Best Buy & Geek Squad Policies

[harold938]

Remember how i have problem with some of the best buy store like " #478 and #483 " and how they treated me time and time again well this time the problem is still there and the " higher brass " should know who they are hiring to work at there store expecilly at  store #478 where " refuses to accept a trade-ins " and this is my story

On 8/28/09

I was participating in the best buy trade in program and is gave me 2 choice and i decited to do the " in-store " and before i go i did the necessaries paperwork and the trade in value of the items which was in " condition : poor $27.00 " and to make sure your store is doing this program i call your store in the afternoon and lady answer and i explain " what i'm doing " and she told what do but to make sure i call " 888 best buy " and to double check aand sure enought they both answer my question and so about 8.30pm to 9.30pm i was at your store and i when to geek squad agent and where i meet

" Geek Squad Agent Ahmed "

" Geek Squad Supervisor Agent Chase " 

I when up to " agent ahmed " and i explain i want to tradein the phone and he ask me for the phone which i gave to him and the paperwork to bring in and so i waited about 5 to 7 min and he came back and inform me that he will not take this phone and i ask why and he explain after to talking to a few people in the back that " due to the piece of the phone is missing he will not take this phone " and i was dumbfounded about why he wont take it and we talk and since were not going nowhere i ask to speak to the geek squad manager " agent chase " ahmed when into the back to get the manager and so he came back with another gentleman who is the manager/supervisor and so i started and explain is was not there choice whenever or whenever not  to accept any trade ins and is my properities and i want to use trade ins value for a GC and i did explain this to him but the same outcome happen " i will not accept the trade ins " so at the time were not getting no where and so as i getting my items that i want to trade in he make a " suggestion " and is was very odd and he told me since i have the prepaid slip is to sent it down to the  " best buy depot that is handling the trade ins " and i was baffle that he suggested that and i ask him " why you tell me to this where you cant accept this time right now " and he told me " just sent it in and take your chances " and i was baffle and speechless about the whole " situwation " and so i took the paperwork for the trade ins and the phone and accesories and no GC

Today 8/29/09

I spoken to manager kent and i explain of what happen on 8/28/09 on why that " geek squad agent willnt accept my trade ins " so he put me on hold for a while about under 7 minutes and when he finally came back on the phone he inform me he will not accept it due to it " condition " was part of the terms and condition and i pointed out that i never read or saw the term of condition because there was none in the area where the estimate is given there is none and still he refuses to accept it 

now i want to point out is that the only time i saw the term and condition is when i saw when i first sign up for this service that was it and the condition of the phone was " poor " but still have money value also both agent ahmed and agent supervisor chase did saw the phone in work order 

This is a e-mail i sent not only to the store manager but the " best buy brass " just to show what and who they are hiring and is get better the head manager " Mr.Diaz " after day never answer my e-mail answer and why this happen so my other e-mail now flowing to " HQ best buy "  and someone called me after what happen and we talk and then within a few day of slience " eureka " they have honor the trade in but they dont want to phone but still give me the $27.00 now after the conversation mr.diaz called and i did want to ask that question " why you didnt answer the e-mail and why do you hired people who are allow to do this " but i was more concern about the GC so the outcome

Everything when  " sorta " well but at the end of the day i use the GC that very day with a purschase right after i spoken the guy at your home office " HQ " the store #478 and the manager spoken to me and explain what the guy told me already and i told home when i be there and he said no problem and about an hrs after the ential conversation i was there and i walk up to " loss prevention agent " and i explain who i want to see and who i'm and what the problem and i waited and after 5 min another manager show up and process it and i got my $27.00 GC but there were problem that this store need to be improvement

1.The " computer section salepeople " were observing me in a weird ways while in the pc games dept and what i ment is that they want to know what "  i'm doing " in a akward ways and this is not the first time and not the only store " store #483 do the same thing also make me fell unwelcome and when i ask for help no one there to help me for my assistance "  and is also included the horrific and unsatified service that i receive with my GTA 4 pc version problem

2.I pickout a games "  battlestation pacific " because a local store have it cheaper and i told to go to customer service where i spoken to saleperson " Tina " and i explain i found it cheaper and who have it but she told me " they have it out of store " but i explain the past that store #478 have pricematch wheever if in " stock or not " and is was up to her so i ask " are you going to pricematch it or should i leave " but eventily she does the price match and this store and #483 do price match  " but there are other in both store will ether refuses or make a excuses of why they wont "

but once again thank you for making me whole and a happy customer and also something i must tell you also when i was there " getting the price match " where you have 1 person working behind customer service and 25 customer waiting one of them spoke up in a angry ways and she was right because while this one person was try to keep order everyone " because customer service share i guess the office of the store " where the is a partition wall everyone was inside there who work in the customer service areas were " having conversation and laughing " on there time and not best buy time and is not only the staff but the manager do the same ways and " best buy pay for there salaries " i ment is this right and best buy vp and ceo should know about this and open and investigation or put and undercover and just see how is it like for me and countless other 

[Nokia]

I can barely understand anything you said. However, it seems like you went in to trade a phone for a GC. You note that you listed the condition of the phone as poor. This does not guarantee that it will be accepted as a trade-in. As the agents pointed out, it was physically damaged and so was not in any condition to be traded in.

Maybe you looked suspicious. If a customer looks like they're going to steal something, they are watched very closely.

As for your price match, Tina was following policy. Corp. policy is to refuse the PM if the other store does not have it in stock. Whether you were able to have a PM done regardless of product avaliability is irrelevant, as those were exceptions, and that store is not required to make an exception.

[harold938]

Omg well a few thing

1.The area where you " determen " the make and model and other parameter in order to determ what is the value of the phone in that arwa is where i told the ternand condition and there was no such thing and lied the problem

2.If i look like a criminal why is it i go to other best buy store and i'm welcome and help where i get the " dictator attitude " at both store and also dont make assumption you were not ther and " how dare you for even say that "

i buy pc games,webcam,usb hubs,printer paper,giftcard and that what i buy and do i sound like a  " criminal " .................................HUH ! 

3.and as for the price match in the past they have honor ad from " j&r " one of there compeaitor even when the item is or isnt in stock they will still honor it and once again " dont make assumption " you were not there

[RealGeorgeW Emerging Expert]

1. I'm sorry I really cannot understand a what you said.

2. I'm sorry if someone in the store prejudged you.

3. If the store is indeed doing price matches for you when the competitor is out of stock then they are blatantly going against policy and is most likely going to be investigated by one of the connectors as to whether this is true or not. So in the future, the store should not be doing this, and probably won't.

Again as Nokia said, the trade in program has very clear and precise requirements for us to be able to take your trade in; all required parts is part of those requirements.

[Nokia]

Just because you are able to get a value does not mean the phone will be accepted.

That store may have a lot of theft, and so watches a lot of people. I'm sure you weren't trying to be suspicious, but many people do things that make them look suspicious, even if they have no intent of shoplifting. But hey, shoplifters say the exact same thing you just said right before they are caught. I didn't accuse you of anything, I just explained the most likely reason they were watching you.

Again, they made an exception when doing that PM. I'm not making an assumption, I'm stating a fact. Policy states that the competing store must have the item in stock. It does not matter whether an exception has been made in the past. You have no right to expect the store to make an exception every time.

[GeraldRose]

Layoff the quotations brother.

[Allan-BBY Community Connector]

Hi harold938,

This sounds like a very frustrating situation, and I have to thank you for making us aware of a potential problem we have in this program. I was glad to hear that you finally got taken care of!

It is true that any product being traded in at Best Buy® does need to have all of its parts in order to qualify for trade-in, and although you received an estimate prior to going to the store it is up to the Geek Squad® in the store to determine if the product qualifies for trade-in.

When trying to get a price match on the game you wanted to purchase the store associate was correct that we do require a store’s local competitor to have the same exact game in stock at their store in order to match a lower price. Once again I am glad you were finally taken care of in this matter!

Thanks for posting,

[harold938]

But is it better for you or this competitors ?

Because if they refuses they will get my games from them and not from you and why i use this price match well they are located in manhattan and i'm not waiting 1 1/2 hours on a train in order to get a games and that why i do the price match because best buy earn my businness but if that your " attitude " about it maybe i will go down to that competitors ?!?!?!?!

also about the $27.00 GC i use to buy that games that i price match from j&r where they have it cheaper  " in or no stock " is a win win for both me as the customer and best buy the retailer

[Nokia]

That's not his attitude, that's corporate policy. For the third time, whether that store has made exceptions in the past is irrelevant. You are not entitled to an exception. If the store has now chosen to follow policy, that's the final word. It wouldn't make sense to go to the competitor because they don't have it in stock. That's why that's the policy. If you can't get it from the competitor for that price, you also can't get it from BB for that price.

[harold938]

Well is sound like " this person " whenver if do or dont belong to BB think maybe my " business " would be better for the compeaitor and NOT best buy maybe my next few $$$$$$$ would be better spend at this " compeaitor "