06-04-2009 02:32 PM
While visiting my grandfather in the hospital on the east coast in early May 2009, my digital camera was stolen. I headed back to San Francisco when things started looking better for my grandfather, and stopped by Best Buy to get a new camera, a Sony 230D Cybershot, which was on sale. Fortunately--I thought--I got the accidental damage service plan. I went hiking the next day with the camera and, in a moment of profound foolishness, dropped the camera and cracked the LCD screen.
I brought the camera in and dropped it off with Geek Squad on Monday, May 18. I was told I should have it back in two weeks.
My grandfather's health took a turn for the worse, so I went back to the east coast through May 29. After I got back to San Francisco, I called Best Buy on May 30 to check up on the status. I was told that the service center had my camera listed as "processing," so I should try calling on Tuesday.
I called back on Monday June 1, and was told that I needed to call the Service Center in Connecticut, and was given their number. Since it was past 5:00 p.m. EST, I had to call the next day.
So I called the Service Center on Tuesday morning. They said they had no record of my camera, my service number, or my name.
I called Geek Squad back. I told "Randy" my situation, and he put me on hold. 5 minutes later, he came back on and said, "what's your phone number?" After I gave it to him, he put me back on hold. I waited for 15 minutes, and then hung up and called back. Another Geek Squad agent picked up, so I explained the situation again. She noted that if I didn't receive my camera within a month, I would be able to get a replacement/exchange. She said she had to look into my situation and would call me back. She never did.
That evening, I went to the store and explained my situation to Geek Squad agent "Albert N.," who was very nice and courteous. He looked up my information and said it appeared that my camera had been lost, so he would file a claim for a replacement. The claim would have to be sent to the service center, and someone from Best Buy corporate would be calling me. He told me I should be able to have the claim processed and get my replacement by the end of the week. I explained that I am going on a trip this weekend, so would need the replacement before Friday. He made a note of that and said he would put it in my information.
I didn't call on Wednesday, figuring the claim was processing.
I called this morning, Thursday, to check on the status of my claim and see if I could pick up the exchange this evening. The Geek Squad agent who picked up told me that she would have to call the service center and call me back. A few minutes later she did, and explained that my camera had been found--it was sitting in a truck somewhere and hadn't made it to the service center, but they would send it along.
I noted that it's been nearly three weeks since I gave Geek Squad the camera, and if it hasn't even reached the service center yet, it is highly unlikely that I'd get it back within a month of May 18. She said she would speak with a manager and call me back. When she called me back, she explained that her manager told her that "shipping delays are not covered." It looks like I'm going to have to pass by the store and speak with the manager tonight.
Unfortunately, I don't have the terms of my accidental damage coverage with me. I will have a copy printed off when I go in tonight. Are the terms available anywhere online?
I am disappointed in the customer service of some of the Geek Squad agents at the 16th St. San Francisco location, and extremely frustrated by the apparent misinformation I have received and by the lack of communication relating to the changes in the status of my camera.
And is it really Best Buy's policy that losing merchandise for nearly three weeks is an uncovered "shipping delay?"
Solved! Go to Solution.
06-04-2009 10:11 PM
I just got back from the 16th Street Best Buy in San Francisco. Fortunately, Albert N. of the Geek Squad was there. Once again, he was very nice, courteous, and helpful. When I explained the situation to him, he spoke to the manager on my behalf, and the manager agreed to exchange my camera, given the delay.
I was also helped by two women at the Customer Service desk when processing my exchange. I wasn't able to catch their names, but they were also very nice, courteous, and helpful.
Moral of the story: Sometimes mix-ups happen, but when push comes to shove, Best Buy wants to be fair to its customers. You just have to keep tabs on the situation yourself and make a few visits to the store.
Thanks, Best Buy, for understanding!
06-09-2009 03:48 PM
With your grandfather being in the hospital I’m sure the added stress of getting your new camera repaired isn’t what you wanted, and I truly do apologize for adding to that stress with the way this repair was handled.
This description of your repair reminds me that there are always opportunities for improvement when it comes to customer service, and I would like to thank you for making us aware of this opportunity!
I was glad to read that the store finally took care of this for you and got you new camera, and I always like hearing that one of our customers liked the service they received by one of our Geek Squad® agents. I will pass along your compliment for Albert N. to the store management so he can get the recognition he deserves.
Thanks for posting,
Best Buy® Corporate