Best Buy Complaint - Service and Responsibility (Lack Of)
CEDAR PARK, TEXAS -- BEST BUY COMPANY INC
11066 PECAN PK BLVD #301
CEDAR PARK, TX United States 78613
Complaint #: 1212730
Complaint Type: General Complaint
Date Received: 9/16/2003
Primary Complaint Classification: Service Issues
Secondary Complaint Classification: Repair Issues
On Sept.13 at approximately 1130am,I entered Best buy store #178 to return a defected DVD Burner(purchased Sept.6)for an even exchange. I was directed to the computers and warranty sections.At that time I spoke with the employee(David)and explained the situation. David advised me that to take the DVD Burner out the CPU would be no charge and to put the new one in would be $49.95. So I informed David to just un-install the DVD Burner and I would get the new one installed later, so within 5min David had the defected DVD Burner out and the CPU back together. David informed me to go get the new DVD Burner for exchange at the customer service area and I could pick up my CPU (on his desk)when I'm done. So after I exchanged the defected burner out for a different one, I notice the CPU had been moved,that's when I saw another employee(Keith) working on it, had all sorts of wires hook up to it. I then asked Keith what was he doing and he replied "Is this yours,and with a smile he said it was about to be gone". Keith thought the CPU belonged to another customer. Keith then told me give me a second to restore everything and after 30min it was just like he said gone,dead,black-screen.So Keith asked David to have a look at it because it was time for him to clock out. After approximately an hour trying to restore it David proceeded to tell me "You must have damaged it on your way here" and I replied "This is the same one you worked on about 2hrs ago it was working and you knew it was working,Keith even admitted it was working normally.. So I asked for the Supervisor of their department whom refused to see me because he was quitting in 2 days. A hour passed before Asst. manager Joseph Francis showed up and without any question he was stating his employees did nothing wrong. He then asked David what could be done and David replied "Nothing can be done the hard drive is damaged".. So I asked for the General/Store manager who refused to see me because he was in the back watching a UT football game. After 30 min passed I approached Mr. Francis at a different section of the store where he apologized and stated" you were right it was a mix up between my employees and Keith grabbed it by mistake". So I asked Mr. Francis what was the time frame that I could get it back and he replied approximately 2 days. Then I asked Mr. Francis what about my home office work, the Internet service I'm paying for and don't have my computer and my wife school work, and he replied "We will install all software you had, and I will give you a huge discount on the new DVD Burner and whatever else you purchase from here because we are at fault". End of day 1. On 9-14-03 I returned to checked the status and it had'not been touch and I was also told that I was going to have to call Hewlett Packard to get a restore disc because it would cost Best buy $18 and me only around $7. Me being insulted by that asked to see a manager 1. Manager of the section refused because he had only 1 day left and he was going to lunch with spouse. 2. Mr.Francis refused to see me, reason I don't know. So After about 2 hours waiting for a manager Keith was left to try and sort out the ordeal. I was told what started out to be 2 days all depended on when (I) ordered the restore disc. So I asked for a loaner CPU and they replied you can purchase a new 1 and return it. Being feed up I agreed to purchase one so they brought an open box CPU (supposedly restored) one up trying to charge me the price of an in-box one. Once they hooked it up it was just like mines dead,gone,black screen. So they ask do you want another and I replied is it in the box and they said no we don't want to mess up our inventory. So I said forget it I'm not waiting another hour to get another open box defected computer. I advised Keith I would be in to speak with Mr. McCoy 1st thing Monday Morning. I don't whether it was race,color,creed, personality,me being not animated enough managers refused to see me. I noticed them being with other customers but out of respect I didn't interrupt.
On Sept 15 I entered best buy store #178 ,I asked for store manager Mr. Matt McCoy and I was told he doesn't work on Monday,so after 3 days all I got from Mr. McCoy.
1. Sept. 13 told he was not there but later found out he refused to see me due to the fact he was in the back watching a football game.
2. Sept. 14 told he wasn't there.
3. Sept 15. he's actually off till Thursday.
So I asked to speak to some in charge after Mr. McCoy and immediately Mr. Steve Hostmeire appeared and I briefed him on what happened and he informed me the only thing he could do is sell me an open box CPU (which was still ludicrous being that they were at fault) and he guaranteed it would work. So tired of losing out financially by not having my CPU in my home office I purchased due to the fact the restore disc I had to order for $10 dollars to save best buy money takes 5 days to get here. They are also not sure the restore disc is going to work. So I appreciate Mr. Hostmeire professionalism in doing all he could do till I spoke to Mr. McCoy. Once I got the open box CPU home it didn't work because the rear internal ethernet card was defected but I was to feed up to return it, rather just wait till my restore disc get here. So I ended up calling in a tech from my ISP and payed him $40.00 to install it using the USB. So now its just a waiting period.
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