Best Buy & Geek Squad Policies

[kickinit76]

Ok here is my story, I have details and names if need be.

19 DEC 08, dropped off my computer for service since it was crashing every day almost only a year after the purchase. Needless to say my computer was due back on the 6th of JAN 09.  No biggie...

8 JAN 09, No call on the computer and status of computer repair online has shown no change what so ever.  I talk to the service rep, they say its just not back yet give it a day or 2.  So on the

10th of JAN I call several times "NO ANSWER" so I decide to drive over.  Once I get there, they say, we cant find your computer.  The rep said it was repaired but never made it back to the store,  we are checking.on it. 

12th JAN we have filed a clain with UPS, so when we hear something we will let you know, I said why do I have to wait for the claim? "reponse is im sorry thats just how we do it", I said how is this my fault and I have to wait, reponse is its not our fault either sir (so I get tired of arguing).  5 days goes by.

17th JAN any news yet?  Nope

19th JAN any news yet? NOPE

21st JAN any news yet?  we found your computer it was at a facility that UPS holds lost or missing label packages at.  Yippy im very happy, the girl says she had them send it out 1 day air to get it to the facility quicker.

25th and no status online, lost again?  I call corporate and they say no im sorry sir your order was not shipped 1 day air it was shipped ground (FIRST APOLOGY was from corporate) so they offered some sort of compensation.

28th at facility and work is started, yippy again...

11th of FEB I call since online it says it was shipped on the 9th of FEB, no phone call from them, again no answer on the phone almost all day because I actually have a job and finally got them on the phone.  Yes sir your computer is here, cool deal..  Im coming over since they tell me they need the OS disk which is fine. I get over there and my computer is all scratched up, computer again is one year old, out of the box and on my desk. Also the computer of the computer something is broken since the case itself doesnt even close all the way now. I complain and say what the h**l man, shrugs his shoulders and says I dont know.  I give the disk and the guy gives me a receipt and says no problem it will be done on the 14th.  Im still upset and he says the manager will be in tomorrow I can stop by then, ok fine.

12th I call to see if he is in, the rep asks my info and says the computer is in work and will be done tomorrow no problem.

13-16th sick as heck

17th go in and the computer OS repair isnt even started.  I ask the rep to get the manager and he brings over some snot nose punk named AARON, BESTBUY manager.  This kid is a little p**ck, first off the on the way over to see me the geeksquad rep points at me and soon they start laughing, they stop by a few other geeksquad reps and they start laughing and telling jokes or some crap while im waiting, crap I only make $100K a year I got time (jacka**es) so he comes over with a smirk and says how can I help you?  I said whats the deal man, he reps exactly what the rep said, and I said this is BS, the manager says you cant cuz in here, I said GO {} YOURSELF punk, he said sir you have to leave I said thats fine you little {} I dont need this {}, I say I hope you liked your job.

NOT ONE APOLOGY FROM ANYONE EXCEPT CORPORATE!!!!!!!

NO PROFESSIONALISM!!!!!!

I have called our local news agency and am working with them to get BEST BUY/GEEKSQUAD ON TV as corrupt {} and also have signed up over 50 people for a pick it in front of the store!

I refuse to even except my old computer with scratches, maybe if the little p**ck was nice, but its game on now!

I have details times and names if need be, I have been government for a long time and love to keep records and logs, its fun....  sorry about all the mis-spelling its been a long day.  Enjoy, share your stories...

Message Edited by Elizabeth-BBY on 02-21-2009 12:17 PM

[judithdaily1961]

This is the attitude that you get from these kids that work customer service. Beware of Worst Buy.

[MobileExpert]

If you dislike BB so much, why are you on these forums?

[RonnieSmall]

To warn other customers that Best Buy does not care, and how they treat the consumer.

[kickinit76]

exactly....

[MobileExpert]

I work here, so I'd say I have a lot invested.

And it's getting annoying having my posts deleted.

@Ronnie - I'd say that BB does care, and that these forums are evidence of this. When you come here and tell other customers who are hoping for a satisfactory resolution to their problem, and you tell them that they wasted their time by coming here, then this doesn't help the situation one bit. I have seen many more people satisfied than dissatisfied at every BB I've ever been to. In fact, that's true of almost every store. Customers who have had a bad experience and boycott the entire company, instead of that one store, for life are doing themselves and anyone else they influence a disservice by making a whole to be simply the sum of its parts. I have seen some customers do this over a single employee. A SINGLE employee in a store of 150, and a company of 500000 is going to sour you on the entire company? I think that's the kind of rash judgment that some employees practice that creates this situation.

And I guess I'll copypasta my post lest it get deleted again.

[kickinit76]

fair enough if you work there, but maybe you should be helping working towards customer satisfaction rather then defending the company itself.  Every employee can make a difference and only a few to screw it up.  When I asked for people to pickit in front of the store, everyone in some shape or form said "I have also been screwed by best buy", "man you should stay away from geeksquad", "yeah that place is screwed up, thats why I shop somewhere else"  etc....  So its obviously not just me, the people will speak soon.

[RonnieSmall]

LOL, see how judgemental Best Buy employees  are being with not even knowing the whole story.  Best Buy is on a high horse now, but the customer will get the last laugh. 

[Wanting2Help]

Kickinit76:

I know that I cannot change your opinion and I know that the level of service you received was not satisfactory to ANYONE.  So I personally would like to apologize for that.  I would just also like to explain, that unfortunately, as employee's there are very few things that we can do to help rectify situations like this..... the one thing we can do is apologize and it does frustrate me that only one person took the time to apologize to you.  I truly think that is disgraceful. 

All I can really say is that, patience is what really helps in these situations.  And in your situation you were at the end of that line and there was no more patience to be had.  I completely understand why you were upset and with the amount of time it took to even get your computer back to you, that is completely frustrating. 

Finally, I just want to say that there are many of us that work at BBY in Customer Service and Geek Squad that truly do want to help and make the experience that you have in the stores the best that we can.  So please, don't give up on us if there is any last hope.... I'm sure you can find one of these employees in your local store.

[CrystalWoW Valued Expert]

. I understand the frustration with shipping issues. Unfortunately like any other company Best buy is at the mercy of ups. But my main question is you think Best Buy is lacking in proffessionalism but we weren't the ones cussing you out.... I think your store experience would have gone a lot more smoothly without using profanity towards store employees who have no control over Ups. They should not have been rude to you but profanity is not acceptable in any public setting.