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  • #2233079

    Trials and Tribulations- Best Buy

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    by tig2 ·

    So I went to Best Buy to purchase a very expensive (but sale priced) HDTV for the significant one for Christmas. This thing is beautiful- sleek, flat (only 3″) and is supposedly the hottest thing in consumer TV. Awesome display.

    They managed to deliver it and get it upstairs where it will live. As the existing rear projection set was still in place- this was intended to be a Christmas gift- I had the delivery guys set it in the hall near the den where it will go. And then covered it with a sheet (REALLY big box!).

    We ordered the console that it will sit on and then tried to set it up on a temporary solution- the coffee table parked between the two side cabinets of the entertainment unit. The rear projection monster is currently in the hallway insuring that no one can pass through there without detouring through the bathroom. It’s leaving Saturday.

    Anyway, we assembled the pedestal unit after translating the directions from the Japanese they were written in and went to mount the set. This is not a casual operation- the set itself weighs 80 pounds. It cannot be tilted forward more than a few degrees. It MUST be kept upright. And it’s narrow. It can’t just sit on a table top- the pedestal is a requirement, not an option.

    This is where everything goes pear shaped. After much sweating, lifting, and carrying, we discovered that the pedestal that shipped with the set was the wrong thing. These sets sit on the pedestal on spikes. The spike holes on the set are 27″ apart. The spikes on the pedestal are 24″ apart. Being the brilliant people I know you are, you see the obvious problem.

    So there we are, 5 p.m. on a Sunday night, trying to figure out what the problem was. He goes to see if the spikes can be relocated to give us the missing three inches. This is when we discover that the part number of the pedestal does not match the part number on the box. We have a packaging error.

    Okay. Don’t panic. Just call the store. This is where it gets ugly.

    To keep it short (yes, I know, too late) I made nearly 100 calls between Sunday night and yesterday trying to find even ONE person who could deal with this. Around 10:00 yesterday, I was finally given the direction to call the store. I had done that several times already but had been constantly directed to other people. This time, I was fed up.

    The person who answered seemed to be single tracked that my issue was a computer. I finally told her that I am warranty certified to fix any model of computer that I would own and Satan could ice skate in his backyard before I would call out for repair. She seemed to get that… ish. Someone please tell me how “50” Plasma TV” sounds like “Fix my computer”. Then she tried to refer me to Geek Squad. Having already called them several times, I knew that wasn’t the right thing. Then she transferred me to the TV department. I listened to the phone ring for a full 10 minutes until someone picked it up… and put it down, thus disconnecting me.

    In that simple move, I went from angry to livid.

    I called back. The gal that answered the phone demonstrated her lack of short term memory by putting me through the same conversation that we had had just 12 short minutes before. I finally advised her that if I had been paid at my bill rate for all the time I had spent trying to get this very simple issue resolved, I could purchase two more of the same set. So she decided that what the problem needed is troubleshooting.

    Someone help me understand this. The problem is that the part number that was IN the box is not the part number ON the box. The part number ON the box is correct. The part number IN the box is not. Panasonic confirms this. But we have to “troubleshoot” to determine the problem.

    Meanwhile, I have an expensive TV in a really big box decorating my den. I have done everything but string it with barbed wire in an effort to keep the cats off of it.

    I have learned a few things from this experience.

    I spent a long time researching this purchase. I read all the reports, checked all the standards, made sure I was buying the right thing. What I didn’t do- and will in the future- was research the retailer.

    I will never again in my life make a purchase from Best Buy. I have never had worse customer service in my entire life and hope to never have as bad an experience again.

    If you want to buy electronics, think twice about your choice of retailer. The right one will have a solid customer service strategy. The wrong one will be Best Buy.

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    • #2543854

      Poor Tig

      by maecuff ·

      In reply to Trials and Tribulations- Best Buy

      I think we’ve all been there in some way or another. It just boils down to poor customer service. It amazes me how many businesses can actually STAY in business while continuing to treat their customers as annoyances.

      I have a smallish shovel? Would that help?

      • #2543850

        You bet it will!

        by tig2 ·

        In reply to Poor Tig

        Todays installment of the saga is the Geek Squad coming to my house to troubleshoot. A shovel may be just what I need.

        I told the gal yesterday that I wasn’t willing to tolerate a jury rigged solution. With any luck, the guys coming out to troubleshoot will have the correct ped with them.

        What I really want someone to do in this process is understand that someone smart enough to earn the required dollars to purchase such a thing is probably smart enough to figure out what the problem is. So far that hasn’t happened yet.

        You are absolutely correct. The customer service experience at Best Buy is absolutely awful. I would avoid the place like the plague.

        • #2543831

          As far as

          by maecuff ·

          In reply to You bet it will!

          understanding intelligence goes, one would THINK that you’d have to be smart enough to earn the money to make the purchase, however, have you SEEN some of the nimrods that buy beyond their means? For instance, in the town we just left, you’d see a big flat screen through the front window of a house, and a bunch of kids playing outside in the cold without coats and wearing short sleeves.

        • #2543825

          I guess that doesn’t occur to me

          by tig2 ·

          In reply to As far as

          I don’t own credit cards. When I made this purchase, it was in cash. I just assume that if I don’t have the cash, I don’t need the thing.

          I don’t understand how anyone could buy a flat screen before buying coats for their kids. I’m just not wired that way.

          Still, you make an excellent point.

        • #2543743

          NEVER pay cash for a major purchase like that

          by jdclyde ·

          In reply to I guess that doesn’t occur to me

          Get the card, use it, pay it off in full.

          This keeps any charges from slipping by you.

          It also gives you the ability to simple stop the payment on the purchase if something is defective or you get sold the wrong thing like in this case.

          Nothing gets a vendors attention as quick as the possibility of not getting their money. Right now, they already have your money, so you are no longer a concern.

    • #2543848

      Take a breath — again — again

      by the scummy one ·

      In reply to Trials and Tribulations- Best Buy

      Ok, I am trying to understand how a flat panel of 3″ can weigh 80 pounds… You following me here? :^0
      At this small size, I would suggest continuing to use the projection tv, as you can get eye strain.

      Now, with a 3″ screen, the mount must be huge to have a 27 inch span for the mount. So I am guessing but you meant 27 millimeter spikes. :^0

      Yeah, I dont buy much from that place, but I havent had the problem(s) that you are having. Sorry bout that. Will Panasonic ship you directly, the proper part? I had a friend who, after compusa would not fix his comp properly, went right to IBM, and they shipped his parts right to him.

      • #2543845

        Panasonic will

        by tig2 ·

        In reply to Take a breath — again — again

        But they have asked me to work through the retailer. So I’m stuck for awhile.

        Incidentally, you missed the 50″ part. The depth of the screen is 3″, the display is 50″.

        I had no idea that those things were so HEAVY!

        • #2543827

          LOL

          by the scummy one ·

          In reply to Panasonic will

          apparently you missed that I was just teasing you…

          next step — wall mount. Much better…

    • #2543834

      Probably no help at all but… you’re not alone

      by ontheropes ·

      In reply to Trials and Tribulations- Best Buy

      I remember reading a website called bestbuysucks.com. It’s not out there anymore but it was loaded with stories of consumer nightmares. Google returns 364,000 hits for “best buy sucks”.

      We’ve got our own electronic/consumer nightmare going on with a new NordicTrack treadmill from Sears. Supposedly that will be resolved this week. I hope.

      • #2543821

        I think that I will console myself

        by tig2 ·

        In reply to Probably no help at all but… you’re not alone

        By reading somebody elses nightmares.

        What happened with the treadmill? Was it Sears or Nordic Track that screwed up?

        • #2543796

          Defective equipment so NordicTrack

          by ontheropes ·

          In reply to I think that I will console myself

          We walked a total of 1 1/2 miles on it before the electronic console showed an xchecksum:fail error. That’s not good. NordicTrack said that it means the console is no good but because we’ve got one of their latest models they didn’t have one in stock so we’ve got to wait for it to get to NordicTrack first and us second.

          This treadmill is the biggest boat anchor I can remember in a long time. We saved cash for a loooong time to buy it too. I’m thinking that it’s a good thing that we bought the 3 year extended warranty. Now if we only had a boat…

    • #2543822

      Simple Answer

      by the listed ‘g man’ ·

      In reply to Trials and Tribulations- Best Buy

      Tired to resist but could not!

      Return the SOB set for a full refund. Had this been in the UK it would fall under ‘not fit for purpose’ & the 14 day returns law for faulty goods.

      After which take you cash and visit a newly researched & so reputable dealer.

      • #2543819

        Believe me, I have thought of that

        by tig2 ·

        In reply to Simple Answer

        I will give them this chance to make the purchase right. Then I will be in their faces.

        We don’t have the “not fit for purpose” here. But I did insure that I had 30 days from purchase to return. Unfortunately, even though I paid in cash for the set, I would likely have to wait for them to issue me a cheque.

        The experience here really gives me a new sense of what customer service should be.

        • #2543815

          I always pay by credit card

          by the listed ‘g man’ ·

          In reply to Believe me, I have thought of that

          despite having the funds available in cash. I feel it offers a higher level of protection and if a refund is needed they just slap it back on the card.

        • #2543810

          I quit credit cards

          by tig2 ·

          In reply to I always pay by credit card

          When my identity was stolen. I don’t even write cheques any more.

          But you’re right, the degree of protection is much greater with larger purchases.

        • #2473155

          Same here ..

          by sobaldrick ·

          In reply to I always pay by credit card

          .. if I don’t get customer service within a reasonable time, simply cancel the transaction on your credit card.

          See how quick the store is to respond to no payment being received.

          Les.

    • #2543816

      This is why I avoid retail phone support whenever possible.

      by charliespencer ·

      In reply to Trials and Tribulations- Best Buy

      I always go back and talk to them face to face. It’s easier to get the department manager you need, and easier to tear out his throat when necessary. If the item is too big to conveniently take back, I take pictures of the offending features (in this case, the # on the box and the non-matching number on the physical part.

      Never use the phone if you can avoid it. You’re at their mercy and the frustration level is too high. Plus, when you’re in the store, you can make a really loud stink and let other customers know what the problem is.

      • #2543808

        Good points!

        by tig2 ·

        In reply to This is why I avoid retail phone support whenever possible.

        There is no way in the world to get this thing in my tiny car. That said, I can always call someone with a truck!

        They are probably very lucky that I tried phone support first. They do not want to deal with me in person just now. Because I WOULD make a loud stink.

        If troubleshoot boy doesn’t make this right, they may get me back in the store. This would be bad. I would take the small shovel I borrowed from Mae with me.

        • #2543693

          Tig, try this without taking whole TV back

          by dadspad ·

          In reply to Good points!

          I usually deal directly with the retailer on problems also.

          As was mentioned take the packing slip, receipt, and the offending stand back to the BB store where you bought it. Stand in line at the service desk, show them the receipt and the stand that was wrong. They can actually go to a boxed same TV and swap your wrong size stand with the correct stand from the box in store. They can return to vendor easier than you.

          I once bought a tv (from Best Buy) that did not have a remote control, that is what they did for me. I found I get much better service face to face with national companies.

          Good luck.

    • #2543778

      My suggestions

      by neilb@uk ·

      In reply to Trials and Tribulations- Best Buy

      Post the email address of Best Buy’s support and we’ll all send them an email saying “Send Tricia the proper base NOW!” and we’ll copy the address to ten friends with the same instructions and within a couple of hours…

      BWAHAHAHAHAHA!

      On a more serious note, I thought you Yanks could sue for just about ANYTHING? This seems a whole lot more “someone else’s fault than hot coffee in your lap at a McDonald’s Drive-thru.

      A third thing. What I do when calling “support” and there is the potential for this sort of crap is to tape the call. I find it really sharpens the mind when you play them back a conversation from a half-hour previous.

      Neil 😀

      • #2543769

        Taping the call

        by tig2 ·

        In reply to My suggestions

        I shall start doing that immediately.

        I got a call from Jason of the Geek Squad who wanted to get an understanding of the situation. So I told him. His response was “well what do you need me to do?” I told him that he was supposed to troubleshoot my problem. He asked me why as it appeared to him that I knew what the problem was already. I referred him to the ditz I spoke to yesterday.

        So now, he is theoretically going through the store to find me the proper base.

        He has about two hours left to find the base and get it to my home. It’s snowing. Let’s all wish him luck with that.

        I really wish that I had the email address for Best Buy support. Seems that they don’t HAVE support.

        I have spent my last nickel in that joint. Never again!!!

        • #2543766

          Oh you gotta just LOOOOVVEE that response…

          by faradhi ·

          In reply to Taping the call

          “well what do you need me to do?” What the H*LL do you think I want you to do. Get me the damn part!!

          I am sorry Tig. It is a shame customer service has gotten so bad. I think it is time to ask for a refund. I quit shopping at Best Buy years ago.

          Good Luck.

        • #2473346

          That’s not a bad response

          by gopadge ·

          In reply to Oh you gotta just LOOOOVVEE that response…

          As someone who’s done my share of onsite tech support, asking the customer what they want is a perfectly valid way to identify their expectations. Rather than spending time driving out there, showing up with the Ditz’s explination of the problem and facing Tigg’s wrath, the Geek Squad flunky is trying to find the right base. As screwed up as BB’s “technical” phone support is, at least the actual technician apprears to be making an effort to fix the problem.

        • #2473293

          I agree

          by tig2 ·

          In reply to That’s not a bad response

          At least he called me and got my version of the problem. By doing that, he was able to go get the right thing and have it with him when he showed up.

        • #2473286

          In this case it is the wrong question.

          by faradhi ·

          In reply to That’s not a bad response

          If you do not understand the problem, ask more probing question so that you do understand the issue. In this case, it seems that what needed to be done was clear. Tig called and said, I received the wrong base for a very expensive piece of equipment I purchased. If the response was what do you want me to do, that is the wrong question. The right question would be something to the effect of, Would you like me to bring the correct base or would you like to pick it up.

          What do you want me to do, in this case, seems on the face as a way to actually say, I don’t see where this is my problem.

          Maybe, I am wrong. I have performed consultant work and I have never asked the question what do you want me to do. I know what they want. They want the problem corrected. I propose a solution. If they like it, I do it. If not, I propose another solution. I may ask if they have a solution in mind. Maybe that is semantics but to me “What solution do you have in mind?” comes across much better than “What do you want me to do?”

        • #2473281

          Excellent points, Faradhi

          by tig2 ·

          In reply to In this case it is the wrong question.

          I have to admit, I found the question as it was put to be odd. But on the plus side, no matter how badly the question was phrased, the kid had the sense to call me and ask it.

          Turned out that the work order he had been given didn’t give him any clues about the problem at all. It was probably a good thing for me that he made that call at all. That way he was able to go hunting through the store to find the right ped BEFORE showing up to try to install with the wrong one.

        • #2543753

          Do you need me to

          by the scummy one ·

          In reply to Taping the call

          email you a nickel or 2, for a rainy day?

        • #2631537

          Be Careful!

          by digitalfrog ·

          In reply to Taping the call

          I understand that one of their geek squad actually works for the CIA and NSA and has a ton of classified data stored in his brain….oops, sorry – wrong store, but I wonder how many Best Buy employees watch “Chuck” for pointers 🙂

          ____________________________________
          WARNING: May contain traces of nuts.

    • #2543764

      It is all your own fault, Tig

      by jdclyde ·

      In reply to Trials and Tribulations- Best Buy

      I have repeatedly posted on here that Best Buy is the LAST place to buy ANYTHING.

      The way to handle issues with BB and a purchase like this. Pay with a credit card, and at the first sign of issues, inform them if they do not resolve it ASAP, you will be calling the CC company to stop payment and will go somewhere else to get it. That will give them ALL the friggen time in the world to resolve it later because it won’t be YOUR problem anymore, it is THEIR problem that YOU have something of THEIRS that you are not going to pay for because they suckass.

      In case you didn’t notice, no, I don’t shop at Best Buy. I USED to LOVE that store, but they have changed their focus and have lost me forever as a customer and have converted me as a spokesman AGAINST them forever.

      [i]
      angels and devils policy my ass mutter mutter mutter…..

      • #2543740

        Went there because

        by tig2 ·

        In reply to It is all your own fault, Tig

        The SO gets reward points there. So I stole his card and got the bonus gift of adding a mass of points to it.

        I don’t recall seeing anything here about Best Buy. Perhaps I missed it. I wanted to make sure that I could search on “Best Buy” and find this thread again so that I can recall this experience forever. And invite other peers attention to this little nightmare during the Christmas shopping season.

        The SO is so appalled that he’s planning to send them back his rewards card. And do his consumer electronics shopping elsewhere.

        • #2543718

          Not only is Best Buy a horrible place to shop

          by jdclyde ·

          In reply to Went there because

          it is also an advertiser on this site… :0

          One of the discussion was something about the worst places to work.

          I don’t remember what the other one was, but the whole “angels and devils” policy was discussed.

          Any company that would intentionally chase away customers by being rude on purpose deserves to lose ALL of their business.

    • #2543677

      Please blast them…

      by boxfiddler ·

      In reply to Trials and Tribulations- Best Buy

      via their websites feedback. It might help you feel better, and it might get their attention. Don’t be nice about it either. Of course that doesn’t mean you have to curse them up one side and down the other but… Blast them.

      We recently had a nightmare with Lowe’s professional services involving a roof we installed to our place in Hot Springs. Their store personnel were less than interested in helping resolve the issue. Without going into details, it was successfully resolved only after I used the Feedback section of their website to oh so politely blast them.

      Of course, I will still never shop at Lowe’s again.

      edit typo

    • #2543660

      Tig

      by santeewelding ·

      In reply to Trials and Tribulations- Best Buy

      Too bad you don’t know a simple tradesman sensitive to the problem. A little 6061-T6 or 1018, some time and attention, and you bypass what a keyboard, the virtual, and umbrage can’t accomplish.

      Happened with my Sony Bravia. The stock pedestal was a joke. So,…

      • #2544463

        Not that lucky, Santee

        by tig2 ·

        In reply to Tig

        But I know who to call if I am ever in Southern California again!

        Thanks!

    • #2544494

      Finally!

      by tig2 ·

      In reply to Trials and Tribulations- Best Buy

      I received a call from a very polite Geek Squad agent named Jason.
      After hearing the saga from me, he went directly to the Best Buy location
      and found the proper pedestal. And then he slowly made his way to my
      house. It’s snowing here, has been all day. I understand.

      He had the set on the pedestal (with my help) and up on our temporary
      solution (again with my help) hooked up everything and left me with a
      working set that is actually stable.

      So now the significant one is happily trying to get everything hooked up.
      And the huge box is cluttering an already cluttered space. But we made
      progress!

      • #2544460

        Wow

        by the scummy one ·

        In reply to Finally!

        someone at geeksquad that can listen??? Amazing!

    • #2544464

      Local Stores

      by thechas ·

      In reply to Trials and Tribulations- Best Buy

      Glad to hear that you are finally making some progress.

      In the future, if you want good service both during and after the sale, avoid the big box and national chain stores entirely.

      Spend your hard earned money with a local based specialty retailer. Not only will you get exemplary service from staff that know what they are doing, the profits from the sale go right back into the local economy.

      Be it cameras, stereo equipment, musical instruments, big screen TVs, or major appliances, I shop the local dealers first. I have a list of firms that I have no qualms referring anyone to as I know they treat their customers well.

      One advantage that the local firms have is that they usually are in long term agreements with the brands that they carry. Odds are that both the service department and the sales staff will remember the brand 5 years from now. And, still be able to answer questions about it.

      Good Luck,

      Chas

    • #2473394

      Common sense vs. Duh!

      by rcstan ·

      In reply to Trials and Tribulations- Best Buy

      Before trying 100 times to get service via phone, why didn’t you simply take a couple of digital pics of both the box and the pedestal and return to the store? Resolution usually requires one to return the wrong pedestal and pick up the right one at the store. Duh!

      • #2473284

        Because at that point

        by tig2 ·

        In reply to Common sense vs. Duh!

        I didn’t know if I needed to manage the issue through the retailer or the manufacturer as the error was a packaging error and not a delivery one.

        The ped that was brought out to my home was one from a floor model that was being displayed on a wall rack. This is a part that is packaged with the unit. While it is a reasonably simple exchange, this is not a part that they would have in stock.

        And Panasonic asked me to work through the retailer. And Best Buy itself didn’t really know what to do.

        Oh- and I had a delayed install… that I paid for. Regardless of my willingness to install the darned thing myself.

        Finally, after paying for that service, why should I have to drag MY tail through the snow so that THEY could make this right? I had no way of knowing that they would have a ped at the store. THEY didn’t know how they would resolve this. The ped was mis-packaged by Panasonic.

        • #2473217

          Customer Disservice

          by coyt.watters ·

          In reply to Because at that point

          To me that was one of the *advantages* of commissioned sales. If I sold it to you, if you were unhappy I had to make it right or lose the commission. Back in the day when I was a salesdrone at Sears, I would have been on the phone with other stores to find and transfer one, then brought it out. Yes, I actually did that more than once, and no, I’m not working in that setting now.

          Like others have noted, unfortunately too many people at the large-box retailers are just hourly (*and the stores crow about no commissioned sales people like its a good thing*) wage-slaves. Remember last year Circuit City fired all of their top earners – there goes the knowledge and loyalty – just to improve the bottom line.

    • #2473379

      BestBuy out of touch

      by crobertson ·

      In reply to Trials and Tribulations- Best Buy

      Along with amazingly bad customer service, and prohibitive return and exchange policies, let me add “complete lack of common sense” to the BestBuy litany of disconnects. While uncharacteristically shopping there the other day, I asked about a certain sized LCD TV. The manager of the department hustled over, pulled up his screen, and advised that…while it wasn’t in stock, I could order it from BestBuy online. I had a minute, so I asked…would I also pay extra shipping? Yes. And local taxes. Yes. Hmmm…out of curiosity, why would anybody do that since there are so many other better options? Answer…no kidding…real answer…”I wondered that myself. I haven’t taken that class yet so I don’t know.”

      Only thing I can do is not buy their stock. Merry Christmas.

    • #2473373

      Another sign of the times …….

      by beckumsca ·

      In reply to Trials and Tribulations- Best Buy

      Best Buy thinks too much of themselves and their Geek Squad. And they truly have forgotten how important the customer is their business. Sounds like you’ve given BB their chance to fix it, so time to go to the next level. I hope you get it straightened out soon.

      It’s not just a Best Buy problem. Everywhere you go these days customer service has been placed on the way side. Most of the bigger companies are so warped about the bottom line that they forget how important customer service is. Once they have your money in their drawer …. you no longer matter to them.

      I was always taught to “Take care of you people.” And that is both the ones that work for you and the ones you are providing services. Seems simple enough … but when you think about it … how often do you see it in your daily life? How often do you do it on a day-to-day basis?

    • #2473302

      They hate me

      by gsg ·

      In reply to Trials and Tribulations- Best Buy

      I always make them unbox it BEFORE I buy it. If they won’t do it, I won’t buy it. I bought an LCD Rear Projection there and it was quite expensive. I asked them to unbox it, and when he said no I started walking out. Seeing his commission go out the door, he decided to accomodate me. I partly chose mine because at 41 inches, it’s big enough for my small room, and at 40 pounds, I can lift it myself.

    • #2473296

      It doesn’t matter who the retailer is.

      by jimsworkshop ·

      In reply to Trials and Tribulations- Best Buy

      Sorry about you issues with BB. I have had several issues with BB, Circuit City, Sears, Conns, Tiger direct, PC Connection, etc. The problem is that the workers to whom you speak to do not like their jobs, they do not care if you are a satisfied customer, and most probably are located in a country not located on earth. The best solution I have used is to contact the management at the corporate level and work down instead of working from the bottom up. Find that person that is in charge of the store manager and you will get better results. Always remember to be as kind and patient as you can be because you catch more respect when you give the respect up front.

    • #2638023

      You are not alone

      by downriverdude ·

      In reply to Trials and Tribulations- Best Buy

      Our local Best Buy moved from a neighborhood location to the mall, and subsequently managed to both reduce customer service and raise prices at the same time(which were never that great to begin with)… Just goes to show that a catchy name and a sparkly store are not everything.

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