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."
I can't tell if it is me, I am just unlucky or is my Geek Squad experience representative of what many others seem to find. The service from both a technical and customer service perspective is just awful! I know I am not an unlucky or bad person but my frustration has never been higher. Here is my experience using the Geek Squad. My chronology goes from present backward.
I called the 800-433-5778 number at the suggestion of the store employee, given it is way past the due date, to see if they could help. I got to a technician who was very unhelpful and when I asked to talk to a supervisor he refused saying the supervisor could not do anything more for me and he was busy with other customers (Poor customer service). He said he would put me through to the customer service line so I could file a complaint but (not) surprisingly he cut me off. Called back and talked to a person that seemed to be actually trying to help.
When she came back on after trying to get through to the store ("no one answered at the store at 6 pm" she indicated) and she began to arrange a callback to me tomorrow but the phone line went dead (Overall this was good service). I called back and was transferred to the reward zone credit card extension(???). I called back again and was able to be reconnected to the person I started with; It took 20+ minutes for me to renavigate the system twice (Not great service). We will see what happens (I think they should replace the computer but am not sure it is actually should be the technicians).
The technician arrives and we had to go over the same information I had already provided. He said "I have not worked on these units before." He had to call the service center and get instructions on how to disassemble the unit. After a lot of talk, he quoted me something like $800 for the repairs which I promptly refused. The repair was done at a local TV shop for about $300.
The laptop finally came back a third time and it has been working fine until now. I can't tell if this is 3 or 5 strikes against the service. Unfortunately, Best Buy only counts it as three times so my replacement coverage does not go into effect. They will probably figure out a way to keep the unit until the end of June when the replacement warranty runs out. WOW!! I have never written such an email except when I complained about the service I described in #3 above. Can't tell if the problem is the Acer laptop or the technical service. I know the customer service has not been great (although I am hopeful with the current person I talked to this evening).
Solution for me: Refund the money I spent for the laptop ($1912.43) or repair and extend the warranty with accidental damage protection for 2 more years. This latter option does not give me much confidence however. Result: Best Buy has lost me as a customer (I say that reluctantly) and as I have spoken to store employees it seems that they really don't care (except the person I am currently working with). I clearly steer people away from the Geek Squad when asked.
My daughter is going to college in the Fall and a new laptop is one of the purchases we will make but as we have shopped Best Buy is not one of the options. I realize that my one purchase will not change the fortunes of Best Buy and I am reminded about that as I speak with a number of their employees.
BROOKLYN, NEW YORK -- On 2/24/2010 at 9:05 PM, I have purchased a Cordless Desktop MX 5500 Revolution, top of the line, keyboard & mouse set for $169.99 plus sales tax at Best Buy store # 599 located at: 8923 Bay Parkway, Brooklyn, NY 11224. It was a 25th birthday gift for my wife. When she opened a box the next day, it was the whole bunch of different items, none of which belong to the item purchased. We brought this back to the store the following day at 1:00 PM, in less than 24 hours. While waiting in line to exchange the product, person in front of us has returned 2 products back to Best Buy.
Store employee failed to even look at the boxes that were returned back to them. I have asked them a question how they are taking the item back without inspecting them. The answer was "The box looks Okay", after which I followed with my situation. At first she said to go, and get another set and called the manager. As soon as we came back to the counter with the replacement item we were met by the Geek Squad employees. As soon as we approached the counter one of the guys said that they can not take it back, and we should contact the manufacturer of the product. I made a phone call to Logitech right there in the store.
Person on the other end listened to what I had to say, and going over the items in that box, suggested that the mix-up happened at the store, because none of the items in that box belonged to that set. It looked like someone shoved old used display products in that box. In about 20 minutes waiting for the store manager ** (Refused to provide his Last Name) has arrived. After explaining to him what have happened, he advised us that there is nothing that he can do for us, and said that this is a Small Claim, and nicely asked us to leave the store. At that time I felt like breaking that old keyboard over his head.
It was a 25th Birthday Gift for my wife, and here I felt so bad and low, it was not even a matter of $185.00 money loss. I came outside, and called Best Buy Customer Relations. They said that this situation can only be resolved by the store manager. My wife went inside the store to talk to him again. After the phone conversation with Best Buy I have decided to call my bank to dispute the charge. Charge was not even processed at that time. It was still in authorization process, and they advised me to call them back next business day.
While my wife was inside the store talking to manager **, he asked her to leave a phone number and he will call her back with his decision within a couple of days. We left the store feeling like **. I have lost $185.08. It was the worst birthday gift ever I could give to my wife, but the Best Buy will lose more than that in the long run. There must be someone in the Corporate Office that can understand what their employees are doing to their reputation. This is very unfair that Best Buy Corporation will allow their store manager ** (Refuse to give his last name - like he was hiding something), treat their customers like that.
I wonder if top Management at Best Buy will agree with his decision at that time. How about good old Business Law: Customer is always right!!! And if Best Buy thinks otherwise, Shame On You!!! You will not last too long by doing business like this. In past 10 years I spent at least $10,000.00 at BB. 3/4 of my home electronics were purchased from Best Buy. For $185.08 your company will not see a single penny out of me.
My sister-in-law waited in line for 20 hours for a laptop for me during black Friday. She gave it to me and it crashed within 5 minutes of me having it open. The laptop I purchased was only made for Black Friday so Best Buy doesn't carry it in their stores. Since then I have spent over 30 hours trying to get it fixed. Best Buy customer service is terrible. You call their customer service number and you have to wait on hold for 5 minutes before being transferred to an operator who will then transfer you to someone else. On several of my calls the operator would transfer me to the department of their choice while I was still mid-sentence trying to explain my situation.
I then have to wait for 15 minutes to be transferred to the department they chose. About 50% of the time they would transfer me to the wrong department so I am transferred again and have to wait another 15 minutes. (We are up to about 40 minutes at this point and I still haven't been helped.) I have literally talked to probably 50 people total through this whole ordeal and there has only been one guy with Best Buy's 1-800 number that was able to help me. Of course I can't get back in touch with him b/c they don't have extensions. So far, I have spent over a month trying to get my laptop fixed.
It has been serviced at two branch locations as well as the "official service location" for the area and nobody can fix it. They told me it has viruses and spyware and that is why its shutting down. That's funny, b/c it began randomly shutting down before I ever got on the internet. So, if it was shutting down before there were any viruses/spyware the problem must be something other than those, right? That's seems logical to me. I spoke with the store manager at the Grapevine location and he ever so kindly offered to waive the restocking fee and give me my money back for the laptop. Gee thanks, you are so kind.
So your idea of customer service is: my sister-in-law wasting 20 hours of her time, me wasting 30 hours of my time plus gas and wear and tear on my vehicle, and my father-in-law wasting 3 hours of his time all to be back at square one as if the laptop had never been purchased. The manager of the Grapevine store literally told me "I won't switch your laptop out with a comparable one because that would just be a bad business decision on my part. I would lose money." and I responded by saying "So you care more about a smart business decision (saving $200) on your part than customer service and doing what's right?"
He responded by saying something like "Well, I wouldn't say it like that". Heaven forbid that Best Buy take a $200 hit to take care of me by giving me the next comparable laptop. Oh wait, it gets better. Not only will they not replace it but I didn't buy a service plan so they are wanting to charge me $114 to fix it. So, you sell me a defective product and then want to charge me to fix it. That makes sense.
At this point I am very tempted to just light the laptop on fire. I think that would result in better progress than dealing with Best Buy customer service. NOTE TO PEOPLE BUYING LAPTOPS FROM BEST BUY: _____Don't!!!!_____ They won't take care of you if something goes wrong!!!
LEVITTOWN, NEW YORK -- I bought a new computer a few months ago and then started playing a game that needed more video. I called Best Buy and they suggested a card to go with my computer which they didn't have at that store. They said I can get it online or at another store. I went online and bought the card. Within a few days the video card was making a ton of noise. I shut down the computer and then it wouldn't start again. I called Best Buy and they said the card must be defective and to return it. Meanwhile here I was with a dead computer. They suggested I get a new power supply which cost me more money.
I didn't want to buy another video card - at that point got the power supply and unhappily left the store. Well you can probably guess the rest it wasn't the power supply. I called Best Buy and after a few calls back and forth they agreed that as long as they tested the video card and it was defective they would fix the computer to bring it in. So we go back there and they tested the card it was defective but then they discovered it not only blew out the power supply but the mother board too. The story then changed and they said because they weren't the ones to install it that they don't have to fix it (they knew they didn't install it from the start).
We then called Best Buy again and went round and round even when I said "Listen to the call that says "bring it in if it was the video card that caused your damage we will fix the machine." They refused to help at all. The man that tested the video card and computer clearly stated to us that the video card burned out the power supply which in turn burned out the motherboard. When the representative called the store they said "Well the video was defective but we have no clue what happened to the rest of the computer." I was lied to a total of three times in just one day. All to fit their needs and not mine at all.
We then went to return the power supply that we bought and they wanted us to pay a 25 dollar fee for restocking. After throwing a fit with the store manager they decided to give me back my 25 dollars. I called the corporate office after all this and they said "Oh I am so sorry your computer is no good now. We will send you a 40 dollar gift card to cover your troubles." I won't tell you what I told them they can do with their 40 dollar gift card - use your imagination. I don't understand how a company can get away with saying one thing then when they find out it will be more work then they thought they can change a story and get away with it.
Beware before buying things in this store because if there is anything wrong it is your fault and not theirs. I think that everyone this company ripped off should start some kind of class-action suit and stop them from continuing to do this.
MUNCIE, INDIANA -- In December 2008 I received a gift from my daughter that was purchased at Best Buy. I thought wow, until the nightmare began. The stupid laptop from Vista came with more bugs than the average joe like myself could imagine. That wasn't the nightmare, nope. That came when the first manager had to switch the bad one for a so-called replacement. Today I went in to buy a new power cord because my son puppy chewed the one up that came with the laptop. I started the process the day before on the phone with the parts and labor department. They told me I could order the cord for 28.00 dollars.
I needed the cord a little faster and said I would try to get it at the store. Well the guy at the store who tried to help me couldn't find the exchange between the laptops. So, like anyone else would do I thanked him and went to customer service/The Geek Squad where the transaction took place. The two men from the Geek Squad had the same problems as the other guy. They found the original purchase but not the switch between the two laptops. Next, they send out the manager, yes here comes the manager. No apology about our wait or anything to that nature. Nope, he jumps right in stating what he couldn't find and that there should be a receipt in my possession.
I told him they didn't give me one and that I asked the same question. Instead he went on to imply if there was an exchange it would be in his system and he didn't know how I got out of the store without a receipt. I went to say something and he cut me off and told me if I let him finish, then he repeated what he had already said. "If there was an exchange it would be in our system and I have no record of any exchange." To finish what he said "I don't know how you got out the store without one." I then replied, "I am not a thief, that is the second time you have implied I stole that laptop. I'm sure you know you are using a play on words."
I then said "You first should have apologized for our long wait and the problems we were experiencing but no. Instead you came out accusing me of stealing a laptop. I'm sure there is some way you can research your records. I have the box and everything that came with the computer. I have the name of the manager who switched the computers." He got upset at this point and threaten to have me removed from the store because I was getting rude for stating he didn't apologize and "I'm sure you can look up the numbers on the computer to see I didn't steal it."
I turned to a customer to say "I can't believe he is accusing me of stealing a laptop." He told me "If you talk to my customers I will have you removed." I said "I can't talk to customers - OK." I then asked the young man behind the counter who was helping me "Can I have Best Buy Corporate number?" He gesture for me to wait and give him a minute. At this time Mr. hothead told me to leave because I asked for corporate number. I told him as soon as I get the number I will leave. He said "I will give you the number." I said "OK." He said "leave", I said "as soon as I get the number." Then he told the employee not to give it to me. The employee gave it to me anyway.
Everyone, employees, security, and customers were all looking at him like he was crazy. Then I left and called corporate. I can't believe corporate would dare ask me to buy the cord from parts and labor without addressing the problem in the store. I made it very clear I will never buy anything else there. The crooks come in after talking with corporate - I discover they gave me a used laptop in their switch. Yep, you heard it right. My daughter is paying for a brand new laptop and they switched mine with a used laptop. This is the true reason there is no record of the transaction. Beware, of the crooks, scams, thieves and the laptop-switch scam.
I didn't complain about anything but the manager, because all I came to do was get the number to buy a new power cord. They have lost another good customer due to poor management service. They have the worst customer service in the history of this country.
MIDDLETOWN, NEW YORK -- Do yourselves a big favor and find a local computer geek. Stay away from Best Buy Geek Squad. They're all hype, no delivery, broken promises and ignored contracts. We purchased a new Dell desktop in July 2008, bought the in-home service plan, and had it set up by the Geek Squad. Two weeks after it was set up, the media center wouldn't work, nor would it recognize the internet.
After four futile visits by the Geek Squad, the technician finally diagnosed a defective motherboard. But, hey, since it took it five weeks now our guarantee was up! (30-day guarantee). We would have to purchase a new motherboard. After many phone calls, Best Buy magnanimously agreed to replace the motherboard, but since Dell wasn't making them yet independent of the computers (or so we were told) we would have to wait 6-8 MONTHS for a replacement.
For the life of me, I can't figure out why they couldn't just ship a new computer from another store, but apparently this solution was beyond their capabilities. I had to call their Minnesota main office several times to get what seemed only fair, to just swap it for another computer. Manager of the New York Middletown Best Buy refused to swap it, was discourteous on the phone, then told us that since we went "over his head" (?!), we had to bring the tower in that evening only, immediately, because of some kind of restocking issue. We raced in and then he refused the exchange because to us, "bringing the tower in" meant, duh, the tower and discs that run it.
Not good enough. Manager said that in computer-speak, "tower" meant the keyboard, mouse and speakers (which were at home, still attached to the new monitor and a KVM switch to a second computer). He refused to swap it out, didn't have the same model, there was much ado and finally, he agreed to swap for another (cheaper) model, but only after he took out the keyboard, speakers, mouse and discs.
Gave us the new computer in an empty box, without the new discs (our punishment for forcing him to honor the guarantee). When I questioned the lack of discs (different drivers) he told me that one Dell disc is as good as another and we could use the discs from the defective computer, we could just take them back home.
That didn't strike me as right, and after many phone calls, I learned that the driver discs are not interchangeable from model to model. Called him back (several times) and he said he would send us the discs after we dropped the first discs off. We did that, waited three months, made several phone calls, visited BB several times until finally we went into Best Buy and made a fuss, demanding the discs.
He came out from his office and literally screamed at us (can you imagine?) and finally had one of his underlings give us the correct discs. What a horror show. I wouldn't buy a roll of toilet paper from this store and we were good customers, buying computers every two years for our businesses. Be warned!!!
MISSION VIEJO, CALIFORNIA -- I purchased a Sony Laptop on 01/03/11, within a month the HD failed. I lost all my data - not to mention time - on the phone with Best Buy and Sony trying to get some resolution. All I got from Best Buy was they would send it to Sony for repairs and it could take upward of 3 weeks to get it back. No offer of a loaner or free repair or even a replacement. I could understand if I had the computer for more than a few months but I had literally one month and three days. Everyone I spoke to from the Manager at Geek Squad to the Corp Office was of no use.
Also, I found out talking to Best Buy Corp office that they give Carte Blanc to the managers over the Stores and the decision making. I was told whatever the decision is of the Manager stands. We cannot override their decision. Then to get on the phone with Sony only find out they transferred me to Japan and took over a half hour to answer the phone once I was transferred. Finally Sony agreed to send someone out and replace the HD but not remove my data. I had to pay OOP for that service with someone else.
PORTLAND, OREGON -- I bought THREE HP Pavilion Laptops at about the same time for family members - and ALL THREE had failed Hard Drives. I actually had two of them in the tech shop at Best Buy at the same time. One of the three was irreparable, so kicking in a little money it was replaced at Best Buy and is the G6 HP Pavilion that I will now talk about. The computer that I replaced the third lap top with is a HP Pavilion G6 Series. Purchased it on August 18, 2012. HARD DRIVE Failure, in the shop March 18, 2013.
The SECOND HARD DRIVE FAILURE happened just nine months later on December 8, 2013. I took it back to Best Buy. But by now my one-year warranty for the computer is now out-of-warranty. They did say they would replace the Hard Drive as it had just been replaced in March of 2013. The diagnostic tool on HP said it was a Hard Drive Failure. The following day I got a call from BEST BUY - They inform me that the problem is not the Hard Drive, it is the motherboard. BEST BUY tells me it would not be worth the cost to fix, and just buying a new one would be the best thing to do.
I pick up the HP Laptop from Best Buy. I have to say at this point didn't really trust what was said to me about the laptop. I was told also when picking up my laptop, that the diagnostic tool in HP's are not real reliable. I get home, decide to look at the hard drive - open it to view the hard drive and lo and behold when it was replaced in March 2013 - it was replaced by a TOSHIBA hard drive. I call Toshiba.... no warranty on the nine month hard drive. Why? I believe because the TOSHIBA was put in an HP product and not a Toshiba product. Called HP - not their problem and that this has to do with where I bought it at which was BEST BUY.
BUYER BEWARE of the WARRANTY specs on your product. They can use replacement parts (where you have it purchased, i.e. Best Buy when you get warranty work done) that are not genuine parts for the computer - HP told me this. I will NEVER buy another HP product.
WOODLAND PARK, NEW JERSEY -- In August 2012 I purchased an Asus G75VW laptop from the Best Buy in Woodland Park, New Jersey. I was wary about purchasing such an expensive item but ended up even opening a credit line with them in order to file this purchase. I have lived in the area all my life and have always gone to Best Buy for my electronics and gaming needs. Two weeks ago the hard drive on the laptop went bad and it would not boot up. After speaking with several customer service reps I found out that I could bring it into the store and they would send it out for repairs for free because it is still under manufacturer's warranty.
I took it in and dropped it off. The technician removed the battery and gave it back to me and told me they did not need the charger. Yesterday, April 4, 2013, I went to pick up my laptop at the same Best Buy location. Having no battery or charger the tech was able to plug it in and turn it on. Upon turning it on the screen immediately showed a. exe error which means a program did not work correctly. The technician had already had me sign the paperwork for the "repair" before he turned it on. Before I could ask him about this new issue he turned away and began helping another customer. I had several questions about the repair that went unanswered.
After arriving home and rebooting the laptop the error message came up again. After trying to open several programs that come pre-installed with this laptop I received more exe errors and some did not open at all. I took my laptop back to the store today, April 5, 2013, and since I did not need the battery or charger the first time I did not bring the charger but did leave the battery in. I was instructed to return home to bring back the charger because they no longer have the charger they had yesterday. I was told that if I did not bring back the charger they would not do the repair and if I did not pick up the laptop it would be recycled.
As I was waiting for a technician another customer brought in a stand alone PC tower with no cords or cables and a technician was promptly able to accommodate him with the proper power supply. This is a laptop and a company that Best Buy frequently sells and repairs on site. After speaking to an Asus representative I also found out that Best Buy strips the laptops and does not include all the appropriate accessories for this model.