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Best Buy Is The Worst!
By -

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.

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WOW!! No class-action lawsuit yet?
By -

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.

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Worst Customer Service Ever FULL OF LIES
By -

HAMILTON, OHIO -- I always thought Best Buy was the best place to buy electronics. Not anymore. I got a Gateway laptop from them on 1/8/2005 and I bought the service plan to go with that. In October of 2005 I took the laptop back to Best Buy because it would not stay charged. The adapter in the back kept coming loose. They had to send it off for repair and was supposed to be sent back to the store. One week later there was a box sitting on my doorstep. It was my laptop. I am surprised that it was not stolen. Anyway, I used the laptop until December when the same problem happened again. I took the laptop back to the store again on 12/30/2005.

I was told that I would have the laptop back on 1/11/2006. I went to the store on the 11th to see if it was back yet. It wasn't and they didn't know the status of it. They said that I could call back in a couple of days to get the status. I called and was told that the computer was shipped from the service center and would arrive in a couple of days. I called 2 days later and was told it was still at the service center waiting to be repaired. I kept calling and calling. Finally yesterday 2/16/2006 I called and was told that the computer had been back at the store since January. I asked them why nobody called me and was told that they tried but the phone number didn't work.

I asked them what number they had and it was my home phone number. I know that the number works because I checked the answering machine everyday to see if they called. I also left my cell number with them but they didn't have any record of that. I went to the store yesterday to pick up my laptop and the adapter wasn't with it. I was told that I didn't give them the adapter when I turned in the computer and they didn't have any paperwork of it. The funny thing is that I had the paperwork of the service order at my house and it said that they had the adapter and there was a post it note on my computer stating that they receive it with the laptop.

The Geek Squad guy asked me if I wrote that note. I told him that I didn't and that it must have came from the service center. I went home got the paperwork that I was given when I dropped off the computer and returned to the store again. They searched the room for the adapter and could not find it. I asked if I could have one off of the shelf since they didn't send mine back. He checked with the manager and came back to the front and told me that they had to call to get me an adapter. The manager could not even come over to talk to me to begin with. When the Geek Squad guy came back I told him that I wanted to speak to the manager.

I explained my situation to him and he didn't even care. He told me that I needed to be patient. I had been patient for a long time and was not going to be patient anymore. I am supposed to go back today so they can call and get me an adapter. We will see how that goes. I have not seen customer service that was this bad before. After reading all of the other complaints I don't know how they are still in business. Something needs to be done about their customer service. Once you buy something there, they forget who you are and do not want to help you with anything. They figure they got their money out of you and you don't matter anymore.

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“Loss of Bargain;” Best Buy/HP
By -

CINCINNATI, OHIO -- First; to be "fair and balanced" - I have purchased more electronic equipment from Best Buy than from any other company; and this is not a “frontal assault” on Best Buy. But, the company is rumored not to have “squeaky clean- hands” at all times. This “Essay” is about an unnecessary loss of a rebate “bargain.” It occurred about two years ago. Subject: Forfeiture of Rebates in the amounts of $150.00 and $100.00; offered by Best Buy and Hewlett Packard, respectively.

The rebates represented incentives associated with the purchase of an HP Pavilion ze 5200 Notebook PC at the Best Buy Store #153… The Computer was delivered by mail and was received on April… The amounts paid were: $2,002.39 (cost of computer plus tax); plus $264.99 for a “3 Year” Service Plan; all paid in full on March… (VISA). Some of the requirements for the rebates were found to clash with each company's demands. Both companies demanded receipt of the same original UPC (bar code) found on the box container.

Inquires made to Best Buy and to HP resulted in the declaration by HP that the requirement to submit the original UPC bar could not be waived. And, although “timely” requests for clarification were made to Best Buy – there was a “protracted stall” before an e-mail response was received. Best Buy offered to accept a copy of the UPC bar; but “latches had run"; it was too late!

It is my observation that: Best Buy knew or should have known that an inherent conflict resided in their Rebate offer. Best Buy failed to draw conspicuous attention to this conflict. Best Buy failed to make it transparently clear that they would defer to the Manufacturer, HP; that is: Best Buy would accept a copy of the UPC bar in place of the original. Best Buy was phlegmatic in response to inquiries to clarify or to rectify the UPC bar dilemma. Best Buy's business practice, in this instance, deprived me of the value of a promised and anticipated bargain; the rebates.

The poorly constructed Rebate offer redounded to the (pecuniary) advantage of the Company and to the detriment of the trusting customer; me. It is not known if the entrenched conflict was or was not intentional but, the pattern seems to have the color of slick sleight-of-hand. The need to be "suspicious" of Best Buy's "self-serving" motives should not have to pre-occupy a Best Buy customer. I was responsible, ultimately, for looking out for “my-own-interests!”

(SOME) LESSONS LEARNED: Pay close attention to rebate expiration dates; and terms, at time of purchase. Try to anticipate possible conflicts ”at time and point of purchase. Be aware; that although a product is purchased in a store but will be mailed from the “factory,” the “rebate clock is running” – no matter how long it take to receive delivery. Be cynical; and assume that the company would be “pleased” if you fail to apply for the rebate; it will not be your advocate.

If the instructions about ‘proof of purchase', 'BAR codes', serial and model numbers, etc., are confusing (they, often, are to me) don't hesitate to ask for clarifications or for explanations. If you “screw-up” - as I did - chalk it up as the tuition cost for a bitter lesson learned. Don't be a Dummy like me. And, I hope not to be a repeat offender! Etc.

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Extended Warranty - DON'T PURCHASE!!!!!!
By -

RIVERSIDE, CALIFORNIA -- I am a 66 year old grandmother and I have been unjustly treated. I purchased a Hewlett Packard computer from Best Buy in August 2001. My daughter that knows about computers went with me. The salesman from Best Buy kept telling us about the extended warranty plan. We were told that the plan covered the computer for 3 years, and that no matter what, if Best Buy couldn't fix it, they would replace it. So I paid the extra for the extended warranty.

In September 2003, my computer started having problems. I rang the Best Buy Warranty phone number and within a week they sent a technician out and replaced my hard drive. Having done that he attempted to install the operating system back on the computer. He was unsuccessful. He stated the disks were bad and that I would have to get a replacement for them.

In October 2003, I contacted Best Buy (Case# 5977640) and was told that it was a “HP” problem and that I would have to contact Hewlett Packard for a new set of disks. I called HP and was told that my system was obsolete, so they no longer carried the disks for my system. I called Best Buy back and was told that it was not their problem.

Between calling Best Buy and Hewlett Packard, I spent several days on the phone. No one wanted to claim responsibility. I again called Best Buy and reminded them that I purchased the extended warranty that is a ‘repair or replace' warranty. The person at Best Buy informed me that the salesman gave me the wrong warranty. I told them that this is what I was sold, and they should stand behind the warranty.

During all this time I had been in contact with my daughter (who was with me at the time of the sale and who now lives in New Zealand). I had her on 3-way conversations while speaking with Best Buy and Hewlett Packard. My daughter said to bring the computer with me to New Zealand when I was going to visit and that she would reload the operating system for me. But that I should continue to contact Best Buy and ask to speak with supervisors and if I didn't get anywhere to go straight to the top.

Once I got back from New Zealand, the computer worked fine for a few days. I was even able to get back on the internet, but then it suddenly started having problems again.

I again contacted Best Buy and continually got the “hold please” or "let me try to find my supervisor", or "we'll have to call you back." I have been contacting and not getting anywhere for eleven months now. I still have NOT gotten any help from them. They told me to bring the computer to the store where I purchased it. I did, and they told me they would check it out.

They called me to pick up my computer, when I went in to get it, they told me, “They could restore it for $100 for I could take it home and restore it myself.” I told them I would do it myself. The young man actually laughed at me and stated, “You can try but you will get an error when you do.” And lo and behold I got an error when I tried it again. By this time my warranty was almost expired. They were trying to string me out until it had.

After the warranty was expired, a man my husband works with said he would take a look at it. He didn't have it 24 hours and told us the problem was the memory was faulty. He replaced the memory and it is working fine now. I called Best Buy back and requested they pay for the memory that had to be replaced. I was told, “Oh well, if you had taken it to a reputable company, we would reimburse you.”

I am so furious that companies are allowed to continue to do business like this. I have found many similar experiences from people having the same types of problems with Best Buy and their so called “extended warranty”.

I am tempted to paint a sign and stand in front of the store telling people not to purchase any extended warranties, because Best Buy does not live up to them. I will make sure that everyone I know, does not buy things from Best Buy. I purchased the computer from: Best Buy Store 3900 Tyler Avenue Riverside, CA 92503, 951-343-8960. Any assistance you could give would be greatly appreciated, not only by myself, but any other UNSUSPECTING possible customers.

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Refused to replace a junk product
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Best Buy is "Worst Buy"
By -

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.

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Terrible service
By -

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.

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Best Buy Are Crooks and I'm No Thief.
By -

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.

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Squad of Morons
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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!!!

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