Best Buy

Reviews 3

MA

Max Clark

The sales person I worked with to purchase a laptop only knew surface level information that was printed on the tag right next to the laptop. I asked about compatibility issues between some devices and was assured it would work fine when in fact there was no driver support and it will not work. While looking at the laptops, the salesperson found an open box for 90 dollars cheaper to save some money. I was a bit nervous about this and asked if the protection plan would cover a replacement. The salesperson assured me that if I had any issues the protection plan would cover a replacement. I thought that sounded great. Right away the touch screen was glitchy. After 2 months the screen was glitching out very often and it was near impossible to use the computer. I brought it in to geek squad and they made thorough notes of the problem. Once my repair was completed they called me to tell me that they had found lots of viruses and malware on my computer. I regularly run scans and am very capable of dealing with viruses should I get them. I asked for more information on the viruses since I had already run scans myself before backing up my data to bring the laptop in. They said they might not be viruses but maybe were malware or adware. They said they would call me back to let me know what specific viruses they found. That was the end of that part of the conversation. I asked them what they had found going on with the screen and the person who had called had no idea the screen was an issue. I asked him to check the notes and sure enough he said he would have to check that out and get back to me. He called back later that night and said I qualified for a replacement and that since there were not any in stock at this location I should go to the Inver Grove Heights location to pick one up. End of conversation. I went there and they were astonished that I was told that and said there should have been a transfer or some paper work. Then after talking with a manager he said, "Oh that wont be a problem at all." My review for what happened at this location will be posted separately but suffice it to say after an hour and a half I left with no laptop. I called Richfield Geek Squad back and talked with them and they offered to have me pay 100 dollars more to accommodate for the open box discount or to have the computer shipped out for repair. I understand now that this is standard policy however the sales person specifically had told me I would be given a replacement (not a gift card refund) before I purchased the computer. I told them to send the computer out for repair so I wouldnt have to spend the extra 100 dollars. Four weeks later I get a call saying they cannot repair my computer and I qualify for an exchange. I was stressed that this would happen the same way again but when I called in to Geek Squad in Richfield I spoke with someone else who was able to get things taken care. He double checked with others before promising anything and then made thorough notes regarding our discussion. He seemed to be understanding of the situation. I ended up getting a replacement and having my protection plan swapped over (which I found out wasnt supposed to happen but again I had been told this would happen by a sales person). All the geek squad agents except one of whom I spoke to over the phone were helpful. My experience was pretty terrible dealing with tons of miscommunication amongst staff and inconsistency regarding policy. I think Best Buy needs to train their sales people in better and require that they get to know the product as well as how the Geek Squad services really work since they are the ones selling it. I would return to this location for Geek Squad only. I will purchase new products on Amazon (they have way better customer service) and a well formed question in the Google search bar is less likely to give me misinformation than a poorly trained sales person.

MA

Marcellus Robinson

Terrible experience. I purchased the Samsung Galaxy Note 7 from Best Buy 2 days ago after speaking with their Samsung rep and consulting with their Best Buy mobile team who assured me that the explosion issue with the phones had been resolved and this "new" phone would not be susceptible to the issue. I boarded a plan and we were told that anyone having a Galaxy Note 7 needed to immediately power it off as reports were still coming in even with new devices. When I landed, sure enough, it was true. I then went to this location and when I asked the best buy person servicing me that I wanted to swap into the Samsung 7 Edge, I was advised of a $35 restocking fee. I then asked and later spoke with the manager, Saleh Faradnya. He told me he was very aware of the problem and that as a courtesy, he would split the $35 fee as it was my choice to buy the phone. When I reiterated that I purchased the phone only after speaking with not one but two of Best Buys professionals who assured me the new batch of phones had not experienced any problems, he said "it wasnt my store." Go back to them - in Indianapolis. I explained, Im just looking to swap into a different device, I dont want any money back. He said, "it was another store that gave you bad advice, not me. You had the choice as to whether or not to buy the phone. Im just being nice." This all stems from a phone that is publicly known to literally explode, both in use and not, has sent one person as recently as this week (out of the "new batch") to the ER. For boot, when I asked to speak his manager, he refused to give me his name or even advise if he would be in the next working day. Is this a store you want to do business with?

VA

Vance Trendov

I realize more then ever why people buy electronics online via eBay, Amazon and other places. I ran around in circles yesterday to 2 different Best Buy stores. The first one told me the 2nd had an open box inventory for what I was looking for. I went to that store and with the help of almost every manager we could not locate it and I was offered a different computer at a good, but a much higher price. After sleeping on it I decided that this was not the computer for me, so I will return it. Now today is busy and the store I baught the computer is on the opposite end of town. So I came to this location and customer service had to look the computer over and had a manager come by to approve the return. Mind you everything is mint less then 24 hours. I hardly even touched the computer. The manager (Kiki?) questioned me about why I couldnt return it to the other store. I simply said this store is on my way of my travels today, and the store I purchased it from is not. The manager told me I have 15 days to return and I could return it to that store. This started to turn into an argument about how she wanted me to go to the other store. I told her I am here now and I want to return it. She ended up approving it telling me to never do that again. I am not stupid I understand this hurts sales numbers but how she tried to intimadate me. Her tone, how she acted. It was pretty harsh. Two other employees around apologized for her conduct. I am strong willed and not going to let someone push me around when I know whats right. Sad day when you dont want to support a hometown company anymore.