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Best Buy Customer Service Sucks!

October 31st, 2016 by Bob Bly

On October 29, 2016 we purchased Samsung TV from the Best Buy in Riverdale, NJ, to be used for both cable TV and X-Box.

The salesman, Sam Giro, discouraged us from hiring the Geek Squad as we intended, saying it would be a snap for us to set up the TV and connect it to both cable and the game system ourselves.

I expressed concern because I am a technical idiot and said, “What if I can’t do it?”

Sam said, “Just call the store and we will send someone to take care of it for only $50.”

Well, we couldn’t do it. As Sam had suggested, we called back to set up Geek Squad service.

But instead of scheduling a service call over the phone as promised, Sam now he told me we had to drive back the 40 minutes to schedule the appointment in person.

When we got there, Manager Richard Parra said it would cost $100, not $50, for the service call, because there were 2 connections – cable and X-Box.

I said, “Richard, Sam told me Geek Squad would do the whole thing for $50 and we could just schedule it with a call to the store. Instead, he forced us to come back, wasting, between driving and dealing with you, over an hour of our time – and then you refused to honor your quote of $50 and charged us double.”

Richard shrugged, made no apology, and in essence told us, “Too bad for you; this is our policy.”

Are Best Buy store managers so little empowered that they cannot make things right with an unhappy customer who has been deceived by a dishonest salesman?

Do yourself a favor and avoid Best Buy.

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This entry was posted on Monday, October 31st, 2016 at 12:04 pm and is filed under General. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

50 responses about “Best Buy Customer Service Sucks!”

  1. JW said:

    Outstanding, Bob!

    I’m 55 and have been technically proficient most of my life. I have found, however, that with age my time and willingness to stay abreast of the latest gadgetry is diminishing. I hate smart phones because a.) it’s difficult to read them, b.) it’s difficult to text with them and I. Do. Not. Text., and c.) I can’t stand the disengagement from one’s surroundings they’ve brought to humanity in general.

    It’s sad that so many younger people today feel that staying abreast of technology is critical, and worse, feel that others should be required to do the same. It may be for those whose job demands it, but not necessarily for those who have the resources to out-source it, or who simply do not require it to get by.

    I love snail mail and will always prefer the personal touch to anything electronic.

  2. David said:

    Bob,

    This sort of thing seems to have become systemic as far as customer service goes. I wonder if any organization realizes in this instant access world how quickly bad service can be spread around, and just how damaging it can before an organization, much less an individual.

  3. Margaret Roberts said:

    Bob, I am with you! I recent time wasted dealing with technology that is supposed to save time! Just wrote a post on technology that you may enjoy reading http://www.ladyroselives.com/2016/11/04/technology-generation-gap/

  4. Jean said:

    I think this may be indigenous to technology suppliers and service firms in general, not just Best Buy. The power connection on my laptop disconnected from the main board, necessitating a trip to a repair shop to have it soldered back on. I asked for an estimate on the job – and have been waiting nearly 3 weeks for an answer. However, the shop owner did leave a somewhat nasty voicemail advising me to bring in the power cord. Techies know two things about their customers: 1) they are tied to their devices, either because of work or thru a social need, and 2) once they have you, they have you. No need for super customer service when your choices are limited and your need is high.

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