Best Buy Complaint - Customer Service Or Lack Thereof
HAMILTON, OHIO -- On 8/2/08, my daughter dropped off her computer for extended warranty repair which we purchased when we purchased the computer. She was told that it would have to be sent to the repair center and would take 2 weeks for it to be returned. She asked if the data on the hard drive would be lost and they informed her that they could not guarantee it but they could back it for $100. She borrowed the money to have the data backed up and was told it would take 24 hours for it to be ready. It took 6 days for the data to be ready to be picked after my daughter checked on it several times.
When she inquired why it took so long, they would not/could not give her an answer. Since it took 6 days to back up the data, which meant it wasn’t sent off to the repair center for 6 days. On 8/15/08, I went with my daughter to check on the status of the computer. We asked the customer service rep if her computer was ready, he told us no. We asked when it would be ready, he said he did not know and could not tell us. I asked to talk to a manager at that point, 10:15AM, and was told none was available, that they were in a meeting. I left my cell phone number with the customer service rep and asked him to have the manager call me. The manager never did call me. I called the store that night and asked to speak with a store manager and was told that there was no store manager present at this time, approximately 7PM.
I asked to speak to any manager present. When a manager answered the phone, I explained to him everything that had happened and the poor service my daughter had received and expressed my anger. He put a geek squad member on the phone to tell me the computer was fixed and ready to ship back to the store. He then hung up the phone. I called back to the store and requested to speak to the manager again, I told him I wanted my daughter’s money refunded for the poor service she received. I was told by the manager that he would not refund her money and that I could talk to a store manager, which magically appeared at the store. He told me the same thing and told me it only took 3 days to download her data. My daughter received her computer on 8/20/08 with scratches all over the cover of the computer. She was so happy to get her computer back and get out of Best Buy; she left without even complaining about it, which would not do her any good anyway!
I have spent well over $6,000 at this store in the past 2 years. If this is what Best Buy considers customer service, I have spent the last penny in any Best Buy store.
This is one of the worst examples of customer care and customer service I have ever witnessed.