be so negative that it may cause you to take your business elsewhere.  My other concerns with this company is, why do there have to be multiple returns on everything we have purchased there?  I don't understand that.  I will say I appreciated the post I received from a best buy customer service representative.  That has helped tremendously.  Anyone who is placed in a supervisory role should set an example for the others she had working under her.  The supervisor is supposed to be the best and most experienced person available to help you.  If she continues treating customers the way she treated me, we will be hearing from other unhappy customers as well.  I am feeling better about best buy..Just hope I get my camcorder before the baby arrives. So far, so Good

[sjavery]

I must say, I was not prepared for the response I received from Best Buy.  I got a response to my complaint within  48 hours and they went out of their way to resolve my problems.  I was asked to return to my local best buy and pick up a new camcorder, something the senior customer representative was not really required to do, but he did it anyway.  Thanks Michael Blanton!!  A very special thanks to Dorothy from the best buy community forum.  I am and will be forever grateful for the wonderful service.  I think I will be staying with best buy and it's nice to know that one bad apple doesn't always spoil the whole batch!! Sincerely, Sherry in Lexington Ky

[DontTazeMe]

I experienced the same attitude on the phone with Best Buy customer service today...."very sharp tone".  Quite unfriendly.