Complaint Review: Best Buy

My friend it is very difficult to win with BEST BUY, I have friends working for Best Buy.

Best Buy has very good work force to clean Best Buy's own Crap.

There are lawyers, highly educated employees, and shrewd butt kissers working for this company, if you write Two reports against them then you'll find Ten reports against you.

You better start buying from online stores and if you want to win then find a reasonable reason.

Good Luck

First of all, I have to say that you seem like a very arrogant person, with all of your outlandish claims and demands of special service. Just because you spend a couple thousand dollars at a place a year, does that mean you deserve to be treated better than the guy who just came in to buy a CD? If you're answer is yes you can stop reading now because you won't like the rest.

I also have a problem with your report being peppered with personal insults at the employees who, in all honesty, were just trying to help you before you became irrate. The Geeks behind the counter know waaaay more than you do. I promise it. And they make a lot more than $8 an hour, it's actually a decent paying job. I work in computers and have dealt with literally hundreds of customers who argue with me till they are blue in the face about products that don't exist or capabilities that computers can't do. It's cute how someone comes in asking for your help and when you give them an answer they don't want to hear, they begin to start treating you like dirt. Many times I just have to let the customer purchase the incorrect product, despite my many fair warnings, because they simply didn't get an answer they wanted to hear (like my favorite: hooking up and old computer to those big new plasma t.v.'s.... ain't gonna work, few listen, all come back upset because they didn't like my answer).

Also, you insulted the store manager when you said you wanted to talk to a person who can make decisions. Nothing pisses off the person in charge more than asking to speak to someone higher just because you didn't like their answer. They are the decision makers! And it's cute that you think these store managers are highschool dropouts with no career. I am willing to bet they make way more money than you and have more education (our store manager makes over 125K a year and has a management degree, how about you?)

You repeatedly asked them to make exceptions for you when, as others have said, there are simply too many customers to deal with to make exceptions for all. You are no more special than the next customer, why should they of done it for you? Also, you stated that you wouldn't trust those Geeks with a butter knife, yet you clearly purchased the performance service plan from them fully knowing that should something need to be serviced, it would go through them. Why? you are not making sense.

Also, I do not believe your claims at all that you remained calm the entire time. Nobody would ever just call the police to get a customer out of the store. They would only ever call them if they felt threatened by an individual or if they refused to leave after repeated requests. Management faces termination for BS police calls. I believe you were much like, if not worse, than the irrate customers I see from time to time: Verbally abusive, physically threatening, and amazingly idiotic. Basically, the people who think they are above rules, or better than everyone else. The entire problem with this country. You promote the "me" culture and are bringing everyone down with you. Patience is a virtue and calm conversation is just plain decent and expected.

I do not blame them at all for doing what they did after trying to help you, probably even after you were mean with them in the first place. Your last statement is the one that really hit home: "made to feel powerless"

Clearly demeaning and abusing people makes you feel powerful. Now you know a little how the people feel when you treat them the way that you do.

First of all, I have to say that you seem like a very arrogant person, with all of your outlandish claims and demands of special service. Just because you spend a couple thousand dollars at a place a year, does that mean you deserve to be treated better than the guy who just came in to buy a CD? If you're answer is yes you can stop reading now because you won't like the rest.

I also have a problem with your report being peppered with personal insults at the employees who, in all honesty, were just trying to help you before you became irrate. The Geeks behind the counter know waaaay more than you do. I promise it. And they make a lot more than $8 an hour, it's actually a decent paying job. I work in computers and have dealt with literally hundreds of customers who argue with me till they are blue in the face about products that don't exist or capabilities that computers can't do. It's cute how someone comes in asking for your help and when you give them an answer they don't want to hear, they begin to start treating you like dirt. Many times I just have to let the customer purchase the incorrect product, despite my many fair warnings, because they simply didn't get an answer they wanted to hear (like my favorite: hooking up and old computer to those big new plasma t.v.'s.... ain't gonna work, few listen, all come back upset because they didn't like my answer).

Also, you insulted the store manager when you said you wanted to talk to a person who can make decisions. Nothing pisses off the person in charge more than asking to speak to someone higher just because you didn't like their answer. They are the decision makers! And it's cute that you think these store managers are highschool dropouts with no career. I am willing to bet they make way more money than you and have more education (our store manager makes over 125K a year and has a management degree, how about you?)

You repeatedly asked them to make exceptions for you when, as others have said, there are simply too many customers to deal with to make exceptions for all. You are no more special than the next customer, why should they of done it for you? Also, you stated that you wouldn't trust those Geeks with a butter knife, yet you clearly purchased the performance service plan from them fully knowing that should something need to be serviced, it would go through them. Why? you are not making sense.

Also, I do not believe your claims at all that you remained calm the entire time. Nobody would ever just call the police to get a customer out of the store. They would only ever call them if they felt threatened by an individual or if they refused to leave after repeated requests. Management faces termination for BS police calls. I believe you were much like, if not worse, than the irrate customers I see from time to time: Verbally abusive, physically threatening, and amazingly idiotic. Basically, the people who think they are above rules, or better than everyone else. The entire problem with this country. You promote the "me" culture and are bringing everyone down with you. Patience is a virtue and calm conversation is just plain decent and expected.

I do not blame them at all for doing what they did after trying to help you, probably even after you were mean with them in the first place. Your last statement is the one that really hit home: "made to feel powerless"

Clearly demeaning and abusing people makes you feel powerful. Now you know a little how the people feel when you treat them the way that you do.

First of all, I have to say that you seem like a very arrogant person, with all of your outlandish claims and demands of special service. Just because you spend a couple thousand dollars at a place a year, does that mean you deserve to be treated better than the guy who just came in to buy a CD? If you're answer is yes you can stop reading now because you won't like the rest.

I also have a problem with your report being peppered with personal insults at the employees who, in all honesty, were just trying to help you before you became irrate. The Geeks behind the counter know waaaay more than you do. I promise it. And they make a lot more than $8 an hour, it's actually a decent paying job. I work in computers and have dealt with literally hundreds of customers who argue with me till they are blue in the face about products that don't exist or capabilities that computers can't do. It's cute how someone comes in asking for your help and when you give them an answer they don't want to hear, they begin to start treating you like dirt. Many times I just have to let the customer purchase the incorrect product, despite my many fair warnings, because they simply didn't get an answer they wanted to hear (like my favorite: hooking up and old computer to those big new plasma t.v.'s.... ain't gonna work, few listen, all come back upset because they didn't like my answer).

Also, you insulted the store manager when you said you wanted to talk to a person who can make decisions. Nothing pisses off the person in charge more than asking to speak to someone higher just because you didn't like their answer. They are the decision makers! And it's cute that you think these store managers are highschool dropouts with no career. I am willing to bet they make way more money than you and have more education (our store manager makes over 125K a year and has a management degree, how about you?)

You repeatedly asked them to make exceptions for you when, as others have said, there are simply too many customers to deal with to make exceptions for all. You are no more special than the next customer, why should they of done it for you? Also, you stated that you wouldn't trust those Geeks with a butter knife, yet you clearly purchased the performance service plan from them fully knowing that should something need to be serviced, it would go through them. Why? you are not making sense.

Also, I do not believe your claims at all that you remained calm the entire time. Nobody would ever just call the police to get a customer out of the store. They would only ever call them if they felt threatened by an individual or if they refused to leave after repeated requests. Management faces termination for BS police calls. I believe you were much like, if not worse, than the irrate customers I see from time to time: Verbally abusive, physically threatening, and amazingly idiotic. Basically, the people who think they are above rules, or better than everyone else. The entire problem with this country. You promote the "me" culture and are bringing everyone down with you. Patience is a virtue and calm conversation is just plain decent and expected.

I do not blame them at all for doing what they did after trying to help you, probably even after you were mean with them in the first place. Your last statement is the one that really hit home: "made to feel powerless"

Clearly demeaning and abusing people makes you feel powerful. Now you know a little how the people feel when you treat them the way that you do.

The bottom line is that you insisted on being provided with a service that the store does not provide. If you wanted your laptop repaired sooner, you could have done what the previous poster did: take your laptop to an authorized repair shop for service.

Not having witnessed the incident, I accept your assertion that you were not offensive or abusive. However, by your own admission, you repeatedly demanded (politely) something that the store could not provide: immediate service, a definite date, the name and number of a person at corporate, etc. Best Buy did not refuse to honor the warranty. Best Buy simply did not modify their operating procedures to suit your needs and you chose not to play by the rules.

You suggest it is unreasonable to expect a laptop to be repaired in a week? Well, it is very reasonable. I had a laptop internal power supply die several years ago. I had the Best Buy PSP, and the Customer Service Rep (before Geek Squad) told me it would be about 2-3 weeks.

Thankfully, the laptop was a Compaq. I located a Compaq authorized repair center in my city, and took it in. They were not authorized to do warranty work, but Compaq had a overnight repair program. They FexEx'd me a shipper box to send them the computer. It went out on Tuesday, and on Friday I got the laptop back, repaired. My cost------free.

Good customer service is available-----just have to look. I recently repaired my own Toshiba laptop also, despite having the PSP. Three weeks to replace a CD-R/DVD combo was out of line. I bought my own parts for $13, and did the repair in 2 hours (was my first one---kind of went slow).

And you think Wal-Mart has lower standards? They use the same service agreement company Best Buy uses, and charge 1/3 the price. Plus, no idiots trying to kick you out of the store for disagreeing.

I work in the Computers section in a BB and I can assure you that every employee in that department has to be well versed on the computers we carry, and if they are not, then we put them in training as well as online courses until they know all the in's and out's. That is a REQUIREMENT for new employees. We also have a two to three day long orientation program the overviews all important points and views of Best Buy. Sometimes customers will get a new trainee, which are trained to find someone that knows the answer to your question if they themselves do not know it.

I find it funny when customers come in thinking that they know more about computers than a Best Buy Manager in that department yet still ask a bizillion questions.. then presume that they STILL know everything. As for trainees, they have to learn a lot of information in a very short period of time and are usually accompanied by an associate, and people should be patient with them. That is the only way that I can see that an employee would not know answers to your questions.. besides if it was an associate from another department.

I, myself, truly believe that BB has the customers best interests in mind, yet have strict rules and guidelines by which they have to follow. We try and help customers as best we can, but sometimes nothing can be done. I know that every BB is different and I'm sorry that you attended one that you felt was under par, but buyer beware.

If you bought the PSP and have spent money there before, you must know [and just by common sense] that your computer is not the only computer being taken care of, therefore it takes time to have your issue resolved. There are thousand upon millions of customers of BB and if even just 10% of them sent in their computers, that means a pretty big pile up; you aren't going to have your computer fixed and ready within a week. That's stupid to even think. So if you spend over 10k at BB every year, whats another $700 on laptop? BB's PSP's cover so much more than the manufacturer's warranty so I would just be grateful my computer was being considered. Next time shop at walmart and see how that goes... I bet not even close to BB's standards.

as an Ex Geek Agent.. It was not uncommon to see a store manager call the police on customers who started yelling, or making a scene .. usually they say something like "sir could you please calm down or I'm going to have to ask you to leave the store" or if they feel like your going to physically harm an employee by leaning over the counter, waving a fist etc.. they will usually call without warning the customer..

this also depends on the city you live in... smaller towns with low crime rates and the police have literally nothing to do .. but speeding tickets etc.. the store could call the police literally every day and they would kick people out (the reason the officer was so familer with Best Buy Policy) other cities ....generally more then 1-2 calls a week and the police start to set limits on when they can be called (for example have your Loss Prevention immediately video tape the customer.. give a verbal warning to leave and recieve a refusal given,)

you were smart not to resist the police officer.. if you do an internet search on "Best Buy Tazer" you will see video of what happens to customers that refuse to comply.

what you can do in this situation

basically, the laptop needs to be sent out...nobody cares if you spend $200k a year in the store..thier is no loaner program or exchange instore... this has nothing to do with the actual Best Buy store.... it's between you & the Best Buy service center under your PSP service contract... you need to backup your data first (or pay the $159 for Geek Squad to do it) as you will sign legal paperwork to that effect that they arn't responsible for data loss..

it will take about 7-10days.. the worse case is 45days (awaiting parts) in that case you can request a new PC due to excessive delay on parts.. if the laptop comes back unrepaired... it needs to be sent out again... the only recourse of getting a new Laptop.. is being sent in 3 times for repair (where parts are changed) the 4th time request a no lemon junkout for a new laptop (meaning the service center agrees to pay the local store the cost to give you a new one for free under the contract)

to be fair if the store lost you Laptop (this very rarely happens) it wouldn't be replaced based on the price you paid.. but they would print out the specs & get a spec comparible model.. (meaning you could have pay $1500 2yrs ago and get a $500 replacement) but it would have the same HD size, probably faster CPU memory etc..

if you need a laptop in the meantime for travel, you will need to buy (or rent) one for the duration.. you do get 1 free battery + ac adapter under the contract (3rd party of course - not original OEM) I would highly encourage you to take advantage of that. if you decide to return the PSP (Service plan) it must be Unused (never left into service) and 30days after PC purchase.. it will be a pro-rated refund based on the months you have left in the plan..

C'est la vie.. this is the policy .. nobody at the Corporate Office is going to make an exception even if your write the CEO... if you get the Media involved.. it will be spinned against you.. "it's a service plan... The customer never even gave us a single chance to fix the computer ...they just demanded a new PC" you might get somewhere if the item was left in several times & you were 3 months without the unit..

Sir, I read your report, but that is not a rip off. You can't ask to be given support not even offered by the store. best buy has a very strict system of how things work. yes, statistics are statistics and some things can be lost.

Now on that note, If EVERYONE asked for a name and number, you have a multinational company here, then it would just be the new 1800 number.

Heres what you could have done:
let them send it to GS city (the service center) and it would be returned in a few weeks ready to go. This is based on the agreed upon service plan.

You instead insisted on insulting the intelligence of the employees, demanding things that were not options, and treating the store as if it were incompetent. If this was the case, you shouldn't have bought in the first place. Demanding things that don't exist, and refusing to use the channels that were available doesn't make them the bad guy. you can't just demand and get what you want.

Contact the police department. Maybe that cop was acting on his own. Also alerting the press might not be a bad idea either. also the CEO of Best buy is kevin T. Layden
CORPORATE HEADQUARTERS*
7601 Penn Avenue South
Richfield, Minnesota 55423

United States

Phone: 612-291-1000

Yes, I can believe that. Best Buy is absolutely the pits. Anyone would be well advised to shop ANYWHERE else. Their employess know NOTHING about the products they sell, and are generally very rude and arrogant ( my five year old grandson knows more about computers than those " GEEKS " ). Service is non-existant, even with purchasing their warranties. And, I suppose, they have now lost at lest 10k a year in YOUR purchases. Be sure you let corporate know this fact, though I doubt anyone with any sense at all will actually read it.