Best Buy & Geek Squad Policies

[monte0983]

Like many of you, I went running to a Best Buy to Pro-order my iPhone 4s. The day I went to pre-order my phone, i was told that i WOULD be getting my phone on its realease date (10/7/11). I asked if possible if i arrived at the store thaty date if I could just pick it up and was told YES.

So on 10/7/11 I arrive at the store at 10am and was told by an associate there that they did NOT have the phones and that they would guarentee that I would get it by the end of the month (10/31/11) but was told to just call and check in just in case it had arrived. Since then, I have called and gone tot he Best Buy store SEVERAL times and they just keep telling me that THEY DO NOT KNOW when they will receive the phone.

I hacve received an email(10/21/11) indicating that they SHOULD have my phone in the next few dates and another one)10/23/11) indicating the items below:

We apologize for the inconvenience. If we do not hear from you before we ship your item, we will assume that you accept this delay. 

he item listed below is still not yet available to be shipped. We will notify you as soon as the item becomes available. 

If you would like to discuss other possibilities for fulfilling your order, please call us at 1-888-BEST BUY (1-888-237-8289) or contact your local store. For faster service, please have your order number ready when you contact us. 

Your options may include:

• Finding a store in your area with your item in stock
• Ordering a similar in-stock item that meets your needs
• Cancelling your current order

I have been a loyal customer of Best Buy for several years and have a rewards zone card. I buy several computers for my business and invest a lot of money in Best Buy to keeo my business and my personal belongs to date. BUT this experience has me reconsidered with whom i shold invest my future and business with, To date, not only have i lost time from work going back and forth to best Buy to check on my order, but patience. It seems rediculous that Best Buy would keep its customers in the dark regarding the availability of their products and true release dates. To date, i don't even know if I will be receiving an iPhone 4s. To me, it would seem logical and for best business practices, that Best Buy conpensate for loss of time, lack of customer service information, and lack of service. I would like to see a gift card or a free protection plan. Its the least Best Buy could do if they want to keep thier most loyal customers coming back to the store.

I would love to hear your thoughts.

-Paulo

[Ryan-BBY Senior Social Media Specialist]

Hello monte0983-

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

[monte0983]

You know what was the worst part that topped everything and had me running here to express my unsatisfaction? That when I went to ask for the status of my iPhone 4s, the sales person was too busy playing with thier iPhone 4s, that she mumbled her responces. 

[monte0983]

I am still waiting for that person to contact me or is your customer service just as bad as the product service? It must be.

[Douglas-BBY Community Connector]

Hello monte0983,

Thank you for your patience  since ordering your iPhone 4S.

As you know, pre-ordering the iPhone 4S did not guarantee a phone on launch day.  I can imagine that it was incredibly frustrating to find this out on launch day as opposed to beforehand like you should have. I apologize for any misinformation provided by our associates. 

I understand that you are a long time customer of ours and am disappointed that this pre-order purchase has come at the cost of so much of your time and patience.  I would like to connect with our Mobile manager at  your local Best Buy to ensure that we are doing everything we can to accommodate you and also that our management has the chance to address the cause of the confusion with our associates.  To begin that conversation, I have sent you a private message which you can check by selecting the envelope icon in the upper right corner of the page once you’re logged into the forums.

Regards,