Best Buy Store Purchase

[Mistyleeburriss]

I called my local store and asked the rep if I could get my mother’s Apple Watch replaced at g to be store. I explained the situation, that I’d taken the Watch to a repair center and after the repair tech scanned it he said it needed to be replaced, that it was still under warranty. “Take it to Best Buy, authorized Apple dealer, …” The rep on the phone told me yes, to just bring the Watch in and they’ll replace it.

The next day, having cancelled plans with my daughter, because I really needed to get my mother’s Watch replaced, I headed to the Best Buy nearest my home. Twenty minutes through traffic. Right away a Best Buy agent tells me that I have to take it to the Geek Squad counter. Then, I need an appointment, and soonest would be four days away, time away from my family on Sunday, but okay.

But wait, why do I need an appointment to get the Watch replaced? Because, he said, the tech needs to see if he can reset it, and if not he will send it to be scanned to see if it can be replaced.

Why can’t I just drop off the Watch now? While I’m here? Nope, can’t be done. So I have to come back on Sunday at a specific time just to hand over my watch so it can be sent away.

I said that had the rep told me all about this on the phone when I called the day before I’d not have been so disappointed or frustrated. The Best Buy agent said that the rep didn’t know what she was talking about.

So is it Best Buy’s policy to have reps who answer the phone give out information when they don’t know what they’re talking about?

Right now I don’t trust Best Buy. So I said never mind, I’ll just call Apple. There was another Best Buy agent who started talking to me even though I waved goodbye at him as I was walking away. He then raised his voice and started yelling “ma’am! ma’am!” and continued to give me some information, though I couldn’t hear him. He followed me to the door, yelling at me about how I couldn’t just call Apple.

Well, I called Apple. The Apple agent said that Best Buy handled that completely wrong, because the Watch is under warranty Apple is obligated to replace it, that because I had the paperwork already from the repair person who already scanned it and showed that it was under warranty, etc.

Apple is replacing my Watch for me and Best Buy totally wasted my time.

Is it Best Buy’s policy too to have their agents yell at them as they leave disappointed to the door? That was just embarrassing. I guess I won’t ever be going back there.

[AaronG-BBY Social Media Specialist]

Hello, Mistyleeburriss,

Thanks for joining us on the community forums. Although, I wish it were under better circumstances. Best Buy and Geek Squad strive to provide a great shopping and service experience, so I apologize for how you were treated. The phone agent should have explained that all our Geek Squad's run on a reservation system, especially for Apple products. I am glad that you were able to get your watch issue resolved and hope you will continue to shop with us in the future.

Regards,

[Mistyleeburriss]

Not until I get an apology for the way I was treated in the store. I don’t think it’s a common or acceptable practice for Best Buy agents to holler at customers and follow them out the door. All you’ve done is confirm that the person who answered the phone didn’t know what she was talking about. That’s not helpful at all.

[Mistyleeburriss]

Nope, no one contacted me. No response was received from anyone. I’ll never use Best Buy again

[Sarah-BBY Social Media Specialist]

Hello again, Mistyleeburriss. 

Thanks for reconnecting with us. While I understand your experience was not a reflection of the type of service we aim to provide, we do appreciate you taking the time to make our team aware of what occurred. Here at Best Buy, we are extremely interested in continuously improving our service. I’d love to take the time to formally document your feedback, which I am confident will be beneficial for coaching and training purposes. 

You’re welcomed to send a Private Message, as that will be the best way for me to collect the necessary information. Please include your full name, email address, and telephone number. I would also need to know which Best Buy location you visited. To send a Private Message, simply select the darker blue icon, which is located across from my signature. 

Best, 

[Mistyleeburriss]

Okay, done.

[Sarah-BBY Social Media Specialist]

Hello again. 

Thank you for your cooperation. Your Private Message has been received, and I’ll be connecting with you there. 

Sincerely,