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New Member
Posts: 3
Registered: ‎07-06-2018

Contact information

I've purchased over $5K in products from BB over the past couple of years and today I discovered a PC I purchased in January has warranty issues.  I realize this is not a BB problem and I need to contact the manufacturer for warranty work.  My frustration is when I called the Burnsville, MN store for help in locating needed information from my purchase someone answered the phone 6 times and hung up.  Six times!  Frustrated, I called the Apple Valley, MN store where I've also purchased items in the past.  This time on three consecutive calls the phone rang between 2-5 times and was immediately disconnected.  I called the corporate number and was told he couldn't help me and I needed to contact the store where I purchased the computer.

 

Until today I've been pleased with the pricing and the availability but at the moment I'm pretty sure I won't be making any additional purchases with BB.  Looking for suggestions from others on this forum for retailers (big box or online) with better customer service for needs after the sale. I use Amazon quite a bit and have had good success on any issues but would like forum reader recommendations for higher end electronic purchases?

 

Thanks!

Member
Posts: 17
Registered: ‎03-30-2018

Re: Contact information

You’re coming to Best Buy’s forums to ask for advice on where to shop—aside from Best Buy—for electronics? Good luck my friend. 

 

For your warranty question, what type of PC was it?

New Member
Posts: 3
Registered: ‎07-06-2018

Re: Contact information

Thanks for asking.  CyberPro Gaming PC and I was able to connect with the manufacturer online last night to resolve.  My frustration with BB is the frustration and failure of  BB  to offer any sort of customer contact information.  Had to google to get the corporate phone number because if it listed online it must be in the most obscure placed on earth.  No online chat option, no instant answer option, and no phone number for speedy resolution.  My purchase experiences have been very smooth and problem free.  This is the first time I've needed service and not only was it impossible to get either of two stores to pick up their phones there was no option to reach corporate with searching the net and finding a different company that offered their support phone number.  

 

I posted here looking for recommendations on other vendors because I see many service complaints (most unanswered by BB) but I'm hoping one of those complaining will share their postive experiences with competitors.  From the looks of things and my experience so far, I don't think any BB employee will ever read or respond to my posts.

Highlighted
Posts: 5,194
Topics: 83
Kudos: 234
Solutions: 239
Registered: ‎11-30-2015

Re: Contact information

Hello davidparadise,

 

Discovering your new PC has some issues that were determined to be manufacturer defects is upsetting. I’m sorry to hear that you had trouble getting through to your local Best Buys and upon calling 1-888-BESTBUY you were unable to locate the help you were looking for. Thank you so much for your patience as you waited for our reply. We’ve been a bit busier than usual and we’re doing our best to get caught up.

 

Can you please share what kind of information you were seeking from your local Best Buy in Burnsville and Apple Valley regarding this matter? I’d be happy to see how we might be help you at this time. You’re welcome to locate most manufacturer’s contact information here if that’s what you were looking for. I look forward to your reply to learn more about your concern, and about how we might be able to help you.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎07-06-2018

Re: Contact information

Thanks for getting back to me and it sounds like your department is simply understaffed.  Maybe that's the same reason why the phones didn't get answered in either of the Apple Valley or Burnsville stores.  I do see lots of sales staff who don't appear to be overly busy when I go in to pick up items I've purchased in the past but perhaps the employees roaming the store don't have access to ringing phones.

 

The tech support from the manufacturer (I found their info through online searches) was able to trouble shoot the problem over the phone.  My discontent with BB is simple - it was impossible to reach anyone in two brick and mortar stores, on online chat access, no response to Twitter request, and days before getting your response.  Between kitchen appliances, televisions, internet gear, five computers, cell phones, room filters, wall mounts, surround sound, and who knows how much I can't remember I've always had a very good sales experience.  This is the first time I've needed service and it was incredibly difficult to even establish contact with anyone from BB.  Very disappointing.  I just finished purchasing a 65" television from Amazon that I would have preferred to pick up tonight from a local store but I don't want to be angry at myself the next time something comes up and I face the same level of customer service. I'll wait the 2 days for delivery and keep my fingers crossed I don't need service on it someday.

 

Thanks again for your follow up - however late it came I do appreciate that evenually someone found my post. 

Posts: 5,194
Topics: 83
Kudos: 234
Solutions: 239
Registered: ‎11-30-2015

Re: Contact information

Morning davidparadise,

 

Thank you for sharing your overall disappointment regarding your purchasing experience. I understand that the series of events that followed your PC being defective weren’t in-line with the kind of service we’d expect you to receive when shopping with us. I appreciate the time you’ve taken out of your day to share your feedback with us. It’s my sincere hope that you’ll be able to provide Best Buy another opportunity in the future to provide you a better experience.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!