08-21-2011 11:20 PM
It's obvious that this is not about the laptop being "optimized" by the "geeks," but rather the way the store manager handled the situation. Instead of apologizing to the customer for giving him the wrong item, not to mention a hairy and dusty laptop, the manager decided to argue all out with the customer and claimed that it's a brand new item. He insisted that the buyer NEEDS certain options when the buyer kept saying he doesn't need them? Uh..manager...are u wacked or just a rude dude with a managerial position?? Does he actually think he could force a customer to just suck it up and take the item? BB needs a Firing Squad. Geeksquat.
BTW I've gotten a few laptops and NONE of them have ever been tampered. Xeno has every right to be angry for his time wasted with this kind of service.
08-22-2011 06:54 AM
08-22-2011 02:09 PM
I guess my post wasn't clear enough when I said it's not about the "optimization" of the laptop but the attitude of the manager. Just by saying you "gave" a customer something he doesn't want free of charge does not mean he should be grateful for it. No business in their right mind would selectively give out free service. This is obvious that the laptop was a return item and the bb staff did a messy job at repackaging the thing, thinking no one would turn down the pre-installed free anti-virus and recovery discs. C'mon, NOBODY sells new laptops like that. I bought a laptop from BB before. The anti-virus cd comes separately, unopened, SEALED. Everything sealed, unlike what xeno received. Bottom line, I say the cocky manager was wrong for not apologizing to his customer. Bad attitude from a merchant? That's one way to lose customers.
08-22-2011 02:36 PM
This is so ridiculous, the laptop WAS NOT RETURNED. Best Buy will open laptop boxes, setup the computers and burn recovery discs and charge customers for this service. When this computer was ordered they probably didn't have any that were unopened.
If the OP was so tech-savvy and capable of working on the Geek Squad, he wouldn't insist that he doesn't need recovery discs. "i dont need a restore CD because i know how to get around everythign" Does that include writing an Operating System from scratch? All those discs are for is to return the laptop to the factory settings if you have a software corruption or a bad hard drive.
The manager gave you the option to return the laptop, exchange it, or keep it. He wouldn't of had more of that laptop were not already setup by the Geek Squad or he wouldn't have given $99 in free services to you. Sounds reasonable to me.
BTW, the laptop still carries the manufacturer's warranty too, even if it was already opened and the seal was broken.
08-22-2011 02:41 PM
Good afternoon xenogear327-
The experience that you described at our Alpharetta, GA store location over your new laptop purchase left me shaking my head in disappointment. I too would be raising my concerns if I went through what you shared with us and I'll help out in any way I can.
It's true that while it sounds like your laptop purchase may have been optimized with pre-installed services and restore discs, I agree with you that this situation should have been handled differently. If you did not want this laptop, you should not have been met with such resistance and the store could have been more accomodating. I also agree that if what you desribed during your interaction with store management is the case, then it's very troubling that you did not receive professionalism and a high level of service.
After researching, I do see that you were able to return the laptop and receive a different one at another location, but it's disappointing that you had to go through all of this effort to get a laptop to your satisfaction. I want to truly express my deepest apologies to you for this instance, and I have already shared this matter with the upper levels of store management.
If you have any other comments or questions, feel free to reply to this topic or send me a private message by clicking the link beside my name.
08-22-2011 08:17 PM
Would you take u a possibly used electronic item just because in the back of your mind thinking "oh there's a one year manufacturer's warranty anyway. If anything happens I'll just send it back", when you rightfully should be getting a brand new one? Do you see unneccesary hassles? Again, don't expect ppl to thank you for unwanted free service of tampering their products.
And I'm sure he returned it without hesitation. It's all about the way the situation was handled, not freebees.
08-22-2011 08:20 PM
03-24-2012 03:21 PM
This post has been moved to its own thread in the Best Buy & Geek Squad Policies board.