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New Member
Posts: 1
Registered: ‎04-16-2020

Incompetence

On April 4, after spending an hour waiting for someone from Best Buy to pick up the phone, I FINALLY reached someone at Tech Support.  I explained that my power crord had broken and I wished to purchase a nerw one.  He transferred me to Sales Support, and after another 30 minutes on hold, I reached a very chirrpy young lady from that department.  Ms Chirpy asked me the model of my laptop (Dell 15-3000), but she never asked me the serial number or the Service Tag number found on thece bottom of my laptop.  Sle assured me that she knew exactly what cord I needed because both her friend and her cousin had one! 

 

Needless to say, my chirpy friend had NO IDEA what she was talking about and I will now have to spend the time sending the object back to Best Buy Returns..  I finally purchased the correct cord through a third party, and I received it yesterday.  In the meantime my I was unable to participate French study group that is being held via Zoom.I also had no power to answer emails or go on Facebook.

 

I don't know if this was the fault of incompetence, poor training or both.  But sending the wrong item back is an inconvenience and the lack of ability communicate with my friends and family is inexcusable.

 

 

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Contributor
Posts: 474
Registered: ‎09-03-2018

Re: Incompetence

Calling the person incompetent isn’t justified. The people answering the phones may not be very knowledgeable on every specific computer charger at there and there may not have been a Geek Squad Agent present who would know more. I’m glad you got the charger situation taken care of but I don’t understand this distain to the person who tried to help you.
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Best Buy Employee
Posts: 1,830
Registered: ‎01-09-2015

Re: Incompetence

Very true, in an effort to handle a massive amount of calls due to stores being closed, there are a lot of hardworking volunteers that are working In different roles. They may not be the most knowledgeable, but I’m sure they’re putting forth their best just to ensure our customers are getting help.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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Posts: 4,908
Topics: 147
Kudos: 371
Solutions: 225
Registered: ‎08-21-2017

Re: Incompetence

Good afternoon, barbara119,

 

Thank you for taking the time to visit our community forums. As a student myself, I can certainly understand how important it is to have a working computer right now. All of our agents are working as quickly as possible to not only answer your questions but help you find the products you need. I'm glad to hear that you were able to get this charger, even if it wasn't with us. I understand that it isn't always easy to wait on the phone, you are always welcome to check out our full selection of laptop chargers if you're ever in the same circumstance again.

 

I hope we can provide you a better purchasing experience in the future. Please don't hesitate to let us know if you need assistance at that time.

AndrewB|Social Media Specialist | Best Buy® Corporate
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