We received inappropriate and likely illegal treatment at the Simi Valley store and by the Corporate office phone line. A group of us loyal customers, stood in line in front of the Simi Valley store on Wed. November 25, 2009, until Black Friday, November 27, 2009, in hopes of purchasing their advertised laptop for sale in the amount of $197. We were amongst the first 10 people in line who were guaranteed a laptop. We were advised the store had 40 more laptops on a first come first serve basis. On their website, it stated this was a ticketed item and only guaranteed a certain amount of customers to receive this item.
Come 3 am, when the employees were handing out tickets, we were advised that they were not handing out tickets for this item. One of the employees said the reason was because consumers have until 9 am, once receiving their ticket, to come and pick up the item. This allows them to receive their ticket at 3 am and go to another competitor store and do their shopping there before 9 am. By not ticketing this item, it prevents them from leaving the store, therefore, they will shop and spend more in the store.
We were advised that at 4:40 am, they were allowing the first 10 people in the store so they can be guaranteed their laptop, followed by increments of small groups every few minutes. Upon entering the store, we had asked the manager where could we find the $197 laptops. We were advised and directed by an employee to follow the red balloons and stand in line within the red tape. At 5 am, the cashiers would open and then we would be brought out our laptops. This way the first 10 would get their laptops guaranteed. Little by little, people were flooding in and grabbing items, while we all just watched and waited for 5 am.
At 5 am, we were called up to the register 1 by 1. I was the 3rd person who was to get a laptop and my group followed, along with the other families we got to know by spending two nights out in the cold, camping out in front of the store. When I got to the register I was told that they were all out of the laptops. Of course this caused pandemonium amongst all of us who sat out there since Wed, to be guaranteed a laptop! The management team was so unprofessional and advised us that it was our fault we did not receive the laptop and no one told us to sit out there since Wed. Of course this did not sit lightly with everyone.
The employees kept advising that they only guaranteed the first 10 people and the rest was at a first come first serve basis. We kept trying to tell them we WERE the first 10 people and had been sitting out there since Wed to guarantee our spot. The employees were not listening to us and were very rude and condescending, even one manager, **, jumped up on a stool and started yelling at us telling us to get out of the store. It even got to the point where they called the police on us. Now, while sitting outside the store since Wed. afternoon, we got to know the police in the area. They had patrolled by and kept an eye on us, for our safety.
They even would come by and have friendly conversations with us about our shopping spree, family, sports, etc. They knew we WERE the first in line. When the employees told the police of the situation, they just shook their heads at the employees and advised us that we had ourselves a civil action case and suggested we take the company to court. The police knew that some of us missed Thanksgiving dinner with our families to guarantee we got a laptop, as a Xmas gift for our children. We can not get that quality time back. Needless to say, the police were on our side and therefore, they just left the store.
A teenage boy who was standing in the line behind us for 2 days, happened to be in the area where they had the laptops and saw people who were at the end of the line outside, grabbing the laptops. He was lucky enough to grab one. He came over to where we were and heard the commotion. He knew we were outside the store for several days, he handed the laptop to a lady who was one of the first 10 people. He knew she should have received a laptop. This teenage boy knew Best Buy was wrong and that this lady should be getting this laptop, not him.
For a complete stranger, let alone a teenager, to recognize that Best Buy was in the wrong, was just very upsetting and shows how their company has lost compassion for the American consumers! When this lady went to purchase the $197 laptop she was promised was the price from Best Buy's advertisement and what was tagged right on the side of the laptop as $197, the employee tried to charge her $297. Again, we all were upset because this was not the price the advertisement announced.
The employee advised us that they had optimized ALL the laptops, which is $100 extra, and if she wanted to purchase the laptop and walk out with it that day, she would have to pay $100 extra. WHAT???!! Where in their advertisement did it say, "$197 laptop, $100 optimized - out the door $297". This is plain and simple FALSE ADVERTISEMENT!!! This was a scam by Best Buy!! Again, we were trying to argue this amount with the employees, which got us NOWHERE! We were again told several times that it was not the company's issues and if we had a problem to take it up with their corporate office.
When asked for the number, The store manager, **, rudely stated the number out loud and told us to leave. I had asked her to write the number down as well as her name. She rolled her eyes at me and wrote the number and her name on a card. She wrote her name so sloppy that we could not even read her name. She again told us she was not going to do anything and to leave the store. Of course we were very upset and appalled at the treatment we received from a well known store like Best Buy. We were treated like criminals and forced to leave the store. We sat outside the store, trying to get a hold of the corporate office and were hung up on.
We called back, and were advised it was not their issue, we had to handle it with the store. We even asked them what was the purpose of their corporate office, if they do not handle situations like this. We were even accused of being liars. After all this repetitive abuse, we decided to take matters one step further. We NEEDED someone to listen to us.
The family behind us, knew of a corporate attorney. She got on the phone with him and he advised us we had a class action case against Best Buy since there were several families involved in this matter and we had a store full of witnesses. Which by the way, these witnesses were pretty upset as well at the treatment we received and how this whole situation was handled that they provided us their contact numbers so they can be a witness if we needed them to be. The attorney advised he would take the case and file a class action suit against the company on ALL of our behalves. We wanted to try to give Best Buy a chance to settle this without going that far.
We were not looking to cause trouble, we just simply wanted to resolve this issue and receive an apology for the treatment we received. Again, we tried to call corporate. I spoke to a **. ** had called the store to try to get their side of the story. She stated the manager of the store's name was **. She stated that ** advised her that I had gone to another department to get another item, therefore I lost my place in line. ** also advised ** that they only guaranteed the first 10 in line. ** got back on the line with me and told me what she was told by **.
Now, this was very upsetting that Best Buy would hire a manager who would lie and try to turn things around like this. This not only makes her look very bad, but this is also a reflection on the company, especially with ** being the store manager. First of all, ** did not know who was calling and complaining. There was a group of us who were there, we were all upset and we all got on our cell phones to complain to corporate. There is no way she would have known who was on the phone since she never once asked our names to identify us.
The only way she would know I went to another department to get something else is if ALL 10 of us who were let in first, went to another department first together to get something else. Which of course was NOT the case! ** then advised me that it now turns into **'s story against mine. I had advised ** that I know for a fact that I was not the only one calling in and complaining and the others would have the same story as I did.
** told me that no one had called in and there are no complaints against this store. Which again was a lie because I was standing next to someone who just got off the phone with corporate with their complaint and there were several others right next to me on their cell phones with corporate as well. I advised ** it was not my story against **'s. I told her I know you guys have cameras in your store and if she wanted the truth to pull the video tapes, which will show we went up to the manager and we were directed to stand in a line within the red tape behind the cashiers.
I advised ** that we had contacted an attorney, as well as the media, and I was calling to give their company a chance to try to resolve this matter before we were to meet with the media that morning. I was then advised by ** to do what I feel like we needed to do because there was nothing she could do to help me. We met with Fox Channel 11 news, in front of the store, a half an hour later. We all expressed our concerns and complained about the customer service and treatment we were provided. We also expressed our concerns on the company's false advertisement. This was fraud, a scam!
The news interviewed the store manager, **, who stated unfortunately they did not have any more laptops to provide us, but in exchange, they would provide each of us with a $200 gift card and a discount on another item in the store. The representative from Fox news approached us and advised us of the offer from the store manager and then left. When the group (the 8 of us) approached ** to accept her offer, she then told us that she was not giving us each a gift card, she was just going to give one gift card in the amount of $200. This was ABSURD!! AGAIN, we were lied to by their employee, a manager at that!!
We, of course argued again with ** and advised her that we did not just stay 3 days and 2 nights in front of their store just for a $200 gift card for the 8 of us. We each were purchasing a laptop. All 8 of us did not stand in line just to purchase 1 laptop! After a while of complaining to **, she told us this was all she was going to do for us and we were not going to get anything more out of her. ** advised us to deal with corporate. She stated that by us complaining to corporate, they can do more for us then what she could.
** finally said she would just give two $200 gift cards to two of us and the rest could buy something else at a discount and then work it out with corporate to get something from them. I was very upset and to the point where I refused to purchase another item from Best Buy! Regardless of how good the deal was, I was NOT going to contribute another penny to a company who has NO respect for their faithful and loyal customers! Therefore, I was NOT going to purchase anything else for a discount. This whole thing has been a scam to rip off the American Consumers!!
We called corporate again and advised once more of the whole situation, and were told there was nothing they can do and it should have been handled in the store with the manager. Corporate even got ** on the other line so they can hear from ** what she wanted them to do for us. ** stated that she did not know why we were calling and she already gave us a discount and gift card. We reminded ** that she was the one who told us to work something out with corporate because she could not give us all the $200 gift card. ** denied ever telling us that.
We kept advising her of the whole conversation that took place in the store to refresh her memory and reminded her that she told us to deal directly with corporate to get this issue resolved. We have gotten nowhere with the corporate office and with the Simi Valley store management. We wrote a letter to the CEO of Best Buy and are hoping they provide us the $200 gift card and discount for another computer, that their manager had promised us on TV. We are still pending the results of this letter. I am so disappointed with Best Buy and I am hoping the CEO can restore my faith in this company. If not, I will boycott Best Buy every chance I get!
CHEVY CHASE, MARYLAND -- This past week my computer has not been working properly. The computer turns on; however, the screen only appears half the time. Seeing that I purchased this laptop from Best Buy, it seemed fitting to take it back to this very establishment to have it repaired. I called ahead to ensure that I didn't need an appointment to have it looked at and a team member of the Geek Squad assured me that I could come in and receive prompt attention. When I arrived to the store, I waited in line to see a member of the Geek Squad for about 15-20 minutes. There were about 3 to 4 people behind the counter and 1 customer was being helped at this time.
None of the employees were on the phone or assisting other customers, there were simply standing behind the counter chatting with one another. Finally, a young man asked me if I needed help. I then proceed to tell him how long I've had the computer and what is wrong with it. He doesn't even open it and he cuts me off and says, “You need a new screen. It will cost about $700.” At this point, I didn't feel that a new screen was necessary since it does display half the time. Granted, I am not a computer expert, but given that this employee didn't even looked at my computer, I was not overly confident in his suggestion.
I tried to explain my story once more and again he cut me off and said, “It is either the screen or a graphic card, both are pretty expensive. Do you have a warranty?” I tell him that I am not sure and without skipping a beat, he shoved the computer back to me (still never having opened it) and told me to take to it customer service. Still a little hesitant, I complied and went to the customer service counter. I told the employee at the customer services counter that I needed to check on the warranty and he said that he can help and that all he needs is the credit card that I purchased my laptop with.
I give him the credit card and after he looks for about 30 seconds to 1 minute he stops and just says, “Can't find it”. I look at him waiting for him to offer me another solution but nothing is said. He simply hands me back my card. I give it back to him and ask him to look again. He does and then after looking for another 30 seconds he claims that he needs to get a manager. At this point, I feel a little bit better and I think that this situation is going to get resolved. I was wrong. The manager claimed that he couldn't find it either and hands me back the card.
I ask them if there is another way to search for this and he told me no. I then asked, “what should I do?” The manager proceeded to shrug his shoulders. At that point I left the store because it was obvious that my visit was worthless and a waste of time. The employees at this store made me feel like a nuisance rather than a customer. I felt as if the employee at the Geek Squad desk was simply throwing a high estimate at me so that I would go away and it was obvious that he could not be bothered with helping me. I am also disturbed that this person seemed to have no working knowledge of the products that you sell and repair on property.
The customer service was horrendous and I plan on never returning or making any purchases from this store or brand again. Save yourself the hassle - go somewhere else where they will show you a little respect and provide genuine assistance.
CRESTWOOD, MISSOURI -- The Best-est Best Buy Story is Below
Let me start off saying that I had a long history with Best Buy before I dealt with them this past year about my girlfriend's laptop. She had a laptop originally bought for $1900 with a 3-year extended warranty and it was year 2 on the laptop. She started getting a blue screen and after looking at the error code it was very easy to diagnose it was a memory issue. I told her that we would go to Best Buy, talk to the Geek Squad, and that she should expect to not see her laptop for at least a month. We easily duplicated the blue screens and the Geek Squad took it did some troubleshooting (nothing) and sent the laptop out.
After a week out I told my girlfriend that they are most assuredly replacing the hard drive to prepare her for having to install all of her programs again. What happened 30 days later? Ding Ding Ding! We got the laptop back from the Geek Squad, Best Buy replaced the hard drive, and we then reduplicated the blue screen issue right in front of the Geek Squad crew. I then told them the memory was bad and to please replace it. (I couldn't or I would void the warranty)
They send it out again. This time they do "extended memory tests". I even talk to the guy working in their repair center on the phone referencing the error code and website links talking about what they mean. He replaces the hard drive again. The laptop comes back to Best Buy and again we see the blue screen. I tell the Geek Squad guy how to test the memory for this issue. While I am still in the store he comes to me and says that the memory is indeed bad and the tests they were doing weren't extensive enough. They send it out again.
They call us 3 weeks later saying that the laptop issue has been resolved and to pick it up. This is 11 weeks after we first brought it in. We get to the store and Windows isn't even installed on the laptop -- memory wasn't replaced either but we never got that far. Knowing there was about a 1% chance Best Buy would fix the laptop we brought in the receipt and warranty information which states that after the 3rd time the laptop is sent to their service center and was still broken that they would replace the laptop.
We talked to several people that night and they all agreed that we had a "lemon" and that it would be replaced but there was no manager on duty and we would have to come back the next day to get the new laptop. We show up the next day and the store manager (Crestwood, MO) talks to us and says he will not give us a replacement. He is telling us that the three times the Geek Squad sent it to the service center didn't count because it was never diagnosed or fixed right. HUH? He then said that I had it sent to the service center when nothing was wrong with it. HUH?
The original Geek Squad was right next to us at the time and he confirmed we were getting blue screens and he had it sent to the service center. The manager then said that since the service center didn't fix it right the first 3 times didn't mean it was three separate send backs to the center. HUH? I am in the business and I know for sure how these things are handled. Best Buy would have to send our laptop back to Sony who would refund Best Buy for the lemon. But this time Sony would see that it was not a lemon but would see that it simply needed new memory (there are notes on all of Best Buys service orders stating that the customer said there is bad memory).
So Best Lie didn't want to give us a new laptop because they were not going to be refunded for their total stupidity. The manager finally agrees that night that we will get a replacement. He said that he would need sign-off from the general manager before doing this. HUH? You need sign-off from your GM to honor a warranty? HUH? We go back the next night and get a new manager and they act like this is the first time we walked in the store, so we had to go through everything again. They talked to us until the store closed so we had to come back again and you guessed it. We went through the whole ordeal a third time.
We went to the store 17 times. Only on the 17th time when I called the local police and to have a report taken (to use for small claims) did the manager honor the warranty. The cop was actually laughing his ** off because I had the manager boot up the laptop he said wasn't broken and they STILL didn't have Windows installed. The cop also acknowledged going through the same ordeal with Best Lie. He told me that we would stay there and do a full investigation and only after a half hour of me telling my story so everyone within earshot knew what was going on did the manager cave.
(The Best Buy management staff may be ill-equipped to handle customer issues but these guys will not break. I have a feeling their training involves electric shock and warranty information flashing on a projector) OK so now we have all agreed that the laptop will be replaced. I know it was a long time ago that I told you the price of the laptop but it was $1900. That being said we went and looked at laptops in the $1700-1800 range. We were told that we would indeed not be getting anything over $1300 because Best Lie would be going by general computer specs to give us a new laptop.
Well the laptop she had had a lot of special add-ons, including a high-end video card. Forget that. Also we would be forced onto Vista and half of the software she had wouldn't work with it. And for those of you that aren't techies, Vista requires more memory, processing power, everything, so if you are running the same specs on Vista and XP, XP will be faster. We ended up getting a Sony for around $1350 that was not anything close to what we wanted but we knew if we walked out of the store this would continue. As we were checking out they tried to sell us another EXTENDED WARRANTY. We went home - went to Sony's website.
We got a 4-year warranty $50 cheaper than Best Lie's and covers a screen replacement. Four months later we had an issue with the battery. Girlfriend did some minor troubleshooting on the phone with them and Sony had a replacement battery FedExed 2 days later. Moral of the story? I will never spend a dime at Best Buy ever again. The only reason you shop from a local store is for the customer service and warranties. Internet sites will beat Best Buy's prices and can't have worse customer service. Also buy your extended warranties from the manufacturer. They know how to fix their products the fastest.
JOLIET, ILLINOIS -- My BBB complaint against Best Buy filed moments ago.... Don't bother buying from them. They do not stand behind their products, their customer service is a joke, and their protection programs do nothing but tick people off. Enjoy the complaint:
Filed against: Best Buy - Joliet 1500 N. Larkin Joliet IL 60435-3769 Complaint Description: On 3/2/2013 I purchased a new Toshiba Laptop, My receipt shows: ** - WIN8/14"/I5/6GB from Best Buy in Joliet, IL. I also purchased a protection and replacement plan, for one year, GSP # **. On 5/28/2013, my computer would not boot up. I called Geek Squad, and the agent stated I did not have a protection plan and there was nothing he could do for me. He directed me to call Best Buy. Called (888) 229-3770, I was transferred twice, then told again, I did not have a protection plan and there was nothing they could do.
I should contact the manufacturer, or go into Best Buy and pay for the repair. I asked to be connected to the Joliet store, and she refused. I then called the store, who again told me there was no Protection Plan in place. Asked to talk to Corporate, and was given the 888-237-8289 number. Called there, was transferred twice more, got put through to "Agent **", who finally believed me when I said I purchased the protection program and looked up my receipt. She said that there was something wrong with the number they had given me and it wasn't showing up in the computer. She directed me to take my computer into the store.
I did, they told me it was a failed hard drive, it was the third they've seen this week in a computer less than 3 months old, and it would take 1-2 days to fix. They also told me that I would lose all of my data, because my protection program did not cover that. On 5/30/2013, I checked the status of my repair, and I was shocked to see that it hadn't even been checked in yet. I called the store, who informed me that the repair was on the hard drive, there was nothing I could have done. The hard drive failed and it would be 2-3 weeks before I could get my computer back. I explained that wasn't an option.
I use this computer for work, and will be out over $50 per day in lost wages each day I did not have it. I spoke to the Manager, **. I asked for a replacement or a refund. She refused. Called the Corporate number. Spoke to Agent **. Explained my situation. She also refused. Spoke to her supervisor. I asked if I had brought in a product that I had dropped, and it shattered into a million pieces, if it would be replaced. She stated "It would." I asked why I should lose over $900 waiting on my computer for the next 3 weeks if it could be replaced. She again refused to do anything further.
I was sold a faulty product less than 3 months ago, and they are not standing behind their product or even acknowledging the lost wages this will cost me because of that faulty product. I have been treated as an inconvenience and an annoyance, hung up on, and transferred more times than I can count. Your Desired Resolution: I would like a new computer of equal or lesser value as quickly as possible. If I am unable to get a computer quickly, I would like my lost wages of $50 per day along with the new computer when they do finally fix their mistake.
OTTAWA -- On June 28, 2011, a Geek Squad technician came to my home and performed a diagnostic and repair at a cost of $394.37. Seven (7) weeks later in August, that desktop PC was slow to respond then did not work. More waiting for an appointment. On August 13, 2011, another Geek Squad technician said the hard drive had crashed. So, on that date, I purchased a new HP Pavilion p7-1042 desktop CPU, monitor, mouse, keypad and printer from Best Buy Coventry Road at a cost of $829.30. I actually got to pick it up on August 16, 2011. Next I had to purchase MS Word OHS 2010 software to replace MS Word 2000 at a cost of $146.89.
After the new HP was set up by a Geek Squad technician, desktop icons frequently would not appear when the PC was turned on. Often I had to open in safe mode. "No problem" said your technician "just hit F8 or, F10 or, F11 or, control-shift-ESC to bring up Task Manager." No way did this work. The PC became slower then stopped working. I returned the tower to Best Buy Coventry Road on September 25, 2011. Well, guess what? The hard drive in this piece of crud had crashed after just six (6) weeks. But then Best Buy (aka Worst Buy) had to send the tower to Toronto for repair. It would take two to three weeks. My data would be wiped from the hard drive.
So, I had to buy a flash drive at a cost of $20.33 and have my data downloaded at a cost of $100.89. Would it have killed them to take a new HP CPU out of stock and transfer my data immediately without charge? Apparently it would because on September 25, 2011, I had to buy an Acer AX3990-EB20P at a cost of $489.84 so I could continue to work on my home-based business. And what did the Geek Squad representative at Coventry Road suggest? He asked if I could borrow a friend's computer or use a library one in the interim. As of October 18, 2011, I still was without that HP Pavilion p7-1042 product.
No communication from the genius ‘service' staff either except to say “often the HP hard drives are dead right out of the box”. This whole stupid fiasco has cost me almost $2000 because the product I was sold is a piece of garbage and so is Best/Worst Buy customer service. I note their in-store signage says Best Buy is “a dynamic, customer-driven, talent-powered company” that will “ensure your experience with us is outstanding”. Well, it has been outstanding all right - outstandingly negative. And if this is their idea of a customer-driven, talented organization, I sure as hell have not experienced it.
An in-store brochure says “service you can depend on” but the only thing I can depend on from Best Buy Ottawa is low quality products that crap out after a few weeks of use and dumb employees who cannot even think through a problem and reach the simplest of solutions. Why could the data from my very new, very defective HP p7-1042 CPU not have been transferred to another in stock unit without charge? What is your problem? Would that not have been the logical, customer-driven solution?
Because of abysmal quality control at HP coupled with appalling Best/Worst Buy customer service, plus hardware and software charges, I spent time and money driving multiple times back and forth between my home and their stores returning defective product and buying replacement product while trying to run a business. My experience is that Best Buy is Worst Buy.
I want my money back. Their initial diagnostic set me up for a hard drive crash seven weeks later, their new HP desktop hard drive crashed after six weeks, they have no appreciation of fast, efficient replacement service and their only intent is to sell more shoddy product while keeping the customer waiting and waiting and waiting. Never shop at Best/Worst Buy.
Geek Squad is a real sham. When I bought my laptop early 2009 I also purchased a 3-yr Black Tie Premium warranty. This was complete hardware and software support, in home service, guaranteed a spot in repair dept ahead of any other plans. For the first 1 1/2 years the phone support was great. Since that time it has gone downhill. Every time you call you get a different answer on what your warranty covers and when it expires. It is like all of a sudden they have hired a bunch of idiots. I called 9/23 for service and they scheduled a tech to come to my home on 9/28 between 8 and 12.
I patiently waited 4 hours and when it got to be 12:30 I got quite upset. I called and was told that the person who was to come here called in sick. Nobody even bothered to call me to let me know so I could get on with my life for that day I finally got to speak with a supervisor in dispatch who due to my inconvenience scheduled it for Sun Oct 2 at 8 am. I told him that would be OK with me as I would be home until 9:15. On Sun I again waited but when it was 8:25 I called to see where he was as I was supposedly his first appointment. I waited on phone for 20 minutes before talking to anyone who would even check on this for me.
She comes back on the line and says "He has been trying to call you to come over and your phone was busy". Well, DUH, why didn't he just come here. He knew I was here if he got a busy signal. I asked her "When did he try?" She says "8:15" and I knew someone was lying as I was not on phone until 8:25. I asked her how soon he could get here and she said that I should call him as he was on another call at that time. I told her I was leaving in 30 minutes and asked if he could come after 5 when I would be back. She said he could come later that afternoon or evening and I should call him to arrange this.
When I called him he told me he could not do that as he didn't work that late. (Then why was I told different???) When I told him my computer is a laptop he says they do not come to home that I have to take it into shop. I tried to tell him that I had the in home warranty but he argued that he worked there 18 years and he knows that is not so. I call dispatch again and told them what he just said and they said he is wrong since I do have that coverage for my laptop. So again no repair for 2nd time in a row. Dispatch then says that the soonest they could send someone was Tuesday. I demanded to know the time and not a 4-hour window.
She said she would have someone call me Mon evening to give me the time. Didn't hear from anyone on Mon so I called dispatch and find out they have no record of a service call for me for Tues. :( Now they have me scheduled for Thur (tomorrow) but refuse to give me a definite time - Said that the previous supervisor should not have guaranteed the Sun 8 am appointment. I do not appreciate this type of service as when I have something scheduled for an unknown time in the morning I do not sleep the night before. Already lost 2 nights sleep and am in for it again tonight.
I did call dispatch this evening and told them they need to let the repairman know I will only be here until 12 so they need to be here early enough so I can leave for my appointment. I have spent a lot of money at Best Buy for two 55-inch TV's, top of the line steam laundry set, and a range besides many other small things. They have seen the last of me and my money due to the terrible service. I also had a problem with one of their stores in 1996 and never went back until 2005 and advised everyone to stay away from this store. That store actually closed and is no longer in business.
I have called on other issues to be told that I do not have remote access and they can't help me. This, I tell them, is not true as they have accessed my computer remotely numerous times over the past 2 years. I just have to keep calling back until I get someone who has a brain and knows that I paid a lot for this type of coverage. Why can't businesses hire people who know what they are doing? Never had problems with businesses 25 years ago like now. Or is it that most people are getting more stupid and can't function in their jobs? Another time was having problems with computer crashing. It would take too long for home service so I ran it down to the store.
When I went in I told them I had Black Tie protection which according to my salesman put me at the head of the line which I needed as I was using the computer for my business. At the store they told me everyone had the same. I do not buy into that as there are lesser priced plans and not everyone who takes a computer in has any plan. Told me I had to leave it but would get back to me in a few hours. I had to call next day as they never called me. They told me it would take altogether 3-4 days to work on it. Told me they needed to replace hard drive.
I brought it home and couldn't use it as they had removed all my software and would not put it back the way it was.. After I got it back I had to take it to another tech who charged me. He checked the old drive and there was nothing wrong with it. He explained that he had worked at Geek Squad and their policy was if they could not find a solution to the problem within 30 minutes then just replace the hard drive. They did not want to spend the time trying to figure it out.
If I had run my business the way this company does I would have lost all my clients.
Here's a story I hope most people cannot relate to. My son went to the Rancho Cucamonga Best Buy this morning to buy a computer. He bought a desktop computer and walked out the door, only to get home, open the box and find it damaged. I witnessed this. I told my son to package it up and return it to the store. He returned to the store and was told the computer he was trying to return was not the computer that they had sold him, not 20 minutes ago. That the computer being returned has the wrong packaging labels and he is trying to return an old computer.
This is fraud by Best Buy. They sold a computer to him and now will not accept any responsibility for what was in the package. My son bought the computer in good faith and Best Buy clearly is trying to pull a fast one. The General Manager stated there is nothing he can do for my son and asked him to leave the store. He did offer his name and said he would get back to him. This is unacceptable. The General Manager basically said my son is a thief. I immediately called the store to complain and was told by the General Manager not to come down to the store or I would be arrested and removed.
Needless to say I went right down. I wanted to return the monitor which was still in the box. I didn't want to open that box and be stuck with a bogus monitor. I asked to speak to the General Manager and told him right away to "never tell me not to come down to his store." I advised him I was bringing back the monitor that was still boxed and didn't want to open it being afraid I may be duped again. He was less than concerned. I asked for the name of his boss and the corporate office. After holding for 26 minutes a customer service person advised me that “This happens all the time at Best Buy” and it's up to the General Manager of the store to decide how to handle.
Basically “Buyer Beware”. Best Buy doesn't care and it's up to you as the consumer to prove you're not a crook. My son is out the money for the computer and with no options. We can only hope the General Manager will make this wrong a right. If not, it will be my pleasure to let everyone I come in contact with to know this story. I believe the hard working people of Rancho Cucamonga would like to know the policies of Best Buy. Followed up on next day with the General Manager. He explained that he is standing behind his employees and policies, he will do nothing to compensate us.
Called Best Buy Corporate office. The Customer Relations representative stated they stand behind the General Manager and nothing will be done. Have a nice day. I will be going down to file with Small Claims on Monday. I will do everything in my power to get justice. Whatever it takes, it's the principle. We are not thieves. Best Buy may be a billion dollar company, but I'm one consumer that won't be scared off by a Goliath.
ERIE, PENNSYLVANIA -- We were interested in purchasing a laptop because we were going out of town indefinitely, and wanted to keep in touch with family and our finances. After an exhausting search, we chose to go to Best Buy. We are both middle-aged and somewhat computer-challenged, but figured that with all Best Buy advertises for expertise, why not put our trust in them? WRONG ANSWER!!! We spent over 600.00 dollars for laptop and all accessories they told us we needed, and then made an appointment for the Geek Squad to come to install our wi-fi and show us how to use it.
They came late, stayed for all of 10 minutes, showed me the on-off button, never even gave me my personal code for my in home for wi-fi and abruptly left. I left numerous messages for the person that entered my home with no callback whatsoever. While out of town, I experienced problems and went to a nearby Best Buy only to be told that the problem was easily fixable and he promptly disabled what was appearing to be the problem.
I then acquired a virus, returned to the store and they "fixed my laptop" in a matter of a day and returned it to me to the tune of 199.99 dollars for 24/7 Geeksquad services by phone, while laptop is still under warranty, only being 4 months old. Less than ONE week later, I called 24/7 Geeks because I couldn't get on Internet, (new service I had to pay 199.99 for) only to be told I had to take it back to Erie store since it was their problem originally and that I would be charged for their help. I was livid.
Upon arrival, they agreed they must not have gotten all the virus, but they wouldn't charge me any additional. Two days later, they wanted to know if I had backup CDs for my system that I was supposed to make. I told them their geek was supposed to make those when he was here, and if he didn't, I would have to pay for them too. To today's date, My laptop isn't running at the proper capacity, isn't capable of doing what I told the Salesperson that I wanted it for, and basically, as far as we are concerned, is a money pit of uselessness. Giving them one last chance, We called to see if we could upgrade this and they said certainly, bring it in.
Again, we go there only to be told we had to find what we needed online and order it ourselves, they didn't carry it in their store, after I called to see if they could do it, and that they had it to be purchased. At this point, my husband had enough and began to raise his voice. As he exited the store, the person ask him if he found what he needed and he basically said "a squad of ABSOLUTE MORONS." We hope that anyone considering shopping at Best Buy/Geek Squad, RETHINK IT!!!
MESQUITE, TEXAS -- In my case, I believe that Best Buy has profited from the mistakes of their sales personnel and Geek Squad personnel at my expense. For a bit of background: I am self-employed, working from my home. I use AutoCAD and Adobe Reader every day. I had a computer crash and decided it was time to replace my old computer rather than having it fixed again. I went to Best Buy in Mesquite, TX for three reasons: I would get terrific customer service, I would get direction on what would work for me and I've always been happy with Best Buy in the past.
I told the sales person it has been over 10 years since I bought a computer from a store, I needed my computer for work, I used AutoCAD 2006 and Adobe Reader Professional, I had been warned that Windows 7 had compatibility issues with older software, and I couldn't afford to replace those two programs. I repeated this several times as I wanted to be clear on the issue. I also told the sales person my budget for a new computer package which included a new monitor ($1200.00). In addition, I needed to transfer specific files and settings from my old hard drive to the new computer.
To make a long story short, a computer was recommended, I went to the checkout. The bill was about $200 over my budget, but I went with it. I left the newly purchased computer, the old computer, and a sheet where I specified what I wanted transferred from the old computer with the Geek Squad section of Best Buy. My husband was to pick it up next day after work. Next day my husband picked up the computer (another 120 mile round trip). When I got the computer home and tried installing my software, I found that neither AutoCAD 2006 nor Adobe Reader Professional worked on the computer. I did research on the Internet.
I found that if I had been sold Windows 7 Professional instead of Windows 7 Home Premium, I would at least be able to install Virtual Machine to allow my older software to work. The older software was NOT compatible with Windows 7 Home Premium. This was not conveyed to me at the time of the sale. I had specified what I needed so that I could go home, set up, install and get to work.
In addition to that, I had requested that three folders from my old computer be transferred to the new computer. That didn't happen. (Best Buy at least made that part right with me. They redid the transferral of the folders I wanted, even though this transferral was done in a manner that caused many lost files.) I took the computer back to Best Buy. First it seemed like they were not going to take the computer back. Then when they agreed to take it back, I was told they wouldn't take back the software I'd purchased extra on their advice (Microsoft Office and Kaspersky Anti-virus). They wouldn't refund the cost of making a restore disk (for the computer I was returning).
I don't understand this last bit because I didn't keep the computer and the restore CD would work with the computer when they sold it again. I guess I was naive. I was charged $.99 and $19.99 respectively for: "** ask an agen ask an agent product" "** ask an agen ask a agent 6 month". Both of the items in quote marks are directly from the receipt I have. I requested neither item and was not told I was charged for them or what they were. These charges were not refunded. When I wasn't satisfied with the situation a manager got involved and he told me, as an excuse, that they don't load Windows 7 Professional. Windows Home Premium is their standard.
My response was, okay, so I needed an upgrade. Why wasn't I told this so I didn't waste three days trying to make a computer work that didn't work? The manager acknowledged that I should have been told this. However, he didn't offer to refund any part of the service I couldn't use. To me it doesn't seem right that they profit from their own mistakes! In the end, my refund was short $444.69 of what I'd paid them. I feel I was used, that I wasn't given the correct information, and that their customer service was a lot less cooperative than they could have or should have been.
Okay, if they can't resell the Microsoft Office, which I can't use now that I didn't buy that computer, then refund me back their profit at least. As stated above, it doesn't seem fair that Best Buy profits from their own mistakes. In the case of Microsoft Office, they sold me something that was for working with the new computer. I neither needed it or wanted it for my old computer. It was an expensive lesson. I will not go back to Best Buy ever again. To me it seems that since Comp USA and Circuit City went out of business Best Buy is much more arrogant and a lot less customer service friendly.
I was really, really disappointed with their customer service and their sales representative. I was even more disappointed with their manager. Buyer, beware, Best Buy is not what it used to be. Then again, maybe it is the Mesquite store versus the store I used to go to in Peabody, Massachusetts when I lived there. Whatever it is, I am done with Best Buy.
INDIANAPOLIS, INDIANA -- I went to Best Buy in February of 2010 while they were having a 12-month no interest promotion. I told the sales person that I needed a computer and laptop that was on sale. I also stated to the sales person that I wanted the 12-month no interest and he said that I could get the no interest for 12 months while my female friend was standing right there to witness the whole situation. I gave him my Best Buy card not realizing that it was not their store card but a Best Buy Mastercard in which does not offer the 12-month no interest promotion which was not stated to me.
I had been paying my bill every month thinking that everything was alright and that I was not being charged any interest. I got my statement a little over a week ago and happen to actually look at the statement and seen that they were charging me interest so I called the number that was on the statement and the man in whom I spoke to told me that the store must have made a mistake because we do not offer that promotion and I stated to the man that I didn't know that there was any difference in the cards because the sales person had told me that my purchase would be interest free for 12 months.
I went on and asked the man if Best Buy had just tricked me into making a purchase because I told them that I wouldn't purchase the items if I couldn't get the 12 months no interest. He then stated,"no, just take your statement back to the store in which you made the purchase and they will fix the problem for you", so I said, "thank you sir goodbye". I then get my friend who went with me initially to get the items that I purchased and went back to the Best Buy.
I explained to one of the workers and to the manager the whole situation and the manager was very smart mouth and nasty and told me that there was nothing they could do to help me because it was my fault that I allowed the sales clerk to swipe the wrong card. Me and my female friend tried to tell the manager that the sales clerk in whom helped me told me that it would be no interest for 12 months and the manager disregarded everything we said and showed no compassion and had no intentions on helping me with the situation.
I then told the manager that I would have not even purchased the computer if I couldn't get the 12 months no interest, that was the only reason that I came to your store on that particular day. I asked him if I could just return the items I had purchased and he told me "No, we have a 14-day return policy." So I then told him, "You guys tricked me into purchasing these items with a card that you guys knew did not offer the promotion that I was seeking."