Best Buy & Geek Squad Policies

[marysue]

  It had been a long time since I had bought anything from Best Buy, being as I usually buy from online stores that cannot be named ; and after my recent experience with their customer service I think I will never buy from them again.

  Purchased T.V. that is to be delivered in couple days.  In the store the TV was wall-mounted so I couldn't see the stand it came with.  The next day I was wondering if the stand would fit where I was going to have them place it.   Simple enough - I just spent $1700 there - I'll just call and ask for the dimensions of what I just bought.   Ha, ha - silly me!

  The geek guy I talked to said the stands were in the back and they 'weren't labelled' so he couldn't tell me the dimensions.  I found this annoying given the amount of money I had just paid them - so I decided to persue it with the 800 customer service number on their web page.  After, 2 transfer problems where I was disconnected I ended up talking with someone who informed me she could not give me the dimensions of the product; that they were not with Best Buy, but were just a contract service and I should call the local Best Buy where I purchased it.    CATCH-22!

  I can't even go into in now another experience - a 2 hour wait to get a jitterbug phone re-provisioned (after being told by both Best Buy & Jitterbug to bring the phone to Best Buy) which ended in total failure because the Best Buy geek guy didn't have the right cable.  He informed me it was Samsung's Fault.   If only he had told me that before I drove out there.

I just don't get it.  These things aren't that difficult to set right.

[Elizabeth-BBY Community Supervisor]

Hi marysue,

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

Thanks for posting,

[Allan-BBY Community Connector]

Hi marysue,

I truly do apologize for the service you received from us both at the store and over the phone. You are certainly correct that both of your experiences should have been easily handled.

Both the store and the representative over the phone should have been able to give you the specific dimensions of your TV very easily. It took me about ten seconds to find the dimensions of your TV, with and without the stand, on BestBuy.com. The height of the TV is 27-4/5" with stand (25-3/5" without the stand), the width of the TV is 39-1/5" (the stand doesn’t add any width), and the depth of the TV is 10-3/10" with stand (3" without the stand).

I really hate hearing that we are losing a customer due to an experience like this one, and if there is anything I can do to keep you as a customer I would love to hear about it. Just send me a private message by logging into the forum, clicking on my icon, and then clicking on the send this user a private message link.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate