Best Buy Informative - Some Help For Shopping At Best Buy
First off I'd like to apologize for my bad grammar spelling and lack of punctuation. I don’t want you all to think I'm unintelligent or anything of the like I'm just choosing not to spell check myself. Any way I work at Best Buy as a customer service rep and sales I have been reading the complaints and reviews on this site for the past few days. Now while my employment began only a year ago I'd like to address some of the complaints you have and hopefully clear the air. First id like you all to know that I do not consider anyone’s complaint or concern invalid also I realize that this post in no way going to make up for your frustration or monetary losses. With that said allow me to provide you with the following information. 1St I would like to address return policy. I’ve been working in retail along time and shopping in retail even longer. No a return policy is not set in stone and yes exceptions can be made on occasion however the policy exists to prevent fraud and to help keep our prices low. When a store returns something 1 of 2 things happen it is either sent back to the manufacturer or resold.
As far as Best Buy is concerned reselling it costs us anywhere from 10 to 50 % of our profit depending on the item or if we send it to the manufacture we are either refunded our purchase price or nothing at all. We receive nothing if a product is returned defective and truly is not. When exceptions are made to this return policy whatever it may be. An out of date return or a no receipt return or what have you the company takes a hit and if we take so many hits then we have to raise prices. Now I understand that when a store will not make an exception in your case you feel upset mad pissed and what have you but the policy is there and the truth is most stores are going to stick buy it. I know some stores have different return times such as 90 or thirty days and some stores have restocking policies and some stores don’t but the fact is most retailers are not going to make exceptions. The exception is Wal-mart. Wal-mart will pretty much return anything receipt or not if you make a big enough stink but Best Buy is not Wal-mart. I have read allot of Best Buy doesn’t stand behind its product, we do that’s why we have a return policy if something is wrong with your product you have a month to bring it back to a store for a refund or exchange now that said there are always exceptions. The exceptions everyone here complains about are the 14 day return on some items and the restocking fee.
Now the 14 day return and restocking fee are on items that the return policy is typically abused on. Cameras I've seen it where someone will by a camera use it for a special event and return the camera a few days later the restocking fee and 14 day return is to try and prevent that. And I know your probably saying well mr. Best buy employee why do I have to suffer I would never abuse the return policy and the answer is simple everyone suffers because of the few ignorant people out there. I mean you don’t go to a cop and say I shouldn’t need a license to carry a gun I'm never going to murder anyone. It’s the same situation there are a handful of jerks who have done this witch has caused us to put the rules into effect. Now I know there are other situations where you don’t believe a restocking fee should be charged. One is I just opened the box to see what it looked like. Well my answer to this is that no matter why you opened the box it was still opened and we still have to sell it as an open camera why should we lose money because you don’t like a camera I mean isn’t that why websites like this exist so you can find out about something before hand and Best Buy and other retailers have cameras on display so you can see how they work and what not.
I have also seen managers make plenty of exceptions to the return policy most of the time we wave the restocking fee if you are getting another camera or laptop also there is no restocking fee if the item is unopened I don’t know what there policy’s where 2 years ago but I can tell you that’s how it has been the entire year I've been working there if you get a gift and you know it’s from Best Buy don open it and then return it but don’t be upset when you bring back an open camera and find out there’s a restocking fee I don’t know how other Best Buys do it but at ours we have 15% restocking fee stickers on ever camera we sell. As far as not standing by our products that’s why we offer our service plans and I can hear the simultaneous groans as you all read this. But listen some things like CD players and video game machines are replacements and others such as 80 GB iPods, cameras and laptops are service. How they are supposed to work and what the sales person is supposed to tell you is that if you get a replacement plan you are supposed to go through the 800 number to receive a replacement if you come to the store the only thing we are allowed to do is get you the same thing allot of the times if you go through the 800 number you get a gift card for the value that you paid. For example if you where to buy a 360 pro about a year ago you would have paid 400 and gotten no games now its 350 and 2 games.
So say you buy the 400 dollar system from Best Buy and you buy the 2 year replacement plan. A year goes by system craps out on you come back to the store the new price is in place and the new system bundle is out this is now a different product at store level if we had the 400 dollar no game one then we could do the exchange for you if not then you go through the 800 number. However this is a benefit to you because now they will send you a 400 dollar plus tax gift card because we don’t carry the other version of the pro anymore you come get the new pro and now have 50 extra dollars to buy what you would like and that’s how it’s supposed to go a replacement plan entitles you to that same item if that same item is not in stock you receive a gift card for the amount paid plus tax less the replacement plan price. Now the replacement plan does not cover physical damage this means pretty much any damage to the product period. If you buy an iPod and the screen cracks that is considered damage however if you buy an iPod and the wheel stops responding or the battery goes out and won't charge that is valid to give you a replacement.
The reason being physical damage is not our fault its yours you could take the most perfect care of something then for whatever reason the screen cracks or a hinge breaks off or whatever but there is no manufacturers defect that will cause physical damage. The replacement plan is there in case something that can happen along the lines of normal usage happens outside of the return period or manufactures warranty most manufactures warranty will cover parts and labor from anywhere from 90 days to a year sometimes parts or labor are covered longer than the other however if you drop a camera and the screen cracks. Cannon, Nikon, Kodak aren’t going to give you a replacement for free they will charge you for the screen we offer our replacement and service plans so you don’t have to deal with the manufacture.
Now while the replacement plans offer a more rapid solution the service plans are different a service plan will provide coverage on a product for anywhere between 2 and 4 years and some items have the option of ADH or accidental damage from handling which will cover the screen or any other type of physical damage the one item that seems to be complained about most on this site are laptops. Laptops and computers in general are very in-depth when it comes to things like warranties and what not on the first level there’s our return policy which is 14 days, restocking fee if opened and is not defective, past that you have the manufactures warranty witch is 1 year parts and labor which is pretty standard across the board then one more step above that is our service plan witch ill go into detail a little later.
Now after the 14 days our obligation to you is over by law we do not have to do anything for you the return policy is stated on the back of every receipt and posted on a giant billboard in every store now I can understand problems happen delays happen stuff happens and if you are maybe a few days out of return policy and you politely ask to speak to a manager because like it or not the person you speak to first is most likely on the bottom of the totem pole then politely explain your situation and it’s a valid reason they will most likely make an exception any more than a month out and the probably won’t but the excuses I forgot I didn’t have time I live far away are not very good there is no job where you work 7 days a week which means that within that 14 day return policy you had at least 2 opportunity to return to the store like I said stuff happens most managers get that and if your civil and polite and calm most won’t mind about being a few days late but at this point you must realize we are now making an exception which is something I see customers taking for granted allot legally one day past return policy we can turn you away and not help you one bit and you as harsh as it sounds can’t do a thing about it when we make an exception we are going above what we have to accommodate you and you should be grateful that we are doing so a store credit on items outside return policy is a pretty good offer an exchange for something big outside return policy is a good offer a store credit for something without a recite is a damn good deal.
As far as laptops are concerned once open unless something is wrong then expect to pay that 15% also any physical alterations not made by an authorized service center automatically voids your manufactures warranty I don’t care how much you know computers if you remove the bottom panel to instill more ram you’ve just voided your warranty.
Toshiba, Sony, Acer/Gateway all of them are looking to save as much money as possible and fixing a laptop you may have broke is not in there companies best interest. Like the guy who rearranged his keys that is not allowed technically nobody had to do any work on your laptop at all. If you do decide to get our service plan then I'm sorry but it has to be sent out desktops can be fixed in stores but laptops for the first year at least have to be sent to service for repair and this may take a while if you need a new battery then we have to order it from the manufacture which takes time if you need a keyboard replaced we have to order it the major parts for laptops almost always have to be ordered and all we ask is for you to be patient now to everyone who has been told they were going to get a phone call and have not I apologize that is completely that stores fault and no one else’s I feel after reading most of these complaints you may have felt better if you got the calls you where supposed to get and for this I make no excuses a service plan will repair any hardware problem i.E. Hard drive failure mother board blow out and the like they do not cover physical damage or software issues if you change a setting that messes up your computer or if you download a virus that was your mistake not ours so all I ask is for patience if you purchase our plans most turnaround time is 2 weeks sometimes it takes longer depending on the problem.
If you don’t purchase our service plan then after 14 days you must deal with the manufacturer how ever we can help we will handle the shipping charges we will tell them what’s wrong we will deal with them for you but once we decide what’s wrong based on what you tell us and what we can see we send it out from there it is the manufacture who we are waiting on we act as the middle men in these cases you don’t have to go through us but then you have to deal with them and deal with the shipping and receiving and other hassles and we cannot give you updates unless they give us updates when we receive the laptop back from them we call you or are supposed to call you. On TVs anything over 26 inches is supposed to be in home repair otherwise you bring it in again I apologize for people who did not contact you in a timely matter as far as repairs not being done I apologize for that as well I have no excuse for them I've seen similar things happen at my Best Buy but I've also seen my manager make it right whether it be lowering price of a new TV or whatever.
When you send something to service and it is approved for an exchange or junk out or whatever term the store uses this entitles you to a replacement comparable to the original but not to exceed the original price if you want a different product for example you bought a dip and now want an LCD you must pay the difference its just crazy for you to think we are going to give you stuff for free just because you bought or service plan. Now as far as the other types of returns we see. For one there’s the out of date which I already discussed 2 there’s the no receipt this was my first holiday season with Best Buy and my store is being pretty lenient as long as an item is under 50 bucks and sealed without a except we will give you store credit the reason for not allowing no rapt returns at all witch is how it is normally is because of theft if we allowed no receipt returns anyone could steal then walk out walk back in and return that item and we’d be out the money we have several systems in place to keep track of receipts we can always look up a receipt if it was bought with a credit card also we offer reward zone which will link any purchase you make to your phone number witch again will allow us to look it up the reward zone is also now free where as it used to be 9.99 Also if you have a specific day and can remember what register you where rang out on we may be able to find the receipt but we need proof of purchase to do a return it’s that simple allot of places have the same requirements also when we do let you do a no receipt return do not complain about the amount if you paid a different amount and expect that back then hold onto your receipts a no receipt return will issue you a credit in the amount of that items lowest price in the last 30 days there is no override to this no manager on any level can override this there is no option in the computer to do so and it will always be store credit we will never issue cash for a no receipt return.
The third type of return is the no packaging return the return policy states we need all original packaging and materials to do a return we sold it to you with a box you need to return the box I know those plastic cases are a pain in the butt to open but all you need is scissors or a box knife and then they open very easily if you cut around the product you get a nice cut. If you want to exchange a product for the same thing it’s very easy to swap them out with us keeping the new box in the place of the one you threw out again if we sold it to you it needs to come back. I read complaints about people not receiving manuals and other stuff.
But this is from people not returning them and then getting upset when we won’t do the return. Now the other complaints are about bad customer service not making exceptions is one thing but there is no reason any manager sales associate or customer service rep should ever talk down to you or rudely and I sincerely apologize for that. Open CD's movies and video games may only be exchanged for the same thing unfortunately because of pirates and bootleggers we have been forced to stop allowing returns on these items if you buy a CD and open it you may get another copy of that CD if we do not have any more we may issue you a refund or store credit my only advice here is make sure the computer software your buying will run on your computer make sure the DVD you are buying is correct and in the right format i.E. HD, Blu-ray widescreen full screen and what have you and parents the letter on the front and back of the game your buying will tell you what kind of content is in there if you don’t read the warnings and buy your 12 year old grand theft auto do not get mad at me that he heard the word f**k.
As far as Best Buy running scams and again I only began my employment about a year ago there is no training or anything like that that teaches us how to "scam you" or "rip you off" stuff happens sometimes it’s our fault sometimes managers are retarded and I again apologize if you get a stupid associate or manager but a handful of employees at random stores should not constitute hatred for a whole company I mean there’s a Mcdonalds in my town that is constantly getting my order wrong but do I hate every Mcdonalds no. When a credit card or check is declined it is not Best Buys fault or decision if a decline happens call the bank find out why sometimes strange spending habits send up red flags in your bank like if you hardly write checks and one day write a bunch do not get mad if the clerk has to call for authorization the wait time again is not his or her fault the place we call to get the number we need is a third party it’s not owned by Best Buy.
Coupons have specific dates and items they work on please read the fine print I hate it when customers get mad at me because they can’t get 10% off because they didn’t read that the coupons don’t work on iPods. Nobody and I repeat nobody is on commission high pressure sales are not what the company as a whole wants yes like any business we want to make money we try to sell you what you need not push unneeded things onto you the exception to this is at the check out the cashiers will offer you replacement plans and magazines and credit cards it’s my belief that no means no ill ask once if the customer says no I leave it be the higher ups tell us "overcome the objection" they don’t listen when I tell them no isn’t an objection it’s an answer so I do apologize for these cashiers but I ask you please be patient with them I don’t know about other stores but he supervisor for my store yells at us when we don’t "overcome the objection" and after speaking with my fellow cashiers they hate asking as much as you hate hearing so again I ask please be patient with them.
Price matching is my next subject. When it comes to price matching we are supposed to match any price that any locale competitor has or are own website the "secret" website referred to in one of the posts is actually only supposed to be used to check out in store prices we are supposed to match the national websites prices unless the price is stated as online only furthermore we do not match online only stores such as ebay, Amazon, New egg or another store without a locale physical store. If we do match prices it must be within 30 days some TVs have 60 other items have 14 the item we are matching unless it’s from us must be in stock and must be the same.
We only match locale stores I read a post about Fry’s and us not matching them I don’t know about other states but here there’s only one fries and its over 50 miles away from our store which is not locale but I have seen us match them even though they are not to make a customer happy I've seen us return stuff without a receipt to make customers happy I've seen us rearrange our entire DVD section to make customers happy I've seen us give 300 dollars off to make customers happy I've seen restocking fees waved for certain situations I've seen returns on empty DVD cases happen where a customer bought a DVD it was empty and we gave them a new one you show me any other store that would believe a DVD case was empty when you bought it I have read allot of complaints that say I will never shop at Best Buy again or Best Buy doesn’t care about its customers I don’t believe this is true I can see how our unwillingness to budge could be seen as uncaring and I've also read allot of complaints that are valid and if I was in charge and dealing with them I would have handled it differently just remember that most managers can do even store managers is simply discount items or issue gift cards cash back is not really an option as corporate checks this kind of thing but like I said I've seen us knock 25 50 bucks off a laptop cause someone had to make an unnecessary trip to the store or gift cards issued because of our screw up the fact of the matter is we can’t make everyone happy it’s just not possible I hope this has helped even a little bit again I apologize for the behavior of other Best Buy employees being rude no matter the situation should never be tolerated if I was a manager I would write people up if I found out they were being rude I know I probably haven’t touched on all the problems people have with Best Buy but I'm willing to discuss them and would love to receive e-mails my e-mail address is horriblesanity@aim.Com I only ask a few things if you are going to e-mail me:
1. I am only a customer service rep in one store I'm at the very bottom of the totem poll I have to authority to make any decisions about anything I will listen to any complaint anyone has and I will tell you the truth that other people may not want to tell you but that is all
2. I will tell you the truth if you have a question about a policy if I do not know the answer I will ask my hire ups and find out for you
3.Please no spam or nonconstructive complaints such as Best Buy sucks or this store in this place sucks if you have a complaint I will review it and give you what I think is the best course of action that will get you the results you desire if possible.
4. Do not ask me how to beat the system I will not give away company secrets that allow you to rip us off
in closing I would just like to say I hope this helps even a few of you make a decision about shopping at Best Buy if I have missed anything just write me and I will let you know what the deal is
again my e-mail is horriblesanity@aim.Com