Complaint Review: BEST BUY (MONTCLAIR/RANCHO CUCAMONGA-CA) - MONTCLAIR California

I was just hired by Best Buy a very short while ago. The reason I chose to work at Best Buy -- part time -- is for the discounts and a little extra peanut money. I am full-time as a technical support person for a corporation. I must agree that in my first couple of days in the computer sales department, my manager does push for PSP's and accessories. As a consumer, I do purchase extended warranties when I shop for anything major, because you never know what may happen to your merchandise. So, I am a believer in service plan warranties and I do suggest them to the customer. What I wasn't comfortable with was selling a $179 power regulator to a customer who only has a laptop, or a customer who doesn't need a power regulator with that much power protection. My angle (in order to satisfy management) is to use the $179 power regulator as an example in explaining the features and benefits... and then to tell them the difference between the $179 regulator and the other ones which cost lower. I also reiterate the specifications of the computer they are about to purchase and let the consumer decide whether they will need that much power protection for their pc. Most of the time, they will go for a lower price one. But, I've done my part by introducing them to the $179 regulator AND all the other regulators. I will not push anything on a customer that they do not need! This would be a violation against my personal standards. My length of employment may not last very long with Best Buy, as I have always been very customer service-oriented. My friends and family tell me that I do not make a very good business person, because I love helping people and really don't desire anything in return. I can't see myself making a difference in a customer who's buying a complete computer package and accessories from a customer who is just buying a printer cable. Who's to say if the customer with the printer cable will or will not show up one day ready to make a huge purchase in the future?? And I would think that it would be strongly desireable to maintain customer patronage. I will say this. At the time of my orientation, Best Buy lectured quality customer service and I liked that. My experience out on the sales floor has been mixed, as some of the employees seem disgruntled (from some of the employee rebuttals on this site, I have a funny feeling some of these ex-employees are disgruntled as well.) Because I'm a little older than most of the employees in my department and have extensive work experience, I make it my business not to get into the politics of things and not to take what others construe as criticism, but as constructive criticism. I act a certain way which exudes respect. I perform professionaly and accordingly to the company's SOP. If I am treated otherwise, I will easily walk. It is true that Best Buy is not a future career to many of the younger employees, but being able to self-manage and maintain self-respect and professionalism will assist them to quickly succeed in their future career goals. I don't know if I have the power to make a true difference while I am employed with Best Buy, but I like to do my darnest. I want what every customer who walks in that store want. Simple respect, consideration and honesty. If I can't provide what I, myself, desire to someone else then I'm lying to myself, and that's the worse kind of cheat.

This site has an editor? After the hilarious stuff I have read upon my first visit to this site, I doubt it. I must start in saying I have worked for Best Buy for a lot of years, and much of the smack I have read thus far comes as no surprise to me, the good with the bad. However I must place some blame on the consumer more than on Best Buy in many cases. We are in business to serve the consumer AND make money. Margins are razor thin in most categories of consumer electronics, so companies like Best Buy and many others sell extended warranties to increase their profits. It's all perfectly legal and if people would actually read the PSP pamphlet to see what is covered it is cut and dried. If you do not want it, don't buy it. I myself have refused them in the past on certain items even though employees get a substantial discount on them. (You do get looked at, and in some cases, treated like a freak for killing their daily PSP margins. Too bad it's my wallet) The same goes for return and exchange policies. I can't even begin to describe the situations my little part of Best Buy support has witnessed in trying to satisfy the customer. Everything situation from actually LOSING money to keep a sale in order to retain a happy and loyal customer (who was in the wrong in the first place), to outright incompetence by sales staff has crossed my desk on a too frequent basis. There are those of us who really care about giving the customer the service they deserve, but in all walks of life you can't always get what you want. My advice to the consumer is: An educated shopper is a smart shopper. Research what you are buying so when you enter the store you are armed with the knowledge of what you want. Therefore you have to rely far less on irratic sales staff to get it.

Best Buy's margin is partly driven on Service Plans, but here is what you should get as a customer. I work in operations/customer service so I know what merchandise comes back defective and what doesn't. Manufacturers Warranty In most cases this is one year and is not directly supported by Best Buy. Although, in some cases merchandise can be exchanged in-store, (but this is rare). The warranty does not cover things that are not considered manufacturers defects; this includes power surges. 2-year replacement plans Covers normal wear and tear. Its not insurance. Item can be exchanged in-store (per corporate policy) under manufactures warranty. In-store exchanges are not totally out of the question, but if you want a store credit instead of a replacement, call the number. Oh, and it is a REPLACEMENT plan so once it is replaced, it is voided out. Sound bad? Think about the alternative Playstation 2, X-Box, Gamecube --- Highly, highly recommended. They do break. (example drive door, overheating) Manufacturers warranties are limited (90 days, not sure about GC). You may be out $200-300 if past 30-day return policy (without replacement plan.) Cordless Phones - recommended. Although they do not officially cover the battery, most stores will cover it. Speakers recommended, just in case they blow. Although its not normal wear and tear, just dont make it look like abuse. PDA, Keyboards, Mice We dont push for these too much. People usually try to return PDAs that are cracked because they are dropped (which is not covered). Sometimes things do happen though Joysticks/Game Controllers- Recommended. Sometimes axis for joystick breaks/wears down. Irons, electric razors- ??? Most of these are cheap though 3 Year Service Plans Covers same as PRP. Only difference it is for 3 years and they item may have to be sent to our service department. Computers/Laptops Pretty good to have considering the dollar value of the PC/Laptop. Once again power surges and power supply failure covered. Viruses may not be covered, but Norton or other virus protection software is always good to have- techs will help if you ask. (Other software problems are common, but so are hardware problems. Software problems can usually be fixed by the user.) In-home service offered. Printers 2-year replacement also offered on some models; it depends on your luck with printers. Many of one brand have been returned/exchanged. Cell Phones/PDA Although I have had no trouble with my phone, many people come in with problems. On high dollar PDAs, it is probably good to have. Just dont drop it or sit on it. CD-RW/DVD drives I dont push these too much, however, my CD-RW failed on me once, but I was still under manufacturers warranty and it was not from a retail store. 4-Year Service Plans- Covers save as PRP; Most items sent to service. TVs- Highly recommended. Covers past manufacturers defects. After warranty term, TV will be sent to Service Department for repair (no charges). It sucks when we have to tell a customer who bought a $2000 dollar TV that they are SOL when no Service Plan was purchased. VCRs/DVD/Receivers players Recommended. Buy a good DVD/VCR to avoid problems though. Youre asking for it if you buy a cheap, POS DVD/VCR. 5-year Service Plans- Good to get on most appliances. Although, there are not too many problems, once again things do happenand its 5 years. **Service plans on car audio (such as speakers, receivers) recommended. Also, on digital cameras, although exchanges are not too common during normal business days, they are expensive. NOTE: These are my personal opinions and do not necessarily reflect the opinions of Best Buy. (Plus it's late)

I just had to write this comment before any idiot Best Buy employees tried to support Best Buy. What this customer said about the plans is true. They dont cover you 100% and the PSP papers show that. However as a former employee of Best Buy, I know for a fact that in my store the salespeople always lied about what the plan covered and what it didnt. The sales pitch was always, "it covers everything 100%. " Any of you pro Best Buy types dont you dare try and tell me that I'm wrong about that. Yes people should read the little booklet on the service plan, but some people are trusting and take the word of the salesman. Dont fault this person for that. Although I cant prove that she was lied to, I can be pretty darn sure of it. Here are some basic tips for the service plans 1. For computers they dont covers viruses. 2. They dont cover if you drop the item down a flight of stairs 3. For the Replacement plans, you arent supposed to take it back to the store, I know they let some people do it anyway, but its not the way its supposed to work. 4. Just dont buy em, they really arent worth the money.