Best Buy & Geek Squad Policies

[adonaisaves]

It's bad enough that I deal with high schoolers who could care less about the customer or give bad information so many times, but this experience has got to be one of the worst I've had.

I pre-ordered the new Everquest 2 expansion from a recommended link from Sony. Pre-Ordering got you several in-game perks and whatnot, and the perks were different if you bought a retail copy instead of a digital-download copy, the retail perks being clearly better.

I received the e-mail letting me know to go pick it up on Nov 19th, so I went down after work to the Olathe, KS store at I-35 and Strang Line. Went to customer service, asked for my pre-order from some young guy. He disappeared for about seven minutes, saw him in different parts of the store, and meanwhile I had the pleasure of watching a team lead and store clerk physically grope and flirt with each other behind the customer service desk a few feet away, like I wasn't even there.

Then he comes back and says, non-chalantly, "Hey, sorry, they must have forgotten to hold it back for you, and we don't have it anymore. We might be able to get you another one next Wednesday, and I might be able to even knock a couple dollars off of it."

My response, "So, I pre-order a special pre-order edition, and you just lose it? Was it sold, or taken by an employee?" I'm thinking that pre-orders must be a common to Best Buy... isn't there a process or policy for managing these? My next question: "Is there one at another store or something I can get?"

The rep looks like I've ruined his day because I make him actually do some work, and he begrudgingly looks in the computer to see. He tells me there are a couple of copies in another store, and maybe if I drive across Kansas City to that store, they'll have one still by the time I get there. However, since this is a pre-order special, I'm thinking he's tell me to take someone else's pre-order special.

But, oh well, still Best Buy's fault, so I say, "Hey, why don't you call them and confirm they are there since you sound unsure, and have them hold a copy for me. I'm a busy man, and don't have time tonight to drive across Kansas City to get it." Nor should I have to spend an extra hour of time and gas because of their failure.

Even more begrudgingly, I see him go to a phone and at least look like he's making a call. He comes back, "They can't (not won't) hold if for you. You just need to go down there."

"Even though I have a registered pre-order and you guys messed it up?" I reply.

"Yeah, sorry about that," I get back in an annoying little voice. Wow, sorry I'm ruining your day by making you do something! Nicely enough, the flirting couple finally break it up and walk somewhere else to do nothing.

So I go to Sony and ask them if I can still receive these perks if I digital download and prove I had a registered pre-order. After being passed around several times, finally am told I need to take it up with Best Buy. And, really, it is Best Buy's fault completely, and it's what I expected to hear from Sony. I ended up having to buy the expansion digitally as there were none around town (including the other Best Buy that was supposed to have some in-stock), and I end up getting nothing from Best Buy except wasted time and gas. Thank you, Best Buy! I didn't even get the 'couple dollars off' since you had nothing to sell me, or at least some gift card or apology gift.

Pair this with bad advice from three different associates telling me to buy the wrong power supply for the new PC I was building, then Geek Squad telling me they offer the cheapest rates available anywhere for data recovery and I should eat $1600 (even though I found the same services with better ratings and specialty for $595) and I just had a great experience with Best Buy (sarcasm intended). Fortunately, the folks over at Micro Center were able to help me approprately with power supply questions. I'm not sure why I even go to Best Buy for PC solutions. I paid half as much for twice the power supply with all the support and service I need an more at Micro Center!

Message Edited by adonaisaves on 11-25-2008 10:55 AM

[Dorothy-BBY Community Supervisor]

Hey adonaisaves –

 

As an avid gamer myself, I often purchase the pre-orders simply to get the special items offered with a title.  I can understand your frustration not only in failing to secure those items with your pre-order, but also in the process you found yourself caught in when you when went to retrieve your copy. 

 

I wanted to first and foremost, offer my sincere apologies.  Being a gamer, I know this cannot make up for the bonus items you now lack, but many times in these situations, I feel that a heartfelt apology is the place to start.  I also wanted to make you aware that we do have a process in place in our stores for pre-order games, and while I cannot explain nor justify why this store failed to follow protocol and somehow ended up not having your copy, I can assure you that it will be addressed to prevent this happening to any future customers.   The only information I do know is that our stores received very limited amounts of this title at many locations.  I cannot be 100% sure if this was what happened in your case or not.  Regardless, you should have been treated in a much better manner than what you describe in your post. 

 

I would like to try to restore your faith in Best Buy®.  Please watch your private message for further information from me, you can check these by first logging into the forum with your username and password, then clicking on the envelope in the upper right-hand corner of the page. 

 

Regards,

Dorothy

Community Connector

Best Buy® Corporate

 

Message Edited by Dorothy-BBY on 12-02-2008 09:33 AM