Best Buy Compliment - Pleasant surprise - DVD/VCR deck
MESA, ARIZONA -- When an elderly couple I know had problems playing tapes on a DVD/VCR deck they bought at BB, I offered to help them troubleshoot the problem. The video images were horribly "snowy" from video noise on any tape they tried, After extensive experimentation, we concluded the problem was in the video heads. This was 4 months since the purchase on a unit with a 3 month warranty. I accompanied them to the store (@ Superstition Springs Mall, E. Mesa, AZ) they bought the unit from and got into line at the Geek Squad service counter. A tech diagnosed the problem as dirty heads - had a head cleaner ever been run thru the machine? he asked. It hadn't but one was available. He then carried the deck up to the front of the store into the Customer Service area and proceded to take the cover off the unit & clean the heads himself, then he tested the unit with a store tape to show us it now worked OK. Wonderful, we thought.
Took the machine home & reinstalled it. A couple pre-recorded tapes played just as badly as before we took it in.
Back to the store the next day. Wound up with the same tech (he remembered us even with all the people he must've dealt with). This time we brought along one of the tapes that was playing so badly. He again met us up at the CS counter where he repeated the cover removal & head cleaning, But when he inserted the customer's tape the video "snow" was evident. When he played the store tape the picture looked fine. He concluded the new TAPE was bad. We told him every tape we try to play looks like the "snowy" one. He tried playing with the mechanism, but was baffled, so, to our amazement, he offered to exchange the bad deck for a replacement one. We grabbed a sealed carton of the same model, they processed an even-exchange transaction, & we were on our way. I never expected that kind of response after all the horror stories I've read on Best Buy's service. By the way, when the replacement deck was reinstalled, it played any tape beautifully, including the new one that was taken to the store to do the testing. The heads really had gone bad in the problem unit.