Best Buy & Geek Squad Policies

[WarBird69]

Called Best Buy $266 in Beavercreek, OH to see if they would have any World of Warcraft Wrath of the Lich King Collector's Editions available for the midnight release on 13 Nov 2008. They said they would, 50 CEs and 200 regular editions, and they would all be first come first serve, unless you preordered then your game would be waiting for you.  I took those numbers to be what was available for general purchase, not preorders, but I asked to make sure anyway.  The associate on the phone confirmed:  preorders were for the base model game only, all CEs were first come first serve, but if you preordered you could upgrade if you chose.  Being paranoid, I had 2 other people call to ask the same questions a little bit later (my wife and a friend). At least 2 different employees said the same thing. Double checked website just to make super sure no preorder was necessary to save a copy of the CE. So my buddy and I head out after double, triple, and quadruple checking CE's would be available to us...

Stood in line outside Best Buy for about an hour(starting at 8:30 PM), in the rain, just making casual chat with the 5 or so others in line with us. An employee comes out and tells us the store changed their mind about CE's. Only those who preordered the base game will get a shot at a CE if they would like to "upgrade". No preorder, no CE.  Needless to say, 3 out of the 5 in line were quite pissed. I went inside and talked to the Electronics manager, letting him know how displeased I was, feeling like we had become a victim of "bait and switch".  Didn't feel like he even cared, and just wanted me to go away so he could go back to whatever he was doing before.

Frustrated, we left and called around town only to find out Best Buy has a monopoly on CE's in the area. In defeat, we simply went to Meijer and stood in line there...but at least we were out of the rain and warm. We ended up being #10-11 in line there. Got a regular edition no problem.

I want to state again that while yes, I am upset I didn't get the version of the game I wanted, I'm *MOSTLY* upset at the fact I stood in the rain for an hour after being told Collectors Editions were first come first serve by no less than 2 different employees.  I'm upset after that hour in the rain with temperatures being quite chilly, we were told the store had changed their minds at the last minute.  I'm upset that the "manager" didn't give two s**** to the wind about me or my problem.  And I'm super upset at the apathy I seem to get every time I set foot in that store, but I normally chose to ignore it because it is convinent to shop there, the store is clean and well lit, and the prices are descent.  No more, not after this slap in the face.  I'll drive the extra distance or shop in a tad bit more expensive store to get good customer service.  The next time I want to be treated like dirt, I'll make sure to stop at Best Buy.

EDIT:  I wanted to add that this experience probably isn't "bait and switch" in a legal sense, but that is sure what it feels like to me.

Message Edited by WarBird69 on 11-13-2008 08:37 PM

[u_hsen]

so you are upset because you were WILLINGLY to wait in line for a game. it was up to your discrestion not the store nor the manager. you know it's raining and yet you stand in the line.

it's not "bait and switch". in this country, there's so many "terms" for legality, u can sue some one just by staring at u for more than a couple seconds for a harrasments.

[WarBird69]

I'm upset that the terms for which I was waiting in line for the game, in the cold in rain, were changed mid wait.

I entered the line with the notion I could receive item A, based on conversations with 2 different Best Buy employees and research on the website.  Instead, after an hour of waiting I'm told I couldn't receive Item A, and would instead receive Item B.

THAT is why I am upset.

[Bryce]

I agree that your expierence was a bad one, the information that was given to you was incorrect and in this sense I think BestBuy made a mistake. hopefully this post is read and they will work hard at making sure employee's give more accurate information.

[Mustang76]

I agree with WarBird....it definitely sucks.  On another note, u_hsen, do you work for or are you affliated with Best Buy in any way because your comments on here seem very biased?

[GSAgent119]

if you knew you could upgrade from the standard, why didnt you preorder it so you would have better chances?

[WarBird69]

Based on the information given by the first two associates, a preorder wasn't necessary to receive an upgraded version.  In hind sight, yes we should've preordered reguardless, but at the time it seemed unnecessary since the store would have plenty of copies available for general purchase.

Live and learn I guess.  I just hope some good comes from my crappy experience.

[Dorothy-BBY Community Supervisor · Accepted solution]

Hey Warbird69 –

 

As a fellow World of Warcraft player, I feel your pain.  I personally stood in line from 8:30 until Midnight in 30 degree weather to obtain my new copy, so I am right there with you wanting the Collector’s Edition. 

I wanted to sincerely apologize that you were given the correct information on the telephone only to show up at the store and have the type of experience you described.  The Collector’s Edition was NOT AVAILABLE for pre-sell, and was to be sold on a first come, first serve basis.  It appears that the store was not 100% clear on this information and made a decision they thought would be in the best interest of the pre-sell customers, however did not take into account folks such as yourself who had been given other information. 

I know the specifics of World of Warcraft; I know that I cannot make up for this with your actual game.  However I would like the opportunity to restore your faith in Best Buy®.  Please keep an eye on your private messages. 

Regards,

Dorothy

Community Connector

Best Buy® Corporate

[WarBird69]

Dorothy,

I wanted to thank you for taking the time to reply here.  I am relieved to see my experience was isolated to this one store, thereby only affecting a handfull of people. 

Again, thank you for taking the time to resolve this situation.

WarBird69