Best Buy & Geek Squad Policies

[Mikeyp3]

So, it's been nearly three months since I was told by a Best Buy "customer service specialist" -- some poor drone at a call center -- that he was "very concerned" about my problem / inquiry and that he would get back to me within a day. Ha!

I will spare you the gory details on what exactly happened -- but here's the bottom line -- the manager of a local store decided that 15 minutes of Geek Squad time was more valuable than maintaining the customer loyalty of somone who spends about $5,000 a year with the organization. I guess my "Premier Silver Best Buy Rewards" status (what a bunch of hooey) apparently doesn't carry much weight...

I really never expected to hear from them again -- and I was right.

You guys truly deserve all of the bad press you've received recently and it's obvious that no one at the senior levels of the company really gives a hoot -- since your financials continue to plummet. One would think that at least one person there might make the connection... but then again...

That said, I swore off spending even 1 penny ever again at Best Buy -- and have fobidden my family -- which include 4 teens and early 20 somethings who spend about $3,000 a year on video games (GameStop is very happy about this...) to ever buy anything again. Frankly, there's not one item that this craptacluar store carries that isn't avaialble at three other retailers within 5 minutes of my house -- so really -- no big deal. Oh and that doesn't even begin to bring in Amazon and other online retailers who actually send ordered product to their customers, unlike some other "wannabe's" like bestbuy.com.

But then, I got a gushing email from them telling me that my "Premier Silver Best Buy Rewards" status (again, what a bunch of hooey) has been EXTENDED. Wow -- I'm thrilled...

The cost of making me a happy, satisfied customer would have been, literally 15 minutes of Geek Squad time. Oh, by the way, did I mention that I DID have an active Geek Squad service contract in place at the time of this issue?

Like Circuit City, The Wiz, Computer City, Erols -- I could go on -- Best Buy is well on the road to extinction and if my funding of their competitiors from this point forward can speed that trip and save the rest of you from dealing with this terrible, terible organization -- then I feel my life will not have been spent in vain. :-)

Don't spend any more money at Best Buy! Join me in a boycott today.

[Mbrguy Emerging Expert]

What would the Geek Swuad not do and what type of service contract do you have with them?

[Mikeyp3]

This was NOT specifically a geek squad problem.

It did revolve around a laptop and a "black tie service" policy -- but really, this was a problem with the a-retentive, unbelievably shortsighted policies of Best Buy and that same mindset by the automotons they call "managers" at their stores. Unable to think for themselves, they pull the entire organization down with their obvious disregard for anything close to common sense.

Losing the cost of 15 minutes of support time vs. losing $8,000 in annual sales, hmm? If you owned a business, what do you think you'd choose?

If you say 15 minutes of support -- then you clearly don't work for Best Buy... 

Oh, BTW -- there were 3 Geek Squad guys standing around talking to each other during the 30 minutes that this travesty took place... 

[Mbrguy Emerging Expert]

What would the Geek Squad not do and what type of service contract do you have with them?

I assumed it was something Geek Squad could help with since you mentioned it would take 15 minutes of Geek Squads time.

[Mikeyp3]

If you don't work for Best Buy -- then the specifics of the issue aren't relevant.

Although, it doesn't suprise me that the only response to this rant has been from a "former" employee. (Yeah, right.)

Doesn't someone there monitor these posts?

Oh, right, in addition to not requiring their management team to exercise anything close to common sense, they probably discourage them from reading and writing as well...

[Ryan-BBY Senior Social Media Specialist]

Hello Mikeyp3  -

Kelly from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Mbrguy Emerging Expert]

My guess is that there is a service that they charge a fee for and you wanted them to perform that service for you for free and they refused since they are a business.

Otherwise, I am not a current employee regardless of what you believe ("yeah right").  I post on this public forum because being a former employee, I am aware of how some decisions are made and how some things work, specifically Geek Squad services, service plans, etc.

As you have seen from the post preceeding your last, the corporate moderators do monitor these forums, though these forums were never meant to be an instant response mechanism.  Typical time frames for a response from when it is assigned is 3-5 business days.  They'll be able to look further into this for you though to speed up the process for them, you could write down the specifics of your complaint here.  Though if it is what I believe it is, you may not want to due to others seeing that you may just be wanting something for free and angry that you aren't getting you way.  If I am wrong in this regards, then I appologize in advance, but please write what your actual issue is here to show me that my guesses aren't that accurate.  After all, you have nothing to hide, right?

[Bob_A]

Mikeyp3  -

If your only objective in posting in this forum is to vent. By ranting and bashing Best Buy. Then that is your privilege, and you have already accomplished your goal.  

However, if you are actually seeking a productive and satisfactory resolution of a legitimate issue. Then, obviously, nobody is capable of helping with an issue whose details you have chosen to treat as a secret.

I know from my own personal first hand experiences. And also from anecdotal evidence gleaned from my 2 years of participation in these BBY Forums. That contacting BBY Customer Service by calling 1-888-BestBuy, or by Email. Is usually just a frustrating exercise in futility. That would aggravate the patience of a Saint. They are notoriously negligent at making promised follow up phone calls, or otherwise following up on issues. They will often just hang up on you. Which speaks volumes about their attitude, and intentions. If BBY management doesn't actually condone that attitude, then they evidently do tolerate it. As evidenced by the fact that the problem has persisted for at least the past 2 years.  

However, I do also know from my own personal first hand experiences, and Forum observations. That the BBY Mods (moderators) on these Forums happen to be very caring competent productive individuals. Most of whom posses the necessary combination of proper attitude, knowledge, skills, patience, tenacity, and perhaps the most important asset of all. They posses the necessary amount of authority, influence, or "Juice".  To get legitimate grievances resolved in a quick and satisfactory way.

So, if you were wronged by BBY. Then you have now found your way to the appropriate place for getting the matter corrected. However, to get the ball rolling. You MUST provide a brief summary of your grievance, that includes a few specific details about the exact nature of the problem.

Otherwise, you are just spinning your wheels. And, as you have probably already noticed. Your original secretive attitude only serves to  encourage members of the resident group of Best Buys Dedicated Defenders, or "Spin Doctors", to engage in their favorite past time of defending BBY, and pouring salt on an open wound. By lecturing and blaming the complainant for creating their own problem. 

So, if you really want to accomplish something productive. State your specific problem NOW.  Or, just forget about it and move on.

The Mods typically take 3-5 business days to contact you.  

Good Luck  

[CrimsonRain]

Bob_A, you must triple check your posts before you submit them huh? They are always so well-written in both form and content.

[Bob_A]

CrimsonRain  -  

Thanks for the compliment, I am truly flattered.