MONROEVILLE, PENNSYLVANIA -- We bought a Dell laptop for my daughter when she left for college last year. We also bought the 3 year comprehensive warranty - thinking it would be nice to not have to worry. After the screen cracked this summer, we went to the Geek Squad at Best Buy. They said it was probably fixable and sent it in for repair. They checked in with us several times during that process - keeping us up to date on the repair. Unfortunately, they determined it was not fixable and gave us a credit for a replacement product.
After shopping for several weeks and checking numerous sources (not just Best Buy), we found that the credit would not even come close to buying a comparable Dell. We called Best Buy and explained the situation. Long story short - Jim at Monroeville worked with us and came up with a good compromise. We went from frustrated customers to happy. Kudos to Jim.
NEW BRAUNFELS, TEXAS -- We went to buy a laptop and they were out of stock, so the salesperson ordered us one online and had it shipped to the store. We shipped it to the store, instead of our home, so that they could install "Office" for my wife. They handed us a card with the product key on it and told us to hand this to the person when we picked up the laptop and they would install it for us.
When we picked up the laptop, we did as instructed, and were then told that it would be $20 extra to install it. We told the person that we were told the extra $120 we paid included installation. She went and got a manager. The manager kept saying "I understand" when we told him what happened, but insisted we pay the extra. After several minutes of going back and forth, he offered to give us 50% off installation. He said installation was $29.95!
I told him we were just told that it was $20! "I am sorry for the misunderstanding," he said, "but it is $29.95". We couldn't believe it. We called the corporate office and they said they wouldn't override the store manager. The sad part is the girl who helped us originally, offered to install it if it would make us happy, which we said "it would", but she was told not to by the manager on duty.
We were very good, loyal customers before this, but now we see that they no longer care about their customers. They just need their $'s. I have since spent 5 total minutes installing "Office" on the laptop, but it should have been done at the store like promised.
BOYNTON BEACH, FLORIDA -- Purchased an extended warranty on a laptop. Told it was a 5 year warranty for $99 and it covered hardware and computer operating system. Told the notation on my receipt, "I year/5 adh" across from the $99 charge showed I had a 5 year warranty.
One year later I had a lockout problem with my system. Told warranty was only for one year and for hardware only. Told I should have read the warranty agreement I signed that was on their monitor at time of purchase. When I asked for a manager I was told no store manager was on duty so I called Best Buy customer service. They were of no help.
Asked for a supervisor. Again not help. Asked to speak to the next level and told that "for security reasons" I couldn't have that information and if I had a complaint I had to send it in writing via US Post (REALLY!!! An electronics store requires snail mail!!).
I had this conversation at their customer service area in store. A guy comes up to me and says I can't argue with their customer service in the store. Said he was the manager. Lies, deceit and cowardness from day one. Will never shop there again. Looks like hhGregg gets my business from now on.
MIRA MESA, CALIFORNIA -- I bought an All In One ASUS PC from Best Buy Mira Mesa store and picked it up from the Mission Valley store as Mira Mesa store did not have it in stock. The PC configuration was for 1TB HDD. When I opened the box, there was only one partition with 500 GB. I went back to Mira Mesa store and they refused to help me. The lady told me that "IT IS THE BEST BUY POLICY." I have to go back to Mission Valley.
I went to Mission Valley and got the replacement which again had the same issue. I called up the Mission Valley store and checked with them if I could go to the Mira Mesa store. The person there told me "Yes as per 'BEST BUY POLICY' they should help me as the PC has everything as mentioned on the box." I called Mira Mesa store and when I explained the whole thing, the lady named "Kori" (not sure the spelling is correct) told me she will call the supervisor and put me on hold never to come back. I would think 100 time before I buy anything from Best Buy again. The worst customer service.
LYNNWOOD, WASHINGTON -- Let me start off by saying I truly do not leave reviews, ever. After my last experience with Best Buy, I want to at least notify people of the supposed "Best Buy". I purchased my first laptop this last Saturday, an Asus. I did not know too much about laptops in general, so I went through Best Buys' reviews a few days before that. I finally came in, and was helped by a very nice Samsung representative. Surprisingly, he answered all my questions about the Asus and complimented it and told me about his knowledge. It was interesting because not one of the salespeople came and offered any help.
After about an hour debating whether or not I want to spend $550 on this laptop, I decided to go ahead and buy it. Of course, then the salespeople are right there to help. Now I know they don't make commission, but I was disappointed as to feel noticed only when I would make a purchase. Not a biggie, as I went ahead and made my purchase, they convinced me I needed Geek Squad. I don't know how that service is, but I went ahead and did it knowing I am sometimes accident prone. Good program to have.
Then they started talking about paying for a service where they reboot my computer, install all the anti-virus and provide me with Windows Office so I would not have to go out and purchase it for $150. This service was $100, sounded like a great deal considering the Windows Office was $150. They made it "clear" to me that if I was to do all of these things, it would take me on about 9 hours to complete, would pay a lot extra out of my pocket, and I had only one chance to get it right or I would completely be out of luck and have to repurchase it all. This did not sound too appealing to me, so I went ahead and paid them an extra $100 to go ahead and do this.
Sounded great to me, although my bill came out to over $1000 from a $500 laptop. So they send me over to GeekSquad, assuring me that they would install everything for me. Well... the actual service ended up being about five minutes. I left, and yesterday I go to log-on to my Windows Office, only come to find that I received a Trial Offer of 60 days... To make matters worst, my anti-virus pops up to tell me it is out of date. Quite shocking and disappointing, I thought I paid them $100 to handle this all for me? So I call Lynnwood Best Buy Management, and I receive **. I told her my issue, and how I felt completely taken advantage of.
I am a college student after all, and $100 of NOTHING is a lot for me. So what ** told me was, I would need to purchase Microsoft Office for $150 and repurchase my anti-virus. I told her how I was told none of this and was told by the sales associates that this came included to me for the charge of $100. She told me there was nothing she can do. I asked her what the charge of $100 was for then, and what she told me was labor. They charged me labor for $100, FIVE minutes of labor.
I told her if there was any way she can at least take that charge off since I am going to have to go back and purchase the Microsoft Office and Anti-Virus. She said "No", that I need to be charged $100 because Geek Squad took the time out of their day to go ahead and do the service. Let me remind you... this was 5 minutes of service that I got some type of Trial Offer and an out-of-date Virus protection. I told ** I was quite surprised she showed no care, and was getting annoyed with me.
After 15 minutes on the phone, she told me "I have been on the phone with you for 15 minutes and you are not getting the answer you want, so I am going to end this conversation." and hung up on me. I was extremely hurt to know that I am out $100 dollars for the service will have to pay $200+ for Microsoft Office and Virus protection, and on top of that, **, manager of Best Buy hung up on me. Very disappointing, since my family and I had made purchases from Best Buy always. I will not be going back because their Install Service is a complete rip off, and I am out money because of their carelessness. Horrible service from a place I have spent so much money at.
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.
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.
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.