Best Buy B.S.

[Todd67]

Well, I was really looking forward to getting the NX-60 today at Best Buy. I have a service agreement that I purchased about a year and a half ago on my Visor Platinum. Since then I traded it to a Prism when the Plat was giving me problems. And it was no big deal, they asked what was wrong, and said go get another one. I got the Prism and they actually had to give me some money back. AKA Best Buy card.
Today when I went to Best Buy to return the Prism under the service agreement. The left button (date book) sticks while playing games, and the battery doesn't hold a charge as long as it should. They said they needed proof that the button sticks and the battery isn't holding up. I told the idot that I spent two hours the night before deleting all my personal stuff so I could trade it in. I didn't have any games to demonstrate the button problem. So they are going to "check" out the battery life and get back with me. I was so mad when I left I could have ate nails. Anyway, I just had to vent, and see if anybody else has had a similar experience. And the manager said that is their NEW policy.

[diceman725]

I had a similar problem with my NR70. Was out of town when my unit locked up and wouldn't turn on, even after a hard reset. Called the local Best Buy who happily told me to bring it on in for replacement. Took it in and they agreed to swap it out. Problem started when they tried to do the swap in the computer. Because of the price difference between the NR70 and NX70, they had to involve the manager. He told me they had to verify the problem, and that I'd have to bring in my accessories (which were at home 800 miles away). He wouldn't use the charger in the NX70 box they'd already opened, because he was unwilling to "open" a box (huh? - wasnt it already opened). Including driving up there and back, the whole process took me more than 90 minutes, only for them to tell me to "piss up a rope".

I left a very disatisfied customer, because I had a legitimate problem and wasted more than an acceptable amount of time trying to get it resolved. But, I have to admit, they're probably more cautious because people are using the Service Plans as upgrade plans. I'll continue going to Best Buy and buying my big-ticket items with Service Plans primarily because my alternative retailers are so much worse (won't even walk into a Circuit City). In the meantime, I'll write a letter to Best Buy customer service and explain my story. I have no real problem with more rigour around replacing items, but don't waste my time, and if you do, be pleasant about it...

[Todd67]

Diceman,
Yes, It is very frustrating. The one thing I myself had over looked on my service agreement, it does cover "wear from normal use". Which Best Buy was agruing that my PDA had only normal wear problems. Ugh! Anyway, I do like Best Buy and will continue to buy there, like you said, I will not even walk into a Circuit City.
And Best Buy did replace my Visor, and I got the NX-60 and paid the price difference. So, I'm satisfied............Todd

[Serena]

Hi, I'm one of the idiots that helped BB change their exchange policy. I work in a BB and sold A LOT of PDAs along with the service plans. The problem was that the PDAs were supposed to be sold a Product Replacement Plan and not a Service Plan but because of the drive to "keep our numbers high" we sold the Service Plans which meant people could exchange a Palm 100 and upgrade to somthing else while just paying the difference.

Hey, at the time it got my department to #10 in the company and for a good year everyone was happy--except the insurance company who handles our PSP/PRP plans. They were losing money BIG TIME because of all the exchanges and what they had to pay to BB for the returns of, typically, good working units.

So to stem the flood the policy has been changed to the point where if a tech ok's a return of a good unit or I sell a PSP on a PRP unit then the firing's begin. End of line--full stop.

I abused the policy 7 times and I think unless my NX70 goes bad I'll have to wait for a repair on it and not just get an exchange. BUT one thing you can do to damage your unit that the techs can't find is by taking a small screwdriver and ramming it down the memory slot a couple times. Take the unit back and say it won't read the memory card (it won't, trust me) and it won't read the sample card the techs have. If you talk nice to one of the managers they'll sometimes ok an exchange/repair and you won't have to wait for a repair.

So in the end BB was losing a lot of money along with the insurance company and since implimenting the new policies you might have seen the rash of brand new BB stores opening up everywhere.

Serena the Best Buy Chick

PS: the plan still covers NORMAL wear and tear, even to the point of the paint coming off the buttons but it's a manager's call as to whether you can get a new one that day or wait for the repair.

[diceman725]

Serena, are you suggesting we don't buy PSPs anymore? Sounds like it's going to become more of a nuisance than it's really worth.

[Scott777]

Best Buy Sucks! Any time I've had to return something for a legitimate reason, you have to stand in line for 30 mins. I haven't set foot inside a retail store in over a year.

I have a better idea:
http://shopping.yahoo.com/
www.shopper.cnet.com

[hoodoo]

BUT one thing you can do to damage your unit that the techs can't find is by taking a small screwdriver and ramming it down the memory slot a couple times.

wooo boy, that's good advice from a Best Buy employee. Let's see, I'll just take my $800 CAD NX70 and ram a screwdriver into the MS slot a few times.:confused: What happens when they refuse to exchange it? You're screwed buddy:mad:

That must be the stupidest post I've ever seen.

[emomd]

i bought a laptop, vpr matrix, from Best Buy four months ago, and now there is something wrong with the fan. I still have one year warranty and 3 years warranty from their service plan, and so i brought it in and they said there is nothing wrong with it, come on. i do know few thing or so about computers, so i do know what i'm talking about. Inconclusion, Best Buy sucks.

[Scott777]

I love their logic. Instead of replacing a $20 dollar fan, now your laptop is going to overheat and probably fry your processor and maybe even your motherboard. I hope you've backed up to CD's or Zips, cause you can bet your @ss that when you have to finally send your dead unit in, all will be lost.

No wonder the insurance company handling these warranties are taking such a beating. These lame high-school techies figure that as long as you can turn the thing on and it works, nothing's wrong and figure it'll be somebody else's problem next week...

[Serena]

I'm not saying the PSP/PRP plans are worthless. It's just that the stores are having to follow the letter of the law in the plan instead of what it used to be.

I still buy service plans and not because I'm an employee but because the manufacturers guarantee sucks. Ever read one? They cover manufacturer defects and they're the ones who decide what a defect is which means you're paying out of pocket for any repair. With the PSP/PRP you have a document which, to say it simply, guarantees the product you purchased will continue to work the way it did when you purchased it. If it doesn't, for example with PDA sealed batteries, once those start to die we can't fix them.

The problem stems from too many employees selling the plans and saying it "covers everything" which it doesn't. Depending upon the product it covers the minimum:
1. Dust
2. Dirt
3. Humidity
4. Normal wear and tear
5. Power surges.

No manufacturer will cover those unless there's been a recall. I personally have had (before becoming an employee) to exchange my Minidisc player because the batteries died and we don't sell the batteries. New unit please.

If there is a real problem most items can be repaired, such as my Sony DVD unit when it started skipping tracks after a year, within a week I had it back and it's working perfectly.

I'm sorry to those who hated or thought my last message was stupid but I'm just trying to inform people what the policies are so when you go in you know what to expect. That was it. I don't buy plans on everything I buy but for my newphew's portable CD player I did and he's had to use it 10 times in the first year.

NOTE: Do not but Curtis or Audiophile units. Those are returned more than other units but they are cheap and great gifts for someone you have to buy a gift for and it doesn't need to be "special."

I'm a Rep 2 which means if you return a product you deal with me first and usually last. I'm just trying to help. Best Buy is a great company but for example last week a guy tried to return an unopened DVD/VCR he bought back in October. Sorry, had to turn him down because I don't know where it's been. He could have had it bouncing around in his trunk or in a rental storage place and it could be damaged from that. I wouldn't return it because of that but also I'm protecting other purchasers who might buy it, find a problem with it, and return it.

Just giving everyone the skinny on BB.
Serena

[Todd67]

Serena,
Thanks for the info. I do like Best Buy compared to other Electronic stores. I started this thread because I was upset when the Tech nerd was telling me my PDA had normal wear. When that is exactly what it covers. So in the end, I did get my Prism replaced for a NX-60, and I paid the difference. No problem.......

[Serena]

I'm sorry you had an idiot who didn't know normal wear and tear is covered under the PSP/PRP. If you think you're in the right then by all means ask for a manager and this probably sounds stupid but they're people also. Be nice. Don't yell or throw a tantrum.

I ok returns I shouldn't because the person was nice and today I could have returned a simple little power unit and not been questioned about it but because the guy was a ***** to me and cursed I didn't do it.

The moral is if you treat people with respect and understanding for their position then they will do the same. BB DOES NOT want you to go to the internet or worse--to lose a customer because of something stupid. You have every rite to get a manager to explain what is in the service plan and why it doesn't apply to you. At my store more than not we'll approve exchanges because the bad customers are so bad that when a good customer comes up it's almost out of the ordinary.

If anyone has any questions about a return that wasn't put through then please feel free to post it or email me. I'll get to the answer for you.

Believe me, when I was hired at BB one question the GM asked me was what I thought of BB. I told him the truth which was that I don't shop here because customer service sucked and the employee's acted like they didn't care or tried to shove a service plan down my throat. Well this year is different. People are fired for putting pressure on customers for service plans, our customer service ratings (from telephone interviews from the customers) are rising, and product knowledge is also going up.

Serena the BB Chick

PS: Check out Shinza.com for the MAPP mouse. Just got mine and it blew the guys away at my weekly lan party. Talk about futuristic! Makes the Razor look like a flattened squirrel.

[Rnevesjr]

Serena,
Sorry to disturb you.
I've read on this PDAStreet forum a post of yours about getting a new item if you have the service plan from Best Buy, and your product is defective.
Well, I do have a PSP since January/2002 (it is still valid for more than a year). My iPaq got its stylus latch broken, the battery is not holding the charge any more, and the backlight acts like crazy, so I would like to exchange it for a new one and I'll try to do it in Miami next week.
My questions are:
Shall I take all the accessories with it (cradle, etc.)? Will the guys on Best Buy give me a hard time to have it exchanged? As my iPAQ is not sold anymore (3835), how does the exchange is made, would I be able to get a unit of the same price I paid for my one?
I live in Brazil and it would be great to know this stuff , since the trip is very long.
Thanks a lot,
Rnevesjr

[Serena]

Hiya! Sorry I didn't answer earlier, been playing with my new 40 gig iPod--sweet!

When you take things back to best buy it's ALWAYS best if you can take everything with you including the plastic bags the pieces came in. The reason is if simply that if you're anal enough to keep all those items then:
1. You probably take care of your PDA (whatever device) pretty darn good.
2. The exchange is short and sweet because it's a straight exchange. If you go in with just the unit and the PSP then usually it takes about ten minutes for the tech to check it over and in that time it let's them rethink doing an exchange without running more tests.

With just the unit they will exchange just the unit meaning they keep the box and anything you didn't bring in. All the stuff is important because when they do the nightly DEVO all they need to do is print out the DEVO tag, tape the box shut, and put the tag on. End of their job.

Without a box then it becomes more of a hassle and things slow down and well you understand.

Also don't admit to doing anything non-PDA related to it. For example, and this is a true story, someone programmed a Hot Potato game for their PDA. For those who don't know the game it's simply a timer you toss around and if it goes off in your hands you're out. So the guy was letting his kids play the game on his Palm 3x. Duh, that's not covered under any warranty. So play dumb and say in a meeting the battery died or the screen went wacky and you had to turn it off and use paper and you really need a new one.

Hope this helps,
Serena the Best Buy Chick

[Rnevesjr]

Thanks for the answer Serena.
I'll bring everything with me (actually I have the original package yet), and I hope the exchange runs smoothly.
Cheers,
Rnevesjr

[Guitar Picker]

After much checking, and rechecking, the best thing to buy at best buy, and not have a real problem is to buy only music cd's. Be careful what cd you get, because if you do not like the cd, they will exchange it for the same one, not a different one. Sorry only defective cd replacement. Just a last thought, When you pay a lot of money for a good product, and then they want you to pay more money for a service agreement for the chance that it may need repair, and or replacement? The cards are in their favor. Buyer beware.

[Serena]

Originally posted by Guitar Picker
After much checking, and rechecking, the best thing to buy at best buy, and not have a real problem is to buy only music cd's. Be careful what cd you get, because if you do not like the cd, they will exchange it for the same one, not a different one. Sorry only defective cd replacement. Just a last thought, When you pay a lot of money for a good product, and then they want you to pay more money for a service agreement for the chance that it may need repair, and or replacement? The cards are in their favor. Buyer beware.

Uhm, yeah. That is how it works and you can't really blame them when CDs can be ripped in a matter of minutes. The Service plans are sold:
1. On average most items won't need it so the store makes a profit and you have the option of not buying it.
2. The manufacturer's warranty is usually very strict and you need to typically send the unit back to their approved repair facility. A Service Plan not just extends and enhances the warranty but gives you the ability to return the product to the nearest store and on some items like PDAs and Phones to get a new one the same day or at least faster than the manufacturer's shop.

No one forces you to get a PSP. I just happen to like them because they make my life easier when my PDA goes bad or if my iPod battery starts to die.

Serena the Best Buy Chick

[Rnevesjr]

Serena,
I've exchanged my iPAQ 3835 for a new iPAQ 2215 (actually I had to it two times, as the first had a battery fault) with no problem.
Just came into the BB and told the service guy what was wrong with my unit. He did some tests and said that the fact that I had everything with me (all the accessories in the original box) helped a lot.
Thanks again for your advice.
:)

[Serena]

Always glad to help. I'm happy it went so smoothly. Sometimes people forget that the store workers are people also and they have to follow their own rules or be fired.

Anything else you know where to reach me. :)

Serena the best buy chick
serena@comcast.net

[ykcim]

first off, I'm a tech. 2nd off, I know my stuff, want to argue, please do. to the first poster, yes, maybe ur button was broken, maybe it wasn't, thats not for me to say now 'cause I don't have it. BUT if you can't demonstrate the problem, than there is in our perception nothing wrong. want me to fix it? show me the error, i'll write the tag up, and send it out. but countless times ppl have come in complaining of errors that dont exist just to get a return for a newer product, or we've a few times sent products out that we couldn't verify the problem. after a month, the product comes back, the manufacturer says that what the customer said was broken, wasn't(because it was described wrong or not accurately enough)

you have a problem with a unit, thats great, really, bring it in. BUT SHOW ME THE FREAKIN ERROR -_-

is that to much to ask?

[Serena]

Originally posted by ykcim
first off, I'm a tech. 2nd off, I know my stuff, want to argue, please do. there is in our perception nothing wrong. want me to fix it? show me the error, i'll write the tag up, and send it out.you have a problem with a unit, thats great, really, bring it in. BUT SHOW ME THE FREAKIN ERROR is that to much to ask?

Hi, it's Serena. What store # are you working? Anyway I don't want to argue but do want to hit some points because I deal with you guys and it'll be helpful for the people reading this to understand how the store works. I'm all for BB growing and all but I also feel bad when I'm forced to turn people away for a problem.

Of course if the problem can't be duplicated you assume it must not be a problem. But it's like taking your car to a mechanic--not every problem happens on a regular basis. Someone describing a problem I know is a problem makes them more beliveable. And from personal use (had to get the store manager to ok me using my PDA) I can't wait a week for it to be sent out. I need my information now because Best Buy as you know, unless you're a manager or Sup that $ sucks so I have a 2nd job. But I love the discount.

So I help people how to work around the system. It's been so f'ed up by management and changed by whim by the MOD that the customer can have one answer one day and another the next. And if I can't be without my PDA for a week what about other people? I'm not special. My doctor uses a CLIE I sold her and has a lot of medical texts and drugs on it so for her to be without for a week can be real trouble.

Does the system get abused? Yes! BUT by both sides and I don't think that when you buy the PSP or PRP and you're told one thing and then a policy changes without informing you it's not fair to the customer. That's it.

Personally I'm glad BB is getting out of PDAs because they're all DEVO or tagged and bagged for a week or more. Plus we have teens who are getting $8.00 an hour and asking them to know A LOT about a highly technical device when really all they care about is either are the numbers up or is my replacement going to be late.

[ykcim]

I'm one of those teens, and I'm a tech......are you saying teens don't know enough -____-

^^

if the problem can't be repeated, imho, it's an anomoly, or a user error


as for the system, do I work it when the time is right? yea, I've done data transfers on the spots for lawyers who can't have their client information out of their site, 'n I've returned service items with broken LCD's(phone's when it's cold out, the lcd can just snap)

I've done that once or twice, but by no means is it the norm. the paper work says we'll fix it, dosn't say we'll fix it same day, nor same week. if your a doc, sorry, but if you bring a car in to be fixed they don't do it on the spot, neither do we.

[Serena]

Ok, right now the pop-up graffiti screen on my NX-80 isn't always picking up what I write. Is it all the time? No. Can it be repeated? Yes but you're a tech. how much time do you give when there's a line of people all waiting for you? The data you switched over for a lawyer; how long did that take? A lot of items I totally agree should be sent down the line SOP. But a few things we carry such as PDAs shouldn't. I'm not talking about the guy with a HD receiver and a loose cord that shorts out the picture.

And I don't care if your a teen--most of the store is filled with teens who don't know what they're talking about. I just had a friend come back from my store complaining that he was sent from digital cameras to PDAs 3 times because neither knew where to find the memory card for it. That's the type of bad service I'm talking about.

Best Buy is becoming what CompUSA was and that's a store you go into when you know what you want, don't need an employee helping you spouting out catch phrases about buying a PSP, and that's IF you can even get anyone to help you.

Sorry but in Customer Service I teach all my people that if they don't know what the product is then take it to someone who does and unfortunately at my store with PDAs it's not the techs.

Serena

[abid786]

There was quite an extensive thread (150 replies) on Cliesource about this same topic.

Abid

[gmpro07]

Serena,
I know you mean well by alerting people on how to handle Best Buy--but I wonder how ethical it is to advise customers to jam a screwdriver down the memory slot to intentionally break it. Maybe I am just an old prude, but I don't know...

[strickjh05]

About three weeks ago my handheld device (Pocket pc hp5555) stopped working properly. The connection part between the bottom and the charger/cradle/keyboard no longer connected 100%. It had to be held at a strange angle. I returned it with the charger and keyboard with a note explaining the problem to any electrician/tech in the official HP certified place that Best Buy had to send it to. (Under 3 year warrenty)
It helps me make lists and keeps all of my important information. I have taken steps to ensure that if anything were to happen to my PDA, my life would not begin a downward spiral. All of these steps had been in the form of me backing up my files on my home computer frequently. Last Friday I brought my hard drive to school to get my operating system backed up. Later that day I returned to find that my eighty GB western digital hard drive was gone.
I realized that all of my documents were there and that I would be unable to type any of my homework until Wednesday, when my pocket pc was due back. On Tuesday I tried to get a hold of the customer service at Best Buy to see if my pocket pc was back. After more than am hour on hold trying to find out, I got nowhere.
I went back to Best Buy on thursday to see if my pocket pc had arrived yet. When I got there I was elated to hear that my pocket pc had come back. I had planned on typing my paper with the keyboard that I had sent out with it. When the service guy came back I noticed a few things. First, my keyboard was broken and second the charger was missing the adaptor. This was workable but I wanted to get it straitened out immediatly becuase the keyboard was not covered by warranty. The Best Buy technicians decided to give me a new power cord. They opened a Pocket PC box and gave me the charger. The keyboard took a long time. They couldn’t decide whether or not to get me one just like to one I had or something more expensive and “crappier” as it was many times heavier and bigger. Of course they gave me the second option. While they were deciding I plugged in my pocket pc, so it could start charging and I could soon start typing. It wasn’t charging. My pocket pc had become worse since I had sent it in!
My pocket pc is expected to be returned to me in 5 days. *Sigh* It has been so long. Nearly three weeks without my pocket pc. I use that thing constantly. I miss it. So very badly.

:' ( .

John

[galaxygrrl]

Serena,

Well, I took a deep breath and took a nail file to my Palm Card slot. I really think this was a crazy thing to do, but, I hated my Palm and missed having a CLIE.

So, I guess you need to be able to live with the consequences if this trick does not work, but it worked for me.

Thanks for the idea.

dbk

[strickjh05]

My pocket pc had been gone for a month. The service center (dex?) had 'junked it out' without my permission. There are no appropiate replacements availible. So yeah that sux. lol.

Now I have to convine the District ppl to get me a new one (probably from Amazon)

So far I have wasted about 16 hours at Best Buy and a lot of patience. Oh, well. Any tips for going agianst the district (to serena) and getting a 5555? The other option is to get a 4100 (ewwwww) which I'm REALLY not interested in. I dont feel like downgrading, lol.

john

[donorcyclist]

Todd, I feel your pain! I had a similar experience (tried to trade up to another, newer Palm). When I bought my service agreement, the guy at the counter said I could even bring it in if I just wanted to upgrade my unit. I tried to do that, and they said it had to be broken! Fine, so I told them the amp is really poor (standard on the Zire71), and they wanted me to come back with a set of headphones so that they could confirm that!

I won't be buying the lousy sercice contract with the thinking that I can upgrade it, I can tell you that!

I have a year left on the service agreement. I wonder if my Palm will last that long...?

[strickjh05]

I caved in and went to get a 4100. Best Buy center had sold the last one about 2 hours before I got to Best buy. The ONLY option was store credit.

So I downgraded and got 200$ of store credit too.