Best Buy - Worst Customer Service Ever
Mobile Phone Dept - Compliment
CHANLDER, ARIZONA -- Best Buys/Geek Squad 5 Point Pledge #4: Do what it takes to make it right
Boy has Best Buy failed this miserably.
1/30 – Take my Galaxy Note 2 in for repair (GPS doesn’t work at all, everything else is fine). Worked at Best Buy in Chandler, Az, was told and I quote “Normally these phones come back within 48 hours, but the policy is 3-5 days”. I made it very clear this is used for my job and that 5 days is the max I can wait as that would fall on a Sunday/Monday and I could use my phone again for my job.
1/31 – I called Best Buy to check on the status of my phone, the lady said “nothing yet”.
2/1 – I called Best Buy to check on the status of my phone, Same lady answered and said “sorry still not in”.
2/2 – I called Best Buy to check on the status of my phone, same lady yet again and the answer ‘sorry still not here, this could take up to 5 days’. I explain that It’s for work and I’m just making sure it comes in on time as promised.
2/3 – I called Best Buy to check on the status of my phone, same lady again and she already checked for me and told me it’s still not in.
2/4 – I called Best Buy to check on the status of my phone, someone transferred me to the Mobile Dept. The guy takes my phone number down, and tells me he is checking the status now. He said that it still isn’t in and how long has it been. I say “this is day 5 and I was promised my phone back”. The Best Buy representative tells me, in a very rude voice “you are just going to have to wait as it’s not in yet and we have no control over this”. I hang up out of frustration.
2/5 – I called Best Buy, Again, to check on the status of my phone. Today they tell me “I’m sorry it’s on back order, anywhere up to 2-3 weeks for that to come in”
I’ve called every day for 6 days and on day 6 all the sudden my phone has a 2-3 week delay now!
I spoke to the Manager, Dominic at Chandler Best Buy. He tells me there is nothing the store can do as they don’t have the power to make the call on a replacement phone. I work with Dominic for about 1hr and get nothing but “call Geek Squad as the can make the decision”.
I call the Geek Squad, 35 minutes of being transferred around and telling my story to 4 different people I finally get a Manger who says they can help me. They put me on old and tell me ‘we are trying to find you a loaner phone now”.. I explain that I have a loaner phone (HTC Desire 4g) and its not powerful enough for my business needs. I spend 1 ½ hours on the phone with Geek Squad for them to tell me the following:
1. They do not see any backorders in their system (yet the local Best Buy says they see a 2-3 week back order)
2. They do not have the power to ship me a new phone ASAP and that’s done by the store.
3. They are unsure to why Dominic at Best Buy had ME call them, he should of called them.
4. They gave Dominic instructions on how to get me a new phone through ‘The Bridge’ with-in 24hours.
5. I was instructed to work with Dominic at Best Buy.
I call Dominic while having Geek Squad on the other phone, they both agree I need to work with Dominic as he will be contacting the bridge for me to get me a phone with-in 24 hours. Dominic hangs up with me and calls me back after talking to the Bridge. He tells me “5days for them to respond to this escalation”. 5 days!!!!!!
I ask to speak to a store manager, he’s out at lunch.
It’s not 7:30pm, I’ve been on the phone since 4:30pm trying to get a straight answer from Best Buy to find out when my phone will be as now my job is affected due to this.
I talk to the store manager, Bob, and he tells me if I don’t get a replacement phone in 5 MORE days that he will write one off in store for me. This is nice and all however I was promised 5 days to begin with, I made it very clear this is a work phone and my job depends on it, and still nothing. Bob was absolutely useless and wasted more of my time. He gave me the Regional Mangers number [snip] Gonzalez which I called, left a VM and never heard anything back. I have a feeling this is the wrong number as it’s a girls voicemail but I left a message anyways.
The thing I find comical about this is after my 3 hours of fighting with Best buy I get an email from Geek squad saying my phone was ready to ship out. Did I really have to spend 3 hours fighting with Best buy when you promise “Do what it takes to make it right”?? I still don't have a phone and now I'm forced to buy one at full price due to Best Buy's horrible customer service.
I'm done with Best Buy as a company and will never shop there again or use their online store either. The customer service is horrible and I know understand why this company is on the verge of going under.