Best Buy

07/18/07

Terrible service.

by angithelost at Citysearch

We purchased an EMachine from the local Best Buy in Danvers. The system wouldn't boot, even from the cd. I bought a $200 Geek Squad service plan, which according to the person who sold us it, would include a loaner service so that business wouldn't be slowed down a bit.

We called Geek Squad's number around 9am. The woman we get on the line insists that it's a Windows issue, and it's not covered in our plan. She refuses to help any further. Now the man I speak to, he tells us to bring it back to the store we got it from and they will fix it. The computer is brought to the store and everything is going fine until we are told there is no loaner program.

Now what? All our information for a business is on there. To the credit of Stephanie (the manager) she called all the way to corporate to see what they could do. Unfortunately, they didn't care. The store's solution: Buy another computer and they promise to refund me all of the money. I have two issues with this: One, this is a small business, we don't have another $800-$1500 to throw around. Two, you promise me? I don't care if I got it in writing, who says Best Buy is going to honor that?

Completely unsatisfied, I call the corporate office. The first woman I speak with was polite, but also unhelpful. I want to speak to her manager. He on the other hand, was unprofessional. He was rude, interrupted me, and refused to admit any error. According to him, I should of known this from the pamphlets the store gives out. Well they didn't have any literature on business plans, only personal use plans. There could of been any number of differences. I want to speak to this guy's supervisor. "This is as far as you can get." is his reply.

Frankly, I'm never buying another thing from them. It honestly feels like they were dismissing us on purpose because we are a small business. That's how a business works - you are responsible for your employees and what they promise a customer, even if that is wrong.

• Pros: Polite in store staff.
• Cons: Corporate doesn't care what happens to it's customers.