Best Buy & Geek Squad Policies

[skylorsdad]

I recently purchased a washer and dryer set as well as a refrigerator...I would have purchased the other items needed to complete my remodel but Best Buy didn't carry the items I wanted.

Anyway, after numerious attempts to get the item delivered my washer/dryer and refrigerator were delivered.  Since the initial delivery I have had nothing but problems with my refrigerator.

My question to you is, who do I send my bill to?  I have taken off hours of work to meet with your repair and delivery people.  I have been told my your delivery people that the people in the store do not know what they are talking about and have also spent and equal amount of time away from my job going to the Best Buy store where I originally made my purchase to get this straightened out....and to this day the issue is still not resolved.

So again, who do I send my bill to?  If I was consulting my clients and spending the time on their project instead of spending the time at home waiting for the delivery or repair or spending the time in the store to get the same answer over and over I would be charging my regular hourly rate.  I have calculated the time at my rate and need to know who I need to send the bill to.

I guess this wouldn't be as much of an issue, but the store staff and managers as well as your delivery representatives have no concern or have even offered me as much as a cup of coffee for my troubles.

Please email me with the name and address of who I need to send my bill to so that I can get this issue resolved and put to rest.

[Falco]

I had a similar issue a while ago, try calling the installers direct.

10800 Alpharetta Hwy.
Suite 208-509
Roswell, GA 30076

info@optimaservicesolutions.com
800.920.8337

The stores can't do anything but you could also try calling the customer support line at their distrubution center.

[GeraldRose]

While I understand being upset, and that your probably saying "who do I send the bill to" tounge and cheek. In case you didn't know, you don't get to send the bill to anyone.

While its unfortunate you have had issues your not entitled to lost time off of work, etc.

[skylorsdad]

While my question might have been tongue in cheek, typically when you are inconvenienced by someone you are seeking services from, you will get some sort of renumeration.  I would have at least expected that someone would have offered me something to bring me back to their store for future purchases.  Based on this and the way Best Buy has responded to their lack of communication with the service center I would have expected that someone would have stepped up to the plate and realized how much time I as a consumer have put into this purchase.  Not only the time investigating the product and selecting Best Buy over their competitors, also the time spent after the fact waiting for delivery people, which is and entirely different issue.  Like I said, at least an offer of maybe a discount on my next purchase, or maybe even a discount on this purchase considering how much money I spent at this store in the past few months.

[skylorsdad]

It turns out the store can do something.  I received a call last night about 8:30 in the evening.  It was my original sales person offering to send a completely new refrigerator to replace the one that has been delivered.  This seems kind of silly and wasteful  There in nothing wrong with the refrigerator, just that the parts needed were not included in the box...or were included and were disgarded by the delivery people.  You would think that they could contact the manufacturer and have the part overnighted and have a repair technician correct the situation.  The cost to replace the refrigerator, have a delivery crew install a new refrigerator and take the current one back to the store, then get the current refrigerator back on the sales floor to be sold as an open box item would be exhorbident in comparison to the less complicated solution.

[GeraldRose]

Let me rephrase what I said, when I said you send the bill no no one.  What I meant was your not going to receive a check in the mail for that, you can possibly get a gift card but to assume your getting cash is somewhat silly.

[skylorsdad]

Like you said, the phrase was "tongue in cheek".  I was more taken back by the fact that they didn't offer anything, a coupon, a discount or even a cup of coffee. My "who do I send a bill to" is tongue in cheek, but at the same time these people have no care about who the inconvenience or at what cost.

[Elizabeth-BBY Community Supervisor]

Hi skylorsdad,

I've asked Sarah, one of our Community Connectors, to look into this and follow up with you.  You should hear from her within the next few business days the most.

Thanks for posting,

[Sarah-BBY Retired: Community Connector]

Hi skylorsdad,

 

It sounds like you’re in the works of a super neat new kitchen and I am really sorry to hear of the trouble you’ve experienced with the new refrigerator you purchased from us.  We hope to provide our customers with shopping experiences they can brag about at all times, and while I understand I cannot change how your experience has began, I would be happy to look into the situation further, in an effort to avoid a similar situation from occurring again in the future, and to see if there is something that can be done to hopefully bring a great end-result to the situation!

If you are interested in my assistance, please refer to the private message I have sent you explaining exactly what I will need to get started.  To check your private message, first log into the forum with your username and password, and then click on the envelope in the upper right-hand corner of the page.  I hope to hear from you!

Thank you and have a great weekend!
Sarah

Community Connector

Best Buy® Corporate