After picking out a new computer the sales person tried desperately to upsell a full size, multi-copy page list of stuff to me with warranties and Geek Squad services and the like. He even mentioned that the touch screen doesn’t have a warranty and I thought to myself maybe I shouldn’t even buy this unit. I told him my credit cards will double the original warranty and I sorry but I was in a hurry (true) and I didn’t want to buy a lot of extra stuff. With that he asked me to sign at the bottom of this multi-page form that I was declining the options and services although I was uneasy about signing something that I had not had a chance to thoroughly read I did it anyway just so I could be on my way. I asked him if I was to carry the computer to the check out lane and he said that he would. He took the multi-page document and put it in a Geek Squad folder and took the computer not to the checkout lane but to the GS counter and sat it on the floor and placed the folder on top. With that he walked away without saying anything else.

There were other people waiting at the GS counter and they appeared be discussing “how this works” issues and another person was picking up a repaired item and so forth. I just wanted to pay my $1070 for the computer and be on my way. I waited for about 10 minutes and during this time I watched other customers going through the stores normal checkout lanes.

I finally approached someone at another counter at the GS section and asked if I could just take the computer to the main checkout lane and she said no. I think she sensed that I was almost ready to just leave and so she said she would do the check out for me but the attitude I detected was like she was doing me a big favor.

Maybe going through the GS is good for some people but that should be an option for those who just want to make the purchase without a lot of discussion.

I could have saved maybe $100 by making this purchase online but I try to keep the money in the neighborhood whenever possible but with the experience at this store I will probably just try avoid another frustrating experience.

By the way, the computer I purchased is a great product.

I, like many customers have recently spent what I consider to be considerable money at Best Buy. I actually enjoyed going into the store walking around looking at new gadgets and the like. I just purchased the new MacBook Pro and though it was more than I have ever paid before, I am happy. I went to look for a printer because my current printer, a Lexmark, is not compatible with my Mac. I am not upset, even though I was assured at the store that it would be compatible. I decided I would keep the Mac and buy a printer. I could not decide on which printer and so while at the store I also decided to look at DVD/VHS recorders. I actually ended up buying the recorder, but the one I wanted was out of stock so I paid for it and they said it would be in within a week or so. A week went by and I was wondering why I had not received a call yet. I worked several nights in a row late at work and happened to check calls I had received on my home phone. I had received a call during the day from BBY but no message was left. A couple more days went by and I thought I will just go in and see whats up. The weekend went by and I decided I better get to the store to pick up my purchase. I went to the CS desk with receipt in hand. The young girl who waited on me pressed all kind of keys for about what seemed like 10 minutes. Oh yes, she also asked for my drivers license, which did anoy me, since I had my receipt(s). I said something like who else would come in and pick up with a receipt, and she said “oh you would be surprised.” Finally she handed me back my receipt and looked right at me and told me I had already been in and picked up my purchase. Ironic isn’t it? I said, no I have not, and since you asked to see my drivers license you should have a record of what identification was shown. To which she replied, “no, we don’t record anything we just ask to see ID.” Okay, lets see now, you are now telling me that I have picked up the item and thats it! First, I did not pick up the item, Second, I would like to speak with a manager. I guess everyone must have been REALLY busy because no one could come and talk to me. She pointed to the chairs and asked me to go sit down and said that “the manager is researching this.” Because I have been in the store so many times I recognized at least two managers standing in the aisle talking and laughing in front of where the computers are. While waiting several other CS either out of curiosity or boredom took my receipt and pressed buttons on the computer as well. With patience exhausted, as well as having a terrible cold, I walked over to one of the managers and gave her the short version of this story. By then the same employee walked over and announced “your DVD/VHS has been returned to stock and is not available, you will have to reorder or we will refund your money.” I asked when did this “return to stock” take place? Ironically it was just this morning (time approximate 2pm-ish) and for good measure she told me I had been called NUMEROUS TIMES! Well of course this naturally taught me the following lessons. 1. Never purchase from Best Buy again. A little extreme maybe, but how often are you told that you have lied, attempted to cheat and or steal from a store that cares so little as to whether you purchase anything from them. AND! So willing to let me walk out so obviously unhappy. Shame on you!!!!!!! P.S. By all means publish my email.

I have similar feelings to Kathy, who posted a response to your comments on customer service.

I don’t understand how Best Buy can claim to be interested in insuring that customers have a positive experience in the store and on the phone. When you call in to Best Buy, you are immediately greeted by a series of recordings that are frustrating to say the least. When you finally talk to a live person, they can’t answer your questions, or communicate directly with a department that can answer your questions. Service Reps can’t give you a phone number to call directly to the Replacement Department, or any other department. Every request takes 3-5 days to process.

I am currently in the midst of trying to get a replacement for a Dynex TV that I purchased in November 2007. The TV died in mid-September 2008. A tech came to my home initially on September 30 to check the TV. He never opened the back of the set to see what was wrong. He instead ordered a part. When the part arrived, it did not to solve the problem. The tech ordered another part. This time Best Buy sent the wrong part. He came out to my house anyway to see if it would work. It did not work. So he ordered another part. He came out to my house last week and spent two hours trying to repair the broken set. It did not work.

The tech then told me he would put in a request for a replacement. I called this morning and after 15 minutes of bouncing from one department to the next, I found out that he submitted the request, but no one could tell me if it was approved. They told me to call back later in the evening to find out the status. I did that tonight, but again no one could tell me what was going on. I work in customer service, so I know how things should work. This entire experience has left me completely baffled. Why would a company compartmentalize its structure to such an extent that one department can’t talk to another? Why is that regardless of whom I speak with when I call, no one, from the supervisor down, can answer a question, or make a decision that might preserve a good customer relationship?

After this singularly frustrating experience, I will never purchase another major piece of equipment from Best Buy. I am heading into the second month without a working television. This is something that could have and should have been resolved in two weeks!