Best Buy & Geek Squad Policies

[lindaandchip]

I purchased a Frigidaire Affinity front load washer 2 years ago.  For the last three months, it has not worked more than it has worked.  The extended warranty seems useless.  They have sent techs out and have replaced the door latch 4 times and it still doesn't work.  Should qualify for lemon replacement, but somehow Best Buy keeps finding an excuse not to do it.  Every time they say they need to send a tech to confirm the problem.  He confirms it, but they still haven't replaced it.  Will spend another half day at home tomorrow waiting for tech to "confirm" AGAIN.  If you have a job and can't miss work repeatedly, avoid Best Buy like the plague.  I have never experienced such awful customer service in my life.  Techs who come to the house are good.  It's everyone associated with 1-888-BESTBUY that is ignorant.  Please don't buy from Best Buy.  You'll be sorry!

[Kowboy83]

Have to agree about customer service. No follow-ups and no one at 1-888-BestBuy can provide answers to what should be simple problems. Heck, I couldn't even get connected to another department without getting disconnected. Happened three times in 6 calls. There should be a way they can keep you on the line til they connect you to the department they are sending you to.   

I agree that buyers need to beware, especially if they made the purchase online.

Good luck.

[oldtess]

I agree.  Similar problem with a computer monitor- purchased the PSP and now realizing what a waste!  Customer service has been poor at the stoor and the manager on duty who I spoke with when bringing the monitor in and then again this evening was anything but customer friendly or supportive.  "I follow the rule and there is nothing else that can be done".  The geek squad checked out the one year old monitor that failed, had the same problem, sent it off to repairs (expedited) to find out now (after two phone calls) that they cannot replicate the problem.  So per the manager it will be returned and wait to see if it fails again- if it does send it off again, if not replicated returned- and this could go on and on for 3-4 times with no monitor for weeks.  Weird how the geek squad had the same problem as we had at home without it powering up and then not able to be repaired. 

Problem is that, I now don't trust them.  My laptop froze after six month from purchase time- told by geek squad needed to clear programs, add another virus software and they could do for approx the cost of $130.  Rather did the same thing at home, added the recommended software and same problem.  Brought it back again the next day- same solution, said that was done- said it would cost me money.  Declined.  Reevaluated at home- happened again- brought again to geek squad- would cost money to clear system (oh the computer had no virus').  Called Toshiba- brought to their recommended repair center- had a problem with memory and repaired at no cost.  Geek squad was completely off.

So does anyone at Best Buy really tell you the truth.  When called regarding the monitor yesterday, I was told someone would call me right back- no return call.  Wrote to the best buy customer service, no reply.  Called again, 3 calls to reach a manager and then she was rude.  I can see why sales are falling....  Best Buy, if you want customers to return you have to care!!!!!!!!

[Weiweigirl]

Totally agree on the customer service.  It's bad bad bad!

Recently, we purchased a washer, dryer, fridge for about $5k.  Took 4 calls and 3 disconnects (each call on hold for more than 10 minutes) before getting through to the installation department.  Finally spoke with a manager and she wasn't even able to help.  It was ridiculous!

Finally, got everything - the fridge failed after 12 hours.  Called the customer service department - and she informed me that Best Buy would be happy to pick up the failed fridge and return our money but we would have to re-order the fridge again.  There are no "exchanges" / "replacements".  Basically, we would have to pay for another delivery fee ($70) and wait another week for a fridge! 

Needless to say, we will be buying our new fridge elsewhere.  In this economy, stores are begging for businesses and we will be taking our $2.5k to spend elsewhere instead of at Best Buy. 

[Elizabeth-BBY Community Supervisor]

Hi lindaandchip, 

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]

Hello lindaandchip -

As a mom with three daughters who love to change clothes, I could not imagine having my washer out of commission as much as yours has been.  I can only imagine your frustration.  I do apologize for that. 

In reviewing your case, it seems that your situation may have changed since your original posting.  Please watch your private messages for further communication from me.  You can check your private messages by first ensuring you are logged into the forum, then clicking the envelope in the upper right hand corner.

I look forward to hearing from you.

Regards,

Dorothy

Community Connector

Best Buy® Corporate