Best Buy & Geek Squad Policies

[elpulpo]

Just voicing a complaint

I live pretty far from the closest Best Buy, over an hour trip.  I was interested in a couple of Best Buy's new laptop computers, and when spending ~$1500 I am hesitant to buy this online, without ever seeing the items, how well they are built, how comfortable the screen and keyboard are etc.

So this morning I called 1800BestBuy to make sure the store I was heading had them in stock, and I would be able to see them. After checking their computer, and then verifying it (I guess they called the store, I was on hold a good 10 minutes for that part) I was assured They had 2 of the 3 models in-stock. I could go to this store and see them, even sample-use them to make my decision, and make a purchase.

So I get to the store, and none are on display. Thats fine, they are newer models so they didn't get around to it yet. After about half an hour, on a Monday afternoone with very few customers, someone finally stopped to help me. 

I asked about the new computers, they did a lap around the displays and said 'don't seem em here, we don't have them in yet'. 

Mind you there are 3 workers and zero customers, other than me, in the computer area at this time.

I ask another guy about them, saying that I called. He says they got some new ones in back, and they could be the model. After following this guy around I finally convince him to check the models, i had them written down etc. So he does, and they are both in the store. 

I ask if its possible i could see them. No chance, hes too buys watching the 2 others try to put up a display shelf.  So after 'harassing'  this guy for a little customer service he finally says He is only one man, he has other computers,shelves, items to put on display first and the ones I'm looking for wil be out in a few hours.

Now maybe they have a checklist they have to go down in order or something? And I'm quite sure they don't work on commision, because noone there was the slightest bit interested in a ~$1500 sale. 

I called first to make sure they were in stock and I could see these models, I was nice as could be at the store, I had money and wanted to buy one today. There is absolutly no reason 1 of the 3 guys putting up a shelf could not assit me.(actually 1 guy putting it up, one watching, and one leaning on a cart)

I left with the decision to buy a slightly more expensive computer online from somehwere else, its a better all around comp/deal than the best buy ones but the fact i could go IN the store, see it first, and buy it on the spot was the only reason I was going to buy Best Buy in the first place.

[elpulpo]

oh the old planograms.

same deal happened when i bought my last car. they just got delivered that morning. all out back, none parked where they wanted for display.

only difference is the salesman went above and beyond, moving cars to get them out, let me test drive it, and made a sale instead of acting like it was a major bother even answering a simple question. 

ah well , im sure both methods have their merits.

[Nokia]

A car is a big difference, especially since you don't have to unwrap it!

[elpulpo]

not really. both make their money selling things to the consumer, only difference is i can't so easily get the brand new car shipped to me from an online store. so technicly speaking he should care less.

but anyway, its karma, and it actually worked out for the best.

i saw the specs, the price and /droll..wanted one bad.

but after  a little more research today, found out the one i most likely was going to buy is a dud anyway. of course,  typical Best Buy fashion, you are still selling them, even though every single one is defected severly.

[elpulpo]

so far all i see is that you are  forced to offer crappy customer service, and forced to sell things that you know do not work at all?

its amazing bestbuy has such a bad rep, i can't figure out why!

anyway not here to knock you, i said my piece and just ordered my sager anyway.  im sure you are a nice guy just working for a terrible company,

cheers. 

[John-BBY Community Connector]

Hello elpulpo,

I was quite disheartened to read about your store experience.  Even though you were provided with inventory information through Customer Care, occasionally our stores haven’t yet put the product on display.  Truthfully, that should not stop them from giving you the opportunity to “test drive” the products that you visited to see.  I regret that the associates with whom you spoke didn’t seem to share my viewpoint.

As a matter of practice, we strive to greet our customers in store and make sure that they are getting the assistance they require.  That you went 30 minutes before getting assistance is very surprising.  More surprising and upsetting is the response from the associates.

I know from my own experience that our internal policies don’t require our security procedures to be executed before a customer can view a product.  I was once shown a computer that was of personal interest by an associate in store a few moments after I asked about the model and before I’d identified myself as an employee.  Why you received the response you did is a mystery to me.

Having said that, I have an offer for your consideration so please watch for a private message from me.  To check your forum inbox, please sign in with your user name and password and click the envelope icon in the upper right.

Thank you for taking the time to share your experience!

Sincerely,

[mstng87gt Trusted Contributor]

 I have to say as a customer I am shocked as well.  I have never walked into a Bestbuy and waited more than a minute before I was asked for help.  And when its packed I have waited about 5 minutes at most.  If this ever happens again I would ask for a manager and let them know what you were told and how long it took to  get help.