Best Buy Complaint - Stuck With a Broken Laptop
My sister in law waited in line for 20 hours for a laptop for me during black Friday. She gave it to me and it crashed within 5 minutes of me having it open. The laptop I purchased was only made for Black Friday so Best Buy doesn't carry it in their stores. Since then I have spent over 30 hours trying to get it fixed. Best Buy customer service is terrible. You call their customer service number and you have to wait on hold for 5 minutes before being transferred to an operator who will then transfer you to someone else. On several of my calls the operator would transfer me to the department of their choice while I was still mid-sentence trying to explain my situation. I then have to wait for 15 minutes to be transferred to the the department they chose. About 50% of the time they would transfer me to the wrong department so I am transferred again and have to wait another 15 minutes. (We are up to about 40 minutes at this point and I still haven't been helped.) I have literally talked to probably 50 people total through this whole ordeal and there has only been one guy with Best Buy's 1-800 number that was able to help me. Of course I can't get back in touch with him b/c they don't have extensions. So far, I have spent over a month trying to get my laptop fixed. It has been serviced at two branch locations as well as the "official service location" for the area and nobody can fix it. They told me it has viruses and spyware and that is why its shutting down. Thats funny, b/c it began randomly shutting down before I ever got on the internet. So, if it was shutting down before there were any viruses/spyware the problem must be something other than those, right? Thats seems logical to me. I spoke with the store manager at the Grapevine location and he ever so kindly offered to waive the restocking fee and give me my money back for the laptop. Gee thanks, you are so kind. So you're idea of customer service is: my sister in law wasting 20 hours of her time, me wasting 30 hours of my time plus gas and wear and tear on my vehicle, and my father in law wasting 3 hours of his time all to be back at square one as if the laptop had never been purchased. The manager of the Grapevine store literally told me "I won't switch your laptop out with a comparable one because that would just be a bad busines decision on my part. I would lose money." and I responded by saying "So you care more about a smart business decision (saving $200) on your part than customer service and doing whats right?". He responded by saying something like "Well, I wouldn't say it like that". Heaven forbid that Best Buy take a $200 hit to take care of me by giving me the next comparable laptop. Oh wait, it gets better. Not only will they not replace it but I didn't buy a service plan so they are wanting to charge me $114 to fix it. So, you sell me a defective product and then want to charge me to fix it. That makes sense. At this point I am very tempted to just light the laptop on fire. I think that would result in better progress than dealing with Best Buy customer service. NOTE TO PEOPLE BUYING LAPTOPS FROM BEST BUY: ______Don't!!!!_____ They won't take care of you if something goes wrong!!!!