Best Buy & Geek Squad Policies

[3dcadmaster]

Yesterday I went to try and do the In Store trade in of one of my many Laptops purchased from Best Buy Store 772 over the years. It started off fairly good. First I was met with the deer in the head light look as I was the first to attempt this at the store. They commented they were told this was announced at a meeting they had a couple of weeks ago. But they took the bull by the horns and proceeded. After 30 mins they came from the back to say $100.00. I was shocked and requested they take another look. I let them know I had already checked on line (Which said it can be done in store) and it came in over $250. To boot this laptop was maybe 2 years old and I paid over $1600 for it and this was 100% perfect. Had everything and also still had the original stickers on the laptop. No scratches and in perfect shape to include formatted, reinstalled and I updated all of the service packs.

But due to the shear convenience of trading in and purchasing upgrade without the on line auctions - classifieds hassle I feel is worth it.

Anyway after another 30 mins they came back with "You were right, its worth $291.00" pleased knowing I had my eyes ona netbook that I would walk out with minimal cost to me said lets do it. I handed over my license and etc and they left to do their thing. Over 2 hours later and after several apologies they explained the Stores system can not activate the gift card. They said they called BB help and others but with not results.

So I'm in the store close to 3 hours and walking out with the laptop I went in with. They promised to call later on when the system has been figured out. Later that evening (Last night) I stopped by (Being I am not a phone person) and was told no good yet. Maybe Sunday (today, Monday or some time next week.

This is very disappointing for certain.

How can the trade in at stores be posted on the internet when the Stores are not equipped? Why would there be such a system with no back up plans? Especially when trying out some thing new in a Store?

What could be the problem? What can be done to fix this? Who can be contacted to correct this?

Any help is appreciated. I have only weekends to do this type transition. So what does not get thru today will have to wait until next weekend. And naturally best buy will say value dropped....................

[Dorothy-BBY Community Supervisor]

Hello 3dcadmaster -

Welcome to the Forums!  Allan, from our Community Connector team, will be reviewing your concern and reaching out to you. Unfortunately, our team will not be in the office until Monday morning therefore Allan will not have insight until Monday at the earliest.  If you need absolute help today, I would encourage you to call our Consumer Relations department at 1-888-BESTBUY.

[Nokia]

I'm glad to see that the employees did everything they could with the tools they were given!

[3dcadmaster]

Everyone was quite courteous to date. What will be interesting is to see what happens next and how its pursued to conclusion. Today is about done now here on the east coast. I have received a voice massage earlier that it was looked at today but due to assistance is not available from their support system until tomorrow, but the person handling this situation is off tomorrow, I was given a promised call back on Tuesday. They had pulled the netbook I wanted and put my name on it to ensure its there when this Is all done. So we will see what the results are at the end of all this. as long as that netbook is still there and there is no value loss on the trade in laptop, I think there are actually people at Best Buy that takes ownership if issues and cares for its customers.

I really hope I am right. Seems like it so far. Suppose I need to see how this develops over the next couple of days. I for one understands issues and problems out of ones hands. What's the most important is how the employee handles the problems.

[Allan-BBY Community Connector · Accepted solution]

Hi 3dcadmaster,

Three hours waiting for this to be processed by the store is way too long, and I completely agree that all of our stores should have been prepared for the roll out of our trade-in program. Being that I personally am a big proponent of re-using items rather than recycling them I have to thank you for taking part in this new option to trade-in old electronics at our stores for Best Buy® gift cards.

My feeling is that the store was experiencing system issues at the time this was being processed, which made them unable to fund gift cards issued from this program. I do show that you were finally able to process this in our store on 11/17/2009, and I have to truly apologize for the delay in my response to your issue.

I would also like to thank you for making us aware of a potential problem with this program in our stores. Without input like this from our customers it would be much more difficult to improve our business, and address problems we have.

Thanks for posting,

[3dcadmaster]

Fist of all I want to say without any doubts that Best Buy Store #772 Salisbury Maryland has been noting but accommodating and professional all the way from the floor salesman, Geek Squad (multiple personnel) and a manager.

It started on Sat the 14th with a promise made by Monday Tuesday would be when it would be sorted out. Tuesday I got the call and that evening I traded in the Toshiba Laptop in and picked up the Samsung Netbook. Story not finished yet, I tested and ran the net book through its pace and found the hardrive was questionable and performance lacking.

This past Thursday I took the Samsung net book in and the Geek squad checked it over, While checking it I had decided to just exchange it for a Gateway which was on a circular. With out questioning further and promptly replaces the net book, Time in the door to leaving was under 30 mins. (By the way before leaving the Geek Squad confirmed the drive issue). But the most important was they proceeded immediately with the exchange without wasting time.

So no matter what every one else has to say or complain about, I can not find any issues. Maybe they need to take a trip to Salisbury Maryland and all problems would form what I can tell go away.

Great Job Best Buy Both Store 772 Salisbury Maryland personnel and this forums BB moderators. (Great Forum)

[Allan-BBY Community Connector]

Hi 3dcadmaster,

I was glad to read that this store took care of you in this matter! I have forwarded this compliment onto the management of our store in Salisbury, MD. Thanks for letting the community know that this has been resolved for you!