Good for them: the customer who is in the store ready to spend money is, and should be, the primary priority of shop-floor staff.

 

Should the person on the floor be the only priority, though? I wouldn't buy something from a brick-and-mortar store I couldn't call on the phone. That's such a crappy standard of customer service it makes online merchants look good by comparison. And they're usually cheaper.

 

The mutants who work at my local Best Buy won't give you 2 seconds to peruse the aisles before they jump all over you. I *Wish* they would leave me alone to shop in peace and go answer the phones. If I need you, I'll come get you!!!! BTW: Good job on FP 2003 in 24 hrs.

 

I have experienced poor customer service at Best Buy in Torrance, CA in 1998 where I was told to go F2#K myself when I asked a question about a computer because this little twit was unhappy about a decision his boss had just made.
In Henderson, NV, my wife and I attempted to purchase a digital camera for her vacation in 2002 and we were besieged by a crstal meth queen, who simply would not sut her speeding mouth, and the supervisor retorted "oh well".
The final straw came last week in Douglasville, GA where I waited for telephones I had ordered and was told to pick up, but were not in the store. I finally got nasty enough to have them agree to ship them to me, which I suggested originally and they would not listen to. My animosity carried over the cashier where I was purchasing a $600 electric piano and simply did not want any more of their protection plan etc. BS and told the cashier so. She took everything personally at that point, and my wife pointed out that she had a poor attitude, which of course the cashier and her assistant could not tolerate and started a row while a manager stood and watched.
Brad Anderson, CEO of BestBuy, has been contributing to the decline in service for several years by poorly training his employees as well as inciting a policy of harassment , not unlike the old used car sales approach.
This man has gone as far as to label customers "devils" in a Wall Street Journal Article, and I see him as the antithesis of good business.
I am finished with these people as well as with Lowes. Both companies have exhibited extreme ineptitude at various locations throughout the country (the Lowes story is simply too long). I never had high expectations for either organization; however, after they lied to me (and yes I mean lied to me) I finally decided that I should find another place to spend my money.
It is a shame that these people betray the public trust in a retail environment, but I believe it was bound to happen. I suppose we should be thankful Donald Trump is not selling retail.

 

"My animosity carried over the cashier where I was purchasing a $600 electric piano and simply did not want any more of their protection plan etc. BS and told the cashier so. She took everything personally at that point"

Why would you shit on someone trying to do their job?

And then get mad because they take it personally??

 

I am posting to bitch about Lowe's service, too. I bought a faucet there and they said they could install it. Fine. The guy gets here then says he can't do it, I need a plumber. Well, I thought HE was a plumber. Jerks. So, I took the day off work for-nothing.Lowes-lies. Don't shop there. I'm telling everyone I know about their crappy service

 

Best Buy Lost $8000 sale today

Couldn't reach anyone about finding out if a couple cameras and lenses were in stock.

Called Samy's Camera, got the answer in 10 minutes, dropped my cash there.

 

Best Buy. Worst bet.

 

Does anyone know where the Best Buy call center is located?

 

To Bill:

Trafalmador

 

BestBuy.com worst, customer service I have seen in my life.

Waited 60 mins on the phone, no response.

1-888-bestbuy sucks.
1-888-bestbuy sucks.
1-888-bestbuy sucks.
1-888-bestbuy sucks.
1-888-bestbuy sucks.
1-888-bestbuy sucks.
1-888-bestbuy sucks.
1-888-bestbuy sucks.

 

I was in a best buy and they accused me of shopplifting. They approached me as a criminal and said where is the game. She insisted i let her search me i refused. I said i will take my business to circuit city I am leaving now. Upon entering the exit i was grabbed, choked, and held against my own will i called the police and so did they to come search me they found nothing. I am planning to press charges on best buy for being physically touched and falsely arrested.

 

im sorry i mean falsely imprisonned

 

I'm an employee for Best Buy. When you call the store it doesn't go to ntional call center. It goes to an automated system that gives you options as to what department you need. At no time of year does it do that. I've worked there for 3 years and I can tell you I've personally answered the phone to speak with customers the entire Holiday season. If you're calling a department and no one is picking up it's becuase the store is packed with people and the sales people might just be a little busy dealing with what's in front them. Consider this: If you were being helped in the store and we kept telling you to hold on for one minute so we could pick up the phone to speak with another customer, wouldn't you get mad?

 

Best Buy does suck I worked there for ten years pusching service plans the customer did not need because if you don't you would be fired ... I could go on and on about how best buy screws it's customers .

 

Agree with the above. Steer clear of Best Buy even if you have to pay more at another store. Never seen such customer abuse!

 

The person who posted this has obviously never worked in retail, let ALONE retail customer service.

Did you ever even stop to think that the person you're complaining to and yelling at over the phone is just the poor customer service rep who, quite frankly, gets paid less than those on the sales floor that DON'T answer their phones, to do a much harder job?

That's right, they have to deal with people like YOU all day. On the phone, AND in person. Especially people like YOU who think that you're somehow more entitled to service over the phone than the people who actually made the efford to come out to the store to do their shopping?
Think about that for a minute, sir.

Right now is the holiday season. No, our employees don't work on commission, but they are pushed to sell just as much as someone who is on commission. They are pushed to contact every customer within ten seconds of them, whether or not they have any intention of buying anything. Even when it is NOT the holiday season, the store is just teeming with people coming out from every corner...everyone needs help with someone.
Now, throw into the mix the telephone. How can you provide excellent customer service to ANYONE if you have to continuoulsy excuse yourself to answer the phone?

How would YOU feel if you were working with an employee who kept leaving to answer phone calls? You would do exactly what you are doing right now, you'd bitch and moan about the service, because you are THAT customer, who is never happy and can never be pleased.

Would you like a foot massage while you wait for checkout as well?

If you want to shop from home shop online. Leave the poor kids working the floor and the customer service desk for less than ten bucks an hour alone.

 

Best Buy is soooo crappy, wish that I knew of it before I made my purchases there...F#*kers keep giving me the run around!!!

 

Everything at best buy is retail price. You have to be stupid to shop there. Best buy
makes most of its profits on impuse buyers.
Shop around and compare prices. If you want to pay more and have crappy service shop at this store. They should be banned from the USA.

 

this is a multi billion co.a year no matter how much people bitch only a hand full of people do this and still for some odd reason, show up at best buy after swearing them off or is on a web site like this all this site is doing is adding fuel to the fire when you shop wal mart and dont say you have not no one there ever ask can i help you and they are the number one retailer ahead of best buy complain all you want but at least have valid reasons best buy does not actually make products they sell what manufactours make like any other retailers it was and s your choice to spend your money and make your own grown up mind where ever your heart desires and if you have enough time to read stuff or add comments to this web page then take a little advice and do consumer reasearch online before going to a retail store and then you dont have to dpend on any salesman cause you already know your stuff wow how far we have come along think about it and i know this will get negative feed back and thats expected but keep in mind everthing is your choice no matter what

 

Best buy has been the worst place I've ever encountered in the thousands of dollars I've spent on electronics over the years. I'd rather pay more some where else than put up with the terrible service I've experienced with them. They've also lost thousands of dollars worth of busines from me, simply because they have no one at least delegated to handle "just" phone calls Only. Terrible service, useless warranties(they'll fix it but it takes 3 months)They've had my home theatre system in repair, longer than I ever had it in my house. The answer is simple... DON'T BUY FROM THEM & tell everyone you know not to. Maybe that way, there floors will be so empty that they'll have time to pick up the f***ing phone!!!!

 

To the "long" comment before mine from "what what" Obviously you haven't been doing your own research when buying your keyboard. It seems to be missing the (.) period key.

 

Angela (6 comments above) deserves a high five. Until you've had to answer the phone and deal with a line of customers all at the same time, it's outrageous to complain. Before I started working at Best Buy as a customer service rep, I probably would be complaining about my shopping experiences at stores, but now when I'm put on hold or have to wait in a long line I take into consideration exactly how difficult it really is to be behind the desk.

 

Best Buy could afford to hire more people but they are cheap bastards! I work at Best buy as a cashier and on some saturday nights we have only two cashiers and one person at customer service. We need atleast 3-4 cashiers and 2-3 cust service reps to keep things flowing. I ask why more people are not scheduled and they say they cant afford it..... our store sold over a million dollars the day after thanksgiving..... i think we can afford to hire someone to answer phone.... as a worker i cant even call in to the store because no one answers. So yes Brad Anderson you are cheap son of a B**ch.

 

LOWES and BEST BUY SUCK!!! I bought a service plan on a computer. It died with one year left on the service plan. Cool, at least I have the service plan, right?? WRONG!! The technician has been to my home 6 times and I have made 17 phone calls to the customer service line - with an average hold time of 33 minutes. They will replace my computer (as it says in the service contract) IF they have to come out one time, AFTER the case has been reviewed extensively by their home office personnel, AFTER someone from their home office is dispatched to my HOUSE to examine my computer. I have been told by phone service personnel that supervisors are "not available" to talk to customers on the phone, are "on vacation" or would "agree with what I am telling you anyway - so you really don't need to speak with them"

DO NOT EVER SHOP AT THAT FREAKING STORE AGAIN IF YOU DON"T WANT TO HAVE A NERVOUS BREAKDOWN.

I will not ever spend a dime at that store again and I will make sure to spread the word far and wide.

DON'T even get me started on LOWES! We are soon going to wish for the old "mom & pop" stores back so we can get some real service for our hard earned money.

 

Search Best Buy Lawsuits. There are several lawsuits that have been filed against Best Buy for 'unfair and deceptive business practices'. I bought a laptop and got the platinum warranty along with it (which didnt include a complimentary tube of KY jelly). I had some motherboard issues with it and took it back. They never sent it out to get it repaired or get the ok to issue another laptop to me. They said they were making a full backup of my hard drive as I had a lot of sensitive information relating to an invention/patent that I am applying for. They lost the hard drive! All of my information is gone.

(fyi...I had full backups of all of my information that were burned in a car fire 2 days before this)

The kid who initally looked at the hard drive said there was nothing wrong with the hard drive and that a full backup was going to be able to be made. Later I was told that the backup was over half completed. (I had over 15 gigs of info stashed all over the hard drive in hidden folders). I made a point to tell the manager (Dave) that if any of the information cannot be retrieved, I will pay a professional data recovery specialist to recover all of the data contained on the hard drive. Long story short, I was handed one 4.7gig DVD what they claimed to be my full data recovery and they dont know what happened to my hard drive. A lawsuit is in progress. I have copied Anderson and several people in corporate offices every correspondance between myself and Dave and Tony (Best Buy Torrance GM)

My suggestion is: If you want to buy something that could have problems, do not shop at Best Buy for it. Best Buy is good for buying blank media and video games. They buy in bulk and sell mass quantities, so it is hard to maintain some sort of quality control. The problem with best buy is their lack of customer service. They are avarage in price compared to other electronics giants like circuit city and comp usa. I keep my eyes on sales and buy what I need wherever I can fond the best price.

To the workers and customer service reps who dont get paid much to deal with a-hole customers like me, a few things. The reason they dont pay much for those positions is because they know it is a job where there are going to be a lot of complaints and they know that there is going to be a rather high turn-around for those positions. The customer is always right. If the customer has a problem, that is what you are there for. It is your job to deal with pissed off customers. Deal with it. That is the company you work for. If you dont like that, seek employment elsewhere, dont say that the customer shouldnt call up there to complain. Best Buy should hire more people dedicated to telephone support. The next employee team meeting, you should bring that up.

As of now, I would not reccomend Best Buy to anyone!

 

Mr Johnson,
I'd like to know when you became a General Manager for Best Buy? Because you certainly don't know your ass from your armpit when you're telling me what "My Job" is.

We actually have an entire corporate office dedicated to telephone support. It's not our fault (or theirs) that the majority of you are too stupid, too impatient, or have too much of a superiority complex to listen to a menu and push the correct prompts. Do you know that employees at the store call the same exact number and use the same exact menus to contact our corporate office. If you had a minute to listen, youd get through. But since you obviously feel too good to make use of whats provided for you, here's your shortcut: once you call 1-888-BestBuy, all you have to do is push 3,then 4, then 2. You'll be prompted to enter a phone number (a fake one if you please since most of you assholes that we like to call "Barry" don't like to give yours) and you will be directly connected to a corporate customer care representitive, who no doubt makes ten times what my employees do and has far better power to solve your problems.

You certainly don't know me or my way with customers, either. You would actually want to interact with me when you come in with a problem, because I do understand how much the company screws up and screws over the wrong people. I see other retail management bend over for all the wrong people and send the people who really do deserve help packing.
I make it a point to go out of my way to make my own decisions and do something to compensate for every inconvenience people like you have encountered. Because I see mistakes and how some leadership tries to cover it up.

It is my job to facilitate training to the customer service representatives and set an example, and I think I set an excellent one as far as helping people is concerned. Thats why when "Customer X" comes into the store with a defective $700 product that he has purchased 8 months ago, and we still carry the product, I let him go and get a new one, no questions asked, even though its printed in bold at the top of his reciept that he only had 14 days to bring the product back.
(Apparently people like you are too superior to read as well, no?)
Don't you think I have a hard time justifying decisions like that to my manageres on a daily basis? I still continue to do it, because contrary to what you believe, I do care about your experience and I DO want you to come back. (Even though there is absolutely no incentive to me doing so).

With that being said, I stick my nose out to stick up for customers no matter what, especially at the end of the month when management winces on making exceptions because taking money off of product means less gross margin dollars and risks THEIR bonuses (which we hourly peons do not recieve...like I said, no incentives, I'm just a good person)

As far as the phone is concerned, do you know I have to write up my employees at customer service if they don't answer the phone within three rings???
They are only doing their job, cleaning up everyone elses' messes and on top of that, they have three rings to answer the phone. (They have three phones also, often all of which ring at the same time.)

It is the job of customer service to assess situations and make decisions regarding our policies. Anything after that and they are required to call on leadership to make exceptions. They don't have the power to give you what you want, even if they want to. This is a luxury I have, but one I worked hard for.

Sir, you're right...a majority of the time. I will aggree with you that more often than not, the customer IS right, and should be taken care of. But not always.

Do you know that I have had customers physically assault me, pushing and shoving and throwing product? I have had customeres belittle me "Get an education and we'll talk..." and so on, with out even listening to me while I was trying to figure out a way to help them?

Education...I have a great one. Ivy-league, in fact. But I have so much debt from student loans from that education that I'm working for a while so that I can afford to go back and get a masters/doctorate degree. I'm there partly because I have to be (I do need the money...) but I could be at a lot of places out of necessity. I stay where I'm at because I think its rewarding to help people out.

So don't tell me what my job is, and don't speak down to me. I'm doing the best I can and if you're respectful to me and my employees, we will take care of you, or at least fight with other management while trying.

And when I'm done with school and fortunate enough to have a disposable income to spend frequently on large-ticket items at best buy, I'm going to pride myself in NOT being like you.

 

and one more thing... people like Matt Haughy are the reason that I dread customer service. They don't pay me enough to deal with scum bags like you.

 

suck my johnson, don

 

I believe it. I purchased a computer on 10/02/2005. I just received the 25 cable modem rebate last week. I am still waiting for my reward zone points. Best Buy applied them to the wrong account. When they tried to reverse the transaction they double billed the best buy credit card. Entering the sixth month after purchas and I still dont have a definite date when I will receive reward zone points.

 

Angela has a lot of answers. I waited through the promts. I pushed all the right buttons. Yet six months later no reward zone points. Everytime I call in to 1-888 best buy I receive a different response. Yesterdays response was the computer didn't post. This does not explian why my 2/4 purchase that post to my reward zone account has been reversed to pending points. It also does not explain why the 10/02/2005 purchase has not posted. Walmart, and Office Max, and Circuit City receive my Dollars. Two cameras, and a notebook. I wish to purchase a PDA, will probably purchase at Circuit City since Best Buy cant get their act together. Former Best Buy custor. JPB
P.S. Surprising no better contact number for Best Buy corporate.

 

Trust me, we all dread 888 Best Buy. I will not dispute that with any of you for a second. They are HORRIBLE. They get paid ten times more and its easy for them because they're merely a call center that doesnt have to see the dissapointment in someones eyes when they get screwed time and time again.

JPB...Im surprised there's not a better contact number as well. The shortcuts I wrote down work...for now...but once corporate figures out that we know a shortcut and don't listen to their godforsaken menu, they'll change it so we have to work to find the shortcuts, again.
And rewardzone is one hundred percent corporate. I used to be able to call on customers' behalfs to fix those issues and add on points...now they require the customer be present for such transactions...its a terrible inconvenience.
At the "contact us" portion of best buy.com is a minnesota based number that I've never tried personally but you might have more luck with.
All I'm saying is that the representitives you deal with in the store can't control corporate and there's only so much we can do. Many of us spend hours with individual customers (managers hate that by the way) just to solve these very issues. Most of us are genuinely good people with genuinely good intentions, and it just hurts to see people dispairage us, when most of the corporate system is to blame. We hourly employees share 90 percent if not more of your frustration with our corporate system, but it's really not our fault. It's like a parent blaming the janitor for their kids' D in math...
Most of us bust our butts on a daily basis and many of us stick our necks out for whats right...
I really hope that you get your situation fixed because you actually do seem like a good person with problems I see daily, not the pompous asshole Mr Johnson. As far as your Best Buy Credit card, demand that a Supervisor pull up your "Electronic Journal" reciepts, and search "Green Screen" to check out if any unauthorized returns/exchanges were preformed. If anything was done, like the associate returned your purchases to a gift card to re-ring them, you wont get credit for gift card totals. This can be argued, as you did not tell them to do it this way. Hope this helps and feel free to post any other questions so that I can help you.

 

It's really sad how they treat you in the store. I had a problem returning opened software that wasn't the program needed. What the hell? They directed me to 1888 Best Buy. Called the corporate office up before I got a chance and had them deny me my return. I don't care what the policy is. This is a customer service issue, and working in retail myself. I know they can override that decision. It's sad that this company cares about their employees more than anything. To think-without the customers there would be no employees. This shows me the integrity of the company. And we wonder why it is so difficult to get a hold of anyone who's somebody with their company. They probably recieve millions of complaints that the CEO knows jack about...If anyone can give me any contact information about best buy pleas e email me at ang3qlu33n@yahoo.com

 

I went to get my ipod repaired 2 months ago, and i have no seen it since. I went to best buy and they told me that it got lost during transit and that they can't do anything about it. Also, the cashirs and the customer service people are extremey rude, have a bad attitude, and have poor customer service skills. They get personally angry and unhelpful if you want them to enter a rewards card or refuse one of their damn service plans. sadly, this is the only electronics store around where i live. I hate best buy and i hate the people that work there with a passion.

 

You all obviously have never worked in consumer support, or management. Nor do you have the brains to anyway so thank you for not tring and making us look bad. It is people like you who make our job horrible and difficult. Best Buy and their reps. work very hard and long to make sure people like you aren't created. Most of you are too impationt, stupid, or mentally ill to figure out how to work anything and probably broke your equipment yourself. And most time when we finish stuff and call your houses or CELL PHONES (directly to you) you dont answer and after multiple trys we do have to give up. (Usually a week to 2 weeks later). We can't keep your piece of junk because that takes up space for other consumers who will pick up their product. Then its people like you who a month later, comes storming in and raising hell because you haven't heard anything about you're product. Well A. we tried for 2+ weeks and B. if we have the wrong phone number then you are just one dumb F*#k because you wrote your own phone number incorrectly. So all in all its your own fault for making consumer service what you think it is. So from all of us hard working employes at Best Buy thank you for staying out of our stores and off our phones wasting our time yelling at us for YOUR STUPID MISTAKE. Continue to stay away because our job is hard enough without you retarted people.

 

Whoever said Best Buy cares about its employees...
all i have to say about THAT is

HAHAHAHAHAH

no one cares about the employees. not managers, district staff, human resources, or corporate.

 

Best Buy hires Moron's. The Managers are mostly high school drop outs with GED's, "Street slugs with attitudes." Best Buy Senior Management will all be in prison soon. The CEO will get many years of prison time just like the Enron scandal. I can predict the future. I just can't wait until it happens. Seek legal for the crude treatment. Legal costs can be costly for big Companies so don't be afraid to call and get advice. Remember, Best Buy and there policies work against you. As consumers we need to stick together and bring America back. We all need to start to fight back and bring down criminal corporations that continue to rob us of our hard earned money. Seek Legal and bring these scum bags to justice.

 

I agree! Can't wait until Best Buy falls. There is so many stores out there that sell the same products for less and have good customer service. My son who is 4 years old can run a better business. We all must stick together and fight the evil Corporate Best Buy Management.

 

here's my little story at a Best Buy in Queens, NY:

I asked the salesperson to sell me a 19" LCD Samsumg monitor ($329). He says "we have it in stock...would you like a-"
"Is this a service plan? Because I don't need one, thanks" I said.
"Well, this is a very expensive sale ($329?), so I think you should get a service plan to protect-" he continued. I replied "No, thanks, I really don;t want any plans. I just want the monitor." He suddenly stares at me like if I just told him to go FUCK himself. I stared back at him, speechless. He *finally* resumes: "well, I HAVE to recommend ther service plan...". "You already did" I told him. Again stares at me as if ready to slug me out. At this point I was feeling a bit uncomfortable, but I told him once more: "I just need you to sell me the monitor, please". AND THEN HE SAYS THIS:

"Well, I need to understand why you don't want the service plan". Un-fucking-believable!

I told him: "No, you don;t need to understand why I don;t want your service plan. You only need to sell me that monitor". Another stare down between us. Then he finally types it in his compiter and tells me: "you have to pick it up at the front of the store".

"No, I don't" I told him. "I will just walk to Circuit City and buy it there, thanks!"

Before leaving the store I talked to a supervisor (a nice latina). As soon as I said to her: "Miss, I just wanted to buy a monitor from you guys but your sales associate wouldn't sell it to me unless-" at this point she cuts me off and finishes the sentence "-unless you buy a service plan?". I guess this MUST happen all the time at their stores. Another lost sale. Also, I'm telling EVERYONE I know NEVER to spend money there if they can help it. Good luck, Best Buy!

 

After several years of being loyal BB customers, my husband and I are saying goodbye and shopping elsewhere. BB is a great place to buy things that are really valuable, but it's an awful place to get big-ticket items that require installation, years of operations, and perhaps replacement. Case in point -- last summer we purchased a refrigerator, w/d, and new dishwasher all from BB. Every single item has presented a problem at some point. Fortunately, BB resolved the refrig and w/d issues after several phone calls and a 10% discount (thus our d/w purchase) . . . but the d/w purchase has been the "straw that broke the camel's back."

When we bought the d/w, we were told by the sales person that "it will dry just as well as the KitchenAid, even though it doesn't use the 'heated drying' technology." [In legal parlance, that is called an "express warranty."] We purchased the 2-year PSP with our d/w and took it home. Got it installed about a week later and realized immediately that our dishes were always dripping wet after d/w cycles. We called BB who said they'd get the repair co to send out a tech. We tried various rinse agents, cycles, etc. No results, and no contact from the repair company.

Last week we called again, and began the 3-ring circus known as BB customer service; we were shuffled between 4 different "managers," from corp to local store, and then to the repair shop. We've always been very respectful on the phone, and yet it took 2 hours just to get a BB manager to finally *agree* that we either need a repair or an opportunity to exchange. That manager was supposed to contact us again -- he hasn't called yet.

Contrary to many of the prior posts, I simply don't think that customer service quality ought to hinge upon the salary of those personnel. It is incredibly easy at many other businesses to simply present a receipt/PSP/service contract and get a repair or a replacement. BB seems to be making superhuman efforts at the run-around game even in the face of legitimate complaints with simple resolutions. It is altogether baffling.

 

Just to clarify my prior post -- we purchased the d/w in Jan 2006 and the other purchases were last summer. Apologies.

 

Why Can't you pay on your account at the best buy store? That's just STUPID any other company in the U>S> you Can!

 

which part of service does the person that thought this up come from. Kmart

 

i bought a 360 at my local best buy in december. Just last month it started to freeze every time i turned it on. So i called the 888 number and they told me to mail it in. i didnt want to deal with it so i just decided to go to the store. However, the best buy didnt have any. for the past 3 weeks i have been calling my local best buy and some near me. My best buy only answers the phone when i dial 0 at the prompt. Any other extension and i will have to sit at the phone for an hour. When i tried to call other best buys near my house, no one picks up! I mean NO ONE. WTF is that? Even if you are busy you can at least answer the phone once. Best Buy is not so jam packed with people every fu#king day that no one is available. Best Buy has the worst customer service ever. I regret buying my ipod and 360 there.
DO NOT BUY FROM THERE EVER AGAIN!!!!
EVER!!!

 

The "warranty" thing is getting out of control with best buy. They never fix or repair an item and forget about a replacement. I have had my 57" TV "repaired" by them and it has not been right for 11 months. I finally asked for a replacement after 6 "repairs" only to be told that they were reviewing the request. That was two months ago. I filled with our local consumer protection but Best Buy does not care. Boycott them go to CC or Target or the internet. Businesses like this need to go out. Oh and to the people who work their that are defending the store, nice, worked there and you are nuts they will drop you in a heart beat and replace you. Dont defend someone who could give a crap less about you. If they cared they would give you benifits and pay you better...like a real job.

 

BOYCOTT them they need to go out of businees for they way they treat people. I feel sorry for the people that work there because they have made it so they can not help the customer. BOYCOTT !!!!!!

 

Best Buy..All they want is your money and they do that with interest. $100's trust me. I bought a laptop there and they did me wrong by putting a 12 month payment plan instead of my desired 36 month plan. check your receipts. As for me, I purchased the comp without knowing, but I came back around when I noticed that it said 12 month payment plan, so I went to customer service and they made me sign a form correcting the receipt. They said it was okay but it never went thru. Now, Best Buy doesnt want to cooperate. They want you to call a number that cant even help you. Talk to the admin they said,admin: well Im off work so, can you reach me at a better time. What the F**k. Screw best buy.

 

I myself have 4 computers that all came from bestbuy and I have got the plans with them.And I have had a problem with just one of the computers.Now the computer went to them twice and on the second time they replaced the computer.The whole problem here is that the people here that are bitching here have to much money and they expect for some to kiss the ass when they walk in the door.I have worked in retail and I am a shopper.I worked for Kmart for years and as long as you give these people what they want when they want it they are fine but the very minute they don't get there way you become the worse thing that ever walked the face of the earth.For years at Kmart all I heard was how bad we were and people saying I'm going to walmart.Now they we kmart is closed I see the same people and they tell me oh we miss kmart wish they were still opened we hate walmart and I feel like telling to bad you wanted it you got it deal with it.

 

No we don't all complaint about them not kissing our asses. In fact, all I wanted was for them to sell me a monitor and they wouldn't unless I heard about their damn service plans. Pay attention: people who buy them do not get what they pay for and people who don't want them still have to battle you salespeople to purchase an item. I couldn't care less about them kissing my ass. Just sell me the stuff, ring it up , and leave me the hell alone. Is that too much to ask?

 

I own a laptop (toshiba)purchased from best buy which needed repair under my service plan. they have you sign an agreement that they are not responsible for data etc. the computer was to go out the evening i brought it in but did not leave for two days after. when i got the unit back six days later they had wiped the hard drive clean, and reinstalled the operating system. the repair was on the power plug in on the back of the unit. in speaking with dec(data exchange corp) their repair depot for the unit i informed them that a password was on the unit and told that the unit should not have been formated, that they should have called me or at least utilized the mirroring program to download the drive check the system and then reinstall the data. my data files had been backed up but not the programs, this unit was the unit i took with me for my evacuation from katrina and all my program cd's were destroyed in the storm and i did not have the numbers that went with it they said evidently oh well tough luck, even with the intervention of their vendor on my behalf

 

angela is WRONG the call center employees do not get paid 10 times more (heck as a supervisor of 160 people i only made $10 an hour... Having been one I know this and question wether or not if she is even a manger of a store as claims.... In fact at the call center there is very little we can do besides updating cust. info, reissuing certs, and adding transcations. The biggest problem we have is because of the poorly trained store employees giving the customers wrong information. I have had to agrue on the phone with store mangers about how the program works (mostly they are idots, including angela).... But here's an intersting tid-bit of info for all of you ( which angela doesn't seem to know because of having her head stuck up to far in her own ass) but all the rewardzone call centers are located in CANADA!!!! We don't even have the progam here!!!

 

Wow, $10/ hr. supervising 160 people? You're an idiot.

 

Anybody that has any intelligence whatsoever will do their homework online before they go shopping for electronics. Don't get pissed off when a non-commissioned $8/hr. college kid asks you for help. He/ she's just doing their damn job. Would you rather not be helped at all? Why call Best Buy to see if something is in stock when your lazy ass can go to the Best Buy and check the same thing in matter of seconds. Anybody that complains about phone support at a store like this has clearly never worked retail, at least not at a store as busy as theirs. Bottom line, do your homework, read the fine print, ask questions, and stop bitching when you forget to do so. Some of you idiots on this post really make me sick!

 

I've moved on james.... and you're an ass

 

I had purchased a HP computer Pavilion
and Printer.It had a rebate policy with which I was to recieve over $300.00 back. This was purchased in Dec. 2005.
I have called them (HP) a number of times after recieving a letter fromthe
rebate co. that they could not read the numbers on the rebate reciept. This is after they already had my money they were collecting. Pretty feeble excuse.
When I called them about it the woman that answered the phone told me they
could'nt read them. So I told her that
I could read them. Then I read them to
her. Three different times I had to send
my reciepts to them. I finally went to see the Atty. General who were nice enough to submit the problem to them
(rebate Co,) HP called and left amessage for me to call the number they
left on my ans. machine. I called the no. and they said to leave a message as
they were away from thier machine. I
waited for them to call for two hours
and they did not call. I then called the no. back they gave me and told them I would be out of the house for a couple of hours. I then left and sure enough they called knowing that I would not be there. I returned thier call the third time guess what they were'nt in the office again. I told them I was going back out again. Sure enough they called again this time I picked up the
phone and talked to a woman who said her name was Ginger. We proceeded to
talk and she wanted me to send another copy of everthing. Afer I told her I would contact the A/G she thensaid she would send me the rest of the rebate
BUT BUT BUT it would take another 3 to 4 weeks before I got my money.
MAKE SURE YOU LOOK ALL THE WAY DOWN THE PAPER THEY SEND YOU IT WILL READ 3&1/2 INCHES DOWN AT THE BOTTOM
AFTER THE LAST FOLD PLEASE RETURN THIS
ENTIRE LETTER WITH ALL THE MISSING INFORMATION REQUESTED TO THE FOLLING
ADDRESS.
They should be made put that
right the reason that your reciepts
were not warranted. Thank you for reading this .It is the middle of April
and I still have not yet recieved all
my rebates.

 

Paul: what does this have to do with Best Buy? You should look for an HP forum or something...I've never had a problem with the rebates, but that's because BB has nothing to do with them.

 

I just want to let all you best buy complaners know you all suck. You are proboly old ass people who have nothing else to do with your worthless lifes but complane so shove it.

P.S. Just to let you know with your purchase today you get 8 free issues of sports illustrated entertanment weekly or time magazine, which one are you going to get.

 

BESTBUY DOES SUCK IT DOESNT CARE ABOUT ITS HARDWORKING EMPLOYEES OR ITS CUSTOMERS. ALL THEY CARE ABOUT IS MAKING THAT MONEY.

 

BB'S BEST EMPLOYEE HOW ABOUT BEFORE, YOU TRY TO BASH PEOPLE FOR COMMENTING ABOUT THEIR EXPERIENCES YOU LEARN HOW TO SPELL. THAT JUST GOES TO SHOW YOU THAT HALF OF THE PEOPLE THEY HIRE ARE COMPLETE MORONS.

 

I have to say that idiot who ended his comment with a stupid offer for a free subscription to Sports Illustrated made me laugh my ass off. On the other hand, it is typical of the subhuman behavior BB fosters with their ridiculous policies and meager pay...you just know
a) that moron actually works for BB, and
b) they know they are bugging the hell out of us by continually offering their bullshit plans and subscriptions.

Look on the bright side, people, at least we don;t have to work there (like that idiot does! (who's laughing now?)

 

BestBuy is indeed the worst company. Instead of litesning to customer
complaints and actually try to solve their service issues, they hire more people like that B**CH Angela to try to discredit anyone who complains about this shitty company.

 

Everyone always has complaints, I used to hate BB before I worked there. I didn't like being "attacked" by employees to see if I needed help... But, now that I have been employed there for over 2 years (while in college), I must say....customers like y'all are what can make the customer service employees bitter. Do any of you have any idea what it's like to have a customer open a CD, replace it with an AOL CD, and try to return it? Then, they get mad at you, assault you by throwing S**T at you and then tell you how uneducated you are????

The customers need to be informed customers. It is YOUR job as a customer to educate yourself BEFORE buying a product. As employees we try to inform you, but most customers think they are smarter than the employees (who take special learnings on products and usually know what they are selling)

WE have NO control over the manufacturer's warranty or how well they make the product. If you buy the cheapest product we sell, you had better buy that service plan you hate to hear about, because in 91 days when it stops working, you will be in there throwing it across the counter at the customer service employees you feel don't treat you nice enough.
FYI - our customer service employees try their hardest to give the customer what they want. Most BEG their supervisors to do whatever it takes, even if it causes us to take a hit (eat the cost of the unit) to make the customer HAPPY. The customer service reps do this all the time (they want you happy), UNLESS it is obvious the customer damaged the item, or UNLESS the customer was extremely rude or abusive.
We do have some flexibility to make "exceptions" to the policy, but don't expect to get something for nothing. We are a business. Last time I checked, businesses are not in business to lose money. Sure, we're profitable, but we're not shady, we aren't a scam and we DO care about the customers.
When you shop at BB, know that you are not shopping at Walmart, where they stock the shelves high, let it fly and don't have ANYONE to help you. Quit complaining - unless you wanna come in and give it a whirl for a few days!
If you have a problem, the only advice I can give is to take some time out of your day, NICELY go to a customer service representative and ask NICELY to speak to a manager. Have ALL of your information with you (or don't get upset that it takes us a while to find your cash receipt from last year for you) and the management team will bend over backwards to resolve your issue. Hey, they will probably even give you an additional discount.

 

The customers need to be informed customers. It is YOUR job as a customer to educate yourself BEFORE buying a product.

It's our job? How much do we get paid? Is there a health plan?

 

I have a unique perspective on many of the postings on this page. I have had the opportunity to be on both sides (customer & employee), so I feel as though I am more than justified in voicing all the opinions that i have. First off, I agree with many of the customers on here that scoff at Best Buy's customer service. I purchased a Home Theater system there a year and a half ago, and it has spent a collecive 3 months in service (2 seperate stints). The latest scenario involved me taking the unit to my local Best Buy, and letting them know that I was unhappy with the prior service experience (2 months, damaged upon return, and still was not completely fixed). They assured me that the unit would be put on a "rush" and i would get it back in a few weeks. Well that was 5 weeks ago, and no one can give me an exact date as to when it will be back. I have insisted that i recieve an in store credit for a new product, but I have had a Senior, Manager, and Customer service rep tell me that "there is nothing they can do for me". At this point, i feel as though I am at Best Buy's mercy, and all i can do is sit and wait until I can use a product that i paid $900 for.

What upsets me the most is the fact that A) Best Buy does not promote nor allow its employees to exercise empowerment, and B) Once a person in the store makes what could be deemed as a poor customer service decision, everyone else (customer relations included) sticks behind it.

Now I can agree somewhat with the employees that have posted comments. Yes, there are plenty of customers that want something for nothing, and love to yell at customer service reps for problems that aren't Best Buy's fault. However, associates cannot let these customers jade their perception of other customers legitimate issues. As a consumer I have done nothing wrong. I purchased the service plan as a safeguard, yet I feel as though I am getting a level of hassle that was not promised when I was paying for that service. I know that "policy" does not allow for a replacement product, but policies are put in place so that customers and associates do not abuse the system. They are not in place to be used as a scapegoat for underlying motives such as bonuses or bottom line. I say this because I actually had a geek squad senior tell me that the reason why they cannot replace my product is because it's the service center that dropped the ball, and the store does not want to take the "hit".

Currently I work as a store manager in retail. We deal with unreasonable customers all the time. I encourage my associates to listen to all customer concerns, and make good decisions based on each circumstance. My goal is to ensure that I nor my employees ever treat a customer the way i have been treated at Best Buy.

 

Well I had my thrill of best buy today with a tv warranty but it will never happen again just wish the warranty card was softer and I could use it to wipe my sorry ASS.I hope to find a mom and pop store so I won't have deal with the big box stores

 

I currently work at Best Buy in Lincoln NE. Personally i dont give a flying fuck if you buy anything from my store. I get paid the same, either way.

 

To caglisotro,

Maybe if you had let him finish, and hadn't started yelling at him first, he would have lay off. Even though BBy's Service Plan's are not the best around, they are there to protect the customer's purchase. I have had three cellphones, and two video game systems replaced sans problem. And yes I do realize those are replacement plans, but the idea of an extended warranty is to help the customer not cripple them. If you don't want a service plan, then say it politely, or maybe listen to what they have to say for once because chances are you don't know everything about TVs and defects, otherwise, you would have just bought your TV online where it is cheeper.

I have had nothing but good experiences w/ Best Buy, and you know why? Because I am nice to the employees and realize it is not their fault that something breaks.

 

The funny thing is that the comment posted by Reid from NE basically serves as confirmation for what many of us already know - Many Best Buy associates "don't give a flying fuck". I know this doesn't hold true for all of their associates, but for many of them it's just a job. They're either doing it to get through school, live off their parents, or don't have a respectable work ethic. They could care less how we are treated when we get to their store, because all they want to do is collect a check. As I said before, this isn't the case with all employees, just ones like Reid from NE.

As far as the comment posted by Nice Customer is concerned, I am happy that you have had your needs met by Best Buy. I would encourage you though, to not be oblivious to the fact that not all Best Buy stores are as customer focused as the one you recieved your service. I guarantee that if you were to visit any of the stores mentioned in the previous posts, you probably wouldn't recieve the same level of service that you have been getting. Vice Versa, i know that i may recieve a totally different experience if i were to go to the store you mentioned.

 

Jaded- you are definetly right, but your point is also a perfect reason why boycotting a big box store- be it Best Buy, Circuit City or others is just dumb. Yes it makes sense to boycott your particular store, but as at any retail outlet, every store is different. That being said I'm willing to bet that *most* of the people who experience problems at any store are generally not nice. (I'm actually drawing from retail experience here). Why would a CR rep go out of their way and try to get around corporate policy to help an asshole? They would much rather tell them the policy and help the next person in lin who is smiling.

I am glad that we have an intelligent angry customer in Jaded who can speak with dignity. and as for Reid- he is one of those people you'll find at any store, he could just as easily work at McDonalds, Walmart or CVS.

 

Jaded I understand where you are coming from but you have to realize that Best Buy is THE biggest electronics store in the US. I am currently employed with them and I don't mean to start this as a rant filled with hate for my job, because if it's that bad I could just go find another job. Like all retail stores, it's filled with it's uneducated, cock socking neanderthals who think they are big shit because they are managers and who were too lazy to go to school and do something with their lives. Best Buy feeds off the ignorant customer very badly, and most customers don't realize this. Their employees go through A LOT of bullshit with numbers, and blah blah blah brainwashing. Here is a wake up call for the people who don't know this...BEST BUY DOES NOT GIVE A SHIT ABOUT CUSTOMER SERVICE, THEY WANT YOUR FUCKING EXTRA DOLLARS TO BUY THE SHIT YOU DON'T NEED!!! They want you to think that you are "cared" about but it's just a deception to build "trust" with the customer. Best Buy's "customer service" policy is something called CARE+. They begin by starting about building this large amount of trust with a customer, and once you got them at that weak level, you hit them with a barrage of sells attempts. I personally don't do their stupid corporate propaganda selling strategy, I give my own customer service, in which I have received recommendations from customers directly to our own corporate office!! But guess what, I got a fucking pat on the back! All they want us to do is get a number out of you, and that's it. A lot of us do want to help the customer, but best buy doesn't want to HELP anyone, they want to close the sell so you don't go to circuit city or office depot...and closing it by all means necessary. But I know there are a lot of employees out there who really don't give a shit, and I understand this. But before people start criticizing how a company runs, they need to understand how it works.

 

I see I am not the only one that thinks Best Buy sucks and treats it's customers unfairly. I had XM Radio installed at the Baltimore City location on Pratt Street and it took EIGHT visits back to them to get it right. During this couple week ordeal my car broke down and had to be towed because they didn't wire it correctly. On one of the visits back to BB I had an appointment and when I showed up they said they didn't have the proper tools there to fix it! The 800 number is a joke. After all was said and done (labor, parts, tow truck reimbursemet and gift cards they used to pacify me for my trouble') the install cost THEM about $1000! Idiots ... ...

 

i bought a tv from best buy and the contractor they hired to give it a tune up broke it . i have called best buy more times that i can count. i guess i am going to have to take best buy to court. i call customer service and all they said is we are very sorry . if they are so sorry why am i going threw all this shit ! just do the right thing and fix it! or better yet replace it. so much for my extended warrenty!i bought it.

 

my letter to best buy! they suck ! don't waste your money on the warrenty!

Best Buy:
This letter is in regards to a television set I purchased from your company in 2003. I bought an extended warrantee from your company. I called the company to have the TV serviced because the leads were loose and it needed a tune up.
I am really displeased with your customer service.
To begin with your company doubles booked two different companies for the service. Four flags electronics and Alpha electronics. The Alpha Company called me at least 5 times that day to arrange pick up. I told them best buy already had someone scheduled to do the work but they told me that they were the contractors for best buy and they were taking over all the accounts. Had I of know that was a lie I would of stopped the other company from coming out. Four flags were very understanding about the mix up, considering the drove from Michigan to Indiana to do the service on the TV.
The company that did the service work was Alpha electronics. The reason I am explaining all this is because during the service some damage was done to my television by the Alpha Company. The company from four flags called me and wondered why they were in trouble with best buy for the damage to my television. When they never had anything to do with the television other than to show up to service an up a TV that was already gone .I explained to the people at four flags about the damage done to my television. They said that the repairs were minor and should have been done in my home. I also called best buy to resolve the issue with four flags as far as I know four flags was compensated for there wasted trip.
I have called your company at least dozen times about the damage done to my television. Every time I call I talk to someone new and what I m saying now and what I have said since the begging are the same. Yet your company still can't seem to get it straight. They call the wrong company to service the repairs. They noted that I refused service, which I absolutely did not. I keep hearing were "very sorry!" I don't want to hear how sorry you are any more I want my television that I paid for fixed! I keep getting basically the same response from best buy that it the contractors responsibility to repair the damage but after several attempts to resolve this matter with the contractor I am not getting any results. I still am unable to get the contractor to replace the unit he damaged. Should I call 12 more times? At what point is best buy going to step in and resolve this matter?
Alpha electronics arrived at my home to pick up my television. They drove a beat up mini van. Before the loaded my television I asked them are you sure my television will fit into the mini van? They told me "sure no problem". They said "the reason we don't drive around in commercial vans is because if we do our vans get broken in to". They laid my television on its back side without wrapping it in anything to protect it. I thought it was strange but I know very little about the service of electronics. It didn't seem right but I figured they were professionals. They brought my television back the next day. They drug it threw the grass and onto the concrete. It wasn't until went outside to say don't you have rollers did they put the television on a roller. At this point the bottom was full of grass and scratched from the sidewalk. As soon as they walked in the door I saw the scratches on the screen. The scratched were so big my 12 year old son walked into the room and said "oh my god mom looks what they did to your television!" I told Alpha look at what you have done! It was a lady; I believe Connie was her name and a gentleman. I did not get his name. She said I am very sorry. We will replace it. Later that evening I got a call from the owner around 10 pm., he yelled at me, said I was a liar that my television was not in that good of shape to began with but that he would repair all the damages. He was very threatening in his phone conversation with me. That's when I decided to call Best Buy. I explained I did not want this person that called me a liar and threaten me back out to my home. They said I had to use the same company that did the damage do the repairs. I did not hire this company best buy did. So why I have to put up with accusations and threats is beyond me. The company scratched up the screen as well as damaged the back sides and top of the television. It almost looks as thought they tried to fit it into a door way that was too small for the TV or maybe it was damaged from the ride in the mini van on its backside. I called best buy again today because I did not get a call back even know the last person I spoke too was a supervisor that assured me I would receive a call back with in 24 hours. I never got the call back so I called again. I spoke to a person named Angela who told me I would have a response by Monday. I have heard this before many times. I explained this to Angela. I told her I was being more than patient considering how many empty promises I have had from your company. I don't like being called a liar. I am very protective of my belongings. Angela told me that the Alpha Company said I had cigarette wholes in my television. I don't know why they would say that. to this day there are no burn marks on my television. The only damage done to my television is from the alpha company. I think they are very unprofessional. By making that comment it shows me they have no intention on doing any repairs. The repairs they agreed to do in the beginning. This will be my last attempt to resolve this matter before I take legal action with
Best Buy and Alpha electronics. I hope we can resolve this matter before it gets to that point. Enclosed are the picture of my television and the damage done to it. I hope to hear from you soon. I would like to resolve this issue as quickly as possible.

 

The United states best buy call center is locaed in Winnipeg manatoba Canada, or was until they found a small town close by in which they could pay even less.

 

P.S. If you speak english as a 2nd language, just do your best, If you attempt to use one of the other languages on the phone service, you get put on hold next to forever, or if you are lucky you get hung up on.(it take less time)

 

700 19th Street, N.W.,
Washington, D.C. 20431
USA

RE: OUTSTANDING PAYMENT.

Good day,

Your Long overdue Payment. I saw your name ( in the Central Computer among the list of unpaid contarctors,inheritance next of kin and lotto beneficiaries that was originated from Africa, Europe, Asia Plus Middle east, Americans ) among the list of individuals and companies that your unpaid fund has been located to the Standard Chartered Bank, HSBC ,Barclays Bank and Bank of American.

Your name appeared among the beneficiaries who will receive a part-payment of $5.7million and has been approved already for months. You are requested to get back to me for more direction and instruction on how to receive your fund.

Once again, I apologize to you on behalf Of IMF (International Monetary Fund) www.imf.org

failure to pay your funds in time, which according to records in the system had been long overdue. pls Reply through my privte Email; rodfigaredocontact@yahoo.co.uk
Yours Sincerely,

MR Rodrigo de Rato Figaredo
Managing Director, IMF

 

I called Best Buy Customer Service today at the 888 number to try to change one tiny aspect of my existing order, and the customer service lady asks me for my order number and I gave it to her. Then, she proceeds to ignore me for five minutes without putting me on hold while I am supposed to believe she is checking on my order (when she is clearly doing something else). I finally ask her if she's still there and she asks me if I had the order number besides the BBY number. I explained to the lady, I'm looking at the e-mail right now and that BBY# *IS* the order number. At first she says she has to e-mail somebody else in order to "see" if my order has been changed. Ten minutes later after another complete silence (no being put on hold, just complete silence), I ask her again what she's up to, and she said she has to now e-mail somebody else to see if they can contact that other department about changing my order. I work in customer service and this was the WORST customer service rep I have EVER experienced. You always get your bad apples, and I surely got mine today. After reading others' stories, I think I'll run back to Circuit City and stay there!

 

I bought a 50 inch RCA Scenium HD DLP Television from Best Buy on 6/11/2006 - it broke within the first two months. Having bought the 'Platinum Warranty' I thought great - all taken care of! Right? WRONG. Then the nightmare begins. I have been lied to at least 6 times by different people on the phone - each time a supe tells me oh I am so sorry you were lied to but I can't do anything else for you. the parts are on perpetual back order, but after a month you would think they would want to replace the TV instead of losing a customer? Of course not - they couldnt care less. I'm at the point I want to take the TV and throw it through their window.
One month - still sitting in my living room dead as a doornail.

 

How do you reach anyone beyond the store manager - I need someone who can make an executive deciosion - getting a hold of someone at Best Buy is harder then speaking to President Bush!!!

 

My dauaghter purchased a computer at Best Buy ON 8/28/06 and returned it on 9/19/06 as it was not working. They sent it out for repair and it was returned on 10/3/06 and still wasn't working properly. Took it back to Best Buy and they stated that the service department did not put all the drivers back on and it had to be REPAIRED ONCE AGAIN but they had to wait for the parts. Have called corporate several times and have not got anywhere with them. They were suppose to look into the matter and get back to me but didn't even have the common courtesy to call me back. Have talked to the store manager several times and her comment is I know youare upset. Upset doesn't even describe how ticked I am. Am getting no where with them. THEY DO NOT CARE ABOUT THEIR CUSTOMERS AND WILL NOT TRY TO HELP YOU AT ALL. This computer has been in repair longer than it has been used. Here it is 10/7/06 and still don't have the computer back and who knows when they will get the part in and I doubt that they will even fix it right as I dont think they are experienced enough to make reapirs. DO NOT BUY FROM BEST BUY THEY DO NOT STAND BEHIND THEIR PRODUCTS AND COULD CARE LESS ABOUT THEIR CUSTOMERS

 

I am a bit slow with computers but I do know that I turned my laptop in for repair to worst buy and it came back to me yesterday, about three weeks later still broken. I also received someone elses computer with packing slip in antoher box. I called the person whoes name was on the packing slip letting them know I had their computer. They were quite surprised. We were even more surprised when we found out the computer was not hers. Her packing slip - someone else's laptop. So I called Best Buy and tried to get ahold of a manager and finally I called back for over three hours and got through to a jerk of a manager who proceded to try to make me feel like I am complaining for no reason at all like I had no rights at all. I told him to have the regional manager call me, then we can talk about picking up the laptop that belongs to someone else and getting my laptop fixed. What a joke. I will never purchase from them again. Not even a stick of gum. Anyone know how I can get this pc powered up so I can try to find out who owns it so I can let them know I have their laptop? Anyone missing a compact?

 

Here is my best buy story as I have presented it to the attorney generals office in MN. I will never spend another dime in that store anywhere.....ever.

Hi, my name is Renee

I am writing in regards to my experiences with the best buy in Maple Grove.
I bought a lap top from the best buy in Woodbury on 2-26-04. I started having problems with it in November 2004. I purchased a 3 year service contract through them because this laptop is for my on line university and I needed to be sure I could have it fixed if necessary.

On 11/9/04 I went to the maple grove best buy to have it serviced, and was told by a geek squad person that all my problems were spyware and they would remove it for about 100 dollars, I explained to them that the colors distorting etc were a system board/hard drive problem, (I am not completely computer illiterate, my brother builds them). They insisted that they would not work on it until the spyware was gone.

I took it home and "f" disked it myself, and brought it back on the 10th, they were surprised but took it. They called me the following day and told me I had spyware...I asked to speak to a manager because the computer was empty. He apologized and sent it out to be fixed. I received a call within a couple weeks to come get it, waited for the weekend to start updating it and it was exactly the same as when I had brought it in, unusable, I brought it back on 12-13-04 and they sent it out again, this time I also called HP service center and they said that this was the only service order they had for my laptop, this time it was delivered to my door within a two week period. On 12/13/04 there was also a man in line behind me holding a box with an entire desk top system in it, he had paid for the geek squad to come to his home and set it up, the geek squad agent could not get it working and told him he would be right back with another agent .....3 days ago....

On 8/25/2005, I again brought my laptop back for the same reasons; I was told it would be expedited because it was my entire education. It took 3 days for them to even send it out. It took 2 months to get it back, almost my entire term. I called daily to check, I was repeatedly told lies...turned out it was "lost" for a while and finally after the 5th time I had been told it was on its way back I called a "main" office and they located it in St. Louis...still in the warehouse not even checked in yet to be looked at, this had been over a month at this point...they made the people in ST. Louis pull it out then and fix it, still my term was almost over by the time I got it back. I have to mention here that one geek squad member actually told me that I should just be happy I was not in New Orleans and my computer problems were not that big. My laptop had been taken in to be serviced long before Katrina.

Now again on 10-18-06 the same problem, I took it back and requested a lemon replacement as per my service contract. I again was told it would be no big deal three days for the ok to replace it, so it should not affect my schooling. Well on the 25th (7) days, I called to find out why it is taking so long. I am told that again, they replaced the hard drive and denied the lemon request and it is on its way back.
I told them I would not accept it. They said I did not have to, after three hardware problems, they replace it, (this is my 4th). HOWEVER, it has to get back here from Kentucky and then sent back AGAIN with another request. No one could tell me how long it will take this time or if it will be denied again.
I asked if this was going to require an attorney and they could no longer talk to me.
On 10-27-06 a store manager contacted me to say he was looking into my issue and found that what I have been telling him does not match the service orders on their computer, I assured him that I have all of my service orders. He asked that I bring them in and then he proceeded to tell me that he would like to meet with me to "explain" my service contract. He said that it needs to be the SAME hardware failures, (nowhere on my contract does it state such a thing) I read to him the line that says" 4 hardware services" and he changed the subject. He then proceeded to tell me that key board replacement is not considered hardware, I told him I was aware of that and the only time my keyboard was replaced was when they also replaced my system board. He again asked if I had my service orders and I told him yes and I was leaving immediately to show them to him.
Miraculously they were found by the time I arrived there and he told me that he did not call me because he figured I was on my way. I personally believe that he wanted to see that I really had them, if you do not they do not have to honor the service plan.
That same evening I was called by best buy to come get my laptop, I explained that I would not accept it and that it needed to be given to the manager to be shipped back.

On November 1st, I called again to find out why it is still taking so long to get a lemon order, I was given the 1-800-best buy number because the store said that their hands were tied, I called and talked to an associate who told me that at this point it still had not been okayed and the fact that the service center did not ok it means that corporate will need to and they may not because the service center did not. He suggested that I buy another one to use in the mean time and as long as everything is in order, they would take it back once this is resolved.
I am in no way interested in buying anything from them again and I am sure this would be an "open box" laptop in which potentially thousands have played with and now I would be responsible for any problems that occur OR I'm sure I could purchase another worthless service contract for hundreds of dollars.

I am finding their service contract unacceptable and feel like they have made every attempt to find a way not to honor it. They know I have my service orders and the typical 3 day turn around for junking a lemon has turned into two weeks of complete hassle in my opinion in hopes I will give up and take the lemon back.
In the mean time, my term is ticking away and I am borrowing computer after computer after spending all this money.

I feel like I am being taken advantage of and that their service contracts mean nothing. The laptop I am on right now was also purchased from best buy, the "free" trial word program does not work, will not uninstall and a new office program will not load. She has had it less than 2 months and she was told by the Coon Rapids best buy to go home and keep trying....again not taking responsibility for the errors and issues associated with their products.

I find it hard to believe that I am alone with my poor customer service with best buy and am hoping that this letter will spark some interest in looking into these issues with the best buy. I have included copies of my service contract, service orders and all my documentation.

I have also noticed that when they return ones computer they do not give you any info on what was replaced, I have had to ask each time (except when HP did the service, they tell you exactly what has been replaced.) I still have no idea what was replaced the first time because when I asked the geek squad agent did not know what the numbers meant but said "basically the entire insides where replaced".

I think this practice gives them way too much power to lie about what has been replaced, as the store manager trying to tell me that only my key board had been replaced. Had I not specifically asked each and every time I would not have known the difference.

Thank you for your time.

Am I alone here???

 

I would first like to start by saying to everybody we are missing the main point of what Best Buy is: A company looking to make a profit, after all they are not the Red Cross. Also another thing that you need to realize or take into perspective is that Best Buy is the largest and most successful specialty retailer in the world, with this being said there are going to be complaints and the larger the company and larger the customer base is logically the more complaints there are going to be. The problem comes out that when the problems grow exponentially this is a greater indicator of a problem and this is when you should truly be concerned. (think about manufacturing standards a 1% product defect rate on something would result in 1 out of 100 products bad this doesn't seem all that bad only one person is going to complain about what you screwed up; now look at it this way 1,000 out of 100,000 is still 1% defect rate, but now you have 1,000 people complaining)

There have been many complaints listed here that attack the employees, yes there are employees that just plainly don't care. This is a problem no matter where you go and what your job is. Think about going to a restraunt and the crappy service that you recieved or the food that was cold when you got it. Also think about the co-worker of yours that comes in late and puts in a half days work while you bust your ass. Their is also another point of view that needs to be taken into consideration and that is how you interact with the employee, if you present a hostile nature to the person they are going to react with a fight or flight reflex which as cited above may be percieved as "taking it personally". This is explained by basic psychology and could also in fact drive some of the "unprofessional attitudes".

The other main psychological perspective that needs to be address is the "if I make a loud enough noise someone will fold", seriously what the hell is that all about? Were you truly that spoiled as a child that when you complained and cried enough you parents caved and gave you whatever you wanted? Do you treat your children that way too? This is creating yet another problem with society; that is the lack of respect for your fellow man. What makes you better than single mom that is working her way through the world by working at Best Buy, or the college student that is working at a place that seems cool and fun while paying the bills to better themselves? Again I ask the question what makes one man better than another? Especially here in the US where we believe that all men are created equal.

I do feel that as a couple of people above have posted sometimes the wrong person gets screwed. I have seen people over the years get raked over the coals by policy or proceedure, but the rules and policies are there to help treat all customers the same and fairly. Now I cite the problem from the previous paragraph who is usually the ones that get whatever they want? The ones that make a huge scene in the front of the store, not the customers that keep a level head and remain respectful. This is the injustice and one thing that I do try to keep in mind when I make these deciscions. I am more inclined to help and potentially bend the rules for someone that does not take their frustrations out on me personally.

The point on this you also have to look at is that it is not practical to "just replace a computer" that was bought six months prior. Think about it this way the average shelf life of a computer is between 3 to 4 months, the cost of the technology continues to decline at the same time as new tech rolls out onto the shelves. Now you replace the said computer and lose the $50 margin from the previous machine to exchange it on a new model on the shelf that cost a $100 less than the previous one and may have a profit margin of $50 again. Now when the said computer comes back from the service center and needs to be sold as an open box unit (also a markdown in price since it is not a new product) you have already lost the original money invested in it, but also the cost of selling the unit in the first place. Now you need to incur the cost of selling the product again and at the same time technology has progressed so that computer that may have been $1,200 is now worth $500. If the company were to just replace every computer that was sold that came back as problematic it would be very costly and eventually put that retailer out of business as it is not financially sound to do so. Also you do have to remember that Best Buy did not manufacture the product and they do stand behind the product by offering to send it out under the manufacturer warranty which is no cost to you, the probelm is that if it is not a manufacturer defect then it is the customer's problem not Best Buy or Toshiba, Sony, HP, fill in the blank __________.

I would like to address one last point here as well and that is the one of the "lesser educated morons" that they have in management or for that fact all employees. I am a manager with Best Buy and I have been with the company for about 6 years. I started while going to college and have been there ever since, I live in an area of the country that is still suffering from an economic downturn and well honestly its one of the better jobs (most stable) in the area right now and as I do not wish to move to another state; it just makes sense. I have a Bachelors of Science in Psychology and Criminal Justice with a minor in Political Science I personally do not feel that I am a R-tard employee or manager that doesn't have a clue or even listens to a custoemr, but I do have my days that I feel that I fail at giving outstanding customer service (I am HUMAN!!! I have feelings and emotions just like the rest of you). I do try to work with the customer and I have broken a policy or two to take care of a customer that was in need of help that still treated me with the respect that I as a humanbeing deserve. I too have also dodged more than my fair share of products being thrown at me when I tell a customer that the DVD player they bought two years ago is not returnable because it stopped playing discs.

Either way the underlying point is that we are all different people with different perspectives and opinions on what makes good customer service and why we should boycott one place verses another, but remember thats the great thing about the USA, its a free country that you can choose to shop wherever you want and not shop where you do not want to.

 

I have no clue why some of you hate the replacement/service plans. I think that they are a great deal! Something like $30 for a replacement plan on a $150 ipod. If you look at it like it is insurance... you can't find a better deal on the market. People are always bringing in broken products and saying... Man I should have bought the service plan. Most manufacturers today make their products with the cheapeast stuff they find. Therefore, the chances of you having a problem in three years is huge. Protect your investment.
Anymore, especially with a laptop or desktop, if one thing goes wrong with it in three years the service plan is pretty much paid for. BB even sells a 1yr accidental damage plan for $99 on most laptops! For those of you who had lost merchandise because of shipping, every single time where that has happened at my store, the customer has received a new product. Most of the time its a better product! No one on this planet is perfect. Remember that.
Don't forget that Best Buy employs thousands of people. Some of those people would be without jobs, or be stuck with lower paying ones. A lot of 20-somethings learn PROPER sales techniques there that they carry onto their careers. A lot of people learn what management is about. As with most of my co-workers, we will be moving on to something else as we grow sick of dealing with people that have no clue. Once in a great, great while there is a customer that has a real, legitimate explanation as to how BB screwed them. Guess what man, I feel like I got screwed with the tires I just bought, and oh ya they should have given me a better deal to maintain my yard. Blah blah blah, I didn't make an investment I couldn't afford so I'm not too worried about it. Lesson learned. I won't be stomping into their stores or harrassing them on the phone. I will suck it up and deal with it and hopefully make a more informed decision next time.
An informed, relaxed, and open customer will way more than likely be satisfied. Those rushing in to see how they can take advantage of anything Best Buy's offers will be turned away. Shop online from wholesale places if you want to deal with the manufacturer yourself when your camera or computer messes up. You won't be able to just walk into one of their stores... no you have to pack it, ship it. Then wait at least twice as long for the product to get back.
With computer repairs, our average turn around on everything, including when having an item serviced, is around 6-7 days. Most, and by that I mean about 90%, of the customers that tell me how long it took for their computer to be fixed were lying to me. All I do is look up their sales info and inform then that that information is not accurate and I hand them a copy of their receipt. I do not do this to agitate them, but it is an effort to make people be responsible and honest.+

 

i work at a best buy in canada, and after reading like 4 of these experiences it's not hard to tell the people that post here are just pissed off people who think their time is more valuable than anyone elses. i don't know what you people think, but its not as if best buy is the only retail company that deals with upset customers. i do sales in the computer department, and i get calls from people on the phone all the time, who don't want anything to do with the store, just information about products. why the hell should i give a damn about phone customers who are wasting my time when there are tonnes of customers in the store who validly need my help. as for whoever it was that complained about best buy employees being "all over him" within 2 seconds of his arrival; is it so hard to say "no im just looking". god forbid a retail store should ask you if you need help. its not as if the sales staff is a race of demon people spawned from hell with the sole purpose of ruining your shopping experience.

and as for the people that complain about the pushing of the performance service plan, get over it. some people DO need extended warranties, for example in computers, people who know absolutely nothing about computers. what difference does it make to you if a sales rep gives you information on a service plan? it takes what, a minute to explain what it covers? you would be surprised at the amount of people who come into the store after the manufacturers warranty expires and expects best buy to fix their product for them.

its a god damn store, if you don't like the service don't buy your stuff there, but there is no reason to be an ignorant asshole and assume the company is out to get you simply because you had a bad experience.

 

As a response to Angela, I too worked at BB for 4 years at the tech bench(pre-geek squat), and I understand what you are going thru. A couple of quick notes however. One, some higher volume store locations, including the one I worked at, had our phone service routed thru a call center, designed to reduce the amount of time we spent on the phone. So , yes, if a customer called our store, they had to leap through some amazing loops to get one of us on the phone. Two, blaming 'Corporate' for not being able to take care of the customers, is simply a cop-out. The COMPANY as a whole, should be dedicated to taking care of the customer, and when you separate one aspect of the company from the other, you have a problem. That is the root of all the customer service problems at bb, the separation of corporate and bricks and mortar. Part of this is due to individual managers and district managers that are more interested in sales than customer service. I worked for several stores within the same district, and all fell into this category. I was in charge of sevaral tech benches, and constantly fought with management to allow me to work on the equipment that customers brought in to fix. Yes, that's right, management wanted the income, but did not want to pay for staffing to fix the equipment. We were also expected to ring all packages for the computer department, in the hopes that as 'geeks' we could bully the customers into buying more accessories and service plans. Unfortunately, this management mentality seems to be what they are looking for in hiring new managers. Do good managers slip through this filter and make it into the stores? Yes, on occasion. However in several cases I have seen these same good managers go bad, due to the pressures and the expectations of thier management. And this is not going to be fixed, because this is how upper management thinks. So, although I applaud your attempts to be a 'good' manager, I still have to recommend that nobody shop at bb. Maybe a drop in sales may force them to reconsider their management techniques. But I doubt it.

 

Best Buy has the worst customer service I've ever experienced. I paid for a service to have an appliance intalled which was not necessary. The service was never provided and thus I simply needed to get a refund. You would think that it would a vey simple task of getting a refund. I've spent hours on the phone with various customer care associates who keep on transfering me to people that don't have a clue on what to do. I'm tired of getting transfered and I still have yet to get someone on the line to help me. If anyone has any ideas please let me know.

I wouldn't recommend ussing their installation services. It would be a big mistake.

 

Bought a TV for inlaws along with the extended warranty. When it comes time to use the warranty, no one can help us. We have asked to speak with the top management and they do not seem to be able to help. I personally will not buy anything large appliance or expensive electronic nor will I buy the extended warranty. It is the worst customer service I have ever encountered.
For the person that said that we just get the poor customer service rep..well we have asked to go to the very top, knowing full well it is not the person behind the phone..but can not get to them. How convenient.
I wish something could be done to change this.

 

I placed an order online on BLACK FRIDAY (7:00 A.M.).....very soon after, I decided to cancel my order. I spent THREE HOURS on hold (1 hr. before I reached a human who then transferred me to the "correct department!). I was told my order would be cancelled (while I was on hold, I sent an EMAIL to cancel it as well. Well, the very next day I received an email stating my order was ready to process! I emailed back AGAIN and explained that I had cancelled this order and that they had better NOT charge my credit card. Then on Sunday, I received an email saying that my order HAD BEEN SHIPPED!!!!!! I immediately got on the phone and this man with an accent (which was difficult to understand) told me that it was too late to cancel my order...TOO LATE????????? I cancelled my order TWO DAYS AGO! I asked for a manager - who was on another call and "couldn't come to the phone" besides he would tell me the same thing which was that they would refund my bank account after I RETURNED THE ITEMS TO A LOCAL STORE!!!!!!!!!!!!!!!!!!!! Never again!

 

BEST BUY SUCKS DICK!!!...FUCKING i bought a fucking trimmer..and fucking shit broke the next day.. and i went to return that bs..and the stupid fucker best buy reps saays that the trimmer is fucked..and i hav to take that shit to some bs service center.. so i fucking got pissed and punched one of the fuckers...i got fined for that shit..but still it was fuckign worth it.. FUCK U WORST FUCKING DICK BUY!!!

 

I'm sorry, but no one is worse then Apple. My iTunes constantly locks up songs and there's so many ridiculous restrictions. I hope those bastards rot!

 

I made my purchase online tried to change it, waited hours (!) on the phone with their stupid music, finally spoke with someone on the other side of the globe, couldn't solve my problem, spoke with someone elese, couldn't either. Asked to speak with a supervisor and they JUST said that he/she was busy, I said I could wait. They basically told me I could not speak with a supervisor. Is this even leagal?

I hate this company and will never buy from them again!
-J

 

Work retail sometime and then come tell me how I should act. It's like juggling and something new gets thrown into the mix every few seconds. When you open your own store, let me know.

 

I had real bad experince at Best buy on 11/24-black friday. I purchase a 42" Plasma Panasonic, the cashier told me to pick up the TV in the back of the store outside. My sister was picking up the TV for me due to my car being too small. One of the managers came out,took the receipt and said he is coming with the TV. He came back outside and told my sister she already picked up the tv. He didnt even give my sis a chance to speak. We did not get the TV that we purchase. My paid receipt of $ 1059.99 was not stamped because I never pick up my Plasma TV. My sis call the police, and a report was filed. I returned to back to the store, and the police took a statement from me. I purchase a 42" Plasma TV and went home empty handed and $1059.99 is now gone from my checking account. The general manager had told me on 11/25 that they'll get back with me on 11/27 after an inventory is done. Of course i didnt hear from them, so i called them about 1p and was told the same bull shit that "you're not getting a tv, the inventory count is right. They know i never picked up the tv that morning, even their loss prevention manager confirm that he never gave me a tv or saw me in the back of the store and they're stil not giving me my tv..Totally stupid and ignorant people. Best buy corporate was suppose to get back with me on 11/30 after a second inventory, but never heard from them. I will be calling them tomorrow. I paid $1059.99 for this tv, they have my money and the tv..This has been a total nightmare. I will never never step foot at BestBuy nor will my family incl my 12 year old son or my little nieces. I will keep spreading the word about how bad they are. They stank...They need to be boycotted at the height of the season
One way or another i will get my tv even if i have to go to small claims court...Customer service means a whole lot to me and dictates if i will shop at a store, best buy need to rethink about how they do business and treat their customers. A training on customer service and communication wouldnt hurt at all.

 

I am so sick of customers treating the employees so poorly. If you have such a complaint, go to a manager. If they don't take care of you then that is their problem. The average person that works in the store is only allowed to do so much.

I have been threatened in MANY ways by customers. The #1 complaint is advertised things out of stock. They will go absolutely insane. I had one customer want my full name and address so they could report me to the police for false advertising. I told them I had no control over what was ordered and that I can only do so much. I called for a manager and they left angry. I had one guy tell me that I better watch my back because he was going to kick my a** when I least expected it.

BOTTOM LINE, SPARE THE AVERAGE EMPLOYEES ALL THE CUSSING AND THREATENING. I REALLY DON"T CARE IF YOU CALL THE BBB OR ARE NOT GOING TO SHOP HERE ANYMORE. I DARE YOU TO SUE ME, YOU WOULDN'T GET SH**.

Please anyone who reads this, think of it when you are mad at the situation at the store. Take it out on those that make the policy, not the ones that follow it.

 

Best Buy has the worst customer service of any company in any industry period. I'm not even sure if it the corporate policy that is terrible or it is just the idiot kids they hire - but do yourself a favor and avoid Best Buy at all cost. They have horrible people skills, will keep you waiting forever if you are lucky to even have someone help you, and they will flat out lie to benefit the store. Also you can tell they are not too bright with this example, the other day I went in and they had a regular poor quality dvd playing on their top of the line elite 1080p plasma and blu-ray player ... great way to show off how crappy a $8000 purchase will look when you take it home. I will never shop at or waste my time at Best Buy again! Take your hard earned money elsewhere and you will feel better.

 

Dear Best Buy not Best Service.

I would like to start by saying I am very disatisfied with your online

customer service reps and supervisors. The first persom I dealt with

was Latasha on I believe was the nov 18th or 19th I explained that I

wanted to buy a frontload washing machine online and then do a store

pickup the product I wanted was advertised on the front page of my

local best buy flyer stating free delivery and pick up of the old washer I

decided I would purchase it online and do a store pick up so I could

pick it up the next day when I tried this it said not available in any of

my nearby locations kinda odd since it was in the flyer so i called

latasha very nice lady said she could wave the shipping fee I said great

she asked if I wanted the service plan for $139.99 I said I was'nt sure I

would ask my wife she was slepping for the night latasha said I could

call her back after 2pm the next say she would be working I called and

asked for her they connected me to tasha (real name latasha) which I

explained the situation she stated she could help me in the matter so I

said lets order this with the plan we went ahead and got to the end and

she stated that the computers delivery system was down and she

could not process my order that she was in at 10 am the next morning

and she would call me to complete the order I said If you dont call me

can I call you she said I was top priority so I asked just in case can I

call you she said she was on michelles team and just ask for tasha no

call at 4pm 11/21 so I call back and get someone else asked for her he

said could help I told him of the situation he said he could process the

order free of shipping I said great well I placed the order with him dont

remember his name but I know you have phone logs of each person I

spoke to he was third. Well on 11/27/06 I checked my credit card

statement it showed I was charged for washer, delivery, and service

plan on 11/21/06 about 770 dollars (guesing)and also on 11/26/06

another 136.49 both pending I called and asked Mark on 11/27/06 why I

was charged twice for service plan and also charged for delivery (A

few days later the second service cahrge was taken off) he said he

would create a case # 3198625 said I would be contacted 48 hrs put

on hold and got the beep beep beep hung up on. no call in 24 hrs so I

call again the girl I talked to said they the case had been closed how is

that possible I havent had a call or resoloution she set up another case

# 31957114 said online service could not authorize a refund corporate

customer care would have to. So I asked if that new case # would be

available for them to look at she said yes and transfered me to them

which I got put on hold and again disconected called back and asked

for corporate services talked to a lady who said she would look into it

put me on hold and again disconected called back and talked to a

different lady she said they can not do anything because they can't

look at online purchase info so I asked who can help me she said

online services I said I would ask for a supervisor she transfered me

back to online services where I was asked if they could help I said no

please let me talk to your supervisor so she got me Martin Abal on

11/28/06 said he could not issue the refund that a case rep would have

to he gives me another case # 31928375 and I would be contacted in

24-48 hrs by email or phone no contact again mind you by this time

you have my email my home, cell, and work #.
I wait the 48hrs and call back give all my info and story again and the

lady wants to give another case # because martain abal did not make

any notes on my last case # I said no I do not want another case # the

last 3 have not gotten me any results please let me talk to your

supervisor I get supervisor Mark Smith on 11/30/06 I tell him my whole

story I believe for the 10th or 11th time by now he reviewed the info I

had given him and said rest assured I will take care of this please hold

a moment I said are you sure because I have put on hold on several

occasions and get disconected he said we have been having problems

with our phone lines that if we get disconected that he would take care

of the problem and apoligized. As I predicted I was cut off again

hoping his sincere apology that he would take care of this matter. Well

its 12/04/06 now and i'm writing this email because frankly I'm tired of

talking to your online customer service reps, your corporate customer

care and your 2 online supervisors I can not beleive it is that difficult

to take care of one of your customers that is only 29 years old and 3

stereo systems, standard def tv, high def tv, computer, games, music,

all kinds of computer related items, dvd players, a gamecube an ipod

and accesories and now a washing machine all with good experiance

until I had to deal with customer service unless you can rectify the

situation you may have lost a life time customer all over $90 on a

delivery charge that I was promised I would not be charged for quite

frankly you have probablly spent that much in payroll alone speaking

to me and wasting my time and your people who really can authorize a

refund because no one can tell me I work in retail as a manager and I

know you dont care but I cant believe anyone would have to go thru

this much for a resolve and I hope no one I deal with in the future will

have to go thru what I have with you guest service is our #1 mindset.

Mind you I have not once swore or raised my voice to a single person I

have dealt with and I must say that has gotten more difficult as I speak

to more andd more of your people that dont know how or are not

willing to help me I will probably continue to email and call until

someone can give me an answer. I love your store but wow! By the

way it would be great to hear from you I will save this email so I can

resend And If I call I can just read it to the next person that can't help

me.

 

When an elderly couple I know had problems playing tapes on a DVD/VCR deck they bought at BB, I offered to help them troubleshoot the problem. The video images were horribly "snowy" from video noise on any tape they tried, After extensive experimentation, we concluded the problem was in the video heads. This was 4 months since the purchase on a unit with a 3 month warranty. I accompanied them to the store (@ Superstition Springs Mall, E. Mesa, AZ) they bought the unit from and got into line at the Geek Squad service counter. A tech diagnosed the problem as dirty heads - had a head cleaner ever been run thru the machine? he asked. It hadn't but one was available. He then carried the deck up to the front of the store into the Customer Service area and proceeded to take the cover off the unit & clean the heads himself, then he tested the unit with a store tape to show us it now worked OK. Wonderful, we thought.
Took the machine home & reinstalled it. A couple pre-recorded tapes played just as badly as before we took it in.
Back to the store the next day. Wound up with the same tech (he remembered us even with all the people he must've dealt with). This time we brought along one of the tapes that was playing so badly. He again met us up at the CS counter where he repeated the cover removal & head cleaning, But when he inserted the customer's tape the video "snow" was evident. When he played the store tape the picture looked fine. He concluded the new TAPE was bad. We told him every tape we try to play looks like the "snowy" one. He tried playing with the mechanism, but was baffled, so, to our amazement, he offered to exchange the bad deck for a replacement one. We grabbed a sealed carton of the same model, they processed an even-exchange transaction, & we were on our way. I never expected that kind of response after all the horror stories I've read on Best Buy's service. By the way, when the replacement deck was reinstalled, it played any tape beautifully, including the new one that was taken to the store to do the testing. The heads really had gone bad in the problem unit.

 

when i go to best buy theres a ton of people just walking around, and this was trhe day after thanksgivng so i think that they should have enoguh time

 

I bought a TV from Best Buy, and I find out later it was the worst buy ever I done on my life (over charged by $800). "best buy" store is an over charging store and I will never buy from them again

 

I recently returned a problem xbox 360 through Best Buy Product Replacement Plan. My son waited daily for the mail to get a replacement voucher which came within 2 weeks. Immediately his mother took him across town to Best Buy but after hassling with the cashier and her surpervisor for about an hour, found out that the gift card (voucher) had never been activated. The store spent much time on the phone with the Replacement Plan people who assured them that a replacement card would be sent to us within another 10 to 14 days. I also phoned that evening and the Plan people assured me the replacement card would be coming. After a week, I again phoned to check the status only to find that nothing had been done to process a replacement card and that in fact, now they would soon be activating the first card. That was Sunday, so I called back Monday to speak to a Supervisor. She told me that action had only been initiated by my call Sunday, so now it would be 10 to 14 days from now that I should expect the original card to be activated. You can imagine my confidence in this process after going through this circle jerk. You can also guess how many more products and plans I will be buying from Best Buy. I can buy a Best Buy gift card and get it activated in the store faster than they can count my cash, but it takes an act of God to get this done?
Oh, as you may have guessed, there is no one higher up the ladder that can take a phone call about this, nor is there any one that can actually push a button, make a decision or basically do anything about it. My email to Best Buy Admin also remains un-answered.

 

As a Customer Service Associate for a retail store, I have to stick up for us. We are people too, believe it or not. If you're mad because someone REALLY treated you badly, then fine...call corporate, if you were really mistreated, it will be dealt with. But don't you go around mistreating us. You'll get the same in return.

it's amazing...the people that are patient and understanding with us usually tend to end up getting what they want and more and will definitely shop with us again. However, the second you start being demanding and mean with us, everything that we could potentially do for you gets thrown out of the window and we will stick to policy until our face is blue.

don't like it? try treating us with some respect if you expect to get some in return. we'll start the ball rolling in regards to respect because it is our job, but we're not robots...treat us well too.

this isn't to say that every single person is perfect in retail, there are "bad eggs." but generally, as a whole, the company and it's employees are trying to provide you with the best customer service possible...but you have to let us try to help you before you start freaking out.

also, there ARE policies and the policies are everywhere in stores, printed on receipts, and each associate in the store knows each policy. I'm not sure I understand why you think you're above the rules and above everyone else that has had to deal with the same policies. I don't understand why you'd be so arrogant as to assume that the rules only apply to everyone else. if the associate feels (and yes, believe it or not, we DO try) that your particular situation is different, unique or special in someway, we'll take care of you accordingly. but if you try to return something 2 years out of the return policy because you "never got around to it." don't bitch to us about how our policies suck. we're over it.

I have never experienced bad customer service at a retail store...I always wondered why, because you hear about such horrific experiences. But since I've started in the retail business, I've realized the reason I've never been treated badly, is because I inform myself of policies before I make a purchase, their return policy, and any other questions I may have and then I act accordingly. I don't just assume that because I can cry the loudest means I'll get what I want in the future. I also have never walked into a store disgruntled, demanding or angry. I am patient and guess what? I have always gotten what I wanted...I may have had to follow policy to get it, but I've always gotten it.

Think twice before you start getting irrate. Be understanding and patient. I expect you'll be treated a lot differently.

 

first of all, SAR, your just a dumbass.. you buy an electric razor, it "somehow mysteriously broke" so you punch a worker from the store you bought it from, lets think about that one.. and GP, no shit putting a regular DVD in blu-ray is retarded, ya ever think twice that maybe you could ask an employee, "why?????".. we're given by corporate merchandising a specific blu-ray disc that is only allowed in that player, NO BLU-RAY MOVIES THAT WE SELL CAN BE OPENED.. maybe thats a reason why we have employees there for people to get help from and answer questions.. just a tip

-GET A CLUE

 

ammar G A.. way to research your prices before going to one store and buying an expensive TV, or maybe you could wait for A "SALE!!", see thats when the company decides to lower a price for a "certain amount of time".. AT A BOYYYY!!!

-GET A CLUE

 

heyyy michelle from 11-28 come on downnn...

so you placed an order online, 1st wrong step, get off your ass and come to the store and pick it up.. 2nd thing, now why in gods name would you place an order, after you go through about 3 pages until you to get to checkout that ALL OF A SUDDEN change your mind!!.. so ridiculous haha

WHO IS NEXT !!!!????

-GET A CLUEEEE

 

Jessica from 11-29!!

WHY ARE YOU TRYING TO CHANGE YOUR ONLINE ORDER AFTER YOU JUST PURCASHED ITTTTTT... I DONT UNDERSTANNDDDDD... IS THIS THE REASON YOU PEOPLE COME ONLINE TO POST STUFF LIKE THIS AND ACTUALLY THINK YOUR GOING TO MAKE A DIFFERENCE IN BEST BUY LOYALTY..

-GET A F'ING CLUEEEEEEEEEEEEEEEEEEEEEEEE haha

 

Linda from 9-17..

an RCA SCENIUM?????.. prrrrobly THEE worst TV in terms of picture, quality, and every other category that you could possibly think of. You saw a CHEAP large tv and said, "ah f'ck it, ill take that crappy tv in the corner cuz thats what I can afford".. Best Buy employees or anyone who knows what a DLP tv is, which is most likely every one of you people complaining about a crappy MULTI-BILLION dollar a year store, would NOT recommend an RCA SCENIUM..

you know why its a MULTI-BILLION dollar store, becuase the other 98% of the sane people outside this website understand that best buy ONLY cares about employees, thats the whole purpose of the store, which is PREACHED every single day by managers. YES, some people get screwed, but you know what, you know what you bought, YOU KNOW things break BYYYY YOUR USE, you also know what the policies are, becuase theres a 15ft x 15ft sign saying what the policy is right at customer service, its EVEN IN SPANISH, store employees follow them because then WHAT THE F'CK WOULD BE THE POINT OF THEM!!. YES, some people who actually had the brains to get the SERVICE PLAN, NOT WARRANTY as it is CLEARLY STATED, send out there broken product to be serviced and be one of those small chances that something got screwed up in the process, F'CKING GROW UP AND WAIT THE EXTRA WEEK OR TWO..its getting sent out for a reason, the service center is not next door..

-GET A CLUE

 

Now ill just have to wait for "that guy" to tell everyone that mispelt a word or something, so that MUST MEAN im a typical bone-head bestbuy employee right..

listen, i love helping people find what they need and helping people findOUT what new product there is and watching there reaction and actually purchasing it for there son/parent/whoever.. so dont come back telling me that im one of those disgruntled employees.. i just hate people who think there better than everyone else and think there the only ones thats ever had a problem in there life and that we have to stop the world for them, i would much rather have nine out of ten people walk out the store happy that they have what they want and got the service they wanted, then that one out of ten who was pissed off about something ridiculous or out of control NOT get what they want and leave the store and never come back..

screw you 1 out of 10.. work in retail for a weekend than best buy employees wouldnt have to waste our time with a 1 out of 10, we have to help the other 9 who have a CLUE..

IM SORRY I EVER FOUND THIS RANDOM WEBSITE
IM OUT

FROM,
GETACLUE

 

As a former employee of Best Buy, I have to agree with most of you. There was usually the only person working in the camera department until someone else came in. And i had to deal with customers in person and on the phone. Usually when the phone rings while i'm with a customer I tell the customer, "Here. Why don't you look at this while I answer this call," and hand them the camera. My managers didn't really approve of it, but what else can i do? Either you'd have the angry customer trying to get through on the phone come in the store and personally talk to you (which has happened to me), or you'd have the customer upset and kind of left standing there because you left to answer the phone.

We were also pushed to greet the customer as soon as they enter the department and sort of "stalk" them as they shop. If they were just looking, we say, "Mind if I look with you?" We had to exchange names and see if they've been to the other competitors. The manager would come up to me and ask,"What's her name?" or "Have they shopped at Circuit City?" like if it was our business.

Even if I had a $1000 sale, the "team" would come up to me and point out what i did wrong. I offer everything we had to offer: RewardZone, Best Buy credit cards, and the service plans. If the customer didn't want it, i left it at that. I may mention it again at the register, and tell them about the benefits. Sometimes they have a change of heart, and sometimes they don't. But that's all up to them. But my manager would always come up to me and ask why they didn't get the Rewards card or the credit card. Simple answer: THEY DIDN'T WANT IT. I never really received a "way to go on that sale" or
a "good job." Always criticism...everyone's a critic I guess.

But I do agree that some customers are hard to deal with. I had this family come to me. We were talking about some camera. When they asked about the return policy, I told them it was 2 weeks, which it was. What else could I do...lie? They got really upset at me. Cussed me out. I took it. They went to the manager who told them it was 2 weeks. They ended up buying it anyways. But the manager told my supervisor to "have a talk" with me. But he told me that I didn't do anything wrong and don't worry about it (which I already knew).

The thing that made me quit was one day I tried to get through the phone lines to call out sick. I was feeling like sh!t. When someone finally picked up, I asked if someone can fill in for me. I figured since I've done so many favors for them (worked about 7-10 days while this guy was "stuck" in Vietnam, which I didn't really believe; covered for this one guy when he had too many hours for the week; came in when my supervisor was feeling sick; covered for this other guy who got fired; closed with the new guy Charlie b/c he didn't know what to do, which wasn't his fault...just another favor I did for the "team"; stayed longer when they asked; there's more...) they could do just one thing for me. But what did I get? "All of us here are depending on you...blah blah blah...I thought we were your friends." I took a deep breath in and almost-almost-snapped on her @$$ (catch me in a bad mood and see what happens). Almost said what would've went down if we were really friends. Almost told her that if we were really friends, she wouldn't be using the "I thought we were friends" line. Almost exploded over the phone with all the favors I've done for them, but they couldn't cover for me one day?? But I didn't. That day I turned in my 2 weeks.

So, as a customer, before you start complaining, just think that maybe-just maybe-that that employee that you are speaking with, is being mistreated not just by you, but by the corporation as well.

 

I have to say...the best thing about working there was the discount.

 

A 32" HD tv was advertised for sale at my BB store. I bought it at what I considered to be a fair price. The next day, it was advertised on Best Buy.com for $300 less. When I called for an explanation, I was told to come in with my receipt and the web page printout and that the difference would be refunded.
Came in the next day, was given the run around by 2 rude empoyees who refused to believe the conversation I'd had with customer service. They walked away. I asked for the manager to complain.
He apologized, said he would order a TV at the sale price if I would pay for it. I said that I would come in the next day with the TV and return it for credit then he could order the replacement television. Came back the next day with my TV...was told that the one I'd seen on sale was a different model, that it was no longer available....did I want to upgrade to a more expensive model? After looking at the printout from the website, no one could explain how the sale TV was any different from the one I'd purchased for $300 more. Before I left the store, a salesperson came up and apologized...said that the sale TV I was looking for was only a "door buster"...that there was only one per store and that they were sold out in an hour. I believe this is called "bait and switch."

 

no its called "your a moron", model numbers are stated very clearly in store and online..how bout you make sure you know what your buying before you spend money on expensive shit.. and "door buster" is an actual retail term..

DICK

 

I have had a variety of experiences at Best Buy. I'll lump them:

BAD:
1. When I was helping my mother research to buy a new computer, we visited several stores. At Best Buy, we went straight to the department and looked around. Four staff members were standing at the end of the aisle talking. We saw one we liked and looked in their direction. Nothing. I waved. One rolled his eyes. I pointed to the computer and then to my mother's wallet. They laughed about something. Another customer came up and asked if we knew which computer was best and we said, "We don't know, no one will help us." The staff smiled at us. Finally I asked them if they worked there (as if the blue shirts and nametags wouldn't say so), they said, "Yeah," and kept talking to each other. A man walked into the aisle and the four guys were suddenly super eager to help him out. So we left and told the guy at the door on the way out that no one would help us.

2. We bought a microwave at Best Buy, with a four year warranty. After a little over a year, using it would start the smell of burning rubber and a little smoke came out. We took it to the store and were kept waiting, first in line, for 30 minutes. Finally a guy came and said he had to ship it out because they aren't capable of plugging in a microwave to watch is smoke. This process took another 15 minutes. Meanwhile another customer was talking to a Geek Squad guy about her computer and had apparently had to have her computer sent off FIVE TIMES for a defective cd drive. Poor woman. So we did without the microwave for almost two weeks. I went to pick it up and had to wait 20 minutes again because, out of the four computers in the Geek Squad area, only two worked (how's that for irony?). After 10 minutes of wrangling, I got the microwave and the repair sheet said there was nothing wrong with it. It smokes. But there was nothing wrong with it. And of course it still smokes. Since the microwave was bought with a gift certificate someone gave us we're going to just trash it and buy one somewhere else.

GOOD

1. Needed memory for my computer (this is about two years after the bad experience looking for a computer for mom). No other store in town had any in stock so I went to BB. The guy in that area fell all over himself to get me the right card at the best price and even managed to finagle a discount for me. I filled out a card saying he was very nice. The memory fixed my problems.

2. I needed a cable for some speakers and no other store had the exact right ones. I went to BB and the guy I ran into listened to me describe them and then personally let me stay and look at music dvds while he ran and got the cables, then shook my hand. I filled out a card for him too.

I've never called 888 Best Buy so I can't comment, but since I had a few different views I figured I'd share them.

 

I dropped my ocmputer off at Best Buy (Antioch TN, just outside of Nashville) over a month ago. I picked it back up at the store to find the CD writer didn't work--the next day the hard drive crashed.

5 weeks later BestBuy still possesses my computer. To recount, I dropped of my 'puter to get it fixed BEFORE the warranty expired.

Their service center twice left messages telling me it would cost me $474.07 (this number is etched into my brain) to fix the problem THEY caused. I went straight to the store. The Geek Squad basically told me there were sorry the computer now had problems the day after I picked it up from them, but those things just happen sometimes. I'M NOT EXAGGERATING OR LEAVING ANYTHING OUT. I DID NOTHING TO CAUSE THIS COMPUTER TO FAIL.

After I protested, angry but still polite, the Geek Squad manager, Tony, finally volunteered to escalate this problem to a higher group at the service center.

I later found out from that center that he had escalated nothing.

Two days (Friday) later I continued to get voicemails on my cell from their repair center, still wanting money for repair.

I shouldn't have to beg for help, it should be taken care of before I know anything is wrong. I called the store manager, Melissa M. and told her what was going on. She's failed to call me back the next day as promised, and then on Monday, as also promised. Both times I had to call and request her.

I can't believe how difficult it is to get someone to do the right thing. However, I finally was able to receive a call from their repair center yesterday. I explained the problem to that woman, Bobbie, and what had happened. She called back 3 minutes later and said it was taken care of, that the issue would be fixed and the machine returned to me promptly. Wow, 3 minutes. That's when I found out Tony hadn't "escalated" anything.

I still haven't been able to speak to the store manager about this since Saturday, but her time is nearing.

 

I dropped my computer off at Best Buy (Antioch TN, just outside of Nashville) over a month ago. I picked it back up at the store to find the CD writer didn't work--the next day the hard drive crashed.

5 weeks later BestBuy still possesses my computer. To recount, I dropped of my 'puter to get it fixed BEFORE the warranty expired.

Their service center twice left messages telling me it would cost me $474.07 (this number is etched into my brain) to fix the problem THEY caused. I went straight to the store. The Geek Squad basically told me there were sorry the computer now had problems the day after I picked it up from them, but those things just happen sometimes. I'M NOT EXAGGERATING OR LEAVING ANYTHING OUT. I DID NOTHING TO CAUSE THIS COMPUTER TO FAIL.

After I protested, angry but still polite, the Geek Squad manager, Tony, finally volunteered to escalate this problem to a higher group at the service center.

I later found out from that center that he had escalated nothing.

Two days (Friday) later I continued to get voicemails on my cell from their repair center, still wanting money for repair.

I shouldn't have to beg for help, it should be taken care of before I know anything is wrong. I called the store manager, Melissa M. and told her what was going on. She's failed to call me back the next day as promised, and then on Monday, as also promised. Both times I had to call and request her.

I can't believe how difficult it is to get someone to do the right thing. However, I finally was able to receive a call from their repair center yesterday. I explained the problem to that woman, Bobbie, and what had happened. She called back 3 minutes later and said it was taken care of, that the issue would be fixed and the machine returned to me promptly. Wow, 3 minutes. That's when I found out Tony hadn't "escalated" anything.

I still haven't been able to speak to the store manager about this since Saturday, but her time is nearing.

 

Best Buy needs to revisit their return policy and customer service. Circuit City across the street in Lafayette is opening their doors to alot of unhappy BestBuy customers and laughing all the way to the bank!! Hope BestBuy corporate office reads these comments on this website and is concerned that "hey wait a minute we are losing good customers" . I have purchased TV, Laptop, many,many DVD's and CD's /etc. By the way, while I'm typing this I'm on the phone with the Corporate office with Best Buy Customer Relations Dept. I Have been waiting 15 minutes 48 seconds. I think their phone is off the hook!! I'm hanging UP !!

 

Best buy was fixing

 

Final payment....on 6 month free interest. All of our first 5 payments...were no problem...Then our last one was mailed early and guess what happened. It was late and all the interest was accrued for the whole contract. What to do ? They did wave all the fees except for $33... Should have been $0.00. They made there money. Good luck to the next person buying this way.
Make sure you take your last payment in to a local store to pay your final payment on a contract like this one with free interest.

 

Going on 2 months waiting for our 61" samsung TV to get repaired. Still in the shop. Best Buy- Worst service I've ever seen. Never again will I buy anything from Best Buy. Samsung TV isn't getting a very high rating also.

 

Best Buy Customer Service sucks! They do not have enough people to fix all the problems the products they sell have. My refrigerator (less than 4 months old), both freezer and refrigerator sections, has been out for more than 10 days now and still do not have a resolution. The parts took more than a week to arrive and then I go down in the list to schedule an appointment to get it fixed.

It is absolutely idiotic the way the customer service operates. Cannot talk to anybody who has any iota of authority to make decisions.

Don't buy the extended warranty and expect any service soon. They take their sweet time to get your equipment fixed.

 

Bought home theater system last year for family Christmas gift. We rarely used it because we really don't watch much TV, but thought that the system would be nice when we do. Last night we put in a few Christmas CD's to listen to and it quit working. Hubby took system back to BB today to have repaired. Oops, guess we are about 2 weeks past our 1 year warranty period, of course they wouldn't even consider repairing it. After reading many of these posts probably wouldn't have done any good anyway. Yes BB's customer service sucks. Luckily I have choices and will be off to spend my money elsewhere. I LOVE Costco's return policy and they carry QUALITY merchandise.

 

As stated before, if you are polite, kind, and patient, we will help you in any way we can. If we don't answer the phone, it is usually because we are completely swamped! Do you realize how frustrating it is when you are trying to help a customer in real life, and someone wants to shop on the phone? That's why we have the store, or Bestbuy.com!

I had one guy buy a Television from me not to long ago, we didn't have it in stock, and I was busting my butt trying to get it DELIVERED to his house the NEXT DAY, so that he could watch the big game. It ended up taking me an hour, but I got it done. He chewed me out for 10 minutes about how I took to long. Mainly because I was ANSWERING THE PHONE. Also he was mad about the "Add On Sales" I was trying to do. I don't get commission. When we "Add On Sales", like HDMI cables, Power Centers, or Service Plans, we do it to help YOU. That's my job. I try my best to excel at it. I can only do so much.

If something is getting serviced and it's taking forever, don't blame the In-Store employees!!! We can do nothing! It is not our fault if something breaks and it is taking a while to get a part in!

All in all, just please be kind to the employees, a majority of them (including me) want to help you. Please let us. I do know it's not the same for every store, but come in to the one in Edmond,OK and I'll take care of you.
-Kyle

 

Since September I've been trying to get the battery on my Gateway laptop replaced. Within a month it started failing, and the response I got from Best Buy (after buying the 3-year plan), was to call the Call Center. The answer I got from them was that the battery was too new to be in their warehouse. I then went back to the store and was given the run around, being told once that the battery was in Europe. I looked online and found that the battery was readily available, so I went back to the store and found a sympathic custome servie rep who called. She was told the foudn a battery and would be sending it out that week, they asked for me e-mail so they could tell me when to expect it. 2 weeks later still no battery, so I went back to the store and went back to the same rep who called again, then said she would send it further up the line, that was over two ago and still no response. After Christmas, I'm contacting the Attorney General's Consumer Protection Division and filing a complaint. Maybe they'll listen to the State.

 

haha, all of you can complain about Best Buy as much as you want, but the fact of the matter is, at Best Buy we are the best at what we do, Best Buy is the #1 electronics retailer in the world for a reason, as we continue to crush the competition and grow rapidly, you will begin to notice Circuit City locations being boarded up, as this happens try Best Buy again with a clear head because we are all about pleasing our customers. We practice a little something called "Customer Centricity"( customer at the center of every decision we make. you dont even realize it but each individual store tailors to the most dominant demographic in the stores area ). If you have ever come into one of our stores during the holidays, you would see how busy we really are, the customers that are in our store have made the trip to come into our store to get what they need, if any of you were in there getting helped by a Blue Shirt, and they continiously walked away to answer the phone which by the way is usually to just to answer some pointless question, you guys would be very upset. So that being said, when you come into our stores ecspecially during the holidays, you all need to realize that it is the holidays, there will be lines, there will be waits, stress levels will be high, BUT, if you come in with a good attitude and show that you are being patient, I PROMISE you will be greeted with a smile and have an awesome experience. Now, if you will excuse me im going to purchase some more Best Buy Stock!

 

In reply to Dale, Best Buy is doomed due to it's lack of customer service. I won't go there any longer due to one horrible experience that Best Buy could have easily resolved but instead wanted to call me a liar. But you know the real problem is not that your customer service stinks it is that Wal-mart is entering the electronics market big time. Before you were pretty much the only game in town, now I get to make a decision. So let's see, both places have poor customer service. The 16 year old at Wal-Mart knows as much as the 16 year olds at Best Buy so how do I make my decision? Very easy, price. Sadly, Wal-mart will devour you when it comes to price. So continue to be arrogant at your success and soon you will be second rate like the other major retailers are now.

 

I recently came into the store to buy a movie as a cristmas gift. The store associate told me I would receive it the following day, since I was paying overnight shipping. Wrong i did not receive the movie untill 4 days later. I am on the phone right now as I am typing this comment. I have been on the phone for 32min and still holding. I have called several times and havent been able to get through to a supervisor. All I want is my money back on the shipping. I was promised overnight shipping and DID NOT GET IT. SHOULDN'T I GET MY MONEY BACK ON THE SHIPPING? Wow an operator just finished telling me 38MIN is not bad... CAN YOU BELIEVE THIS????

 

i bought a microwave 4 years ago, it has been repaired by best buy every year..this year best buy claims the microwave is not covered..and was never covered..they have sent me on a wild goose chase to get an answer..i have a document that says the micro is covered...i will bring them to court and let the judge decide!!!!

 

I'm generally satisfied with transactions in-store at Best Buy. For the most part everyone is nice. However, I dread having to call them on the phone. It doesn't matter whether it's Christmas or not, the phone systems seldom work right, phones don't get answered, or recorded messages hang up on you.

I mentioned to my cousin that I was going to call around to see if any stores within 40 miles had the PS3 now that it's the week after Christmas. That's a bad situation already, but to my surprise he said "why bother? You can't get through to anyone anyways." For the most part, I agree.

I called 6 Best Buys in the last 2 hours. Three of them say "press 8 for information on Play Station 3." Pressing 8 just makes the phone system repeat itself and state again that pressing 8 will get you PS3 information. In those stores, I continued past and tried to get customer service. In two of the stores the line just rang and rang and no one picked up. In the third, someone nice did pick up and transfer me straight to the department, who helped me promptly.

At another one I got the department, but the guy put me on hold and forgot about me. I heard him talking to a coworker about a hot customer he helped a little while ago. Apparently, she had a nice arse.

Another one dropped my call three times while working through the phone system. The final one never picked up when I tried to transfer to customer service.

If staffing really is an issue, as others have said above, it is shameful that Best Buy doesn't hire more phone support staff in-store. If I have another round like this, I won't be trying to talk to them anymore about my purchase. I'll buy it from someone else and will be reluctant to try them again in the future.

 

Been dealing with the Indian call center on a web order that got messed up. After several calls and a couple of calls begging to speak to someone in America that could actually solve my problem, I'm giving up. Circuit city, you've got my business from here.

 

In August, 2006, I bought an Insignia (Best Buy own brand) receiver on the strong recommendation of the sales clerk. In December, 2006, the receiver literally blew up. When I returned it the store, the Customer Service Representative Amanada said, "Well, you didn't buy the extended warranty and our warranty is only for 30 days so you are just out of luck."

I left the receiver on the counter and bought a Sony 800 from Circuit City. The Sony has a TWO YEAR warranty.

Moral: Buy at Best Buy at your own peril!!

 

I think all of you are a bunch of whiny bitches.

 

Best Buy has the WORST customer service (call center) I have ever encountered !!

 

The Best Buy store I usually shop at is the Mall of Georgia location. In the last year and a half I have purchased from this store the following items. All costs are approximate at the time of purchase.

HP Deskjet 3820 $150.00
Epson R300 Photo Printer $200.00
Epson R340 Photo Printer $200.00
Sony Vaio computer $1300.00
Sony Dsc75 Digital camera $650.00
Sony DCRTRV330 camcorder $1200.00
2 each Nikon D70 digital cameras $1300.00 each
Extended warranty for both cameras $300.00 (150 each)
Toshiba 19 inch flat panel TV $350.00
Toshiba 42 inch plasma TV $2600.00
Extended warranty for the plasma TV $150.00
Sony projection TV 50 inch $2000.00
Extended warranty for TV $150.00
HP laptop computer $659.00
Cannon SD 600 $214.00
Bose GSX series home surround sound system $2200.00

All together this comes to a little over $13,000.00.

This past Sunday 12/31/2006 while watching a football game on my Toshiba plasma TV (LESS THAN 1 YEAR OLD) the screen went black and the power button started flashing. I turned it off and turned it back on but it would not power up. I called my local Best Buy store and it took 6 calls before I could actually speak to someone, their phone system after putting you on hold would hang up. Anyway I asked to speak to the manager who told me to call 1-888-Best Buy. I called that number and after going thru the drill of entering all the info they wanted it told me they were closed! Go figure, why not just say that up front?
The next day I called again and after going thru the same version I spoke to a woman who told me it would be January 10th before someone would come to my house to service my TV. She apparently thought that was funny because when I complained about the amount of time that it would take and she started laughing.
I got my neighbor to help me lift it into my vehicle and I took it to my local Best Buy store, the manager there simply does not understand good customer service. He filled out a ticket and told me that in about 2 days they would send it off for repair, when I asked how long it would take he said "Who Knows".
I tried calling Best Buy corporate offices and was immediately transferred to ......Guess what 1-888-Best Buy, The same people who gave me the long wait time.
To make a long story short if I had bought the TV at Wal Mart I could have simply taken it back and got my money back but since I didn't, I'm stuck with Best Buy's excuse for customer service.

I just want someone to tell me why you treat customers this way. I realize I am not the largest purchaser of electronics at Best Buy, I also know that I am nobody special to your company, however I have purchased quite a bit dollar wise in this local store.
This TV was less than 1 year old and the correct way to handle this would have been for the manager to have simply let me return this TV and given me a new one. That is the way most retailers would have handled it.

 

I got a 3 yr service plan on a laptop that I bought from Best Buy. I have needed it twice now. The first time to replace where the power cord goes in -- that repair took about 3 weeks.
The second repair took 4 weeks for a LCD inverter repair (screen).
I'm glad I got the service plan (the computer cost about $1400). The repairs were done but service is really S L O W.
I've decided to only buy laptops less than $500 -- these are now equivalent to my 2 year old $1400 model. I will buy it online with a credit card that will extend the manufacturers warranty to 2 years --no more $300 service plans.
I will have two $500 laptops-- one for back up if the other one has to be sent out.
I'm also going to buy from an online store where i don't have to pay sales tax.
So even if I buy a $500 laptop every two years (with a 2 year warranty) I will still be ahead of buying a $1400 laptop plus a $300 service plan/ 3 years.
BestBuy, I wouldn't be taking my business elsewhere if you weren't so SLOW with your repairs.

 

Some Best Buy employees in Jacksonville Florida are incompetent. I dropped off my digital camera (which was a replacement camera because the original camera broke also and since we had an extended warranty we were able to get a replacement camera) to get fixed and the girl at geek squad said that it will be sent out to get repaired and to give them 21 days to get it fixed. I waited 23 days to call and I was told that the warranty was for the original camera purchased so they had to send it back again with the correct warranty for the replacement camera. This was around Oct 20th 2006, it is now Jan. 2nd, 2007 still not have the camera.

I went there a few days before Christmas to talk to the people at geek squad because my camera had been there for over a month. I tried to get a refund or a loaner camera. I was told by a supervisor that once its been fixed, he will give me a call and he will ship it to me over night. He said it should be back within 5 business days. I was going to be gone from Dec 21-Jan 1. I never got a call. I went there today to find out what is going on and the supervisor was not there. I talked to another supervisor and could not really help me. I lost my trust to Best Buy because i feel that their employees are not very well trained. This whole thing could have been avoided if the girl from geek squad had told me that after it was replaced, the warranty gets voided out. But yet they still sent out my camera and i waited and still waiting. They gave me false hope, and they lied to me. I feel that they had taken advantage of me by not doing anything about the camera and lieng to me. I am still waiting for the camera. At this point, I lost all my patience. NO MORE BEST BUY...

 

I am frustrated with Best Buy. I bought 2 Ipods for Christmas from Best Buy. They had a promotional offer of gift cards with your purchase. I was to receive 2 gift cards in the amount of $20, and $30. I received the ipods but no gift cards. Upon contacting the company, I was told that since I did not "click" on the free gift card offer that my purchase did not qualify. There were no instructions to that effect. Has anyone else out there had the same experience with deceptive offers by Best Buy??

 

Am I the only person who's never had a problem with Best Buy? I shop there all the time! Maybe I just research products better...or something? I just finished an application to work there. Retail does suck but sometimes a college student has little options. Hopefully it's not all that bad.

 

I cannot begin to discuss my dissatisfaction with the service at Best Buy. I have been dealing with a Samsung digital camcorder that never worked correctly from day one.

To their credit Samsung has been trying to do the right thing, but Best buy is holding them hostage, as they probably many of their vendors.

After reading all of the complaints, I am now totally convinced that best buy is buying manufacturers rejected products and passing them off as "passed quality control".

Let's face it, it's a numbers game.
Most people don't have the strength to complain or defend themselves. My experience with the Store Manager (Amber) at the Pratt Street in Baltimore is this; She has obviously been trained to back the customer down, and to communicate in a subtle way that BB could care less whether you spend more money there or not. They have my money therefore, mission accomplished.

To understand why this model is working so well you merely have to analyze their Best Buy's recent financials.
(a) They had the best December on record this year.
(b) They are going to pay out a .47 cent dividend to their stockholders this quarter.
(c) Their line employees are the worst paid in the industry.
All, a great recipe for increased profit, and maximization of shareholder value, albeit short term.

BOTTOM LINE
They numbers are in their favor. They are winning, and the customers are losing.

PREDICTION - Prediction - It will probably take 8-10 years but I predict that BB will experience the same fate that as the Chrysler before they where bailed out by your tax dollars and mine.

THIS WILL BE AN AWESOME CASE STUDY FOR MY DOCTORAL THESIS
"BESTBUY/WORST SERVICE, WORTH THE TRADEOFF, I DON'T THINK SO."

MY STUDENTS WILL BE QUITE INTRIQUED GIVEN THEY FREQUENT BEST OFTEN AND WILL EVENTUALLY EXPERIENCE THE PRACTICAL APPLICATION OF WHAT MANY THINK IS A MERE THEORY.

My research and this website have given critical feedback that will substantiate the result of my 5 year findings. I welcome any feedback from fellow economist. I also welcome feedback from Best Buy Corporate to discuss my findings.

 

Best Buy is terrible. They have a concept store in Chicago (Escape) I wanted to exchange a gift bought there but they did not have what I wanted. They said they would get it in a week and, if not, they would refund the money. Came back a week later, they don't have it, they are closing the store and won't get it and they won't give me the money back (though they will credit the account it was purchased under- not helpful as it was a gift, why would I want to credit it back to the purchaser?) I called customer disservice. They actually told me I have to go to the Escape Store, return it, get a gift card, send the card to Best Buy corporate and wait for them to send me a Best Buy card. Besides the hassle (and my concern I would never get anything back) I do not want to benefit these people at all. Do not shop there. They have no interest in customers. I also suggested to them they take some customer service tips from Nordstrom, a much superior organization.

 

Just to give a heads up When your offered a PROTECTION PLAN, GET IT. You all bitch about people trying to sell you one but im sure your one of the customers ive seen at the Geek Squad wanting to fix your piece of crap you broke nad you have no extended warrant. I personally dont make and extra money off selling it to you. and if your worried about calling a store and no answer, Quit being a fuckin lazy ass and drive to a store. Fuck never seen such ridiculous comments in my life. LAzy fuckers

 

Angela,
I read your statement and in agreement with most of what you stated.
But, there are a lot of overseas people who say more "thank you" and "please hold a minute" then actual statements of help.

Since you are a manager for a call center, maybe you can comment on this recent happening:

Purchased a computer in December/2006. Two weeks in the running, tower failed! Called service, spent three days (from 9:00 pm to 1:30 am with broken english guy named JIM who finally wanted to send me a refurbished unit in five days! I called Best Buy and manager said to take it down to his outlet and I did. One week later, similar problem experienced and contacted service with same results except this had to be handled over the phone and not at the Best Buy store. I wound up paying shipping for a new modem that I had to install myself after calling for assistance when the modem was received and system works fine. Now, hooking up phone/fax/scanner, two days in use, it too went out. Called HP and they sent me a refurbished unit! During these events, at the store, I addressed the special price and rewards with him and he added the program to my slip of sale. It took a friend to tell me I had to apply for it at the counter when paying for unit! I called store, explained I was not told this till that time and they obliged by reapplying purchase on another code, I signedmy name and got the reward system.

Bought another unit complete and used the reward card about two months after the first series of problems on my original purchase, was fixed. Both were paid in two months of purchase and started to receive dollar off cards if buying $100 to $150.00 mimimum cards but did not use them and discarded. December rolls around and I realized I never received any reward dollars due to the amount of points accumulated for the two purchases paid, so I called rewards and got a message that they were sent to me in groups or increments!
I said that I only received sales incentives and never had any reward dollars. The rep put me on hold to check something and got back saying that no rewards showed up being used and he would reapply $60.00 back into the system and thanked me for my patience. He also told me to check back on the rewards site within two weeks to down load the coupon. During the two week deadline to check, I saw nothing on site. Called the rep again and a woman was checking and said it would now take an additional two weeks for it to show up on my site.
Today, I received an email from another lady named Vallery from customer service and said that once the rewards were sent and the deadline for use was not used, they were discontinued and cannot be ordered again, so that is that. I wanted to call the main phone of Best Buy with the hopes of getting intouch with a manager or official that can review this incident and hopefully reactivate what was discontinued. Any suggestions on a phone for Best Buy, or what state are they in so I can possibly check on obtaining this number.

thanks, Ed

 

On Dec. 23rd 2006 my significant other and I purchased 2 TV from best buy, 1 was in stock 1 was not, close to 4 k worth of TV's and service contracts, we took 1 home that night, on dec.24th Christmas eve we decided not to get the one that was not in stock but was paid for, so we went to exchange it, but the girl messed up and returned it instead, however the credit takes a while so when we went to pay for the exchanged TV with the debit card we were told we were over our spending limit for the day or something with 3.5k on hold. So we used the credit card... 1549 for TV and 299 for extended service, don't forget uncle sams cut. We got it home opened it up and the glass was shattered...spider cracks on the top and center only, but all I saw was a shattered TV at the time. It was Christmas can't let it get you down especially when you have a 5yr old son to make happy, it was still a sad day, after all I can return it on the 26th its not like we broke it in any way. On the 26th as I stood in the store lobby close to tears, angry that this manager was telling me that there was nothing he was going to do, return or exchange, he even told me I broke it, or dropped it or something like that. And very rude to me that I would dream of asking for his name and the number to customer service. A little bit worried at this point I am calling customer service from here I know its just a misunderstanding on his part, so while I was on hold with customer service he called the police to escort me out of the store. After getting home and finally getting threw to customer service to no avail I have contacted every possible source legal I know of or can find I have moved on to the media, even had a television interview, the newsman even said on the news I was on my own with best buy per corp. in a phone call (personal call from the reporter) he told me of similar reports to best buy but the people who reported the similar problems had all said they had dropped the TV I never dropped it! But the guy from Best Buy would give me a call... That was 3 days ago. My girlfriend was there with me from store to house we have been together for 5 yrs, just bought a house together 4 days prior to buying the TV. I have contacted media all around the us its a good tell us your worst shopping experience story, or the nightmare before Christmas story If I have a case great, if I don't at least there is 1 more person who possibly will not make the mistake of a purchase there. I think that's it. Oh yea the kid brought the TV from the back on a hand truck on its side there is video of this for now, until it is erased... Thank you for your time, Sincerly

 

About three weeks ago my mother brought her laptop in for repairs. The Geek Squad told her that it was going to cost two hundred and fifty dollars to re-install windows. (Windows takes 20 minutes to install & she had already purchased the copy) I'm not sure why it costs two hundred and fifty dolars to install soley windows. She paid for it because she is a very trusting women and not very electonically inclined. A week later she complained that the keyboard was not working. She took the laptop in and they called her back about 10 days later. The geek squad told her that the computer had water damage (which is not covered under warranty) and she would either have to buy a new one or trash it. So like most trusting customers she went out and replaced the 4 month old laptop with a top of the line brand new laptop. The buying price of this computer was around twelve to thirteen hundred dollars.
The following week I came into town and heard about the situation. I asked Best Buy to have the broken computer back and after maybe two weeks of bumbling around it turned up. I took the laptop home, saw that it had the trojan virus, removed it, and in the ten minutes of having the computer home it was running fine. The geek squad (best buy) had told my mother that the computer had water damge just so they did not have to pay for damages. Which in this case there were no damages before she sent the computer in. (Just a nasty virus which they should have detected) I also noticed that the computer case was still half open and there was something rattling around inside the computer. I opened it up and they had ripped a mounting bracket off and left it inside the computer with screw still attached. This in a matter of time would have shorted out the board. (Destroyed the computer)
In conclucion I'm furious with Best Buy and the Geek Squad. There is no doubt in my mind that they took complete advantage of a sweet women who knows nothing about computers. Furthermore, instead of assisting with the problem they just created more. My guess is that this happens all the time and that they are making a killing off people like my Mom. I really hope to stop this and will do anything I can to shed light on the problem. These guys are crooks.......

Sincerely

 

I have never in my life had worser customer service then this. I was promised a callback as I never received the promotional items listed in the offer for a digital cam. The digital cam arrived damaged and I returned it on dec 14th 2006 and I am yet still to receive my refund. They keep telling me I received it. Furthermore, it would be nice to have an "english speaking person" on the other end. I got told these things....

Customer service rep:

I will send this to a special department that handles this,they will call me back within 48 hours (never called back)

Customer Service Manager:

I am taking this in my own hands I promise to call you tommorow..(never called back)

Customer service rep:

I am sending this on to the Credit Departments special team they will call within 48 hours...(never called back)

Customer service rep:

Why don't you just stop calling us. You never paid for this camera! Just leave us alone! (I did not now Best Buy gives out free digital camaras....hmm)

Manager in Minneapolis Headquarters:

The money got deposited it will show in your bankstatement within 72 hours.....(never received it)

Customer service rep:

The supervisors are all on the phone and can't talk to you(after 70 minutes of trying to explain) And the Managers do not take phonecalls.

I called back the Minneapolis Headquarters and asked for the manager I spoke to before:

We have never heard of him here.

Now they want more faxes from Bankstatements all over again which allready I have paid $15.00 in prior faxes for their mess up. Furthermore I had to call numorous numbers that were not Long 800 numbers. I wrote the BBB and the Chairman of the Company. The only response I received was from the BBB. Today I received an Email from the manager in Minneapolis Headquarters telling me to fax this by 01/12/2006 or the case is closed! How dare they do that! I want my money back! That is all!
Here the mail I got:

In order to get this situation fixed up could you please fax in a copy
of your bank statement showing the dates from the 12/13/06 till
01/09/07. This can be faxed to 1-888-228-5254 attn: Sandee. It needs to
be faxed in by 01/12/07. Or this case will have to be closed.

Sincerely,
Sandee

Best Buy Customer Care Team

------------------------------ --
I called them every day so far and most the time it took over an hour to get to someone. I faxed in everthing I am at ends wit.
I am thinking of getting a lawyer,
Sonja

 

To whom it may concern,

Last Monday 8th of January I went to the following store and was hosted by Solange in the computer department.

GARDEN STATE PLAZA ROUTE 17 S

PARAMUS, NJ 07652

Tel: 201-5561321

After attempting to build an effective customer-seller interaction, Solange's impatience to my queries about computer (un)availability resulted in a regrettable response:

"if you want, I could check on your face"

Her general rudeness, lack of manners and absence of finesse is a sincere insult to BestBuy's reputation for first class service.

Her response was indeed upsetting. She is an embarrassment to your reputation.

The result of her attitude is that I went to Circuit City and spent an amount of money that would have otherwise been BestBuy's.

I really regret that the aforementioned employee has failed miserably to gain anything from BestBuy's award winning customer satisfaction training programmes.

 

I had good service at best buy when I bought an expensive camera from them. I also had great service buying online. Buying my car stereo from them was another issue. They cracked my dash and hid the crack with a plate, saw it a few months later when the plate fell off

AND then they did not install the main part of the radio- the selling point of the radio was being able to play an ipod through it- they didn't install it and said it would cost extra (was supposed to be free install). Geeze- the big selling feature in the store was that part of the radio. Didn't have time for them to pull everything out and fix it. SHould have had them remove the stereo and get my money back.

I would never buy or have them install a radio in a car that I cared about.

 

First of all, I'm glad that there is a site like this.

Ok,
My experience with a bestbuy.com customer service person a few days ago in regards to an online purchase is probably the worst CS experience I've had (serious note: ever!).

It all began with a teenager who clearly didn't listen to my issue. He only asked for my order number, full name, and credit card number (wtf?). Obviously, I didn't give him my CC# since I knew it was not necessary. Eventually, after waiting a few minutes with him mocking my first and last name, he found my case # and just said, "call later" and hung up.

Great....

Good job BB. If I only knew beforehand that your CS department is so helpful, I would have bought millions of dollars worth of overpriced electronics.

 

I like bestbuy. I scam it very often. I purchase broken stuff on ebay, and a working electronic at bestbuy, switch it around and return it no problem. I have never had any problems other than being asked for my phone number.

 

Here's the body of a letter I just sent to Best Buy's CEO. I now realize I've wasted my time and ink. So, here's yet another tale of BB outstanding customer service.

122706 I drop my laptop off at the Best Buy West Hollywood store. The estimated return date is 010807.

010807 I call the West Hollywood store to get information on computer. Holly states she will call back in 45 minutes. She doesn't call back, I go to store at 3 p.m. because nobody answers the phone at the West Hollywood store. Holly states she will call me back first thing in the morning. She has never called back.

0109087 After repeatedly calling the West Hollywood store with no answer, I call Best Buy Customer Service. Darla states the computer is being shipped back and it should be in the store by 011207 and to call back then.

011207 After not being able to get through to the West Hollywood store, I call the Atwater Village store to see if they can help with service order. I ask for a manager but never get to speak to one; he stays in the background giving directions. Armand says the Atwater Village store will call the West Hollywood store and have the manager call me. I never receive a call back.

011307 I call Best Buy Customer Service and speak to Nicki. She states she will call the manager at West Hollywood store and have them call me. I never receive a call back. She states I can use x2180 to get through to the store.

011507 I call West Hollywood store using x2180 and get someone named Smitt. He cannot get the Geek Squad to answer the phone and keeps sending me off to voicemail hell. I give up at the store level, call Customer Service, ask for Nick and request a call back in her voicemail. I never receive a call back. I call Corporate again at the end of the day. Homer says only that the computer has been shipped out. I ask for a Supervisor and speak to Shirley Renkert at x20115. She states FedEx tried to deliver my laptop to the West Hollywood store on 010907, 011007 and again on 011107. There is no answer and the computer has been returned to Hewlett Packard. Shirley states she cannot get a response from the manager at the West Hollywood store and since she leaves in 40 minutes, she'll email the manager and call me in the morning with some resolution. I ask for the regional manager's name and am put off.

011607 I call Shirley at leave message in voicemail at 10 a.m. I never receive a call back. I call Corporate again at 12:15 and end up speaking with Eric at x20056. He says Shirley may not even be in, he sees the computer delivery was attempted 5 times and he will get computer sent back to West Hollywood store and it will take an additional 3-4 days. I again ask for the regional manager's name and am put off.

 

I have recently become victim of a Best Buy Scam. See the entire complaint with images from the following link. http:// bestbuyscam.blogspot.com

Or, I guess I could just post it...

------------------------------ ------------------------------ ---

Denver CO 80210
January 16, 2007

Best Buy Corporate
Dear Best Buy Corporate,
I have just been victim to just about the worst example of customer service that I have ever experienced and unfortunately I am forced to write about this very unprofessional and legally questionable experience.

Because of the low prices, I have decided to purchase a new large screen HD television for my living room. After shopping around for several days and speaking to many sales reps I decided on a 61" JVC HD-ILA Projection TV Model: HD61FN97. My sales rep, Cory, pointed out that one of the great benefits to purchasing this TV from Best Buy was that this model came with a "Free JVC Stand (RKCPRM7)" and that Best Buy was offering a $500.00 instant rebate as well. Just like Cory stated, the Best Buy ticket promises a "Free Stand" with purchase and shows the "As Advertised" price of the T.V. for $2649.99 and $2149.99 after instant rebate. I decided this was a great deal so I paid cash and had the television delivered to my house later that day.

The television was delivered on time and the delivery personnel were prompt and professional. After they sat the TV down on the floor the delivery person asked where we planned on setting the unit. I advised him that the purchase was to include a free stand but to no avail the driver didn't have it on the truck. Not a problem, Best Buy is 2 miles up the road I can go get it.

I walk into Best Buy store #211 4011 E. Mexico Ave, Denver CO 80222 and go back to the Magnolia Home Theater section and spoke to the person behind the counter. This gentleman was very friendly and we explained to him our situation. He hit a few keys on his keyboard and then told us that they did not have any in stock and I would need to go to the warehouse (40 miles away) to pick it up. He proceeded to call a manager over to assist with setting up the transaction.

This is where for the most part my very positive experience turned quite ugly. The Assistant Manager by the name of Rinad Abdul came over and was updated as to the situation. She examined my receipt as well as the flyer posted on the TV for several minutes before telling me that unfortunately Best Buy would not honor the free stand offer. (Image links will be provided at the end of the letter).

I advised her that it was false advertising to make an offer on a posted flyer and then not honor it. She proceeded to explain that I received a $250.00 credit because I opted to receive the "Home Theater Setup" which was an additional charge of $200. It appears as though when a customer opts for this service, Best Buy applies an internal discount and the Television rings up for $1899.99 and then an additional $200.00 charge for Home Theater. Ms. Abdul explained because the television did not ring up for the advertised price that Best Buy would not honor the offer.

Unfortunately at this point our conversation got a little heated as I explained to her that it wasn't my problem that the charge didn't ring up in the system correctly. One of the reasons I purchased this television was because of the free stand that came with the purchase.
I told Ms. Abdul that this was unsatisfactory and that I would need to speak with her manager. She advised me that she was the manager and point blank Best Buy will not honor the offer. I again asked Ms. Abdul for her manager and she proceeded to tell me I could call the Corporate Customer Service telephone number. I told her again this would not be satisfactory and I wanted HER manager's name and number.

She advised that she IS the manager and if I wanted to speak with someone else I would need to call the 800 number. .
As I told Ms Abdul that, No, her manager would actually be the District Manager. But she again refused to provide to me any information. As I looked at Ms. Abdul's name tag I noticed "Assistant Manager" as I pointed that out I asked her again for her Store Manager's name and number at what point she refused to give that information. I find it quite unimaginable that an Assistant Manager would not provide the name of the Store Manager when asked by a customer who has just spent over $2000 on a purchase. But without fail she did not budge. Ms. Abdul again advised that her manager was the customer service telephone number that she had already provided.

By this point several other employees had gathered and some where in the exchange of words I pointed out that this could potentially lead to legal issues.

It was at this point that, until now, an unknown employee spoke up and told me if I was going to threaten legal action then he would be forced to ask me to leave. I explained to him that I was not threatening legal action but that Best Buy was legally obligated to provide the stand as the posted advertisement did not contain ANY restrictions to receiving the stand.

The Geek Squad employee (Marc Barela) again spoke over me and told me I was becoming hostile with his associate and that he was going to have to ask me to leave if I was going to be hostile or threaten his associate.

From this point forward I never heard a word from the Manager Ms. Abdul. Mr. Barela from this point forward led the conversation and was rude, unprofessional and kept telling me that I could leave the store and call the 800 number if I wasn't happy with my purchase. I'm not sure how Best Buy works, but in my company an employee of a division NEVER goes and interrupts a dispute between a manager and a customer of a separate division. That is horribly unprofessional and to be quite honest unacceptable. To make matters worse, Mr. Barela continually referred to the manager as his associate.

By this point Mr. Barela was not allowing for any further discussion between the manager and I and it had become quite obvious that this situation was not going to be resolved in the store. I proceeded to gather all the documentation for my transaction as well as the names of the two employees who had been so rude and unwilling to assist. As

I asked Mr. Barela for his name he replied with a very smug and pompous comment "Make sure you note that Barela only has 1 "L". It was at this point that I left the store quite upset.

I am very upset with this transaction as I feel as though I have been a victim of a false advertising scheme that Best Buy operates. Had I not opted for the additional service that Best Buy provided then I would have received the TV stand without any issues; It is only because I purchased this additional service that Best Buy altered the price of the television. No where on my receipt or the posted advertisement for the television does it say this exclusion. Nor did our sales rep ever advise us of this or any exclusions with this offer.

Also, I feel as though the management staff was horribly unprofessional as the Assistant Manager was rude and refused to provide the name and or number of the Store or District Manager as well as offered no resolutions to my issues other than "No, We won't honor it".

I also feel JVC should become aware of this practice as this Best Buy scheme is having a poor showing for their company as well as possibly violating contract agreements.

Additionally, the unprofessional interruption by Geek Squad employee, Marc Barela, worsened the situation to the point of no return. I can't understand why this manager allowed this employee from another division to interject into the conversation and then allow for this employee to completely disrespect and belittle a very well paying customer.

Furthermore, the failure and blatant refusal to honor this offer is probably legally questionable therefore I have no choice but to inform certain oversight officials such as the: Federal Trade Commission, Better Business Bureau and possibly others as to the existence of this practice.

I would expect to receive a very prompt response as well as a timely resolution to this issue. You may find images of both my receipt as well as the advertised flyer from the store from the following internet links.

Advertised Flyer:

img120.imageshack.us

Receipt for payment:

img120.imageshack.us

Regards,

Jorge U
Phone - (303)***-****
Email ********@hotmail.com

cc: Federal Trade Commission
Better Business Bureau
Attorney General - John Suthers
Geek Squad
JVC
Tom Martino - Fox 31 News

 

I say its hard to please ppl and half of you guys come there and act like you are better then them anyway. I mean you never know what the last customer did who what happened to that person earlier.Its hard working in customer service when you have ppl who have sticks up there ass who take every little thing to the heart or when you have a problem like when something you paid for should have been there you guy take it out the cashier who doesnt have nothing to do with that.I mean this is life just get over it. Just how you guys say these ppl take it to their hearts....you guys are doing it or this site wouldnt be up..this go back years.....c'mon ppl get a life here

 

I am EXTREMELY FRUSTRATED with my Best Buy purchase!


11-17. I specifically purchased a television from Best Buy online although it was the same price as Circuit City because I felt Best Buy offered the better Holiday promotion- a $400 massage chair. At the time of order, it did not say the chair was on back order and said that the chair would be delivered on 12/5- in time for Christmas (as this was going to be a Christmas present).

12-6 I receive an email saying the chair is on back order and every effort will be made to have it delivered by 12/24. It also mentions my other options:

* Finding a store in your area with the item in stock
* Selecting a similar item that is available for delivery by December 24

12-6 - 12-20. I call Best buy several times between 12-6 and Christmas, to follow up on my other "options" only to find out that those options really don't exist, but that my issue will be forwarded to a special department that is supposed to contact me, but never does. I realize I am not going to get this chair in time and instead purchase a different Christmas present.

1-10. I follow up on my order and realize the chair order status has been changed to cancelled with out any notification. They say it was an error, the chair order will be reinstated, and it looks like the order will be fulfilled in the near future.

1-28 I check the status of my order and realize it has been cancelled again, without any notification. Again.

I believe that if the chair had been on backorder at the time of my initial purchase, it should not have allowed me to include the chair in my purchase, nor should it have provided a 1 week delivery date. Would this information have been provided to me at the start, I would not have purchased this television from Best buy and instead would have purchased it from Circuit City and received their gift card promotion.

It has been 2 months and I am extremely frustrated with the lack of accountability and responsibility with resolving this issue!

 

I could not believe Best Buys Return Policy. I know what their "policy" is now, but some things have to be taken into consideration. After purchasing a $99.00 item that was un-opened because my son wanted something different, I went to my local Worst Buy in Auburn Hills, MI. I was two days late on returning the item...32 days vs 30. Manager Derek tells me that "There has to be a cut off somewhere". I said...you would rather lose a customer then give me a credit on an un-opened item (had reciept). Derek says he is "sticking to the company policy". I advised Derek that I would no longer do business with the company. His reply was a sarcastic "Have a nice day" as I was walking out. That outraged me more then anything. For those of you sticking up for this company, just remember that there are actually real claims here by consumers.

 

Wow, there's so much love in the room. Paul reminds me of the selfish type that just wants what they want and damn what anyone else has to say. Look, concerning policies and whatnot, you have to think about it in a different term, because apparently you don't think that rules apply to you. If you buy a car(we'll say a Saturn), and you decide that the red just isn't your color, but you've already put 4000 miles on it in less than a month, they will send you away. If you are pulled over for doing 57 mph in a 55 mph zone and the cop gives you a ticket, guess what? You're paying a fucking ticket. Is it lame? Yes. Does it suck? Hell yes. Are those the rules? Yeah, they are. And unless you get buddy-buddy with the people holding your money, they aren't obligated to give it back to you unless you fall within the parameters written down for you on paper.

 

Wow- I'm not even sure where to begin- I came across this site on accident, I was searching to see how much GM's of Best Buy make since I'm on track to become one. I'm ashamed at some of the ignorant comments Best Buy and Geek Squad "Employees" have made on this site, no wonder some of these customers, or former customers don't have an enjoyable shopping experience at Best Buy. I see it from an employees point of view- yes customers can be very ignorant and rude and it gets tiring dealing with the same thing over and over and over- but at the same time- it's your job, you get PAID to do it, if you don't like it, or don't want to do it to the best of your ability, then you need to find another job because it's not just a waste of everyone else's time, but it's a waste of your time to work at a job you hate. I can also see where customers are coming from- reading through some of these responses seems so unbelievable I guess just because I'm privelaged to work for a Best Buy who truly DOES put their customers first. We've marked so many TV's and Computers below cost this past year that our hourly employees are probably not getting their bonus. I know there are bad Best Buys out there- there are over 800 Best Buys in the U.S., not every one of them will be concerned with taking care of the customer. Even though it should be since that customers are basically the ones signing our checks. There are also bad wal-marts, bad circuit city's, etc. etc. It's disappointing not to be treated like the only customer in the store or to be disrespected when all you want to do is purchase an item but it happens. To the employees- don't bitch about your job- if you don't like it- quit, lifes to short to waste it doing something you hate. I truly apologize to everyone of you that have had a bad customer/employee experience and I only wish I could meet some of yall and show ya that there are still employees who care about customers needs and wants :).

 

NEW PORT RICHEY, FLORIDA
FEB. 6, 2007

BEST BUY CEO,

I BELIEVE YOU SHOULD BE MADE AWARE HOW YOUR COMPANY OPERATES IN REGARD TO THE TREATMENT OF YOUR CUSTOMERS AS I AM SURE THE PROBLEM I EXPERIENCED WHILE MAKING AN ONLINE PURCHASE WOULD NOT MEET WITH YOUR APPROVAL.

ON 12-14-06, I ORDERED ONLINE A SAMSUNG MONITOR, MODEL # 940BW FOR THE SUM OF $239.99.ON 12-17-06, THE IDENTICAL ITEM APPEARED IN OUR LOCAL NEWSPAPER FLYER FOR $224.99, A SAVINGS OF $15.00.

I IMMEDIATELY CALLED CUSTOMER SERVICE DIVISION OF BEST-BUY AND WAS CONNECTED TO KIM, WHO WAS VERY HELPFUL AND COURTEOUS. SHE ADVISED ME THAT MY CASE WAS ASSIGNED A CONFIRMATION NUMBER AND WOULD NOW BE FORWARDED TO THE COMPANIES MARKETING DIVISION WHERE MY ACCOUNT WOULD BE PROPERLY CREDITED. APPROXIMATELY TWO (2) MONTHS AND TWO CREDIT CARD STATEMENTS LATER, I NOTICED BEST-BUY HAD FAILED TO ISSUE THE PROMISED CREDIT.

ON 2-05-07, I CALLED BEST-BUY CUSTOMER CARE TO INQUIRE ABOUT MY ACCOUNT AND WAS ADVISED BY TYRA, THE CUSTOMER CARE SUPERVISOR THAT IT IS NOT BEST-BUYS POLICY TO MATCH ONLINE PURCHASES WITH NEWSPAPER FLYER ADS. AFTER BEING ON THE PHONE FOR APPROX. 2HRS. AND BEING TRANSFERRED FROM ONE DEPARTMENT TO ANOTHER, THE END RESULT AND THE FINAL SLAP IN THE FACE WAS WHEN THEY CONNECTED ME TO MARCOS FROM THEIR GEEK SQUAD.

I CAN ONLY HOP THE CEO READS THIS AND BECOMES AWARE THAT ANOTHER LOYAL CUSTOMER IS LOST TO CIRCUIT CITY, WHERE THE ADVERTISED PRICE FOR THE EXACT SAME MONITOR IS $219.99. THE BEST-BUY CORP. WILL EVENTUALLY UNDERSTAND THAT IT IS SO MUCH SIMPLER TO KEEP A NCUSTOMER THAN TO FIND A new one. you may rest assure that i will do my absolute best to talk anyone i meet into not making a purchase at best-buy . thanks, arnie

 

I (sadly) work for best buy, yeah the employee discount is great but i'm tired of this place, most of my coworkers are like the ones described in these posts (asshats who don't really care and just cram stupid shit down your throats). My department looks like shit because nobody else cares enough to clean anything and our display system is horribly outdated (much like the rest of best buy's infrastructure) and simply looks delapidated and old. I'm going to work at the new Circuit City across town as soon as they open. I've heard people starting there on regular sales just the same as me making 2 to 3 dollars more an hour. f best buy.

 

Well, atleast I think they should be able to get a place just for answering phone calls... it would be much better

 

I bought an iPod photo from my local Best Buy back in October 2005. I love it, it's the best thing I've owned. I bought the protection plan too thinking "just in case". This too came in handy. About 4 weeks ago my iPod really started acting up, it would freeze during playback, not respond in menus, and make really weird sounds from the harddrive if you tilted it in any direction. On top of that, it failed the diagnostics that are built into the iPod itself. So I thought "hey i have the protection plan, I'll send it in and they'll fix it". Well they sent it in, and the people at the second Geek Squad agreed something was wrong and it needed to be fixed or replaced. the first geek squad i talked to wouldn't even try and diagnose it on the spot, they kept giving me the "it takes 4-6 weeks" bull. they wouldn't even explain what my protection plan meant. Which btw, when i bought the protection plan, it was sold to me as a "replacement plan" which is exactly what the guy said it was and he told me "If for some reason it breaks or isnt working right, bring it in and we will replace the unit." Well I instead was given a protection plan where the only thing they can do is repair it. And please dont argue with me, I know what I heard and saw, and this is exactly what was said to me.

Then after waiting the 4-6 weeks (it actually took 3 weeks, so i was excited) I got my iPod back. I turned it on and started looking at it. At first glance, it had a huge scratch that was not there before i sent it in right across the middle of the screen. I said "no biggie, it doesn't affect performance and it has thousands of other scratches too". So then i start scrolling around and... wtf? My stuff is still all on my iPod? It was exactly how I last used it before i sent it in. I connected it to my computer and it instantly recognized it as my own iPod, name and all. It's like I got my original harddrive back with an extra huge scratch and a dead battery. I didnt even get a letter saying what they did to it, if they did anything to try and fix it. The only reason I can think of why they didnt fix it is because it still actually plays music and works, but it WILL freeze over time, and no matter how many times i run the built in diagnostics tool, it still fails the harddrive read test.

Now I know this is not good customer service. I work at the computer repair center for my college and I am certified by HP to repair the laptops we own (thousands). The least that we do when someone says something is wrong is we sit down with the laptop and we run all the built in diagnostics. Then we asses the performance after the diagnostics and order parts as needed to repair it. Not once have we left a computer alone and returned it to a student saying "it's fixed" or not even giving them an explanation of what we did or why we're returning it to them.

I will be going back to Best Buy this weekend and I will plead my case for a brand spanking new iPod. Hopefully someone will see an error in Best Buy's ways.

Moral of the story... DON'T buy big ticket items from Best Buy, buy things like an iPod, or computer, or appliance straight from the factory/store/company or a non-chain authorized dealer. Sometimes it is cheaper, sometimes it isnt, but you will have better luck with customer support from anyone but Best Buy. As my dad always says "Best Buy at elsewhere!"

 

My Husbend and I purchased a new sony 23"flat screen at Best But and a couple of months after we installed it something went wrong inside w / the electircal we purchased the warrenty it is covered well they fix it but it was in flawless condition no SCRATCHES on it at all we had to wait 7 to 10 days for them to return it to us so we did, no problem. We went to pick it up and the whole front of it was SCRATCHED they said to us that that was unexpectalbe, BUT the needed to contact the escaltions dept first before they could do anything so they said a couple of day this was on a thrusday night so we waited until wednesday to call them back, they never called us we had to call them and then they told us that it e-mail to escaltions was ingorned so they had to re-email again and that it would be another 7 days keeping in mind 10 days plus 7 days allready now we are still w / out our t.v. all we want is our money back or a new t.v. they say that even Managers can give the OK for a new t.v. that is Rediculous. well 21 days later we still have no T.V.

 

Becky, are you drunk? Because I am, and I still type better than you.

 

There is an interesting comment by a BBY best employee above
"I just want to let all you best buy complaners know you all suck. You are proboly old ass people who have nothing else to do with your worthless lifes but complane so shove it."

Replace the "complaners" by "Customers"
Accurately depicts bestbuys customer service policy

Have worked in BBY corporate office in minneapolis - The "Blue shirt" as the guys on the floor are called, dont get much respect internally either.

Stay away from an employee/customer UNfriendly company!

 

oh shit...that was kinda creepy...like hearing a secret message by playing a song backwards lol

and...when reading becky and lawrence's comment...i pictured the skit from mad tv where mo collins and ares spears were playing the crack whore and the pot head lol

but seriously...I can relate to those who have been accused of trying to steal merchandise from the store. There was even this one time where i bought a plasma tv for my aunt and uncle...but it wasn't in stock. So i went ahead and paid for it in store and waited for it to arrive. I worked there, so i had a better advantage of tracking it down than most customers do. When it arrived, they said that I already picked it up. Clearly i didn't, since i had the claim ticket with me...plus it wasn't even in stock for me to pick up when i paid. I tell my cousin everytime i see that tv, "You guys better enjoy that tv after all the hell i went through getting it."

I was once a slave employee for Best Buy. I posted a couple unbiased comments above on 12.14.2006. Best Buy is a major fascist corporation that will do very little possible to barely meet the needs of customers. Best Buy customers are mistreated and often scammed because Best Buy employees are mistreated and underpaid. I took a serious paycut when i left RadioShack for this. and right now...my new job pays $4.15 an hour...but i'm making well over $100 a week than what BB was paying me. Sad thing is...some of these teenagers working there do not realize there are better jobs out there, yet they're sticking up for probably their first job ever. I mean, now I can afford a store like Best Buy - that is, if i were to set foot in one. Actually, i don't think i'd even take a crap in a Best Buy.

You can't judge a book by its cover...but i've read this novel cover to cover. It deserves to be burned.

 

Reading these comments I've seen that some people have legitimate complaints, and others may not be able to understand the situation they're dealing with. I too went from customer to employee, and I understand both sides of this. I'll try to cover several areas of what has been addressed here.

Calling your local Best Buy store:
Yes, there are problems with the automated answering system. Depending on which location you call, you may get a badly designed call menu and have difficulty reaching the department you want. In my store the majority of the calls seem to end up going to Geek Squad because they're advertised on the main menu, and I can tell you for certain that the busiest people in the store are in Geek Squad. Adding the job of redirecting calls to their plate is a huge mistake, but GS and Customer Service may be the only people who can redirect your call correctly. I say they may be because it's entirely possible that they haven't been trained even in how to direct your call or use the telephone system.

The truth is that on many occasions calls are directed to a department and no one is answering the telephone there. Often to save money on overhead and pass the savings on to the consumer, stores are run by small, underpaid crews, so chances are they're helping a customer and not quick to answer calls. I've had similar problems with other big retail electronics chains, especially Fry's Electronics.

Training:
At Best Buy there is no training center or boot camp. They arrange for new hires to be trained by other employees on the floor, which can work for a lot of positions, and then add e-learnings, which are poorly designed computerized training sessions. There are many problems with e-learnings at Best Buy. The employees are expected to complete them in their spare time at work by logging into a computer (all the point-of-sale terminals are basically just computers) but will be reprimanded if they aren't zoned correctly (standing where they're supposed to be in the store) or helping customers, and very often an employee will be kicked off a terminal by a manager or another employee to complete a higher priority task, like clocking in or out, looking up an item, etc.

There are some formal training sessions that include videos on the subject of internal store policies or presentations from representatives for large vendors like Samsung, Sony, Monster, HP, Sprint, Cingular, etc. These are scheduled events that employees must attend. Low paid teenagers will probably pay less attention than higher paid, older employees.

The company is very customer-centric, and they push this ideal to the employees in e-learnings and in store policies for the most part.

"All they care about is making a buck":
This is not true, actually. I've seen several people here say that Best Buy only cares about making money, but on the whole Best Buy is not a very profitable company. They make almost nothing on computers and many other large ticket items, which is part of why they push service plans (not warranties, by the way) and accessories. They will make a higher profit on the cables they sell than on a computer. Sometimes they sell computers below cost! This is part of the "loss leader" concept, where you compete more effectively by having the lowest price on an item. If you see a Best Buy deal on a laptop computer in a weekly ad, I seriously doubt you will find a better deal even on the internet on an equivalent laptop somewhere else.

I've seen Best Buy give away tons of product just to promote something. Personally, I think that's a stupid policy that costs the company far too much money.

Service Plans:
Yes, we are told to push service plans. This is something like social security. It's a gamble. What we're betting is that you won't need to use it because our quality of product is high enough. In some cases, especially with certain brands, we lose that bet. I've seen several of certain specific items returned. I've seen a lot of X-Box 360 stuff come back. I've seen certain DVD player models come back frequently. That's life in the post-industrial world.

Someone on here complained about being assertively offered service plans, but (believe me) when your product breaks and it's after the grace period and you can't buy a service plan, you're going to be whining at the Customer Service desk and trying to convince us that nobody told you about service plans and wishing you had bought one.

Best Buy employees buy service plans on the products they buy in the store because they know the benefits. We don't buy them on dinky little crap, but we do buy them on game consoles, televisions, etc.

Geek Squad Service:
This is going to vary WIDELY from store to store. At one store you may get excellent service, and at another you'll find an under-trained staff getting swamped by an oppressive workload. Many of the best Geek Squad "agents" will end up leaving the Geek Squad due to poor retention policies. They usually end up going to higher-paying positions sooner or later, either in Best Buy for Business (BBFB for short) or with another company that won't make them deal with the unwashed masses. People bring in their disgusting, ancient, dust-filled, virus-infected, porn-laden computers and expect GS agents to be perky, friendly, helpful, and fast. Sometimes there are so few agents in a Geek Squad "precinct" that all they can do is take new orders and stack them in the back, hoping that eventually there will be enough staff to actually work on the computers instead of just making excuses when people call about how long it has been since they brought in their PC.

Geek Squad could be an efficient operation, but it's not because the agents are overwhelmed. They have to complete a large number of e-learnings by a due date, fix computers, do backups, upgrades, learn to use only the software tools Best Buy has licensed, learn to sell services instead of just fixing computers, handle shipping and receiving on products being serviced, check out returned products, answer the phone, talk to their customers about their specific service needs, check out new computers as they are purchased, and quite a bit more... and all for less than they could make in any starting IT position at any corporate hive.

To help with this problem the Geek Squad has recently added the "Jonny Utah" system. This is when a customer's computer is hooked up to a device that will allow someone thousands of miles away to remotely work on it. Obviously it can't be used to do upgrades like putting in a new hard drive or more memory, and it can't be used to do data backups or to handle anything that renders a machine unbootable, since you have to be able to get connected to the internet to use Jonny Utah. Unfortunately, in my experience the Jonny Utah system is often very slow, sometimes not responding for hours after being connected, and doesn't fit into the workflow of a typical Geek Squad precinct very well. On the whole I think you'd find that most Geek Squad agents don't really want to use Jonny Utah, favoring their own abilities over the X factor of some unknown person thousands of miles away maybe connecting in time to get the job done, maybe not. If an agent expresses concerns about this questionable method of doing things, even if it's only for one specific system that demands personal attention, they may end up being fired by the services manager, no matter how experienced or efficient they are. They are seriously pushing the Jonny Utah system.

I have also seen a customer come in with a perfectly functional laptop asking for routine software maintenance only to come back to find their laptop much less functional than it was before they came in. Understandably they came back angry, wanting someone qualified to work on their system and get it functional. The most experienced tech there apologized for the shoddy work done by whomever the other agent was who had handled their system, offering to work on it personally. This seemed to satisfy the customer, but when this agent sat down to work on it, he was reprimanded by the services manager for not connecting the laptop to Jonny Utah. When he tried to explain the situation the services manager didn't want to hear it, and said, "Everything that can be hooked up to Jonny Utah will be hooked up to Jonny Utah. No exceptions." This isn't a service to the customer, clearly. Later this agent was given a bad employee review by the services manager and his position was eliminated.

Best Buy survives or dies on the strengths of its people. Some of those people aren't cut out for what they do. Many are.

Returns and Exchanges:
Believe it or not, in the store where I work we generally will take a return or exchange on just about anything. The problem comes in when someone doesn't understand why they can't return something.

You can't exchange an open CD for a different CD, only for the same one. Why? Because you could have just taken it home and made the whole thing into MP3s and then brought it back. You can't return opened software because you could have just installed it or copied the CD-ROMs or DVD-ROMs and brought it back. That's called piracy. If Best Buy had different policies they could face charges as much as the consumer. If you don't want the western world to be like third world nations, you should appreciate these policies that help ensure that our high level of quality in entertainment and software is maintained.

If you buy a camera or laptop and break the LCD screen and you haven't paid for the Accidental Damage/Handling protection in a service plan, you can't return it. The ADH was added to account for this problem, and I don't know of another store that offers this.

On another note, I have seen that an angry customer will not get the service they deserve. I've seen a Customer Service manager get into it with a woman who was upset because she sent in her digital camera for service several times under her service plan only to have it sent back in the same non-functional condition. I can't control what the service centers do. If I send off a camera to Chino, California for service, I have no idea who will work on it or what they can do. One thing I know for sure is that if the camera is brought in for a fourth time (which this one was) the service plan is supposed to offer a replacement under our "no lemon" policy. The problem was in how this woman handled things. When she was offered that we could do the return if she would call our corporate offices on Monday to clear up a problem with her receipts, she started swearing at us, at which point it escalates into a situation where a manager is called and security is alerted. Then she got to talk to our bitchiest manager, and she wasn't going to take it well. Honestly, I'd like to be rid of that manager because she's a huge pain in the ass for EVERYONE to deal with, and she doesn't do her job well. When she's the Manager on Duty, you could call for an hour to get a key to get something out for a customer and she won't show up, and in general she has a very bad attitude. She makes the schedules at our store and is incredibly unwilling to change them, no matter how much it makes sense to do so. People like this are clogs in the gears of efficiency in any store, and should be eliminated.

Customers:
When you think of customers you're probably thinking of yourselves, and thinking that you're reasonable people who just want what you pay for. We get plenty of those at Best Buy, but we also get people who come in for other reasons. We get shoplifters, scam artists, prank callers, and people who have no people skills at all.

Policies:
You think I want to tell you that you get eight weeks risk free of the magazine of your choice when I ring you up? You think I give a shit if you choose Time, Entertainment Weekly, or Us? Do you think I'm trying to rip you off when I offer you the Reward Zone card for free? You're going to get certificates from your purchases to spend in the store just like cash, and you think I'm a jerk for offering it to you? We give customers a ton of free stuff just to try to earn customer loyalty. We sell new DVDs below our cost and take a loss on it every tuesday when they're released. Employees don't get commissions on sales, but we are judged on whether or not we do our job, which means contacting customers and making sure they know what we have to offer them. Not everyone does this. The pay isn't high enough to get good people at every store. That's part of how you're getting this stuff so cheap at a retail outlet.

All that said, I think Best Buy could use some serious restructuring, but I also think they're the most likely retail chain to actually do that. One of their core values is "learn from challenge and change" and that's what we try to do. If you see problems with a store, write a letter to corporate about it instead of just venting on some web forum.

 

Yeah best buuy sux...all the shit & stuff.

 

Best Buy is the worst place, never ever I will spend a cent in that store in my life, ever, the service is the worst too,

 

Best Buy is the worst place, never ever I will spend a cent in that store in my life, ever, the service is the worst too,

 

Best Buy is a great store if you go in with the right expectations. I recently purchased 2 open box dishwashers at a deep discount, as well as 2 on-sale microwaves. They prepped the units for pick just as promised. When I needed service, the call center expeditiously scheduled an appointment with the manufacturers service rep.

Good business relationship are based on the personal relationshipsyou forge with the associates. If an associate is useless, simply don't deal with them. I now have good experiences with Home Depot and Lowes by dealing only with specific people in Doors/Windows, and Kitchens. If I need something, I make an appointment, and get the job done.

You're better off if you figure out how an entity (such as a business or government) really works, and figure out how to use it to your benefit.

That being said, I purchase most big items from local dealers that have more control over their whole business such as sales, delivery, installation, and service.

 

Best buy is actually worst buy. I will never shop in Best Buy in Ames, Iowa any more. Two managers (one female, one male) I met there were so rude. They would not take care of a bad DVD recorder I bought from their store. The third male manager was not rude, but he said because the DVD recorder was not expensive, so I got a bad DVD recorder.

 

Ok, I work at a Bestbuy... this is rediculous... you try being the only one in the department and having the phone ring while your helping 3 or 4 customers at a time. Every best buy has a different call setup.. the one at my store moves the calls to customer service if its not answered in a few rings and they take the name and number down

 

ditto

 

I am connected with my local best buy right now over the phone and I am going on my 1000th ring in about 30 seconds... wait she just picked up............................ .............................. .............................. ............................. okay now i am on hold. this is fuckin cool!!!!!!!!

 

I will never give Best Buy my money. I have two stories. I once attempted to purchase a computer there. I say attempted because after lurking around the computers for a half hour trying to get the attention of an employee, I gave up and left. On the way to the door I stopped at "customer service" and told them about my experience. They simply shrugged...didn't care....

Story Two. Had a camera sent out for service at Best Buy under the extended warranty. When I sent it out I asked if I should send it with the new $10 lithium battery I had recently installed. They said to do so. Later they called me and told me it couldn't be repaired and they would let me pick out a new camera. After picking out a new camera I was told it didn't come with a battery.....the very same size battery I didn't get back with my unrepairable camera...and Best Buy would not give me a replacement. I complained to the store manager who just blew me off and said they wouldn't do anything for me....

Never again will they get my money.

 

Best Buy THE WORST IN IOWA
4100 University Ave
West Des Moines, IA 50266View Map
5152210669 )

HAVE YOU BEEN MISTREATED BY AN IOWA BEST BUYS ???

EMAIL US AND LET US KNOW INCLUDE YOUR TELEPHONE NUMBER FOR A CLASS ACTION LAW SUIT FOR UNFAIR AND DECEPTIVE BUSINESS PRACTICES

We are investigators looking for anyone with complaints/information on best Buys buys in IOWA for 'unfair and deceptive business practices'. We will also contact the Iowa Atty Generals Office and local BBB

WE HAVE ALSO BEEN TAKEN BY THIS COMPANY IT'S TIME ALL IOWA HEARS ABOUT THIS COMPANY AND THEIR MANAGERS...SEND EMAILS TO IOWAPI007@aol.com

 

Serious problems there at bestbuy. Don't shop Best Buy.

 

Thank you for getting the word out about the practices of bestbuy and their affiliates.

They do not stand by their products.

VISIT: http:// dontbuygateway.blogspot.com/

 

Wow I read all the complaints, recognitions, and so on. You have people complaining about not getting help and then you have people complaining about getting help to fast and to often. What's funny about this web site is i found it trying to find my best buy employee benifits website (bought a new computer from best buy) and like most of you I'm to lazy to go to my file and look up the website.

These websites are good and I hope all of you have fun bashing and bashing away, because isn't that what makes this country great. To all the people that aren't going to grase best buy with their presence ever again we'll miss you, but soon you'll have another bad expreince somewhere else and we (retail employee's in general) will be one step closer to getting all the idots and morons off the streets.

Just a note in case you do come back. The employees that are quick to help you have to follow rules, just like everyone of you do, at work.

The one who posted the comment about the 15ft x 15ft bannar about the policies on returns and (pay attention: the guy who payed $800 more then somewhere else) pricematching. Hi five.

P.S. Just know that the best way to get respect from someone you don't know is by giving that person respect. take care and have a wonderful day. Have fun while being the best.

 

I worked at 3 different Best Buy stores for a total of almost 3 years, and I can tell you that if you work there, your entire experience will come down to numbers. It does not matter if you are a quality person, only that you can sell a PSP or get an in-home install. If you want to survive at best buy, I would suggest working in the non-sales departments (Merchandising, Inventory). Just don't expect to feel special at all, when every day the sales manager holds contests to see who can sell the most PSP's, so if you are non-sales automatically you feel left out.

In my time there, I worked in Merchandising, later in Geek Squad (I was a college student in Computer Science). I personally saw many customers get pressured into buying service plans, especially with misrepresenting them. I observed many times floor employees saying that "anything happens to it, bring it in." This is far from the truth. Also, they were told about the no-lemon policy. What they forget to mention is that if an item was brought in and there was not a 'repair' done to it, it doesn't count as one of your 3 times. The managers, because of the pressure put on them by the home office, only care about the numbers, even if they have to use Illegal bait and switch, and misrepresentation.

The worst I ever had to deal with was when a customer went to bring back a Camera a couple days outside of the 14 day return policy. It was obviously broken and needed to be repaired. I was told by a manager to inform the customer that we would only exchange the item if they bought a PSP on it. This is because if the store returns it, they have to pay for the repair. If the customer buys a PSP, the service plan then covers it, which is paid for by an insurance company.

I'm not saying here that the service plans are all that bad, just be aware of what they cover. They do not cover any kind of damage, dropping, water, etc. They do cover when a unit stops working. Also be aware that if you do get a unit to where it has to be replaced by the 'no lemon' policy, they will replace the unit, but it voids out the remaining time on the PSP.

In short, if you go to best buy, I would say go in knowing what you want, and getting it yourself. While some employees do know a lot about the products, the majority do not. They are given no materials on the products, they know only as much information that you can get yourself by reading the info on the price tag. If you want a service plan, I would suggest directly contacting the manufacturer, as many of them offer similar plans which cover accidental damage, at the same price as one of best buy's PSPs. If you want neither, just look on the price tag, it will tell you how long the manufacturer's warranty is. On 90% of the products in the store it is 1 year. Be sure to keep your receipt, otherwise they won't service it (even with a valid manufacture date on the unit).

 

You go to WORK to DO YOUR JOB!!!

For you customers and employees who cannot grasp that simple phrase. Then DAMN!!! For you customers who feel pressured into buying a PSP/PRP, G.S./ HT Install etc. understand that its our job to do so. You should expect that kind of thing walking into a 'retail' store. We are there to do business and build an experience for you whether it be good or bad we learn from those experiences.

This is for all you current/former employees.

For you former employees who feel under paid and under appreciated sorry guys/gals but what do you expect to get paid with a HS Diploma limited hours and more than half the time never had customer service experience before

 

Stop bitching. Best Buy now has designated operators to answer calls and questions. As for never being helped, they have designated roamers in addition to zoned associates that go around the store looking for people to help. If you're bitching about being contacted too much, then too bad, it's the employees sole priority to contact customers and inquire for a sale. If you're complaining about not being helped then move your lazy ass around and find someone, they're most likely tied up with someone or zoned. Bad experience from a manager or customer service? Tough shit, to them, your money doesn't make a dent in the days margain unless you're dropping over a thousand. One pissy little customer who's looking to vent because their product is fucked up doesn't mean anything to anyone at Best Buy because they make enough each year to not mind losing you. No matter how much you bitch and moan on here or be assholes in the store it's not going to matter; Best Buy will continue to be the number 1 electronic retail store in the nation. Comp USA and Circuit City are going out of business in the next two years thanks to Best Buy. Unfair prices? Best Buy price matches anything. Not to mention, if you sign up for a credit card thru best buy, you usually get 10% off anything, and can cancel the card within 60 days with no change to your credit score. The number 1 priority to best buy is the customers in the store, not the morons who call in and are too lazy to come in. If youre calling in, your money isnt going to go in the register that day, but if youre in the store then youre always a very potential sale. deal with it. nothing will change, bashing it gets you no where but looking like a douche bag on here.

 

I've had a lot of experience with best buy. I bought my first PC from them back in 95 or 96, cant even remember it was so long ago. That computer had many problems with monitors going bad and the like. best buy never failed to replace the broken unit promptly.

I've also bought numerous televisions from them with no problem (no service plan either).

But now to the employees. First off, they just couldn't be more rude. My friend had a problem with something and requested to speak to a manager. The employee flat out refused to get any help and said that they are trained to deal with customers. Sadly this one was not.

This is just sort of a random spattering of thoughts, I know. Bottom line is that Best Buy is hit or miss depending on the location and what you've purchased. Also your attitude. I am very fair and respectful to people and usually have found the same level of fairness and respect returned by customer service reps. Screaming and acting a fool will get you nowhere.

 

I agree, I have experienced totally unacceptable service on the $3000 TV I bought at Best Buy. I think a boycott is a good idea and even a more organized approach such as a presence in the form of a protest. I would agree to spend some time in front of a store. That seems about the only thing that will make them place any value on our plight. That would attract news coverage and that would affect their bottom line!!!

Mad in Houston, TX

 

Placed and order online and called to cancel 10 minutes later and was told that I could no longer cancel the order! Of course that took me 15 minutes to understand because of the HEAVY and I mean HEAVY accent on the other end! I called back and got someone in Minnesota....I asked if BB has a call center in India and got a round about answer to the question. I believe they do and not that I care, but you really need to speak english if you are providing english speaking customer care! Anyway....after asking what the policy was to cancel an online order, I was told that you must cancel within one hour of your order. OK, so I looked at my confirmation email, looked at the clock and guess what? It was less than an hour and no they still would not cancel my order!
Best Buy deserves what it gets! NOTHING! I will refuse package, call my credit card company and charge back the order! They wasted money on shipping "It was free shipping" and can deal with my CC company - The sooner they go out of business, the better! BTW- I wanted to cancel the order because I found the same item for 1/2 the price.

Best Buy is NOT a Best Buy! Learned my lesson!

BEST BUY will be out of business soon! They SUCK!

Pissed in NYC!

 

I had my 56 inch samsung delivered the other day. First of all the salesman at the Bestbuy store told me if i PAID $50 it would ensure they would take it out of the box, set it up and make sure its working selling me on the idea that that way i could send it back if something was wrong right then and there, so i did pay the $50, they called and said your window of delivery was 1:00 to 5:00 or so so i scheduled half a day off from work, a very busy schedule, they called as i was getting ready to leave said they were early an hour early, i told them i would be home in 20 minutes to get my neighbor mr. allard to let them in so i could be home to verify delivery, my neighbor has a key, they did not do that they tried to leave it with him he said no and then they took a $2200 Television and left it on a front porch and left. just left, what did i pay the $50 for? Huh answer me that? When i told this story to the young lady in the store she acted like she didnt want to help me buy the speakers i was looking for, matter of fact i stood there looking for over an hour and they wouldnt come near me, when i ran into a friend who works there he said well unfortunately we use outside contractors so theres nothing WE can do and he acted like he wanted rid of me, this is the store on drew and U.S. 19 in Clearwater Florida, this sucks. I went to circuit city and they were friendly, nice, kind and helped me out even took back two stands opened that would not fit my wiring. I cannot believe the subpar service, i have always had good service until now, I plan on giving circuit city allllll my business and recommding it to my friens, best buy my butt. I want my $50 back or i am writing the ceo of this jip joint.

 

Granted, 888-BESTBUY is a pain in the ass, just sometimes the reps cannot handle certian things in the store. so they have to tell them to call that. I am a customer service rep at best buy, and ive had people say ive been the best theyve had, and others the worst, we dont make the policies we just enforce them....read the back of the recipt for christs sake and youll be fine....and i have the numbers to prrove that best buy is exactly that...the best....so dont hold youre breath for us to go down..

 

I would love to tell you of our experience my wife and I add with the Big Blue Box (Best Buy) in Green Bay, Wisconsin. Trust me if I would have know of your Web site I would have heeded the warnings and advice of others that have had just horrible experience with Best Buy.

Well here goes:

My wife and I decided to take some of our Tax Return to buy us a new Washer, and Dryer. Well as usual we went to BB as we have done for in the last (9) years to buy all of our Big Price appliance items, as we have bought our (3) Desktop Computers, (2) Refrigerator, (1) Dishwasher, (2) TV's (3) DVD Player's, (2) VCR's, (3) Surround Sound Systems ... . etc ... well you get the picture, close to $10,000.00 over those (9) years.

Things seem to go smoothly with the purchase of both of them till the arraigning of the FREE delivery that was with the package deal. But the sales person worked out the glitches an made the delivery on Wed's the 14th of February in the late afternoon. I informed the sales person that we had some serious plans made, and could they arraign it before or after the 14th. "No" was the reply that it was the only day they could make the delivery. Well ok I said, "but let's make sure it happens". No problem was the reply; a they would call us the night before to confirm the time in the afternoon. "Great", I said, let's do it.

The night of the 13th we waited till around 9pm for their call. Nothing, no call. So I called the store a talked to the sale person that sold us the Washer/Dryer, and asked when they would be delivered. I waited on hold for over 20 minutes. Finally I called back and asked for the Manager on Duty. Waited other 10 minutes till he came on the line. I explained the situation to him; he stated he would check into this. After other 10 minutes he game back on the line. He stated that the Order for delivery was CANCELLED and that there was not going to be a delivery. Well my jaw dropped to the floor. "What the Hell was going on", I asked, I know we didn't cancel the order for delivery. I informed him of this and said this was not acceptable and that they would need to make the delivery as promised and that we would not be available for any other day. And why the Hell had this had happen. After waiting for other 15 minutes on the phone he finally came back on with " it will be delivered tomorrow between 4pm an 6pm" OK I said great. As I was about to thank him he hung up, without an apology of any kind, or any explanation of what was going on? Well this should have clued me into Best Buy's customer service policy of SCREW'EM AN LOSES'EM. Well as promise they did deliver the machines on time, but not with out some hassles there too.

Where comes the good part:

The following week my wife an I decided to buy a new laptop computer, and of course BB was having a Package Deal on a Toshiba laptop with Windows Vista installed and also with Mini mouse, and carrying case. This sounded great, and in our price arrange too. So we went into the Store and as usual we had to hunt down someone in the computer department to help us with the purchase. After finding a fresh Snot Nose Narcissistic Kid barely out of high school to help us, we decided to ask a few questions about the New Windows Vista system. We wanted to know if this laptop would be able to communicate with the other (3) computers we have in our home running Windows XP? And would it work with our Linksys Network Router System? And will we be able to share files, and to use our Lexmark Printer with this new Windows Vista, and our Network? " Well of course it would ... was his reply, with no problems. " Well with that, and the blind trust I put in people we bought the laptop, and the extended service plan. And back home with our new toy.

Well we got it home and started to set it up, and everything was going as smooth as silk till we tried to set up the Network to share files/folders with the other computers, and the printer. Now I am not illiterate when it comes to computers, nor am I an expert, but I knew something was a miss, and something was not right. Well it was late and we decided to wait till the morning to finish the setup.

The following day was the Worst Frkin Nightmare I have had in 35 years (showing my age of 55) of dealing with any big business, and of course the worst day I ever had with Best Buy.

I kept trying to make the Laptop communicate with the Network, and my other (3) computers. I would keep getting a Microsoft Windows Error of "not finding a Network". After spending an hour on their web site I could find nothing, so I called them. I spent over 45 minutes waiting; finally I spoke to someone about the problem (because I thought since it was a Windows Error the would be able to help) no such luck. They said I would need to contact Toshiba about this since this was an OEM (original equipment manufacture) problem, and not theirs. "Great" Called Toshiba, nothing, this were their service person informs me that the new Windows Vista program will not work with the network, router, a printer if my other (3) computers are running Windows XP. "HOLY COW POOP". This was Frkin Peachy. Toshiba suggested to call Best Buy to see what they can do for me, buy asking someone there if they could help set up the network to communicate with the other computers. Sounded like sense. So I did.

So I called the Big Blue Box (BB) and spoke to same manager I had dealt with on the delivery problem. Wow that was the most stupid mistake I ever made. This manager was the biggest "DICK" I ever spoke to. I calmly explained the problem to him, an how I was led to believe that there would be no problem with this Laptop running Windows Vista to work with my computers, network, and printer. He told me point blank told me that his sales person would have "never would have told me such a thing". God I was outraged, not only was He calling me a Lair but also it was quite clear that this worthless manager was not going to help me at all. I asked to speak to his Boss, (the store manager) SHE was not there. Then I asked how to get in contact with his District manager ... . guess what ... that's right, he refused to give me that info also stating he did not know how, an even if he did he would not give me that info, because all customer concerns, and problems are handled at the store level, and that this problem did not warrant any further attention. What a worthless piece of human waste. I asked what was the name of his store manager, at first he was very hesent, and then he gave me her name.

Well for the next (4) days I spent calling the Best Buy customer service line, (what a gdamn joke this is), calling their Corp Office, calling their District office, trying to get someone to listen and care about my problem. Again No-one gave a Royal flying Rats Ass about what was going on. Only to inform me that all the customer relation problems needs are handle at the Store Level. "My God, don't they understand that here in lies the problem the Store Management and the rotten little peckerhead that sold me the Laptop. "NO>>>HELL NO". So after nearly going to the Hospital because on my Blood Pressure I decided to give it up. Knowing that Best Buy had SCREWED ME IN THE ASS AN NEVER USED ANY TYPE OF LUB TO EASE THE PAIN. Then out of the Blue the lousy Store Manager called an gave me the lamest apology I ever heard but still would not help me with my problem only offering to send out the GEEK Squad to make my Laptop work with my other computers, an network. But of course this would cost me other $200.00 for their service. God what kind of sick joke these folks live under, what kind of CON-Game they are playing on the costumer, what kind of people believe they would have me come BEST BUY GO TO HELL YOU ROTTEN MOTHERF___KERS.
back an waste my money in their store after this kind of Bull Sh___t.

God I pray, and beg anyone reading this not to buy your need's at Best Buy, they will Lie, Cheat, an screw you up the behind so hard, that you will see stars. If any one reading this and still believes they will get good service from BB, all you will get is a Stroke.

 

I bought a 50" TV from Best Buy and they bulb blew in 2 months of having it. Best Buy would not replace the bulb or take the TV back. They wouldn't even provide us with any information on what to do next or how else to call. This is under complete warrenty! but still no help. What crappy customer service Best Buy is.....I will be contacting the Best Buy Corporate Office for further inquiries

 

Yes, their customer service sucks. We have an exteneded warrenty on our laptop which they have honored, however we have had to wait extended period of time for them to get the simplest things done to it.

Originally I thought the hard drive was going bad....there was terrible sounds coming from the hard drive area. We took it in, explained the symptoms and the likely problem and they returned it to us 2 weeks later with a clean fan and said the hard drive was fine. Booted it up at home, same noises from the hard drive and it crashed 2 days later. They've now had it for 3 weeks when I could replace the hard drive myself in 5 minutes!

Phone service is terrible also, have never been on hold for less than 10 minutes when calling them. Boycott Best Buy.

 

There is not a single thing sold at Best Buy that you have to have to survive. If you walked into the store and no one talked to you, you would get pissed. Now you get great service, you get pissed. If you really needed that I-Pod that bad, you would walk yourself into the store instead of calling. Do you you call ahead to see if the grocery store can answer all your questions about milk? You live a life of luxury. Get off the coach and get the thing that you must have at the store.

 

I just got off of work at Best Buy, and I feel like I've entered one of the most pathetic conversations ever. You are complaining about phone service. I've got an idea for ya, COME INTO THE STORE LIKE EVERYONE ELSE. Of course you have a busy schedule. We all do...and guess what else, we are busy 90% of the time with people that are right in front of our faces. Look at the numbers. Best buy is destroying the competition in electronic retail. It's because we know what we're doing, not because we "take advantage of idiots".

I personally help everyone as soon as I can, and so do my co-workers, which is what ticks me off so much when I read stuff like, "I didn't get any help...they were rude to me!". I'm there to help you with your purchase. We have a 10 ft, 30 second rule at Best Buy. That's difficult for us to do without having a phone nearby. We are busy, because we have a lot of customers. We average selling to 50% of people that come through. Boycotting a whole company isn't going to help. You can sure as hell boycott one store, and that's all fine and dandy, but quit putting down a whole corporation's employees that get paid less than you but probably do more work for people's assistance than you ever have. So next time you want to shop somewhere else because you feel like we're stupid or an ass hole. Go somewhere else. Studies show that we do care about our customers more. NUMBERS SHOW THAT.

Today I had a customer come in and ask for a Playstation 3 for $585. I told him that I couldn't do that for him, because it's already a great deal to begin with. I proceeded to tell him that blu ray players alone usually cost well over $500. He told me that I'm trained to bullshit. Here's the thing, people need to quit being so paranoid. We have to educate ourselves to make your life a little easier. Now if you don't mind, educate yourselves as well on products. If you're interested in something, you owe it to yourself. If you get suckered into buying something that you feel isn't up to standards, then that's not good...but the blame can't be soley on an employee. We aren't clones, we are all different. Just because I had a bad run in with a cop doesn't mean that I go off spouting about how a whole police department doesn't care about me or my needs. Be mature about it.

 

In response to Tyler:

There may be some Best Buy employees who care, but in my experience, for the most part, its all about the all mighty $$$. You said it yourself: your extremely busy selling to other people. Why?? To make yourself $$$. I haven't read through the liteny of posts on here or, for that matter why, but I get the jist from your post that someone's complaining about phone customer service. I'm sorry, but whether it's over the phone or in person, good, pleasant customer service shouldn't end after the sale.

How would you rate my situation for customer service that I've had to deal with for 3 months now because of my PSP for a 61" DLP TV that someone at Best Buy did actually sell me IN THE STORE.

Here's the scenario: TV looks like an Xray or negative when you watch it and we call in mid-Jan. to have the tech come out. Mind you I purchased the TV in Dec. 2005 (Not even 2 yrs. old). Well, because there is only one technician in this area who comes ever 2 wks., I had to wait 10 days for his first visit. Best Buy said oh, sorry he's the only one who works your area that works for us and there's nothing we can do. This same guy, due to that fact has been out to my house count them 6 times for the same problem. To me: "No Lemon" kicks in right? (6 divided by 2 =3 and Samsung got the pleasure of coming 6 months after I owned it so that's #4).

Nope. Best Buy wants him to order a part. Well in order for techn. guy to order a part, he has to get a number from me. He calls me at 12:00 pm on a Wedn. (when I'm at work), asking me for the number. TV's in my house. I ask him for a number that I can call him after 5:30 p.m. He says he doesn't have one. He turns his phone off at 3:30 p.m. I asked if he can call me btn 7:30 & 8:00 a.m. the next day because I have to drop my daughter off at school. Same thing, don't turn my phone on until 9:00 a.m. He tells me what he needs and so I call and leave a msg. w/ him when I get home that night. However, apparently I've given him the wrong number, but he doesn't call me back until Friday. My choices are now, wait another week until he can be in our area, or keep trying different numbers on the TV. Excuse me isn't it his job to do this. Best Buy isn't paying me to do his job are they? I call customer service. Obviously w/ my type of PSP I can't go INTO THE STORE. I relay the scenario, and express extreme frustration that the Best Buy technician will do absolutely nothing to help me out other then "tell me what he needs to order the part." I'm sorry, but he could have made an exception and picked up the phone for 2 mins at 5:30 p.m. so we got it right the first time. Eventually a supervisor got this guy on the phone to tell him to call me and he did. Again, I'm sorry, but I shouldn't have to jump through hoops like this to get some guy to order a part when he should have done it when he was at my house the other 5 times.

Maybe now you can understand why people are complaining about poor customer service, and it really shouldn't end once you leave the building. I shouldn't have to "COME INTO THE STORE" to get it.

 

We don't get paid on commission. So it's not really about the almighty "Ka-ching". I get paid just as much, whether you buy something or not. The department I work in which is media gets the most phone calls throughout the day. The problem with that is that we are the busiest department by far. I'd love to have the time to answer the phone, but I simply cannot. Today I got into work at 7 am and had to pull over 2,000 cds off the shelves. While I was doing that, the employee that came in had to stock new games/dvds/cds...all that good stuff. It's just not as easy as picking up a phone when you have all of that to do mixed in with customers that are actually in the store.

Regarding the whole television issue. I don't work in Home Essentials or as a Technician, so I don't really know what to tell you about that. I do know that our technician is very very busy, as I have gone on a few road trips when his "side kick" wasn't there for him. We have had customers bring in a non-working tv numerous times though. I help them unload it and then we take it to Geek Squad, at Geek Squad we plug in the tv and do a few tests to make sure everything is working properly or not. As far as a tv not working after 5 times in a row...sounds like a bad batch. It happens, especially once a newer tv or any new product is released. I'm sorry that that happened to you, but it's nothing new. One faulty component on a newer television can permanently fry the TV. I guarantee you that if you came to our store, that we'd do our best to help you out though. Our Home Ess and Technician have won many awards for customer service. Don't let a bad experience drive you to a grudge match against us. By all means though, don't shop at that store if they suck. Out of 800 stores, there's going to be a few bad eggs.

 

I purchased a reward zone card at the Macon, GA Best Buy location. After purchasing a new laptop, I went online to check my reward points and found out my account information is wrong. I called Best Buy Member Services four times over a four month period regarding this issue. First they told me it would be corrected within a month. Four months later, they told me the "case was closed" and "under investigation." I'm a patient person but this is just getting ridiculous. How long will it take for Best Buy to correct their own accounting mistake? It's time for some corporate responsibility.

 

Well did not have time read every post, but I did read enough to get the general idea those of you that complain are the trouble customers to begin with.
I work for Best Buy as a second job in the Geek Squad on the weekends. It is truly amazing to me the unrealistic expectations people have. They do not want to purchase the service a plan, but expect to receive the same benefits as a customer that did purchase one. I have seen many managers bend over backwards to help a customer in anyway they can, until the customers gets rude or belittles an employee. The managers will not put up this type of action from any customer. I have seen a number of people forced to leave the store for physcial and verbal abuse of an employee. If you want to get your way within reason, ask for a manager and be kind. They will help you. Remember it is a business and as any business they are in business to make money. So please understand that they are not always going to give you a replacement product when your item is out of manufactures warranty and you did not purchase a service plan. Believe it or not, Best Buy has made arrangements with many vendors that does allow them to replace an item instead of sending it in to repair That lovely word DEVO - cheaper to replace then to repair. If you are sending something off to service, the store has no control on how long the repair takes. Give the agent as much info as possible. Do not expect the service center to repair anything not reported. Before you sign the agreement, read what the agent typed in to verify all the info is correct. Above all else read your contracts, the service plan, the star tag, your receipt, and do not be a jerk. On a side note, about opened software, music and movies, there is a law in place to prevent returning them once it is opened, it can only be exchanged for the same item.

 

1. Customers are spoiled brats .
2. Have no Idea how to shop in a store .
3. Think there the only ones next to jesus that need waited on.
4. rudely interrupted you when helping another customer then gets pissed because you can't help them right away .
5. calls the store and say is this @#$@@ after you told them who you are.
6. never understands the refund policies .
7.Talks on the cell phone when your trying to talk to them or ring them up.
8. Don't know where they are and says where am I again.
9. Cry's because the item is not on sale.
10.Demands a free item because they shop there all the time and spends millions of dollars. NOT!
11. Babies unattended while cracker mom rushes the store for a 10 dollar TV.
12.can't believe there is a long line on the weekends at check out and there in a rush after being in the store for 2 hours.

13.Tell them sorry sold out then they keep saying are you sure and repeatedly says you don't have it! and why?
14.ask for ink for a printer and don't know what printer they have.
15.the list goes on and on
and you wonder why we act the way we do besides what do you expect from a low paying job a dinner and a movie?

 

My wife and I had a great experience purchasing a fine 42 inch Panasonic plasma tele at Best Buy last month. The sales person was agreeable, and pleasant. He helped us make what was for us a rather large expenditure, guiding us in the right direction, making the right choice on the right model. Ultimately we came to the decision to take Best Buy up on their offer of 18 months interest free to finance. We were pleased with our shiny new tele. What Fun.

...Until we received the second bill for the shiny new tele.

My wife had decided she was sick of sending out the payments for all those bills through snail mail. "It just gets more and more unreliable", she said. In order to circumvent this unrequited tediousness, we were going to adopt the smart practice of ON LINE BILL PAYMENTS for Best Buy and a few other companies to whom we owed vast sums of our daily toils- Smart thinking, we thought. So ahead she went, paying the bill through the on-line payment process, one day before the payment due date of the 6th of the month, but alas, at about 5:30 in the afternoon. Because they would receive the payment acknowledgment BEFORE the due date, she assumed it would be taken as paid that day and all would be well.

The second bill arrived promptly, subsequent to initial on-line payment efforts. Strangely enough it had what appeared to be a "late Fee" in the amount of 35 dollars in the itemized charges column of the payment history info. My less than docile wife then took it upon herself to Call Best Buy customer service and ask them to remove this erroneous charge post haste! They refused. My wife asked them "why would such a thing happen to a customer who had clearly made the payment on time?" "Ah, but it WAS NOT paid on time", according to the already flustered customer service woman, "it was made the day before, but not counted until the day of, because the payments for any given day have to be in no later than 4:30 pm. (I am not making this up). Our microscopically printed terms and conditions state it clearly in section 145, paragraph 23, page 2456. Surely you would have seen that one, wouldn't you?"

"Yes, of course" replied my wife. "But, if it is to be considered paid on the very 'due date' the payment is supposed to be made, is that not considered paid on time?" "Well let me tell you how its done miss", the customer service woman clamored, "it isn't 'processed' as a completed payment until the [fat lady sings] the payment has sat in the 'system' for something in the area of about 24 to 48 hours after the said payment has been made."

"In some cases it could take even longer". Said the increasingly disgruntled woman. "Then what is the point of the on-line payment process?" asked my wife. "I spent an hour on the computer setting up an on-line account with my already established account only to be hung up with the very same issues I would have with snail-mail. That makes no sense!" My wife was starting to feel frustrated.

"That is some pretty terrific scam you have going on there". My wife Furthered, Goading her newfound adversary... "Can you please remove the charge, as I don't really believe you can call this payment late." "I am sorry ma'am, but I can't do that?" "No, you are going to remove that charge, and I will most likely discontinue any and all business I might be inclined to do with Best Buy in the Future." "The best I can do is forty percent" countered the woman. (I am not making this up).

"You have to be kidding!" My wife exclaimed.

"That is the best I can do... Ma'am, it clearly states this in the upper right hand corner of the statement on page 137."

"Oh for Chrissake, can you at least put me on the phone with some one such as a manager that can do the right thing here?"

...Silence.

Someone did, after more than 15 minutes of wrangling, finally agree to remove the bogus charge, but all I can say is...

WTF...!

 

As a former Best Buy employee i have many things i could say in defense of most of the employees, but also in defense to the customers. Best buy teaches thier employees to be "Salesmen" I remember managers qouting the movie "boiler room" many many times "ABC always be closing" i remember them telling us "you cant handle selling some moron a camera here is your taco bell app" i was fired by best buy way way way unfairly. I would allways go out of my way to satisfy my customers, i would always be fair, i would always be honest (even if it meant losing a sale) i was written up once for telling a customer that what they wanted and what they wanted to pay was totally opposite they wanted a computer that would run way advance programs but didn't want to pay over 300 any one who knows computers knows you can't run high speed gamming on a 300 P.O.S. machine its just not gonna happen when the customer left sadly unsatified i got in trouble my supervisor told me i should have just sold him the P.O.S. computer and let him have problems then he would have come back to get geek squad services cause the guy was "retarded" and "had no common sense" but don't get me wrong their are some employees that work very hard for you like in janesville, wi there is a kid named mike in appliances that is great, and a kid in madison named kieth really nice kids that really did help people. but as an employee i must say people expect everything from them they expect them to bend over backwards and break rules. i remember being on the floor in computers and literally running around trying to help 5-6 buying groups at once, and trying to answer phones. when its busy i'm sorry but answering the phone is damn ner impossible. those stores stay very very busy! so my advise is try to remember this when your talking to them especially at the customer service desks 9 out of 10 customers come in already mad at them and yell at them the store i worked in we litterally had to call the police at least 3-5 times a week because of customers goin nuts and throwing things at us or taking swings at us. i remember a young girl sitting in the break room crying because someone went off on her because another associate sold him a bad camera. well it wasn't her fault it was defective. Best advice don't go off on associates go directly to management start out nice about your problems if they give you attitude skip them go to corporate. cause depending on who the manager is they will either bend over for you or they wont they are either gonna be really nice people or a bastard one or the other, be nice and they'll be nice if their not its not worth getting mad over go to corp. threaten lawyer and they'll do anything you want. but don't take it out on the nice little girl behind the desk or the busy kid in the computer department that couldn't get to the phone

 

Why dont you all grow up and deal with life, and man up to everything instead of bitching about it

 

Ok I suppose we've all had some bad experiences with Best Buy... its fair to say any retail store I've shopped at I've had one bad experience or another, but I've had plenty good ones. I think its all about who you are accompanied by on your journey.

I've worked for Best Buy, I worked in the PCHO department on non-comissioned sales. I helped setup a store as a GEO in San Diego. I've done all the necessary training, and I hated it. It just wasn't for me, it wasn't my type of work environment, I felt like I was a Drama Kid in highschool. Thats just who they like to hire, excitment, customer centricity!! not me.

Guess where I work now? Yep, the national Call Center. And guess what, guess where it is? San Diego, CA. Amazing huh? Oh and there is one in Houston, TX too... their name is NCO and they put a HORRIBLE name on Best Buy. Our tiny team of 16 individuals, both sales and support agents out perform all 100 of those NCO people. They create problems, and make us look bad. I'm telling the truth, I've heard everything happen, fraud, lies, cheating... its sad.

You guys all have valid points and probably deserve better treatment next time you go to the store. I take a lot of passion in what I do, and address every problem as if it was mine. I hate when a customer calls in with a bad experience in the store, I immediately take the blaim, apologize and work towards a resolution. Also, if people would please start realizing that call centers are not incompetent retards brought in from the local rehab center. We are trained, actually pretty exlusively, just like any other BBY employee and we CAN handle your problem, and in the event that we can't... we WILL get you to someone who can.

ALSO what people need to understand is the fact that there is a reason why we are here, and guess what? its not for the inconvenience of the customers. Best Buy scored extremely low on customer satisfactions over the phone... no one was answering, still no one answers sometimes (YES IM TALKING TO YOU GAITHERSBURG, MD). Anyway, because customers could have been helped easily if addressed, they used us! And we do a damn good job for the most part, I mean I am at work right now, and right next to me a friend Mike just took a call and said "not a happy customer." The majority of the people are not happy, and do not want to hear a holding tone or a ring tone, and sometimes its as simple as just canceling an order or getting some information on inventory. We can do everything here and if you want an extensive list to test us, just let me know, or call any of the MD stores.

Sure, we can't do schedules, we can't do returns, and we can't give guarantees, but we do quite a bit. I'm not asking for respect, its not worth it, i'm asking for trust... and if you see that you don't find the service on the phone helpful, email us or call us and let us know so we can make it better. We all want to keep this job, it pays great!

Boycotting a business is like being racist... You're holding the actions of a few individuals against an entire retail corporation. Just let your wall down maybe once more and try us again, let us know that your experience last time wasn't good and we'll attempt to make this one worthwhile and mind changing.

:D put a smile on people, you're alive. i apologize if you've have a bad experience, i'll make my efforts to insure that everyone I personally deal with gets the service they want.

Thanks!

Nick J CSR-BBY STORE CALL SAN DIEGO

 

In other news, Rosie O'Donnell anounced that she is leaving "The View" to work in the Best Buy customer service department. "Radio Shack is responsible for 9/11," she claimed. "They are in cahoots with Bush and Popular Mechanics to dumbify the sheeple. Best Buy, on the other hand does not sell guns and we are working to make sure that any movies of videos with Tom Seleck speaking ching chong will no longer be sold. All floor personell will be required to yell "You luser" in response to any customer complaints. I'm really looking forward to it."

 

I bought a computer from best buy a year ago and the thing has been broken since dec 06, which was six months ago. i bought the perofmrance warranty and they cant fix! they refuse to utilize the lemon policy and are giving me the run around! go to frye's electronics instead. best buy is a rip off

 

I purchased a Gateway notebook from Best Buy in Plattsburgh NY in August of 2006. Within one month the entire system no longer turned on and had to be repaired for a system fan error. I brought it out the first day I could (September 16) It was sent out and did not come back in for nearly three weeks.

The SAME DAY I got it back, the machine turned itself off and refused to start again. I brought it back the next day I could (October 2nd) and was told the memory was fried. They replaced it in store.

Over the next few months, the computer refused to get online, "lost" all of its sound devices, and began to pop up a blue screen which satted that my new hardware and/or software was causing compications and shutting down my computer.

I brought the computer to Best Buy in January about its problem getting online and was told to call Gateway. Gateway fixed both the internet problem and the sound device problems over the phone.

In March, I took the computer to Best Buy again and asked about the increasing frequent blue screen. I was told they couldnt do anything for it unless I had the screen showing when I gave them it. I left and within a month the computer was no longer turning on.

On April 4th I brought it back to Best Buy AGAIN and had it sent out for repair. They replaced the memory AGAIN and gave it back declaring it fixed. I brought it home and didnt turn it on for a day and a half. When I turned it on, the same blue screen was still on and shutting my computer off.

I called them back and was told I had to bring it back in before they could consider doing anything. I might add I live over an hour away from this store and that it costs 15-20$ per trip out there.

I waited for the next day I had off from work and brought the computer back in on April 20th. I asked them to do a diagnostic under my $300 Best Buy warranty. They complied, disassembled and inspected the computer. It was returned to me with the promise that whatever the problem was, it was gone.

On April 27, I brought it in again for the SAME PROBLEM. I brought a list of the messages on the blue screen and asked that something be done. They did a system diagnostic and I had to leave the computer there overnight. I called the next day and was told that my operating system was not working properly and I'd have to pay $129 to have it reinstalled. I was then told that I'd have to pay for data backup ($99). My boyfriend got on the phone and within 5 minutes they had decided they'd *only* charge us $49.99 for data recovery and "generously" would reinstall my operating system for free.

We told them we were not satisfied with this offer and would be at the store. When we arrived a manager came to tell us about the great deal we were getting. When I explained to her the I wanted to back up my data for free, she told me this was not reasonable. I replied that if my computer had been fixed on any of the three trips I had made so far for THIS SAME PROBLEM, I could have backe dup my own data before the computer could no longer get passed bios. I told her I felt that in selling me a computer that has not worked properly since the time of purchase it was her problem that she sold me a broken computer. She replied it was "not her problem" and that it was "Gateways fault" that I had a broken computer, not hers. I told her I did not purchase my computer from GATEWAY, I bought it from BEST BUY.

They at this point offered to back up just My Documents for half price at $30. When I replied again that it was unacceptable, the Geek Squad employee behind the counter said "You can't afford thirty dollars?" Not that it's any of his business, but no, I cant. I have spent over two of my measly miniumum wage paychecks driving out to the store to have it fixed.

I am suspicious of the fact that they could not tell me what the problem was until the computer had reached a point that it would cost me money to have it fixed.

I am planning on filing gender discrimination charges on the basis that they immediately took almost $200 off as soon as they spoke to my boyfriend.

I am very displeased at their refusal to accept it as a lemon because it has not needed 4 service repairs requiring parts (its only had three + all the other issues). I feel it is obvious that this original product is defective and am in the process of sending my complaint to the Attorney Generals office.

In the end, I told they I would not pay for data backup and to reinstall the operating system for free. I lost all my data information and am not only writing the letters above but also to the local newspaper, Best Buy headquarters and Gateway Computers.

I hope they are satisfied with the $1500 they got out of me for this computer and warranty. I am more than happy to say that I have now deterred 4 students heading to college from purchasing a computer there as well as deflecting a friend from buying a stereo system from them. So they cost me 1500+ about 200 in gas, andI deflected nearly $8000 dollars worth of business from them.

I will NEVER return to that store other than for the future repairs under warranty that I anticipate for this computer.

 

I bot a FullThrottle and it was FLAT!! .. Best Buy wouldn't return it! SUKZ!!

 

I just bought a Refridg. from Best Buy in Bangor, Maine. I'm in love with it! Had it installed by the Best Buy installers! Now, after 4 days the door won't close!called the 1-888-jerk me around number several times, only to find out that the repair guy was an hour away and they have no one in the central Maine area to fix the problem!I have a Daycare in my home and need the refridg.The repair guy can't make it here until at least Thurs. and Today is Mon. I started this whole adventure on Sat.
I wish I had found this site before I bought from Best Buy!

 

Best Buy Geek Squad Service --- Purchased a Cannon SD700 Camera and the extended warranty, the strap broke where it attached to the body of the camera and it fell. They made me pay $200 to have that screen repaired 4 weeks later I was told it was ready to pick up. I picked it up and as soon as I got it home tried to used it and it did not work. Called the store immediately and they said they were sorry bring it back and they would fix it. Now they say it has corrosion damage and want another $400 to fix. Spoke to a manager and he said that they should replace it but need approval of the Geek Squad Manager first, next day he called and was the rudest individual and said they are not replacing the camnera and if I want it back I have to pay for it. I contacted the Corporate Customer Service who told me had I not removed the camera from the store they would have fixed it but since it was removed from the store they are not responsible. Bottom Line make them hook it up and prove to you it works or you will be out $800 and have a useless camera!!!

 

Having the worst customer service experience to date.
Took in my laptop with the extended service plan, for a mother board. I was told three days later to come & get it. Walk in the store, to be told, needed the invoice copy, to send it out for repair.
HP/Compaq laptop....well its three weeks later, and im being told it could take up to 90 days, but if i dont get it back within 60 days, they will replace it. (so they say?)

Had the same type of problem with a Del laptop.

They sent UPS to pick it up at my home & it was delivered back with 4 days, working great.

Before you buy anything at bestbuy...pray it doesnt break.....

 

Best Buy is terrible. They have a million workers walking around, and no one to assist customers. Every time I went into that store I had an issue. I closed my credit card there, because I vowed to never shop there again. Ever.
The deferment plan they have in place is a scam. They have a bunch of hidden charges. So far I had recieved about $150 worth of credits due to the continual mishaps that happen to me when I'm there. I don't want any credits of any kind, just give me decent customer service.

 

Instead of bitching why don't you get off your lazy ass and do something about it. Start a new business that competes, do something. Stop complaining! I don't care - no one does.
Stop wanting more than you need and there won't be an issue.

 

Angela (who works at Best Buy and has pounded this board with defensive posts), please dial these numbers right now (or at any time you feel like it):

Burbank, CA - 818.845.5121
Glendale, CA - 323.912.9288
Woodland Hills, CA - 818.713.1007

who'd you get? that's right: no one. absolutely no one.

go ahead try again now. or in 15 minutes. maybe even at the end of the day. and please, by all means, let it really ring...and ring....and ring...and ring.....and ring....and ring....and ring....

you'll still get NO ONE.

THAT'S what this discussion is about. it's not about the pay of the employees (because we don't care - we have jobs). it's not about bitchy customers (because we don't care - we are the customer). and it's not about how many things you have to do and/or deal with simultaneously during the execution of your job (because we don't care - it's not our job).

it's about Customer Service -- on the floor AND on the phone AND on the Internet. period. end of story. and Best Buy's truly does not only stink, it wreeks. walked out of a store today because i stood needing help for 5 or so minutes before someone came by, i indicated i needed help, he said "ok, i'll get someone" (what? how 'bout YOU help me!!), walked back by again to tell me someone was coming to help me (what? no, REALLY, how 'bout YOU help me!!), and i stood another 10 minutes with no help. and SEVERAL employees saw me standing there...waiting.

if it makes you feel any better Angela you should know that your company is not the only poor provider of customer service: nearly EVERY retail company in America right now is just as poor. "customer service" these days is just a vanity tag meant to help the company appear as though they care....they only care when we pay, and that endearment often ends with the close of the register drawer.

but we all...that is, the buying public knows better.

it's about Customer Service, Angela.

(i wonder if corporate knows about boards like these? i wonder if they know an employee such as yourself is out here trying to justify the company's poor performance in this area...while villifying them in matters of employee relations? i wonder...)

 

Best Buy's customer service is nothing short of pathetic! In the store, on the phone - anywhere!

I bought a computer from BB with the promotion of a free Windows Vista upgrade. I got home with the computer, filled out the forms according to the instructions and sent off for the upgrade.

Months later I get a letter saying that Microsoft has received everything but an order number. There wasn't any mention of an order number when I applied for the upgrade, so I returned to the store, thinking they forgot to give it to me. Nope. They don't have them. The store's customer service rep said I have to call the 888-BESTBUY number and they would give me the order number. Well, 2 transfers later and 10+ minutes on hold (while I'm in still in the store) I get told by the phone rep that I have to call the computer manufacturer for that. They give me a toll number, no 800 number.

So I call the manufacturer only to be redirected to yet another 800 number for a rebate center. To make what seems to be a never ending story shorter, the rebate center is closed and is not issuing any more order numbers!

BB, I'm sure, was able to increase sales based on a fraudulent promotion of a promise of a free upgrade. I filed for the rebate following all of the instructions and within the time frames BB specified, yet they won't stand behind their promotion! The only thing I've ever received from any of BB's customer service reps has been a lame "I'm sorry". Furthermore, looks to me like they push off their customers to some 3rd or even 4th party to give "customer service". You really want to deal with a place that treats their customers that way?

This is one customer that will NOT be entering a BB store ever again!

 

A while back I bought some blank DVDs- I usually buy a supply and keep
on hand so as not to run out. By mistake one of the package was DVD+. I took it back to Best Buy to exchange for DVD-. The package was brand new unopened, but because it was over 30 days they refuse to let me simply
exchange it. I could understand their policy, in some cases they can't return after 30 days' There are always exceptions to the rule, they need to be smart about it. I wasn't returning only making an even exchange I tried to explain I buy in bulk and sometimes they sit there as needed, It was no loss to them and it would have made me a happy continued customer. Instead I now rarely ever shop there, only as a last resort for small items. For a few lousy dollars they lost a valued customer who have spent thousands on TVs and appliances elsewhere, hard to believe!
This happened over two years ago. Customers don't forget. I would never buy a large item from them. Without looking at their sales ads I toss them into the garbage every week, it's my way of getting even. I tell all my friends not to shop there, even got rid of my BB stocks.I'll
forget how unimportant they made me feel!

 

I can understand that it could be frustrating for everyone; however, there is more likelihood I'd consider buying from them if I could get info first. If I can't do that, given fuel prices, I'll say forget it, perhaps even forego purchasing the item, but likely go on to another store who will answer the phone.

 

my husband and i bought a tv,the day after thanksgiving sales, in 2005. and it was insigna name brad 30 widescreen, it was nice tv we love it. This was replacement of other tv that we had for 18 years. no joke never had problem anyway. about two week we watching all of sudden the screen went balck and were pop and there was a flash, and smell like electronic smell. so we unplugged it and we had hook up to upc for computer so if power it would be protected well. there was not a power surge at all. so i call our local best buy. he said
warrarty was out and would NOT matter we would not able to replace it becasue we don't carry the parts and we wouldn not honor the extend warrarty. buyer beware i will never shop at best buy again. we also had our reciept to. so don't buy the extend warrarenty either.

 

my husband and i bought a tv,the day after thanksgiving sales, in 2005. and it was insigna name brad 30 widescreen, it was nice tv we love it. This was replacement of other tv that we had for 18 years. no joke never had problem anyway. about two week we watching all of sudden the screen went balck and were pop and there was a flash, and smell like electronic smell. so we unplugged it and we had hook up to upc for computer so if power it would be protected well. there was not a power surge at all. so i call our local best buy. he said
warrarty was out and would NOT matter we would not able to replace it becasue we don't carry the parts and we wouldn not honor the extend warrarty. buyer beware i will never shop at best buy again. we also had our reciept to. so don't buy the extend warrarenty either.

 

i read all the review and post one myself it just comes down to this
BEST BUY SUCK, AND I WILL NEVER SHOP THERE FOR ANYTHING AGAIN I WILL GO TO OTHER STORES TO PAY FULL PRICE.

 

I think it very fair to say most posting here aren't happy campers. From my experiences I feel the problems might be related more to the individual stores and their managers and additudes, than the company as a whole.

I have never been connected to any type of call center in over 10 or 12 years. Just called a couple of days ago, I did get the automated system, but I even get that at my doctors office where my calls can be infinately more urgent than any I may have with Best Buy.

I can state I should qualify as a high use customer as we have purchased 3 projection TV's, 4 computers, 1 lap top, 2 cameras,untold movies, music cd's, 4 vcrs, 2 dvd video recorders, and more.

From these devices I have had great success and total failure. In fact a Sony lcd projection TV I bought 3 years ago just failed, to the tune of $1300 to repair. This problem is not Best Buys, but rather Sony's.

A new computer I bought 2 months ago, had issues with making too much noise, and just not booting up consistantly. I went back in before the 14 day period asking if these were normal issues, and was promply told to just bring it back they would replace it. This is what I did and the replacement is working as expected.

I can't state the number of times I have purchased things and had them go on sale the next week. Just went in and asked, they looked my reciept up on the computer and I get the sale price.

Again I really think the issues have as much or more to do with the store or district you may live in and the attitude of those employees and not the company as a whole.

While I know most of the post here have been negative, I felt I had to let you know there places where they are by far the best thing in town.

 

You whiny ass customers lol. I work at a best buy and the customers that come in are just retarded. I had a lady try to return a t.v. becuase she could figure out how to power to it. After spending twenty mins on the phone with her, and listening to her swear at me for selling her "a useless tv with no parts" she finally let me explain that if she would look in the manual, it would explain that there is a converter that must be hooked up, that is included with the tv. Well what do you know, it powered up, oh my god. So she does'nt say thank you or anything, just hung up. Stupid customers like this jade us and make us think every customer is iq challenged. And don't buy a cheap ass tv, its not going to last you, you get what you paid for.

 

RETURN POLICY- 30 DAYS

Learn to read. It clearly says it all over the reciept, if you can't bring a product back before a month, then don't expect a refund.

 

In response to Stephanie, I also brought an insignia TV and an insignia DVD/Surround sound system. After one year the DVD/surround sound combo stoped playing DVDs. I purchaced the service plan on both items. I took my DVD player in with some DVDs. The man at the tech bench was polite. He hooked up my unit right there and noted that indeed it did not play DVDs, not just mine, but theirs as well.

He mentioned to me the BB does not have repair facility for insignia- the policy then was to replace the defective product. As stated in the plan- if they can't fix it, they replace it. If you have the service plan you should take it back in to the store and speak with their manager. I am sure they will honor their plan.

I have found that there is not one rep in the store that knows "everything about everything" so sometimes you have to speak with a few different associates to get issues resolved. Having worked retail for 10 years (in a mom and pop pet store no less), it pays to have paticence and to treat the associate as you will have them treat you. As a polite, concerned, and "intellegent" human.

 

Has anyone been quoted the "NO FAULT" policy by Geek Squad?

I purchased a 30gb iPod from Best Buy two years ago with the 3-year extended service plan. I use it regularly at work and though I treat it carefully, the hard drive fails every six months or so (which I simply put down to normal wear and tear). The Geek Squad techs have sent it off to be fixed and I always get it back in working order. (though once I was offered the option of taking a "refurbished" model instead, which would void my contract).

However, this last time I took it in I was called back into the store a couple of weeks later and told that they couldn't find anything wrong with it, and that I would have to pay a $25 charge since it was a "NO FAULT." (???) I was confused by this and the tech pointed to a statement on the policy saying that the customer may be charged for repairs due to the customer's misuse of the product or by "acts of nature."

I explained that the iPod was indeed broken when I brought it in - it lost all my music in mid-use, gave me the "bad disk" icon, and when I tried reloading my music collection on iTunes it got halfway through and then reported that it couldn't read/write to the iPod.

He demonstrated that he could load an album onto it, and I explained that I was trying to load much more than a single album. Unfortunately they only had the one album on the computer for testing, and he seemed to adopt a "this isn't my problem" attitude. I have to admit I started feeling a bit flustured at this point, but tried to maintain a calm demeanor (I've worked in customer service myself).

When I asked a manager for clarification on the "no fault" policy (which didn't seem to mention that the customer would be charged for bringing back a "functioning" device), he said "oh, that's just for shipping costs."

To make sure I understood the policy, I asked "So if you HAD found something wrong with it..."

"It would be covered, yes."

"...but since you didn't find a problem, I have to pay for it?"

"Right."

I explained that I was not going to pay that cost (as far as I knew, the thing was probably still broken) to which he scoffed and said "you don't want your device back?"

I said that if they could demonstrate that the iPod was capable of storing the amount of data I required, I might pay to get it back. However, at this point that's probably just good money thrown after bad. I guess I can't complain about two years of use out of the thing, though I hope they don't offer it as a "refurbished" model to someone else.

 

I purchased a side-by-side refreigator/freezer at best buy in 2005 with a 5 year warranty (PSP) for $250 extra money for the PSP. The unit has been repaired/ serviced 4 times now, and when I called the store-the person in appliances told me I was due a new unit. We have lost 2 loads of frozen goods, totaling over $700 dollars. We were not told about any food replacement program that they do have, the 2nd time, and finally on the 3rd time,I asked about this loss, and was told they would indeed replace up to $200 dollars for food lost, and after several months I did recieve compensation for the 3rd lost load (not enough to cover the loss though, & nothing for the 2nd load of food). When I told the store manager what their appliance manager told me, she replied that I was not due a new unit, and my only choice now is to seek legal aid (I am severely disabled, and feel like I am being deliberately taken advantage of). I did not receive any compensation for the 2nd lost load of precious food. In trying to get this unit fixed/repaired for the 4th time now-the store manager was very short with me, and I was told I would not get a lemon replacement,after being told in-store that I would, and after several attempts, my only option is to contact a lawyer (I am on a fixed income-poverty level, I used my inheritance from my recently deceased mother for the purchase of this unit). Best buy will not honor their aggrement with me, telling me they would only fix the problem again-after the service technician who replaced the computer board in the unit the 3rd time told me that if I did have a PSP to get the unit replaced, as this problem would persist ( and it has). Makes me wonder why these big corporations will take advantage of a disabled person they know that they can toss around anyway they see fit. I asked the store manager to talk to the appliance manager, who told me how to handle this, and I was told "he's not here anymore". I have not shopped there since, and advise the public to do the same, as these PSP's are not worth the paper they are printed on. How shameful to continually do this to a person, anyone-especially when we have spent thousands in their store, they might think they are pulling a good one on me-but I will not spend another dime at best buy.Since then, they have lost over $6000 that I would have spent at best buy-the dimes went elsewhere, & you are not the only game in town. Good bye best buy forever!

 

I contacted 1-800 best buy to try and peacefully resolve the problem with my side-by-side refrigerator/freezer. I was very pleased with the person I talked to-who sincerely apologised for my problem with the unit. He immediately put me in touch with a supervisor, who explained to me that the 2nd attempt to resolve the problem with the freezer going out, did not constitute a "repair", even though I lost a lot of precious food, as the tech that came to my home could not find anything wrong with the unit, even though it went completely out 2-3 weeks later, and the motherboard had to be replaced on the 3rd visit to my home. I did not ask for compensation for the 1st food loss, as it has been over 1 year & I should have read the PSP in it's entire content. He promised to go over this problem with his team, and will get back to me to see if it will be repaired. I was pleasently surprised by this, and pray that they will fix my fridge ASAP, as I don't want to lose any more food. Some people might think that this loss of food is no big deal, but when you are permantly disabled & on a fixed income, it means everything in ensuring your family's nutritional status. I thank the good Lord I found this nice person, who had the dignity to really apologize for any inconvienence my family has suffered. I realize that store managers have their hands full, but I hope that the in store manager I spoke with was having a bad day, or was not feeling well theirself. I will just wait and see & give them the benefit of the doubt, as they did seem sincere.

 

People seriously waste their time saying how much Best Buy sucks. I'm an employee at Best Buy and I bust my ass trying to take care of every customer that needs help. Labeling the entire company as shit is rather stupid don't you think? Why would you people waste time in writing about someting you hate? Makes no damn sense. If you hate Best Buy, STFU and go shop somewhere else. Simple as that. While many employees are young adults who don't give a shit, they alone cannot cause for such a harsh label on the company.
You hate BBY b/c we don't help enough or are on your asses as soon as you walk in the door? Make up your minds. Best Buy follows SOP guidelines and we stick to them as best we can. If you hate us so much, go buy your POS camera at Walmart and suport those fuckers. Stop bitching about your experiences.

 

I have filed an action with the consumers affairs division of the attorney generals office for the state of Illinois. I ordered my upgrade Nov 2, 2006. When I went to the Best Buy where I had bought my computer and asked about my upgrade the manager in the Bloomington, Illinois store asked me to leave. I checked and they are a private business and can ask anyone to leave especially if it something promised (as in the "free" Vista upgrade). Does Microsoft really need the money? What about Best Buy? I guess so.

Posted by: Ed | 14 Jun 2007 03:37:12

I would be interested in joining a class action suit as this problem (no Vista upgrade when promised)appears to be widespread. Please post any info on such an action.

 

spent 7 weeks trying to get best buy to repair my computer.at times , the sound card just disappearss on the motherboard but it doesn't really go anywhere they replaced the motherboard and now they tell me that the software that came with my computer does not work with the motherboard that they installed and it is my problem. at one point in time , they spent 2 weeks looking for a driver for a usb card that was working because they could not figure out what was missing.(a chipset driver) that worked when i took it in. i even went so far as to completely reinstall xp and i installed vista and it didn't make any difference. even ask to speak to a manager about a rude employee and was told he was the manager. i work on air conditioning and appliances and i will tell you that a local business would already been driven out of business by poor service. keep this in mind.... they really don't care if you are upset or not. even the 800 number

 

your a litle bit of a mouron and u havnt worked in retail have u? they make a valid point. those peoplein the building got up off their assess to go in and talk to somone. u picked up the phone. u r no their to buy, do u have any idea how many phone calls a day they get from people like u that r too lazy to go in and aske your questions. they dont have the time to talk to one idiot on the phone for an hour when they have people in the buildin to help. the other thing is the reason they ask if u need help is because its their job and best buy lost 2 billion dollers to theft last year. they contact u because u probably look like somone who would try to steal somthing to get back at them. i wont talk about this any more. i would suggest that u all do your home work before bitching like children. u should all work in retail for one day so that u can see how many peoople a day will bitch and complaine about somthing they dont understand like the most u do. get a life u losers.

 

I purchased a Sony tv online from Best Buy it came with an offer of a FREE massage chair, free delivery. Well I had to pick the tv up from the store, per the customer service rep, I did. NOW they did not and will not give me the chair...no explaination, except this is a complicated matter ?????? ( the tv went on sale I was offered a refund ) Help.

 

Best Buy does suck and that's coming from an ex employee. I worked there for almost two years. The people that work hard and go beyond there job get screwed and all the brown nosers who don't know anything and always stand around are the ones that get rewarded. I hate service plans but sold them all the time to people on TV's. This company is too political and I know a lot of work places are like that but I mean this place is bad. The pay is horrible and I did work that my supervisor was suppose to do. I understand when people say how horrible customer service is in that place, they're right but it's because the company pulls back labor and has no one working all day and the people most likely working are idiots that really don't know anything. There was so many times I had to get into someone else's sale because I would over here them lying to customers! Don't ever fall for all the attachment bull! All there accessories for products are WAY over priced. If you knew what cost was on things that's where they really make there money on cables and services. They sell an HDMI cable for $65 when they only cost $4!!! And please don't ever buy Best Buy exclusive brand products, they suck!!!

 

Best Buy sells cheap shit
there is no quality, only quantity
I feel awful for the employees that work there because they get treated like shit, don't get paid enough, and are subjected to verbal abuse from their superiors on a regular basis
however i feel more sorry for the customer, who thinks they are getting a good deal, only to get screwed over when their new electronic device from china or vietnam breaks or short circuits within a month

boycott best buy
boycott wal-mart
boycott exxon mobile
boycott apple
etc.

 

Best Buy SUCKS big time. I bought a 46" TV, a Samsung side-by-side fridge, a vacuum, a DVD player and a bunch of other things at once from Best Buy, West Kroger Centre Dr, Richmond, VA ... At first, I wanted the extended service plan for the TV but not the fridge, since my old Kenmore from Sears lasted us 18 years without a problem. But the appliance sales person convinced us to buy the expensive extended plan since this was a high tech, top of the line Samsung fridge. Also, that with their lemon law replacement with any 3 completed work order for any part of the fridge; we would get a replacement or credit to buy another fridge without a question asked.

First issue: After 1.5 year, the compressor went out and in hot summer month; not only we had to threw away everything but also, didn't have a fridge for a month.

2nd, 3rd, 4th, 5th issue: The ice maker would not stop making ice which meant every two days; we had a bunch of ice falling all over the kitchen floor as we opened the freezer door ... . Then the ice maker started leaking water and the ice would get clumped up and no ice would dispense ... and now the water leakage is so bad that there is ice on shelve below and the freezer door will not open easily because the ice leaks over the sealed area and door is sealed to the body.

Best Buy's response is that they tried to fix the issue by changing the temperature and changing the ice tray ... Also, Samsung's response to them was to dump the ice out every night.

Finally, we called the local store and asked for a manager's name and hours. We quickly found out it is easier to jump off of a cliff than to get a hold of a Best Buy manager. It is their policy not to release any manager name or hours of work ... . There is only one way to talk to the main store manager ... Go in as often as possible and hope to God that he is there and not in a meeting or out at that time.

Finally, we got a hold of assistant manager. After many phone calls to the store, he told us that the support center did not want to change the fridge because the extended warranty clearly states that the freezer issues is not included in three completed work order and fridge replacement policy.

He suggested that we go in that day during lunch and he would get the main manager to talk to us ... My wife and I both left work to meet him. After waiting for 40 minutes, we finally got a chance to talk to him (by this time, my wife had to leave and go back to work). I told him that the 3 year old fridge was about $1550 and we would be happy if they credited us with $500 towards a much simpler fridge. He made a copy of our original extended plan and a copy of the latest store extended plan. He promised that within 24 hours, we will get a call from him. After leaving a dozen messages for him and after 3 weeks, we got a call back with bad news from his assistant that the corporate decided that they will not change the fridge.

Just to compare Best Buy with another retailer ... I had an issue with Dupont laminate floor install. The store sent an employee and we didn't hear anything back for a few weeks. But after one call to their customer support center, a 3rd party installer came by and acknowledged that the floor was not installed properly. Within a week, a professional installer came by and installed an entire new floor ... . THIS IS CALLED CUSTOMER SERVICE.

MY SUGGESTION: Before you make any major purchase ... try calling the store and ask for the name and hours of the manager ... You can go one step further and ask them to have the main manager give you a call. Then you will know how good the store policies are to deal with customers. Also, try this with your local Best Buy store and you will find out that it is easier to get to CARTEL DRUG LORDS then a BEST BUY MANAGER.

 

F#ck customers. F#ck best Buy. I make over 18 dollars an hr at Best Buy I could care less about it or whomever shops there.

 

I have nothing against the phone system - it is their extended service plan. They're saying the stuff they sell is sooo bad, you need the service plan cause it's going to break. With the service plan, they're basically admitting that they don't stand behind the crap they sell.

If you don''t have it, then you were stupid to not get it is their response. At Worst Buy, the customer is never right.

 

Purchased a Gateway computer in March 2006 - since then its had the hard drive replaced twice & the motherboard replaced.
When it goes to Minneapolis - they must reach into the trash to get replacement parts - cause it only last 6 wks at most until it needs to be repaired again.

When customer service calls after the repairs are completed - I've given them an earfull - telling them that they say its only going to take one week & it takes 4 wks to get computer back.

I've asked for reimbursement on my cable bill cause why should I pay for internet service when I use the library machines. Also ask if I could get mileage for gas used to go to library daily to use machines.

I've told everyone I know to stay away from Best Buy - I am even tempted to picket the store & tell the customers they sell lemons not computers.

 

I love people who whine about their computers breaking and claim its the retailer's fault. Guess what people, unless you build it yourself, it's going to break. It isn't Best Buy's fault, just like it wouldn't be Circuit City's fault, or CompUSA's fault. You're buying RETAIL. These companies put it together on an assembly line, in India, or China, or some other godforsaken third world communist country because Gateway, HP, Sony, Apple, and Acer want to cut every freaking corner they can. That's also the reason that there is AOL, Blockbuster, Google, and all this other crap on a computer when you get it, because basically they don't want to pay for cardboard, plastic, and Styrofoam to package the computer. But the prices on computers has dropped because of this. Now even people who make less then ten thousand a year can afford one.

Did you know, Ann, that we offer a free service to make sure that computer isn't a lemon before you take it home? It takes twenty minutes, but it saves you a trip. Is it my fault if it breaks and could have been detected if you had taken advantage of it? It's my fault if it wasn't offered, but if you didn't take advantage of it, then that's yours.

You people who complain about computers breaking? Think how lucky you are to afford to be able to fix it. Does it suck? Absolutely. Is it annoying and should better business practices be put in place even if it means the cost goes up? Absolutely. But there are people who wake up every day hoping that they don't die. That they aren't eaten. That they find food. That they find clean WATER.

You want a computer that lasts? Take some time, learn how to build the thing, and make it yourself. I've been building computers for fifteen years, and I've only had my first one break from when I built it in high school back in 2000. If that's too hard for you, then spend two grand (which shouldn't be a big deal, as from what my customers have told me, their last computers cost that much) and get a Sony Velocity. Good luck finding one, because they're about the only hand-built machines left, and with low demand, stores don't get a whole lot of them.

Consumers are like an annoying house guest sometimes. They demand everything and complain about it when it's not done right. There is a trade off for everything, nothings perfect, and every demand has a consequence.

"I don't like carrying around a ten-pound laptop! I want it to be lighter and I don't want it to be slow!"

All right, here you go. A notebook computer that weighs five pounds and has to have the battery replaced every freaking year because now it can only hold so many charges (look up any tech site, such as CNET, Wired, or even Apple, they have great articles on Li-ion batteries. IPod batteries are Li and they can't even be replaced, you have to buy a new IPod when it goes dead); that's even assuming the computer lasts that long, because now it's so small and portable that you sneeze on it and it breaks. But hey, it doesn't weight ten pounds, downside is it isn't built like a tank and it can't support NiCad batteries because they aren't powerful enough. NiCads didn't need to be replaced for four or five years, but they suck for power. Lithium is the most reactive metal on the periodic table so they went to that. Chances are all your portable devices are lithium now.

You know, I'd love to have a car that's not a hybrid and gets thirty five miles per gallon too, but I'm not going to be surprised if I hit something and it turns into a paper cup.

"I don't want to go to a computer store to buy a computer, it's all high pressure because they're on commission." I realize this isn't a relevant quote, but it leads into an issue that's been complained about; customer service.

Well, Best Buy was one of the first to take its computer sales off of commission. But since their pay (crappy as it is) is no longer linked to their performance, is it going to bring in the people who don't give a damn about you? The ones who take advantage of the fact that they get paid the same whether you buy or not? You're damn skippy, hippie. But guess what, there are some people who actually know what they're talking about and care about you, not just at Best Buy but at any retailer. Good luck finding one. But you didn't want pressure, so now they aren't on commission. They don't give a damn if you buy or not, and they sure as hell aren't going to go that extra mile for you. Why should they?

Now, there are people like me, and I'm not going to brag. I worked for my grandfather in the print shop that he owned every summer since I was nine. It was boring, tedious, menial work and I hated every moment of it. I was basically by myself in a back room, putting printed papers into brochures, making pads, or other stuff. It was called binding, and basically everything you own on paper came goes through that process, even if it was basically shrink wrapping it. I burned my hands, I put staples through my fingers, and I was by myself for eight hours a day doing something I despised.

But you know what? I learned that I wasn't getting any special treatment, just like everyone there, I was there to do a job. I learned that people count on you to do the best that you are able to no matter how crappy a situation you're in or how bad the job is. I learned that if I did a lousy job, or I made a mistake, it cost money because they entire thing has to be done again from scratch. I was working on twenty or thirty year old equipment because for a small shop in an East Texas city, that's all that they can afford and stay profitable, as long as the machines kept working. And the reason I kept doing this even though I was hot, and it sucked, and it could mean collating or folding thousands and thousands of pieces of paper by hand, because I knew that my grandfather, my BOSS, and his BUSINESS, was depending on me to do it and do it right. I complained, especially when I was young, but I did every bit. And I did it on time, on a deadline.

Basically I learned work ethics. And that's stuck with me ever since, and always will. I have people who come into Best Buy to see me personally. Some I remember, some I don't. Some come in weeks after our first encounter, some come months. But they always come to me, they tell me how happy they are with their computer, how well its performing for them, and I actually have several who tell their family members to see me personally. They listen to what I have to say and they know I'm not trying to scam them. They know I know what I'm talking about. I may get ten dollars an hour, when I'm used to forty or fifty, but I still take it as seriously as I did making forty or fifty. Hell, I nearly made seventy grand a year when I was twenty one waiting tables. I moved and couldn't do it up here until recently.

You know what? I don't talk about service plans at all on desktops unless a customer asks. On laptops, I think it's a necessity. So do most consumer reports if you do some research. On printers as well, because they're made with freaking plastic and the manufacturer doesn't even bother to give you a cable to hook it to a computer.

Moral of this long story? It isn't a retailer's fault that something breaks. Except in the case of private labels, they didn't make it. Could they be doing a better screening job for their new hires? Probably. Most try. I'm sure most would like to get rid of the twenty percent of employees that steal from them too, but there's no way to know until after they're caught who's doing it. Likewise, there's no way to know who's giving poor service and who's giving good service until after they're hired. But to blame a blanket company because of a bad experience or two, or because you don't want to listen to people who are just trying to do their job is the cry of a spoiled child. Guess what? There ARE people like me who want to help you. Try to find one, and maybe, just maybe listen to what we have to say.

You might actually be surprised.

 

By the way, just as an addendum, the retailers are fully aware of the problems with their products. That's why they offer service plans. That's why the manufacturers offer service plans. In some cases yes, they're trying to make extra profit. I'll tell you there isn't much on computers, maybe twenty bucks, at least for a retailer like Best Buy.

But in other cases they're actually trying to help you out. Like I stated, I don't offer it on desktops because parts are much cheaper and easier to come by than on laptops. On laptops, its a definite necessity and I make my customer aware of it. But if they say no? I let it go. I tried.

Sometimes they want to know why. I ask sometimes. Its because maybe if you told me, I could talk to my supervisors and uppers and just one person's input could change the product to make it better or more relevant to our customer. I'm not popping an attitude, I'm trying to gain insight into how, if any way, to make our products more relevant to you the consumer, so that we CAN stand behind our product.

Do some research, and figure out for yourself if a service plan makes sense for the product. Compare the cost of parts to fix it should the entire thing break. Make the decision for yourself. But don't assume we do it because we have to. Sometimes, like I said, people are out there who know what they're talking about and it might pay to listen to them.

 

My wife and I just currently moved to Billings Montana from Kentucky. She is the new manager for Walgreens opening up here very soon so we are getting resettled. Before we left Kentucky, I had started up my small repair business for computers. Since the move, I have had to of course start over. Anyone who has ever attempted to get a business going knows that there is no money at all for at least the first year. Keeping this in mind, I went and applied for a job at my local BestBuy. I have to say I am a little less then thrilled by what I have seen so far and I have only been with the company less then a month. Here is a small list...

During training I ran into this question on my exam

"A customer comes in for a wireless router, they have no brand preference and just want an easy to set up router with basic security features. What router would you suggest that meets the customers needs best (LINKSYS!) --and here is what killed me--

AND MEETS BESTBUYS PROFITABILITY STANDARDS....

That of course is the D-Link router which is a pain in the ass to set up, is a hassle to maintain and is a generally useless router.

Sure they want to help the customer... to a point.

Another thing I have learned to hate very quickly is the whole GeekSquad services thing. Keep in mind my background as a technician for many years. I know what the average customer can probably handle with a little assistance, or some advice.. BUT BestBuy does not want you to talk them through a basic install of software, Nor do they want you to mention the fact that most router (and PC) support are happy to walk you through installs that you need help with any time you purchase thier products. I have been written up for this. So much for helping the customer.

I had a customer last week.. He bought a copy of Microsoft Office. He asked me if we needed to install it for him. I told him, "no sir, its fairly easy.. Just put the disk in the computer and keep hitting Ok until its done." ... By not selling him a 130.00 suite install I have just tonight earned my FINAL WARNING write up.

I come to work, I go above and beyond for my team mates, customers, and try to do the best I can to maintain my department. I am always getting complimented on helping others and doing more then I need to.. and yet I am on the verge of being terminated because I can't lie to customers.. no I won't say can't... I could.... But I choose not to. Let them fire me. I would rather be doing my own repair business where I can actually take CARE of my customers then to be forced to fleece them..

My GM has told me over and over.. "We aren't here to be nice, we aren't here to be helpful.. We are here to make money"

Maybe I am just not normal.. maybe there is something wrong with me.. Heck I have Adult ADHD.. I am a little different.. But I will be damned if I will be a crook and a lier.

Marcus

 

Hello,

I'm posting because I just sent the following eMail to the (please note the childish titles he gives himself in his intra-company emails) "*Harmony *Maximizer *Adaptability *Includer *Futuristic *Andrew Kon Deputy of Counter Intelligence Precinct 51 PH (316) xxx-xxxx". Kon is in Wichita's North Rock store.

I sent this to his attention in the wee hours of July 15 after having driven nearly 40 miles round-trip to get my laptop. I also copied others of the Geek Squad involved to see if Best Buy's "Customer Care" Policy means a damn thing to any of them.

I doubt it.

============================== ========

Hi,

I just wanted to update you on this issue:

Two days ago I was notified by phone call that my hard drive had arrived at the store here in Wichita and was available for pickup. My wife took the call and asked if my Sony Laptop computer was also ready for pickup. The caller said they would look for it. She asked them to check for sure and call her back. After some time, someone called and told her "the computer is apparently still at the Center". This was contrary to what I had been told days earlier when a lady called to tell me my laptop had been repaired and had been shipped to the store for pickup. So, I called the store and was told that the hard drive was in but the computer was still at the "center". I questioned why the laptop was still being held at the center when its hard drive replacement should only have taken 3-5 days turnaround and the Geek Squad has now had my computer since June 24th! That's far too long a delay in replacing a hard drive in a laptop, which by my worst estimate of time would take 2-3 hours at the most to R&I the drive, format, and reload it to Sony factory specs.

As I said, that was two days ago. This evening I called the store in response to a call from Best Buy that my laptop was now in. I asked about the hard drive, too, and was told by "Michael" that it was in as well. I asked him to be certain before I launched and drove in to the store to get them. He said definitely the hard drive is available and the computer was in but its new hard drive had not been formatted and the OS had not been installed. He asked me for discs for the OS. I received no discs when I bought the computer because it had all been pre-installed by Sony. He said they would use OEM discs and set up the hard drive and it would take about 2 hours to do that. I asked him his name and was reassured he would be there when I came in to pick it up this evening. This was at 4:15 P.M. this evening so I figured it would be ready by 8:00 P.M. for sure, right? WRONG!

When I arrived at the counter at about 8:00 P.M. there was only one Geek who didn't have anything going on. In fact, he was staring off into the yonder blue and was darn near asleep. No one acknowledged my wife and I at all... not even so much as an "I'll be with you in a moment, sir." I just stood there in front of the black man behind the counter (no name tag so I have to just refer to him as the black man) and finally I asked "Is Michael here?". He said "I'm busy at the moment and will help you when I'm finished here." and he pointed to a computer monitor and went back into his daze. Again, I asked for Michael. He condescendingly said, "Which one, the tall one or the other one?" Now how the hell should I know how tall he his because I just spoke to him on the phone. So, I explained to the black man that "Michael" had told me to come in to pick up my laptop and my hard drive.

From here on, it went to hell in a hand basket. The black guy just ignored me and left. Then a "Michael" appeared who said he had not talked to me about a computer... so where's the other Michael, I asked? He's not here... well, that was a given, like I should know he left. So now, I explain I came to get my laptop and my hard drive. They look at the computer in front of them and ask me my phone number and verify my order, then without uttering so much as an "I'll be right back" these guys both just leave us standing there unattended and go behind the wall. No one comes back to acknowledge us or say anything else about my laptop and hard drive. They just leave us standing there. They never told us the laptop was ready or not. They simply go hide behind that damn wall.

My wife waits about 15 minutes and then goes back behind the wall and sees they're looking for something but she didn't know for what. So I then stepped around the corner and see there are 3 Geeks back there doing little to nothing other than clicking the mouse on a computer back there. The black guy then orders me to go back to the other side of the "line". I tried to ask him a question... and he says "Get back to the other side of the line and I'll talk to you." I persisted another moment, but then moved back to the "other side of the line" expecting him to come on out and talk to me. He then wheels and disappears again. So much for customer service!!! That condescending ass needs to be fired!

I demanded to speak with the store manager. In a few moments another guy shows up and now there are 4 or 5 Geeks who have not a clue how to deal with me. Yes, I was loud. Yes, I was upset. Yes, I wanted to know why did "Michael" tell me my computer would be ready and it and my hard drive could be picked up in about 2 hours. Yes, I was not a happy customer. But your manager, Brett, put me in my place all right! He ordered me to pipe down or leave the store. I then mustered all the strength I could to hold back and I just asked him where is my laptop and my hard drive? The black guy then said matter-of-factly "right here's your laptop" and he pointed to it on the back counter. Now, why in hell didn't he just say that in the first place when first arrived and asked if it was ready, instead of ignoring me and disappearing like he did without a word? He could have avoided angering me if he would have just said, "Sir, here is your laptop but we aren't quite finished with installing the systems on it. We need "X" amount of additional time." Instead, he chose to ignore my wants and needs and continued whatever he was doing like I wasn't worthy of his attention. Good grief, I thought they were trying to find my laptop back there... but it turns out they couldn't find the damn hard drive! So, then Brett said "he would get my hard drive for me and give me my computer and then I would have to leave the store!"

Then, they all go back behind "the wall" again. Not another word from anyone! After about 10 minutes of being left standing there again, wondering where they went or if they were still serving me or were they now just standing around back there, I realized that my laptop was just sitting over there. It wasn't installing anything, the pointer was just stationary (no hour glass, no drive light blinking, nothing!) and so my wife decided it's time for me to leave because I was boiling over again. DO YOU GUYS GET ANY KIND OF CUSTOMER SATISFACTION SKILLS TRAINING? Apparently not. RULE ONE: Always acknowledge your customer as they arrive. RULE TWO: Never walk away from a customer until s/he indicates that it is okay for you to do so. The black guy doesn't give a damn about customers or customers' needs. His attitude is one of "Don't interrupt me. I'll do it when I'm damn good and ready! I only do one thing at a time, so don't bother me!" He won't ever have the chance to put me off again, of that I am most certain. As long as he's employed there, I damn sure won't bother him for anything.

By this time I had enough of their disregard and it was very apparent that they couldn't find my hard drive. It was painfully obvious that "Michael's" offer of 2 hours had now become 4.5 hours-plus and my laptop was still not ready!

So, here are my questions: Don't you think you would be also frustrated and greatly disenchanted if you were the recipient of such gross neglect and disrespect? Do you think you can step up to the plate and take hold of this and get the Geeks off dead center so they can take care of my needs?

I certainly hope so. I would appreciate a call from you, Mr. Kon, or from the General Manager, or the CEO of Best Buy, whomever you think wields the power to get things on track so this gets resolved quickly.

I can be reached at xxx-xxx-xxxx between 10:00 A.M. and 10:00 P.M. seven days a week.

Once you've located my items and verified they are indeed ready as pledged (per Shanthi's pledge, my laptop should be back to Sony's factory-delivered OEM specs) I do hope you will consider having one of your Geeks deliver my laptop and my hard drive to me so I don't have to drive back into Wichita a 4th time. Your service contract, for which I paid handsomely, says absolutely nothing about giving your "expert" Geeks the right to disrespect, or treat condescendingly, Best Buy's customers. My visit to your store this evening proves that apparently some of your Geeks think they hold all the cards and be damned your customers. I'm rapidly building a case to question your ability to serve your customers' needs, as most likely so is the gentleman who was at the counter beside me with a problem with his video camera. He, too, was obviously also dissatisfied with your service although he was not as forward about it as I.

As I left your store, I asked at the door to speak with the manager, not a department manager, but the store's manager. Two men there attempted to call him... they asked "him" to respond to their page. He did not. After several failed attempts to get him to respond, one of the guys at the door called another (probably discrete) number and then told me "Brett is looking for your hard drive." So I can only assume then, that Brett was the manager I mentioned above.

I expect nothing less than that which Best Buy's customers all expect and should receive. This evening has demonstrated a total lack of customer satisfaction skills by the Geeks I've mentioned herein. They have nearly slammed the door at Best Buy in my face. If this is the normal way you treat customers, you apparently don't need repeat customers any longer. I don't think your CEO would be pleased to hear this, do you?

Regards,

Bill C.

 

After previously posting, I found an article that is very interesting but from this site's posts I don't think the article is altogether accurate. If Anderson's job performance/bonus was truly based on customer satisfaction, why then is he still CEO? Anyway, it's an interesting article: www.customersarealways.com

 

Best buy has the worse customer service. We spent 1 hour closing a deal on a dishwasher that had a been return for a great price to be then told sorry the price is wrong ITS 200 dollars more.... Then we ordered another dishwasher and waited 3 weeks, we called the day before installation and they said what we don't know anything about it .....asked for manager and she said oh well it will be 3 more weeks ...... Called store Director and he said sorry its not our fault its the warehouse's problem they are a different company.. You can get a refund.. SORRY YOU STINK BEST BUY AND I WILL NEVER BUY FROM WORST BUY AGAIN. This is a store located in The Woodlands Texas.

 

Bought a 60' Sony tv with stand and surround sound, also bought 4-year extended warranty so I would be covered if any happened and of course it did. the bulb went out in a year and 6 months, contacted Best Buy, they in turn contracted the work out to a local repair shop. Repairman came out and told me that the bulb went out and the bulb would be ordered and contact them in a week and the bulb should be there and could set up appointment to come back and install it.

Well, I contacted them back in a week and was told by the local repair shop that the bulb had not been ordered because with labor and cost of the bulb it was going to be $ 50.00 over what the warranty allowed. I was assured that the request was sent to have it approved. Well it has now, a month later and I again contacted Best Buy and was told that they would send in the authorization but was then told that he spoke to his supervisor and was told the local repair shop would have to do it, WHICH SHOULD HAVE BEEN DONE THREE WEEKS AGO. WHICH WAS SUSPOSED TO HAVE BEEN DONE TWICE ALREADY. ALL I AM GETTING IS THE RUN AROUND. THEY CANT SEEM TO COORDINATE WITH EACH OTHER.WELL I BLEW A BIG WAD OF MONEY FOR NOTHING

I WILL TELL YOU THIS "I WILL NEVER STEP FOOT IN A BEST BUY STORE AND I AM TELLING EVERYONE I KNOW THAT IF YOU GO TO BEST BUY YOU WILL GET SCREWED!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!

 

Feedback From Past Employees Wanted

Our employees at Best Buy make us who we are, and the company is committed to listening to past and present employees for feedback. We are looking to hear from Best Buy employees who have quit. We would like to know their story; why they quit, what they liked/didn't like about working for Best Buy, and how we can improve as employers, etc.
E-mail: RetentionFeedback@bestbuy.com

 

Best buy not only has dumb sh!ts working for them, but when i took my computer in to have a cd with lite scribe installed, they messed up the entire computer drivers missing corrupted files and what not. I never go online on this comp as it is for a recording studio, only. I called to tell the head guy and he said that best buy geek squad would not do this... i was like but they did, he then says your just trying to get free work done. I was like no I am telling you that your guys are stupid and that I will never use you again and only buy something from you if no one else has it.

 

I completely agree with the employees on here that a lot of
customers are a-holes. But i can honestly say you can no where
being nice either. I rarely, almost never complain or want
to talk to managers. I tried to get my issue resolved in the store
and was nice to everyone, didnt cuss anyone out or ave an attitude.
They wouldnt budge at all, i asked if i could have a number for
corporate.

Again, with corporate, i didnt treat any bad didnt raise my voice
cuss etc etc. Nothing. My issue involves like a $30 difference from
a service plan, i have talked to 2 supervisors and basically told
that thats the policy and there is nothing further to discuss.

I'll try some more numbers before i give up and never shoop there
again.

By the way, i am not some idiot who doesnt know about retail, worked
it for years, or doesnt know about electronics, i guarentee i know
more about electronics then everyone in Best Buy, besides a couple
geek squaders.

So Best Buy is basically willing to throw away the $1000+ a year i
spend there over $30! Which, i dont feel like going into the whole
story, but they really are in the wrong.

Any retail store i ever worked out, besides for the customer being
a complete jack@ss you had to give them what they want
NO MATTER WHAT. So me going about it in the nicest way possible
and still not having my issue resolved is absurd.

 

I tried calling best buy to find out why they are still sending me a bill after i canceled and paid off my credit card and they had this person go thru all these options and then i was put on hold and they hung up on me twice . that really made me mad.and then i was told i had the wrong dept and needed customer service i told the lady thats who i called and she said i willtransfer you and when she did they hung up on me believe i am glad i am done with them and hope i don't have to buy anything from them for along time or if ever.i think there prices are to high anyway i will make sure i have the money to pay for my purchases that is for sure.thank you

 

Just an update (see my earlier posts)... another week has passed and the Geek Squad still has not returned my laptop to me.

Please note that a week ago, they said "it would be just a couple of hours and they would have the new HDD formatted and back to Sony factory configuration". They still haven't found my old HDD either. I sent an email to Best Buy Corporate also a week ago, and have received no response. So much for extended service plans and the expectation of prompt and reliable service!

It's now going on 5 weeks, just for a freeking HDD replacement. They said they had to send it to Tennessee to the "Geek Squad Center" because they couldn't remove a screw, pop out the HDD, insert a new HDD, reinstall a screw, and reformat the drive to specs at the store! Their excuse was, they didn't have that same size drive in the store. So, instead of ordering the same size drive into the store, they shipped my whole laptop down to Tennessee! That's efficiency, NOT! They risked damaging my laptop during shipping instead of having a little tiny HDD shipped up to the store!

I could have replaced the HDD myself and been up and running WITH my old HDD still in my own hands to try to recover data but I was tricked into thinking their service plan would take care of me. They just wanted to get me on the hook so they could try to force me to pay $1750.00 to recover data from the old hard drive! If I refused to have them recover the data, they said they couldn't return the old HDD to me, that they would drill (destroy) the hard drive instead. Now, isn't that extortion? So I had to go to great lengths to get them to agree to return my old HDD to me without drilling it so I could try to recover some files myself with the help of a friend who builds computers.

Now, apparently they have conveniently "lost" my old HDD, likely to cover their ass that in reality the data recovery would be much easier than they tried to make me believe. They just don't want me to discover the Geek Squad is a big fraud... that their "Level 3" is no different than their "Level 1" except for ballooned extortion-level prices. They just hold customers hostage and try to scare the hell out of us with their "expert jargon" so we will opt-in and pay exhorbitantly for what would otherwise be basic service.

I'll never do business with Best Buy again!

 

This is new at BEST BUY. I took my laptop for power failure issues and was told that they needed to get into my hard drive. They mentioned that I would need to also get my hard drive backedup for $99.00. Which I refused, The Manager of the Geek Squad told me that it was synonymous with HP that they format the hard drive irrespective what the issue is. (NOT TRUE). He just threw HP under the bus.

I got the diagnostic tool from HP's website and would need the battery to be replaced. If I needed the hardrive to be formatted I could do that myself and dont need the Geek Squad to do it.

This happened at the Best Buy at Howard store in Chicago.

Way to go Geek Squad!!!

 

Hi Everyone!

I just wanted to let you know that there's a new Blog called on the Internet, http:// www.bestbuybadservice.com, which is dedicated to publishing and disseminating information about bad customer service experiences at Best Buy stores. We're looking for people to jump in and share their stories and comments.

Thanks and good luck to everyone!
Jerry Sharp

 

I bought a Sony Vaio laptop from best buy a year ago for over $1200. Since I am in college I figured I should buy the $330 warranty. The computer was great, and it worked just fine for over a year, but the left button on the mouse started to stick. I brought it into best buy and they said it was well under their psp warranty and they would fix it and have it back in 2 weeks. I started classes in a month so 2 weeks would have it back with 2 weeks to spare. They had to send it to California to get fixed. A week later I get a call from Geek Squad in California and they tell me the mouse pad was fixed but they had to replace the LCD screen because it cracked on the way down. I was a little but upset but I was just happy they fixed it. A few days later I was out shopping and decided to stop by to see if the Laptop was back in. They then informed me that it came in 2 days earlier and the screen had been broken again. At this point I was angry. I was then instructed to call customer care. they told me it would take 4-6 weeks to fix it and I was out of luck. I then went back to the store so I could see the laptop. One of the geek squad employees accidentally showed me the file where they had taken pictures of the box and the claim with UPS. UPS had actually denied the claim because the packing was ruled to be substandard. So this mouse pad problem turned into a 8 week wait time. Because of the damage taken during shipping I was concerned about the condition of the motherboard, hard drive and other internal parts. They told me that everything was fine and I would have to wait. My question is how can a stupid uneducated geek squad worker not pack a laptop correctly when underpaid sweat shop workers in overseas countries can ship items to the US with no problems. So I had to sue best buy. I won and I went to Circuit City to buy one. And get this the Fire Dog employees are all A+ and Microsoft certified. Think any one at geek squad is.....NO.

So they say a satisfied customer tells 2-4 people about their experience, while a dissatisfied customer tells 8-10. Well here is where my job as a computer tech in charge of a dorm on my college campus comes into play. I fix any software problems that our students experience on site in the dorm. If we encounter any hardware issues we usually outsource to geek squad. Now We Will Outsource to Fire Dog. So one upset customer will be telling over 2000.

So here is a shout out to those Worst Buy employees that screwed me over. James Root (Tacoma Area District Customer Service Rep.) , Mary Olsen (South Hill, Washington Store Manager), Fely (South Hill, Washington Store Service Manager) and of course Ryan at 1888bestbuy.

Best Buy = Worst Lie

 

I have had a terrible experience at Best Buy. I would rather spend and extra dollar for better customer service. The customer is never always right here. Getting the manager to talk to you is nearly impossible. I was told I couldn't leave him a message, get his last name, or get information on when he would be in the store. I have purchased a 60 inch plasma tv, washer/dryer, and 2 fridges from this store-why am I not worthy to have a couple minutes of his time. Good luck in the Geneva, IL Best Buy with Jason.

 

14 year old son purchased the extended service plan with his iPod. When it stopped working he returned it to Best Buy and has now been waiting over 2 months to receive it back. Numerous times on hold longer than 30 minutes and bad attitudes by the snot nose sales brats. Tomorrow, Dad is going with him to get the iPod, either his or one from the shattered glass case in the store. F@ck Best Buy!!!

 

I do not have a comment.I do have a complant.I bought a Compaq tower. Window Vista,about a month ago,from Best Buy in Savannah Georgia.Now the window mail want work for me.It is stuck on the out box, and stuck in the inbox.I had a technicial to come out .He could not fix the window mail for me It is still stuck.Unusuable.could you refer me to, who to call are what can I do to get the window mail unstuck.It is a big problem for me.
Please help me out Thanks Mary.maryh@coastalnow.net

 

I bought a washer from best buy with extended warranty and the best buy can't fix its vibrations and it had been four months and no one return the call or come fix or reimburse if I get it fixed from outside. It is not best buy but the worst buy. I will not advise even my enemy even to buy anything from them.

 

I forgot to give my email address while writing my complaint about the purchase of a washer and I wonder how can best buy be so deaf not to hear and what the regularity agencies like BBB is doing.
paulohri@hotmail.com

 

Best Buy of Maple Grove, Minnesota (Arbor Lakes Area) is one of the worst for installing car audio. I took my vehicle in on August 22nd looking for advice on what type of speakers would work best with my Truck; a 2003 GMC Sierra 2500HD. The guy in the install bay came out and looked at my vehicle and recommended what he thought would be good.

At this point I had told him that I was considering installing them myself; the "install tech" carried on barging about how he has been installing car audio for the past eighteen years, and stated how great his work was. So with all of this I thought what the hell, I'll have them install the equipment. This guy seemed to know what he was talking about.

At this time I had decided not only am I going to get new speakers; I am also going to get a decent amp to go along with these speakers. About $1,100 later the "install tech" said that it would take four to five hours to install everything. This was at approximately 11 AM. Around 3PM I stopped by to see how close they were to being done; at this time my truck was still all torn apart, I asked how much longer it was going to take and the guy said about two more hours. I was fine with this.

Approximately 5:30PM I returned, walked into the install bay and noticed four people hovering around my vehicle. At this point I knew something was up! One of the guys said "oh we cannot get your passenger side power window, or door lock to work" at this point I was getting a tad ticked. I walked over to my truck. It was still torn apart, at this time I noticed that the inside door dome light was not working either.

I ended up sitting there and waiting till approximately 6:30PM, at this point I was about to blow steam out of my ears I was getting so mad; I demanded to speak with the store manager. I told him that I wanted my money back for the install fees that they charged me; his response to me was "we cannot refund install fees" and then carried on stating that all he could do is refund some of the money from the products that I had purchased. So at this point I was getting even more upset, I told the manager okay.

Later he comes to me saying that he refunded $80 off the total price of the merchandise that I had bought. (Not even coming close to what I had expected)

After my vehicle was put back together the manager came back out and said to take the vehicle to a dealer and get it fixed and bring the bill back and they would pay for it. At this point I was just happy to get the hell out of their!

Now as I was driving home I am noticing not only are my power window and door lock not working, but the turn signal light in the mirror was not working either. At this same time I found out that my power mirror adjustment did not work as well. Also among all of this my key lock remote no longer works. (The remote on the key chain)

Now today; I drove the vehicle to the local GM dealer here in Minneapolis to get it fixed only to discover more problems due to Best Buy. I notice that my speakers were not hooked up properly; the fade was backwards (Front Rear) When you would set the speaker to play on the back speakers the front speakers would play music, when you would set it to the front speakers the rear speakers played! At this point I am thinking to myself "What a bunch of crack heads! They can't even hook up the speaker's right"

At this point I arrive at the dealership. I explained to the service advisor that I needed to get my vehicle fixed and explained the situation to the service advisor. After they looked at it, more was discovered! Under the hood the protective cover for the main power bar (that connects the two batteries together) was broken; they snapped the protective door off the box. Best Buy never told me anything about this when I picked up the vehicle. The install tech also cut a big two inch long slash in one of the protective rubber boots for one of the major wire harness between the cab and the engine compartment. This explained why I was hearing more noise from my engine; quite annoying! The service advisor stated that this was not good, due to the fact that moisture would come in through there possibly damaging critical electrical components inside the vehicle. Along with all of this it was also discovered that my door panels inside the truck were not re-installed properly! The protective insulator between the door panel and the steel frame of the door was hanging out of the bottom of both doors.

At this point I need to bring the vehicle back on Monday morning; this may take up to two days to get fixed by the dealer! I cannot believe a company that has been installing car audio would hire such un-competent people to work on peoples vehicles! I will never have anything done like this again at Best Buy, nor will I ever buy anything from Best Buy again!
Between the poor customer service, and the crap work they did on my truck they will have nothing but bad advertisement from me for life.

 

I had a problem with a camera that I wanted to return and while I was on hold after being told twice that Best Buy couldn't help me with a refund, I was online reading all the comments about bad customer service from this company. But when the supervisor came on the phone (the second person I talked to), he was EXTREMELY nice and accomodating. I didn't even have to explain he issue again...he was already familiar with the problem and he offered the solution I had been seeking. I couldn't have had a better experience.

 

Well not really fair, because you trying to get a hold of customer service because you have previously purchased something from the store and need to contact someone to resolve an issue.

 

I work at best buy and my PRIORITY are the customers in the store... period! Obviously if it's slow I'll answer phone calls but most calls i get anyway are customers who want me to explain all the different plans of the cell phone carriers that we carry because they are too lazy to do the research on their own.....

 

I'm so tired of hearing all these whiners.... Jesus.. I always hear the same thing.. I spend thousands of dollars here.. bla bla bla.. give me this.. bla bla i want free bla bla.. i know i missed the return poicy but make an exception for me.. bla bla bla... go shop somewhere else..I can care less if you buy or not and remember if you won't buy it someone else will!!! HAHAHAHA

 

Don't ever try to get to corporate through any of the 800 numbers, you will never get anywhere! BestBuy HQ phone number is: 612-291-1000. If you twits would open your eyes, you would see that this phone number is on the BB.com website!!!!

 

I have had 2 experiences with Best Buy "customer service" and as a result I would never shop there again.

In the first case, they ran a "bait and switch" ad where they did not stock the sale item they were advertising. When I couldn't find it at the store, I offered to wait until the item came in or was sent from another store, but they refused, saying they did not carry it anymore and offered me a more expensive product. I called "customer service" and they were of no help, then i called the corporate offices and everyone I spoke with was unhelpful, and in some cases, rude. They only offered to sell us more expensive products. We did not buy anything.

In the second case, I bought an item and attempted to return it new, untouched and unused, with the receipt, a few days after the 30 day deadline. We were a little late because of a very serious, life threatening illness in the family. They refused to give me a refund at the store. I called "customer service" and they were unhelpful and would only say they can make no exceptions in their refund policy. They clearly had ZERO interest in making me happy, even though they would suffer no loss at all by doing so. It was awful.

Needless to say, I will never shop there again. There is a Circuit City right next door to the Best Buy, so you'd think they might try a little!

 

Best Buy is not any cheaper than a mom and pop store. They DO have cheaper quality junk that is diposable. Avoid them buy from a retailer with people that have a clue working there.

 

My experience this past week---I stood up in the computer department for almost 20 minutes trying to figure out which component to buy. There were 3 employees in that department at the time I was. NOT ONCE did one walk up to me and ask em if they could help me. Not one. They avoided making eye contact with me. They stood up there and talked with one another but would not talk to me. I ended up choosing the item I wanted without any input from the employees and then went up front to purchase and then complained to the cashier that I couldn't get any help in the computer department. Her response? Nothing. Nada. I mean not a single fucking word, to me! Uppity doesn't begin to describe her snobbish attitude. I guess the unofficial motto of Best Buy is "We don't care, we don't have to--we're better than the customers we are supposed to be there to serve." I hate to tell you little princes and princesses this but in the real world you have to work, you have to care about your job or you will get fired! If you think the work is beneath you, very simply put, don't fucking work there!

But it is the manager's fault for enabling these shitty attitudes of the workers in the stores. Unhappy customers tell on average 5 people of their shitty experiences. With the internet? X that by 10. And trust me, I will tell any and everyone in my town from this point forward how shitty Best Buy's personnel are to their customers.

 

The return policy is 30 days.. you don't bring it in time... guess what no refund,return,exchange...PERIO D! You don't deserve anything! YOU MISSED THE 30 days .. Tough!! Get over it... It's your fault!! Stop being a baby!! 30 days is a long time....

 

Best Buy's appliance repair department has done very little to provide adequate customer service under our extended warranty during the last three months. Twice the replacement part needed was shipped and later discovered damaged in route. A technician was called to inspect and remove the damaged parts and reorder the necessary part. More than six weeks later not one Best Buy representative has bothered to even call with the status of the order. Last week we placed a call and were told that someone would call us within 24-48 hours. Exactly one week later we are having to call again and guess what? That's right, "someone will call in 24-48 hours". It seems there is a Best Buy research team trying to locate the whereabouts of the technician who took off with two damaged parts and never placed the reorder. WHATEVER!!

We purchased another refrigerator from Best Buy about 10 years ago and received terrible customer service then as well. Needless to say, we will not be purchasing from Best Buy in the future.

 

I have actually read all of these comments and I am not surprised by any of them.

I can say that Best Buy as a whole isn't worth the materials they bought it for to build, BUT some of the employees are worth GOLD!
My husband (who is a computer geek for the marine corps)bought me a Gateway Tablet at the end of December 05. Within six months, June 06 we had connection problems with the adapter (1st service). Then about 3 months (Sept 06)later it bootlooped (2nd service). Again with connection problems December(3rd service). Between January 07 and now (Sep 07) My computer has been back and forth to the service center for the same problems for a total of 6 more times. I asked at what point will my warranty kick in? (3 yr warranty)We will have to send it in one more time is what I was told. I had been patient up until the point I started getting lied to about who was responsible for honoring the warranty. I asked for a manager at the geek squad who was very nice, understanding, and really did want to help. He explained the process, I wrote everything down. The service center said they tried to get the situation fixed, but the store wouldn't honor it. Corporate customer service reps said it didn't warrant to honor my warranty. *WHAT?!* I went back and he started calling people while I was there on SPEAKER PHONE, so there wouldn't be any confusion.

In defense of the workers, I probably had one of the nicest managers I have ever encountered in Best Buy. His name is Cris, and he was the supervisor for that "section". He got on the phone and called everyone, talked to some head honcho and bam hours later the situation is fixed. My warranty is going to be honored. He tells me I have to wait for it to be back, to wish he says hopefully Saturday at the latest, but meanwhile look and see which one I want to have as a replacement. Mind you we got the Tablet when it first came out (1700 USD) plus a 3 year warranty (300USD).

I'm not even looking for something like I had, I would be happy with one that isn't a tablet and didn't cost that amount and the remainder of the warranty to be transferred and if there was any amount that would be due for a cheaper one on a giftcard.

As upset as I was, and let me tell you, I was, Cris really cared about how this affected me and how I WAS treated by others. I only hope that he didn't get in trouble for what he did. Cris bent over backwards, the only one who did. Best Buy should be proud of him as a person and employee, but he'll never receive recognition for it no matter how many letters I write or who I call.

 

In my 5 years working for Best Buy I can say I try my best to resolve all customer issues that may arise. The last comment is right. I myself have spent hours trying to resolve even one issue to help a customer out. And for that I get a "thank you" and that is is, and that is all I need. He or She may tell one or two people about what good service they had. Customers need to understand the business. Everyone has procedures and policies they have to follow. I have broken many of them to take care of customers and had to explain myself why. I understand why customers may get mad....I do, and that is why I am in the position I am in. But customers also need to reset themselves at times and see how they acting. Don't holler and swear in my store...if you swear I give you one warning, and if not our conversation has ended because we also have kids in our store. If you want to act like a 10 year old then leave, come back, and then we can talk like adults. I have heard it all in my 13 years of retail management. like: "I am going to contact the Attorney General", "I am going to call my lawyer", "I am going to get a news crew out here", " I am going to the BBB ". Before you bark too loud make sure you look at the policy's in place on your reciept or service plan brochure. Those are like contracts. We are a Profit organization ( Like everyone else out there ) . You can't just exchange product, return items 6 months old, and return open software. It just doesn't make sense. If Best Buy ( Like ALL other retailers ) had no reurn policy or exchanged everything Best Buy and EVERY RETAILER would be out of business. Granted we would have some happy customers and would be everyones best friend for a short time, but then where does it stop? Then what....you try to shop online. Good luck there with customer service trying to explain features and giving you live demos.

Listen.......EVERYWHERE we go in this world things can happen. Out of 180,000 employees there are going to be bad ones or ones who may not have great service skills...and for that " I AM SORRY "....There are many more customers I make happy in this world who return and do more business (hopefully). People like to vent...go head. That is your right. But next time you get mad, don't make a scene. Take a look at the policy's set in place before you and be an "Adult" about it and have a good conversation with someone. Maybe even do homework on return policy's, services performed, and service plans BEFORE you make a purchase. I do.... Don't get mad when you ask someone to make an exception. "Everyone says that"

Do your HOMEWORK first, ask questions BEFORE your purchase, and be mature about what may happen in the future.........

Thank You for your time.................

 

BOYCOTT BEST BUY

 

First Off... you are WRONG. All the calls are from the local Best Buy in which you are calling.. how do I know I am one of the Sales Operators who answers the phones. You are never in contact with someone over sea's when you call a local Best Buy. Get the facts straight before you post.

 

I must agree with Employee. Out of my many years at Customer Service I have never encountered a worse customer. If I hear "Well I was never told about the 30 day return policy"... It's on the back of your receipt. I mean seriously people do you not read at all? Thats like signing a binding contract without reading it. It's stupid. AND.. for the love of all that is good. DON'T MAKE A SCENE AND DEMAND THAT WE DO SOMETHING FOR YOU THAT WE CAN'T. I had my GM, My Supervisor, and another Supervisor telling a customer that we could not give her cash back for something and she started say well F*** You! and F*** Best Buy. I told her what she could do by recommending our comment hot line. and she was like you are rude I work for customer service and I dont treat people like this! *I only told her that there was nothing that I could do for her in the store and that she needs to take this up with our corporate office if she has a problem with our system I said this in a calm fashion without raising my voice* And then she started cussing at me again causing a scene and a back-up of customers at the check out lanes. As she was leaving I told her sorry and have a nice day she turns around and says I don't appreciate your Sarcasm. and I pointed to the door.

Customers a fair warning cussing out employees is a direct threat and we can ask you to leave after several attempts of trying to calm you down. Not only is it stupid and immature that you lower your self to cussing out employees for something that we/ they can not control, but you make yourself look like an idiot infront of everyone.

Please think before you talk, and realize just like you we are only trying to do our Job. How would you feel if someone started cussing at you for something that you can not control?

 

So if I call Im not a customer? Maybe I'm calling in reference to a product I will be in the store later that day to buy. Maybe I am calling about a problem I am having with a product I just bought from best buy that you have just profited on..I no longer am a priority because I'm on the phone? There's about 20 people on staff at every best buy you walk into at any time of the day(overload of employees) and few want to help anyone. You may get a newbie who doesnt know it's policy to treat the customers badly..yet. Say you walk into the store after calling to return your product you have a warranty for and the manager (Jason of birmingham Alabama, hwy 280) gets IN YOUR FACE and says "GET OUT OF MY STORE!"(infront of other people - can you say embarassing!?)..then what...Well after that you call corporate. After they have sent you a $75.00 gift card they tell you to go back into the store and let them service your product(the warranty says will replace)at last choice that is what you do because you are LEFT with an unuseable product. Best Buy sucks and I hope HHGREGG takes 'em down!

 

Best Buy is much akin to high school drama and everything which follows that. I have been a representative of a printer company (vendor) in Best Buy stores for many many years now. I have been there before CARE+, before the personal shoppers, the barry store, the magnolia store, geek squad, home theater install so on. Over the years Best Buy has added these things to "enhance" how the stores interact/deal with customers. However all these things are just gimmicks and tools to get more money out of the customer.

Despite even some employees "caring" going out of their way for you, there are several other customers they will not go out of the way for. Best Buy has always had lousy customer service and will continue to do so, poorly paid employees, manager's compensation is depended on how much garbage goes out the front door, and not to mention very few people select Best Buy as a career. Now some of you might laugh at this, but there are some people who do make retail their career and they in turn run and work for fantastic businesses.

Among us vendors, Best Buy has a notorious reputation, where the store managers expect us vendors to act and behave as their own retail sales associates not to mention us vendors see from retail outfit to retail outfit, how the different stores deal with customers. Best Buy without fail and on average treats most customers, as pure consumers and are looking to take every penny from your wallet. The USB device cables sells for $33, at Frys, Compusa, PCClub, you can easily find a cable for less than $10.

This stems from most of management and senior people not having a college education, very few Best Buy managers and regional people have had a college education. Most of them have climbed up but never learned how to run things properly because their entire pathetic career has been inside Best Buy.

Best Buy also goes out of their way to make life difficult for everyone, my company used to include a USB cable in the box, but Best Buy complained because they were loosing attachment dollars, so we removed the free cables from our boxes to appease Best Buy. However our printers shipped to Costco, WalMart, CompUSA so on will continue to have a free USB cable in box. Those are all for profit companies...there just has to be a line between profit and ethics.

 

Best Buy only exceeds Home Depot in poor customer service in my experience. Computer repair is incompetent from the store counter to the repair center. After 4 sequential returns and three months they have still failed to repair a notebook which is under an extended service warranty. What money you may save on the front end is not worth the aggravation.

 

Agree with SD way up there. I work at Best Buy in Canada - i only say that cuz it seems the rules get bent a little more up here to keep customer loyalty...
I'm usually at the cash, ask once about the service plan, get a simple answer (yes/no) and move along. But i've had customers yell at me for trying to sell services and walk away saying they didn't mean to target me personally.
I have had customers call me babe. READ FUCKER, my name is on a tag and i'm wearing it...
Working at customer service, we bend the rules all the time, based on the shape of the product (opened/not opened) and you know what, if a guy was really nice says his camera got stolen but wants his service plan on the new one which is the exact same model...a pain to do the paper work and get authorization to continue, but got it done. the guy was really sweet and thanked you.
I have to say it's kinda depressing when someone says thanks while they're still keeping eye contact..feels nice...almost human...wow
Customers, yes you've had to deal with rude service, i've corrected my co-workers or taken customers off their hsoulders for their bad day. Simple, complain to management.

 

Went to BB in Overland Park, KS about a month ago to buy a new dryer. I bought all the extra stuff (vent hose, plug wire) so I could pay extra for installation. They delivered and brought the wrong vent hose so they did not actually install it. Fine. After 2 trips to the hardware store for the right vent hose and about a 5 hour investment (waiting on delivery and my own trips for more parts) on a Saturday we had a new dryer.

Fine.

Went last Sunday to the BB again because our washer broke to buy the matching washer to the dryer we bought last Month. We literally stood around for an hour waiting on the only guy in the entire department while he messed around with a young couple that couldn't decide on a used refrigerator. After finally finding a Manager and making a purchase we had to wait until today (Saturday) for delivery. After a 4 hr. time investment (delivery) and a week without doing laundry our new washer was delivered and actually hooked up. Yay! Nope. It doesn't work clearly non-functional.

So I call the delivery company they can do absolutely nothing. They are a third party with no accountability whatsoever. So I call BB.

BB solution? Send out a technician next week, and then if it's truly broke (duh) schedule a delivery for another. WHAT??!!?? So now I have to go another 3-5 days without laundry and take 2 days off work for them to fix or replace a brand new almost $600 dollar washer?? I think not. I didn't buy a brand new broke washer I was assuming I bought a brand new "functional" washer that presumably requires no repair prior to the first time it is turned on.

So our final resolution has been no technician and they cannot deliver a new one until Tuesday. When Tuesday? No idea. They can't tell us until Tuesday. So either me or my wife will end up potentially missing an entire day of work.

This is pathetic. When did it have to become so difficult to give people money? Customer service is virtually non-existent and clearly no one gives a sh*t. I will absolutely not buy any thing else from BB ever. I would warn you against and encourage anyone not to buy from them ever. They are a monster who cares nothing about the very reason they became so big in the first place the consumer. They should stick to CD's and Video games and stop trying to be a one stop shop for everything. There is nothing "Best" about anything you can buy there.

 

BestBuy so sucks and I hope they fold. Nasty fucking customer service, nasty employees, wait time/ line is hell. You can't go thru an aisle without some little fucking twit attacking you. When you finally decide to buy what you needed, they try to force every other fucking items in the store down your throat. Let's not even mention computers...They so full of shit about their repairing system there, it's a joke.
BTW did I mentioned that I worked there for 3 years with their so called computer repair dept.? It was cool in the begining, until they began to force to sell shit to the customers that they didn't really need on minimum labor hours with no fucking help.
What do you expect, when you have a so called service manager who got to his position by overcharging customers as a repair technician. My advice to those who need your computer repaired, call places like Rescuecomm or buy a new one.
BestBuy should take a page out of COSTCO's book...it's ceo put a salary cap on himself just so he can make sure his employees are well compensated. I tried my very best to find just one unhappy costco customer, but could not find any. I've spoken to eight different employees of costco and not one of them said they were unhappy with their current positiony or the company.

 

Ah Ha! After reading all of the comments on cadenhead's website I laughed and cried. It's just terrible the way consumers are treated when there is a problem. I worked with Bellsouth for about 15 years as a Service Rep, the company for 26. Had to take early retirement because of all of the bullshit I had to put up with, including lying to the customer (which I never did, but it is a practise) and selling items customers did not need. I'm saying this to say, I know what customer service is suppose to be like. I can say that, that was the best training I got from them; at least in the beginning of my service with the company. Things changed.

Ok, so here is my story: I purchased a JVC plasma 25" flat tv in Sept of 2004, and bought a service plan which cost 399.99. Well the televison just blacked out within 10 months of the 1 year store warranty. Of all of the comments I read no one mentioned that they were aware of this. BestBuy IS responcible. well in july of 2005 I called the 888bb number. Two techs were sent out and decided, yes my tv needed to be replaced. Ok, their job done. Well for 4 months I called repeatedly to fine out when I could go in and pick out a new one. Mine sat in my home all that time and no one told me I had to take it to the store. I was told the techs should have taken it with them. NOT... I could call all of the names of people I spoke with but I"m sure there isn't enough space to do so, including supervisors. Well I used all of my customer service training: did it work, NO. So I let my husband take over. He could deal with the bullshit. The bb888 numbr kept saying they were waiting for the tech to give them a comfirmation numbr to let them know the tv is suppose to be replaced. So after going all the way to corporate we finally just took the tv back to the Southlake Store in Morrow GA, because he was told the paper work would be in. When we got to the store at the customer service desk, "nothing but dingbats", no paperwork received, can't help us. Ok so I requested a manager. It took 45 mins for her to appear after repeated calls over the pa sytm. Here name is April, yes she still works there. Well not to be ashamed, yes I acted an ASS. After 4mos of no responce and me calling, who wouldn't. After all my customer training did't work. So I was asked to leave the store. My husband gently took my arm, and we left. Well I called the next day from work, and the man I spoke with, his is the only one I don't remember told me if I stepped foot on their property he was calling the police. I said so be it, but I husband went instead. Ok. By this time it is October. The store warranty was up in September. Guess what? You guessed it...We were told that my warranty was satisfied eventho it went out within the stores' warranty.(I warned my husband that they were going to try this). So I said don't leave without getting in writing that my warranty was transfred to the new tv. He got that. About three days later a message was left on my voicemail that BB could not and would not transfr the warranty I bought to the new tv, because it was brought back to the store after the 12mo warranty. Mine you the tv went out within 10mos of the store's warranty, 4mos waiting for instruction of what to do. I ignored that message cause I had it in writing. Guess what? The lamp on this new tv, a mitsubishi LCD 52" went out in 15mos. Ok no problem with this repair. One of the same technicans came out on this repair. His name is Cory, tech 1819, cudos to him. He remembered the initial problem with the JVC. He had problems with imcompetence within the company. Ok, tv fixed. 4mos later the tv stopped working again. This time a supervisor at 888bb refused to send a tech out, because quote unquote "I had no warranty". It was satisfied when I got the latest tv. Oooh this is ridiculous!!(I'm tried of typing), but I must go on, there is more. Finally I agreed to pay for the tech to come out knowing good and well I was not paying a DAMN penny, but that was the only way 888bb would send anyone. So Cory comes out again, bless his heart. To no avail the tv needed to be replaced. He replaced the lamp again, but the tv kept locking itself out from turning on, nothing worked, he even got assitance with it. So this time he gave me paperwork with comfirmation numbr to take to the store for replacement. Well I went this time to the Peachtree City BB. They have this new thing personal shopper where I encountered Jamaal and
Kevin Calister(gen mgr). My son was with me at the time because we had to take this 52" tv back because it was not delivered. Well Jamaal was able to pull all of my info up with my home numbr. Which 888bb could not. He was very knowledgeable, and pleasant to work with.
Turned out Kevin the mgr, stupid ass liar, evidently was thinking abt his bonus. I requested the wall mount be given for all of my trouble from the last three years which cost 149.99. He refused. Well I sent my son this past wednesday to pick up the tv. (by the way I have a folder with all of the necessary paperwork dating back to 2004 up to today). Kevin refuse to give my son the televison; a 46" Samsung LCD flat screen eventho my son had all the paperwork issued by BB. I guess he thought he was going to steal it. (my SON IS 29yrs old). KEVIN MADE A STUPID conclusion since MY SON had to get THE PAPERWRK frm me. Jamaal met him previously with me and told Kevin Calister so. Well KEVIN told me he would deliver it friday 09-21-07, which he lied about. My name appeared no where for delvry. So I was told by Tangie James it would be at my home saturday 22nd. That day two technicans were dispatched with paperwork n hand to repair a tv I didn't have. Yes, Yes I was outraged, and yes I cussed everyone I spke with out apologzing alone the way because I knew Erin evntho she gave out crappy info (she answrd the phone in store) didnt have a clue. Ms James said if I didn't calm down she couldn't help me and would tell the techs to leave, which they raised eyebrows at that comment. So I said, tell me something so I CAN calm down. Needless to say they sent someone out in their personal truck to deliver my new set. BBB will get a letter cc'd to anyone else I can write. This ordeal should have never happened, especially since I always keep my paperwork. I didn't get a new warranty on this tv, of course according to bb's contract which needs to be reworded this has satisfied my warranty eventho there is still 11mos left on it. So I pray I won't have a problem with this one. NO! NO! NO! I WILL NOT EVEN BUY A CD, DVD NONE OF THOSE THINGS, ESPECIALLY ANY BIG ITEM FROM BESTBUY WHERE CUSTOMER SERV IS ALMOST NON-EXITING.TOO BAD THE FEW I NAMED GIVING GOOD CUS SERV HAD TO BE CAUGHT UP WITH ALL THIS BULLSHIT. THANKS TO CORY, AND JAMAAL FOR THEIR EXCELLENT SERVICE. MS JAMES LIED TO ME ABOUT SEAN, A NONEXITING TECH BRING MY TV WTHIN 40MINS IT TOOK 2HRS. A NICE JOHNATHAN CAME IN HIS PERSONAL TRUCK AND CONNECTED MY TV, EVENTHOU I HAD TO HELP HIM, A WOMAN, LIFTED IT, BECAUSE HE WAS NOT SENT WITH HELP...THE WORD WILL BE SPREADED. I REALLY DIDN'T THINK I NEEDED TO CHECK ON A BIG CORPORATION LIKE BB TO MAKE SURE I WAS TREATED FAIRLY. TV WAS SENT THAT SATURDAY BECAUSE I REQUESTED MY MONEY BCK IF NOT DELIVERED THAT DAY. ENOUGH IS ENOUGH!!!!! TO EVERYONE OUT THERE CHECK ON EVERY COMPANY YOU SPEND MONEY WITH. NOW A DAY CORPORATE AMERICA ONLY CARES ABOUT THE DOLLAR AMOUNT...BOTTOM LINE.
THANKS TO ALL WHO TOOK THE TIME TO READ ALL OF THIS SHIT I HAD TO DEAL WITH.

 

Oh, I forgot to say as far as the phones ringing and floor people having to answer them; BB makes enough money off of consumers to designate someone to answr them. I know someone that worked with bb briefly and was told after being hired she would need to sweep and or vac the floors after store closing. Now if bb want MAIDS they should let it be known in their job description, & at hiring interviews.
No wonder turnover is HIGH.....and attitudes flagrant.
I agree phone callers should be given attention, because when initially answered, employees do that pretty well. How much would it cost BESTBUY to hire PEOPLE to answer phones only? Somebody help me out here.

 

Wish I'd found this website sooner. I'd have stopped spending $$ at BBY long before now.

My 17-year-old son worked his first summer job last year and we let him spend some of his money on what he wanted: a $2000 Mitsubishi home theater projector... really nice one. "Buy a quality product, son, and you'll be happier in the long-run," I told him. Bought it at our local BBY store. (1st mistake)

It came with a 2 year warranty and about 10 months into it, the projector quit working. It gave a message that told us to replace the bulb. So, we shopped the internet, spent $440 on a new bulb, but the projector still didn't work, and still gave us the same message.

Took it to BBY, (2nd mistake)they said, "two-three weeks, we'll send it off to Mitsubishi, it's under warranty, don't worry about it, we'll call you." (1st lie from BBY to me.)

After 3 weeks, I called, got some lame story about why it wasn't back
(2nd lie). I called every week thereafter for another 5 weeks (3rd, 4th, 5th, 6th, 7th, & 8th lies from BBY to me). After 8 weeks I told the store I would be there Friday after work to pick up my projector, or a replacement. Idiot on the phone said, "Sure, you're right, this is crazy, come on out and if your's isn't here we'll just give you another one." (9th lie)

I got to the store and after 2 hours standing at the customer service counter, here's what had happened: They brought the projector out from the back. I asked to check it before leaving. It didn't work. IT STILL GAVE THE SAME "CHANGE BULB" MESSAGE THAT IT DID 8 WEEKS EARLIER! They hadn't done a thing to it. I asked what idiot service department could keep someone's projector for that long, then send it back to the store in the same broken condition? They couldn't answer that one. They also told me they had sent it to a Best Buy service center, NOT a Mitsubishi service center! (see "1st lie, above) Then when I demanded my money back or a replacement, they ran around the store for 1/2 hour, came back and offered me a Sony projector that they sell for about half of what my son paid for the Mitsubishi a year earlier. I know projector prices have come down, but there was no way I was going to settle for this. How much wrong do they think they can get away with?

After telling the 3 geek squad idiots I was dealing with (including the geek mgr.) that I wanted to see the store manager, they sent me another idiot. I gave up after 2 hours... told them to send the projector back to the service center and to fix it right this time.

Got home about 9:30pm. Woke up at 3am so angry I couldn't sleep. Got on the internet, found BBY corporate customer care email, and also found several names with email addresses at Mitsubishi. Emailed them all the same story of what I had been through over the last 8 weeks.

Got an automated email reply from BBY a second later thanking me for writing and saying I would get a reply within 3 business days. (This was about 3am on a Saturday morning.)

By 9am (on a Saturday morning) I had received a personal (i.e. "real") email from the regional sales manager for Mitsubishi telling me I would be hearing from the national service manager shortly. Although I didn't hear from the service manager 'til Monday morning, they did apologize for my crappy experience at BBY (not that they could do much about it), and offered to pay for me to ship the projector directly to Mitsubishi (overnight at that!). They promised a 72-hour turnaround, and would ship it back to me (overnight) for free too.

I went to BBY and fortunately was able to get my projector back before they did anything with it. I shipped it to Mitsubishi at their expense and they lived up to every single thing they said. I now have the projector back in less than a week.

Oh, after 4 business days (not 3 as promised), another moron from BBY emailed me and apologized for the poor service-center service, nothing more, nothing about all the lies, nothing about 2 hours in the store, nothing. "Have a nice day," he said.

I emailed him back and asked if that's the best he could come up with. He said I could call 1-800-BestBuy if I wanted to talk with a supervisor.

You know I really thought about it, but after reading all the other stories here, I'm not going to waste my time. I'll just spend my energy telling anyone who will listen that they shouldn't spend their money or their time at Best Buy. To me, that's a service to mankind, saving everyone else from such a crappy place.

Now, remember that bulb we bought? Tried to return it to CDW once we got the projector back and realized we didn't really need it. I know we'll need it eventually, but it was $440, and I didn't want my son to have to spend that much of his money on something that would sit on a shelf for years maybe.

Guess what? CDW said we'd kept the bulb longer than the 30 days they allow for returns, and nope, we couldn't return it. I asked for a little understanding and told them the entire story. They said they would ask the sales manager to approve it, "even though it's against our policy..." No luck. Called them 4 days in a row trying to talk to someone with a little human compassion. Forget it. You want reasonable customer service, from people who understand that not every situation fits neatly into their policies? For the 8 weeks that BBY had the projector, I had no way of knowing I didn't need that bulb! After 8 weeks, I wasn't even sure I was going to keep the projector, that is if I ever got it back from BBY.

So, add CDW to my list of companies I'll never deal with again. Here's your fair warning to do the same.

 

Here's my first best buy bad experience in 4 years. I've had a reward zone account since 2004. I've bought so much stuff from them its ridiculous. Getting a $5 reward zone certificate in the mail always caused me to go to best buy right away and I would end up spending about another $100. Well this past month we decided to upgrade the ancient televisions in our house so my mom bought an LCD HDTV using her best buy credit card and my wife bought one using hers and I bought a whole bunch of Nintendo Wii stuff. Total we spent close to $3000 just this month alone. To make a long story short - best buy canceled my reward zone account denying me any of the points saying that I am the only person allowed to use my reward zone card and I cannot use a credit card with someone elses name on it even if I am present and they are present for the transaction. Then to top it all off when you call 1.888.BESTBUY and ask to speak to someone in the reward zone points department, there is not one person without an Indian accent. I went through about 6 customer service reps and not one of them understood what I was talking about. Finally a supervisor named "Ryan", who sounded like his name should've been habeed, came on the phone and told me bottom line is my account is terminated because I violated the terms of service. Well, how come the best buy cashiers are not trained to tell you that the credit card and the reward zone card name do not match. Especially when since I do not have a card they need to type in my phone number and pick me off the computer screen list. "Ryan" told me that the line in the terms of service says something like your rewards card is non transferable - but I wasn't trying to transfer anything. Why did it take 4 years for them to cancel me with no warning. There is nothing the terms of service that says anything about your method of payment. That's a bunch a B/S if you ask me. Then "Ryan" told me if I wanted to I could return everything that I bought back to the store and re-purchase it using a reward zone card with the same name on the credit card - How absurd! Tonight I went to the store and not one associate nor the store manager knew what I was talking about. They said they have never heard of that rule since forever. So now tell me where I went wrong and how I got jerked. It's very sad and I feel like was kicked in the teeth. I am 25 years old and I refer to best buy as happy land no more!

 

We bought a computer and one of the useless "warranties" from our Best Buy in Peachtree City, Georgia. Low and behold we begin having trouble with the computer, take it in to the "Geek Squad" believing that probably whatever is wrong will be covered under the "extended
warranty". WRONG! We are told the computer has a virus and the warranty doesn't cover that. We pay $130 something and bring it home. Yes, it is still doing the same thing (and now that they have tinkered with it) is acting even more strangely than before. We call back, give them the information and request that they come to the house to repair it becuase of the inconvenience. We only have the one computer and our daughter uses it all of the time for her school work. We are told that will cost us $200!! We live 5 minutes from the store! How much do they get paid and how much do they pay for gas in their cars?! I call the store to get the name and number of a district manager and am put on hold twice for over 5 minutes. The third time I said DO NOT PUT ME ON HOLD AGAIN!! Just give me the name and number of your district manager. The employee acts like he doesn't know what that is. Then reluctantly gives me the number. We call the useless person and after giving her the information she simply repeats "That will cost you $200" over and over and over no matter what we say or ask. It doesn't seem to bother them that they basically stole our money and that it is somehow our problem. Customer Service is dead!!!! We are experiencing this same WE DON'T CARE attitude all over the place. Our postal sevice stinks, they bend photo envelopes in half and stuff them into my mail box despite BRIGHT ORANGE stickers all over reading DO NOT BEND!!!! This attitude is everywhere and we are so sick of being treated as if our money doesn't entitle us to any service at all.
We have never receieved so much as an apology! It is so wrong.

 

is there some other number to call BB headquarters other than 1-888-BESTBUY.?
i found corporate snail mail addresses on the BB website, but would like email or phone of COO .service is taking too long

 

I am 19 years old and I work at the Best Buy in Antioch, TN. For the most part, I do sympathize with all of those who have had ACTUAL bad customer service experiences, such as the person who was told to "call back later" and was promptly hung up on. That's just downright embarrassing as a customer service representitive.

However. For the rest of you, let me give you a little run-through of how and why I do MY job.

First, the customer comes up and I (very charmingly, politely, and sincerely) ask them how they are and if they found everything okay. After the response, I give the appropriate answer (ie: "Awesome! Do you have a Reward Zone card?" or "Aw, what didn't we have for you today?" which I ACTUALLY care about). If the customer has a Reward Zone card handy, I give them a big smile and say "Great, thank you so much for having that ready for me." and if they don't, I say, "Aw, that's no problem at all, I can look it up for you. What's your phone number, starting with the area code?" After the Reward Zone card is established, I scan the items and make small talk about liking the movie they're purchasing (which I don't do unless I really do like the movie), or, if they're a regular customer, I comment about their latest haircut or ask how their 8-month old is while calling them by their first names (because I like my customers and they like me...a LOT). If there is a product with a Product Service Plan, I ask if one of the other associates had explained it, so that I don't hound them with information they already know. The conversation is as follows: "Yes, they did." "Oh, okay. Would you like to add that on today?" "No, thank you." "Okay, well, if you do change your mind, it is $20 for two years and $40 for four, and you have 30 days to come back and add that on, okay?" "Alright, thank you." If there is a Product REPLACEMENT Plan available, yes, I work a little harder to get that added on...but not JUST because I'm hounded every hour on the hour by my manager that our numbers aren't where district wants them...but because I think our Replacement Plans are a great deal, and I explain it as such: "We do offer a two year replacement plan on this item. It is $40 but it covers dust, heat, humidity, every day wear and tear, and power surges including lightening. If the speakers go out, any of the buttons stick of fall off, if the disc tray stops coming out, we'll go ahead and replace it in the store for you." If they look interested I continue with, "Also, the coolest thing about our replacement plan is that...say the 8 button sticks in 18 months and you decide you really don't want another one. You're not locked in to getting the same product, you'll actually get all of your money PLUS TAXES on a store credit and get anything else you want in the store." At no point and I lying, and if at any point in time the customer makes it known they aren't interested, I remind them they have 30 days to add it on and stick a Replacement Play pamphlet in their bag.

Second to last on my list of things I have to do with every single customer, is offer magazines. Not magazine SUBSCRIPTIONS, mind you, but our 8 Weeks Risk Free offer, which is clearly stated on the pamphlet. I offer it as such: "You also get one of these free for eight weeks, which one would you like?" A simple, "No, thank you." shuts me up immediately. But if someone says, "Hmm...let's do the Sports Illustrated." I ask for their card, get their shipping information, then hold their card in plain view while explaining, "Now, they are asking for your card information in case you want to do a subscription. If you don't want a subscription, just call this number before the 8th issue and tell them you don't want a subscription or they will charge your card, okay?" If they tell me "Never mind," i return their card, no harm, no foul. If they say, "Okay," I finish that up. Either way, when I'm done I tell them, "Alright, now I'm scanning your card for the $10.91 you're purchasing today, you're not getting charged for those magazines at all." Do I like selling magazines? Not really, because I've heard of the hassel some people go through to cancel. But do I like getting written up because I refuse to do it and almost lose my job over a simple thing like offering a damn product? No. No, sir. I like that even less than offering it. And I say to call and cancel. Quite frankly, I no longer lose sleep over it.

Lastly, I bag up the product, smile politely and wish my customer a nice day.

My whole point here is that not all of the employees at Best Buys wake up every morning resenting customers or scheming about how they're going to sell the most product or attach the most service plans at the customer's expense. We're also not "snot-nosed, uneducated high school kids". Quite frankly, I find that offensive. I may not be a rocket scientist, but I certainly don't consider myself stupid. I'm simply a girl trying to make it without using mommy and daddy as my fall back plan every time something goes awry, trying to pay off student loans on a crap descision so that I can go to school for what I truly wanted to do the entire time. I do my best to make my customers feel less apprehensive about shopping at Best Buy, because I know how stressful it can be sometimes.

So, please, I'm asking all of you have have nothing but bad, hurtful things to say about the employees, remember that most of us are just like you, trying to get by the best way we can, and some of us actual care about you, your feelings, your purchases, your time, and not just your money on a business level, but your money as it pertains to you.

And if you don't believe that Best Buy can give you a great customer experience, I invite every single one of you to come to the Hickory Hollow store in Antioch (store 173) and ask for me. Because I know I could single handedly make you a dedicated, long-term shopper.

 

Hello everyone,
I do work at Best Buy have for about a year now...I have always been in retail. Mainly because I love working with people and being on the move. Now, Best Buy is NOT by any means a perfect company but I can say that they DO care about there customers, they do 'try' to make sure that the people they hire have good people skills..Every company is going to have problems that need to be worked out. lord knows walmart corners the market when it comes to that! But the comments and insults that are being thrown around on this board....WOW....I am just amazed..You should ALL be ashamed of yourselves!!!!!! EVERY ONE of you who have called someone a name, or degrated someone because YOU didn't get your way let me tell you something.....Think about this the next time you walk into a retail store......The people who work on the floor have more power then you think, or we lead you to believe. Rather it be because we go to a manager and tell them how you have treated us during an interaction. Or someone else witnesses you behaving like an ass you have pretty much sealed your fate on your own....See Best Buy DOES care about their customers AND their employees so if you walk into a best buy with a "god" attitude it's seen the minute you enter the door then it's relayed over headsets...So YOUR ATTITUDE is known before you even start to complain to ANYONE......Remember that saying..." You attract more bees with honey" Well, that hits every aspect of life...Example: I was being belittled (because I'm a woman and work in Home theater) by a guy that didn't know an input from an output (laughing out loud)There is more of them then you think! Anyway he had a problem that was VERY easily fixed but my manager had about enough of his abuse towards me and basically.....1-888-......Best Buy is not going anywhere, they also pay very well it just so happens NO job pays enough to have to deal with ALOT of people in this world! So remember YOU may think your gods gift to everyone but when you walk into a retail establishment WE are the ones who have the control......Try acting like a civil human being and I will put money on the fact you will NEVER have to dial an 888 number anywhere...

p.s. ....I'm not interested in getting into a debate, and I am in no way saying that BB is perfect...Just want you to really read what is being said here and how completely ignorant you all sound.

 

Typing fast is not a good thing so please excuse the mistakes...
and I also wanted to say I'm very sorry for all the bad customer service that you folks have had to put up with...

 

I want to a best buy in pittsburgh, pa and bought a portable dvd player, and when i got it home and opened it up the screen was cracked and i immediatedly took it back to best buy, they checked the serial numbers on the box and the device and said that serial number on the box and the one on the machine did not match, there for i could not exchange or get my money back. how ever i did get resolved by calling the coporate headquaters and talking with a supervisor. they are suppose to be sending me a store gift certificate for the item.

 

HAHAHA.. i get great discounts!!!! hahaha.. and if u call i really don't care to answer!!! HAHAHHA.... i just work 1 day to get my discounts... u keep paying your $40 for something while i get it at $3.. LMAO!!!! Woooooo!!!!!

 

I sent my lap top in on its plan in Wisconsin the fox point BB because it was horribly over heating, as in i couldn't use it on my lap because it would burn flesh. When i got it back I looked at the paper they gave me that told what they did. One seemed very vag in its description so i asked what they did. The man just shrugged his shoulders and said I don't know. didn't make any attempt to look it up. there was a crack on the top right corner of the lid. The Manager tried to tell me is wasn't a big deal. and that it was just normal wear and tear and things like this happen all the time. I figured i wasn't getting any were with her so i left. when i got home the screen kept shacking and darkening like the power cord was unplugged. I checked the cord it was fine. then a discolored blob appeared bottom center of my screen. I took it to a different best buy because i didn't want to deal with the same manager in fox point so i took it to the one in brown deer. The man was nice and said sorry and sent it out i got it back last week with a new screen/lid. the lid looks like shit. it doesn't want to latch and now there is a crack in the upper left corner of the lid. When i push a button in the last right row the whole row moves down with it. I have been with out my laptop for 4 weeks and now they want more time away to fix it. i am a college student and i need my laptop. I called gateway directly about what happened and the person i got was real nice and they said they get calls all the time about how bad best buy messes up. they said some people send their computers in and they come back missing thing like a HD or a NIC. She looked up the past history on my laptop and she said that if i send my laptop back to best by it will be completely replaced with a new laptop which is not bad other then the fact it would take a week to get that cleared and i need my laptop. My family has been disrespected so much in best buy. First when my mom and grandma where trying to buy me a camcorder for my graduation present we were completely ignored. So We went home and researched what we wanted our selfs and came back and were ignored again. so my grandma had to go to the counter to get help. This was supost to be a happy thing getting a graduation present and my first camcorder. but instead it was stressful and annoying. Then when my mom wanted to by me an ipod for my birthday completely ignored again. the to girls who where in charge of that area were leaning on the shelfs and talking about their prom dresses. When we finally got their attention they would talk for a second then walk away and go back to chatting about prom. When i go to the geek squad most of them dont know anything about computers. and if i am next in line i will be standing there for a while and they are just standing there. eventually they make their way to me and then just stare at me. I ask if they are going to help me and they sigh and then go on to working on the computers there a bit. then come back and stare at me. i figure i will have to start the conversation. i tell them why i am there then they say ok. after waiting a bit as they mess around a bit. they come back say sign these. then keep walking away from me talking to other people. after i sign the papers they go back to just staring at me leaving me to guess if i am done or not.

When i send my lap top in and it is replaced with a new one i am going to tell them not to touch it and get coverage through the manufacture. I also plan to call Mac and see if i can transfer my ipods service to them. I have had enough with best buy. I am the technical adviser to my whole family. I will never reccamend best buy again. I will never have them work on my electronics again.

 

I purchased a Toshibia laptop in LA on 03/03/07 within 2 days the geek nuts had to work on it not just once but twice. This slowed my (new) pc to the point that i was exsperated so I waited till I returned to SC. Now after the geeks had hold of it here it is even worse. I use this for my work as I am a graphic artist and need it to work. Upon callig tonight to see what could be done I was hung up on. I was not ugly or rude but as soon as I said I bought it in New Orleans there was silence then a dail tone. I have a lemon and do not want the squad working on it again but replaced. If I have to send email after email to all the ceo,s and on down the chain of command I will. Also I will seek damages through the courts as down time means lost income. Please help I donot want a battle but will not back down as I am a southern gentleman with strong values and principles. Even if I have to buy some where else while a suit is being settled. Please help me.

 

I cannot believe what I am reading from the employees of Best Buy. I know now why some many customers have complaints, including myself. To Best Buy Management...spend a few bucks and teach your store employees, "Customers are always right!" period, end of discussion.

To the employee's of Best Buy. Just smile, do the very best you can, treat your customer right no matter how crappy they are, and then get a real job. There are still a few "American" employers who are smart enough to treat their employees right and know the value in repeat business.

Once burned, twice learned. You will have to do some really fancy dancing to get me back as a customer.

And what is up with the "F" word? Respect yourself, pull up your pants (you look mentally challenged) and learn the value in first impressions and good communication skills.

 

You people need to get lives - Best Buy is not a "Public Utillity" - They dont owe you anything - If you dont want to shop there dont - Quit your sniveling - You people obviously haven't had much experience in retail sales.

 

I purchased a HP computer in Jan. '07. In Oct. '07 the hard drive crashed, which is still covered by the manfacture's warranty. The entire chain from the store Geek Squad person to the executive office are more concerned with charging me a minimum of $99 to transfer the data from the broken hard drive to the new hard drive, instead of focusing on customer service. I was treated like an idiot. Their excuses and reasons for not taking care of the customer are insulting at best. I strongly urge every one to tell everybody they know to boycott the entire Best Buy chain for rest of their lives.

 

I was on hold for about a total of 1 hr for a simple question regarding my rewards points, which was not answered even after that. I was frustrated and just hung up.

 

I bought a 47 inch high def tv from Best Buy , 6 moths later it broke. Not BeSt Buys fault, but the shabby repair service I received, was. I'm now waiting for my 3 rd service call, and they just called to cancell. The part wasn't in, and they had do idea when it might show up. When I called the store, So Sorry Charly, but your out of luck. I don't think I'll ever buy a major item from them again. If they ever fix this thing, I'll cancell the remaining extended service contract.

 

The Customer is always right BS does not fly anymore... Period...Customers want things for free or they want rules bent for them and other things because they feel they are gods gift to the earth.. I get customers who always want discount on this or that... but maybe i should right?? Customers are always right... yea RIGHT!!! get a life.. and if you don't want to shop at best buy... DON'T!!! Best Buy does not owe you anything..... You all sound like a bunch of losers...

 

Um yeah they do owe you something if you buy something from them and it isn't working. it is there job to make sure their product works when it is brand new from them. If the product is sent to them for repairing they owe it to you to have it done right the first time. also, most people here with problems are venting anyway. and after that they will get over it and learn.

 

Not only does besetbuy have bad customer service, but their online system is fucked!(summary: 400 bucks spread out in 50 on 8 certs, now all at zero with a cancelled order!!! WTF?!) Don't use your gift certificates online... "oh they should be refunded in 24 hours... No, wait 72 hour wait and they'll be refunded." I don't really ever expect them to pull through for me..

 

Whiners!!!

 

Best Buy customer service is typically lousy.

For the most part, they employ teenage idiots who have little problem solving ability. Either that or Best Buy's "training" leaves much to be desired.

I go to their stores only when I have to, and even then I can't say I ever leave feeling good about my purchase.

 

I work at best buy and they just put a NEW postion (store operator) into the store just to answer the phones for our customer... and alot of the questions people ask over the phone can be anwered fROm the website or by calling 1888-bestbuy and so the new postion alows cutomers to get direct contac with some one who works at the store.

 

I work @ best buy and are insulted by some of you pepole who think older people know more knowledge about the products than teenagers and think about we grew up in this "technical" centry and so we know alot more than you think !

 

I love how people can blame best buy for faulty products.. i work at customer service and we are always BENDING the return policy for our customers (BUT BIY 6MONTHS DOWN THE LINE!... and if somthing stops working after 6months of the purchace date you can not expect best buy to do anything for you unless you bought a service plan. if somthing breaks 6 months down the line its the manufatures fault NOT BEST BUY.. i mean comon if you buy a new car from ford and after 80 thousand miles do want them to give you a new car... and chances are if you buy a t.v and it shits the bed 6-12 months down the line it was either YOUR fault or just a defective product that the manufature made NOT BEST BUY!!

 

I agree with everyone. Best Buy might be "okay" if you plan to purchase some cheap piece of electronics and don't care about customer service. But just this past summer a Best Buy sales rep sold me a Gateway laptop and assured me that, even if it was cheap, it would run Vista and play DVDs. Yeah, right. I just decided to deal with my $400 dinosaur until, right outside of the "30 day exchange" period, I started having numerous problems. I took it to Best Buy, where one guy tried to sell me $200 of memory to get it working right. As for the touchpad that had quit working, all they could do was send it off to the manufacturer.

The next day I called the store, however, and someone told me to bring my comp in for a return--they were having huge problems with the model I'd bought and they'd waive the exchange policy. Of course, when I got there I had to speak to the manager, and he intimidated both employees I'd spoken to into recanting what they'd told me originally.

After a week I finally called the Customer Care team, a representative of which told me still something different. There isn't a 30-day exchange policy for laptops. For laptops, it's a 14-day period. He also said there was no reason to investigate my claims, since obviously enough this Best Buy store would never admit to doing anything wrong.

I told this jerk he could at least order the store to pay to have the computer upgraded so it lived up to its advertisement, and he said no. He said it didn't matter that I'd spent hundreds and hundreds at Best Buy in the past, I was welcome to go somewhere else.

I teach English and freelance for journals and magazines all over the country. I'd really like to smoke them when and wherever I can from now on. Interesting about the article in Wall Street Journal. I'll have a look at this. In the mean time please share your stories with me. My email is Ray822@hotmail.com. In the age of the Wal-Mart mentality, we consumers need to fight for our rights. While some responsibility lies with consumers to educate themselves, does this mean that we can't trust retailers? Do we honestly have to approach every store as if it were a used car lot? Guess so.

Come to think of it, Wal-Mart itself is starting to get pretty ridiculous about its exchange policies. Case in point: I'd accidentally bought the wrong ink cartridge at one location several months ago. I just brought it to the customer service desk. I was nice. I only asked to swap it out for the right cartridge. I even had my RECEIPT. You know what I was told? In order to exchange something, you not only need a receipt, you also need a sort of pink permission slip from the cashier if you ever want to return something. You have to ask for this slip when you buy the item. If you don't, the store has no obligation to refund or exchange.

How do you like that?

Thanks,

Brian Ray
Ray822@hotmail.com

 

Boy, after reading some more of these posts I'm feeling the need to weigh in on some issues, especially one post that goes on and on about the "power" that employees at Best Buy have. What a Napolean complex.

Myself, I always walk into a store with respect for the employees. When tipping is appropriate, I always go the max. I'm nice. I don't make or expect anyone to go out of their way. But some of you people from Best Buy need to realize what is involved with customer service. Put yourself in the shoes of your customers. They work hard for money they trust with your store. Then something breaks or goes wrong, and they have to sacrifice their own R&R time just to put the score back to zero. Of course a lot of people aren't going to be friendly. Duh.

The job of customer service is to deal with that and not let it effect the flow of business. I've worked my share of these jobs--in restaurants and retail stores. So have my parents. I have plenty of stories of disgruntled patrons from my experience and theirs. What I learned: you deal with it, and don't let their anger or frustration interfere with everyone reaching a satisfactory arrangement for everyone. Shame on any manager who gets revenge at an angry customer by purposefully doing them in--just because that customer didn't bow down and submit to some store clerk with an ego problem.

As for those Best Buy employees who tell us to stop sniffling and get over it: We are. We're over it, in the most literal sense, which is why we aren't in your stores right now. Maybe you should get over the fact that we're publishing our concerns and warning others. You don't have to take all of this so personally. After all, you folks get paid no matter how rhude a customer is. But me, a bad experience at a store leaves me nothing. I don't get paid to ship my computer off to manufacturing for 3 weeks. (By the way, what am I supposed to DO for those three weeks? Everyone knows how fundamental computers are these days.) I don't get paid to try and return an item I bought. I don't get paid to argue with managers and employees over what constitutes a legimate request for a refund, etc. That's my time, my risk, my total loss.

Finally, it's obvious that the customer is NOT always right. But that doesn't mean you shouldn't give them the benefit of the doubt in most cases. "The customer is always right," means to me that you should treat customers as though their complaints are legimate to some degree. There must obviously be a reason why they're fuming. A lot of that frustration stems from the general way customers are regarded these days. The motto "the customer is always right," has been replaced by "Customers can shut up and take it, or go somewhere else." That's what I'm reading here. Neither one pleases me at all.

 

besy buy is a store, not a 5 star hotel. employees are just doing their job. those of you that wrote 3 paragraphs on "how best buy screwed you" need to put your life in perspective.

 

i like that..... "The customer should shutup and take it"!! lol... n thats great!!

 

I visited Best Buy last year to purchase a good 40 inch LCD
television. I decided on the Sony Bravia.
The sales people, (3 of them), tried to convince me that the Sony Bravia has a known defect; i.e., green horizontal line scrolling on the display.
I decided to contact Sony Canada; Sony stated that it is not aware of this problem and the television is ranked one of the best.

Weeks later, I revisited the store with my firend, a gaget geek. This guy knows his stuff.

He visited each of the Sony tv's in the store to ensure the video cable was properly connected at the back of the television.

GUESS WHAT? none of them were. After properly securing the cable on 5 tv's, the green horizonal line disappeared.

You see, these sales folks get less commission on Sony products.

 

Bought a hp1050 printer and a ink, not know they gave me the wrong ink. went to take it back they refuse, because it was pass thirty day. I tried to share with them I just ran out of ink. How would I know it would take this long. I also inform them that the saleman gave me the wrong ink for the printer.

 

Just had the worst consumer experience of my life at my local Emeryville best buy in california.
Unbleiveable. i don't blame the employees at all i blame the greedy scum at the top of the chain for not training the staff properly and for selling shoddy products coupled with appalingly and I think deliberatly bad customer service.
i purchased I fridge and a gas stove and the list goes on for pages about the proceedings.
Suffice it to say here i am a single parent with 2 kids and no stove to cook on because they simply couldn't figure out between them how to replace my stove in less than 72 hours at a time that was convenient for me. On top of that i got all the way thru to the corporate office customer care until they finally put me in touch with their cheif robot who was trined to repeat himself over and over again thinly disguising his contempt but too studid to bother disguising his patronising tone. This is as high up as I can go and this scumbag knows exactly how to push your buttons to make you seem like a looney. After spending 7 hours of my life on the phone and with no solution in sight what does he think I'm going to do

Does anyone know of a way to expose this? Is there anyplace we can go to redress these issues?

At one point I was put on hold for 85 minutes. I was cut either off or banished into voicemail cyberspace at least ten other times regarding the same issue.

Problem: Stove is faulty. Solution: replace stove immediatley. Simple huh?

In fairness a number of the customer service people were very helpful and considerate of my plight but the problem comes back to hiring incompetent overworked untrained staff at the store who just don't give a gad damn about you me or their jobs.. why.. because they are treated like crap from the over paid suits at the top.
WARNING! DO NOT EVER BUY BIG TICKET ITEMS FROM BEST BUY.

 

maybe circuit city should honor worst buys protection plans -- i have to go pick up my laptop today from BB that took a month to repair. Wish me luck, i highly doubt i'll be back anytime soon......

 

We refuse to buy ANY products from Best Buy. The reason? We bought several items over the years. Within the past couple of years, we bought 3 items that were on a payment plan. We were told that all we needed to do was to make the final payment in full before the 6 months due date. We made full payment within the time allotted and they still charged us the interest because the fine print says that if our minimum payment wasn't received on time then it would cancel it. Well many payments were made (large sums) that were not credited to a particular month. As a result of us paying close to $500 in finance charges we decided that we would NEVER set foot in the store.

This Christmas we are in need of a couple of computers and electronics.....I am willing to pay $1000 more just to keep Best Buy from getting ANY of our money. They have stolen enough with their false pretenses and unprofessional service. I have mentioned this to anyone and everyone that I know--it may not seem like much but you can tell when a company knows how to treat their customers.

We purchase a lot at a clothing store called Nordstroms...we pay extra and HAVE NEVER BEEN DISAPPOINTED. They are a store that understands what customer service is all about! Best Buy needs to rethink how they do business because as far as I am concerned, they are the worst I have ever dealt with.
--The Adams' family

 

my mom brought a laptop 2 months ago & paid 4 two peices 2 GB chips for them to install at $44.99 each & paid another $39 each for installation. i admit that my mom is not used to computers. i mean, their generation isn't like our generation today. my mom trusted them that all will be fine because the store's name, is BEST BUY.. actually, it's the worst buy ever.. the GEEK SQUAD at Best Buy Skokie IL (store 302)installed according to them, the 2 GB that my mom paid for.. my mom got the lap top & was told by their employee STEVE that it's ready to go.

guess what?

my mom found out that they gave her the wrong adaptor for the laptop & had to come back the next day. another employee named RON went to their drawer full of OPENED item adaptors & looked for the one that fits the laptop. my mom just got the adaptor & went away but was so upset because she had already wasted a lot of time for the stupid mistakes of the store employees.

that was 2 months ago..

right now, me & my brother just got here in Chicago from our country a few days ago. we had a doubt that the laptop is not a 2GB laptop because it's not that fast. so we thought that they installed only 1 GB memory chip. my brother is really good at computers so he will know. we went yesterday to the store again & made them check if there is really a 2GB chip installed because according to my brother, it's not that fast.

the employee who assisted us was RON. he went to check the laptop & opened it at the back. he went inside their workplace where we couldn't see what they were doing with the laptop & said that the chip installed is a 512MB chip. it wasn't even 1 GB!

my mom told them that she paid for everything & asked that why is it that it's only 512MB when she paid for two pieces of 1GB chip & paid for the installation but they never installed it?

that was when the Chinese guy, GEORGE KOW or GEORGE CO butted in. he told my mom that there is nothing that they could do because it was 2 months ago. he told my mom that she definitely walked out the door two months ago with the 2 GB memory chip installed. how will he know? he wasn't there two months ago.

the worst part is that he was treating my mom like an ignorant. my mom admitted that she is an ignorant when it comes to computers. she was making my mom feel that she changed the chips from 2GB to 512MB then came back to them telling them that they didn't install the chip. why would my mom do that? we can pay for it & buy another chip if we want another one! i mean, my parents earn enough! we can even buy what we want & they have good credit line. it's not like we are full of debt to do such stupid thing like what GEORGE was trying to make my mom feel. an employee must give a customer good manners & not talking to them like the customer is begging for their products. we are paying, so we deserve to have what we paid for. he has no right to treat my mom like that.

it's very impossible that someone opened the laptop at the back & changed the chips because my mom's the only one using the laptop & she seldom used it. before we got here, it's only mom & dad who is staying here at home. my dad doesn't even know that my mom has a laptop & dad also has a lack on computer knowledge. there is no way that somebody touched the laptop.

if not for my brother, we wouldn't have discovered that they didn't install the things that my mom paid for. the reason why i'm so upset because it's like we paid for everything & got nothing. IT'S CHEATING. someone on that store is messing up. someone's making the customer believe that they got what they paid for, when in fact, the customer leaves with nothing. someone there is taking advantage of the people who doesn't know anything about computer except using the internet & using the computer for their studies.

we called the customer service number on the spot & complained. guess what?

they really have bad service. if my mom had not called again the second time we might have stood there for hours yesterday, waiting for nothing. my mom asked for the complaint department or something like that before she was able to speak with someone who will really listen & apologize for what happened.

it's a good thing that they told my mom that they are going to mail us a gift card & let the geek squad install the 2GB. yesterday, i was ready to tell them that if mom's not gonna get what she paid for, they are going to pay for what they did. i could have filed a case against them. it's a good thing that the customer service apologized.

for the employee of BEST BUY SKOKIE ILLINOIS named GEORGE, have some manners when it comes to customers & treat your co-workers as your equal too. it's not like you own America! it's clear that you are Chinese, but i am half Chinese too. give some respect because you are making the BEST BUY look like the WORST BUY!

 

the employees kept on telling us that that was the first time that they encountered a complaint.. now, i discovered that ours is not the first time. shame on best buy.. you must change your company name to worst buy.. you aren't just cheaters but liars as well. shame on you guys..

 

I recently have had several problems. They don't care, I've written to the CEO and they just forward them letters to someone else who doesn't care.

I have an LG dishwasher that the wheels keep breaking. 4 months I kept getting shuffled, shuffled, shuffled. The answer, instead of sending me 10 plastic wheels. Replace the dishwasher. What a waste.

My son's x-box broke. I had purchased the plan. Well, when I received the coupon I had to purchase a second plan. It's a rip off!!!

 

So I keep reading how everyone is upset with Best Buy because their products break and Best Buy takes so long to repair them. I also keep reading that everyone is sick of Best Buy offering Performance Plan's. If you did not buy the Performance Plan where would you be with your broken products?? Oh wait! Best Buy is fixing them rather than you having to spend X $'s to buy new product. Now its taking to long to fix, oh no....what do you do now my computer is broken and it is taking to long to fix poor baby, but at least you don't have to spend another $1000 + for a new one.

I have also read that people are upset because Best Buy sold them a product that broke, you all for got Best Buy DOESN'T MAKE THE PRODUCT!!! Stop complaining about that it is not Best Buy what would you like them to do open every product and test it before they sell it to you??

Some say that Best Buys customer service is bad and they can't get anyone to help them so they leave, while yet others are saying they are getting to much help, which one is it. Non of them employees are on commission so they are not there to sell you a product, they are there to assist you when you make YOUR decision to purchase what YOU want.

If you yell at a Customer Service Rep, or treat a Sales Rep like crap or act up at a Manager do you really thing that will help, they are there to help but not to be treated like crap. Explain the problem to them like an adult and I'm sure they will help you with what you need. If you were not assisted correctly ask for their manager, they will not only make sure you are assisted, they will make sure the manager who did not help you correctly understands what they did wrong, its called Performance Managing Employees I'm sure all of you go through the same thing at your job.
I could keep going, however there is nothing that anyone can do to stop dumb people from posting dumb comments, the fact is Best Buy is a retailer the number 1 electronics retail, if you treat others with respect you will receive the same, try it some time.

 

Wah, What a bunch of babies.

 

Hey Bravia, best buy employees make zero commission on any product in any best buy in america...so no, that had absolutely nothing to do with why these employees tried to discourage you from buying the Sony.

 

Ive been working at best buy for over 5 years now... and all i have to say is all you people who complain about best buy are really narrow minded. So for all you complaining about the phone service we dont transfer calls to a call center.. Now during the holidays we are busy so we my not always get to the phones, think of it this way if you came into the store and we kept leaving to answer phone calls would you be mad? yeh, because you actually came into the store for help. Secondly our prices are somewhat competitive and we do price match, now all you people who say go somewhere else its cheaper correct.... well what other retailer do you know that has sales personel who actually have product knowledge... so you would rather go get a tv from somewhere else where no one can help you and you get something without knowing about it.... all i say is you have to see were everyone comes from...

 

All you angry people need to take a q tip and take the wax out of your ears and actually listen to what we say and not turn it into what you wanna here... And for you people who dont know shit about technology I dare you to go to any other damn store and see if you get any help or for that matter someone who is willing to help you... and we dont ask you for help and offer you stuff for the hell of it, we do it so you dont come back... we do that so you have everything for your product to function the way you want... i think all the angry people are dumb and you need to stop whining... we dont want your business go take it somewhere else.... see how well someone at wal mart or some place can sell you a TV.... ohhh wait they cant...

 

Best Buy has always been a pain in the ass, most people agree on that fact. I have sworn off BB after an attempt to buy a TiVo system a few months back. I selected the system without any interference from the "staff" and went to the register to check out. I had few DVD's on top of the TiVo so the total was probably around 400 dollars. The cashier asked for my phone number and I explained I don't give my number out. He got all flustered and said he HAD to have my phone number or he couldn't sell me the TiVo. I gave him 555-1212 after growing tired of his stupidity only to be asked for my address. I refused and he claimed he couldn't sell the TiVo without ALL of my information being put into the register. I refused and told him to take the TiVo off and just ring up the DVD's. By then this behemoth "Asst. Manager" came into the picture and asked what the problem was. I remained silent but the cashier had to tell her the entire story eventhough I no longer wanted the TiVo from BB. She then felt the need to explain it was POLICY and that they request phone #'s for all purchases to assist with returns. I was VERY irritable by that point ans asked her if she was going to sell me the DVD's or not. She indicated not without a proper phone #. I told her to give me my f***ing card back so I could leave and she started to tell me not to use foul language in her presence. (As if half the shit in their CD and DVD section doesn't contain the same if not worse language.) I kept repeating the the request over and over and louder each time. Another Asst Mgr entered the fray and FINALLY gave me my card with the parting request I never enter their store again. G L A D L Y ! ! ! I went home and ordered the TiVo online and got it the next day. Screw BB, they suck!

 

KDB,

Tivo, sirius, and xm actually do require us to take down your information for their own tracking purposes. I don't know if they do this at other stores but I would presume so because it is a good way for them to make sure no one gets their services free. Honestly, I see no problem giving us your information. We aren't going to sell your information out to any given company who wants it just to spam you with advertisement. If you just don't like having your purchases tracked, that I can understand; you should have the right to that as an American. But would doing that once truly hurt you? Especially when its more important for the company that makes the product rather than the company that sells the product.

BTW, what do you think you gave away when you bought the TiVo on the internet? How do you think they brought it over to you? Remember, the internet is A LOT more untrustworthy and you're a fool if you deny that.

BTW #2: Why not just ask why they need to get your information instead of immediately saying "I don't give my phone number away" like your a sexy supermodel. I've been a cashier for 4 months now and I have yet to be yelled at or had a customer with a problem towards me. All I want is for you to leave for a smile on your face, fuck whether or not I sell magazines, I don't even offer it, but I'm still respected as one of the better employees. But you gotta realize that not every cashier is like me. A lot of them are trying to figure out this job out as they go. As you can imagine, there are a lot of random things we have to know, but a lot of them do help out the customer like the replacement plan. I see nothing wrong with "if anything goes wrong with the product, we'll replace it for you and even give you the difference if the price drops." You can even get store credit and get the new and better thing. Even our credit cards can be helpful. Don't just have enough money to get a PS3 and game or by buying it you'd become broke for the next month. Fine. I can give you a way to finance it for six-months with no interest on it. Where's the crime in that? Just please don't get in an ill mood if these things are presented to you in the wrong way. Listen... and it might actually help you out.

 

I started at best buy a while ago and if you don't sell alot of plans when you ring up folks. I get about one in four not bad. I was called in the office and yelled at about in as well as bogus other things. Looking for another job.

 

I bought almost 3 grand worth of stuff, I know its thanksgiving season. But up to the point I pay them, they were sooooooo nice to me. promising me about the quickest delivery and premium installation service. but the next day they called me and told that they will deliver after thanksgiving. Now I called them several times and visited again. Still they gave false promise and telling that I can cancel it, If I can't wait... How unprofessional they are !!!!!!!!!!!...

 

Okay, I will only speak to the knowledge that I do have with Best Buy. I work in the Geek Squad and I'll tell you what the policies are and how it SHOULD go down. If you have a defective computer within return policy, the store I work for simply returns it. Exchange it for the ***same model***? Sweet! We'll exchange the hard drive (assuming it is not defective) into the new computer so if you do have important data on it, you don't lose it.... FREE! This obviously won't work on different models since other models use different size/manufacturers; so when we send it back to the MFGR or repair it, it doesn't become rejected and people lose their jobs. Now... If you purchase an HP computer (even with a PSP [Performance Service Plan]) during the first year (MFGR Warranty) it MUST go to HP for ALL hardware repairs (excluding DESKTOP power supplies, RAM and Hard Drive; on laptops ALL repairs go through HP). This is because HP requires it, not because we want to waste your time when we sell TONS of RAM. Also, I'll make it clear that I despise HP's repair. I feel for customers who own HPs with hardware issues; why? Because they usually take 3-4Weeks total turnaround time (Best Buy ships ALL repair units with 2-day air... Excluding weekends since inventory does not work those days). Secondly, as someone previously mentioned, they NEVER UPDATE US WITH ANYTHING! We use a program that our repair vendors update sowe can inform customers what is going on with their investment... The repair status can be "Routed to Technician" for WEEKS! So, I appologize on HPs behalf for you people that had to wait. Also, they generally will put in the repair comments "Replaced Ref#643." Do we Geek Squad Agents know what that part is? No... We do not work for HP. For other MFGR's, we can send product to Best Buy repair vendors. At least at my store, turnaround time is about 5-7 business days (by business days, I mean service center business days[mon - fri], not Best Buy business days). We Geek Squad Agents also deal with frustrations of shipping damage, etc. We get a LOT of eMachines back with front case bezel damage, send it back, then eat the charge because our vendor didn't want to note the damage... Or because the proper damage claim for was not filed. BTW; we test EVERYTHING that comes back from service at my store to ensure proper functionality. Why would we incur these charges if we tried to screw the customer over? We wouldn't. We watch our CSI scores (Customer surveys... YES, we actually look at them and even read them on a store, NOT corporate, level) and make sure we take care of our customers. Do we Agents receive incentive on doing this? Sure we do- We have TONS of regulars who love to come in and tell us what new game they play, or what new computer they want us to help build. We genuinely care. I, unfortuneately, cannot say this about all stores (as you can tell from some of the other remarks of employees who have hopefully since been let go). In terms of the "No Lemon" clause- This is how it works: after three (3) VALID hardware repairs (valid meaning a physical part that is essential to the operation of the unit) has been performed over the course of three (3) Service orders, you are QUALIFIED for a No-Lemon Exchange. That means that after you've taken it in three times (assuming an essential physical part was replaced) it is qualified for the agent to request a No Lemon Exchange on the fourth (4) Service Order. That's the last part: the Agent MUST request exchange on the service order under "Symptoms" for a vendor to consider it. If the agent forgets to do it, BEFORE signing it, make the Agent print a new service order requesting it. There it is, PSP fulfillment in a nutshell. Now, if you don't have a PSP or PRP (Performance Replacement Plan) but have Manufacturer Warranty, NO WORRIES! As long as you have the purchase receipt (and it's readable) and the item was purchased at ANY Best Buy store, we can either fix it (By sending it to a repair vendor) or replace it. We don't get to choose which items we replace, it's coded in our systems. So don't get mad if it's something we service instead of replacing: at least we are paying for shipping instead of you ;-). If it takes forever to service, PLEASE don't call harrassing our Customer Service or Agents, it's at a repair vendor or manufacturer whose repair unit volume and staff we CANNOT control. IF however, after thirty days (30) you haven't received your unit back from a vendor or manufacturer, we agents can and WILL submit an escalation to our corporate office, who then can get the vendor/MFGR on the ball. However, that doesn't mean it will be finished in a few days, once again, we have no control over them... Another reason we OFFER NOT FORCE PSP/PRP. Bringing me to my next point, my store doesn't shove whatever product/service we can to get your money. We offer only SOLUTIONS that will BENEFIT you. We want to take care of our customers because it is common sense: if you take care of someone, they come back. You con them, you made a quick buck that will soon run out. Like I said, not every store is like this unfortuneately, but if you can understand what Best Buy is about (reading your PSP/PRP brochure and returning it if you do not agree to it, etc.) and have a sound, intelligent tone with us, we will take care of you every time. Talk about pursuing legal action and we are OBLIGATED to hang up, and we can't take care of you if we have to hang up. I really hope for those that received poor service that you can find another store who will genuinely take care of you like my store would have. There are a lot of people on here that have legitimate claims and I'm sure it doesn't mean much now, but I would like to say sorry. If there is a store that is treating you badly, follow up with a survey on those receipts! We DO read them. And hey, you might win the sweepstakes and make some money. If you get treated awesome, we LOVE to hear it! We have a lot of new policies that are going into effect (i.e. store operator that answers all calls in is in the store, not a call center) because of the feedback. Once again, I hope you give other locations like mine a chance... We never try to con our customers!

 

Hey guys I have been working at Best Buy for over three years and those people despite what you think is poor service is really a floor full of hard working, worn out, college students who actually want a better job eventually. The managers there make tons of money because there is enough profit turnover to make people rich in in a non-commissioned environment. The reason employees contact you so much is so that they can try to find the time to take care of the next customer. I get customers who come back to see me because I am a Certified (Yes, Best Buy requires certification) Home Theater Professional who took a 100 question exam. They come back to get my expertise because I possess two degrees and get paid ass loads of money to stick to our just policies. I hate it when customers can not speak clearly, or they won't wait five minutes for me to finish a $10,000 transaction that goes into my annual bonus after the technology retail drive-time. Smart teenagers work at Best Buy and so do young adults -- it is not the lack of customer service -- it is human error that makes us believe that. How would you like to be one out of 70 employees Black Friday morning getting stompt on by crouds of rushing people and then bitching about not enough inventory when over 500 thousand ass holes just ship-wrecked the store and almost killed 5% of us blue shirts for working under a General Manager's belt who far exceeds 150,000+ per year and usually has a military history or a criminal record. Another thing, people talk about pyramid schemes all the time, and they never think of a corporation as one when it is a perfect example. The lazy people at the top make all the money while the employees get certified just to be downsized and shit all over by the customers. I took a $400 xbox and converted it into a $5,500 sale within 10 minutes and that's how good at sales I am. Best Buy is the perfect foot work to becoming and entreprenuer because it teaches hard work and decipline. I've seen employees leave the company as regular full-time employees and get hired into officer positions in the military or Regional positions and even seen some become Head IT Managers without degrees. Best Buy is not like Walmart or Home Depot. Those two places use the pointing method when you need help and you can never find what you need. Best Buy employees are trained to ask qualifying questions and give proper responses to questions. Sometimes proper is not the same as what a customer might think. We are trained to not always agree with the customer, why would I be certified if the customer was always right? Because its cheaper. Cheaper as in less returns, because most returns are because the customer did not ask for help since that engineer knows everything. I've made engineers look like... before on multiple occassions -- they do not know everything, so, that is why I am certified because I do! Do all engineers know Home Theater electronics? Are they certified in surge protection or samsung televisions with built-in color optimization and do they know which recievers use YAPO and compression. Sure maybe a TV transmitter Engineer might know that information, but I am tired of Auto Mechanics who claim to be engineers walk in and tell me how a technology works when they have no idea -- they just sound like the bullshit sales people over at Circuits 'R' US. Join their team for your seasonal adventure becuase you'll get expert training that matches with your level of skill.

 

Hey, I think I went too far with that statement about mechanics. I want you to know you guys are smart, just not in Best Buy. Just like I know nothing about Auto mechanics or the subject. God asigns people to positions that require different levels of skill. I am a Christian, but I am really tired of all the aforementioned complaints. I wish customers and Best Buy would both straighten up.
Besides, I am getting calls for Staff Accountant positions and IT Management Sales positions. Why the fuck do I need to work at Best Buy? I should get a real job so some hot chics at work will actually bang me for looking sexy on the job. Best Buy has never gotten me laid and yet I see ugly people who work there dating all the time. Maybe that means I am not ugly and that my brain is worth more than $11.48/hr -- that's my ass load of cash. LOL! Fucker management, I been there longest and they just fuck me for more big ass sales. I am a master at attaching the service junk and getting the MCSE geek nurds to go on call to some fat rich dudes house. The geeky dudes do have houses and the sales people have rocks in their brains for putting up with managers over paying little high school dropouts with fack degrees. I think a geek squad agent is a suitable candidate for the data entry position in life. Oh, man! My life sucks because my interviewer was a customer I fucked over. They never think about shit like that. I got a job from a customer looking for insurances sales agents. I work for Aflac now, a $60 billion company just for giving the SSC a good experience. That's right you GM fuckers -- keep screwing over the customers so your employees will not find better jobs. FUCK BET BUY!
I should be studying 40+ hours per week not working for a tyrant!
AGAIN, FUCK BET BUY! Those jerk offs!

 

It's unfortuneate for you adam. If you remember Best Buy's core philosophies, you'd remember that we recommend and end-to-end SOLUTION in SERVICE to our customer. I can't imagine an employee being fired for doing our customers a service. I've been offered IT careers such as IT director for a local casino, etc. Sure, it pays more than what I make now: but casinos are all about stealing money. I don't like the idea of contributing to that, which is why I'm still with Best Buy. Maybe your store acted that way, but there is a chain of command through HR relations. Ever tried voicing your concerns with them? The location I work in is not like that. And I can assure anyone that I am far more capable of performing tasks like "data entry." You must not realise that there is a standardized assessment for all Field Agents in Geek Squad. I am a Double Agent (on site PC services) and I had to successfully PASS (not just complete) the assessment in ONE (1) try. You do not get multiple chances. Either you have the technical knowledge or don't. The assessment itself is MUCH more difficult than MCSE or A+ by the way. If you have a problem (employee or customer) you have to find whatever channel necessary to get your issue(s) remedied before you can legitimately complain (my opinion only of course).

 

The Best thing about Best Buy was the experience and money to pay the bills halfway (LOL) not the discount. The discount is good for the GM because he gets to make assloads of cash off of us. Lucky for him, he gets to go to church on Sunday and when I ask to get that opportunity he says something like this: "No, we really need you during Sunday morning, your in the highest position in the company because you are the one that makes it happen." I just applied to a Youth Pastor position online, so I am not about to let this fucker ruine my joy in life. I may not have a girl friend at age 24 but I am not about to let some dick tell me I can't serve God when I want. Seriously, you customers have no idea how degreed Best Buy employees cry themselves to sleep every night. I believe that Jesus Christ is going to deal with Best Buy's corporate sin during the second coming.
Evil Best Buy, I will be successful and I will not serve your master who is Satan. GMs are Satan's little crooked demons.

 

The orginal manager that hired me into my position wanted to help me get into management because I dressed professional for the interview and had a good background. I am just kind of upset with the way I am being treated, I needed to vent. Sorry Geek Squad, I was a little out of line, but I am pretty disappointed. I thought it was about learning from challenge and change.

 

I recommend Best Buy to employees who want to learn and to customers who want to become educated on our solutions, which I do present well end-to-end. I am just angry that I can not get a higher pay increase when the one manager knows I am worth it. He always talks about how much God has blessed him -- WHILE I AM TRYING TO FIGURE OUT A WAY TO AFFORD A NEW USED VEHICLE! If the original hiring GM was there, I am not sure that the present GM would be working.
In 2005 I got a letter of recognition for driving sales.
In 2007 I get a 27 cent raise after scoring a 4.1 in the Home Theater Department then the GM asks me to go to Media to be a Gaming specialist. And while the pro 3s who at my store like to act and stand around get the big 2 buck raises. The GM siad I worked too hard and he did not like my aggressiveness in that department when it is the same skill that turns a $400 sale into over 5k or convinces lookers to drop 3k or sometimes 10k. I am sorry if those $1100 installs were too aggressive for you, but that's my special skill -- closing sales because I have that personality trait. Sorry if I was too good for Best Buy to handle. I think a 27 cent raise is the minimum. That proves the GM is just using me because he can.

 

I have had the worst experience of my entire life with Best Buy and the Geek Squad. I brought my computer in there for them to fix and they have had it for over a month....that's ok with me but the problem is that they don't communicate with each other, they are too busy to give status updates, no one knows what they are doing and the mangament lacks the skills they should to be a manager. On top of the horrible customer service, they told me they would back up my hard drive and didn't once mention cost, so when my husband when back to pick it up..for the 5th time I come to find out they wiped out my whole hard drive without saving anything...IDIOTS!!! Now they sent it to Geek Squad City, who just called me to find out what they are suppose to do with it.........AGAIN....lack of communication skills. Don't you think given that I brought it into them to fix they would let the next level to fix it know what the hell is going on with it.

DON'T EVER USE GEEK SQUAD!!!!!! I will also be bringing my business to somewhere else other then Best Buy even if I have to pay a little bit more money. If it means I will get the quality customer service a person should get then so be it!

 

This is what I don't understand. I am not going to try convincing everyone to use any store or anything like that. But I know it's not a company issue when there is a lack of communication, or anything to that effect. That is a store issue. The policy for data backup is this: When you sign te STAR service order you agree that you backed up ALL your data. If you haven't, we still let you know that it may be needed if there is a severely unstable operating system that would not be time effective to repair, or is not in the condition to repair (bad hard drive). When an Agent let's you know this is necessary, they are SUPPOSED to tell you of the charges ($99.00 for 9.4GB level 1 data recovery, $159.00 for unlimited level 1 recovery). Along with that, they are to have you to complete a data backup form that states where the files are located, and give additional information about levels of recovery. I know there are some stores (apparently from the posts) that don't follow this procedure, but there are many more (majority of the company) who DO follow procedure as it is a COMPANY procedure that ALL stores are OBLIGATED to follow. Did you try speaking with the General Manager or calling our Corporate 1-888-Best-Buy number? Also, MOST stores have what's called "Counter Operations" who call you to update you on status and recommendations. Some stores don't. If this had happened at my store, we would haved given you a data backup free for the trouble. But my point is: this isn't the case in all stores. It's like buying a car that had a flat tire and assuming the entire model line of that car will have flat tires... It doesn't add up.

 

My laptop was replaced by a Toshiba. stat wise it is the same or grater but it all means nothing because of windows vista. I bought my laptop to play games and now it can barely handle solitar. my gateway with xp could handle easily anything. You might be saying "why not just down grade to XP then?" well i can't you see because this toshiba was designed for windows vista special. and they have no plans for releasing drivers for xp. Toshiba makes their own NICs so i would be screwed. It is not best buys fault that toshiba decided that. however, it is their fault that i had to replace it with this toshiba. Given my money constraints and time this toshiba was all i could get. so thanks to best buy i now have to spend an extra $50 or more for ram upgrades and locate new drivers for all of my extra hardware. My camcorder is now useless because vista messed up when transferring media, it completely losses parts. best buy messed up and now i have a useless computer unless i spend more money. Which btw the only place to get RAM localy is from best buy.

 

"If you try to call a local Best Buy now, you'll get a national call center that refuses to redirect the call to the store because it wouldn't be fair to other customers, according to Matt Haughey"

It's not a national call center. It's a new position to stop the non stop calls that flow into the departments. You have no idea how many calls they stop and allow us to do our jobs. I can't tell you how many people call and ask the stupidest questions or look for free information. Not to mention the endless stream of people that cannot figure out that computer sales and Geek Squad are two competely different things. I spent half my night just transfering calls to Geek Squad.

The new sales operator position stops 99% of these calls. It also stops the calls like, "Do you still have the $229 laptop from the ad?" At my store, we thank our Sales Operators daily. They allow us to do our work uninterupted and concentrate on helping people in the store with legitimate problems and needs. By weeding out people looking for free networking advice or, "how to" on burning a movie to DVD, they simply divert them to 1-800-Geek-Squad so they can get the knowledge they need, for a price.

Also, if you have had a bad experience with Geek Squad, don't hesitate to complain. That's how we know we are screwing up. If you do not complain, then things go on as usual. This is bad. Always call 1-800-Best-Buy for any customer service issues. They need to be addressed. However, never ever, under any circumstances think that the knowledge the Geek Squad has is free. Nothing in life is free, especially a trade skill.

You wouldn't take your local mechanics garage and ask him how to change a piston would you? No, so you shouldn't ask a person (Anyone, not just Geek Squad) to explain how to fix your computer, and not expect to pay for it.

 

Gonna break this one up, cause this sums up some of the asshats we rarely have to deal with.

Best Buy has always been a pain in the ass, most people agree on that fact. I have sworn off BB after an attempt to buy a TiVo system a few months back. I selected the system without any interference from the "staff" and went to the register to check out.

Glad to see that you didn't need help...this was obviously a smart move on your part.

I had few DVD's on top of the TiVo so the total was probably around 400 dollars. The cashier asked for my phone number and I explained I don't give my number out.

After scanning a Tivo, it asks for your phone number for the service contract with Tivo (I believe). We aren't going to stalk you, it's ok, we aren't out to get you.

He got all flustered and said he HAD to have my phone number or he couldn't sell me the TiVo. I gave him 555-1212 after growing tired of his stupidity only to be asked for my address.

After entering your "Hollywood" phone number, the computer asks for your address. This is again, for the actual Tivo service, not so we can egg your house. BTW, that cashier gets paid less than a monkey, they deserve better treatment from you.

I refused and he claimed he couldn't sell the TiVo without ALL of my information being put into the register. I refused and told him to take the TiVo off and just ring up the DVD's. By then this behemoth "Asst. Manager" came into the picture and asked what the problem was. I remained silent but the cashier had to tell her the entire story eventhough I no longer wanted the TiVo from BB. She then felt the need to explain it was POLICY and that they request phone #'s for all purchases to assist with returns.

This probably wasn't an assistant Manager, and if it was, I feel bad. Cause his reason was false, and he didn't know what he was talking about.

I was VERY irritable by that point ans asked her if she was going to sell me the DVD's or not. She indicated not without a proper phone #. I told her to give me my f***ing card back so I could leave and she started to tell me not to use foul language in her presence. (As if half the shit in their CD and DVD section doesn't contain the same if not worse language.)

You sir, are a jackass.

I kept repeating the the request over and over and louder each time. Another Asst Mgr entered the fray and FINALLY gave me my card with the parting request I never enter their store again. G L A D L Y ! ! ! I went home and ordered the TiVo online and got it the next day. Screw BB, they suck!

And when you ordered online, you had to enter your phone number and address. Not to mention your credit card information. Why? Tivo service contract you silly little pumpkin. Please shop at Walmart. Thank you.

 

I with my 8-year-old daughter waited 18hours outside the door to get a ticket for a desktop computer. Finally we got one ticket for eMachines desktop bundle for $199.97. When I went to the store at 8am try to pick up , they just say sold out. I called 1888-bestbuy, one guy helped me get a best deal for buy the same eMachines desktop model T3638 at the price $250, with no 17"widescreen Monitor no canon mp210 all-in-one photo priter. WHAT A BIG LIE.

 

I've been a customer of Best Buy for over 13 years. I maintained a credit score of 841 out of a possible 850 for well over 30 years. In the past year I got really sick, lost my job, lost my marriage and pretty much lost everything I have worked for my entire life. I lost my fantastic credit rating in this process as well. You people have taken advantage of kicking someone while they were down, continue to kick them while they attempt to recover from such misery. You even go as far to raise my interest rates to almost 30% on purchases as far back as 2004. This practice may be legal in the business, credit card world, but it doesn't nowhere near make it morally or ethically right. This behavior is Corporate Irresponsibility at its worst. Why would you want to do this? Can't you make your profits fairly?

I am a retired USAF Sergeant who has served faithfully and honorably for over 20 years without waiver. I have purchased countless items at your stores throughout my career for myself, my family, my friends and even when my companies needs required a service as yours, I never once waiverd in my faithfullness as a Best Buy purchaser to the point iv'e even payed a percentage more from your store rather than going to one of your competitors such as Circuit City, HH Gregg, or Walmart.

I am writing this letter to anyone who will listen within and outside your corporate offices to include your competition due to an injustice you have bestowed upon me. These are reasons our country is falling apart at its seams. There is no corporate responsibility to it's customers no matter how faithfull one of it's shopper may have been. It's about the almighty dollar and thats the end of it. You people have lost a customer who has in the past, spent a lot of money with you, and will not spend another dime with you in the future. Nor will any of my family members or any friends that I can convince not to shop at your stores. Circuit City will now be the recipient of that future revenue even though I do not like shopping with them. This is a matter of principal from this day forward. You people are nothing but a bunch of loan sharks and it is despicable how you treat long term, faithful customers. I'll make sure that not one of my gifts are purchased from your store and that the gifts people give me are not purchased from your stores as well. I realize on the grand scale or the "big picture" this will not affect you or your quarterly profits, but it will sure as hell please me to know that I will no longer support your behavior now or ever, in the future. You see, there are real people behind these numbers that feed you these profits. I have always been told not to crap in the hand that feeds you. I didn't ask your customer service for a free ticket, all I ask was to be treated as a human and not be punished for reasons I could not prevent. The answer I got, "I know these are hard times, I'm sorry you are having a hard time, but there is nothing I can do."


I'm tired of being stomped on. Have a happy holiday season,


Considering that all corporate contact information is hidden from the publics view, anyone receiving this letter, please forward to your corporate offices, thank you.



Jim Davidson

No Longer a Best Buy Customer

 

In the past 9 months I have had 2 of the worst customer service experiences in my entire life with any company ever. Both experiences were with Best Buy. One bad experience was with the incompetent Geek Squad and the other was with their online website. Not one Best Buy representative stepped up to take ownership and resolve their mistakes. I will never, ever, spend another dime at Best Buy, and I have gone out of my way to communicate my bad experiences with all of my friends and family. I have let them all know how poorly Best Buy treats customers and I have encouraged my children to never spend money at their stores. And they don't!

Best Buy is the worst company ever in my opinion. They care about nothing but revenues and they have lost all personal touch with their customers. They are too big for their own good and they have lost sight of the fact that customers drive their business. End of story! Without customers there would be no Best Buy. I wrote a letter to their CEO and some customer service rep sent me a "form" letter with an unacceptable generic response. Just another example of Best Buy's failure to take ownership of a problem that they created all on their own. I will continue to share my bad experiences with everyone I can. After all, Best Buy needs to realize that when they create a horrible customer experience the customer has a network of family and friends. This results in a negative word of mouth domino effect. Good luck to them. I hope they go down the drain.

 

This goes out to Brent & Carolee Adams who are the dumbasses who posted the thing about finance charges and not knowing that if you bill was late that it would cancel out your financing... well first of all you are in idiot because best buy isn't the bank... we use HSBC bank for all of our financing... so you should be mad at the bank not us... and secondly if you would have paid your damn bill on time you wouldn't have anything to worry about now wouldn't you... all you retards need to get some knowledge cuz youguys all talk like retards... bby did this... they did that just shut up

 

I purchased a laptop from best buy on black friday. It was regular price $740 but on sale for $440. I opened it but it was defective so I brought it back. Immediately they said they would get me another laptop, but they were out of my model and had no more coming in. hey then suggested to find me the next comparable model. The only one they had was $840 and all the specs were the same except this new model had more ram. They said they would work something out but said I may have to pay the $100 difference. I didn't want to spend the extra money but I said if they could not replace the one I had purchased that would be fine. Then they said as they went to exchange it that the price difference would be $400 because I bought the defective one on sale. I told them I had spent $2000 on friday and it made no difference even after i told them I would no longer buy from them. They said that was fine it that's how i felt. I then demnded they either replace my laptop or fix it, but was told fixing it would take 3 weeks. I then asked if anyone even looked at so they took it in the back and apprently fixed it after an hour and a half with a keyboard from the same model that someone had returned for being defective. In the process they scratched my cover and now a different key feels loose. I am just going to contact the manufacturer but I will never purchase from best buy again. I hate to be unappreciative but if I receive any gifts from best buy or gift cards I will politely give them back because I will never set foot in best buy again.

 

So here is a list of things you customers dont realize and need to consider...

1. Half you people that walk into our store are retards... so dont act like you know everything

2. We are not commission, we aren't just trying to sell you shit

3. Everyone on the sales floor is certified in the department there in... so they know what there talking about...

4. Open your ears and listen... you dumb asses just like hearing what you want... if you really wanna know what the warranties do and how they work how bout you ask the sales associate all the questions you have and read the warranty brochure... it isn't rocket science people...

5. Stop being dumb asses and use your head...

6. Know that were there to help you... if you wanna be a smartass leave...

7. Your not some kinda god... just cuz you buy one thing you can't always get a discount... if you had your own business would you give discounts to dumb ass customers like yourselves...

8. Know we have policies... policies we dont control..

9. If im with a customer... then i probably can't help you at the same time..

10. Geek Squad is a service... and yes they are not perfect who is.... and if you had computer problem who else do you know that will fix it for you...

In conclusion... we as best buy employees are here to help you out and if you dont like it you can just leave... go shop at circuit city... ohh thats right there full of dumb asses who know less than you... so but hey if you like buying products you know nothing about about go for it... ALL I HAVE TO SAY IS THAT YOU PEOPLE ARE STUPID!!!!

 

I worked at best buy for three years before quitting about a month ago. I was a "wireless expert" which is somewhere above a sales associate and somewhere far below any authority. I would have defended the company much the way many employees do now if I were still workign there. but after getting away from the big yellow tag sign for awhile i realize how hard i screwed some customers. Our store was very anti-customer. the customer was the enemy, when you spoke to the enemy you had to engage in some peaceful deliberations but ultimatley you win, they buy the product, they get screwed. I watched other employees do it all the time too. I once had a superviosr tell me to be deliberatley vague and agreeable when asked about the service plans. little known fact, we can deny any service request. we can also deny any return. If you are upset by the policies you get stonewalled, and no-one at corporate gives a f*ck.

Here are several examples
Guy bought a 4,000 dollar plasma tv from us. Warehouse guy loaded, the customer asked if it could be laid down, the warehouse guy said sure. The tv went home, got turned on and was determined to be deffective. Plasma's cant sit on their side, they have to stand up all the time. Our manager wouldn't take it back even though i an other employees heard the warehouse guy say it was fine to lay it down. Our employee screwed up, customer lost and the employee didn't even get written up.

Customer bought a cell phone from us, paid full price fo rth ephone because he didn't want his contract extended. I was techincally supposed to do all phone activations because im "wireless expert" but i was busy so the supervisor did it. He signed the guy for a new 2 year contract. when the guy signed the contract my sup told him "nah thats just to make sure you actually did this to your account, your contract stays the same". the guy came back in a few weeks saying he had tried to call and cancel and we had extended his contract so he had to pay the termination fee.

I watched an associate unload a bose 3-2-1 system (expensive) off of a pallet. the associate dropped it. He went and told a manger we would need to send this devo (back to manufacturer) because the system obviously was broken by the fall. The manager looked at, saw it was broken, taped the package and said "put it back on the shelf, i'm here to make money not give it away" thats my favorite qoute from my employment there.

I watched customers harass our female employees. the big brother in me said i should go over there and say something ( its worth mentioning i also work as a bouncer at night) and when i apporached the customer i said " sir i saw you grope our female employees. they are here to help you, but you are not allowed to touch them" I was told to stop harassing customers by my managers.

I was verbally harassed while working there and this is probably the only incriminating one i can think of. A customer was asking about a pda, i ran through my sales pitch, they asked questions, i answered them. Apparently not understanding what i was saying this lady says " i dont think you know what your talkign about" My response was " ma'am ive been using these things for three years, I have monthly training on any updates about them, plus i have a personal interest in them" she said "oooh and you still dont know what you're talkign about" so my response was "listen c*nt, just because you are un-educated about these doesn't mean you need to be little me with your arrogance. Why don't you turn around walk the fuck away and don't let that door hit you in the a*s on the way out. Happy f*cking holidays." I didn't get fired for that, i apologized to my manager and said i shouldnt have lost my temper like that. No punitive action against me.

There are countless other stories, i hated some of the customers i dealt with, but i don't think it was really just them getting angry, we screwed so many people i cant blame them for being upset.

 

If a best buy customer dies on hold with bestbuy.com, and no one sees them or hears them, do they exist?

Here's the story.

I bought a tv mt at best buy to mount my new 46" sony bravia (bought at sam's club for $200 cheaper than best buy).

Decided not to try to install myself, so went to bestbuy.com to order their installation package for $255.

Got an email telling me the item is backordered. Stupid since it's a service, not a product.

Called to schedule the install, and no one at bestbuy.com or geek squad could find the order even with the order number, SKU, and customer info I provided. They told me to wait a day and call back, which I did.

Called next day (today) and associate put me on hold. 45 minutes later, I'm still on hold, so I pick up my cell phone to call (remaining on hold on my office line b/c I'm too invested to give up now) and tell the clerk that answered I've been on hold for 45 mins, and now want to cancel the freaking order.

You know what he does? He puts me on hold!

I have stereo "Please stay on the line" best buy recordings on two phones. 10 min later, I call the local store where I bought the mount and ask for the store manager.

She tells me it takes 72 hours for them to process an online install order. What takes 72 hrs these days? Answer? Nothing except best buy's geed squad services. Let's transport them back 150 years where 72 hours to view a transaction actually makes sense. And why not put that info on their website...very helpful info.

Will NEVER buy anything from best buy and the geek squad can line up...all straight like an arrow...and kiss my very hot ass.

 

You guys are idiots... It takes 48 hours for a service transaction bought in-store or online to be scheduled, not looked at. Why? Because of the volume of people nationwide that need help. The world does not revolve around you. And it's quite funny how you guys call Geek Squad or associates incompetent: sure, they are a few bad apples as there are with any company or hell, the entire human race. But if they are incompetent, why aren't you fixing it your damned self?! Try getting any damned service from wally world and see what happenens. Best Buy has the best associates out of any retail company PERIOD. Who the hell else will service a product you bought at another store under warranty FREE?! No one! We aren't on commission, we don't mke a single dime from your "I payed 5 thousand dollars now I own this company" purchase. We go through countless trainings on product and how to assist customers better. If you idiots think buying x amount of product or contributing x amount of dollars to purchases made over x amount of years means you own the company, go somewhere else. I'm sure wally world and circuit city will understand - ROFL.

 

Best buy sucks big time. They put people on phones that have no clue as to how their systems work. They asked for me address and all the information for an online purchase. I was giving them my order number and the person told me they could not pull it up. What ? After a lot of haggling the idiot tells me , he is the guy that just schedules appointments and was trying to clean up his database. He had nothing to do with bestbuy.com.

They are absolutely horrible !!! Worst buy.

 

Hello, I am back you mother fucker, you. I worked for you all my fucking life, you customer dickover machine. BET BUY! I just got offered to sit for a high paying technical field research position, and another position as an Executive Media Specialist for a real Media Department. I also just got into UMBC honors college of business after six years of community college and feeling hopeless with Best Buy. Do not work there, it does not matter how much you express an interest or even show an interest in leadership. The GM likes hard workers to be the sales slaves and the supervisors and managers to be the slackers because he knows that he has more job security by over working the real hard workers who are in school and can't quit for various reasons often related to job experience or money. I expressed my interest in the GM position for 3.5 years. When I sat for the JOS leadership interview I did everything right except for the fact I told them that I believe the customer is most of the time correct. That is the only thing they siad was not a leadership reponse. I never missed a day of high school and brought that to Best Buy. I see the management team is taking after Mr. CEO and they seem to be leading by example. Best Buy is the perfect example of a pyramid scheme -- the guy at the top who probably went to jail a few times makes all the money. Start an online business.

 

Can you all see that your letting Best Buy win by posting your comments.Can you all see that your letting Best Buy win by posting your comments.Can you all see that your letting Best Buy win by posting your comments.Can you all see that your letting Best Buy win by posting your comments.Can you all see that your letting Best Buy win by posting your comments.Can you all see that your letting Best Buy win by posting your comments.Can you all see that your letting Best Buy win by posting your comments.Can you all see that your letting Best Buy win by posting your comments.Can you all see that your letting Best Buy win by posting your comments.Can you all see that your letting Best Buy win by posting your comments.Can you all see that your letting Best Buy win by posting your comments.Can you all see that your letting Best Buy win by posting yourCan you all see that your letting Best Buy win by posting your comments.Can you all see that your letting Best Buy win by posting your comments.Can you all see that your letting Best Buy win by posting your comments.Can you all see that your letting Best Buy win b