Manufacturer Warranties and Protection Plans

[Ricky2010]

That is what a best buy computer specialist told me because I did not want to purchase their computer service plan. 

I walk into the store to purchase the new HP "blue label" laptop which includes a 2 year service plan already.  The BB computer specialist by the name of JJ asked me as I waited with the cashier, "What happened to your old laptop?" I replied with,"I dropped it and the screen shattered." He then throws his sales pitch about the laptop service plan for an extra year on top of the manufacturer's warranty.  I tell him the laptop already includes a TWO yr warranty AS IS.  He doesn't believe me and looks into it himself to find out that he was wrong and realize he did not know what he is selling.  He keeps hassling me about purchasing the service plan and I flat out told him,"I don't care, I don't want it."  "I will see you in 2 years when your screen breaks!" It was unnecessary and unprofessional of him to say such a thing because I did not want to give in to the service plan.  

I spoke with Denise, the operations manager about the incident and she gave me, like some one else mentioned a watered down apology.  I asked what she was going to do about it and she said, "I am going to talk to him."  I believe I deserve an apology from him.  He had no warrant to throw my answer to his question back in my face.  How would you like it if someone asked you a nosy question and throws it back in your face because you didn't buy a service plan?  

I returned the laptop.

store 174 Fayetteville, NC

transaction number {removed per forum guidelines}

-Upset consumer

Message Edited by Elizabeth-BBY on 03-23-2009 08:41 PM

[Miranda]

You're right. It was unprofessional, and (in my opinion), extremely pathetic of the cashier. I can understand asking and throwing in a sales pitch, but when you said you didn't want it, he should have left it at that.

Even though I'm not an employee at that store, or even an employee at the store level, I do apologize for this employees behavior and wish there was some way I could make up for it. However I'm not in a position to be able to do anything (I'm just a low level call center rep for Best Buy).

[Ricky2010]

Miranda,

     I appreciate the apology and concern towards the mishap.  After the situation, I am embarrassed to go back in the store.  Thank you for the reply.

Ricky2010

[hockeycanuckjc Trusted Contributor]

Ricky, thats no good, I can see why you would not want to visit the store again. You were totally humiliated and you dont have a right feeling about Best Buy as a whole anymore. Maybe one of the community connectors can help you here?

I hope you get your issue resolved in a happy manner

[MobileExpert]

We are actually trained to ask those types of questions. In your situation, he found out your last laptop sustained damage, so you may be more receptive to a service that will fix the laptop you're purchasing if the same happens to it.

Also, the GS Black Tie Protection plan has coverage beyond the manu. warranty such as protection from dust, heat, humidity, normal wear and tear, and power surge. So it is not "just an extension" of the manu. warranty.

[Elizabeth-BBY Community Supervisor]

Hi Ricky2010,

I've asked Dorothy, one of our Community Connectors, to review and respond to your concern.  You'll be hearing from her shortly.

Thanks for making us aware of your experience,

[Ricky2010]

OK, that's great.  Thank you

[Dorothy-BBY Community Supervisor]

Good afternoon Ricky2010 -

As a customer myself who does not like to have options or extras forced on me (See my  numerous posts about my poor car mechanic experiences), I can understand how upsetting it can be to have the type of experience that you have described.  If anyone made a statement like that to me about my property or a prospective purchase I wanted to make, I would be highly offended too!  Please accept my apologies, because I truly know how it feels to be treated like that, and it is just awful!

While it is true that our BlueShirts are trained to offer the customer the complete solution, including asking questions to determine needs, they are also taught to give our customers respect.  In fact, respect is at the core of our Best Buy® culture, and it saddens me when I see or hear of a case where our customer was not given the proper respect. 

I would like to speak further on this issue with you, so please keep an eye on your private messages.  You can check your private messages by first ensuring you are logged into the forums, then clicking the envelope in the upper righthand corner. 

Warm regards,

Dorothy

Community Connector

Best Buy® Corporate

[Ricky2010]

Dorothy,

     Thank you for the concern and apology.  I do feel better after posting my blog and reading your message to include everyone's else too.  I will keep an eye out.  Thank you again for reading.

Ricky2010

[BBYgirl11]

I'm glad you're pushing this issue, and for an apology from the cashier. At my old job, I had a co-worker who would always say this sort of thing and just be very snide and rude when customers were not interested in warranties. It was obnoxious, but his numbers were high, because he did often intimidate customers into adding things on, and the manager would never do anything about it unless a customer complained. It's inexcusable to make remarks like this when a customer is not interested in GSBTP.