Best Buy & Geek Squad Policies

[chesman2k1]

If you plan to go to the Geek Squad Best Buy in San Jose off Curtner Ave. DON'T! If you do, please watch out for the supervisor of Geek Squad, Jordan Nobriga. He is by far the worst supervisor of Geek Squad. Trust me on this. I'm not bad mouthing a guy for no reason. He seriously doesn't deserve to be at his position in customer service! If you want to know my story, read on. It's long, but I have to do my part and watch out for other loyal Best Buy/Geek Squad customers like myself.

I have been to many different Geek Squad locations and this is the worst I have been to. I went there tonight and left disgusted because of the treatment from the supervisor.

I have spent about a total of $20K on high ticket item purchases from Best Buy and I have always purchased a Product Service Plan to cover in case of accidental damages. The item I was returning was a camera package which I purchased for $1,425. I had spent an additional $170 for a 4-year product service plan. The camera I purchased had a malfunction. As a pro photographer, I couldn't take pictures at the most crucial moments I needed to. So, I went to Best Buy to have it repaired under the service plan I purchased.

I had been to 2 previous Geek Squad locations earlier in the week to gain more information about servicing the camera under the warranty. I also did research on the internet about the problem. I went to Geek Squad in San Carlos and Milpitas. They told me it would take 2 weeks at most to figure out if it can be repaired. If it cost more to repair than to replace it, I can get the camera replaced with a new camera. The other 2 Geek Squad stores told me that I could have a chance to get my camera replaced the same day under special circumstances. They told me that I needed to do was go to the original location where I purchased the camera, let them know of the problem and ask a Geek Squad rep to call its Repair Center to make an assessment of the problem and determine whether I send my camera back for repair or get a replacement camera. So that's why I went to the Geek Squad off Curtner Ave. in San Jose to have this done.

When I got to the Geek Squad service counter, Jordan was the one who I had to work with. From the second he was working with me he had zero customer service. He was not making eye contact when I was telling him of the problem, this showed me he probably wasn't too interested in helping me. When I started to ask him some questions, he flustered his words and was looking at the cash register as if the register was the customer. He had NO communication skills and I thought to myself, this guy is very rude and questioned why he is a supervisor. I knew then he wasn't interested in helping me. I then begin to look for his name so I can note it if I had to talk to someone else--he had no name tag.

As I continued to ask more questions to better understand my warranty my options in which I paid $170 for as a best buy customer, I noticed the continued lack of attention and actually witnessed him grab his personal cell phone from his side pocket and actually witnessed what looked like him reading a new text message. Of course my frustration just got worse and worse. What escalated to another level is when I mentioned that I have been to 2 other Geek Squad requesting the same help, and they told me to go back to the Best Buy I purchased my camera originally and speak with the Geek Squad rep where I can have them request to call the Repair center to evaluate my situation. That's when he said I quote "that is a  waste of my time. I've been doing this long enough to say that it will be a waste of time."

I then tried to repeat myself more aggressively this time and continued to request him to call the repair center to get an assessment of my product. With a frustrated sigh, he furiously grabbed the contract and paper work and said "I will not help you! Go to another Geek Squad location and I will not send your product to get serviced!" He then threatened me saying,"I will have you kicked out because you are being difficult!" I never raised my voice at him first and this is how I am treated? So I am being difficult because I am following what other Geek Squad reps told me to do?! I bought a $1,425 camera and paid $170 of warranty from Best Buy for this treatment?!

When I asked for his manager he said he wasn't there. Minutes later I find out that he lied and his manager was on the floor. I eventually spoke with the Manager, Chris to complain. Chris was professional and showed great customer service. He showed concern and apologized for Jordan's immaturity.

As a supervisor, he has a big ego, but only a small title. With the high unemployment, I hope Best Buy fires him and gives his job to someone that's more deserving for that title and actually has customer service skills.  

I hope Best Buy's Manager Chris does more than just warn him because in the long run, Best Buy will suffer financially because of his lack of customer service!

Message Edited by chesman2k1 on 01-08-2009 08:46 AM

[justathought]

Chesman2k1,

  When you said that"Jordan" would not look you in the eyes while talking with you, it reminded me of my daughter, who suffers from Pervasive Developmental Disorder N(to)O(otherwise)S(specified), which is an Autism Spectrum Disorder. Asperger's Syndrome is probably more well known.

  These people can be interpreted as very rude and obnoxious when they are out in the general public. They are prone to very noisy outbursts and I can't begin to tell you how may times I have wished I could put on an invisibility cloak and disappear. Many of them are highly intelligent, often becoming scientists, surgeons, etc.

  The problem is that they were unable to learn social skills (reading expressions, listening for voice inflections, etc.) while growing up, even though I did my very best to teach her.  Often these kids grow up and have an obsession in one certain area and can recite a litany of facts to you.

  Perhaps this "Jordan" has one of these spectrum  disorders. These kids do grow up and usually do not fall under SSI guidelines because their IQ is too high. So, they have to work, and they are usually utter failures when it comes to working with the general public ad they are unable to empathize.

  But, then again, "Jordan" could just be a jerk...

[Chris_BB-GS]

Perhaps you were having a bad day and it seemed like the manager was being rude. Here is my suggestion, go back to the store and offer your hand to Mr. Nobriga. Perhaps apologize and he will return same. 

Thanks for shopping at Best Buy. 

[chesman2k1]

I was not having a bad day at all before going to the Curtner Ave, San Jose, CA BestBuy. A person can usually tell if another is being rude to them. Asking a question to better understand the Bestbuy repair policy and procedure is a not grounds for receiving harsh threats to get kicked out of the store and being labeled being difficult customer. I paid for the Product Repair Policy and I have a right to ask questions about how long my repair would take. This is the same about asking how long a diagnostic would take for a car repair. Would you want to get threatened by your car mechanic to get kicked out of their establishment for asking how long it would take to get a diagnostic on some car malfunction?

I read a couple of forum topics in Best Buy and Geek Squad Policies that many people have been threatened to get kicked out by managers for asking questions and were not acting rude in any way. The stores are not located only in specific area but are scattered throughout the USA. This attitude and handling of customer questions needs to be addressed. I used to love shopping at BestBuy before Geek Squad started handling the repair processing. I choose to not spend thousands anymore at BestBuy due to customer service problems at Geek Squad. I don't want to buy merchandise and service plans and have it processed by Geek Squad. I will tell my story to all my family, friends contacts through all channels of communication whether by word of mouth, social networking sites, blogs, IM, etc.

[chesman2k1]

justathought,

Thanks to your input. I'm sure your daughter is very gifted. My nephew is the same and is not very good socially but he is very musically talented.

From your description if Jordan has this disorder I would put Jordan in the latter category...JERK. He is also a liar since he told me that there was no Manager in the store.

After I asked another member who the manager on site was I was pleased with how my complaint was handled. The manager on site was Chris and he helped me clear things out with my questions. He was very professional and curteous. His professionalism, helpful attitude and demeanor is a great assett to BestBuy and is a great example of customer service to Jordan who has none. I hope Chris gets promoted and Jordan goes through customer service training.

Message Edited by chesman2k1 on 01-09-2009 10:36 AM

[Elizabeth-BBY Community Supervisor]

Dear chesman2k1, 

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 a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Mickyw33]

I'm glad to hear there was a manager at the store who knew what was going on. You sir, give me hope with my issue. I think I'll have to go in and talk to someone the next time Geek Squad on site tech 'no call, no show' me.

[chesman2k1]

Thanks for reading my thread. What I found from other posts by other customers is that it is common for Geek Squad to tell customer to go to another Best Buy. I think this is really ridiculous because even though their store is a nationwide chain the customer service and service policies are different. A customer who purchases a Product Service Plan should be able to have their product taken care of at any Best Buy location, not just at the original store of purchase. If they really want to continue to have loyal customers their policies should be homogenous. The only thing that is similar is being threatened to get kicked out by managers and supervisors for not being a jerk and asking questions about their policies. Just search the posts for others who experienced what I have described. Good luck with your service there. Let me know how it goes.

Message Edited by chesman2k1 on 01-14-2009 11:15 AM

[Dorothy-BBY Community Supervisor]

Hey chesman2k1 –

I can imagine how annoyed you must be at the entire scenario you described. It seems this matter is full of miscommunication all around, and for that I do offer my sincerest apologies.

You mentioned you had purchased a camera along with a 4 year Performance Service Plan. Under the terms of the Service Plan, you are entitled to repair of your camera. This involves us sending the unit into our service center to be diagnosed by our partner camera repair service. Unfortunately this is not an immediate procedure. If the cost of repairs was uneconomical, then there is a possibility of a replacement, however this is not anything that we can determine at store level. We rely on our partner camera repair site, which must physically inspect the camera and determine a prognosis. While this may prove inconvenient at times, it does abide by the terms of the Service Plan. However, you can drop off your camera for service at any Geek Squad® location and receive this service. There is not limitation as to what store you visit, as had been implied to you.

While there is no excuse as to why Jordan provided you with less than satisfactory service, I am happy to hear that ultimately the store manager was able to make an exception and meet your needs. I appreciate your comments about Chris and rest assured I will ensure that I will forward along the details of your case to the appropriate channels for internal review.

Thank you so much for sharing your experience.

Regards,

Dorothy
Community Connector
Best Buy® Corporate

[chesman2k1]

Hi Dorothy,

  Describing the situation as annoying is overly downplaying my experience and treatment by the Geek Squad Agent Jordan. I have a right to ask more details about how the Service Plan will work because it is not something that I have memorized. And even if there is something that I did not understand as a customer I should not have gotten threatened to get kicked out of the store. Mind you he did this in front of other people in line behind me and embarassed me and defamed my character. His violent tones in his voice had no place in the conversation. I do not expect to be treated as a VIP or royalty but at least I need to be treated as a respectable human being. Never once in that conversation did I talk down to him or disrespect him in any way. Right from the start he never once bothered to show me respect but all the time had his chin up high and never looked me in the eye as standard communication. If he never had this basic communications training through the customer service  training at Best Buy then this should be standard training to all Best Buy and Geek Squad employees at all levels of position. I hope you can try and imagine what kind of anger and degragation I felt by having to go through this. As a mature adult male I do not like to be disrespected by young, wet- behind-the-ears, egotistical Geek Squad hotshots.