04-12-2012 09:21 PM
I do not want to make this long. Bestbuy fails at customer service. I bought 3 computers among other things in the last 3 months for my family at Best Buy. 2 of the 3 computers failed with in the first two months. One we went threw the entire 3 week process of waiting for it to go out and come back for repair. Second one after an hour of arguing with the tech and store manager I finally got a in store refund. I really can't understand how Best Buy expects you to shell out $800 dollars for a computer and not be upset when it breaks in less than two month of purchase. When you sell a product in your store you are suppose to back that product. Even if it is a brand name it still was purchased at Best Buy. I know I am not the number one customer at Best Buy but I spend about 3k a year there. I think this would show a bit of loyalty. But I have to say over the last three years Best Buy has been nothing but a disappointment. I can see why the internet companies are taking over the retail experience. My day spent at Best Buy today took a lot out of me. This is not the type of experience I will be dealing with in the future. After all is said and done with my latest issue I will be done with Best Buy for good. I am getting old and spending one minute of my life arguing over a computer is not worth it. I hope everyone who reads this understands how stressful this shopping experience was and will take a look at other options before shopping at Best Buy.
04-13-2012 06:51 AM
04-13-2012 08:43 AM
What bajarider said. I used to have pretty good luck with Alienware computers (where my user name came from) but I seem to recall spending a bit more than $800 initially and then spending even more to max out the processor and memory. However, I too bought an iMac from Best Buy and have never looked back. It just works. Someday I'm hoping to combine a monitor with a MacBook Pro so I'll have the best of both desktop and portability worlds. Life is short and excessive stress isn't healthy. Good luck.
04-13-2012 01:03 PM
04-14-2012 05:22 AM
From what I know you are correct. My oldest son has a Mac and is extremely happy with his. He has no issues. But my issue is with Best Buy. Number one I really don't have the money to buy four Apple's for my family. I just bought four comps from Best Buy this year for my two youngest children and my wife and me. My issue is if Best Buy sells a product that tells me they support what they sell. My last case seniors. I walked in asked what's the best tower comp you have in stock for around $800 dollars. They told me the HP. They even told me that it was better than the Dell and the Gateway in a comp. So me not knowing about computers bought it. I found it funny that they would carry two other computer lines but not support them in the least. So in my head I thought wow this really must be the best. Well two months later my comp crashed completely after we just got my daughters back from repair which was a laptop brand new bought at Best Buy. Well the frustration grew not only was it hard to get an answer on why the computer failed. First I was told it was the video card. Then I said the key board and mouse doesn't work either. Then they changed the story to it was the mother board. Right then I knew the Geek Squad tech really had no idea what was wrong. So an easy answer would have been I really don't know what's wrong. But we will be willing to help you out by finding a replacement. Well it was easily and hour of total frustration of him going back in forth to the manager trying to get an answer. I really wish the manager just came and spoke to me instead of hiding out in the back. Well what I'm trying to say is if you sell something for $2 dollars or $3 thousand in your store you really should support all of the products because it being sold under the Best Buy name. Oh and the funny thing is after all was said and done and I received an in store credit for my broken computer they still told me the HP was better than the Dell or Gateway but where out of stock. I was so tired and angry after that experience I had to go home and take a nap. When I woke up I ordered my computer online at Best Buy with my gift card. I really don't know if I ever want to set foot in a Best Buy store again. So you are probably so right on the reliability of the Apple. But I can sure tell you this if I ever get the money to buy one it will be at the Apple store not Best Buy. Thank you for your comments and thoughts.
04-14-2012 01:26 PM
I had problems with a laptop I got there. I also had the warranty, although the warranty covers nothing. I also purchased a TV about a year ago. When I got it home it was used! There were finger prints all over it and the TV did not work. Someone returned it for that reason I am sure and they resold it!
04-14-2012 03:40 PM
I really hope Doug-BBY can help you resolve your issues. The Best Buy I shop at (Store 21) has some outstanding employees, but fortunately I haven't had to return or repair very many things I've bought there so I don't have a lot of first hand knowledge about the local Geek Squad techs.
And just for the record, I don't usually try to hijack threads and turn them into a Mac vs. PC debate. I realize that there are a lot of variables when purchasing computers, and I totally understand the financial aspect. That's why I wrote that I'm hoping to get a MacBook Pro "some day". I think Best Buy actually has the one I want on sale right now, but it won't be happening this month and next month isn't looking good either. We also have Dell, Gateway, and Toshiba laptops in the family.
Best wishes, Kev
04-14-2012 06:14 PM
04-17-2012 05:22 PM
So it gets better. Doug reached out to me. Said I got full refund so everything is fixed. Nothing was said about the hour plus of my life I spent trying to get the refund. Not even an apology. All I can say is never again will I put up with Best Buy.
04-17-2012 07:01 PM
Thank you for stopping by the forums to let us know how we can do a better job serving you when you’re faced with computer trouble.
I was disappointed to read that you felt so exhausted after these last few purchases and don’t blame you given all the trouble you’ve had with computers recently. I know that our Geek Squad didn’t inspire a lot of confidence right away, but I hope that our team was on the right track. Motherboard issues have a tendency to be tougher to diagnose and we usually don’t start making steps to repair your computer until our agents at the service center have a chance to run their full battery of tests. While we can make an educated guess at the counter, it’s tough to say for sure what’s wrong until we really test all of the hardware.
We do offer support under the manufacturer’s warranty for most of the computer brands that we sell. Our goal is to offer you that service support when you need it to make things as easy as possible for you. While rare, defects do happen, no matter what brand you use. We back the products we have by offering you an exchange in the first 30 days, or repair in the first year under the terms of the manufacturer’s warranty.
I know that you were hoping for our management team to put some more attention on your concerns right away when you were in store and I will be sure to share that feedback with our local team. It’s important that we’re there to really hear you out and make our best effort to assist each and every time and I’m sorry we let you down.
Please let me know if you need any assistance finding a suitable replacement computer. You should feel free to consider our entire selection online as well as in store.