Best Buy Continues To Demonstrate Their Utter Contempt and Hate Of Customers

Best Buy Hates Their Customers And They Go Out Of Their Way To Prove It Every Day.

They also recently hired a consultant to help them in their effort to dislodge those customers they deem unworthy of Best Buy's unique brand of service. He helped Best Buy rank their customers as "Demon Customers and Angel Customers."

My experience with Best Buy and their ongoing effort to be identified as America's retailer with the worst customer service continues.

After my last post, I patiently waited and just got my notebook back today. Their answer to correcting my problems was to reinstall the operating system, according to them the Microsoft XP Operating System was the reason my computer was spontaneously shutting down. When I got it back, they assured me it was repaired and tested.

So, in front of Boise, Idaho store manager and poster boy for Best Buy's complete lack of customer service, Dameion Maupin, I turned on the computer. And, to my utter shock (tongue firmly in cheek here) I had to configure windows as it was being run for . . . you guessed it, the very first time since it was reinstalled.

By Dameion Maupin's admission in front of the customers that were looking on, it was very unlikely that they system was ever tested after reloading the operating system because it wasn't set up . . . but that wasn't Best Buy's problem it was mine. Oh, and my warranty expires on the 20th of the month and if after I reload my software and the system doesn't work, I'm out of luck if I don't bring it back in by the 20th . . . unless I want to spend $300+ for another extended warranty (which I'm about as likely to do as I am to stare at the sun with binoculars).

I asked the manager to please put in writing what happened which he refused to do. He also further refused to even agree to what he had put in writing before about honoring the warranty of repaired items for 90 days after the repair. He also refused to replace the battery which is covered under warranty and

When I suggested that my only last resort was to take Best Buy to small claims court and name him as Store Manager in the lawsuit, he got red faced, angry and threatened to call the police if I didn't leave the store.

Of course, as you may have guessed, Best Buy's CEO Brad Anderson has yet to call me back . . . I'm not sure if it is because he cares so much that he is trying to formulate an appropriate response or if he simply can't get his email working and is waiting to have his operating system replaced.

I'm plan on taking a stand on this now, this kind of service can no longer go un-confronted. I will be initiating a small claims suit against the local Best Buy shortly and I'm going to explore the possibility of a class action lawsuit.

I also will be using the media heavily to bring attention to their service. Watch for media releases and interviews focused around their utter lack of service.

And, watch (and this is serious) for my new website and annual award for America's most sickening customer service. My first winner in the Big Box category . . . Best Buy.

Comments

[TownCrier]

You obviously fit the Best Buy definition of a "Demon Customer"...
1. You purchased a product you expect to function as advertised.
2. You purchased a Best Buy extended coverage warranty you expect them to honor.
3. You are adamant and vocal about receiving both the item and service you purchased with your hard earned money.

Your entirely unreasonable and unrealistic expectations only confirm your status as a true Demon.

Short of an exorcism, the poor manager had no option other than to threaten you with arrest. I'm sure it was nothing more than his version of "I cast you out! Unclean Spirit! The power of Christ compels you!"

I eagerly await the next chapter and stand ready to post your bail, should that be required.

Demonically Yours,
Ted Goodier

[Dennis Stockwell]

Dave
let me tell you a story, I currently live in Korea. I was having some minor probles with my car and needed it looked at. My girlfriend told me to go to the Auto Maker sponsored garage. I did and they did a diagnostic check, found that I had a bracket broken, and said that I didnt require any additonal work done to the car at this time. There was no charge for parts or the approx 1 hour that the car was inspected. Also I didnt have an appointment but they were able to fit me in and resolve my issue. The car is at least 10 years old and has had multiple owners. The company is so concerned about its image that it will do minor repairs free so that the public has a postitive image of its name and product. I enjoy the customer service I receive in Asian countries, and almost cringe when I return to the US and I get the first "whada ya want?",
PS I was told that most of the big auto makers have these type of garges, and oh by the way there not in out of the way hard to find places with one mechanic, but nearby with a large staff, who happened to be doing morning stretches as I pulled in

[Robby]

I also had a bad experience with Best Buy about a year ago. I went to the store literally chomping at the bit to buy a notebook computer. I was intent on buying one but just had a couple of questions. I waited around in the computer department for 20 minutes without a sign of an employee. Finally I asked for help from someone in the camera dept. and he told me the computer dept. guy would need to help me. I saw a couple of brief flashes of him as he dashed off. I waited another 10 minutes and still no one. Finally I left the store, went home and got on my desktop computer and went to Dell's website and ordered one there. I think Best Buy is doing a lot of things right (they survive against Wal-Mart) but on that day at least, they didn't do much right.

[Dan]

I received a 40GB ipod with a Performance Service Plan (PSP) for Christmas 2004. It broke twice. It was stolen out of the mail the second time it was sent for repairs.

Best Buy replaced it with the 60GB photo ipod which broke three months later. Repairs took a month. It began malfunctioning immediately after I got it back.

I returned it for service only to be notified about three weeks later that the serial number didn't match the serial number on the PSP. I explained the replacement situation, but, since I didn't have that paperwork, Best Buy would not repair the ipod until I wrote a letter threatening a lawsuit. They then immediately found the lost paperwork.

Two weeks later I was notified the 60GB would be replaced. Arriving at the store, I was informed 1) I must pay an additional amount because the new ipod (60GB video) was an "upgrade" and 2) the PSP wouldn't transfer. I was eventually given the replacement at no cost after 45 minutes and speaking with two managers, and I decided to resolve the PSP issue the next day.

Speaking first with the store's general manager, I was informed "most customers are happy to get a new product." I then spoke with a representative and manager on the 888-Bestbuy number. The representative couldn't locate the exact clause indemnifying the company from further fulfillment of the PSP after expiration of the manufacturer's warranty. The manager could find that clause. However, when I pressed him on the fact I had brought the ipod in for repair during the manufacturer's warranty period, he told me Best Buy would reinstate my PSP if I could get Apple to compensate them for the cost of the replacement ipod. "This is your final response from Best Buy," he said.

Later, looking over Apple's warranty, I discovered repairs are covered for 90 days, even if their original 1 year warranty had expired.

So, I figure I have at least three claims against Best Buy (I'd be more than happy to elaborate via email if anyone is actually that interested). Unfortunately for them, I am a law student, meaning the time needed to prepare a small claims suit will 1) be minimized by both the knowledge I recently gained in Contracts and my access to sizeable legal resources and 2) serve as a valuable, hands-on courtroom experience.

I just think it's sad such a company would risk losing valuable customers ($Ks) over a relatively minor issue (<$50 for a PSP).

[keith]

You guys are ridiculous. Best buy as a company has on numerous occasions replaced or repaired my product. I've also found that reading over their different service options for different products is always beneficial.. Best buy offers psp and prp. Product service plans and product replacement plans. One is not to be confused with the other. The services also cover issues such as power surges, humidity and hardware failure. All of which would only be covered for a limited amount of time under your standard manufactures warranty. The service plan is great for over sea's travel as well. Most company's warranty's are void if a product has been over sea's. With a best buy service plan you can ensure that within that amount of time you aren't spending money on another product. Also keep isn't a manufacturer.

[keith]

You guys are ridiculous. Best buy as a company has on numerous occasions replaced or repaired my product. I've also found that reading over their different service options for different products is always beneficial.. Best buy offers psp and prp. Product service plans and product replacement plans. One is not to be confused with the other. The services also cover issues such as power surges, humidity and hardware failure. All of which would only be covered for a limited amount of time under your standard manufactures warranty. The service plan is great for over sea's travel as well. Most company's warranty's are void if a product has been over sea's. With a best buy service plan you can ensure that within that amount of time you aren't spending money on another product. Also keep isn't a manufacturer.

[Roland]

Very cool! Keith, who posted above me, is of the 1.8% of people who go to Bust Buy and actually get something resolved with repair or replacement! Way to go Keith! Woohoo!

I can't help myself, I have to share also. A few years back, I bought a fantastic DVD/VHS combination player from Bust Buy. I purchases a warranty plan also, because I had bad experiences with them before, but couldn't find this player anywhere else, unfortunately. The player was fantastic (from GoVideo) and was the best I'd ever used in so many ways. I took it back for MAINTENANCE - not even repair - you know, cleaning and the like because it has started to sqeak occasionally somewhere inside. I was told that it would take about a week to crack it open and clean it up and for me to get it back. Ok, I can live without my movies for a week I thought, no problem.

Wow, what a huge mistake.

A week and a half later, I called about the player - and they couldn't find it. I was told they would call me back when they did. Being in business, I knew enough to ask exactly when I should expect a call back, and pressed the issue until I was finally told "2 days, maybe 3 tops." 4 days later, now we're going into 2 weeks, and I still didn't hear back. So I called my attorneys and asked them to call Bust Buy for me, which they did. To my utter amazement, they found my player! They said "In cleaning it out, we discovered a part that needed to be replaced." Great, thank you very much I said, to which I was told "Oh no, it's gonna cost you."

:O

So I called my attorneys again and got a call back from Bust Buy the next day saying there would be no charge, please come pick up my player anytime. Wow, are these guys intentionally trying to rip me off? No, couldn't be...

Anyway, long story short, the part they replaced rendered the DVD side of the player utterly useless. They vandalized my system with a non-working part (that didn't need REPAIR in the first place) and didn't even test it??? So now I'm starting to get angry. I should have known better than to ever take it to them, I know. Another trip to the store, and they promised to fix it. Again. Another week and a half later, the player is ready. The DVD side STILL doesn't work, but I plugged it in and discovered this before I left the store. Surprisingly, the only thing the service manager had to say was something to the effect of "Good grief, can't they get anything right?" and wisked it away again for more work.

A couple weeks later, after yet another repair attempt, I went to the store to pick up my player. I was told that it had been in for repair 3 times and that I would receive a new player instead. I was really not happy, and asked for my own player back, but was told they "no longer had it" because it couldn't be repaired after 3 attempts.

Personally, I think the idiots at Bust Buy knew how good a player it really was, broke it on purpose, and then replaced the defective part with the original NON-defective part and took it home to use it.

So for those who don't believe all the thousands of complaints from Best Buy customers, believe this one:
1. They lost my DVD/VHS player

2. They broke my machine that worked fine when I brought it in
3. They couldn't fix the problem they created after 3 attempts
4. They STOLE my player and never returned it without so much as an apology
5. I ended up with an inferior DVD only player, so was ripped off more than once in the same transaction.

I've purchase small items from Bust Buy like cables and blank CD's since they're fairly close, but will NEVER again purchase any type of electronics or trust them with repairs or service of any kind. I guess I need to go find the BB Sux site now and find out if Brad Anderson has posted to the site yet for giving him a defective computer as well...

[Imants]

The best is that they cover humidity but not the damage that the humidity causes ie. corosion... what other damage does humidity cause other than corrosion??

[Adam]

Best Buy used to be my favorite store. Because I have spent so much money there I am a Best Buy Premium Black Tie member. I just bought a 42 inch Panasonic Plasma flat screen TV. I've been trying to get it repaired. The problem is the menu's pop up on their own at random and block the picture. Then the remote control can't close the menu. The menu scrolls through the options on its own. Often things get selected off the menu on their own. For example, it may select "game" for video game when I am watching TV and then the picture goes out. I have the 4 yr service plan. I need to have the main board replaced, but the tech's keep trying other things and don't order the main board. Most visits they just look at the TV, do nothing and they close the trouble ticket. This has been going on for 3 months now. I am up to 9 technician visits for the same problem but no results. Best Buy threatened to start charging me for visits if I keep calling them. In addition, some of the technicians have been rude to me. For example, I have been lecture over not thoroughly reading the instruction manual. Well, I have read the instruction manual from cover to cover and that still isn’t going to fix a defective main board. Other Technicians don’t show up when they are scheduled to.
I feel like I’ve been scammed over the Service Plan. I wish I never bought this TV and Blueray DVD. I'm so frustrated.
Adam

[used computers]

it was very unlikely that they system was ever tested after reloading the operating system because it wasn't set up.

[Winstrol]

Firstly I thought the the phrase "best buy" causes customers' hate.

[The Houston Flyer]

Very interesting article. I've had a few similiar situations with Best Buy.