Geek Squad - Best Buy

unknown

Visited store in Bel Air, MD to look for a big screen television. The salesman, Andrew, was courteous, helpful and knowledgeable and I decided to purchase a Samsung Smart television. Salesman stated that delivery time was between 7 a.m. and 7 p.m. I explained that i just needed a phone call an hour in advance of delivery so that I could get home to receive the television and have the old one hauled away. My instructions were to call both the house and my workplace as I was not going to wait at home for 12 hours and miss a day of work. Andrew said that he would note that and took both of my phone numbers. This point was made very clear by me and I heard no protest from the salesman. The following Monday at 9:10 a.m., the delivery company called my house while I was at work, and stated that they were there, waited 15 minutes and left. I called the delivery company at 9:45 a.m. and explained that this delivery did not proceed in the manner that I had discussed with the salesman - and which he had agreed (i.e. they should have called my work number as well - 1 hour in advance of their arrival). The delivery company representative's reaction was one of ambivalence. I told the rep. that I was considering cancelling my order. At 10:45, Mary from the delivery company called. She apologized for the mistake and asked if it would be okay if she scheduled me for Wednesday or Thursday of the same week - with the 1 hour in advance phone call. I agreed to give Best Buy another chance based upon the words and commitment of Mary as she attempted to resolve my issue. By Thursday, I had received no phone calls nor deliveries despite my conversation with Mary on Monday. On Thursday afternoon, I went to the store to speak to the manager about these events - and was told that there was no delivery order on record with shipping company (thanks, Mary!). So, the manager, Michele D., met with me, left to talk to the shipping company and returned about 15 minutes later. She asked me to give them one more chance. Michele stated that the delivery company would call me that evening and give me a 2 hour window for delivery on Friday. I asked for money off of the price - after setting aside 3 days that week for this delivery to only be disappointed. Michele agreed to take off $50 and I agreed to give Best Buy one last chance. By Friday morning, there had been no phone call and I had had it with Best Buy. I called and asked to speak to the manager. Woman who answered took my name and attempted to locate Michele. She returned to the phone and curtly stated, "Michele is busy, you'll have to call back later." The tone was rude and hostile towards me. Michele, however, did call me back within 5 minutes. We mutually agreed to cancel my order - and Michele told me that she would take care of that for me so that I would not have to return to the store. I was grateful for that one, small, positive gesture from this company. Of course, I am still waiting for the refund to post on my credit card yet, so I should withhold judgement on even that compliment. So, in a nutshell, the Best Buy in Bel Air, Maryland does not have its act together. As an organization, Best Buy does not honor the commitments that it makes to the customer, seems completely powerless when it comes to working with their shipping company and ultimately cannot guarantee delivery of their products. Lastly, while I appreciated the manager's attempt to get the television to me, there was no other concrete effort at service recovery made. She was glad to be rid of me and cancel the order - when a good manager should have offered something tangible as a token or gesture of apology (gift card, for example). After all, I made myself available 4 days this week for a television delivery that never happened - due to this company's inability to follow an agreement made with me...and she personally asked for 1 more chance and could not come through for me. I will never again shop at Best Buy and would urge others to consider alternative stores. They simply do not deserve your time nor your hard earned money. In closing, I drove to a local Target on Friday (the day that I cancelled with Best Buy), found the same television, had them price match it, purchased, brought it home myself and installed it that evening. And at the end of the day, I was kicking myself for ever doing business with this big box store which is severely lacking in customer service (or caring for the customer, for that matter).

I bought televisions from there, but never appliances. It was kind of bad. It was busy when I was there. They did not have enough good salesmen around. They had a bunch of kids that don't know anything. I had to wait a lot.

THE SERVICE WAS EXCELLENT. WHEN THEY WERE HERE, THEY WERE PROFESSIONAL AND COURTEOUS. THEY STAYED WITHIN THE PRICE RANGE THAT I WAS QUOTED ONCE THEY GOT TO LOOK AT IT.

THEY DID A GOOD JOB. IT WAS A FAIRLY GOOD COMPANY. THEIR QUALITY OF WORK IS EXCELLENT. THEY SAID THAT THE REFRIGERATOR IS SUPPOSE TO LAST ABOUT TEN TO FIFTEEN YEARS AND TO ME THAT SOUNDS RIGHT.

THEY WERE ON TIME. THEY ARE THE ONLY COMPANY THAT WOULD COME OUT TO MY HOUSE TO FIX IT. THEY WERE NICE AND EXPLAINED WHAT THEY WERE DOING AND WHAT IT TOOK TO FIX IT. EVERYTHING WENT VERY WELL AND THE COMPUTER IS WORKING JUST FINE NOW.

AFTER 2 WEEKS I CALLED FOR THE COMPUTER AND WAS TOLD IT WAS READY. WENT TO STORE TO PICK IT UP TO FIND OUT THAT COMPUTER HAD NOT EVEN BEEN LOOKED AT YET. THEN HAD TO GO BACK HOME TO BRING IN ALL BACK UP MATERIAL. TOOK ANOTHER 2 WEEKS TO GET THE COMPUTER BACK.

THEY CLEANED THE COMPUTER AND HAD TO REPLACE A FEW PARTS ON THE MOTHERBOARD. THE COMPUTER RUNS MUCH BETTER NOW AND FASTER. THEY EXPLAINED WHAT WAS WRONG AND WHAT TO DO SO THIS DOESN'T HAPPENED AGAIN. WE WERE VERY PLEASED WITH THE END RESULTS. THIS IS THE ONLY PLACE THAT WILL FIX OUR COMPUTERS.

WE WERE VERY PLEASED WITH THE SALES PERSON'S KNOWLEDGE OF THE SYSTEMS WE LOOKED AT. THE PRICE WAS A LITTLE HIGH BUT VERY COMPETITIVE WITH OTHER DEALERS.

unknown

I WAS VERY PLEASED WITH BEST BUY'S WORK. THEY GAVE US THE NEXT DAY DELIVERY. THEY SAID THEY WOULD BE AT OUR HOME BETWEEN 12:30 AND 2:30 AND THEY PULLED UP AT 12:40. THEY WERE POLITE AND VERY FAST.

WE PURCHASED OUR REFRIGERATOR FROM THIS STORE AND IT WAS STILL UNDER WARRANTY. THEY CAME ONCE TO FIX IT AND NEEDED A PART. EVEN THOUGH THEY HAD TO COME BACK A SECOND TIME, ALL WE HAD TO PAY FOR WAS THE PART. SERVICE WAS COVERED.

BEST BUY IS A GREAT COMPANY TO BUY ELECTRONIC EQUIPMENT WITH WARRANTIES. KNOWLEDGEABLE SALES ASSOCIATES, FRIENDLY AND FAST SERVICE. CLEAN STORE AND PLENTY IN-STOCK ITEMS.

THEY DID A FANTASTIC JOB, EVEN THOUGH IT WAS VERY DIFFICULT TO GET AN APPOINTMENT TIME SINCE THEY WERE SO BOOKED. THEY CALLED US WHEN THEY HAD THE TIME, WHICH WAS SEVERAL DAYS AFTER THE SYSTEM WAS BOUGHT, AND THEY INSTALLED IT WITHIN A COUPLE HOURS.

THE TELEVISION WAS REPAIRED VERY SATISFACTORILY. I DID HAVE TO WAIT FOR FOUR WEEKS BECAUSE THE PART WAS NOT AVAILABLE. IT HAD TO BE ORDERED FROM THE FACTORY.

THEY DID A VERY NICE JOB ON THE UNIT. WE WERE A LITTLE UPSET IN REGARDS TO THE LACK OF COMMUNICATION. WE WERE SUPPOSED TO BE INFORMED BEFORE ANY LARGE REPAIRS WERE MADE SO WE COULD RETRIEVE DATA. WE WERE NOT, AND SUBSEQUENTLY LOST ALL OF OUR DATA ON THE HARD DRIVE. THEY DID HOWEVER TELL US THAT THEY COULD RE-COVER THAT DATA OFF OF THE OLD HARD DRIVE FOR AN ADDITIONAL FEE.

WE WERE VERY PLEASED WITH OUR PURCHASES FROM BEST BUY. WE WERE ABLE TO ALTER OUR DELIVERY DATES SEVERAL TIMES WITHOUT DIFFICULTY. WHEN THE ITEMS WERE DELIVERED, THE DELIVERY TEAM WAS EXCELLENT.

ON SUNDAY, JULY 25, 2004, MY HUSBAND AND I PURCHASED A REFRIGERATOR AT BEST BUY #296. AT THE TIME, WE WERE TOLD THAT DELIVERY WAS SCHEDULED FOR TUESDAY, JULY 27, 2004 AND THAT A REPRESENTATIVE FROM THE WAREHOUSE WOULD CALL THE DAY PRIOR TO DELIVERY TO CONFIRM THE TIME. AS OF 7:00 P.M. MONDAY EVENING, I HAD NOT RECEIVED A CALL EVEN THOUGH I PROVIDED BOTH MY HOME AND OFFICE NUMBER. NOW THE NIGHTMARE BEGINS. AT 7:27 P.M. MONDAY EVENING, I CALLED THE BEL AIR STORE. FOR THIRTY MINUTES I WAS BOUNCED BETWEEN THE APPLIANCE DEPARTMENT AND CUSTOMER SERVICE. EACH TIME, THREE IN TOTAL, I WAS CONNECTED BACK TO CUSTOMER SERVICE THE PERSON I SPOKE WITH JUST TRANSFERRED ME BACK TO THE APPLIANCE DEPARTMENT. NO ONE IN THAT AREA ANSWERED THE PHONE. FINALLY, THE CALL WAS DISCONNECTED. I ASSUME THAT IT MAY HAVE BEEN BECAUSE I WAS IN THE LOOP TOO LONG. I CALLED BACK A SECOND TIME AND ASKED TO SPEAK WITH A MANAGER. I WAITED ON HOLD FOR 5 MINUTES AND THEN THE PHONE WAS AGAIN DISCONNECTED.