On July 22, 07., I took my Computer to Best Buy (still under warranty) to be repaired. I was told it would take 3-5 days. After the 6th day I phoned B/B., and was told that I miss understood and that it takes 7-10 days and that they had just sent off my computer on the 25th., to Louisville., Ky. After the 11th., day and speaking with a Manager I was told that it normally takes up to 15 days. So now I have been told three different times it would take for repairs and return. He also told me that as soon as it came in he would call me. Finally I received a phone call that my computer was fixed. I live one hour from B/B., so I phoned them to make sure that all was ready for me to pick up. The young women tells me to hold on and sits the phone on the counter. I could hear her tell someone that I was calling to verify a repair and a tech said "that's stupid what's to verify it's fixed stupid lady"(meaning me) well, when he got on the phone I let him know I heard every word. I got no apology just what did I need?
I told him I needed him to make sure all the work was done and that my sound was working, he knew nothing about the sound repair but checked it at my urging and found that it indeed had not been repaired. At that point I was told it would have to be sent off again. I, to say the least was VERY upset. At this point I had been without a computer for over 10 days. I waited 3 days and phoned B/B and spoke to a Manager, probably the 3rd., or 4th one at this point and he told me that he had no idea when my computer would be back that he would check for me and call me back in 15 minutes.
Well.... 45 minutes later I phoned B/B back I never heard from him. So I called back and spoke to another manager who told me the previous manager had already left and they could not find any info on my computer that I would need to call back the next day. Of course I am totally frustrated I call back into the 14th day and speak to another manager and they find my paperwork and proceed to tell me they have no projeted time of arrival. I waited another 2 days and spoke to another manager and was told once again they had no idea when it would be back. I asked for their Corporate Office number for Customer Affairs and they gave it to me however, when I called to file a complaint I was told that they could not help me because I had a laptop and they did not have a division for Customer Affairs for Lap Tops that I would have to call the store I bought it from! How ridiculous is that? At this point I have NO RECOURSE.
I had already called the store countless times and has spoken to every manager I could. At one point I called on the Tax Free Weekend (before school starts) and was told that it was the Tax Free Weekend and I would have to call back that the managers were busy! Finally on August 17th, they called me to come pick up my computer at this point we are close to 30 days. I go to pick it up on Saturday the 18th, an hour drive for me and have them check over the repairs bring it home and find that someone had dropped my lap top or dropped something on top of it and cracked the housing and USB port.
I phoned B/B immediately and they told me that they would have to see it. I thought right then I was in deep trouble that they were not going to fix it. I drove back up there today August 19th and had to wait outside till the store opened (@15min)there were several employees standing outside smoking, talking and one in particular employee consistently spoke using the F word. I was VERY disgusted at the point with B/B anyway so I approached the group of employees and asked for that particular employees name and reminded them that children were there and they represented Best Buy. When the doors opened I went to the Geek Squad Counter and asked for a manager and explained about the damage to my computer. I was very surprised that they took the responsibility for the damages.
But guess what!!?? They had to send my computer off again to be fixed. I told them they were killing me with all this back and forth and waiting and their very poor customer service. At this point I have no recourse with the store. I do however plan on sending a letter to the Better Business Bureau of which they are a member. I have also tried to find a Web Site for Best Buy Consumer Affairs and not to my surprise have found nothing but complaint after complaint posted on the Customer Service of Best Buy. They really don't care about the customers satisfaction once they get the customers money. It is really sinful.
I told the last manager today I wanted my lap top fixed 100 percent so that I would NEVER have to set foot in another Best Buy. I hope this all makes sense. I am still beside myself over the whole situation. I have never dealt with a company that has such disregard and disrespect for their customers.
Thanking you in advance for your assistance.
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