Geek Squad - Best Buy

This is a customer service review (below) with the hope that Best Buy monitors these reviews. For Angie's List consumers: My learning experience is this: If you shop from Best Buy, purchase your product(s) online with the option of picking it up in the store to ensure you get the discounted prices available on their company website without any hassle. Or, if you buy in-store, send yourself a link to the web page that shows the sale price, because, apparently, it's up to you to prove that bestbuy.com has the item(s) you want on sale. For Best Buy- As most people now do, I did some research of the product online prior to making a purchase. I visited Bestbuy.com to narrow down my decision to the Apple Extreme 2TB time capsule, which has a typical retail value of $299.99. I noticed that all the Apple hard drive products on bestbuy.com were on sale, but still had a couple questions, so I decided to go to the store in person to make the purchase. I was met by a salesman who answered my final questions (with very little professionalism, but he was a young guy, so I cut him some slack, and leaned on my own online research to make a decision), and I proceeded to make the purchase. I mentioned to the sales rep, that I was online and saw that these particular Apple products were on sale. I asked if he would match the price, and told him that I thought it was at least a $10 price discount (I should have come prepared with full documentation of bestbuy.com pricing). He said "if you can show me that someone online has it on sale, I'll go ahead and match it." He said it in a manner that sounded like he didn't believe me. I told him that it was on bestbuy.com, and once again, he said "if you can show me that it's on sale, I'll match it." I was a bit annoyed that I had to jump on one of the Best Buy demo computers to search bestbuy.com in order to prove that it was on sale. Feeling a bit under pressure to prove that this item was on sale (while the sales rep watched me in silence) I had trouble finding the item. I said multiple times, that I was having trouble finding the item, and kept hinting for the sales rep to help me out, but he gave me the impression that he couldn't help me find a "competitive price" online, and it was totally up to me. After seeing me struggle to find it, he finally just said, "tell you what, I'll just go ahead and give you $10 off the price," and I proceeded to pay. He also reduced the total due by my $5.00 rewards certificate that I presented upon payment. So, he made the receipt look like he gave me a $15 price match. Not true, the $5 rewards certificate was a part of my payment toward the final balance, not a discount. As little of a detail as that is, it later complicated everything. When I got home, I checked the bestbuy.com website and found that it was on sale for $277. I returned to the store the next day (today) and customer service ran a price match for another $7.00 and said, we credited you down to the $277 price. Great. I left the store. Except, when I looked at the receipt, I realized that they still shorted me by $5.00, because their total price match was now at $17 ($10 from the night before + $7.00 from today) which still put my final purchase price at $282 ($299-$17). I went back in to make sure that they got it right. When I presented my issue to a separate customer service rep, the woman who helped me originally spoke up and said that she had already properly credited me. I tried to explain how the $5.00 rewards certificate was part of my final balance payment, not a part of the price match, but she said, that she had done it right. I got upset that I was having to prove myself to Best Buy once again. I was not upset about the $5, but really just tired of feeling like a con-artist by the company that I just dropped good money at. In frustration, (not angry) I said, "do the math guys, it's really simple. If you look this over a little later, you'll see that I'm right." They both looked like deer in the headlights, and were visibly upset. The male service rep then said, in frustration, "I'm too tired to care, and proceeded to give me a credit." I wanted to tell them to add up the total price matches and deduct from the $299 retail, so they could see that they still overcharged me, but as I started to talk, the rep said again, "I'm too tired to care, so I'm just giving you the $5 bucks." I shut up. As I was leaving I calmly told the rep that this would totally have been avoided if the sales rep had just looked up the sale price and did the correct price match to begin with. He clearly didn't care, as I was just a jerk in his eyes. He unenthusiastically said "yeah...the rep should probably look that up." So Best Buy GM and Customer Care- $299 retail price - $10 original price match - $7 next day price match - $5.00 "fine, we'll give it to you" price match = $277 (the sale price on your website that your sales rep should have given me in the first place). I paid the $277 with my $5.00 rewards credit (good as cash) and balance on my credit card. Like I told the service reps, it's simple. My fault for not knowing that I would have to fight for a price match that you offer on your website. Integrity is huge to me, so when I feel like mine is being questioned, it is really annoying. My integrity was questioned 2x by your team in less than 24hours. Customers shouldn't have to bare the burden of proof on sale prices offered by your company owned website, but if bestbuy.com really is your competitor, the sales reps should at least have the ability to pull up the sale price themselves and do the right thing for your customers. You just proved to me that your brick and mortar doesn't need to exist anymore. No need to go through this, when I can just order online and get the best price without the hassle and wasted time. Good learning experience for me. Hope it is for you too.

Cannot upgrade at present cost.

Everything went excellent. Their attitude it great. They help us out even though we are low tech, we understand because they explain well. They have never failed to resolve our problems. Their help is very comprehensive. We have been using them for two years and I will continue to renew with them.

THE WHOLE EXPERIENCE AT BUST BY IS OFFAL , I CALLED BEFORE I TOOK MY PC IN THEY TOLD ME IT WOULD TAKE 15 MINUTES TO RUN A SCAN IF THE SCAN FIXED IT THERE IS NO COST, BUT IF NOT THERE WOULD BE A COST. MINE TOOK 2 HOURS . WHEN YOU GET TO THE GEEK COUNTER NO ONE GREETS YOU , AND WHEN THEY FINALE Y DO THEY ARE WORKING WITH 2 OR 3 OTHER PEOPLE AT THE SAME TIME. THEY TOLD ME IT WOULD COST 200 + TO FIX AND I DECIDED TO BUY NEW ONE INSTEAD . I BOUGHT A MAC TOOK IT HOME AND NEVER GOT IT TO WORK THEY TOLD ME IT WAS MY ROOTER BOUGHT A NEW ONE STILL DID NOT WORK . I TOOK THE MAC PC BACK AND FORTH FROM THE STORE TO MY HOME 4 TIMES AND ON THE 4TH TIME I RETURNED IT. AND AFTER SITTING THERE THAT LONG ITS SEEMED TO ME THAT NO ONE GOT THE PC FIXED WITH THE 15 MINUTE SCAN . AND EVERY ONE SEEMED TO GET THE WHITE PIECE OF PAPER PUSHED AT THEM TO PURCHASE THERE SERVICE CONTRACT WITH THE GEEK SQUAD $199,299,399 AND THEY CAN THEN FIX YOUR COMPUTER. I WILL NOT GOT BACK THAT AS THE WORST EXPERIENCE I HAVE HAD IN STORE.

The laptop mouse wasn't working the way it should be. I arranged to have someone pick up the TV 1 week later. When the TV arrived it was only 60. The TV moves very slowly. They still have not fixed the situation 2 months later.