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New Member
Posts: 2
Registered: ‎11-15-2018

terrible customer service and Geek Squad treatment

I have been going to this location - 92037 - for over 12 years. At first the service was great, then it slowly gotten to be OK and lately it's been terrible.
The latest episode is the last straw, I will not ever go back, there are other and way cheaper options. My loyalty was not only not in any way recognized but I was humiliated and treated very poorly, when trying to have my newly purchased laptop looked it - it's screen is defective.
I bought a Dell less than 20 days but "of course' just outside the 15 days return period. (I will not go into detais about the buying process - how hard it was to find a sales associate to answer a few questions and not walk away looking terrible bored and disinterested in helping a customer buy something.) I assumed the warranty period was the normal 30 days by Best Buy and one year by Dell but I was wrong. Apparently there is no exchange for defective items past 15 days, just the painful Geek Squad process. Which as it turned out was even more painful than I remembered.
When I went to Geek Squad I was told that I had to schedule an appointment with Geek Squad. I asked why I couldn't leave my laptop there and they said that that's not how it worked. The lady offered me an appointment 10 minutes later at another Best Buy location, 25 minutes drive away. I couldn't even comprehend what she was offering. I explained that I used the laptop less than 10 times (I was out of town for 2 weeks out the 3) and that the screen was acting up, the image collapsing, clearly a driver or hardware error - nothing as a result of being used.
I was then offered to come back in 2 hours. I again said I can't come back but I can leave my laptop there with a copy of the receipt. I was again told it wasn't an option. I asked for a supervisor. A manager came in a Geek Squad shirt. I asked if he could take in laptop in his Geek Squad capacity. He said he was the store manager and he was busy with cases like this and he had no time to deal with other issues. (The irony was kicking me in the face, we spent over 15 minutes discussing why I had to have a later appointment while he could have just filled out a form for the purpose of starting the repair.
But he refused to do that. As I explained that it was really an inconvenience not to have the laptop exchanaged after barely used and left for repair for weeks and on top of that having to come back again just to drop it off was not an efficient approach.
Then came the cherry on the cake: as I showed him the laptop in my had, lifting it and then placing it on the counter with absolutely normal care and gentleness he said I was shaking the laptop and that could have been the reason for the screen defect. He also told me the different scenarios I could expect one being that I am fully responsible for all the repair costs. I don't know if he enjoyed adding insult to injury but he seemed to be very relaxed with a lot of time to spare to insult my way of handling the laptop instead of actually doing anything for the customer. I told him I was disappointed and I would not be back for Geek Squad or as a customer.

I am really shocked that at the age of Amazon and customer friendly return policies everywhere Best Buy chooses to make the purchase and the warranty such a painful and humiliating process as if they actively want to drive customers away.


I am now left with a laptop that's not working likely trying to work it out with Dell and a terrible disappointment.

Posts: 4,388
Topics: 26
Kudos: 362
Solutions: 238
Registered: ‎12-23-2016

Re: terrible customer service and Geek Squad treatment

Hello gabornh,

 

Welcome to the Best Buy Community forums. Thanks very much for joining us to share your recent service experience with us.

 

Under our Return & Exchange Promise, we are able to take most products back for 15 days after a purchase. After that, the manufacturer’s warranty will kick in. With most laptops, that means a repair rather than a replacement.

 

We have a reservation system so that customers know when we’ll be able to help them out prior to them coming in to our stores. I was a Geek Squad Agent before we had that system, and it wasn’t unheard of for the line to see us be an hour long, or more. With a reservation we’re able to set aside time for you so you don’t have to stand in line. We can’t just take a product in without a full check-in, because we need to be sure that we have all of the proper paperwork set up.

 

As for your discussion with the supervisor in store, I’m sorry that they didn’t communicate all of these thins to you effectively. Regarding the discussion of possible outcomes, we always want to be upfront and honest with what could happen. If it is determined that the issue with the computer was caused by the user, a claim under the manufacturer’s warranty could be declined, and the repair may have a charge associated with it. I assure you the intent wasn't to humiliate you but rather to inform you. 

 

If you are still looking to get the computer repaired, please head over to this link and schedule a reservation to drop the computer off.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎11-15-2018

Re: terrible customer service and Geek Squad treatment

I am not sure you read what I wrote, or if you care ???

1) yes, this is a horrible return policy. It could only be worse if there wasn't any

2) Best Buy's customer service, including your response is depressingly bad

3) there was no line, the store was empty, he could have processed the paperwork. He said he could but he was busy telling me he couldn't!!!!! Do you understand the irony in that?

4) again: he told me that I was shaking and damaging the laptop, He wasn't informing me. It was an insult and it was meant as an insult

5) I will never go near a best buy again

 

Posts: 4,388
Topics: 26
Kudos: 362
Solutions: 238
Registered: ‎12-23-2016

Re: terrible customer service and Geek Squad treatment

Hello again gabornh,


I appreciate your perspective on this. The reason why there was no line at the Geek Squad was because of the reservation system. Because folks know when we’re able to see them, we are able to avoid a line building up in many cases. 


I’m sorry that the person you spoke with gave you the impression that he was insulting you. That’s not at all the kind of service we want to offer, and I’ll be sure to document this in our corporate systems. Please just let me know what store you visited, and when, so I can be sure to get the right information entered.  We have several stores near the zip code you mentioned, so I want to  verify which store it was you visited.


Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 1
Registered: ‎11-13-2018

Re: terrible customer service and Geek Squad treatment

"The reason why there was no line at the Geek Squad was because of the reservation system"

No, the reason is that it was Monday 2PM and the store was empty and all the employees were playing with their phones

 

" Please just let me know what store you visited"

it's in the post: 92037. 

 

" We have several stores near the zip code you mentioned"

Seriously? There is ONE store IN that ZIP code. You have no other store IN that ZIP CODE. The closest store is 3 ZIP CODES AWAY? What is wrong with this system, is it moderated by a child?