This is a long story as we have been on the phone for hours and have spent days at different Best Buy stores. We brought our camera to Best Buy and then over to Geek Squad. We have had the camera worked on before and it has never been fixed. So we ended up getting it sent in again. After a few days we got a phone call from Geek Squad saying our camera can not be fixed. We were told to go to any Best Buy store and get a replacement because we had bought the extended warranty. We received our camera. It was delivered to our house. When I opened the package I noticed that we had no paperwork. I called the Geek Squad because I thought shouldn't we have some kind of paper to bring to the store. The Geek Squad said just bring the camera in to any store. The store will have record of it. I called again to make sure. My husband called to make sure. Every time we got the same answer. It was to go to any Best Buy store and get a replacement. So we go to the Best Buy store at the Mall of America. We spent over an hour at the store with our 3 kids. They said they had no record and we needed to go to where we brought the camera in to get fixed. So we bring it to the Oakdale Best Buy. The person who helped us at that Geek Squad did not know what to say or do. He sent an e-mail to Geek Squad. Not sure why he did that. What good was that going to do. After trying to get him to call or do something we decided it was best to go. He told us the best thing for us to do was to go to the Best Buy store where we bought the camera. So we do that. We go to the Best Buy store in Lakeville. They could not help. They had no record. There was no documentation. I do have to say that Best Buy store was the only store who tried.
I have called the Geek Squad over and over again. Each time I call they tell me the same thing. The camera can not be fixed. I need to go to a Best Buy store and get a replacement. We then to go the Lakeville Best Buy store. We call the Geek Squad from the store. We get transferred to Michelle. She tells us the same thing that we have heard for weeks. She says that on her screen it says the camera can not be fixed. We need to go to a Best Buy store to get a replacement. We ask the store to talk to her. They say it does not matter because it has not been documented in a way that they can see that on their screen. We then tell Michelle we want to talk to her Supervisor. Michelle says that her supervisor will be calling us within the next 4 hours. We then stayed around the area all day waiting for her phone call. We never received one. We call Michelle again and she tells us we are to call Autumn at the headquarters. Last Thursday I had talked to Autumn, a supervisor at Best Buy in Richfield. She told me that if I found anything out to give her a call. She would be there till 9pm. I tried to call and call and call her but she never answered her phone. After my conversation with Michelle I called Autumn again and again and again. I have left so many messages. She will not call us back. I talked to someone at Best Buy. They said they knew Autumn and would get her on the phone for us. That person came back on the phone and said she could not talk. really?
This has been so frustrating. The store in Lakeville told me that maybe if someone would of put that in the computer about my camera maybe I could of gotten a replacement that day. If I didn't use my camera as a way to make some extra money maybe this would not bother me as much. maybe? I take pictures for schools and do some freelance work for newspapers. With my husband unable to work this is important. It seems like there is no one that cares. No one who can help. Someone has to care.
I have been the BIGGEST Best Buy customer. I can't imagine not going to Best Buy. I can't imagine telling my out of state friends and family to go somewhere else. But.... this has been so frustrating. We have learned lots about our service. We were told that Geek Squad should not be calling the customer and telling them it can not be fixed. The camera should never be sent to the customer if the camera is not fixable. The Best Buy stores have told us that they are to call the customer about their camera and that it is not fixable. They should never be sent with no paperwork inside the box. Everybody needs to document more.
My camera is worse now than it was before I sent it in to get fixed. So what do I want done? I just want Autumn to call. I want someone else to call and get this situation fixed. I want the supervisor who was suppose to call me that day to call me. I want an apology. Since Best Buy does not sell the 40D anymore I will have to put some money in for the upgrade. I have coupons that end soon. Those would of really helped buying the extra things for the new camera. I can't do that until my camera is trashed by Best Buy or the Geek Squad. I am hoping that this is also a learning experience for Best Buy. I do not want to go through this again. I also hope no one else ever has to go through this. Don't you think that what the Geek Squad has documented that the store should see also? What happened? Do you think someone cares? Do you think someone can help? I sure hope so. I hope this does not go on any longer. Please have a top manager give us a call. Someone who can do something.
Thanks for reading this long note,
Sally and Scott ****
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Dorothy-BBY
@BBYGamerMom
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