Best Buy & Geek Squad Policies

[mirro2012]

Earlier this evening, I went into my local Best Buy in search of a high-quality gaming video card. In my search, I located an outstanding EVGA GeForce GTX 560, SLI 2GB GDDR5 Memory video card. I noticed that the box was a little beaten up on the corners, but it had the Quality Assurance stickers still attached, and since it was the last available card of that caliber, I went for the purchase using my Best Buy HSBC card. Cost me $259. I also bought an 850 watt TR2 RX power supply, but that's of little importance to this story.

Upon arrival at my home, I excitedly opened the box and noticed that there was no warranty card, no instructional manual. How odd...nonetheless, I pulled the card out of the plastic casing and immediately went to install it into my motherboard, when lo-and-behold, noticed the logo on the card. It was a Radeon HD 4770, clearly used (the fan had dust in it, and there was other wear and tear). CLEARLY not the card I purchased...not even the correct manufacturer!

I immediately returned to the Best Buy store, went to Customer Service and explained the issue. They appeared extremely shocked (imagine mine...since I spent nearly $300 on an antique card...). I calmly explained the situation and the customer service employee went to find the manager. Again, I explained to the manager the issue. It had literally been 45 minutes since I had walked out of the store the first time. The manager explained that she would contact the manufacturer to see if anything like this had happened before, or if it was a trend. Although I was frustrated, I kept my calm and decided to let bygones be bygones and let the situation figure itself out.

The manager returned, saying the manufacturer had not identified any issues. What was perplexing to Customer Service was that the QA stickers had not been tampered with prior to my purchase of the card, and the box had been "sealed". We had an understanding, as I explained that I had broken the sticker to open the box; but however the wrong card was inside. The manager decided that she would have to contact the police to report the issue, which I had zero issue with and was willing to wait for the police to arrive. I was fully prepared to allow the police to search my home, look for any evidence of a Radeon card EVER being used (I've never touched them in my life) in my computer. I was happy to assist.

After another 15 minutes of waiting while the manager discussed the issue with some other employees (away from my view), she returned and packaged the card up, put it in a bag, and stated that they were uneable to assist me. The entire time I remained calm, as I had nothing to hide. As an active duty military member and 10-year veteran, I tend to not let my temper get the best of me. And of course, I have far more to lose in the military if I tried to fraud anyone, so I was hopeful that they would understand I was not trying to attempt to fraud them in any way.

So, I was turned away. I still needed a video card, so I swallowed my pride and went to the shelves, selected a video card and went to purchase it at the counter. As I was swiping my card at the counter, the manager came to me and informed me that I was not allowed to utilize the return service on video cards at that store ever again. I understand their suspicion, and I did not create a scene, but this was highway robbery!

I headed home with my new card and contacted Best Buy Customer Service, and spoke with a very understanding and friendly employee (whose name I do not recall now). She notified me that she would contact the store to get a better understanding of the situation, and would call me back. After 15-20 minutes, she returned my call and explained that the store managers and employees were suspicious of me for being "so calm".

My response was, "of course I was calm. I'm military. I'm trained to be calm. I have nothing to hide and am certainly not attempting anything criminal."

1. I was not seeking to point fingers,cause a stir, but this was definetely a problem, and perhaps it had happened to someone else! Either way, someone needed to be notified!

2. I would have loved to have gotten my money back. $300 is not cheap.

3. I stated that while I had been fairly treated (relatively speaking), the fact that I was not allowed to return video cards to the store was awful. I have never returned anything to Best Buy anyway, but if the 2nd card I purchased had not worked (thankfully it does), then I could not return it and get my money back...which would have put me nearly $600 in the hole.

I feel like I was literally robbed. I wish someone could assist me, but I understand the stance by Best Buy...after all, how could I convince them that I had not taken the original new card to my house, replaced it with an old one, and tried to fraud them? Seems like I just have to take the hit...

so that's my story. I spent $600 on a single video card that was worth $260. The best advice I have to anyone reading this, is : DO NOT PURCHASE ANY ITEM IF THE BOX LOOKS EVEN SLIGHTLY TAMPERED WITH.

Regretfully,

Best Buy consumer.

[robb884]

Have you heard back from anyone yet about this?

I am surprised by the way you were treated and I work for the company.

I honestly would talk to the store manager. Not the manager on duty. Ask for the store manager.

This is a tricky subject as it could be seen in many different ways. But I would have hoped that the store would have sided with you.

My comments and opinions are exactly that, my own. Although I do work for the Geek Squad, I am in no way speaking for, or representing Best Buy as a company.

[mirro2012]

I don't feel that I was mistreated, because I understand that scenerio's like this can be very tough to figure out for both sides. I spoke with the corporate office a few hours after the incident occurred and was given a well-intentioned apology but they stayed firm on  their stance...which of course is their right to do so.

I'm going to call the police department and see what my options are. Perhaps something good can come of this.

I'm just blown away that I would be suspected of fraud. I wish I was a viral youtube user and had videotaped the purchase, opening of the box and the discovery the wrong item so that I could have the proof I need.

If I was trying to fraud Best Buy, then why would I come back immediately (literally an hour after I purchased the item), remain calm and willing to explain and work out any issues, and be willing to coordinate any investigation by police? As embarrassing as having a police officer come into the store and question me, I was willing to have that happen because I had nothign to hide! What kills me even more, was that after I reported to Customer Service the issue, the fact is: I still needed a video card! So I went to the aisle, selected a second video card, and was in line purchasing a brand new card when I was told I could not return it under any circumstances! People who commit fraud probably aren't going to attempt to return something, and then when turned away, go and purchase a second item anyway.

I'm a military man, of nearly 10 years. I have alot to lose by frauding a company.

I imagine I have purchased my last item from this company.

[Justin-BBY Community Connector · Accepted solution]

Good afternoon mirro2012, 

I want to apologize for the confusion that took place at your local store while shopping for the EVGA GeForce GTX 560 graphics card. I commend you for keeping your calm through this experience and appreciate that you can understand the store's perspective as well as your own. 

We don't want to lose you as our customer and I'm in agreement with you that it's a shame that you were told that you can no longer return video cards. I'm puzzled that since you didn't raise a scene and were "too calm" throughout this experience, you're being chastised. At any rate, to get a bit more feedback on your situation, I've passed this onwards to the upper store management teams and as soon as I receive a response, I'll let you know via private message. To view your private messages, ensure you're logged into our forums and click on the envelope icon in the top right corner. If you have any other questions or comments, feel free to reply to this topic, or if you'd prefer, you may send me a private message by selecting the link beside my name.

Thanks for posting, 

[biff]

Sounds like someone bought the video card, put their old video card in the box, returned the "box" and got their money back.

[hydrogenwv]

Yup. Sounds like exactly what happened. Unfortunately, this is why they have to be skeptical in the situation. How great the world would be if everyone was honest.

My recommendation to everyone... If you buy something you consider expensive, open it in the store after paying for it just to check. If you don't leave the store, they can't accuse you of swapping it.

OP - Sorry about your misfortune. I sincerely hope that they make it right with you.

[Bagman]

I would dispute the charges with the credit card company

[mirro2012]

**UPDATE** /FINAL POST

First, thank you Justin for reading my post and addressing my concerns. So often it can seem as though moderators of forums "gloss over" concerns of their customers or subscribers, and no solution is presented.

Today I thought that I would try again, and possibly speak with another Manager and see if a solution to my problem could be found. I was shocked to find that the person I reached on the phone knew my name after I briefly (and I mean, BRIEFLY) described my issue and he was more than accomodating in inviting me back to the store to return my purchase. His name was Chris (Rapid City Best Buy # 861), and I want to thank him for being very candid with me and geniune toward my concern.

I went in, and another extremely professional and helpful manager (Jordan, Rapid City Best Buy #861) was very prompt in helping me, made sure I understood that they were very sorry about the misunderstanding and then proceeded to take care of my return. We both discussed how very strange the scenerio was, but at no point did I feel chastised or judged in any way, and for that I am thankful.

So if anyone from Corporate Best Buy is reading, I want to make it clear that Chris and Jordan were an amazing help, and did everything they could to make sure my solution was solved when I returned the item today.

A final warning to purchasers: Check the box thoroughly before you buy it! If it does not have the plastic wrap on it, be suspicious (especially if it is an expensive item) and be sure to check the product.

Satisfied Customer,

Jon {removed per forum guidelines}

[Justin-BBY Community Connector]

Hello Jon, 

Excellent! I'm so happy to hear that after relaying your incident to the store managers, Chris and his team were quick to jump in and ensure that you came to an acceptable solution. I was happy to assist you and it's wonderful to hear such praise in your reply. Thank you for allowing us the opportunity to work with you and I hope you enjoy the rest of your week. 

All the best,