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

These people are fraud - geek squad | Best Buy review from San Jose, California

Store: Best Buy, El Camino Real, Mountain View, CA Manager: john Bestbuy service is going from bad customer service to fraud. I took my Apple Watch for service they diagnosed it and mentioned that it was a manufacture defect and they would fix it. After I handover the watch they damaged it and were saying it was physically abused. When I asked to give that in writing, they refused to give it. If anyone want to go to best buy for service make sure you take pictures before you give it to them. They are liars and don’t ever believe their word. I will never buy anything from best buy ever again.
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Review
#1591896 Review #1591896 is a subjective opinion of poster.
Cons
  • Poor customer service
  • Rude customer service staff
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
Tags
  • package tampering

Happy to see more and more Best Buy stores closing down

1.0
Details
I used to wonder why many Best Buy outlets are getting closed. My recent experience with them proves why... they are not fit for Customer Service. I bought a laptop for my daughter on 13th May 2017, from the Stevens Creek Blvd, San Jose, CA, store. It was a good configuration ASUS laptop and got a very good deal for an open piece... paid $375. I was told that no need to worry, any issues with the laptop, BestBuy technical team will repair it, blah blah blah... After a month, by end of June, the laptop stopped working. It wouldn't boot up, always showed "Automatic Repairing..." message and no options worked. I took it to the San Jose, Curtner Ave store and showed it to the Geek Squad. One Mr. Anthony spoke to me... he is supposed to be a technician, but he didnt even try starting the laptop and checking what is the problem. He asked me the symptoms and told me that it has to be sent to ASUS for manufacturers warranty repair. When I told him about the Open Box story and that BestBuy shoudl repair it, he asked me to go to the store where I bought it. I spent 30 mins there... but he never even checked the laptop once. I went back to the Steven's Creek Blvd store after couple of weeks. Again the Geek Squad person didn't check the laptop, he told it will be sent to Manufacturer Warranty repair. I agreed and after 2 weeks, got a call that water has gone inside and the mother board is gone, requires $450 to repair. I declined and collected the laptop in a week. I checked with the supervisor, as I was sure I had not spilled water on the laptop. He was not willing to listen and all he could do is... offer 20% discount on the repair cost or 20% discount on another open box laptop. I was not willing to spend any extra money on any Best Buy service. I took the laptop home and created a bootable USB and tried to boot the laptop, re-install the Windows10 and now it works like a new one. So the funny part is... 1. What is the Geek Squad there for if they can't even do the initial technical analysis? 2. The laptop was sent to ASUS for warranty repair, but all records show it was always with BestBuy Geek Squad, may be some other location. If it was sent to ASUS may be they woudl have resolved the issue free of cost. 3. Easiest way to deny free service to customer is saying water went inside and damaged the circuit. It is a shame, because I couldn;t prove that I have not spilled water on it. I doubt if the service guys even opened and checked anything. Overall... very bad experience with Best Buy. Stay away from them... happy to see more and more Best Buy stores closing down. Best is Amazon, do online shopping for what you like, if you don't like return it. No questions asked... even after months, may be the refund amount will reduce, but you don't have to live with a faulty machine. Never again to Best Buy...!!!
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Review
#1086233 Review #1086233 is a subjective opinion of poster.
Service
Geek Squad Technical Support
Reason of review
Poor customer service
Loss
$365
Preferred solution
Full refund

Bait and switch on preorders | Best Buy review from San Jose, California

Preordered Note 4 in store more than a week before launch. Was told by employees and Samsung reps at the time of pre-order that I would guaranteed get the phone on launch day. Launch day comes, I show up, told no phone, no eta on when. They claim they only got two or three phones in but had hundreds of preorders. Asked if I could go ahead and pay for it since mine is outright purchase. Told no, they won't. Asked about the $200 trade in deal, told no, they only accept iPhone 5 and only for new contracts. Spoke to store manager who said he didn't care what the website said, it's his store and he won't honor the deal. He then said my phone could be in the next day according to his list. Next day comes, no phone. Call and ask, told it will be one more day. Repeat to Tuesday- finally call their 877 number and was told it could be several weeks before I get it and they have no way to know when it even if they'll get enough. They did make a note on my order to detail the store manager refusing to honor their deal. They said if he doesn't, to call them back. When I pre-order anything, it had always assured that I will get one launch day because I planned ahead of time. If best buy had more orders than potential stock they should have stopped taking preorders. Some people have been reporting being told the employees are only selling phones people with new contracts make numbers. Others are walking in with no preorders and walking out with a phone. All of the miscommunication and fuss had guaranteed one thing - I will never pre-order from them again.
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#549190 Review #549190 is a subjective opinion of poster.
Product
Best Buy Website

Bad Customer Service Review

Bestbuy is one of the place give bad service for customer
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Review
#494522 Review #494522 is a subjective opinion of poster.

Best Buy Mountain View Mobile Department Should Be Closed

I bought an AT&T Dell Streak stable phone along with a Geed Squad insurance policy on day one two years ago. Late July 2012 my phone has stopped working. After 2 and 1/2 hours, Paul a Geek Squad employee told me that my phone can not be fixed, he is not allowed to send it out to fix either because the model was discontinued, and only the Mobile Department Manager Mr. Harm can decide what to do in my case. He called and left message, left notes, and also sent email to Mr. Harm about the situation and told me that Mr. Harm will call me back the day after. 1 day, 2 days, and I heard nothing. I called Best Buy to find out Mr. Harm phone number and left him 2 messages. Then I again heard nothing from Mr. manager! I called Best Buy again and again, explained situation to people in Mobile and Geek Squad departments, and I received the same advises, " We will let him know and he will call you." And I kept waiting and waiting.. August 07 th 2012, I have to come to Best Buy Mountain View again from San Jose, during the time that I have learned Mr. Harm will be there. I got him this time in person at the Mobile Department. Mr. Harm wrote me a receipt for a service order, estimated my phone will be fixed around 08/19/12 and someone will call me after the service done. One week, two weeks, then three weeks gone by.. what the *** is going on here I asked myself.. and I have to call Best Buy again.. Nothing is new... Mobile people took my messages and told me Mr. HARM will call me soon! Geek Squad people told me they found no notes on my service order at all, Mr. HARM was just gone, and they assured that Mr. HARM will call me the day after!!! And again nothing is new.. that Mr. HARM NEVER CALLED ME BACK !!! Tonight 3:45 am of 09/03/2012 I have no phone to use more than a month.. but more important I don't know what the *** is going on with my Dell Streak Stable Phone.. When I can see it again.. What the *** is going on at Best Buy Mountain View.. What the *** is going on with Mr. HARM.. I am lost! Best Buy doesn't have a solution to my cheap little phone after more than a month? If they can not fix it why not replace it? If it is a discontinued model then a refurbished would work? an equivalent function devices would be okay? A similar amount of money would work? The Monthly Geek Squad Insurance still Withdrawed my money automatically as of now - I am lost! BEST BUY MOUNTAIN VIEW - THE MOBILE MANAGER MR. HARM: WHAT KIND OF BUSINESS YOU ARE IN? My Service Order: 01045-973055877; Made 08/07/2012; Best Buy Mountain View/Mobile.
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Review
#343152 Review #343152 is a subjective opinion of poster.
Loss
$110

Best Buy - Customer Service

I am a typical consumer electronics shopper who never buys the extended warranty. Figure if it breaks I will just buy a new one. Well this Christmas my son bought an Ipod at BBY and to my disappointment he bought the BBY 1yr service plan. Well just this last week he broke his Ipod. I was pleasantly surprised when we went to BBY. They immediately replaced it with a new one off the shelf - no questions asked. I was very impressed with their customer service and commitment to my sons satisfaction. I learned an important lesson here and I profess that BBY DOES HAVE GOOD CUSTOMER SERVICE.
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4 comments
Patrick
#463317

I agree with Darren. a typical consumer is usually a typical ***.

Anonymous
#463128

I love when people say they won't buy the protection and they rather buy a new item instead. So if the Protection is $20 and a new one is $200....you would rather spend $200? Basic economics...no brainer...

Patrick
#459437

a happy customer on this site that doesn't whine like a little baby? well that's 1 out of every 100.

Anonymous
#458924

You get what you pay for... fair enough

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Review
#308577 Review #308577 is a subjective opinion of poster.

Customer Service | Best Buy review from San Jose, California

Absolute WORST customer service I have ever experienced. Some rude woman with a southern drawl I could barely understand didn't want any questions. Just told me it was $150.00 to LOOK at my computer with no guarantees! WTF??? Yea, right! I told her I was a first time caller and she asked me for my phone number. I gave it to her and she said they didn't have me on file. No kidding? It was the first time I have called Geek Squad. Of course they don't have me on file. If customer service is that dumb, I hate to see what the techs are like!
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4 comments
Anonymous
#387847

Hey Geek Squad employees.....I'm talking about the customer service!

Anonymous
#387841

You are as Dumb as the people at Geek squad "So sad"

Anonymous
#387837

What a baby. People don't work for free.

Next time you go to the doctor's office, make sure to demand they diagnose you for free. See how far that gets you.

Anonymous
#387475

No companies diagnoses a computer for free. They all have a diagnostic fee of some sort. Get over it.

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Review
#279903 Review #279903 is a subjective opinion of poster.
Loss
$500

Santa Clause | Best Buy review from San Jose, California

The Best Buy Santa Clause commercials are not funny and an afront to all who like Santa, it should be taken off the air in my opinion, why would anybody want to make Santa look like a fool on national T.V. I will not buy at Best Buy again becouse you are not what Christmas is all about. For you it is all about money, for some it is more about Christmas spirit. I know my small amount of money will not affect you but if more read this email maybe that will be a start!!!! Lance R. San jose CA.
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14 comments
Anonymous
#394429

Celebrating the birth of Christ is the true meaning of Christmas. Has man distorted the meaning through the years?

I don’t think so, even with all the glamour and glitter. Christmas is still about celebration and giving. And if I can give my nine year old son joy by him believing in Santa Clause, then after our Amen, it’s off to bed to do battle with sleep while waiting for dusk and the joy of giving.

The only issue I have is trying to answer him when he asked “Why are those people being mean to Santa?” I tell him they are mad at him because they got the coal last year, looks like coal again this year. Merry Christmas Best Buy, I never shop there anyway, too pricy, too rude.

Anonymous
#393992

yal are all ridiculous like seriously get a life or something if you dont find the commercials hilarious then your just right down ignorent and honestly not buying something at a store just because of a commercial. seriously grow up or stop writing your ridiculous thoughts on this cause honestly its a commercial GET THE HECK OVER IT !!!!!!!!!!!!!

Anonymous
#393340

Wow i loved shopping at Best Buy compared to Home Depot and Gateway .. but with the Santa commercials Wow sad .. no more Best Buy for me so take your reward points and shove it were the moon dont shine

Anonymous
#391980

I agree. .

. these commercials are in bad taste. I was gonna go to Best Buy and purchase some wireless headphones for my daughter.

Not anymore! I will find them elsewhere!!!!!

Anonymous
#391369

Jesus is the reason for the season, NOT the jolly fat guy in a red suit. If you can't explain that much to your kids, then you've got bigger problens than where to drop some coin for the holidays. SERIOUSLY!

Anonymous
#390830

I think best buy went too far and personally they will not be getting any of my money any more. My sons computer was purchased elsewhere. Companies need to be more responsible for their actions, why should parents have to worry about best buy ruining Christmas for their kids

Anonymous
#389080

This is an e-mail I just sent to Best Buy. I don't even like to shop, don't watch much TV, nor do I patronize this store to begin with, but I find the commercials fundamentally disturbing.

Anyone that likes the commercials or criticizes someone who is disturbed by them truly does not get what Christmas is all about.

My message was as follows: "I don't really buy anything from your store, so you probably aren't going to lose any business, but in the spirit of glad tidings to all goodwill towards men, do your television commercials really have to be disrespectful towards Santa? It is really about who has the better stuff, or the respect and dignity we extend towards our fellow human beings?"

Anonymous
#389064

Dissing Santa?? Shame on you. Wont be shopping at Best Buy again.

Anonymous
#388753

To the person who said, "Get a hobby or something. Find something bigger to worry about than crying over a *** commercial, get over it.

First, there's no need to be insulting.

Second, just because somebody spent five minutes criticizing a commercial doesn't mean he or she doesn't worry about something more meaningful. I personally spend several hours a week doing volunteer work, and I've written a few short posts here and there about the commercial. So what?

It's not like everybody needs to spend every hour of every day trying to save the world. How much time to do you spend doing volunteer work or fighting for a cause?

Anonymous
#388042

Get a hobby or something. Find something bigger to worry about than crying over a *** commercial, get over it.

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Review
#278637 Review #278637 is a subjective opinion of poster.

Best Buys Screwed Up And scratched and Gouged my Laptop Top

I bought a lap top from Best Buys. It was about 6 months old at that time. They scratched and gouged the top while working on it. They sent it off to replace the top. When they did they sent it back with a broke latch. So I again had them look at it. They again scratched the top. Now it has a broke latch and a scratched top. So they sent it back. Best Buys from Bowling Green, KY called me to let me know it was in again. Now mind you I have to drive 1 hour and about 1 and 15 mins out of my way to get there. I asked over the phone it it was scratched they said no. So I brought my mom for the drive thinking I was running the store then back out. She is on oxygen but the drive was a good thing to get her out. After I got to the store the same top was still on the computer and still scratched and the latch still sticky. Now they refuse to fix it. They say they don't fix cosmetic problems. I called a Tina, (no one gives me last names) at phone number 612-292-0117 She said she would get it fixed, the next day Best Buys from Bowling Green calls me to tell me my computer is back in. After asking to speak to a manager, named Jody, he said he looked at it and it had no scratches. I drilled him for over 15 minutes he said it had some minor scratches. And they didn't repair those. I bought it new had NO scratches on it. Let a lone gouges on it. They were made by Best Buy, they admitted it on paper and now refuse to fix them.
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#178070 Review #178070 is a subjective opinion of poster.

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Best Buy misrepresented their credit line conditions to the consumer

My husband and I purchased 2 televisions, 1 blue ray video player, and 2 Nanos for my children under their credit line available at the time of purchase. We were told that it was zero interest for one year and no min. payments required. We had the money available to pay in cash but decided to take advantage of this promotion. The same day we made this large purchase someone that I knew from my daughters school made a large purchase and used the same promotion to make the purchase. The next month to my surprise we received a bill from Best Buy to make a min. payment. When we contacted the store the manager explained that there nothing he could do and we had to contact their credit department which of course they were not interested in helping us with this issue. I contacted the other person from my daughters school and the same thing happen to them. In the process of trying to get someone from the company to talk to we ended up being late on our payment. No one contacted us personaly and sent a gerenal e-mail stating there was nothing that could be done. So this purchase ended up costing us more than orginaly thought and I am so sorry that I ever went to a company that choose to cheat their customers. Be aware of this company's credit offer and in turn anything else they may offer their customer. I ended up paying the account off with the additional late charge and I never want to purchase another item from this company.
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5 comments
Everett
#116126

This is a rather interesting situation. Purchasing that much stuff would lead me to believe that you were at $1,000 or more.

When were you planning on making a payment? All at once in the 11th-month? I guess I cannot question your financial situation, however, if you were indeed told that there was no minimum payment (which is hard to believe, all our employees must take the course on credit and it states there is one) then you we misinformed. HOWEVER, the minimum payment is $10 OR 1% of the purchase price, whichever is greater.

The maximum available credit limit is $5000 (last-time I took the course, but credit laws are changing, there will be another one). Meaning that you were unable to make a payment of $10-$50? This is suspicious, I'm sorry. I understand if they misinformed you, but when you sign on the paper it states: Customer has read and agreed to all terms and conditions.

Regardless of what they tell you, it's still a customer's responsibility to read the literature they're given. I apologize again, best of luck.

Anonymous
#99248

As far as any misrepresentation on the terms of a financing agreement...GOOD LUCK! :p

All of the financing options at Best Buy require a minimum monthly payment.

Always read the agreement and ask any questions BEFORE you sign! Failure of you to have an understanding of the terms isn't a defense.

Anonymous
#99244

If you can't afford it, or don't want to have a big TV delivered, the best thing to do is have the unit tested/inspected in the store for hidden damage due to shipping. I don't know of any retailer who would refuse to do this for a customer.

Delivery is always your best option, because it insures you have a connection to someone who is responsible for getting the product to you in NEW condition, and without damage; or else the retailer replaces it on their dime.

In your case, the best thing would be to continue to ask for assistance from the store, the corporate office AND Sony.

Even though they didn't deliver your TV, many times the mnufacturer will care enough about their name to go to bat for you with a retailer to settle things in the consumer's favor. In any event, I'm sure it's just a matter of timing and available product before your situaation is taken care of.

Anonymous
#98680

"in the process of trying to get someone from the company to talk to we ended up being late on our payment."

apparently it is the retailer's job to get you to make payments too? you were mis-sold on something, but that doesnt put your credit in their hands. be responsible for yourself.

Anonymous
#98166

This is amazing that this happened to you because believe it or not I had a terrible experience at Best Buy today as well.

On christmas eve, I read about this deal that best buy was giving on a Sony 40" LCD + Song BluRay Player + Sony 5.1 Surround Sound System for an amazing price of almost $1,300! I wanted to buy it right away so I called and the stores were closed so I call the 24 hour service and the systems were down so I had to wait until the 8AM on the 26th when the store who has the package deal opens. Well what I did was actually leave my place at 7:45AM Saturday morning and got out to this best buy and right away found the package and yes it was their last one. The full package was their last one because they had only one box of the theater system left but there were still tv's and bluray players. It was an amazing feeling at the store to get this deal that not many other stores even had because of one part of the package already sold out. I noticed that the sound system box had some damage on it and the sales associated made a joke about how these packages are treated when they are being shipped but that this units are packed up really well. We paid for the units and even set up that best buy rewards program and we got a free $10 gift card since our total came up to almost $1800 which we also put on our Best Buy Credit Card to take advantage of their 0% special financing.

We took the packages home and surprised the *** out of our parents and I slowly went into the process of setting up the surround sound system with all the wirings and speaker set ups on the walls. It takes a bit of time for all the measuring and hiding of those monster cables that I also had bought ( I really don't like the cables what come with the speakers, too tiny and cheap looking with no shielding of any kind). Now if someone takes as much time and dedication in setting up their surround sound as I do, they understand the amount of time it takes to make sure the speakers are at the right height/distance/volume before anything else.

After dinner I was finally ready for the LCD TV. We took it out of the book and put it on it's stand very carefull and I screwed in the screws to hold the stand in place. I put the tv in my mother's amoir and plugged it all up. My family was very excited to see how everything looks because this LCD is not only 1080p but also has 240Hz which makes the picture just outstanding to see.

Well guess what... we turned it on and saw a HUGE crack looking colors everywhere sort of thing and right away turned it off and inspected the tv. There were NO marks on the screen of the tv except for a little scratch near the middle towards the top of the tv. When turn it back on and there it was... a HUGE crack on the inside with NO marks on the outside. Right away I called Best Buy and spoke to a lady and she told me to bring it back in. It was 9:30pm and at this time I was very tired and I told her that if I am coming back in now that I want another tv (same one) or something extremely similar, nothing less. My brother helped me pack up the tv in it's box (showed no damage on the box at all) and we right away put the tv into the car and left for best buy. We literally got there at 9:58 and I parked the car outside. Went inside and I told another girl that I was here for my problem with the tv. She knew the story so she went to check with a salesperson on another tv that was similar because she said that they don't have anymore units of that model. While waiting we decided to just walk around and look at the tvs on display to see if I can find the one that we bought. Eventually I did and saw a box sitting there all by itself. Right away I went to find the girl and I asked her about this box and the salesperson with her came and looked and said that yes that is our tv. NOW at this point after what had happened I asked the salesperson if he could plug in the tv just so that we can check to make sure that there is nothing wrong with it. After he opened the box and removed the tv out of the box, he was about to plug it in and turn it on when this other man walked up to me. He asked me what had happened to the original tv and I had explained to him my whole day. He flat out told me that he is not returning the tv. I had asked him why and he said that there is no damage on the box. I told him that of course there is no damage on the box and that there is NO damage on the tv except for a small scratch which is not close to the location of the huge crack. This was apparently the sales manager which I found out later on when I asked him who he was because I wanted to talk to someone higher than he is and that was the general manage who was not in. He continued to tell me that he will not exchange the broken tv the store sold to me and that we are not getting our money back either. I kept asking him that this does not make any sense that why is this happening to us. At this point it was approaching 10:30 and the sales manager gave me one option of leaving the store with my broken tv or he will call the local police. I told him to call the police because I am not afraid at all, I was not there to cause any problems and that store was the one who sold me a broken tv. He did call the police on us and I had called my older brother who was listening in on the whole conversation over my cell phone and he had told me to leave and to see if corporate will be willing to help since this sales manager was being completely rude and inconsiderate towards customers who don't spend a couple of dollars at the store but nearly $1,800. So they wrapped up our broken tv and brought it outside which at that time the police had shown up as we got to my car (which was parked right outside the doors of the store). The sales manager told the police officer that there is no problem anymore that we were leaving. At that moment my brother made a comment to the officer asking what is the law regarding a store selling a broken tv? He didn't hear him correctly so he walked up to us and asked what was it he had said so I explained to him very briefly what our situation was. I explained that we were not there to cause a problem but that this manager was being very rude to us and being completely inconsiderate to how upset we were for spending this much money for a gift for my parents and how upset we were that our first LCD tv was broken. The office told me that he has had problems which this store too and that he had stopped shopping there all together. He felt really terrible about what my brother and I just went through there but that when a manager says to leave the store that we really have to leave the store.

We got into our car and we drove home very shocked and upset that out of all places this happened at was Best Buy... we got home at nearly 11pm and explained what happened to our parents who then were in shock as well.

I really don't know what to do at this point, I am going to call corporate but I don't know how should I even go about getting this issue solved. I have never felt this cheated before in my left and it really hurts that our present to our parents was broken and I never even thought about check it at the store before buying it. My emotions got the best of me but now I know that if I am to ever buy something from a store to make sure that product works properly. Yes I did actually go and check out the BluRay player and surround sound system to make sure that they worked.

So now it is nearly 2AM and I have this broken 40" LCD TV in my garage and not sure what course should we take now. I know that we didn't pay almost $1800 for just a bluray player and a surround sound system by Sony.

Any help would be greatly appreciated.

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#165676 Review #165676 is a subjective opinion of poster.
Service
Best Buy Manager