Best Buy & Geek Squad Policies

[Squirrel]

I received an email with a URL link to a customer satisfaction survey. The message cited date and time of a call I supposedly initiated with a Best Buy rep -- a call which I did not make. Like a knee-jerk dummy I clicked on the URL to see what it was about and received a "404 - Page Not Found" Error. Has anyone seen a survey like this one from "Echo?" It included the Best Buy logo and BB's standard privacy message, etc., so it looked very official, but I fear I may have been victimized by someone trying to get into my computer.

Have you had any similar experience, or do you know if this was a legitimate Best Buy-sponsored survey?

Thanks!

[GeraldRose]

I have never experianced anything like this at a Best Buy site.

There are unfortunately a lot of scams out there, hopefully this one isn't one of them, but maybe an employee or a MOD will be able to better answer this for you.

[MobileExpert]

If you didn't make the call, then this was a scam. Hopefully a broken one.

[LeAnna]

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Squirrel wrote:

I received an email with a URL link to a customer satisfaction survey. The message cited date and time of a call I supposedly initiated with a Best Buy rep -- a call which I did not make. Like a knee-jerk dummy I clicked on the URL to see what it was about and received a "404 - Page Not Found" Error. Has anyone seen a survey like this one from "Echo?" It included the Best Buy logo and BB's standard privacy message, etc., so it looked very official, but I fear I may have been victimized by someone trying to get into my computer.

Have you had any similar experience, or do you know if this was a legitimate Best Buy-sponsored survey?

Thanks!

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90% of emails are scams. Never trust any of them.

[hockeycanuckjc Trusted Contributor]

If images are clickable inside an email, check the bottom of your email client or your web browser in webmail to see where it links to. If its not to a best buy site, then its a 100% scam.

Helps to have Mcafee Siteadvisor installed too , to see if its a known scam or phishing site.

[Squirrel]

Thanks for the pointers!

I hope pasting the URL below doesn't propagate the problem, but here is the "innocent-looking" link I clicked (I removed the http prefix):

//surveys.echosurvey.com/bestbuy/survey.taf?survey_id=147&user_id=C1C47754-A3FF-4F9E-A9DC-7F26686C67... 

Since it had BestBuy in the URL I figured it was safe. Silly me!

At the bottom of the email it offered, "If you have questions about ECHO, go here..." with a link to www echosurvey.com/ which I did NOT click. There was no direct link to Best Buy.

I do have McAfee's Site Advisor installed but have never actively used it; it's just there and I assume it functions in the background. I'll have to take a look at that to see what more I can learn.

Thanks again -- everyone -- for the help.

[Elizabeth-BBY Community Supervisor]

Hi Squirrel!

I can tell you that Best Buy does utlizie Echo's survey services when customers contact our Customer Service departments via phone, email or letter.  I've sent you a private message with more details.

Thanks for your post,

[Squirrel]

Thanks, Elizabeth ~

I'm new to the online discussion "community;" this is the first time I've participated in one. I'm not sure how to navigate to the "private message" you refer to. Will that come to me via regular e-mail, or is there some tab or link within the community environment where I should be looking?

The fact that you've heard of Echo is a relief in itself. I'm still somewhat concerned because I don't recall making the call to Best Buy that Echo was supposedly following up on. If my short-term memory is fading that badly I may have bigger problems than worrying about computer viruses or hacker intrusions!

Thanks again ~

Squirrel (aka Brian)

[ajttk1234]

click on Elizabet-BBY in upper left of her message then on her page send private message

[Miranda · Accepted solution]

Squirrel - Hey, I'm at a Best Buy Call center location, and I wanted to let you know that Echo is our customer surveys. They're a big help to us knowing what we did right or wrong and what we can work at to make it better for the customer.

What it sounds like may have happened (as people do this constantly) is someone called in, and the agent, rather than asking the customer for a valid number, just filled out the information on whatever name populated in the system. It's a cheap way of getting around asking the customer for their information (which is what we're trained to do to ensure that we leave accurate notes).

As for who gets the Echo results, it's completely random. All the calls that are taken that day are sorted by who had an e-mail address on file and who didn't. Then the calls with e-mail addresses on file are randomly selected for the Echo e-mail.

If you didn't make a call to Best Buy, my suggestion is just to delete it. It's really not a virus or anything harmful for your computer, I promise. :-) It's just something to help us at the call center end of things.

Hope this helps out.