Best Buy Complaint - Disappointed - Laptop Purchase
LYNNWOOD, WASHINGTON -- Let me start off by saying I truly do not leave reviews, ever. After my last experience with Best Buy, I want to at least notify people of the supposed "Best Buy". I purchased my first laptop this last Saturday, a Asus. I did not know too much about laptops in general, so I went through Best Buys' reviews a few days before that. I finally came in, and was helped by a very nice Samsung representative. Suprisingly, he answered all my questions about the Asus and complimented it and told me about his knowledge. It was interesting because not one of the salespeople came and offered any help. After about a hour debating whether or not I want to spend $550 on this laptop, I decided to go ahead and buy it. Of coarse, then the salespeople are right there to help. Now I know they don't make commission, but I was disappointed as to feel noticed only when I would make a purchase. Not a biggie, as I went ahead and made my purchase, they convinced me I needed GeekSquad. I don't know how that service is, but I went ahead and did it knowing I am sometimes accident prone. Good program to have. Then they started talking about paying for a service where they re-boot my computer, install all the anti-virus and provide me with Windows Office so I would not have to go out and purchase it for $150. This service was $100, sounded like a great deal considering the Windows Office was $150. They made it "clear" to me that if I was to do all of these things, it would take me on about 9 hours to complete, would pay a lot extra out of my pocket, and I had only one chance to get it right or I would completely be out of luck and have to repurchase it all. This did not sound too appealing to me, so I went ahead and paid them an extra $100 to go ahead and do this. Sounded great to me, although my bill came out to over $1000 from a $500 laptop. So they send me over to GeekSquad, assuring me that they would install everything for me. Well... the actual service ended up being about five minutes. I left, and yesterday I go to log-on to my Windows Office, only come to find that I received a Trial Offer of 60 days... to make matters worst, my anti-virus pops up to tell me it is out of date. Quite shocking and disappointing, I thought I paid them $100 to handle this all for me? So I call Lynnwood Best Buy Management, and I receive Lauren. I told her my issue, and how I felt completely taken advantage of. I am a college student after all, and $100 of NOTHING is a lot for me. So what Lauren told me was, I would need to purchase Microsoft Office for $150 and re-purchase my anti-virus. I told her how I was told none of this and was told by the sales associates that this came included to me for the charge of $100. She told me there was nothing she can do. I asked her what the charge of $100 was for then, and what she told me was labor. They charged me labor for $100, FIVE minutes of labor. I told her if there was any way she can at least take that charge off since I am going to have to go back and purchase the Microsoft Office and Anti-Virus. She said No, that I need to be charged $100 because GeekSquad took the time out of their day to go ahead and do the service. Let me remind you... this was 5 minutes of service that I got some type of Trial Offer and a out-of-date Virus protection. I told Lauren I was quite surprised she showed no care, and was getting annoyed with me. After 15 minutes on the phone, she told me "I have been on the phone with you for 15 minutes and you are not getting the answer you want, so I am going to end this conversation" and hung up on me. I was extremely hurt to know that I am out $100 dollars for the service will have to pay $200+ for Microsoft Office and Virus protection, and on top of that, Lauren, manager of Best Buy hung up on me. Very disappointing, since my family and I had made purchases from Best Buy always. I will not be going back because their Install Service is a complete rip off, and I am out money because of their carelesness. Horrible service from a place I have spent so much money at.