08-30-2019 05:15 PM
This afternoon I purchased an open box Dell All in One computer for $631, a discount of app. $150 from BB original pricing, There was no box, but the salesmen said all of the pcs. were there-he placed them is a bag for us. In addition to the computer, we purchased a printer, scanner, and software, spending close to $1200.
We had purchased the items at the Dover DE BB, store #842. We had purchased there because we were in DE visiting our daughter. We live 60 miles away in MD.
When we got home, we found that there was no AC adapter to connect the computer to power. The salesman had said all of the pieces were there, and he did show us the power cable, but apparently he did not know the AC adapter was missing, or he did not care, as he was making a $1200 sale.
I tried calling the store, and was on hold for about 25 minutes before hanging up. Then I tried BB corporate customer service-someone answered the phone ("Addy"), but she said she could not help, because she only dealt with on-line purchases. She offered to put me through to the store. I told her if she had some magical way of getting them to answer the phone, go right ahead. She put me through, and after about another 15 minutes of bad muzak, and occasional reminders about BB commitment to customer service, someone in the store answered.
When I told the lady what had happened, she pulled up my receipt, and reminded me that the AC power adapter was noted as missing. I told her I could see that, but we were not told that in the store, and the clerk had said that everything was there. He had also handed us the receipt folded, and we were unable to see the notation about any issues. I asked her what we could do, and she suggested we go out and buy an AC adapter. After I counted to 10, slowly, I asked her how we would be able to tell if an item worked when we got it home if we could not plug it in. Silence. I told her that if we had been made aware that the power adapter was missing while in the store, we would have purchased one before driving 60 miles away. Silence. I asked if we purchased an AC adapter and the computer did not work, would BB reimburse us for the adapter as well upon return. She said she was not sure. I thanked her, and asked to speak to a manager. She said OK, and to hold on.
After about another 20 minutes of bad muzak, and more reminders about BB commitment to service, I hung up.
In addition to the above experience, I had tried to use the BB on-line chat, but that is currently down.
I realize there are those of you out there who may have had the ability to know that a power cable needed an adapter, even after being assured by sales that all of the parts were there. Unfortunately, we had spent about 45 minutes with the salesmen, and he seemed of good character. We figured since he displayed some knowledge, was helpful in suggesting ways for us to spend money to purchase items, and said that he had worked for BB for about 7 years, we had no reason to doubt his word about the readiness of the equipment.
I like to think of these events as learning moments, and in the recent time I spent on hold, I pondered and arrived at these: When buying an "open box" item at BB, ask them to plug it in before you purchase it. Another would be not to trust that length of service means good service. The customer service experience after BB has completed a sale (our experience) indicates why more and more people buy through Amazon. In addition, I believe if I had purchased anything through BB.com, I probably would not have been moved to write this, as I was actually able to talk to someone on the phone there.
So now we will find a replacement AC adapter on Amazon. If the computer works, great, but I doubt we will be going back to BB to purchase appliances for our new home, as we had discussed when in the store.
09-02-2019 03:03 PM
Welcome to the forums!
I appreciate you taking the time to write us about your open-box purchase. I love our Open-Box items, because I love to save money. Thankfully I’ve never had an issue, and I want to turn your experience around for you.
I would like to reach out to the store’s management team to ensure this gets addressed. First, I am going to need some more details from you. Please, private message me with the Customer Service PIN off your receipt, your full name, phone number, and e-mail address connected to your BestBuy.com account. To send it, click on the blue "Private Message" button next to my signature. I look forward to hearing from you.