12-29-2008 03:43 PM
Over Christmas, I went to Best Buy to purchase a computer. I bought a desktop HP and brought it home. It didn't work. I spent three hours on the phone with India HP and the final judgment was a hardware problem. I went back to Best Buy to exchange the product. You would think such a request would be simple enough, considering I had a ticket number and received authorization from HP hardware tech to return.
It took 1 hour in line to reach the exchange/return desk. OK, it's holiday season, I guess I can understand that. But then, they said they had to run a diagnostic on the computer before authorizing the exchange. Well, there is nothing to that effect on the receipt. Perhaps adding that little detail could have saved a customer.
Because they were "backed up", I had to wait 1 hour and 40 minutes for them to do their "test". There are no chairs to sit on and spending that kind of time in the store was painful. After that, they said they would not exchange it for another product because their test came back sound. So, is BB supposed to be more qualified than HP to render that judgment? I finally had to just return the product to get my money back.
Why call it customer service? Best Buy should rename their clerks customer processors, for that's all they do. It was such a bad experience that I will never go back, not even to buy a battery. Whenever possible, I will influence others not to shop there either. BB Sucks!
12-30-2008 11:21 AM
first of all, sorry that the best buy you went to doesn't have COUCHES or SOFAS to acommodate you.
second of all, sorry that best buy can't put you in front of a line of 50 people that needed help on that day.
so u understand the fact that it's holiday season and may take 1 hour to reach the customers service line, but you don't understand the fact that because it's the holiday season it may take geeksquad a little longer to do the diagnostic for you? there's must be like 30 people before you that they need to service too
you should be glad it didn't take the whole day to do it, only less than 3 hours total.
12-30-2008 06:45 PM
This message has been moved to the Best Buy and Geek Squad Policies board under Customer Service.
01-02-2009 09:53 PM
01-13-2010 01:08 PM
You should be glad someone responded in only a few hours. I have been sending emails and calling for weeks and now they are just ignoring me. There customer service complete sucks both online and in the store.
Be glad you got your issues resolved at all ...
01-13-2010 07:10 PM
Now you know why I build my own. Got tired of the techies TRYING to talk over my head and being part of a "herd". I build my own, and I fix my own. No money to be made on my machines. My mediocre machine (all I could afford) will blow the socks off of almost any ready to buy machine out there. There are a few exceptions, but not many!
I agree. People don't realize how easy it is to build a PC. It takes a bit more experience to solve problems when they occur but it's not difficult to learn for those who are willing.