Best Buy & Geek Squad Policies

[peg645]

I'm just going to make a general comment today about what I read here.  I was read the riot act today when I returned for parts missing from the new 37" TV we bought today.  Had had a nice discussion with the store about the parts missing, came in to get them.  An item was missing from the bag of parts that should have accompanied the set.  I came back into the store from the car, and brought it to their attention.  At that point the acting manager encountered me, told me to return home, and bring everything back in before they would get me any more parts.  I was flabbergasted.  The "gentleman" was in total contrast to my treatment by the rest of the store's employees today.  I have written a three page letter which will be mailed to the store's general manager.  I will tell you that I held my ground, and ultimately received the part, but not until I had called my partner on the phone, who directed me to come home and we'd return the TV for good.

I know our society is increasing with uncaring people, nasty customer service and accounting practices among today's companies.  But as I look through Best Buy's site, it's obvious they need some major changes in customer policies, especially among the "know it alls" who espouse their expertise in competition with customers, and most decidedly with their "management" who attack customers who are only seeking what they paid for in the first place.  I had enjoyed most of my experiences at Best Buy, although ignoring some of the pompous young techy attitudes - but this coming from a grown man was appalling.  And this was in the State of Maine - usually known for easy going and friendly attitudes.

[Nokia]

What was not in the bag?

[peg645]

There was no bag of accessories in the box at all - no manual, power cord, cords, remote - nothing - just the set on its stand. After returning and getting the bag and opening it in the car, I saw that the remote holder was missing, and merely went into the store to ask for it so that we'd have everything together - everything listed on the box.  This was a new set, not a 2nd, and our sales person had advised there were 6 or 7 in the back in boxes according to the inventory.  Frankly, I didn't bring up that the manual was worn and creased, and that the remote was already loaded with mismatched batteries.  While I was alone in the customer service line, the manager came barging over and told me to go home and get the TV and do a complete return, and kept ridiculing me asking what was missing, even after I responded to him several times. I did give him a piece of my mind, called my partner for assistance on my cell, at which point the manager did relent finally, but should the next person, should anyone get this kind of attack from "managerial" personnel? This was totally opposite how the other staff had treated me when I had just left - very apologetic and kind.  The store was not busy at all with customers - this was mid afternoon on a Monday.  I have a letter prepared for the General Manager.  I can't believe that this fellow is really meant to be in a position to respond to customers.

What difference would it make what was missing?  Why isn't a customer entitled to the complete product when purchased new?

[Starflyer59]

Why is BB opening new products, removing accessories and then selling them as new?

[Dorothy-BBY Community Supervisor]

Good afternoon peg645 -

Welcome to the Community!  I appreciate you taking the time to let us know about your recent experience while trying to purchase your 37" television.  We provide these forums as a place for our customers to come and discuss technology with us. This also affords a platform for transparent, frank discussions about our stores and brand, be it positive or negative!  While the discussions no where near match the quantity of every day transactions our stores experience, we are always pleased to see our customers reaching out to us.  Please keep in mind that only users with suffix -BBY or -GS, deemed "mod" or "admin" are officially representing Best Buy®.

I am quite baffled myself as to why a new-in-box television would be missing any components.  I am ascertaining from your post that the unit was sold as new, with no open box discount, so there should have been a factory seal on the unit and all parts intact from the manufacturer.  I also find it silly if you would be asked to haul back a 37' television for missing parts, which is even more an inconvenience to you, the customer!  You should not have had to go to such lengths for satisfaction, and for that I do sincerely apologize.

I would like to discuss this further with you, so be on the lookout for a new private message.  You can check your private messages by first logging into the forum, then clicking the envelope in the upper right hand corner.

Regards,

[Nokia]

I was just curious if it was something that could've possibly been left out at the factory.

[Starflyer59]

From what she is saying they had the bag of accessories in the back of the store somewhere. Unless I am reading it wrong?

There was no bag of accessories in the box at all - no manual, power cord, cords, remote - nothing - just the set on its stand. After returning and getting the bag and opening it in the car

[Nokia]

It sounds more like she got a returned TV.

[Starflyer59]

Why would they try to pass it off as a new tv? 

They charged her full price for a new tv. 

You would not have to be very smart to see that the box was opened?

Now if they are taking store returns and sealing them up and then selling them as new then that would seem illegal.

Someone had to open the box to remove the bag because the store had the bag in the back.

[Nokia]

Maybe someone thought there was a restocking fee and tried to seal it back up.