“While the environment continues to be as challenging as we expected, consumers are being drawn to brands that they trust, and they are responding to our customer-centric model. In this light, we believe the market share gains we’ve been making will be sustained.” - Brad Anderson, Best Buy CEO
Mr. Anderson,
Since your corporate policy is to not give out any contact information for anyone within your company, I am forced to post this letter here.
I find it insulting that you consider your company to be customer-centric due to my completely unacceptable experience with your company.
I purchased a new computer along with a 2-year extended warranty from Best Buy in October 2008. In December 2008, it stopped working. It wouldn’t even power up. I took it back to the store where the Geek Squad said it needed a new power supply and that it would be ready the next morning at the latest. The next morning, they had successfully installed the new power supply but were still running the 3 hour diagnostics to determine if anything else was wrong and said they would call me when it was ready. At 2pm, I still hadn’t received a phone call so I went to the store. My computer was just sitting there. The diagnostics did not indicate any additional problems and no one bothered to explain why they didn’t call me.
When I got home, the network driver had been removed from my computer and therefore, I was unable to connect to the internet. I took it back to the store where I waited for 2 hours for the Geek Squad to attempt to figure out what happened to the network driver and to reinstall it. They were not successful. They informed me that they would have to ship my computer to Kentucky via UPS 2-day air on December 28th. I spoke with the store manager who refused to even consider exchanging it for a new one, even though it was only 2 months old and I had the extended warranty. He actually shrugged his shoulders and walked away saying there was nothing he could do.
For reasons no one I have spoken to has even attempted to explain, my computer actually sat in the store for another week and was not shipped to Kentucky until January 2, 2009.
Since it’s been in Kentucky, they have ordered two new motherboards, and now today, a new CPU. Both were working perfectly fine until the Geek Squad got their hands on it to replace the power supply.
The extended warranty states that Best Buy gets three chances to fix the computer before they are obligated to replace it. This is the FIFTH attempt to fix this computer and I am still being refused a replacement.
The customer service supervisor I am dealing with has refused three times to escalate my complaints to her manager. The only thing she has ever offered is a $50 gift card. Why would I ever want to buy anything from Best Buy ever again, even if it is with a gift card?
This is, by far, the absolute worst customer service experience I have ever had.
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