Best Buy & Geek Squad Policies

[John1234]

I I’d like to share my experience with costumer service desk at Bestbuy store at Danbury, CT.  

Yesterday is my daughter birthday.  I went a Bestbuy store at Danbury, CT and bought a HP laptop for her. According to the sales person, the computer should have functions such as, wireless connection to internet, DVD copy or record.  I also asked the sale person, can I return the computer if I don't have problem with it.  He told me I can return with 14 days, and if I open the computer, I will be charged for 15% restock fee.    

After I brought the computer home, I carefully opened the package box and inspect what are included.  To my surprise, not many staffs are in the box. No any disks, I didn’t find window disk and neither system recovery disk.  The manual is very simple and is only a generic one for a HP laptop. No specific information for the computer I bought.  I searched around and finally I found some information on the outside of cardboard that showed there are no wireless access point and no DVD copy software for the computer.  You need buy software for these functions.  I decided I will return the computer and so I even didn’t open the package bag for the computer. 

  Tonight (June 9), I went to the store for returning the computer.  The person at consumer service desk asked me why I want to return the computer.  I explained to him.  He didn’t make any explanation and just told me I will be charged 15% for re-stock fee.  I told him the sale person told me if I open the computer I will be charged, but I didn’t open computer, even didn’t open the package bag.  He asked me didn’t you read our policy? I told him I knew the policy, but I didn’t open the computer.  I told him I can pay 15% if the policy said that open package box need be charged. It is your responsibility to have a clear description.  He insisted that he don’t care what is opened and I have to be charged. 

Then, a lady jumped in to help her collogues.  Her attitude was even worse.  She told me that they can explain what is meant by open computer. If they thought open box means “open computer”, that should be.  At that time, I feeling is that I am not a consumer; I am a slave to them.  They can make up the definition for some simple words as they want and I have to obey them.   

Finally, a supervisor came to talk with me.  I explained the whole story to him again.  He told me the information on outside of the package box is not correct.  The computer should have all functions I want.  However, should I open the computer if I am not sure what functions it has (as the incorrect labels shows) and I could be charged for 15% for openning the computer?  The supervisor also insisted that I will be charged for 15% for returning the computer even though he agreed with me about the definition of “open computer” and that I didn’t open the computer.  Then, they went inside for a discussion, and let me stand there for another 10 minutes. After they came back, I was told that I have to call or email his manager for solving the problem.  After spending almost 1 hrs at the desk, I was asked to start over again!  This time - I have to try talk with someone I cannot see and via electronic/magnetic wave.  if the problem cannot be solved by face to face discussion, do you believe it can be solved by talking via the phone?      

It is very obvious that the store tried to force me keep the computer or pay 15% returning fee for the computer that I even didn’t open.  Later, all persons at service desk left and let me stand alone in front of service desk.  I also left the store and left the computer on their service desk.  The problem is not solved. The computer wasn’t taken back by me, and neither was it returned to the store.  When I was going to leave, I was warned by someone that the computer may go to garbage since it belongs to nobody.  Now, it is possible for me to loss 100% for the computer I even didn't open.  How a profitable business Bestbuy runs!        

Can you believe that this is the way How Bestbuy store at Danbury deal with costumers, how they hand with returnning policy.  I got to say that I have had the worst shopping experience ever at the so called Bestbuy store.  Dear readers, please tell me that as a costumer, do you want to be treated like this?  Do you think I should go to this store again?  

 For the responsible persons of Bestbuy who are happened to read this story, I’d like to ask some questions:  

1.      Do you know what is no harasses return policy? Or you store intend to use the confused description and the harassed returning policy to make extra money? 

 2.      Should the costumers be responsible for the wrong information on the product’s labels?  3.      Most important, what is status of costumers in your store, slaves or God?   

Thank you very much for reading my story.                    

[MagnoliaPro]

I would agree with Nokia, the Computer has wifi and has the capability for burning DVD's but not the software

Now the restore disk and the windows software don't come with the computers, the restore disk is something the geeks squad can make for you and windows you would have to buy.

As far as going back, I would say go back to make sure you don't loose out on the laptop and ask to speak to the general manager or one of the store managers if you don't want to keep talking to supervisors or customer service reps, their name tag should give their position. I would say that may be the best solution and see if they would be willing to swap the computer for you with a different one that does more of what you want.

[NicolleHTPRO]

Gotta agree here..even though you didnt open the computer its self, you did open the box. The store now must sell the computer as "used" ie Open Box. Best Buy has to discount the price of the computer since its been opened. And thats where the restocking fee comes into play. 

I agree, restocking fees are no fun to pay.. but policy is policy. I would just calming return to the store.. take the knowledge you have learned from all of this, and just swap out the computer for another one. BUT remember, if you open this one too, you will again have to pay the restocking fee.

[Elizabeth-BBY Community Supervisor]

Hi John1234,

I've asked Aaron, one of our Community Connectors, to look into this and follow up with you.  You should hear from him shortly.

Thanks for posting,

[Aaron-BBY Community Connector]

Greetings John1234,

A new computer is by no means a small investment, so I can imagine how disappointed you must have felt if the laptop you purchased did not meet your expectations. Although I do not know why there would have been any confusion regarding the laptop’s hardware specifications at the time of sale, I certainly apologize if you found this to be the case. There appear to be, however, a number of points that I should probably clarify.

First of all, it’s important to note that most manufacturers stopped including recovery discs with their new computers a number of years ago. In their place, consumers are instead provided software utilities to create their own - with the only other ways to obtain them being contacting the manufacturer directly or requesting that they be made as an additional service.

Second, please bear in mind that the software preloaded onto computers varies on a model-by-model basis. Even though the computer you purchased may have included a writeable optical drive (DVD-R or DVD-RW) that does not necessarily mean that it includes a full version of the requisite burning software.

Now, Nokia is correct in stating that each of the laptops we sell should include a wireless networking card. The remainder of the equipment necessary to connect to a wireless network, however, is not included and must be purchased separately.

As far as our 15% restocking fee and open box policies are concerned, both policies are clearly displayed on in-store signage and on the back of your receipt. It’s regrettable if there was any confusion regarding either of these policies, but be forewarned that restocking fees apply to returned, non-defective products the moment the factory seal is broken on the original packaging.

I have some additional information for you, so please keep an eye on your private messages (the letter icon in the upper right-hand corner of the page) for further communication.