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dfm
New Member
Posts: 2
Registered: ‎03-19-2017

Customer Service Claims vs Reality

 

I brought my laptop to Best Buy to have it diagnosed and repaired because it would not connect to my home network. The technician took the computer and spent about 1 hour diagnosing.  He informed me the problem was not software related but due to a faulty wi-fi card.  I asked if he was certain of the diagnosis and he had his supervisor come out and he confirmed the problem was in the wi-fi hardware.  I was led to the area where the Net Gear USB adapters were located and was told this is all I need to repair the problem.  So, I purchased the Netgear A6210 AC1200 for $58.29.

 

The Netgear adapter had no effect on the problem. So, I took the computer elsewhere to have another technician diagnose and  repair.  I had to wait approximately 3 plus weeks for the repair to be completed.  I was told the only thing wrong was corrupted files and the wi-fi hardware works perfectly.  The computer connected and worked flawlessly after their repair of the corrupted files.

 

So, I returned the Netgear adapter complete with all items and presented the receipt to Customer Service. The lady in Customer Service informed me that I could not return the adapter because the package had been opened.  I asked how I would know if it worked without opening the package.  Her response remained  that it cannot be returned because the package was opened.  (could this possibly be a training issue failure-I wonder).

I explained they had misdiagnosed the problem and I did exactly as they recommended and I felt it was unfair to deny the return. Eventually, she called the Manager and they spoke.  The issue then was that I did not return the item within 15 days.  It’s policy you know!!

 

The Manager came to Customer Service and after much discussion said all he would do is give me a credit card to be used in their store. I asked several times if they could give me a credit on my card but to no avail.  They continued to cite Company Policy (nothing about Customer Service).  OK, I learned about Best Buy who claims “Expert Service.  Unbeatable Price”.  Let’s be honest you have neither.  You manufacture nothing and you are not unique in any way……..The ONLY thing you have to sell is Customer Service. And you failed completely.  Yes, that good old Customer Service so often promised but so seldom provided.

 

So, having learned about Best Buy and their Customer Service; I have made my last purchase from Best Buy. Even though I am a high end buyer I won’t be missed and I know it but I can’t support them in good conscience. 

 

Of course after this episode the “Manager" informed the Geeks their diagnosis was wrong so they could consider how to avoid another incidence and surely he arranged some training with the lady in Customer Service too right? No?  What a Company!

Posts: 1,288
Topics: 7
Kudos: 111
Solutions: 79
Registered: ‎12-23-2016

Re: Customer Service Claims vs Reality

Hi dfm,

 

Thanks for joining the Best Buy Community forums. I’m sorry to see that it is under such poor circumstances. Diagnosing Wi-Fi issues was one of the toughest things I ever had to do as a Geek Squad Agent, because the environment can be such a huge factor, and I apologize that our diagnostic doesn’t seem to have been correct.

 

When you brought the computer in to the Geek Squad did they create a service order for you? If so I’d appreciate it if you could send me the service order number via a private message using the link in my signature below, I’d appreciate it. With that, I may be able to give you some additional insight on what the Agents found while they had your computer. I’d also like to be able to document the service order so that we can use your experience to help improve the service we offer in the future.

 

Our Return & Exchange Promise provides a fifteen day window in which to return a product that you do not want. The manager at the store offered to make an exception to this policy and provided you with store credit. I’ll be sure to document your dissatisfaction with our Return & Exchange Promise and the service you received at the store.

 

As I noted above, if you can send me the service order information from when your computer was worked on, I’ll be happy to take a look at it for you. Additionally, if you could let me know what location this occurred at so I can provide complete documentation, I’d appreciate it.

 

Thank you,

Kyle R|Social Media Specialist | Best Buy® Corporate
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dfm
New Member
Posts: 2
Registered: ‎03-19-2017

Re: Customer Service Claims vs Reality

Kyle R,

 

Please do not contact me again.  You had your opportunity at the store.  As I said, I am done with Best Buy.

 

Dennis