Best Buy Informative - Best Buy Store Manager with an attitude...
MILPITAS, CALIFORNIA -- This is the near nadir experience I had with Best Buy and has completely wiped off the good stading this store had with me until now.
Dear Best Buy Corporate Customer Service Manager,
March 22, 2005
This is to bring to your notice a particularly humiliating experience I faced today at the hands of one of your Store Managers at your store located at the McCarthy Ranch, Milpitas, CA. I felt so helpless and confused at "Bye it Now" or I am calling police stance taken by your store manager Mr Adam E., for so little apparent cause, that it is absolutely bewildering to me.
To put the facts, I reached your store around 8:00 PM March 22, 2005 to purchase a USB GPS locater (Delorme's Earthmate to be precise). After three rounds and several false starts, finally a kind sales associate of yours showed me where exactly it is stored in your store.
I found the GPS and its connecting cable comes packed in a sealed plastic case visible through a Paper Box. To better get a feel of the cable, I opened the paper box to look at the sealed platic case that it contains. I found the product promising and brought it to Mr Adam E. to find out about its return policy. When Mr Adam found the paper flap open, he got upset. He said that since the product is displayed in their software section and the paper cover has been opened it must now be purchased by me.
I was very surprised. Firstly it is very counter intuitive even to a lay man to treat a GPS receiver as a software product. Secondly what Mr Adam is calling as opened was just a very small piece of tape on the paper cover, and for all purposes, the product was still completely sealed inside its sturdy plastic case.
Even after I repeatedly pointed to Mr Adam about the fact, he adamantly kept insisting that I must purchase it or alternatively he has to call police. I felt as if I am being treated as a criminal for something that I could not even have been reasonably aware of. Finally after all, just to get over with it, when I elected for him to go ahead and call the police, Mr Store Manager made me stand there for five minutes. Interestingly as the time elapsed, Mr Store Manger then advised his own subordinates, not to call the police for such a small issue. May be, Sir, in the schemes of Mr Adam, this kind of customer treatment is really not a big thing to him, but to me it seems to be really very disconcerting and unreasonable by any stretch of imagination. Even more so was the refusal by Mr Adam to just give his business card so that at least I can take my grievance to a pertinent person.
I wonder, what was it that I should have done differently as a reasonable responsible shopper, who used to feel so comfortable before at the Best Buy Stores. May be next time when I need to go to the Best Buy I better take my lawyer with me to avoid the criminal assessment that may be threatened to me.
A Truly Aggrieved Best Buy Shopper.