Saying you’ll be a great service company and doing it are two very different things. Consumers are smart. If you’re telling them they’ll receive great service and they consistently don’t…well then you now have a brand image problem.

Just my 2 cents.

How you already know the computer I take my computer back to the store the 10-14-08. The geek squad agent tell me that, the problem in the computer was because the forgot to reinstall the Windows, becuase they change the motherboard and after that they have to reinstall the operating system and they give me back the computer without make that, he apologize and tell me that if i return the next day my computer will be ready. How I already explain to you I return the next day and they tell me that the agent that was working on the computer understand that the computer have a hardware problem becuase of some weird sounds that came from the speakers, and that they send the computer back for inspection.

How you sugest in the email you send me, I track the progress of the reparation of my laptop, in the service information web site, and its take them just one minute in assign the laptop to a Geek Squad Agent or a certified technician and to repair it, just one minute I really dont know what kind of test they do in one minute, but Im not the expert.

Anyway I wait, until the laptop came back to the store and I went to pick up the laptop the 10-28-08 (thats two months since I left the laptop as best buy for this odyssey). Went the geek squad agent give me back the laptop he explain that they find out that the problem the computer have a software problem and that was no cover on my warantee. And that if I want that they repair my laptop this will cost me extra money.

So, he tell me first that no one in Best Buy know what is the problem with my laptop, becuase the agents in the store said that the laptop have a hardware problem and the agents in the other place said that the laptop have a software problem. Second, he is telling me that I have to paid them becuase they first change some parts of my laptop and that change required the operating system of the laptop to be reinstall and that I have to pay for that. Is this the service that Best Buy give??

Anyway he suggest me that I should do the reinstallation on my own because it was really easy just put on the CD that come with the laptop and follow the instruction. (It was so easy that they could not do it for me, even when they have the computer ofr two months, thats the worst service I have ever had) Anyway I get home, I reinstall the operating system it was really easy how they said, but after that the computer still freezing, and guess what, after two days of the computer been charging the battery is not charged at all. The battery is dead, they take my computer another two weeks, to give it to someone that just look it for one minute.
This is disrespetful, the worst service ever.

In resume I left my laptop as best buy because, initially it have problems charging the battery after replace the charger the computer still having problems, and its looks like it was because it was not receiving electricity and doesn’t turn on. And after TWO MONTHS my computer still having battery problems and now have another kind of problems who knows why.

Im really tired and upset with all this situation and I can’t keep losing my time going to best buy for the rest of the year until the geek squad agents want to stop playing with my laptop. I dont think that take my computer one more time to best buy is going to change the things. Becuase they are going to send the computer to someone that is going to look at it for one minute and send it back to the store, where the agents have not been able to do anything to the laptop.

Please tell me what I should do, I apreciate your apologize, I apreciate that you return the money for the back up, but what I need is that Best Buy give me the service for that I paid almost $300. And please dont tell me that I should go back to the store and leave my laptop there for two more weeks becuase I dont have two more weeks to loss in vain. I already wait two months, and I will wait if the computer will be repair but I will not wait two more weeks for someone take my laptop I look at it one minute and dont do anything to it.

Seriously, I dont know if you think this hole situation is funny but its not. I will be even happy if Best Buy returns the money I paid for the warantee of my laptop and I not have to go to Best Buy never again in my life.

You know in rereading what you wrote, my comments were intended for big Kahuna not in response to yours. Your feedback reinforces the requirement for us to be more consistent. I get it. Sorry about that.

This blog is for conversation about Best Buy and marketing in general. At least that is the audience that seems interested in what I am saying. This is on my own in my spare time. If your not interested in what is being said or you think what I saying does not ring true, call it out as you have. That is the point of why I am spending time on social technology. To hear from people like you. The only downside for me is to hear the cynicism in your voice. But, I will take your comments as input. I think a spirited debate is much more interesting anyway.