AWFUL customer service, lies and deceptive promises!!!
Written: Jan 05 '05
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HORRIBLE! Best Buy doesn't give a whit about customer service. We took in a laptop that had a service agreement. We were already wary of Best Buy, having had a couple of awful problems getting incorrect online orders (picked up at local stores) corrected after being given the wrong stuff (they didn't want to take the return because it didn't match th receipt, but THAT WAS WHY WE WANTED TO RETURN IT! We wanted what we ordered, not what they gave us.)
So anyway, this vpr matrix laptop has a horrible power-cord port that keeps switching between battery and A/C power, and it's got to be fixed. So in it goes to Best Buy in San Carlos. Dropped off on December 2, they promise a completion date of December 15. I asked how long it really takes and was told specifically that it has taken 3 weeks at most but almost always only 2. My girlfriend begins calling on the 14th to check the status. She gets told they don't know the status, and it always takes longer than that to get laptops serviced. The laptops get sent to an outside company for repair and they don't know the status. She calls and calls Best Buy to see if it's come back yet. She gets told that the laptop was sent, it was received at the repair facility, there's no status, it has been looked at, there's no completion date, they don't know when it will be done. Sometimes she's told there's no info, sometimes they can say that it is "in process", or that it has definitely been looked at. She calls and calls. She ends up trying to call the service facility herself (so much for Best Buy being helpful). She eventually gets told that it has been sent to a company called Dex. A very helpful person there says that although they got an electronic service order, they never got the actual laptop. So she calls Best Buy back AGAIN and FINALLY gets to speak to the manager (she's asked for him nearly every time she's called). THEY NEVER EVEN SENT THE LAPTOP. So how did they come to tell her it had been sent, received, looked at? Apparently their system "automatically fills in those fields when the service order is written". WHAT? These people are so full of crap. It has been there for over a month, and it hasn't even made it out of the building. NOW they want to know how they can try to make her happy...NOW? If someone calls one day before a promised delivery date, don't you think they should look into it and make sure there's no problem? And after the completion date? I mean, seriously, how does Best Buy expect to keep selling these useless and overpriced service contracts, let alone keep customers at all when they consistently LIE about the status of a repair?
I already know that Best Buy views customers who use coupons and rebates and force them to abide by their price match guarantees as "devil customers" and not "angel customers" (search for it on the internet if you don't believe me, their CEO, Brad Anderson, was quoted in the Wall Street Journal in 2004). And we have had so many problems with their people, their online ordering service, and now this. I'M p----d that I know people who got Best Buy gift cards for Christmas. I'm specifically asking to NEVER get ANYTHING from Best Buy. They suck. They have no concept of customer service, no respect for the truth, and absolutely no future with me!
Recommended:
No
What product did you purchase or try to purchase? Service for a laptop
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