06-10-2009 01:17 AM
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.
06-10-2009 05:15 PM
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.
06-10-2009 07:35 PM
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.
06-11-2009 03:49 PM
06-12-2009 12:12 PM