So Much More Than A Mom » Best Buy

It's A Freakin' Miracle

Cyndi — Sun, 25 Jan 2009 04:04:28 +0000

“Miracles are like meatballs, because nobody can exactly agree on what they are made of, where they come from, or how often they should appear.”— Lemony Snicket

I have my computer back from The Evil Empire!!!

Apparently they actually do care about Better Business Bureau complaints (or they were just sick of dealing with me). I got a phone call from them about the complaint, with an offer of a $50 gift card and assurances that I would have my computer back on Friday morning. Of course, it turned out to be Friday afternoon, because they are incapable of living up to any promise they make.

But still, I have my computer back!!!

So far, it works fine. Of course, they didn’t restore everything they said they were going to, but they did get most of it, and everything else we pretty much had on disk.

So….hopefully I won’t feel compelled to write any more posts about Best Buy (crossing my fingers, knocking on wood, etc.).

Thanks for stopping by!

Throwing In The Towel

Cyndi — Thu, 22 Jan 2009 21:25:40 +0000

“To insure an exceptional customer service experience, your call may be monitored or recorded for quality or training purposes.” – Recorded Message While On Hold With 1-888-BestBuy

I officially give up.

After being assured that our 2 month old computer was fixed (new power supply, motherboard & CPU) and all data loaded, guess what. Not so much.

It arrived back at our local Best Buy store completely blank. No operating system. Nothing. For some inexplicable reason, it will take them 5 days to load everything back onto the computer.

No one can explain why. No one gives a crap. No one will even give out their last name. One of the “Consumer Relations” representatives I spoke with last night said, “I don’t understand why you’re calling us.”.

So….I give up. I guess we’ll get the computer back, whenever they are good and ready to return it to us, in whatever condition they choose. I’m so glad we got that extended warranty.

Thanks for stopping by!

Best Buy…..AGAIN

Cyndi — Mon, 19 Jan 2009 17:17:36 +0000

“I received a response back from them this morning and they are still working on the unit. A request was sent over to the technician assigned to your computer to expedite the repair. I will do my best to keep you updated. As for a contact at Geek Squad City, we unfortunately do not have one that we can give out to customers.”
- Most Recent E-mail Received From Best Buy “Consumer Relations”

I don’t really know what to say anymore.

Best Buy is refusing to replace my computer saying that because they did not assign a new case number to each incident, it is still considered to be the FIRST repair attempt. In fact, this is the FIFTH repair attempt.

They are refusing to honor their own extended warranty based on this technicality. How convenient.

Thank goodness they have asked the “technician” assigned to my computer to expedite the repair!

How ridiculous that they can claim to be all about the customer but then refuse to give any useful information or assistance.

I’m not the only one. Check out this horrific ordeal….“Best Buy” vs. Consumer Protection Blog.

ATTN: Brad Anderson, Best Buy CEO

Cyndi — Fri, 16 Jan 2009 16:45:52 +0000

“While the environment continues to be as challenging as we expected, consumers are being drawn to brands that they trust, and they are responding to our customer-centric model. In this light, we believe the market share gains we’ve been making will be sustained.” – Brad Anderson, Best Buy CEO

Mr. Anderson,

Since your corporate policy is to not give out any contact information for anyone within your company, I am forced to post this letter here.

I find it insulting that you consider your company to be customer-centric due to my completely unacceptable experience with your company.

I purchased a new computer along with a 2-year extended warranty from Best Buy in October 2008. In December 2008, it stopped working. It wouldn’t even power up. I took it back to the store where the Geek Squad said it needed a new power supply and that it would be ready the next morning at the latest. The next morning, they had successfully installed the new power supply but were still running the 3 hour diagnostics to determine if anything else was wrong and said they would call me when it was ready. At 2pm, I still hadn’t received a phone call so I went to the store. My computer was just sitting there. The diagnostics did not indicate any additional problems and no one bothered to explain why they didn’t call me.

When I got home, the network driver had been removed from my computer and therefore, I was unable to connect to the internet. I took it back to the store where I waited for 2 hours for the Geek Squad to attempt to figure out what happened to the network driver and to reinstall it. They were not successful. They informed me that they would have to ship my computer to Kentucky via UPS 2-day air on December 28th. I spoke with the store manager who refused to even consider exchanging it for a new one, even though it was only 2 months old and I had the extended warranty. He actually shrugged his shoulders and walked away saying there was nothing he could do.

For reasons no one I have spoken to has even attempted to explain, my computer actually sat in the store for another week and was not shipped to Kentucky until January 2, 2009.

Since it’s been in Kentucky, they have ordered two new motherboards, and now today, a new CPU. Both were working perfectly fine until the Geek Squad got their hands on it to replace the power supply.

The extended warranty states that Best Buy gets three chances to fix the computer before they are obligated to replace it. This is the FIFTH attempt to fix this computer and I am still being refused a replacement.

The customer service supervisor I am dealing with has refused three times to escalate my complaints to her manager. The only thing she has ever offered is a $50 gift card. Why would I ever want to buy anything from Best Buy ever again, even if it is with a gift card?

This is, by far, the absolute worst customer service I have ever experienced.

So Much More Than A Mom » Best Buy

It's A Freakin' Miracle

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