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

Beware Best Buy's (Hurst, TX) Lies!!

I purchased a computer from Best Buy and when discussing the requirements for the computer, I specifically stated that the two main things that I needed were Outlook and Powerpoint. I was assured by the employee that the computer came with those pre-loaded as part of the software package, so I purchased the computer. Get home, get the computer hooked up and ready to go and when I get ready to set up Outlook, it can't be found. Turns out the computer does not come with Microsoft Office loaded, just a scaled down version that only has Word and Excel. I call the store and speak with the manager (Jonathan) who is completely unwilling to be helpful. His comments were "no computers come with that, but you can buy a card from us for an additional $120 and use it right away." Now don't get me wrong, if it was an additional charge, that is fine, but what has gotten me all twisted is the manner in which the complaint was handled. Their employee lied and when notified of it, the attitude from the store leadership was basically "who gives a ***, just give us more money and it'll be ok". Absolutely no attempt to rectify the situation.
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3 comments
Anonymous
#495098

If you would like further assistance with this issue I am very willing to see if I can do anything to keep your business. If you would like you can contact me at my store in Fort Worth -817-238-6025 my name is Stephen. Otherwise, reply here and I can get in touch with you via my personal number or email.

Patrick
#470937

how do you know the employee lied? maybe they just made a mistake.

do some research on computers before you decide to go buy one. you should probably just stick with the Notepad and Internet Explorer because you probably don't know what Microsoft Office 2010 is.

Anonymous
#470903

I had a computer virus repaired at Best Buy and they made me sign a waiver when I picked it up that it was in good condition. When I

arrived home, all of my data was lost and they did not want to hear

about it. None of the managers were ever there to hear my complaint

and because they had my sign off paper, they were not about to return

the $400 I paid to save my data (which they lost).

Terrible chain store - I will never trust them to do anything on my computer.

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Review
#314456 Review #314456 is a subjective opinion of poster.
Loss
$600

Bad Customer Service Rip Off | Best Buy review from Washington, District Of Columbia

Update by user May 27, 2012

Still not going to Best Buy. Maybe one day they will hire knowledgeable people who value and respect the customer. When the manager and supervisors don\'t give a hoot what else can one do.

I called sprint and they told me how to reset to factory. On line forum suggestions didn\'t work, those appear to be mainly for rooted phones. I was glad to have my phone back but minus the progress on all games, some apps no longer available unfortunately, but still taking up some space on my old sd card which I added to the new one. reinstalling the other apps doesn\'t allow one to access the old info.

I highly recommend saving data on line or another type of storage and then duplicating that since the main search engine company that provides this currently has some flaws still.

Original review posted by user Apr 22, 2012

purchased an SD card to upgrade me cellphone capacity, was given simple, straightforward hand written instructions on my receipt, the employee was nice seemed knowledgeable and i left the store feeling very comfortable with purchase. well, the instructions failed to include mounting and unmounting and when i installed the new sd card my cell phone would not reboot, it was stuck in a continuous boot loop with sprint logo over and over i couldnt even turn it off had to remove battery. Many hours in forums etc, realizing his simple directions were flawed and i shouldnt have trusted this company i cleared the new sd card and went back to the store for an explanation as to why they gave bad advice and demand they accept some responsibility. btw my phone after this would not even accept my original sd card. spoke with someone at the door who chuckled with a look as though he was familiar with this type oc thing and directed me to cust service. spoke with the young female cashier who was completely ignorant in dealing with customers with any complaints asked for the manager, got yet another rep, told him my speal. asked for the manager again, got a supervisor who said he did not know much about phones etc but for a service fee could have them look at it. mind you had i not followed their explicit directions i would not needto pay for these screw ups to take another crack at possibly bricking my phone or ensuring i lose everything on it. they try to place blame elsewhere, my phone, me, corruption etc. i purchased the pny? brand 32Gb SD card for $69.99 found a more reliable card and brand sandisc same brand that came with my evo 4g interesting enough and same brand as my nikon camera uses very reliable, at radio shack for $30 cheaper after storming out of the store vowing never to return. they all stood around watching to see how their supervisor was going to handle the fact they damaged my phone, one i do not want to replace/upgrade etc, one i use as a pda. they refuse to acknowledge their error, and have no desire to ensure or attempt to minimize it happening to others. they also failed to refund me all my money by mistake. i am not bothering to return ever. crooks. they train their employees to generate more sales through their geek squad. its despicable. later called the manage, yet another *** who said i have never heard of that occurring. *** needs to be forthcoming, happens too often. if they dont know what they are doing they should not advise anyone, nor should they be selling all kinds of phones from mulitple carriers. they say to return to HTC or carrier knowing warranties are rarely over a yr unless u purchase, another way they generate revenue. they all refused to take responsibility, i never got an apology for the bad advuce and only until i recommend they offer customers a discount after damaging their phone did he agree to give me a discount on service fee for them to look at it. i passed on them screwing up my phone permanently as i hope to retrieve some of the internal data. do not trust these people especially management. none of them went to that dept to see if someone there might have a solution. since then i discovered that pkny? brand has numerous problems. best buy should have known that, i believe they do and it probably brings in alot of customers for their service dept. they wanted to charge me $100 . Why do customers put with this? Go elsewhere the deals are better.
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Review
#313914 Review #313914 is a subjective opinion of poster.

Best Buy Run Around

My daughter recieved a laptop computer for her birthday, which is New Years Eve. On March 10, of this year the screen went BLACK. It was only 2 and 1/2 months old. We had Black tie Warranty on it. We went to the Geek Squad. They said it will be back in 4 days, after 4 days, my daughter called, they said oh, it will be another week. ok, stuff happens, so after another week, I called they said oh, well it came back and wasnt working, we had to replace the motherboard. they said 3 to 5 business days, Ok folks, my daughter is a senior, she had papers to write, and facebook updates to make, bla bla bla. after 5 days i go up there, uh no its no here they say, do you have it? uh no i dont, you all do. oh yeah thats right. Its the end of march by now. Well, they wont get it back until april 20th cuz a part they need is on back order. I say, i want a new one. they say oh no, it has to be sent back 4 times until that happens, i say, its TWO MONTHS OLD. well thats the procedure. ok, 1 week goes by , i get a call, hey its here. ok, how can that be? you said april 20th? well they replaced the motherboard again, and the hard drive, ok we go up there at around 300pm . my daughter looks at it, its got dents, scracthes, scuffed up. chips out of the case, . we go back up there, i say i want a new one. this was not like this, i said we did not do this, we have only had it for 3 hours, i want a new one. Well we cant do that, we will send it back, I called consumer relations, best buy i have spoken with at least six different people. I was promised a replacement , a gift card for the purchase of a new laptop and told i would only speak with them. a week later i get a call from the store, its ready.
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2 comments
Alan C
#471763

Best Buy sends these out under warranty regardless of your Geek Squad plan. The repair depot bills the mfr in year 1.

While you paid a ton of money up front, there is and never was any CLAUSE guaranteeing turnaround time.

If you go directly through the mfr in YEAR 1, you are better off. Geek Squad are NOT hardware authorized repair services for any mfr.

Patrick
#469874

well.. I'll be honest.

most of the people on here complain about not being able to return a broken keyboard that they bought a year ago or a shirt that was worn a few times that couldn't be returned. or they complain that no one assisted them within 30 seconds even though they didn't ask for help. but this complaint is a really serious one for once. I'd be mad too if I was the original poster.

I mean the part about Facebook was dumb, I'm sure she used Facebook on her phone. but other than that, this complaint is completely valid.

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Review
#313883 Review #313883 is a subjective opinion of poster.
Product
Best Buy Gift Card
Loss
$600

Best Buy practices FALSE ADVERTISEMENT

On 04/18/2012 Best Buy decided to abruptly and without considering me as the excellent customer that I am, to just cancel my two PRE-Orders: Order #BBY01-xxxxxxx, placed on 03/23/12; and Order #BBY01-xxxxxxx, placed on 04/08/12, for 2 each order, totaling 4 of the Dark Shadows LIMITED edition DVD collection of 2500 copies, a signed and limited edition numbered one. I had plenty pf chance to PRE-Order from Amazon.com at same price, or at Deepdiscounts.com for $360.00 instead of BestBuy Price of $419.99; since I believe that Best Buy was a reliable and trustworthy Company. I wish Best Buy respected us, it's customers, a lot more. Best Buy sold this same limited edition set, in big quantities, to scalpers that now are selling them 3 times as much in secondary markets such as eBay. Best Buy practices FALSE ADVERTISEMENT, and plays this PRE-ORDER TRICK to customers that trust Best Buy, to prevent us from Pre-ordering from their competition, to then just tell us they are sorry and that the PRE-ORDER had been canceled. This is a very dirty trick from Best Buy, and I will escalate it to whoever I have to until I get what I pre-ordered. They believe that just by telling us to order the other set, the one that is coming out in 07/10/2012, and that will be mass produced with out signature and limited edition number???? What kind of customer policy integrity you have? I had the chance to pre-order it somewhere else, but I decided to order for the "trusted" and "reliable" Best Buy. You need to get me what I pre-order. I hope somebody at Best Buy Corporate gets this message and takes OWNERSHIP accordingly! Thank you kindly. Sincerely, Jose M. Argibay
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6 comments
Patrick
#473389

so, how's your gothic soap opera?

Patrick
#470942

chilaquil66, you're just some little nerd.

Jose M
#469914

Yep, Best Buy does not even care to return my several requests to get some answers. I guess they soon be out of business, so why care right?

Matty K
#469883

yeah here's another little complaint I got on bestbuy my and my mum was looking at karaoke machines and stuff like that and I wanted to know something about an Item so they page one of the clerks to assist me and when he comes over a woman cuts right in front of me almost stepping on my foot and steals him from me and and 4 other people saw it and said you should of knocked her on her *** and they said that to the person out front what happened and said that isn't right her doing that and he said what do you want me to do about it , my mum said that it drop *** we are out of it and she took the stuff I had and litterly dropped it on the ground and said if you can't do anything about rude customers and un helpful clerks then that should be no problem for ya and the other ladies did it too and we all walked out never to return.

doesn't pay to *** my mama off lol

Matty K
#469879

I had that music store in the mall fyi do tht too me twice I ordered a movie from them even paid 5 bucks and when the movie came in I never got neither one of the movies I ordered but they refused to give me back my five bucks least you got your money back .

that's like that karaoke site on here singsnap.com you pay a hundred and seventy bucks a year to sing on their site and if you say one *** thing wrong to a member who happens to be friends with the staff you get kicked off and their reason ya broke the code of conduct pft they keep your money and you get *** , they don't even give you your money back not even when you pay 66 bucks for a member to sing also try beating that ***

betcha can't .

Patrick
#469876

what the heck is Dark Shadows..? but anyway, you got your money back right?

and how do you know those people didn't preorder those large quantities before you?

I'd say just get over it and buy your stuff somewhere else but by the way, you can go outside to see your shadow. not pay a few hundred bucks for it.

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#313443 Review #313443 is a subjective opinion of poster.

Best buy products

I bought a SONY laptop, for $1200 + tax + $ 96 tech support + antivurus, and guess what??? My 5 month old computer, has a virus. The geek squad manager, at BEST BUY here in Puerto Rico, said I had to wait 2 weeks, because he has other customer, or pay for the service myself, so I could shorten the wait. What??? If BEST BUY is understaffed, that is not my problem. What I expect, after I pay that much money, is 5 star service.I purchases a lemon computer in their stock, and *** service to go along. Please stay away from BEST BUY, dealing with these people is a nighmare.
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8 comments
Alan C
#474392

2 weeks is horrendous service for software-related issues. Then again, there is plenty of FREE anti-virus, anti-malware programs available through cnet. memo to geek squad employee: "3 or 4" days to remove a virus is incompetence; good anti-malware software utiiized in safe mode will do the trick; otherwise procedures on deleting specific registry code is also widely available.

Patrick
#470940

this Michelle woman reallyyyy needs to lay off of the crack.

Patrick
#469868

anyone else notice this crackhead, Michelle?

Anonymous
#468511

Depending on the Virus your computer got , it can take 3 or 4 days to properly remove it. Just because you have a virus does in no way mean you have a lemon computer, and no anti-virus program is bullet proof.

You still have to practice safe surfing habits and use good judgement.

But let me say this clients who come to my Geek Squad counter and act like a total ***, get moved to the bottom of my repair list. Geek Squad agents are people to.

Patrick
#468301

why did Michelle feel the need to post in 3 different comments? anyway, I think the original poster got a virus from downloading dirty videos! ***!

Anonymous
#468201

It's not a lemon computer, it's a retarded user. Take an basic internet course and learn how to use the internet.

"BEST BUY is understaffed, that is not my problem."

Wrong again, I think it's very much your problem because you have to wait for your computer. You're precisely the type of customers stores don't mind losing. Do the world a favor and stay home.

Anonymous
#468087

Well I have about a 10 day wait at my store but its your fault your computer got infected with a virus. Not mine.

Anonymous
#599358
@Geek Squad Manager

Instead of bad mouthing the customer, it would make more sense to explain to the customer why it happened. This complaint would not have been made had there been an effort to educate the customer.

People generally do not understand how they get infected. They assume that having protection means it gets everything. The customer is not an unfortunate inconvenience.

They are the reason you have a job. Be respectful!

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Review
#313061 Review #313061 is a subjective opinion of poster.
Loss
$1175
Purchased a 42" plasma tv in October, 2011 with a 2 year "Black Tie" protection plan. Sure enough, when my TV developed bad burn-in, they did not attepmt to fix it. Said I could get a new "comparable" TV at my local Best Buy. They would NOT give me a comparable TV. ...
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5 comments
Anonymous
#953199

hahahahahahhahaha read your warranty paperwork loser

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#312684 Review #312684 is a subjective opinion of poster.

They robbed me out of my money | Best Buy review from Bridgetown, Saint Michael

I am from abroad and purchased over $1200 in items from BEST BUY - DOLPHIN MALL, MIAMI February 24, 2012 - An iphone 4, camera, kindle fire and accessories. The sales lady who helped led me said that after the first purchase from at&t that the phone would be usable anywhere. I returned to the store on April 15, 2012 and ask that they unlock the phone; they said they could not and sent me to a kiosk in front of the store and the guy there said the same thing that everyone else told me; it cannot be unlocked. I asked for the manager who was no help at all. He said the time had expired - 30 days and there was nothing he could do. I WANT MY MONEY BACK.
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6 comments
Patrick
#469867

um.. okay then Unhappy2. I'm not sure what you're talking about but okay then.

Anonymous
#469200

:cry :cry :cry :cry :cry :cry :cry :cry :cry :cry :cry :cry :cry :cry :cry

azzole! :grin

Anonymous
#468383

Thanks 'IHateStupidCustomers'. Hope you will never be one.

Patrick
#468307

iPhone's are dumb, just like you.

Anonymous
#467171

stop being blindly lead by people. do some actual research before you buy things.

Anonymous
#467160

Too bad

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#312638 Review #312638 is a subjective opinion of poster.

BESTBUY CUSTOMER SERVICE SUCKS | Best Buy review from Boston, Massachusetts

I WENT TO BEST BUY WORCESTER MA TO BUY A LAPTOP COMPUTER. USUALLY, A CUSTOMER SERVICE REP IS READY TO SWOOP DOWN ON YOU TO ASSIST YOU IN BUYING AN ITEM. THIS WAS NOT THE CASE IN MY PURCHASING A NEW LAPTOP FOR SCHOOL AS I TOOK OUT A SMALL LOAN TO ACQUIRE IT. I RESEARCHED WHAT THEY HAD ON SALE BEFORE I EVEN WALKED INTO THE STORE KNOWING WHAT BRAND, PRICING, ETC. THAT FITS MY NEEDS. THE ONLY SALES CLERK WAS BUSY WITH ANOTHER CUSTOMER FOR AN HOUR AND THE OTHERS WERE STANDING AROUND IGNORING ME FOR ABOUT AN HOUR. FINALLY I HAD SOME ATTENTION FROM A CLERK WHO WAS NEW AND TOLD ME HE COULD NOT SHOW ME THE LAPTOPS THAT I WANTED TO CHOOSE FROM AND BUY. BECAUSE HIS MANAGER DID NOT ALLOW IT! OK, I THOUGHT, LET ME PAY FOR ONE ON THE WEB SITE THAT WAS ADVERTISED ONLINE AND ORDER IT TO BE DELIVERED TO THE STORE AND I WOULD PREPAY FOR IT AS I HAD CASH IN HAND. I WAS TOLD IT WAS AGAINST STORE POLICY, AND THEY CANNOT DO THAT! THE OTHER CLERK WAS STILL HELPING THE CUSTOMER MAKE UP HIS MIND ON ANOTHER ITEM. SO I WENT TO CHECK OUT THE OPEN BOX SPECIALS AND SAW ONE LISTED FOR $350 ON THE BOX . USUALLY YOU PAY THE LISTED PRICE, MAKE YOUR PURCHASE, AND BE ON YOUR WAY. NOT IN THIS STORE! THEY TACKED AN EXTRA $100 TO THE PRICE SAYING THAT THEY DID THE RESTORE DVDS AND INSTALLED AN ANTIVIRUS TO THE LAPTOP HENCE THE EXTRA $100 CHARGE. THAT WAS THE STRAW THAT BROKE THE CAMELS BACK AS I MADE MY PURCHASE AT A LOCAL WALMART WITH NO PROBLEM. I WILL NEVER BUY AT ANY BESTBUY AGAIN!
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4 comments
Anonymous
#467664

I agree, just ask us for help and let a manager know instead of complaining online. Or do both.

Managers do care, its their job! And you didn't have to buy that service ans not every item is available for ship to store.

I'm sure the guys atbwalmart knew exactly what you needed. I actually had a Walmart employee say, " what's a gigabyte?"

Patrick
#466402

this guy is definitely a ***. just what we like to read, an all caps post that makes you feel like you're reading the typing of any angry little kid.

he (or she) probably doesn't even know what needs they had for a laptop. plus they called it a laptop computer, just call it a laptop or a computer. I mean that's like calling a car, a car vehicle. next time, you big *** baby, ask for help instead of standing there like a lost little kid.

for some reason, you were so fixated on the guy that was helping someone else. did you want to show him a good time after he sold you a laptop or something? like I said, sometimes you should ask for help instead of getting bottle fed every time. and so what if they charged an extra $100 for the extra stuff?

you could have just asked for the laptop that didn't have all of that extra stuff done for it and saved yourself $100.

like guy number 3 said, enjoy your cheap laptop that won't last long and I'm sure you didn't buy the extended warranty. so your next post will probably be that Walmart wouldn't return your laptop after 6 months.

Anonymous
#466309

Caps lock will really garner you support on this site, I recommend using it every time.

That said, you pointed out the computers person was tied up with another customer for what you apparently thought was an unreasonable time. The other customer probably left very happy that the person took the time to help him. As far as "the other associates ignored me" and "the new guy wouldn't do laptops with me because the manager said no," not everyone in a best buy knows anything about a laptop. I wouldn't walk into wherever it is you work and expect you to know everything about someone else's job. So to say they all ignored you, is ignorant. Same goes for the new guy, the manager clearly didn't feel that employee was ready to help a customer purchase a computer that required a "small loan".

Going by your target price of 350, I hope you enjoy the year you get out of the Walmart laptop(this would be the same at Best Buy.. ever heard of you get what you pay for?)

Besides, it looks like the caps lock key is already broken, and so is the grammar checker.

Anonymous
#466307

When you write in caps nobody cares. :grin

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Review
#312298 Review #312298 is a subjective opinion of poster.
Service
Best Buy Sales Manager
Their TV power off in the middle of your favorite show. Manufacture company came out to repair however after 30 days the Insignia TV started cutting off again. We were told to have it repair would cost us $150.00 plus parts and labor. Never again.....Insignia...
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7 comments
Anonymous
#748847

I have a small insignia tv that made metal tip of the cable connection that is plugged into it, burnt looking. I replaced the connection and it makes a strange electrical sound when its been on for a while.

I wont leave my house with this tv on. Im waiting for black friday so i can buy a new tv. I will never buy an Insignia TV.

A family in my neighborhood had their home burn down because of a new tv they bought. Im betting it was an Insignia

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#312139 Review #312139 is a subjective opinion of poster.

Floor personnel only assume | Best Buy review from Salt Lake City, Utah

Went to local BB yesterday to get ROUTER only and they sold me a modem/router, as they did not listen to me...I already have modem through CC for my voice and data, only needed router for wifi. Took home m/r worked all afternoon on it to link into my system, it never did. Went to different store today, picked up router only and within 20 minutes everything worked. Would have saved me a trip and them a return had the personnel only listened the intial visit yesterday...Please listen up we need better customer service if you want me to drop money at your stores.
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8 comments
Dan S
#608234

Post a link to them closing 120 stores. Only news I have seen is Future Shop/Best Buy Canada are closing 15 stores. Best Buy closed 50 stores last year.

Anonymous
#608206

Best Buy is closing 120 stores. Its in the news.

Patrick
#468303

even though I don't shop at Best Buy very often and I've never worked there, I haven't seen any closing down.

Anonymous
#468220

I guess by the looks of these replies by these employees working at BB other such affiliated companies to these customer's complaints in precisely the reason most of the BB's around us are going out of business

Anonymous
#467668

I am amazed by the time you took to get online and complain but how you were completely incapable of reading the front of the box before you bought it. If you knew what you wanted then why did you have someone help you find what you needed in the first place.

That is an honest mistake anyone could have made but you my friend, the person who made the 20 minute trip failed to read the box. Do you want us to hold your hand out the door!

Anonymous
#466927

Thx 2 both of u for your unsolicited assumptions

Anonymous
#466130

Did you not examine the product before you bought it? No doubt the box stated clearly that it was a modem/router.

Since you had to ask for assistance to find it, I would think you would look at the box when it was given to you. I know that I check the packaging of any computer or electronic accessory to be sure it is what I wan/need and that all the cables needed for installation are included, or if they are not, i can buy them before I go home.

Patrick
#466109

uh.. it sounds like it was just a mistake.

for all you know, they were working a long day and just didn't think your question through. and since you seem so illiterate when it comes to electronics, you probably told them that you needed a modem and a router. you probably just forgot that you said that. but even if you didn't, it was a mistake.

stop being so inconsiderate over one little problem. wipe away your tears because from what you said, everything worked out in the end

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#312135 Review #312135 is a subjective opinion of poster.