customer service store service customer geek squad phone manager order money people

Best Buy - Manager Review from Kansas City, Missouri

I would like to file a complaint w/Best-Buy in St.Charlesd Mo. I went to Best-Buy this weekend 1/24 and took my computer w/me since it had been dropped by my grandkids while I was in out of town, as I work out of town. When I got home this weekend from work ( at Ford Motor Co) I told my wife that we have a lot of computer work to do as our employer "Ford" is changing there process and we have to learn it. So she explained that a couple of the grandkids had been using it and that they were on the deck and somehow it fell from the deck, so I took it to Best-Buy since I knew I had the BlackTie warrinty. But after going to Best-Buy and the manager " Greg Coleman telling me that this would not be covered and I asked why and he first said that I did not buy it at that store and I replied that I did purchase my origninal computer from there and that maybe that perticular computer was picked up from the Kansas City store as I work and live there since they closed my home plant in St.Louis. He told me that I needed to take it back there then and I explained that I still live in St.Charles also, that we still own our home there also. I keep the KC adress and my wife carries our St.Charles address since Ford required us to have an address there incase of paper work that could come. Then the manager "Greg Coleman" said that well it looks likle you have had a few returns on computers and were not going to be able to cover this since it looked kind of strange that you have had a few computers w/serious issue and I explained that we (my wife and I) had a lot of grand kids that age from 5 to 14 yrs. of age and when they come over the first thing they want to do is get on the computer,cell phones, or the nexus. They want online. I usually tell them to either get the nexus or there parents phone not the computer. Now when I say a lot of grandkids I mean a lot, between the two of us we have 17 or 18. Now a couple are toddelers so I dont worrty bout them yet but the others are all school age and they no how to do the net or download a game or 2 and my wife and I argue about it at times and I'm either at work or busy. Anyway, I always make sure to purchase the best Black Tie warrinty with my computer for those strange times. But your manager "Greg Coleman emplied that I was doing something a little strange since I've had to replace a few. Well he did'nt say anything about all the other electronics we've purchased from Best Buy that I've had no issue' with like the 2 or 3 Acers I purchased or the 55 in. Insignia that I had ex warrinty on and they've never had to come out for, or all the small flat screens I bought for some of the grandkids. Best Buy is the one that pushes an extended warrinty on the consumer, there like " it covers anything, your fault our fault, nobodys fault. it's covered. I believe you's no what I'm talking about. I have always told every BB store rep that I have a lot of grand kids a they are tough on things. There's quite a few things I've purchased that either just ran out of warrinty or it expired and then shot craps, "as it happens to everyone". So I was pretty upset when that your young store mngr of yours implied that I damaged this product. And of course there were store costomers standing everywhere and I told him that Best Buy never has a problem pushing an extended warrinty on me but that I have been a little reluctant to buy a new one, "just because" and there like you know your "going to need it" so I do buy it, every time. Oh, he did offer me a refund on my extended warrinty, a pro rated one and I told him I have never paid a pro rated price for an extended warrinty and as I was leaving he blurted out that, "that was all he was going to do" !!
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Review
#587116 Review #587116 is a subjective opinion of poster.
Service
Best Buy Manager
Reason of review
Warranty issue

Will never shop best buy again.

I purchased a roku 3, couldn't get it to work. After 2 trips to the geek squad for assistance, it still was not working. I went in on Friday to return it, the guy at customer service was very friendly and said they would take it back, however he suggested I contact my internet provider for assistance in setting it up and getting it going. Spent an hour on the phone doing this, but was still unsuccessful. Went back on Sunday, (two days later) and was told by a different manager they could not exchange it because 45 days had passed since I bought it. I will never shop at best buy again.
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2 comments
Anonymous
#938802

Be aware of the return policy. You waited two days after only spending an hour on the phone. That must have been a really intense phone call if you needed two days to recover.

Anonymous
#937010

Have you considered reaching out to Roku for assistance. I'm sure their warranty is longer than 45days!

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Review
#586846 Review #586846 is a subjective opinion of poster.
Cons
  • Customer service
Reason of review
Poor customer service
Loss
$100
Preferred solution
Full refund

Treatment after purchase. | Best Buy review from La Mesa, California

I purchased software from best buy and i did not open it i returned it sealed. I was told they could not return it because it was opened i showed the clerk the sealed software then they said they could not accept it because it may be tampered with. I complained only to get in a shouting match that i won hands down in the store in front of customers and employees. No class. Not professional. Inconsiderate and no customer relationship. Also the phone service is twice as bad the employees do not know product nor does common sense factor in with helping customers over the phone me 1 best buy 0 i will never shop here again.
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Review
#586367 Review #586367 is a subjective opinion of poster.
Cons
  • Customer service
Reason of review
Poor customer service
Preferred solution
Train employees and store manager to use reasonable judgement that they would want used if they were the customer.

Terrible Experience Purchasing Television | Best Buy review from Houston, Texas

1.0
Details
Ordered a 51" plasma television on 27th Dec. Best Buy advised delivery on 2nd Jan. BB then rescheduled delivery five times, with latest advice being 9th Feb. Despite numerous and lengthy calls with BB's so called customer service I was never able to get confirmation from them of whether they were likely to be able to fulfill my order. They did, by the way, charge my credit card immediately the order was placed. Apparently it takes 5-7 business days to refund the CC once the order is cancelled! Beware this organization - they are scammers and their customer service is absolutely abysmal. There appears to be no one in the organization that is even remotely interested in trying to help unsuspecting customers that have had their money taken and have nothing to show for it.
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Review
#586334 Review #586334 is a subjective opinion of poster.
Cons
  • Customer service
  • Slow to assist
  • Your bait and switch tactics
Reason of review
Problem with delivery
Loss
$700
Preferred solution
Let the company propose a solution
Tags
  • backorder problems

Geek Squad Review

Yo man I love Best Buy and all because I have never had a problem with them till this day but your geek squad phone service needs alotta work though! 34 Minutes just to update my credit card information for the insurance billing on my phone, y'all should be ashamed of yourself. What happend to the good 'ol days man where I can just go online and do it myself? Ya done *** ..
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Review
#586244 Review #586244 is a subjective opinion of poster.
Reason of review
Poor customer service

Purchasing "OPEN ITEM" televisions | Best Buy review from Tampa, Florida

All of my televisions I have purchased from Best Buy since 1994...and ALL of them have been previously used as displays, "OPEN ITEM" or returned TVs, and I've had no problems. Of course, I did the smart thing in checking them out, like this customer did...making them play for about 30 minutes, watching for screen anomalies, scratches and dents on the cabinets, checking the parts list inside the user manuals, and so on. Purchasing a TV this way can save you big money anywhere you go! After all, you aren't watching the scratches, and you're probably just going to throw the box away when you get home, right? If you happen to luck (yes, it's LUCKY!) onto a TV that they are trying to sell you that's totally DEAD, you really have something to bargain with now! Oh, they'll apologize up and down, promise that it never happens, blah-blah-blah...you're STILL going to ask for even more money off the set just because you're having regrets about wanting to buy from them! Yeah...the salesman doesn't make anything on those kinds of deals, but the stores are highly motivated to move those sets, or THEY get charged for carrying them! Their poor operational planning just translated into $$$ saved for you! Personally, I've used those extra $$$ off to purchase a Geek Squad extended warranty. On "OPEN ITEMS", it doesn't guarantee you a brand new TV should yours happen to go south, but I can't afford to drop $2,000.00 for a TV just anytime, either. At least it keeps my money in a TV purchase for at least four years. And for those of you who refuse to partake in such things, the return policy and manufacturer's warranty on those items are still in full force! Take that money you've saved off MSRP and put it towards whatever strikes your fancy!
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Review
#586211 Review #586211 is a subjective opinion of poster.
Reason of review
Fair pricing
1.0
Details
I ordered an appliance and put in preferred delivery date with this. the store contacted me to state that they could not deliver this until the next Friday. I took off work and got rid of the old stove on this date. The stove never showed up. When I called...
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3 comments
Tom
#935574

Bestbuy.com allows you to select a "prefered date" for delivery, when dealing with appliances. Most of the time, the delivery of the appliance is handled through the local Best Buy store.

They receive the information, and then contact the customer to verify the order details. If the item selected is a "special order", or an item not usually carried in Best Buy stores or in the warehouse, then they notify the customer and either cancel, confirm or change the delivery accordingly. Other reasons might be something AS SIMPLE AS not having a space available on the delivery truck for the date requested. It's not a perfect system, but at least they do try to contact you as soon as they see a problem with the delivery.

In your area, that may be handled by the delivery warehouse instead of the store. Unfortunately, in order to get it right (75% of the time), it's going to require a trip to the store.

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Review
#585967 Review #585967 is a subjective opinion of poster.
Cons
  • Customer service
Reason of review
Poor customer service

Best Buy - Laptop Review from Mesa, Arizona

1.0
Details
I brought a laptop in nov2014 thsy i had 2 months and use less that 5 times and it didnt work when i took it to Best Buy they said i had to buy a geek squad for 1-3 yrs or pay for hundreds of dollors to have it fixed for a computer less than 60 days old Wth that is strike 3 for me I will never set foot in one of there stores again They dont back up the products they sell
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6 comments
Anonymous
#934721

You have a legitimate complaint; are you going to purse it for satisfactory results?

Anonymous
#934772
@***scientious ***sumer

FYI- As shown on Best Buy.com, the policy states that the buyer has 15 days to purchase Geek Squad protection. Unless you were within this time frame when you took the laptop to the store, the BB employee was in error by advising you to buy Geek Squad protection (1-3 years).

Given that the agent

is now aware that the laptop does not work, was he/she going to sale you the protection plan anyway-Seriously!

I guess he/she didn’t about the pre-existing exclusion written in the GSP service contract.

That employee definitely needs more training on the policy.

Tom
#935575
@***scientious ***sumer

The date sold is very important. Holiday gift policies MAY HAVE BEEN IN FORCE at the time of purchase.

Usually, items purchased the first weekend in November fall under this plan. The start/end dates may vary due to location, but basically they push back the sale date to December 26th, and your return policy starts from there.

In any event, the final say to either service or replace comes from the store manager. I've seen managers do this for customers before, regardless of the dates.

Anonymous
#938806
@***scientious ***sumer

Best Buy sells tech support for 1, 2 or three years at different prices. This is likely what the agent was trying to sell.

Anonymous
#934284

If I'm reading this right you had the computer for two months (january would mark the second as you have only stated november I can only count the months and not narrow it down to a day in january that would mark the second month) most stores selling that type of product (computers, routers, printers, etc) have a two-week return period for those types of products. So there really was nothing they could do for you other than sell you the service to repair it. You should however still have the manufacturers limited warranty which may be able to cover the problem depending on what it is.

Tom
#933618

Check your receipt. There's a 14 day return/exchange period.

If you did not purchase a Best Buy warranty, then it would fall under the manufacturer's warranty for repair; typically one year. Manufacturer's don't cover software issues, virus issues, connectivity issues, etc.

Best Buy doesn't make them, either. If you're having a problem with a particular store, call 1-888-BEST BUY...they can also help you out.

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Review
#584291 Review #584291 is a subjective opinion of poster.
Reason of review
Bad quality

Best Buy - Deal Review from Royal Oak, Michigan

1.6
Details
Horrible customer service and absolute half-fast garbage return policy. Bought a $250 modem/router which failed after 16 days. Brought it back to store for an exchange and they told me that I'm stuck with it. MOD with zero customer service knowledge gave me the number to Motorola and told me to deal directly with them. Not only did she give me the wrong number but she was extremely rude. Motorola said to take it back to store since it has only been 2 weeks. Now I am stuck with a $250 paper weight that I cannot return due to this inept company's return policy. Buy your electronics elsewhere. Other stores offer 30-90 day returns. BB is a scam.
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4 comments
Tom
#935577

At this point, the key words are "manufacturer's warranty"....not "return policy".

Anonymous
#935223

The key to getting customer satisfaction is persistence. Don’t give up! That’s what they want you to do by giving you the “run-around”.

Anonymous
#933665

Try reaching out to Motorola. The warranty is from them.

Tom
#933623

Modem has a year warranty through the manufacturer. Call 1-888 Best Buy or return the item with your receipt to the store. Unless this was a closeout/display model, it's a no-brainer.

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Review
#584085 Review #584085 is a subjective opinion of poster.
Service
Best Buy Deal
Reason of review
Poor customer service

Computer Repair Review

No system for service- need to pull numbers to be fair. Slow service- 3 people working, 3 standing idle. Kept computer 2 weeks no repair. Warranty worthless
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Review
#583790 Review #583790 is a subjective opinion of poster.
Reason of review
Warranty issue