Best Buy Complaint - Copy of the letter I have sent to BestBuy
NEW YORK, NEW YORK -- I would imagine no one at Best Buy will respond to this being they most likely do not care.
To whom it may concern-
Recently my partner and I made a large purchase at your 23rd street (Chelsea location) in Manhattan. Part of the purchase was a hard drive, the Western Digital World Book Terabyte to be specific.
The hard drive has a slot for a usb cable, which we guessed was a usb to usb cable.
But we weren't sure. So after dinner tonight we decided that we should pop in the store and ask, being you guys are the "experts" and all.
When we got downstairs there were 3 associates all of which were more interested in watching a Uoutube video on a computer rather than helping us.
When I asked an associate to help, he said to hang on a minute, when the video was done he'd get to us.
When he was finished watching his video (which he decided he wanted to rewind and watch again, I guess hoping that we would disappear) we asked him about the product. The associate pointed and said I think it's in aisle 3. And continued to chat with his fellow associates.
We got to aisle 3 and there was nothing of the sort.
So we went to the hard drive aisle. Where there was an associate that made several guesses as to what the cable may be(Not even looking at the box mind you). Now there was an open box of the same hardrive on the shelf, no wrapper on it. So we asked the associate to open the box quickly and peek at the manual, which he refused to do.
He then took us to the geek squad counter where once again , Joel (the apparent Store Manager. ) made several more guesses as to what the wire might be.
We asked again, if we could just open the box and look at the manual , that most likely the manual would explain what wire it was.
Joel once again made up several guesses as to what the wire was and excuses as to why he could not just open the box. At which point he said and I quote "Listen buddy if you don't like our customer service you can walk. See if I care." I asked Joel for a way to contact your district manager for NYC (being I used to work in retail , I know that problems like this don't get resolved unless you go high up on the chain) Joel scribbled a phone number on a piece of paper which I handed back to him and told him to write his name on. At which point he threw the paper down at the counter, scribbled Joel on it illegibly pick it up and dropped it in front of me.
I asked him to read me the scribble and tell me his name and he rudely said aloud Joel and proceeded back into your Geek Squad area. I asked for a manager at that point and Joel said that he indeed "Was the Store Manager". Lies.
We then did leave.
As we exited I saw another associate, Alex. Whom I asked if I could speak to the General Manager. HE ALSO SAID HE WAS THE GM. So I stated my dilemma to Alex as well.
Alex response was very much like that of Joel's downstairs , that "If you don't like our service shop elsewhere."
I have made this complaint known to your customer relations department and I will be forwarding it any email listed on this site. Eventually someone will be able to get in touch with me and provide a solution to your terrible service and rudeness of your associates.
Your call center not only could not offer any help and said maybe I'd get a phone call back from you. ( This after the operator on duty at 9pm disconnected me 3 times.)
I am forwarding this email to "Help me Howard", Consumer Reports, and will be writing an article in the publication I occasionally write for describing my situation to all of the city as well.
On that note-
I look forward to talking to someone whom actually knows what they are doing and isn't wasting Best Buy's time.
Being the Director of Sales and Marketing for a large firm, I know that this kind of service and employee behavior is unacceptable in my company and I hope that goes for yours as well.
Please feel free to contact me at my office line.
Drew G. Montalvo