Best Buy: The Rantening

[seal_clubber]

Our story thus far: As regular readers know, I have had some woe dealing with Best Buy concerning an air conditioner I bought from them mid-2005. It broke down last August, we took it in to be repaired, we didn't get it back until late-November, when we didn't need to hook it up. We hooked it up this May, only to find it was still broken, so we

Comments

[utsi]

start up with their head office. explain your amazing lack of joy that a simple repair could get dragged out for a year and a half by _them_ (first repair should have been speedier and more conclusive, second repair was not in fact a second call- but an extension of the first). explain that you are less than happy about the extended warranty explanation and quirks, but will still ready to deal with the company. rather than lose your money/gift card. and then to encounter a less than enthusiastic sales person who seemingly took glee at your honest but unknowing queries (i don;t no nuthin' 'bout birthin' no 'puters miss scarlett) *blink blink* that a service person would not further explain or help you simply has made you aghast and shocked...and, and. well. you simply do not want to ever have to deal with the company ever again. all you want is your money back. if they would please cut you a cheque for the gift card, you will not continue to regal coworkers and friends and family with recommendations that they never shop at best buy...

i am sure you get the picture and can write a better script. be calm. and keep going up if you seem to hit a dead wall. better to stop and ask for the supervisor to call you back. (lengthens the process, but that can also work in your favour), head office has more power and vested interest in making customer X happy than an individual store does. they also write company policy, so they can over write it. where stores can;t. also be amazed that no one offered you the chance to talk to the manager... ;) (because they should have, since you were so vastly unhappy) you're too upset to do so now and feel that it has gone beyond the bounds of a simple store issue at this point (btw).

keeping calm makes them a little more nervous. persistance and occassional raising of voice helps. ask if you want any more insights into chain store service... i've got almost 20 years on the other side. you should be able to get something better from the situation than you have. just think about what would make you 'happy' and have that in mind. let them try to propose to you though (you haven't a clue, you are so upset- what are your options, you know nothing about company policy or what is 'possible' to make you happy)

good luck. i'll keep reading

[shoeburyness]

You know, I don't think Best Buy really gives a crap if any of their customers are satisfied. Once (quite a few years ago) my ex-husband bought a combo TV/DVD player there. The next day, he noticed there was a line in the picture. He took it back and tried to get a refund... and they not only would not issue a refund, they stole his recipt and refused to return it! The check had not cleared yet, so he left the thing on the counter and called the bank to stop payment on the check. They continued to try and collect on the stopped check, for merchandise that had been returned to them, for years. I heard on a local consumer advocate radio show that the receipt stealing thing happened to several other people in Colorado. Best Buy really, really pisses me off.

[utsi]

that is why i am suggesting talking to thehead office. going up the stream gets better results. i had an item that was taking a year to get fixed under warranty. calling the office on montreal got every issue resolved in matter of about six weeks. there's tricks to every problem, and quirks to every store. i'm not knocking that. but i have also worked retail behind the service counter for 18 years now. there are effective ways of getting satisfaction. and policies change. what happened to your husband was a few years back you say. do you know what changes in the corp. attitude have taken place at best buy? because company priorites change about every six months. better success is found by knowing what the current theme is admittedly.

there is also the factor that we are talking about canadian situations here. not american. that might make a difference.

[davesbrain]

"... just think about what would make you 'happy' and have that in mind..."

I'm betting that what would make him happy likely has little to do with getting his money's worth, and more to do with the Best Buy staff and the violating of the Geneva Convention.

[utsi]

lol :) i did say think, not do