Best Buy Customer Service Customer Service is Terrible!! Muncie Indiana
I recently purchased a laptop computer and router from our local Best Buy store for a total of $750. After finishing the purchase I asked a simple question concerning the installation of the router and was told, "I can't answer that question, we charge for that service." I merely wanted to know if there were installation instructions included with the router or if it was something I would have to hire someone to install. They wouldn't even answer a question concerning the installation.
I complained to their costomer service department and was told by a representative that they were sorry and should have explained to me that there were instructions in the box. She offered me a $50 digital purchase credit for the incident and I said I would accept. The digital coupon never came by email so after a few weeks I emailed them and ask where it was. I received an email back from CSR (Benjamin) that stated that the customer service rep. was wrong that offered me the $50 digital coupon and that they had reviewed the incident and decided that it did not warrant $50 and he sent me a $10 coupon. He was not at all apologetic and stated that this is the way they do business.
Very poor customer service and I had spent about $3500 in that store in the past 1 1/2 years. No more!, not at any Best Buy store for me. I guess they aren't concerned that their competitors are going out of business and it might happen to them. In this economy you would think they would appreciate a repeat customer.
Susie shopper
Farmland, Indiana
U.S.A.
2 Updates & Rebuttals
Pffftwhatever
Amarillo,Texas,
U.S.A.
Policy and Why
#3UPDATE Employee
Fri, April 10, 2009
I understand your frustration with an Agent being unwilling to answer your question, but the way you wrote it makes me think you asked the Agent if you could do it yourself or if it needed to be done professionally.
The short answer is that most people can follow the directions and set up their own network, but that we offer this service in-home if you so desire. The long answer is that we can't tell you how to do anything with the possibility of user error because if you screw up, you blame us and not yourself for not hiring us to do it for you. I constantly get questions about computers that I cannot answer due to this liability issue. Yes, I know the answer, but I can't tell you because you might screw it up and blame the store. I can arrange for GeekSquad do it for you, but that's not free.
People come to Best Buy because for the most part, you get more knowledgeable salespeople, the reassurance that we're professionals, and a corporate entity that allows us to offer things cheaper than small local stores. This isn't WalMart, and this isn't DIY.
Anonymous
Spartanburg,South Carolina,
U.S.A.
Benjamin was correct
#3UPDATE Employee
Thu, March 12, 2009
This situation does NOT warrant any kind of credit or coupon. Do you HONESTLY think you deserve $10, or even $50 for that matter, towards a purchase for that kind of answer? People woud be overflowing in credits and coupons for thousands of dollars for way more important questions and inappropriate answers. Get off your high horse. Nobody owes you anything here except an apology on that employee's behalf.