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New Member
Posts: 3
Registered: ‎08-11-2017

Does BestBuy really care about Customers?

I used to wonder why many Best Buy outlets are getting closed.

My recent experience with them proves why... they are not fit for Customer Service.

 

I bought a laptop for my daughter on 13th May 2017, from the Stevens Creek Blvd, San Jose, CA, store.

It was a good configuration ASUS laptop and got a very good deal for an open piece... paid $375.

I was told that no need to worry, any issues with the laptop, BestBuy technical team will repair it, blah blah blah...

 

After a month, by end of June, the laptop stopped working.

It wouldn't boot up, always showed "Automatic Repairing..." message and no options worked.

I took it to the San Jose, Curtner Ave store and showed it to the Geek Squad.

One Mr. Anthony spoke to me... he is supposed to be a technician, but he didnt even try starting the laptop and checking what is the problem. He asked me the symptoms and told me that it has to be sent to ASUS for manufacturers warranty repair. 

When I told him about the Open Box story and that BestBuy shoudl repair it, he asked me to go to the store where I bought it. I spent 30 mins there... but he never even checked the laptop once.

 

I went back to the Steven's Creek Blvd store after couple of weeks.

Again the Geek Squad person didn't check the laptop, he told it will be sent to Manufacturer Warranty repair.

I agreed and after 2 weeks, got a call that water has gone inside and the mother board is gone, requires $450 to repair.

I declined and collected the laptop in a week.

I checked with the supervisor, as I was sure I had not spilled water on the laptop.

He was not willing to listen and all he could do is... offer 20% discount on the repair cost or 20% discount on another open box laptop.

 

I was not willing to spend any extra money on any Best Buy service.

I took the laptop home and created a bootable USB and tried to boot the laptop, re-install the Windows10 and now it works like a new one.

 

So the funny part is...

1. What is the Geek Squad there for if they can't even do the initial technical analysis?

2. The laptop was sent to ASUS for warranty repair, but all records show it was always with BestBuy Geek Squad, may be some other location. If it was sent to ASUS may be they woudl have resolved the issue free of cost.

3. Easiest way to deny free service to customer is saying water went inside and damaged the circuit. It is a shame, because I couldn;t prove that I have not spilled water on it. I doubt if the service guys even opened and checked anything.

 

Overall... very bad experience with Best Buy.

Stay away from them... happy to see more and more Best Buy stores closing down.

 

Best is Amazon, do online shopping for what you like, if you don't like return it. No questions asked... even after months, may be the refund amount will reduce, but you don't have to live with a faulty machine.

 

Never again to Best Buy...!!!

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Posts: 3,856
Topics: 52
Kudos: 316
Blog Posts: 11
Solutions: 287
Registered: ‎07-27-2015

Re: Does BestBuy really care about Customers?

Hello itsmanoj_k1 –

 

Welcome to the forums and thanks for your post. I’m sorry to hear about your disagreement with the diagnosis of your laptop, and that this experience will affect your decision to do business with us in the future.

 

That said we appreciate you taking the time to share your experience and feedback with us, which I’ll certainly be recording here at our Corporate Offices for review. If you have any other questions or concerns, now or in the future, please don’t hesitate to reach out to us again.

 

Regards,

Michael|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎08-11-2017

Re: Does BestBuy really care about Customers?

I would be interested in knowing the response / result after your corporate review.

Not expecting anything much though...

Posts: 3,856
Topics: 52
Kudos: 316
Blog Posts: 11
Solutions: 287
Registered: ‎07-27-2015

Re: Does BestBuy really care about Customers?

Hi itsmanoj_k1 –

 

The results of any Corporate Review are kept internal, and are not something we share publicly.

 

Regards, 

Michael|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 6
Registered: ‎08-17-2017

Re: Does BestBuy really care about Customers?

What is corporate review for and what does it do?
New Member
Posts: 3
Registered: ‎08-11-2017

Re: Does BestBuy really care about Customers?

This is what I got from the BestBuy person

"The results of any Corporate Review are kept internal, and are not something we share publicly."

 

Smiley Happy what else to expect Smiley Sad

New Member
Posts: 6
Registered: ‎08-17-2017

Re: Does BestBuy really care about Customers?

Yeah. Not like they'll do anything. It's only a matter of time before they'll have to close all stores with the way they're handling things.
Posts: 410
Topics: 0
Kudos: 262
Solutions: 29
Registered: ‎02-09-2011

Re: Does BestBuy really care about Customers?

You're not entitled to know if persons were written up/fired over giving wrong information or handling your repair incorrectly (which it sounds like they did). That's between the employee and the company.
---Please be advised that while I am an employee of Best Buy, I am here on my own time just like yourself. I am here simply to offer insight and information from a regular employee point of view. My comments are my own and not representative of Best Buy Co., Inc. I AM NOT A FORUM MODERATOR; therefore, I can not look in to order/account information. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you in order to speed up the answer queue for other customers.---
New Member
Posts: 6
Registered: ‎08-17-2017

Re: Does BestBuy really care about Customers?

Ok. That's what it means. Thank you. But the customer should at least get an explanation as to what went wrong.