Geek Squad - Best Buy

It was a struggle, but they certainly worked hard to try to help me, nice folks really. There was an irate kid that arrived during my appointment, he had a rude attitude. The fellow behind the desk said that if the line cutter was going to be rude and pushy that he would not be served there. It was awkward and I tried my best to be polite. This evening I authorized an express replacement through my apple care plan. I like that there is a walk-in joint locally here, but it was a mess. I think Geek Squad is trying to focus on too many things, technologies, and appliances at once. But everyone who works there was very nice to me.

They didn't deliver when they were supposed to. I was having too many people work with me on the order rather than one point person. They were very nice about it, but I did not get my refrigerator on the day they said it would be delivered. Then the woman I bought the refrigerator from said they had a refrigerator, but it didn't have an icemaker. It was that kind of stuff. It was a little crazy, frankly.

We bought a dryer from Best Buy last year and purchased the extended protection. We had problems with it from the start. So they sent someone out to fix it three times. Each time it took several days fo the repair visit. Each time thay came first and looked at the unit and told us we would have to wait for the parts to be delivered and then they would schedule another repair visit which would then take another several days each time. Afterthe third visit, when it still was not working, I asked for a replacement telling them that clearly this was a lemon. They then told me that they would have to schedule a repair person to comeout and declare it a lemon, which took another several days. The man declared it a lemon and they said they would replace it which took another several days. All in all this took just under 4 months. During this time I was going to the laundercenter with wash for the six people who live in our home. They did reimburse me some of that money but couldn't get me back all that time of course not to mension the hours on the phone to try to resolve the issue. We had this second dryer for almost a year and it stopped working. I called Best Buy and they send the Geek Squad out to look at it. Once again he ordred a part. Once again we waited for the part. Once agin the part camein and we then had to wait for the next appointment. He came and replaced the part. After he left I tried to dry a load of laundry and it wouldn't dry. So I called them back..... Several days for an appointment, severals days for the part to come in and a few days for them to come back after that to fix it. It still did not work. So he said he had talk to his engineers to see what the next step was. Several days later they called and said that they would need to replace the dryer and that model is no longer being made. So we needed to go to Best Buy and choose a new dryer. We went to Best Buy and stood in the appliance section for 15 minutes before going to the front desk to have them find someone to wait on us. We chose a dryer in a few minutes and then it took them, I kid you not, An hour and a half to purchase it and get out of the store. We were in there for two hours! This was January tenth. then they tell us that the dryer is to be delivered on Tuesday, January 15. Which is 5 days from the day we bought it so we were not thrilled with that but we just wanted the dryer so we went with it. The delivery companyis a third party btw, not BB or GS. They gave us a delivery window between 2 and 6 and didnot come until 7:30. The man come to the door and he tells usthat the dryer was damaged on the truck and that they would have to schedule a new delivery date. I try to call BB too see when they can come back and they tell me to call the Geek Squad. I call GS and they tell me tht they are experiencing technical difficulties and to call back in an hour---this goes on for two days. In the meantime nobody has contacted us from BB to let me know when the new dryer is coming. I figured I would call the Springfield store to see if they could help us get some answers The best they could do, the manager tells me is Monday the 21of January. So they damage the dryer on the truck and for that we get punished for it and have to wait another week for the dryer. And he volunteers the information that neither Lowes nor Home Depot deliver the next day. I then had to give him the bad news---yes they do. And so does the mom and pop appliance store down the street from you btw. He also informed me that once BB sells the appliance it is no longer their responsibility. I asked if the delivery company was under contract with BB and he said "yes". So i told him "then I think BB is responsible for the dryer and it's delivery." I pleaded with them to deliver it soonto no avail. I sigh and accept the Monday delivery date bc I have clearly hit a wall. Jump to Saturday when i get an e-mail comfirming the delivery date of January 21. Fine. Jump to today Sundaywhen I get an e-mail confirmation date of Tuesday January 22. Wait...WHAT??? So, back on the phone where i talk a young lady who says she will look into it and get back to me....hold... hold....hold (Who picked this music anyway?) She gets back and tells me that she has cleared it up. The issue, she tells me, is that they scheduled an appliance install for us on Monday and the uninstall (Removing the old dryer) for Tuesday. What???? That didn't raise any red flags for anyone setting up this appointment???? So, she then tells me that they have combined the appointments----Wait for it----For Wednesday the 23 of January. What?!?!? I asked to speak with her supervisor who puts me on hold again for a long while (again with the grating music) only to come back and tellme there is nothing he can do. So here i sit with bags and bags of laundry around the house. (I did six loads at the launder center last night, thinking "Well, the dryer will be here in two days so I'll just do enough for a couple of days.") I can't even tell you that this will alll end on Wednesday because who knows if they will even come on Wednesday??? We were loyal Best Buy customers in the past but we have been treated like they no longer care about their customers. You would think it would mean more for their bottom line if they had better customer service. Good bye Best Buy.

After(1) complaining at the Springfield, PA store to both the manager and "Geek Squad"; (2) sending this letter and not receiving a response from any of the 7 recipients; (3) posting to Best Buy's Facebook page; and (4) calling Best Buy's corporate customer care, I have not received a satisfactory resolution. Best Buy holds firm that they will not stand behind the quality of any product for more than 30 days. The Toshiba Notebook had a 30 warranty and once November 4, 2010 arrived Best Buy refused to care for its customer. Apparently it was my fault for purchasing a computer from Best Buy knowing that they would only cover the integrity of its product for one month. Best Buy is unable to repair the Toshiba Notebook so Best Buy had to send the Notebook back to the manufacturer for 4 weeks. We have since refused to claim the Notebook and continue to ask Best Buy to refund our $493.97

We purchase a new washing machine from the store and the sales person said that we would recieve a message on Friday with a 2 hour window when the washing machine was delivered. Someone called on Friday night and said that the delivery would be between 1:00 and 3:00 on Saturday. I waited home from 12:30 to 5:00 pm and waited for the delivery. They never showed. I called the warehouse and said that someone was there at 12:00 and that they had returned to the warehouse. They never called back .. I had to call them.. I talked to a couple people on the phone and I was surprised about how happy they were to cancel my order. There was no one who tried to rectify the problem or take responsibility for this issue. The people I talked to seemed like this was a normal occurrence and were pretty used to being beat down by irate customers. I told the one person on the phone that I felt sorry for her if the company treats their employees as bad as they treat their customers. Anyways, this is my second really bad experience with best buy and I will not be doing business with them again. I will be going with a local appliance store who stands behind their merchandise, even if it costs me more money.. you get what you pay for I guess.

The disks were made successfully.

THEY WERE ON TIME, PUNCTUAL AND HELPFUL.

THE SALESMEN AT BEST BUY WERE VERY KNOWLEDGEABLE. ONE EMPLOYEE INFORMED ME SO WELL ABOUT ALL THE DIFFERENT TYPES OF WIDESCREEN TV'S. VERY HELPFUL!

SALESMAN WAS VERY HELPFUL IN PURCHASE. MY FREEZER HAD BROKEN AND I NEEDED ONE ASAP. SERVICE WAS FAST AND PROFESSIONAL. HE HAD ME OUT OF THE STORE WITHIN 45 MINUTES. PRICE WAS JUST WHAT I WAS LOOKING FOR.