BestBuy.Com

[redbarron55]

My god have the manager put in his pickup truck and take it to the man. He has paid for the thing twice and paid to have it delivered! Best Buy has fooled around enough.

Best buy has deteriorated to this point and seems to be on the slippery slope where you not only do not provide customer support and honor your commitments, but also seem to encourage your shop trolls to feed on those unfortunate enough to be your customers! Then these trolls slap each other on the back with Kudos for their efforts.

How long will you survive without customers?

Personally I am convinced that Best Buy management has failed and we are seeing the death spiral of the company.

I have spent over a week just getting a reply from Best Buy. I have been reviled doe continuing to post each day that a reply was not made. I guess that would be because Best Buy told me someone would reach out to me in a week or so.

This is unacceptable and the treatment of customers in the manner that is so obvious on these boards should appalling to the management.

ANYONE reading these forum would see that Best Buy has a very serious problem and it is not because occasionally a dryer or TV failed, but rather when the customer respect and support fails. Machines always have a chance of failure. It is what the company does about it that counts. Best Buy has come up woefully short in this department.

[ShockSystem]

Hey Red,

Sorry, the last post was not clear as I was typing while angry. I'm not paying for another replacement. I'm paying the difference of $250 between the sale price of the old model and the current price of the comparable model. I have a $650 dollar credit (sale price from $1100 MSRP) to pay for the new model ($1100 MSRP) which was discounted $200 to a total $900, the difference I'm responsible for to get a working equivalent replacement is $250. $250, two months, three 100 mile trips and 20+ hours on the phone to replace close to what I had. Totally pathetic, incompetent customer support. 

I understand modern electronics / equipment can fail, I got a bad one, big deal...What has pushed things so far over the edge is Best Buy's mishandling and deflecting every step of the way. It has been a full time job to try and get this situation resolved and Best Buy reps can't understand or are confused as to why I'm upset and have burning need to see the company fry in an apocalyptic, flaming chasm, from which they could never return. I wish I had taken the 30 seconds to join and just scan this forum, I would have ended my strained relationship with this festering pile of  unacceptable putrid matter that is a shockingly poor example of a company before I wasted any more of my money. I have lots of other options for electronics and I wish I had used them. Amazon made a mistake on an order of mine once. They had the replacement shipped out and a return tag in my email box before I got of the phone, which took maybe 10 minutes. Make call, exchange item, done, complete, thank you, will buy again.

I have never heard so many excuses, confusion and mouth breathing crap from any one company before. It's actually mouth wideningly (I know that's not a word) stunning how absolutely appalling and absurd the level of incompetence has been when trying to correct a simple warranty problem at Best Buy - And they don't get it...They fail to understand the level of fail / suck that they're at. They for some reason think I'm trying to get one over on them. Take'em for a ride to get something I didn't have or a product of a higher value. Wow.

I was supposed to be able to replace the set, as they were matching (and will be no longer) so Samsung issued authorizations for replacing the washer too, but I'm unwilling to take this hit for another $250 to get the equal model or take an open boxed damaged lesser model that they offered me. They also did not understand why I found the offer a little insulting.

I'm trying to contact a friend with a truck to see if I can pick this thing up myself, so I can get it installed quickly (this weekend). What's another 100 mile trip at this point if I can correct the simple situation that Best buy failed so miserably at.

[ShockSystem]

Update:

I received a call from the Customer Service Manager as Santa Rosa Store 120 today at about 18:00hrs. I was working so it went to voicemail. The basic picture here is they are still not sure when, by whom or even if the replacement will be delivered to me. Wow, totally F-Bomb awesome. You guys are like a crack team of commandos when it comes to getting this stuff done. First, I was out another week, but now we just don't know. No one has any idea what is going on. This is how these guys operate and wonder why people are livid. Amazing, just amazing.

I guess I'll wait another 72 hours 'till Monday, as requested, without my dryer,  and see if they can figure it out.

[ShockSystem]

Here is another fun one:

http://consumerist.com/2012/01/best-buy-apologizes-if-your-item-doesnt-cost-what-it-says-due-to-tech...

Wrong price tags, who cares? Just write a note and tell the customers all the prices in the store may be wrong... in our favor. Don't worry about it.

[Allan-BBY Community Connector]

Hi ShockSystem,

I did receive another email from the store stating they are delivering the new dryer to your home on Friday 2/3/2012. I will check back on this on Monday 2/6/2012.

Thanks,

[ShockSystem]

Well,

I do not have access to a truck at the moment, so I am at the whim of our wonderful friends at Best Buy to get this replacement delivered. Needless to say I have less than stellar expectations of the competence of BestBuy's service personnel given the first experience. We shall see if they can get here on time (or on the right day for that matter) and without damaging the replacement product I'm paying extra for. I have yet to see the Best Buy gift card credit in the mail that was promised by corporate. We will see if that shows up, or if I just have to eat the total replacement cost. Now, I also do not have access to the closest neighbors dryer (they moved) and will have to travel 40 miles round trip to use a commercial washer / dryer. It's certainly going to suck it these guys don't get it right, but somehow I doubt this will go anywhere near smoothly.

[OldPC]

This thread is pure win.

"to be honest it would be very bad for the U.S. economy if any company as large as Best Buy went out of business" -

No, it would be GREAT for The Consumer, as the eventual Bankruptcy in a few years will prove a number of things:

1. "Best Buy" is a "brick & mortar" store that is way overpriced. The only reason Best Buy is still even in business is because there's enough people are still dumb enough to shop there.

2. Customer Service...There isn't any, on top of the low pay, low technical expertise Best Buy employs. It's an especially nice touch when you see your young employees all lined up outside IN FRONT OF A STORE chain smoking their cigarettes, classy.

3. This past Holiday Season sealed your fate, as the many press releasescan attest as to how bad Best Buy really is. The forums alone are a testament that Best Buy is on the clock to extinction, and won't be missed by most.

Thanks for the lunchtime amusement Best Buy. I direct anyone that is having a bad day to visit your forums often, it is in fact, "Priceless".

[ShockSystem]

"This thread is pure win."

Thank you OldPC,

I at this point am trying to interject some level of humor to keep the futility of my requests that Best Bay honor our dealings properly, from making my head explode. I want these incompetent fools to go down in searing flames so badly from this years consumer backlash I can practically taste the BBQ sauce. I also believe that a catastrophic Best Buy implosion of willful ignorance and stupidity would indeed help the average consumer discover other electronic vendors that will demonstrate basic customer service skills and increase consumer spending because they might actually enjoy the experience. It would be nice to have picked a venue that will use it's Big Box muscle to back the customer and not kowtow to the manufacturer if there is a failure with the product that was purchased, within the agreed upon warranty period. Or smaller shops that demonstrate actual product knowledge and expertise and perhaps are capable of servicing and repairing the equipment that they sell.

As I posted to another disgruntled customer:

Best buy can not use  "customer" and "service" in the same sentence. To this company they are mutually exclusive terms that have nothing to do with how they operate or anything to do with what will occur.  You are meat, with a wallet, and you are in the way of the money. Now that they have it, "service" for you is an inconvenience for them, and they will try as hard as possible to do nothing for you. The term "customer" for them is directly associated with the word "annoyance" and the term "service" is equal to "ignore" or "deflect".

This company will never win with their level of "service". Points 1,2 and 3 - Check, Check and Check. I too hear the ticking of the eminent extinction clock for this worthless festering entity.

Your priceless, irritated, ranting and amusing lunchtime friend - ShockSystem

[ShockSystem]

Update:

I received a confirmation call (yes an actual call!) from Santa Rosa Store #120's Customer Service Manager, stating that my appointment is scheduled for tomorrow in the AM to deliver a dryer. There is no sign of the promised $99 Best Buy gift card from corporate as of yet and apparently I will be billed tomorrow for my replacement, so there will be no offset in the amount of the defective dryer replacement. So these guys will get their final extorted $250 from me, and finalize this transaction without really resolving any of the issues I have, or even remotely satisfying me as a customer, sealing my new commitment as a fanatical enemy of Best Buy.  I can only hope that his new and now more expensive dryer lasts more than a few months, or I'll have to start this asinine process all over again.

[Allan-BBY Community Connector]

Hi ShockSystem,

I also heard from this store confirming that your dryer should be delivered today. I have also sent you a private message with some additional information. Let me know if this delivery doesn't go as expected.

Thanks,