I have spent the last month incurring numerous issues while waiting for my computer to be repaired. I have outlined a timeline and listed specific issues that I have had with the San Francisco store on Harrison St. and Geek Squad. I hope that you will acknowledge these issues.
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Wednesday, September 9: I took my computer to the San Francisco store (Harrison) for damages. They told me that they would send it out and I should receive a diagnostic in about a week, and the total repair should take about 3 weeks.
September 12 & 16: I received emails from Geek Squad on how to check my status online.
Wednesday, September 23: I attempted to call the San Francisco store around noon to see if they had any more information on my computer as I had not heard anything in 3 weeks. I called at least five times, and each time held for at least a minute with no response. I tried both the sales associate extension and the Geek Squad extension.
I called the 800 number to find out the same information. The call took over 20 minutes because the operator could not reach the SF Harrison store and had to call an alternate store to find the service center phone number. He then called the center and found out that my computer had been received.
I emailed Best Buy Customer Service and the SF store manager. I received no response from customer service, and the email to the SF manager bounced back.
Monday, September 28: I attempted to call the San Francisco store again, but with the same results as the week before. I went to the store, and found out that a technician had just been assigned to it, and I should hear in the next day or two about estimates. The Geek Squad associate gave me a direct extension to call in the future.
Friday, October 2: I received an e-mail about "potential" delay due to system changes that started around September 8.
Tuesday, October 6: The online status still shown as "shipped on October 11" even though the service center had received it.
Wednesday, October 8: I received a call about the cost of repair ($154.39). I called the service center to try to waive the fee, who told me that I would have to talk to the actual store. I called the store first on their regular line to see if the phones were fixed yet (which they were not), and then on the direct line. The Geek Squad manager told me he had no authorization and I would have to call the service center. At the service center, I was finally able to get my fees waived.
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There are many reasons why I am writing this letter.
1. I understand that stores have problems with their phones, but it should not take weeks to address the problem. When I called on Wednesday, October 8, the Geek Squad manager (Albert) told me that he was aware of the problem and that someone was going in tomorrow to fix it. He informed me that due to some personnel changes, addressing the issue was taking some time. While I appreciate his insight into the problem, the general manager of the store or regional director should have been addressing the problem much sooner. I should not have to spend close to an hour traveling to and from the store for a question that takes 2 minutes. On a positive note, everyone in the store was very understanding and apologetic.
2. The service center should have been much better about addressing the delays to its customers. Had I known there would be a delay, I would have taken my computer elsewhere and saved a lot of time and stress. The email that I received on October 2 is negligible, as I had to proactively seek out that information. The fact that they knew about such an issue in the beginning of September and didn’t inform anyone until October is inexcusable. It shows absolute lack of consideration and came off more as a way for Geek Squad to cover their butts than them actually wanting to inform the public.
3. The information on the Geek Squad website was absolutely useless. What is the point of being able to check my status online if it never changes? That needs some serious improvement.
4. Ming at the Geek Squad Service Center is fabulous. I have worked many years in retail/customer service, and by all service standards he handled my call perfectly. Even if he hadn’t been able to waive all of my fees, I am still grateful to the way he handled my call. He was courteous, professional, and understanding. He did not keep me on hold while he consulted his supervisor, even though it only took a few minutes. After being on the phone for an hour today, I really appreciated getting the call back than being on hold for even a few more minutes. Overall, each of the associates or managers that assisted me were courteous with Ming standing out, which is a true testament to the level of customer service that I expect and appreciate from your company. However, even the best customer service cannot make up for the technical downfalls at such a great scale.
5. On a further note, the reason that I have always chosen to buy my computer from Best Buy is because of Geek Squad. From previous experiences, they have always done a very good job in being open and efficient with my problems. I don’t know if my problems were specific to the San Francisco store, the Geek Squad Service Center or what, but with the incredible burden of this last month, I am hesitant to purchase future computers or other products from the store. I hope that any issues can be resolved. I have always been loyal to the store in the past, and I hope that I can have reason to trust it still in the future.
Allan-BBY
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