A Frustrating Experience At Best Buy
Posted Sun April 29, 2012 12:00 pm, by elysse f. written to Best Buy
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I used to be a Best Buy fan. They would be the first company I would recommend and the only place I would purchase any electronic. I have had my good bad and ugly experiences there like anyone has. We are human and errors will be made but when you disrespect and disregards a customers concerns for your own profit, that is a huge error.
I purchased a Dell laptop in 2010 after cracking the screen on my previous laptop. I thought I was doing it a favor trying to save it from falling to the ground, lesson learned. Always buy warranty. I purchased a three year warranty plan and had to use it for the first time in March 2011 when my computer was running slow and the usb ports would not recognized. the solution from Geek Squad was a reset. Fixed the problem where I could bear it for a while. Anyone keeping up with facebook knows the issues that the computer has caused me. Electronics and I dont get along but come to find out its more then just an incompatability error with this computer.
the second time the computer went in for service was in February 2012 where I was given a loaner to use because my business requires constant internet. The computer was out for two weeks and then we were called for the recovery disk to be brought in. Now Best Buy is no where near and hop jump and a skip from our house. We try to make sure that when we get to the other side of town that we do everything at once which is why it took us three weeks to get the disk to them. Wrong disk! Our fault and another two weeks before we got the disk to them. Yes human error, and human error on our part. But what is not a human error is when I picked up my computer from the Geek squad service center at store number 298 in Colorado Springs on March 9, 2012 and took it home to use it. Surprise! Even after a case fan, heat sink and a hard drive replacement the battery was never ordered, the touch pad button had not even been acknowledged or fixed and the computer was still hot to the touch. I called Geek Squad that night I picked my computer from Best Buy and was told that it would have to go back to the store. again. I called the store to let them know that the problems were not resolved and was told the bring it in, again.
March 10, 2012 I took my computer in with the problems of overheating, battery needing to be replaced and the touchpad still not working and it still being slow and freezing up. Now I was given a loaner, with a deposit of 200, on 2-20-12 the first time my computer had been dropped off. I returned it March 9, 2012 and was told the next day loaners were no longer available and my computer would be out 2-3 weeks. I stressed that my business relies on internet and the ability to use a computer for my embroidery machine. My only option was to buy a computer. I bought a computer. I made it VERY clear to the salesman that I required a computer with 2 usb, internet, and a camera. I bought a computer with those requirements only to find that the Asus has two usb ports but they dont work at the same time! There was no way to transfer my files to the embroidery machine without the extra step of having to go through the computer, just more stress and added frustration. Now what I dont understand is how was my computer checked at the Denver service center and marked as fine, the Geek Squad at store 298 said it was fine but the minute I got home, none of the issues had been resolved, some not even acknowledged!
April 28, 2012 I went to the store to pick up my computer again. I returned the Asus I had purchsed under the assumption that after the third time of being looked at my computer would be fixed and I would be taking it home. Now after the last time I thought it wise to turn on my computer this time and check it. And what happened the minute we turn on the computer but it FREEZES!! Now remember that the computer had been cleared according to the Denver Service Center and the Geek Squad store number 298 that it was in working order. I told them I was not taking the computer out of the store in that condition and that I needed a manager. When the computer was restarted we found that the mouse was not working, the touch pad button was not fixed and that when plugging a mouse into the usb port it was not recognized. The notes from the service center said that a fan had been replaced but never once was my touch pad even looked at or serviced nor was a battery ever ordered to be replaced. After speaking with the manager that day we were told the computer would have to be sent out for service again. The part that still boggles my mind is when the Geek Squad rep told me in front of the manager that their policy is to check every computer to make sure they are working correctly but store #298 does not! If they did follow policy they would have noticed within the week that from my computer arriving at their store to when I picked it up that it was not working. But it was never checked again. I cant believe that a company would disregard policy and give a customer back their computer TWICE not in working order. Since the loaner program was no longer available and I had just returned the Asus we were forced to buy another computer. This time a computer was discounted 100.00 to be used as a loaner, the current computer I am using. Lets add this up, 200 for the first loaner, 450 for the Asus and then 214 for the second loaner. Do you see that we have put over 800.00 into loaner while my computer has been under service since february! Yes they have been returned but had we not have credit on my card we would have no loaner. We were under the assumption after sending a computer to a service center that it would be repaired and I would have a working computer. What would have happened had we not had that credit available on my card!
April 29, 2012 I have spent three hours on the phone making sure these issues have been noted in my account so when I notify corporate it has been correctly documented. While on my wild goose chase with representatives I was told that a manager in Geek squad would handle this. A manager from geek squad they couldnt do anything that they would have to wait for the escalation from the computer service repair to be fixed BUT that at a managers discretion a junk-out can be completed in store. Now on my latest service ticket it clearly states that "manager recommends a junk-out" so why not just junk it out when you try to give your customer back their computer for the SECOND time not in working order. And then have your employee state they do not follow policy. I would junk the computer out to show the customer that the situation was not handled correctly and that they were not following policy. A happy customer is the best customer! But instead my computer sits in a box waiting once again to be serviced for things that have not even been acknowledged or try to be serviced.
Now during this phone call with the Geek Squad Supervisor I was told that they had spoke to the G.M. himself and that he said they needed to wait for the service request for junk out. I asked for the gm name that said that and no one could tell me. I received my case number and ended the call. My next call was the actual store themselves to speak to this gm who is "trying" to get my computer junked out. What surprise but to find that the gm is NOT in the store at all today! So how was he told of the situation and trying to get me a junk out when he was not even in store to deal with this. Wow that Geek Squad representative has some balls to say they spoke to gm who was not even in store.
Now since the gm is not even working I spoke with the mod for today and she was very candid and open with policy. She told me that managers do have the ability to junk out a computer but she didnt want to because then she would take a double hit. She wanted to make sure that insurance was going to cover the junk out so I would have to wait to rest of the week but that it would be junked out. No matter how many times I tried to explain that I wanted the 610.00 to use towards a new computer that I would purchase that day she refused to junk it out because she would take a loss. She didnt want me to report the store or her but instead of putting the customer first she put money first. She didnt want to take a double loss. What manager tells a customer that she would rather her be upset and see the company in such a bad light but instead of trying to make her feel satisfied she would rather wait because she doesnt want to take a double loss. Profit before customer satisfaction. I made it very clear that the blatant disregard for policies and lies I was reporting this store and every employee that has made contact with my computer or been involved with my computer. I would report everything to BBB, FTC, Attorney General and the Corporate Office and any other place where consumers could be warned of the store #298. I dont take lightly that your employees disregard policy and return products broken back to the consumer. I dont appreciate my time being wasted by having employees lie to me and disregard concerns. I do not appreciate that a loyal customer as myself being degraded and insulated because profit was put before my concerns.
I am using this as my outlet to make sure others are aware that store #298 does not follow policies that would benefit the customer, but when it comes to costing them money they must make sure all policies have been followed. So its ok to inconveince the customer at the customers time and expense but not at the expense of the store. To teat customers this way is simply appalling and they should be ashamed of themselves. This customer is no longer a Best Buy Fan.
Reimburse me the 610.00 for my computer and a discount on the next computer I purchase to replace the one that is still in service. I believe that it would be adequate compensation for the gas, personal time and minutes on my phone for dealing with this situation regarding my computer.
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