- Report: #339802
Complaint Review: Best Buy - San Marcos Texas
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Best Buy
www.bestbuy.com San Marcos, Texas, U.S.A.
Phone:
512-392-8788
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Best Buy Hostility Ineptness Irresponsibility Intimidation Arrogance San Marcos Texas
Best Buy
San Marcos, TX
Appliances, Clothing Retailers, Clothing Stores, Department Stores
Review Date: 06/12/2008
From my experience the Best Buy in San Marcos does not stand behind the products it sells and is extremely poor in customer service and expertise. My daughter is a student at TSU and bought a new laptop last fall after her other laptop crashed. She uses it every day for school. When her new laptop began to act unstable in April she took it to the store. A non-qualified (not a Geek Squad employee) salesperson said he could help and without authorization he "worked" on her computer which preceded to crash . . . probably as a direct result of his "work." (He even told her he knew where she lived and that she should buy him a beer to pay him back. That made her very uncomfortable.) What followed has been two months of the store trying to fix her computer, even sending it off two times to the big Geek Squad in the sky. The store not only failed to communicate what actions were being taken, but were accusatory, intimidating and hostile. Nothing has worked in trying to repair her laptop and the store has said there is nothing more they will do and has refused to simply replace this "lemon," accept any responsibility or take seriously the customer service/ethical lapses in employee conduct. I am in another city and have had to hear about her treatment at the hands of the employees and management. She is a little girl and has been treated rudely and disrespectfully which has demoralized and frustrated her. Dads, do you want your child treated like this when they are off at school? Even Best Buy corporate customer service, to this point, has been non-responsive and obfusacatory. The store is either inept or insensitive, neither of which makes for a trustworthy business. I suggest you shop elsewhere. I will. Apparently, this is not the first complaint the BBB has received.
Mister t
Cedar Hill, Texas
U.S.A.
San Marcos, TX
Appliances, Clothing Retailers, Clothing Stores, Department Stores
Review Date: 06/12/2008
From my experience the Best Buy in San Marcos does not stand behind the products it sells and is extremely poor in customer service and expertise. My daughter is a student at TSU and bought a new laptop last fall after her other laptop crashed. She uses it every day for school. When her new laptop began to act unstable in April she took it to the store. A non-qualified (not a Geek Squad employee) salesperson said he could help and without authorization he "worked" on her computer which preceded to crash . . . probably as a direct result of his "work." (He even told her he knew where she lived and that she should buy him a beer to pay him back. That made her very uncomfortable.) What followed has been two months of the store trying to fix her computer, even sending it off two times to the big Geek Squad in the sky. The store not only failed to communicate what actions were being taken, but were accusatory, intimidating and hostile. Nothing has worked in trying to repair her laptop and the store has said there is nothing more they will do and has refused to simply replace this "lemon," accept any responsibility or take seriously the customer service/ethical lapses in employee conduct. I am in another city and have had to hear about her treatment at the hands of the employees and management. She is a little girl and has been treated rudely and disrespectfully which has demoralized and frustrated her. Dads, do you want your child treated like this when they are off at school? Even Best Buy corporate customer service, to this point, has been non-responsive and obfusacatory. The store is either inept or insensitive, neither of which makes for a trustworthy business. I suggest you shop elsewhere. I will. Apparently, this is not the first complaint the BBB has received.
Mister t
Cedar Hill, Texas
U.S.A.
2 Updates & Rebuttals
Vladimir24
Frederick,Maryland,
U.S.A.
A few things "off"
#2UPDATE Employee
Thu, August 21, 2008
First of all, you claim the person who initially did "work" on the computer was non-qualified. I find this to be an uninformed statement. Many times people transfer departments, so he very well may have been a Geek Squad agent who simply wasn't wearing white yet, could have been wearing one of other "casual" Geek Squad uniforms, or was simply someone with the expertise giving Geek Squad a hand. As a sales person, I have occasionally helped out the Geek Squad precinct when they were busy or otherwise unavailable to help everyone. Its not a matter of qualification, since many employees are educated beyond what their primary work area entails. The claim the he was not authorized to work on the computer seems to be a grey area in your statement. If she handed over the computer and he was working with it while she was standing with him at the counter, that counts plenty of authorization. Plus, I seriously doubt that an employee doing a basic diagnosis would be responsible for a complete system crash. If it was, then why did she bring it in in the first place? You are too quick to blame Best Buy for what is most likely user error or manufacturer's defect. Secondly, you claim it has been sent out for service twice and now they refuse to do anything more. I will give you the benefit of the doubt and assume it was for the same reason. This begs the question, did you purchase a Performance Service Plan on the unit? If you did, then you have right to complain and would recommend contacting the corporate office. If you did not purchase the Service Plan, then they have done all that is within their power and cannot replace a lemon because we are not the warranty provider. Contact the manufacturer.
Blahsblah2001
Copley,Ohio,
U.S.A.
Slight Inconsistancy
#3Consumer Comment
Tue, August 19, 2008
An employee worked on her computer without authorization? Whose authorization, hers? Did he wrestle it out of her arms and try to fix it while she begged him to stop? Employees can be fired for performing under-the-table work, for exactly this reason. Regardless of where he works, if you try and get some random guy to fix your computer for cheaper than a professional can, you cannot blame him for the problems that result. If he worked at Kinkos you wouldn't have mentioned him.
