Best Buy & Geek Squad Policies

[ewwestsr]

I went to purchase a laptop from my local store. I happened to get a new associate who didn't know anything about electronics handling the whole computer section. After 45 minutes of waiting on him to find the literature and other items from storage, he finally rings me up in the back. I get out to the parking lot and turn on the laptop, and it is locked. I took it back inside and went to the geek squad, and they had to remove their software for the computer. The response from 2 associates in the geek squad is this" When did you buy this? How long did it take you to realize it was locked?" After feeling insulted by them, I bought a 2 gig ram strip for it, and they wanted $40 to install it, I said "I'm pretty sure I can install memory". After talking to a few of them that night, and asking questions, I came to realize that not a single one of them has any type of certifications to work on computers. They even admitted this information to me and my wife. These are the individuals that they have working on everyones computers, but with no certifications of any type, basically a back yard mechanic.

So anyways, after waiting another 40 minutes on them, I finally leave.

I have the laptop a total of 10 days, and the latest add from Office depot has a better laptop with bigger drive, screen, and more memory for $40 less, plus $40 more for the ram. So I take the laptop back, after doing a factory install of the OS, back to the store. I'm told that I can't get my refund back in the form I paid for the item, in CASH. I said "I paid for this with cash, and you were more than happy to take it from me, Why cant get my refund in cash?" The "supervisor that is dealing with me explains that its company policy that anything over $250 be refunded by check that will take approx 10 business day or a little over 2 weeks.

Now, I understand it may the company's policy for this, but maybe you should inform the customer when they are paying for an item using cash, what your return policy's are. None of the associates I have ever been in contact with, any of the purchases I have made there have ever told me what the return policy's are, ever. I have bought 3 Toshiba laptops, and 2 HP desktops within the past year from there, but will never go back again.

Now, you might want to think about displaying what your return policies are at the registers where the customers can see it so they know what kind of hassle they will get when returning an item.

I had thought about going back to the store and getting another laptop that happens to be in todays newspaper add in exchange for that one, as I'm pretty sure the paperwork hasn't been started for the refund yet, as its Sunday and I did the transaction on Saturday. But, after looking at the add, its a "ship only" and that would mean that I would ahve to have the funds available to take advantage of that sale. Why can't people come in the store and pay for items like this and have them shipped? Do Do you think that might be a bit more convenient and you might make additional sales that way?

Well they screwed me over on getting the one from office depot, because I had allotted the funds from the refund for that item, and now I can't even take advantage of getting one from them as its a "ship only" item.

So, like many others here, after this transaction, I will no longer do any business there. I dont care if they have 8 gig memory on sale for $2.00, or a "buy one laptop-get 3 free" sale, I won't return.

Sincerely, Eric {last name removed per community guidelines}

Columbus, GA 31907

I am a MCSE, A+Networking certified, HP, IBM, Lexmark, Compaq certified technician and I will be happy to prove my certifications, since 1998

Message Edited by Elizabeth-BBY on 02-02-2009 12:13 AM

[ewwestsr]

So I called them this morning and asked for a manager right off the bat, and one actually answered the phone. I explained my dilemma to her and asked about the exchange with partial refund and the actions needed to stop the refund by check that was submitted yesterday. She said she will call corporate right now and see about stopping that transaction and doing the exchange. She also stated that she will get the laptop I want from stock and hold it for me. She also stated that I will get the difference in cash. So at least someone there has an idea of what customer service really is.

But, lets see where this goes before we pat anyone on the back.

Eric

[stldude29]

All Best Buy's return/exchange policies are written in plain english on the back of every single reciept that gets printed as well as being on a super huge sign at the front of the store next to customer service.

[ewwestsr]

I didn't pay for it up front, I paid for it at the computer dept register. As for it being on the back of the receipt, you won't see it till after you paid for it.

Eric

[JustusRyan]

Who in this day and age does not find out a company's return policy up front? By the way, regardless of where you paid, the return policy is posted at the front of the store as well, so when you walked out you would have seen it. Also, the Geek Squad is certified, they have to be so they can work there. Maybe they didn't meet your so-called "qualifications" but I know there's two sides to every story and who's to say they didn't say they were qualified and you're making it up now?

[Elizabeth-BBY Community Supervisor]

Hi ewwestsr, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Dorothy-BBY Community Supervisor]

Good afternoon ewwestsr -

It is unfortunate that you were not pleased with your most recent Best Buy® buying experience, and for that I do sincerely apologize.  Please know, that our store policies are put into place for a number of reasons, and are not meant to inconvenience or upset our customers. 

In the case of returns, we do have set in place the provision to return your funds to original method of payment.  If the method of payment was cash and the total was over $250, our stores are set up to only return through refund check from our corporate offices.  This guideline is set in place to protect both our customer and our employees.  We do not carry large amounts of cash in the store, and for safety reasons, we limit the amount of cash we will return to a customer.  I do apologize that you feel this is unfair, however I hope you can understand the reasoning's behind our decision.  In addition, we do have these policies listed in our stores as well as on the back of your receipt.  

I was able to check a bit on your case, and it appears that the store was able to provide you with an exchange solution to meet your needs, and were able to waive the restocking fee that normally applies on units returned that are functional.  I am glad that we were able to make an exception and get you an exchange.  

It saddens me that you are so put off by this experience, however I do thank you for sharing with us.  We value all input from our customers.  

Thank you again,

Regards,

Dorothy

Community Connector

Best Buy® Corporate