Best Buy - MrEastSide fights back!
Thread Starter
2000 Watt CAFz'r
Joined: Aug 2002
Posts: 2,142
Some of you may remember seeing my thread about how much Best Buy sucks! It was just up a few weeks ago. Below you will find a copy of the letter that was sent to their store.
To Whom it may concern,
I purchased a new computer from your store on July 20, 2004. I had it for about 3 weeks. At about that time the computer started having problems. The computer began freezing randomly and rebooting itself. I brought it into your store to have it looked at. After a week your store called me and told me that I had viruses on it and some spyware. So I paid the store forty dollars to remove the viruses. I brought the computer home and it was still having the same problem. The next day I brought the computer back and the Geek Squad told me that a full system restore would solve the problem. So I paid the store sixty dollars for a full system restore. I brought the computer home and it was still having the same problem. Not only that but, when I got it back I have a new problem. The mouse and keyboard ports do not work. So I brought the computer back a third time. I am now told that it will need to be sent to your service center. Which will take about two weeks. So I now have a brand new computer which I have brought to your store three times for having problems. Now I am told that the computer needs to be sent out. So now I am left without a computer… again!
Now the computer is sent off to your service center. A week passes and I receive no phone call on the progress of my computer. I decide to call your store. The person that I talked to with the Geek Squad (Who sounds like he’s about sixteen, and has no idea what he is talking about) couldn’t really tell me anything I wanted to know. He read to me what they have done to my computer but, makes no sense in doing so. He couldn’t tell me exactly what they’d done to it or how much longer it was going to take. Another four or five days go by and I decide to call again. The next person I talk to told me something completely different from what the first guy told me. He tells me that my computer is done and is just waiting to be tested before it is sent back to your store. About another five or six days go by with no word from anyone. So I call back. The next person I talked with told me that there was a part on order and the service center was waiting to receive it. Now when I look at my service contract it clearly states that Best Buy will call me in the event that there are any delays in the progress of my computer. Yet for some reason I am forced to call three times myself and get three different stories from three different people. Not my idea of good customer service if any for that matter.
After three weeks and two days I got a call that my computer was finished. I went to pick the computer up and bring it home. I got the computer home and it still does NOT work! Now I am mad! I’ve had the computer for three weeks. And your store has had it for about a month. I spoke with the store manager and the Geek Squad manager, and they both told me that there was nothing they could do besides take the computer back and look at it. So for the sake of humor I brought the computer back to have them bench test it and run diagnostics on it. I got a call the next day telling me their tests showed nothing wrong with the computer and that there was nothing they could do. So you’re telling me that I should just take my computer home and use it as a thirteen hundred dollar paperweight?! What exactly did I pay one hundred and fifty dollars for an extended warranty for if your store says there is nothing wrong with it, and refuses to fix it?
Once again for the sake of humor I brought the computer home and have had it here for the last week trying to use it anyway. The computer freezes on me about twenty times during the day and reboots itself when I am trying to do tasks on it. I have tried the computer at several different houses. And with several different sets of equipment, monitors, keyboards, etc… So I know the problem is not just occurring at my house. I have called several times and talked to managers and they tell me that there is nothing they can do if the computer tests normal at the store. And sending it to the service center will not do any good because they will just say the same thing. So answer me this… If the computer works fine for you guys and doesn’t have any problems, why isn’t it working for me? It worked fine for the first three weeks that I had it, and now it does not. So obviously there is a problem with it. Your store totally restored the computer and there is nothing on it besides software that came on it. So it is not a software issue on my part. Your store allegedly tested the hardware and claim that it is fine. Obviously it is not!
Now here I sit. Not only being forced to wait over a month to use my computer. But, I’ve been jerked around by terrible Geek Squad customer service. Nobody I talk to seems to know what they’re talking about. And nobody is willing to do anything to help me. I am writing this letter to express my problem to you since nobody else seems to care or want to listen. Your Geek Squad manager told me that he would take the computer back and run it for tests again. But, what good is that going to do? Your store already claims that nothing is wrong with it so what would change if I brought it back in?
I am writing this letter to request that my money be refunded or your store offer me a replacement computer. I paid thirteen hundred dollars for my computer. That was just for the computer. Not a monitor, printer, or anything else. Just for the CPU. Now if you ask me when someone pays thirteen hundred dollars for a computer it should probably work! I can’t afford to spend that much money on nothing. Which is basically what I have done.
I come to your Best Buy probably two or three times a week to purchase merchadise. Since I have bought my computer I have not been to your store once. This is probably the worst customer service I have ever experienced. Not to mention having managers tell me that they cannot do anything. Your store makes how many millions of dollars a year? And you won’t give me a different computer? This is absolutely ridiculous!
Anyway, the point of this letter was that maybe someone would read it and get it through their head about where I am coming from. I am not one of those angry customers who come into a store and scream at the top of their lungs. Everyone I talk to tells me that they would have been in there the first week that the computer was broken complaining to no end. This sort of thing should not happen with a brand new computer. I have not come into your store screaming and yelling because that is not me. And I think that something like this should be able to be remedied in a civilized manner.
However, If my money is not refunded or a replacement is not offered I will have no choice but, to take the following action. I will never be purchasing anything from your store location again. I will be sending a copy of this letter to every other Best Buy store in the Twin Cities area. I will also be sending a copy of this letter the Better Business Bureau as well as calling the Better Business Bureau and letting them know how things operate down at your store. I will also be sending a copy of this letter out to all of my friends and family. And I will urge them to make copies of this letter and do the same. I will also be mailing a copy to Best Buy corporate and letting them know how your store is dealing with problems, and treating its customers. And finally I will be sending this letter to Hewlett Packard. As well as calling them. To let them know how customers that buy their computers from your store are being treated. I have nothing left to lose at this point. I am tired of dealing with your store. And I am tired of looking at my brand new computer collecting dust in the corner of my room.
I am not trying to cheat anyone here. I am not asking for a handout. All I want is a computer that works. That is what I paid for. That is what I would like. I love your store. I shop there all the time. And so do a lot of people I know. But, you can rest assured if this cannot be remedied I will not be shopping at your store ever again. And I will be urging everyone I know to do the same. I am not going to settle for an offer to repair my computer. I am past that. I am not going to wait another week to have your store tell me that nothing is wrong with the computer. As I stated before it is not working at my house or any other house in which I use it. Therefore I want my money back or a replacement.
If I do not hear from your store by October 6, 2004. I will be taking action as mentioned above. I am very upset that it had to come to this. But, there was no other course of action left to take. Your store has done nothing but give me the run around. I can be reached at 651-773-7941. Thank you for your time.
Sincerely,
Joe Flynn
I already have 50 copies of the letter in envelopes ready to go. We'll see how they like these apples. Dirty sheep fu*kers!
To Whom it may concern,
I purchased a new computer from your store on July 20, 2004. I had it for about 3 weeks. At about that time the computer started having problems. The computer began freezing randomly and rebooting itself. I brought it into your store to have it looked at. After a week your store called me and told me that I had viruses on it and some spyware. So I paid the store forty dollars to remove the viruses. I brought the computer home and it was still having the same problem. The next day I brought the computer back and the Geek Squad told me that a full system restore would solve the problem. So I paid the store sixty dollars for a full system restore. I brought the computer home and it was still having the same problem. Not only that but, when I got it back I have a new problem. The mouse and keyboard ports do not work. So I brought the computer back a third time. I am now told that it will need to be sent to your service center. Which will take about two weeks. So I now have a brand new computer which I have brought to your store three times for having problems. Now I am told that the computer needs to be sent out. So now I am left without a computer… again!
Now the computer is sent off to your service center. A week passes and I receive no phone call on the progress of my computer. I decide to call your store. The person that I talked to with the Geek Squad (Who sounds like he’s about sixteen, and has no idea what he is talking about) couldn’t really tell me anything I wanted to know. He read to me what they have done to my computer but, makes no sense in doing so. He couldn’t tell me exactly what they’d done to it or how much longer it was going to take. Another four or five days go by and I decide to call again. The next person I talk to told me something completely different from what the first guy told me. He tells me that my computer is done and is just waiting to be tested before it is sent back to your store. About another five or six days go by with no word from anyone. So I call back. The next person I talked with told me that there was a part on order and the service center was waiting to receive it. Now when I look at my service contract it clearly states that Best Buy will call me in the event that there are any delays in the progress of my computer. Yet for some reason I am forced to call three times myself and get three different stories from three different people. Not my idea of good customer service if any for that matter.
After three weeks and two days I got a call that my computer was finished. I went to pick the computer up and bring it home. I got the computer home and it still does NOT work! Now I am mad! I’ve had the computer for three weeks. And your store has had it for about a month. I spoke with the store manager and the Geek Squad manager, and they both told me that there was nothing they could do besides take the computer back and look at it. So for the sake of humor I brought the computer back to have them bench test it and run diagnostics on it. I got a call the next day telling me their tests showed nothing wrong with the computer and that there was nothing they could do. So you’re telling me that I should just take my computer home and use it as a thirteen hundred dollar paperweight?! What exactly did I pay one hundred and fifty dollars for an extended warranty for if your store says there is nothing wrong with it, and refuses to fix it?
Once again for the sake of humor I brought the computer home and have had it here for the last week trying to use it anyway. The computer freezes on me about twenty times during the day and reboots itself when I am trying to do tasks on it. I have tried the computer at several different houses. And with several different sets of equipment, monitors, keyboards, etc… So I know the problem is not just occurring at my house. I have called several times and talked to managers and they tell me that there is nothing they can do if the computer tests normal at the store. And sending it to the service center will not do any good because they will just say the same thing. So answer me this… If the computer works fine for you guys and doesn’t have any problems, why isn’t it working for me? It worked fine for the first three weeks that I had it, and now it does not. So obviously there is a problem with it. Your store totally restored the computer and there is nothing on it besides software that came on it. So it is not a software issue on my part. Your store allegedly tested the hardware and claim that it is fine. Obviously it is not!
Now here I sit. Not only being forced to wait over a month to use my computer. But, I’ve been jerked around by terrible Geek Squad customer service. Nobody I talk to seems to know what they’re talking about. And nobody is willing to do anything to help me. I am writing this letter to express my problem to you since nobody else seems to care or want to listen. Your Geek Squad manager told me that he would take the computer back and run it for tests again. But, what good is that going to do? Your store already claims that nothing is wrong with it so what would change if I brought it back in?
I am writing this letter to request that my money be refunded or your store offer me a replacement computer. I paid thirteen hundred dollars for my computer. That was just for the computer. Not a monitor, printer, or anything else. Just for the CPU. Now if you ask me when someone pays thirteen hundred dollars for a computer it should probably work! I can’t afford to spend that much money on nothing. Which is basically what I have done.
I come to your Best Buy probably two or three times a week to purchase merchadise. Since I have bought my computer I have not been to your store once. This is probably the worst customer service I have ever experienced. Not to mention having managers tell me that they cannot do anything. Your store makes how many millions of dollars a year? And you won’t give me a different computer? This is absolutely ridiculous!
Anyway, the point of this letter was that maybe someone would read it and get it through their head about where I am coming from. I am not one of those angry customers who come into a store and scream at the top of their lungs. Everyone I talk to tells me that they would have been in there the first week that the computer was broken complaining to no end. This sort of thing should not happen with a brand new computer. I have not come into your store screaming and yelling because that is not me. And I think that something like this should be able to be remedied in a civilized manner.
However, If my money is not refunded or a replacement is not offered I will have no choice but, to take the following action. I will never be purchasing anything from your store location again. I will be sending a copy of this letter to every other Best Buy store in the Twin Cities area. I will also be sending a copy of this letter the Better Business Bureau as well as calling the Better Business Bureau and letting them know how things operate down at your store. I will also be sending a copy of this letter out to all of my friends and family. And I will urge them to make copies of this letter and do the same. I will also be mailing a copy to Best Buy corporate and letting them know how your store is dealing with problems, and treating its customers. And finally I will be sending this letter to Hewlett Packard. As well as calling them. To let them know how customers that buy their computers from your store are being treated. I have nothing left to lose at this point. I am tired of dealing with your store. And I am tired of looking at my brand new computer collecting dust in the corner of my room.
I am not trying to cheat anyone here. I am not asking for a handout. All I want is a computer that works. That is what I paid for. That is what I would like. I love your store. I shop there all the time. And so do a lot of people I know. But, you can rest assured if this cannot be remedied I will not be shopping at your store ever again. And I will be urging everyone I know to do the same. I am not going to settle for an offer to repair my computer. I am past that. I am not going to wait another week to have your store tell me that nothing is wrong with the computer. As I stated before it is not working at my house or any other house in which I use it. Therefore I want my money back or a replacement.
If I do not hear from your store by October 6, 2004. I will be taking action as mentioned above. I am very upset that it had to come to this. But, there was no other course of action left to take. Your store has done nothing but give me the run around. I can be reached at 651-773-7941. Thank you for your time.
Sincerely,
Joe Flynn
I already have 50 copies of the letter in envelopes ready to go. We'll see how they like these apples. Dirty sheep fu*kers!
2000 Watt CAFz'r
Joined: Jan 2001
Posts: 2,026
You got the point across.
A few questions -
(1) Is the official name of the Best Buy computer services Technicians "The Geek Squad?" If no, I would change that. If yes, interesting name for a store department.
(2) This quote seems to contradict itself:
"Get it through their head" is an angry customer comment.
I 100% fully understand where you are coming from. I am also very impressed that you kept your true anger under-wraps in the letter.
I don't think BestBuy really understands how they are screwwing themselves over on a simple thing like this. You paid a chunk of change and got bad service. As a result you won't shop their again. Likewise, I am much more hesitant to walk into my local Best-Buy as I think many other people are. This one case of your $1300 computer could cause a ripple effect resulting in tens of thousands in lost sales because of lost integrity. Bad business on so many different levels.
[img]graemlins/beer.gif[/img] To your battle!
A few questions -
(1) Is the official name of the Best Buy computer services Technicians "The Geek Squad?" If no, I would change that. If yes, interesting name for a store department.
(2) This quote seems to contradict itself:
Originally posted by MrEastSide:
Anyway, the point of this letter was that maybe someone would read it and get it through their head about where I am coming from. I am not one of those angry customers who come into a store and scream at the top of their lungs.
Anyway, the point of this letter was that maybe someone would read it and get it through their head about where I am coming from. I am not one of those angry customers who come into a store and scream at the top of their lungs.
I 100% fully understand where you are coming from. I am also very impressed that you kept your true anger under-wraps in the letter.
I don't think BestBuy really understands how they are screwwing themselves over on a simple thing like this. You paid a chunk of change and got bad service. As a result you won't shop their again. Likewise, I am much more hesitant to walk into my local Best-Buy as I think many other people are. This one case of your $1300 computer could cause a ripple effect resulting in tens of thousands in lost sales because of lost integrity. Bad business on so many different levels.
[img]graemlins/beer.gif[/img] To your battle!
Thread Starter
2000 Watt CAFz'r
Joined: Aug 2002
Posts: 2,142
^^^ LOL! Yeah I thought about that. I am not an angry customer. But, after the tenth time of being jerked around I am getting angry. But, you are right. That dfidn't sound right. lol
Yes their computer dept is "The Geek Squad" LOL!
Yes their computer dept is "The Geek Squad" LOL!
yup its the geek squad, I talk to them about once a day as I do tech support for the internet...they always have stupid questions for me....and they are supposed to be nerds...
They will get that letter and do 1 of 2 things, the first wich is what my company does is my supervisor will look over the letter and say "let him do what he is gonna do, what do I care". the other supervisors are good...(my supervisor is an ***). Or they will actually take 6 minutes to read it (as i did) and then give you your money.
by the way, who is your internet service provider?
and as far as the ripple effect, I am sure it is thought of as.....its 1300$ dollars, if we lose that 1 customer and even all of those related to him we still have new ones everyday and he can be disregarded (atleast maybe thats what they think).
anyway...thats my 2 cents, sorry to hear about your computer though, that sucks...
They will get that letter and do 1 of 2 things, the first wich is what my company does is my supervisor will look over the letter and say "let him do what he is gonna do, what do I care". the other supervisors are good...(my supervisor is an ***). Or they will actually take 6 minutes to read it (as i did) and then give you your money.
by the way, who is your internet service provider?
and as far as the ripple effect, I am sure it is thought of as.....its 1300$ dollars, if we lose that 1 customer and even all of those related to him we still have new ones everyday and he can be disregarded (atleast maybe thats what they think).
anyway...thats my 2 cents, sorry to hear about your computer though, that sucks...
Guest
Joined: Aug 2003
Posts: 961
Well I will think twice on shoping there myself! I just don't get any satifaction shoping at the big chain stores. Earlyer this year my wife surprised me with an DVD burner, and naturaly blank DVD's plus some blank Cd's It took some time to put the burner into the computer. Then we find out that the DVD's won't work. She goes back to get help and gets the run around from the manager. Grrr I sent of an note and I got ignored. But the rep at Memorex did help and even sent out an fresh box of disc's to work with!
Hold on it will work in the end.
Hold on it will work in the end.
Thread Starter
2000 Watt CAFz'r
Joined: Aug 2002
Posts: 2,142
Yeah it's too bad that they think the way they do. Because I spent a TON of money at that store throughout the year. And so do a lot of people I know. So they are losing a lot of money. But, as mentioned they always get new customers. Around here though usually when you threaten to inform the BBB stores usually bow to your demands. They don't want people callin the BBB on them. So we'll see what happens!
Very well written. The only problem is this:
The person that I talked to with the Geek Squad (Who sounds like he’s about sixteen, and has no idea what he is talking about)
Insulting someone like that is not cool. He may be 39 and just sound young. He may actually be 16 but be the best tech in the shop.
I've had to deal with client complaints like this before and as soon as I read something like that they usually lose a bunch of credibility.
Otherwise... I agree. You're getting screwed and they owe you a new computer.
The person that I talked to with the Geek Squad (Who sounds like he’s about sixteen, and has no idea what he is talking about)
I've had to deal with client complaints like this before and as soon as I read something like that they usually lose a bunch of credibility.
Otherwise... I agree. You're getting screwed and they owe you a new computer.
4000 Watt CAFz'r
Joined: May 2003
Posts: 4,655
Originally posted by Mini Steve:
Well I will think twice on shoping there myself! I just don't get any satifaction shoping at the big chain stores. Earlyer this year my wife surprised me with an DVD burner, and naturaly blank DVD's plus some blank Cd's It took some time to put the burner into the computer. Then we find out that the DVD's won't work. She goes back to get help and gets the run around from the manager. Grrr I sent of an note and I got ignored. But the rep at Memorex did help and even sent out an fresh box of disc's to work with!
Hold on it will work in the end.
Well I will think twice on shoping there myself! I just don't get any satifaction shoping at the big chain stores. Earlyer this year my wife surprised me with an DVD burner, and naturaly blank DVD's plus some blank Cd's It took some time to put the burner into the computer. Then we find out that the DVD's won't work. She goes back to get help and gets the run around from the manager. Grrr I sent of an note and I got ignored. But the rep at Memorex did help and even sent out an fresh box of disc's to work with!
Hold on it will work in the end.
Joe very good letter man, what I dont understand though is if you paid $150 extended warranty, and in general you have a warranty... Why should you have to pay the 40-60 (I cant remember exactly how much) the two different times for a system restore and the other issue they 'fixed' [img]graemlins/dunno.gif[/img]
