Best Buy review: Unacceptable repair and customer service 53

HEY CHECK OUT WWW.CUMFIESTA.COM AND THEN BLOW IT OUT YOUR [censor]

I bought a LG washing machine and dryer from Best Buy and the washing machine has been nothing but trouble. The purchase came from the Athens, GA store. They have only one company that can service this product and it is at their convenice. The first appt. we were stood up. The 2nd and 3rd was on their time fram. Finally with know one showing up after 3 weeks. I had to get ugly and they finally got another company to come out. The first guy is lucky that I was not here and it was my husband. He did not know jack. The second guy knew more, he had to order a part. Then a third guy had to come and put it in. This was the first of Oct. and now it will not run again. I called the tech dept. and was nice with Paul that I spoke with because it was not his fault. BUT I plainly ask that he not wast my time and send the first company out because of what they had done at the beginning. Well guess who was to come this morning, yes your right, then they called and said that it would be between 3 and 7. Now this is the 3rd time that I have taken off work for this piece of crap and they don't care. I will never ever buy a appliance from Best Buy again, the service sucks. Everyone else should be careful also. I spent a lot of money for something I wish I could leave on their front door.

We have had nothing but trouble with a dishwasher order that started in March 2011. I will spare everyone the details on the 10 times it took to get installation scheduled by the salesperson who didn't seem to know what he was doing. The troubles really began on April 6th when the store claimed we had no installation appointment for the 8th. Once we got that worked out, the installer came out, spent 4 hours, charged us an extra $75 and made a trip to the hardware store because he didn't have the part he needed (why did I buy an installation kit)? The dishwasher leaked when run the first time. It took 5+ calls and 7 days to get someone out there. The first Geek Squad appointment (since when does the GS correct installation errors? Never, apparently, although that is where the store sent us) -was made for a WEdnesday at 2pm. My husband took off work, went home, only to find out they had come at noon as they supposedly had an "any time" appointment. Huh - glad we knew that. Also glad he tried so hard to call our cell phones. Friday, we get a call from a guy 5 hours away who has received the service ticket. He states they are having trouble with their new call center. Really? I hadn't noticed. He actually did help and got a local GS guy out within an hour. Poor GS guy walks in and says "installation, huh? nothing i can do about that". So, call number 542 is made to the store. The original installer comes back out on Saturday, only because I demanded it, and guess what - the motor has burned out because it's been 5 days and the machine couldn't be turned off in the interim. Installer takes it with him, Best Buy promises a new machine, but wait - the old one hasn't been checked into the warehouse yet. Promise a call on Monday. Fast forward to Wednesday. No call, so I go to the store and demand refund of all money paid to date. Assistant manager promises me that general manager will work on it and they will call me by 3pm. 3 pm - I call the store. GM is in a meeting and will call me back. 4:40 - I call the store and they transfer me to appliances, after i asked them not to and the guy in appliances asks me to call back because "he is new, can't help me, and doens't know how to transfer a call back." yes, I am not making this up, folks. I finally said "can no one go to the meeting and get the GM out?". Oh yeah, that is a possibility, apparently. But, not so soon - GM can't really come talk to me, but will call me back (yeah, right, heard that one before.) it's now 5:20 and I'm waiting for my call. If I have to go to the store tomorrow to get this resolved, it will not be pretty. Thankfully I don't have to drive 75 miles like others, but still - there is absolutely no respect for my time. I will join those class action suits - just tell me how and where. I have spent thousands over the past 4 years in appliances and cameras and will never set foot in Best Buy again if this is how they treat their customers.

I bought a service plan for my computer at the time of purchase from Best Buy. When my computer crashed I took it in to the service center in Gilbert Arizona. I was notified a week later that they would be unable to fix it and they needed to send it to the service center in Chino California. After several weeks it came back, but the computer was still dead.They sent it out again to Chino Ca, this time with the boot disks. They supposedly replaced everything on the computer and sent it back again. Completely dead.

The Best Buy service center said that they sent it out to Chino Ca. again and this time they sent out an email to the technician and told them to junk it out so that I could finally get another computer after two and 1/2 months. They said they would take care of it this time. I just spoke to the store and they have gutted the computer for Third time and replaced everything again and supposedly and it will be here in a week. The Chino Ca. service center refuses to junk it out. Why would I ever want it back again. It is a lemon. They say it has to go into the service center in Chino Ca. four times before they will do anything. That is a minimum of 3 1/2 months if it is sent in back to back.

The Best Buy Service Center is a rip off. Do not spend your money here. Don't bother to leave a message for the Geek Squad. They are running with minimum staff and they will never call you back, ever. I will tell you that this service center is completely incompetent. After 2 1/2 months I still do not have a computer or see any end to this ordeal. This was a work computer. I had to buy another computer just to stay in buisness.

Dear Sir/Madam,

I would like to complain about the poor service and very bad attitude as well as lack of customer service performance of the Geek Squad personnel at the Best Buy Golf Mill Store located at 9530 Greenwood, Niles, IL.

Three weeks ago I had taken my computer which I had purchased at Best Buy originally to the Geek Squad for advise and was told to absolutely get it repaired because it was a top of the line computer and not buy a new one as I intended.

After the lack of communication on their part on what the operating disk for the computer was and several useless trips where individuals did not know what the operating disk was, I was advised to contact HP for a operating disk copy. Unfortunately, when I contacted HP, I was told the real truth that the computer was obsolete and that an operating disk was not available contrary to the Geek Squad guy (as indicated earlier) who originally took my order and said I should absolutely not buy a new computer and that my computer was top of the line. Unfortunately, this individual's remarks resulted in my repairing rather than buying a computer and reminded me of going to the service area at your local gas station in the old days and being ripped up for service costs rather than being at the reputable Best Buy Store that I was accustomed to in the past. As a result of this misleading information, I spent over $500 on repairs and software which I did not ultimately desire had I know that the computer was obsolete and would have bought a new computer with those funds.

To make things worst, the Geek Squad guys configured my memory wrong where I now had 250 gigs rather than 500 gigs as well as not updating the computer with the printer disk and back-up disk.

When, I took my computer back this Friday to get this corrected and load my printer disk and back-up disk (which the Geek Squad guys had also conveniently forgot to do despite me asking them to do originally as indicated), it was discovered that the mother board had gone bad and that I would have to spend another $300 to fix. Please note that the computer was working fine and powering up before I brought it to the store ironically enough.

Needless to say, I have decided to throw out the computer and take the loss of $500 spent originally.

When I asked Dan, the last kid (and I mean kid) who helped me at the store if he could give me a credit for past services considering my experience and loyalty to Best Buy, he coldly said he could not help me . Dan seemed like a cold fish with not even an apology for the lack of poor service and advise. Ultimately, I will never use your service again nor shop at Best Buy in the future due to this experience despite the fact that I have been a loyal customer of your store for the past 20 years spending probably over $50, 000 plus as evidenced by my Best Buy Silver Premium Card and wife Selma's Best Buy Card.

Best

Dzafer Kulenovic

My TV delivery was late with no phone call, to tell me they would be 2 hours late.

They are the absolute WORST in service! I've had my computer with them since 6.2.11 and it is now 7.8.11! Still dont have it back, technicians are horrible, supervisors dont exsist, and staff dont know a thing! This is now the second computer I purchased with them that doesnt work. (Fortunately I purchased insurance for it this time around) TAKE MY ADVICE...pay a little more and buy direct! This store sucks!

It all started took. My phone to get riperd ..there. was. Along line.been their 25 minutes. Then is finally my turn. And alady. Walks in and the man said. Ill. Be with. You in just. One sec.whether manager starts attending this lady. That just came in. ..I was pissed I went to find some help this Guy. Helped me and awas. On my. Way home. .My phone will. Background two weeks. OK...ice I came to pick. It up every thing. Was fine. Until. I left the store. Got home found. Out my SD. Card is not their. I go back to getit and they said there's nothing they can't do

Hello,

My name is Jorge Abadia, I have an issue regarding my Black Tie protection for my mobile phone.

Phone #: [protected]

Acct Name: Margarita Abadia

1.I bought 2 HTC Hero's from BestBuy in Duluth GA on 02/05/2010. Purchased Black Tie protection for both phones.
2.One HTC Hero, my wife's, was repaired/exchanged in January of 2011, with a new HTC Evo and new Black Tie protection purchased.
3.From February of 2011 to August 2011, I paid Black Tie protection for the new HTC Evo and BOTH Hero's. In August, I called 800-Geek Squad, and requested that they cancel the protection for the Hero that was no longer in use. They did and credited me the last 6 months, which I appreciate.
4.However, they ALSO CANCELED THE PROTECTION ON MY HTC HERO THAT I STILL USE.
5.I did not become aware of this until I took in my HTC Hero in for repair on Sunday, November 6th. I called on Monday, November 7th, and was told by a Black Tie Mobile agent that it was canceled in error, and that it would take 7-10 business days to reinstate.
6.I waited until Monday, November 21st to call for a followup, with the case # I was given. The agent was unable to locate the case, but notes indicated the reinstatement of my Black Tie protection was still "pending". I called again on Wednesday, November 23rd, and was told the same.
7.On Friday, November 25th, I called yet again, and was told the same "pending" status by an agent. I found this answer unsatisfactory, and was transferred to a supervisor, who then told me that the department that handled my issue was an entirely separate department, and that they were "backed up" 30 days. I found this answer even less satisfactory, and after requesting rather forcefully, was transferred to Corporate Customer Care, which is based right in Minneapolis, I was told.
8.I spoke to Joseph Helnicki(I believe) in CCC, who agreed with me that my entire ordeal was unacceptable, and agreed to take charge of this issue, and assured me of a contact within 24-48 hours with at least an update. He also offered to send me a gift card of $75 for my troubles thus far, which we both agreed was of little consequence unless my issue with the Black Tie protection was resolved to my satisfaction.
9.I waited until Thursday, December 1st, with no call from Joseph, and after over 45 minutes in various departments, spoke to another CCC agent, who was able to do nothing more for me than to send me to Joseph's voicemail.
10.Today, again, after waiting patiently another week, I placed a call to customer service. A Black Tie agent named Britney, who was pleasant enough, had me wait on hold while she communicated with a "supervisor" regarding my issue. After MORE THAN AN HOUR on the phone, all she was able to offer me was that my complaint would be forwarded again. While I was waiting for her to transfer me to CCC, the phone call dropped
11.I called again, FINALLY got to CCC, where a gentleman who's name I didn't write down initially took a very defensive tone - his first question to me was "well, are you willing to pay for the back months of service if we reinstate your coverage?" - finally told me that he would have to "partner" with Joseph on this, which for him apparently meant sending me to Joseph's voicemail AGAIN.

Now, I have tried to be patient, but at this point I am left with no other impression than Best Buy is PURPOSELY dragging their feet on this issue in order to not have replace my phone in the hopes that I will simply give in and buy a phone instead of having it replaced, a conclusion only strengthened by that fact that in my store visits for this issue as well as on the phone it's been brought up more than once that my account is elligible for an upgrade. I am aware of this, and I can assure you that the $600+ that I will spend on my three phones will NOT be spent at BestBuy if this issue is not resolved for me within the next 3 business days.

I apologize for taking a somewhat threatening tone, but I feel the actions and frankly attitudes of many of the reps that I have spoken with leave me with little choice. I am a loyal customer who buys most of his electronics from BestBuy precisely because I believed until this incident that your customer service was superior. However, that faith has been lost, and I have no problem taking my money elsewhere.

Please do not take this as an empty email. I will continue pursuing this until it is resolved to my satisfaction and will pursue every avenue at my disposal to do so.

Sincerely,

Jorge Abadia

Here's my comments that I posted on yahoo mail page today. This happened over a year ago, and it still p@@@es me off--

Best Buy sucks. The last time I went to one of their stores, I bought a computer and was on my way out the door when I was stopped by an employee. Aparently, the person who sold me the computer didn't charge me for "optional extras" (software which was still on the box. Aparently, they are/were charging the customers for this without him/her knowing about it) so I had to wait around for almost an hour and half before they got their s@@t straight. While I was their waiting, I expressed my displeasure of having to wait (my wife was late for work that day too) for over an hour for something that I already paid for. I even told them I didn't want the "extra software" and that I needed to get going. They basicly told me to shut up and just deal with the wait. They were very rude! I hope Best Buy gose under. The company does not value their customers, and their employees (who's jobs are obviously on the line) had bad attitudes. HAVE FUN GOING DOWN, BEST BUY. I won't miss you...

From the other responses on yahoo, it seems like no one is happy with BESY BUY!
Reply

I am disgusted with best buy. I asked for corporate and they never want to transfer me. I am done with them. I had this remote starter and car alarm issue for a year now. I asked the rep does the deal of the day remote starter work with my car. And I said I need an alarm with it. I finally get the items after a month. Like how do u mail half my order to my current address and the other half to my previous address. Had to wait one month to install cause they were booked. Then get there and they said it won't work for my car. I had to drive a a half hour to go to the best but that I bought it from and they switched it to another one that would work with my car and drive back another half hour to have the best buy closer to me install it. I had issues all year been there about 5 times before they finally took it out and ordered another system it's cold out now and I have no starter no alarm. And all cause bestbuy.com shipped my order to MN when my address is listed on my receipt That shows PA. They promised me gift card for $20 for my trouble and said they would send another out. Then they said it's not available and cancelled the order. I called again and I shouldn't have to pay a single dime for the crap I went through. The rep said I will send a $60 gift card and issue a credit for the money I paid the store ($71) for the alarm part only. I have the other pieces that they had in the store. I've been on the phone with then for an hour each time I call. Called them 5 times about this since early oct. It's a month and a half and I haven't gotten anything. I'm the mom of 2 special needs children and with early arthritis. I kind of need the starter to start my car before I go anywhere and got the alarm since my car was broken into once. Mind u some kids in the neighborhood threw pebbles at my car and cracked the windshield and a dent on the hood. would think that the alarm would go off. Nope. Customer service is nasty. Y promise gift cards for my troubles and not give me the item I need or credit my credit card back because the item is no longer available... Plus ever since they touched my car now I don't hear my blinkers like before and my rear windshield wiper stopped working and my headlights blew out 3 times within a year . The (original) second car key doesn't work it may need a new battery but I rarely used it and the one I use all the time works. Maybe that's all just coincidence or maybe they screwed that up too. Next time I buy a car I'm going buy one pre installed. And pay the extra money cause this is ridiculous now.

It's actually not federal copyright law. I worked at Circuit City and we fed this same line to everyone too. It's just the company policy and you'll find the same policy in any store you go to. Walmart, target, best buy, etc etc. But when you tell people it's federal copyright law, they are less argumentative.

But here's the thing. I'm not saying that it's right (in my Circuit City, we probably would have worked with you), but a return policy is a convenience. The store doesn't have to take back anything.

I bought some software at Best Buy. But when I got home, I realized that the version I bought required a higher system number than I had on my computer. In other words, it was not compatible with my computer. No problem. My fault for not checking carefully. The receipt said no returns on opened software, but I figured I would call the store to ask anyways. The young lady I spoke with gave me some garbage story about it being "against federal copyright laws to take back open software", but then she said she would check with a manager. About a 3 minute wait on hold, she came back and told me the manager said he would allow us to switch to some other software as long as we carried the computer in question into the store to prove the system mismatch.

So two days later (snowstorm on day 1), I went back to the Best Buy store (in Springfield, Oregon) with computer in hand. After searching a long time for another Mac compatible software (with the correct system requirement this time), I went to the exchange counter. I told my story and told them what the girl had promised on the phone two days prior. The guy at the return counter, Roman, asked for the name of the young lady, which unfortunately I did not have. He called around and nobody would admit to ever speaking to me or giving me that offer. The floor manager (Cindy) also refused to honor what I had been told on the phone. Basically their point was that they did not believe employee would ever agree to those special terms and I was just trying to scam them.

End result: I felt insulted and will not go back. I understand their terms BUT they should stand behind what their employees say on the telephone.

Secondly, they should stop giving the garbage excuse about "federal copyright law" prohibiting them from accepting software returns. I heard this lame excuse/lie from both Cindy and Roman on that same day. I can only wonder if Borders book stores are breaking "federal copyright law" every time they accept a book return?... I wonder why the federal government does not arrest the CEO of Borders?!?

Best Buy should just stop insulting their customers and admit they do not accept software returns for their own business/profit reasons. There is no federal law preventing them from doing so.