Ronny g
North hollywood,#2Consumer Comment
Sun, March 04, 2012
How old was it? If it was under 30 days all you had to do was bring it back to Best But and they would have gave you a new one. They do not make their money by selling equipment they know is defective since most normal people would return it which COSTS them money. Now if it was after 30 days you still could have brought it in and saved the 80 dollar charge for them to come out and then decide if you want a more expensive router. You state you felt "trapped" since the geek squad guy only had a more expensive one but you were not trapped unless he hand cuffed you to something which prevented you from going back to the store to exchange the router?
Best Buy is not number 47 for FY 2011 of the fortune 500 because they are stupid enough to intentionally sell defective product hoping you call a geek squad guy to upsell you. They are successful despite the economic crisis because as tough as it is they actually put some focus on customer service. But they are aware as well that they can not satisfy everyone so to those amazon and Walmart might be a viable option to shop for consumer electronics.
Robert
Irvine,#3Consumer Comment
Sat, March 03, 2012
Does Best Buy stock bad routers on purpose, making people think their system needs attention, encouraging a trip from Geek Squad,
- So using your logic Best Buy goes to Netgear and asks them to give them bad routers, but just enough so that they don't get "caught". They then intentionally sell these bad routers on the gamble that instead of you just returning it and getting a different one that you will call Geek Squad. Then when Geek Squad squad comes out they are still able to "upsell" a new router. You would have to admit that this is a lot of work and trouble for what is really a very small part of their business.
Look, I am no fan of "Geek Squad" and personally would never use them, but I doubt that this is happening as you seem to be thinking. More likely is that the "more expensive" router that he had was one he was familiar with so he knew HOW to get it to work. Where the router you had was one that he may not have even installed before. I am not saying that it wasn't a bad router or wasn't compatible with your setup, but it may have been totally fine.
I would actually be a little more concerned about the additional information he was asking for. You didn't say what this information was but if it was stuff like the full number, security code, and expiration date you may want to be very concerned. I would contact the store directly and let them know the situation to see how accurate this guy is in his statements.