Bestbuy Poor Customer Service-Hall of Shame
I bought a 22″ LCD monitor from Best buy 19 days ago. The monitor was an Acer which was on sale for $189.00 which was a very good price. I don’t usually buy much from Bestbuy due to their poor customer service. This is one store that if you ask to speak to a manager, you usually don’t get the actual store manager in my experiences. I was out of town for a few days on business and found that the monitor stopped working. For some reason the monitor went into a screen saver mode built into the LCD. I called ACER customer (no service) and they talked about repairing the monitor. A 3 week old monitor repair? How about a replacement? I took the monitor back to Bestbuy and immediately go surly service from the front desk employee. She told me that they will check if the monitor is good. A few mins later they told me the monitor was good. I was able to see the Geek Squad employee hook the computer via VGA to a computer. I knew it was the DVI (Digital Video) connection which was faulty. DVI gives a cleaner picture and usually makes test easier to read. The Geek Squad employee did confirm the monitor was not working. This is an unusual problem that you don’t see often. I knew the monitor was bad when I brought it in. The front desk clerk told me I would have to send it in for repair because it was ater their 14 day return period. I asked for a manager. She wasn’t very cooperative. The manager told me it was tough luck on me. I needed the monitor for work and he suggested I buy yet another one from Best Buy out of pocket while they repair this one. Who knows how long that will take. I am extremely unhappy. I can understand if they have a (14) day policy on returning the item. But this is a non working item. Is this how they keep customers. While a problem like this is not common, why buy from Bestbuy. A company like Costco will let you return a bad monitor a year later! DOn’t have the receipt, no problem as they have a record in their computer of the purchase. I will try and update this one as I am not giving up. I don’t think I actually spoke to the store manager. I will try an email complaint and if that doesn’t work I will be getting aggressive by filing formal complaints and contacting the credit card company. I expected from Bestbuy an exchange for the same monitor, or a credit back. They can send the bad monitor to ACER and get a full credit for the item. I think their customer service stinks and I put them into the Hall of Shame. Gnerally speaking I find theur prices to be nothing special either. Amazon.com would replace the monitor, and so would buy.com, two top online retailers. One more funny point, the surly front desk customer no service clerk told me I should have an extended warranty for this sort of thing. An extended warranty on a $200.00 monitor that didn’t last 3 weeks? It is under manufacturer warranty for 1 year!
This is a copy of a letter I got from Best buy when I filed a complaint against them. What a joke. they must be kidding. I am pressing on. I will be calling the credit card company to complain and see if that will help anything. I can say again how arrogant the instore people were even before we determined there was an issue.
I am Janice with Best Buy Customer Care.
I apologize for any inconvenience you have experienced related to your
inquiry on the return and exchange of your product.
Best Buy strives to make each experience you have with us positive and
as fun as possible, and we are disappointed if we don’t live up to that
expectation. Best Buy relies on feedback, both positive and negative, to
help us find areas for improvement.
We’re sorry to hear about the inconvenience this situation has caused
you. It is our goal to provide our customers with an excellent
experience, and your comments have not been taken lightly.
Please do not hesitate to contact us for any questions or concerns. We
look forward to your next visit to one of our stores or to
Best Buy Customer Care Team
UPDATE I went to get the monitor repaired. Had to take it to my nearest Best Buy. They first asked if I had an extended warranty on new monitor 30 days old. I told them no. After the clerk typed in my info three times he said the monitor was covered until 2010. Thats great but I will have to wait a month for this to be repaired. I ask how good is a warranty when it takes a month to fix a monitor for work purposes. ACER and Best Buy-You both stink!