Best Buy rant - the Worst Buy

[Norouzi]

I like BB for CD-R spindles, but I stopped buying anything but new released CDs (like day of, its usually the only day of sale on CDs)....BB is never cheaper than other online retailers, but when u need i right now, you sometimes have to bite the bullet.

Anyway, I bought the replacement plan for a set of Pioneer Subs in like 1997, 4 yrs of no questions asked replacement they said.

So over the course of 4 years I routinely returned them, about 5 times just to keep them "fresh", and only once did I actually accidentally blow them and render them useless. Am I a bitch for taking advantage? I dont think so, I paid money for the replacement plan, thats all the extra they get from me.

If they dont offer a replacement plan I can understand why, but in the end if you have in the past then why stop now? iPod is prolly the damn reason.

Actually what you did is exactly why stores stop offering "Replacement No Questions Asked" Policy, because people take advantage of it and it's not cost efective to offer it any more. Returning something simply because you want something new is no different that saying "Well I've paid my car insurance for the last 5 years and now I want a new car, I'll just total mine and my insurance will get me a new one." People like you are the reason people with a genuine problem have to jump through so many hoops now to get anything accomplished.

 

[mzd]

I bought my shuffle at BestBuy and bought the "replacement plan" for 2 years. I was specifically told that they DO NOT service, just replace and that this plan is great because I can use it to "trade up" to a better iPod in the future.

Yeah, right. I brought my shuffle there to try and get a nano for $100 (was told I would get the replacement money in a gift cert.), but they said it's only for defective stuff and everything. I got really mad and left, but I guess I should have argued, since I know who the person was who told me that at the store (they were a few registers over).

Darn BestBuy...

ok. well. in your case, i believe the "trade up" idea is only if your product is defective. you bought a suffle and a replacement plan. of course the replacement plan is only for when it actually breaks. who ever heard of being able to buy something, use it for a year with no problems and then expect to return it for full value???
as for prp vs. psp, when i got my ipod (3g 20GB) i was told that i could not buy a prp because the ipod was over the price limit for the prp plan (i believe that limit was $200 or $300 - either way, my ipod was $399). i could only buy the psp, which i did. the psp means they will try to first service your ipod (if there is something actually wrong with it) and then replace it if it cannot be serviced. so far, i haven't read anything that doesn't fall in line with the policy any of you bought. now i've got no love for best buy, but it seems as though people are getting exactly what they paid for here. to the OP - are they now refusing to honor the service plan (i.e. repair or replace your ipod)?

 

[devilot]

All replacement plans are for defective products only. They aren't there to just replace the product whenever you want to.

Not true... Sharper Image used to offer a replacement plan where you could also choose to upgrade your current product; return it and trade up for a newer/better product (while paying the difference, of course).

I don't think they allow for that anymore, though.

 

[Koodauw]

Hey Chip, since you clearly wont be spending that $50 giftcard to Best Buy, Would you be interested in selling it? Ill offer you $40 for it.

I worked at best buy back when I was younger, so I'm fully aware of the screwing you took. Nothin out of the norm for Best Buy. If you want some funny stories, check our Bestbuysux.org

I want to buy an iPod video, so that giftcard would be beneficial to me, and perhaps you. let me know.

 

[jeremy.king]

Im confused a little. They are going to fix it, free of charge as promised by the PSP and you are upset because you aren't getting a new one? Obviously you don't need to be reminded to read the fine print, so I assume you did and realized that they will replace at their discretion (in so many words) and not yours? I'm definitely not a BB proponent but your complaint seems weak.

 

[jeremy.king]

...
So over the course of 4 years I routinely returned them, about 5 times just to keep them "fresh", and only once did I actually accidentally blow them and render them useless. Am I a bitch for taking advantage?
...

Yes, since this type of abuse is the cause of Chip's frustrations...

 

[Yvan256]

I am beginning to believe those that swear by Costco and their no questions ask policy, as long as you have the receipt and box. At least Costco pays near a living wage, and does not discriminate for those over 40.

Last week, I bought a ViewSonic VP171s (my first LCD monitor). The price is great, the specs are amazing (17", 1280x1024, 8ms, rotating, dual VGA + DVI-D inputs).

Well, the damn thing had a red sub-pixel stuck to "on".

After a week, I got back to Costco with my receipt and the re-packaged monitor. They didn't even "exchange" the monitor, they gave me a refund directly (as it's supposedly easier for them to simply refund me and then let me go buy another one instead).

The clerk only asked me why I was returning it, I said "it's got a red dot in a corner", he gave me a refund.

I'm happy to report that my 2nd VP171s seems to be free of any defect (no dead or stuck sub-pixel).

Costco indeed seems to be a great place to buy stuff.

 

[Chip NoVaMac]

Hey Chip. Just out of curiosity, which BB did you go to? My wife works near Tyson's and I've usually headed over to the one there for things. Don't really like them though. Prefer Circuit City. Anyway, I was just curious which BB's are treating customers like crap. Maybe your expression of pain here can remove at least one more customer from their buyer lists.

The Reston store has always been the pits. And that was where the saga began. Ended up at the Sterling store. since the GM in the past has been reasonable. Now she is like the drones that work for her.

I will be heading over to the Tysons store to turn it in for repairs. Hopefully I can get them to look at the records and see they had done replacements in the past for me. I don't think I am being unreasonable in wanting what they had done in the past under the same plan. Also plan on taking pictures of the iPod, and heaven help them if it does not come back in the same condition.

 

[Chip NoVaMac]

Im confused a little. They are going to fix it, free of charge as promised by the PSP and you are upset because you aren't getting a new one? Obviously you don't need to be reminded to read the fine print, so I assume you did and realized that they will replace at their discretion (in so many words) and not yours? I'm definitely not a BB proponent but your complaint seems weak.

The fact is that they had set the precedent with this unit and others that I had brought with their PSP, and they did replacements. And that was how it was sold to be me, that they didn't do repairs just replacements. And till yesterday that is what they had done. I would not have bought their plan, but the AppleCare otherwise.

 

[Chip NoVaMac]

Hey Chip, since you clearly wont be spending that $50 giftcard to Best Buy, Would you be interested in selling it? Ill offer you $40 for it.

I worked at best buy back when I was younger, so I'm fully aware of the screwing you took. Nothin out of the norm for Best Buy. If you want some funny stories, check our Bestbuysux.org

I want to buy an iPod video, so that giftcard would be beneficial to me, and perhaps you. let me know.

I'll keep you in mind, but I think I will send it over to the House of Ruth (they run shelters in this area for battered women and their children). Maybe out of my aggravation, a child might get some joy this holiday season.

 

[iGary]

The Reston store has always been the pits. And that was where the saga began. Ended up at the Sterling store. since the GM in the past has been reasonable. Now she is like the drones that work for her.

I will be heading over to the Tysons store to turn it in for repairs. Hopefully I can get them to look at the records and see they had done replacements in the past for me. I don't think I am being unreasonable in wanting what they had done in the past under the same plan. Also plan on taking pictures of the iPod, and heaven help them if it does not come back in the same condition.

The Alexandria Store sucks nuts, too.

 

[lom8104]

Don't even try the Pentagon City store

 

[Superdrive]

I use to work for Bestbuy. I sold ipods by the hundreds. You should always buy the PRP plans and not the PSP plans. PSP is service and PRP is the replacement plan. Other than that bestbuy sucks. None of us never know what the hell we are doing!! The employee that sold you your psp plan probably didn't know about the changes. They never tell us anything. Employees also get written up if we fail to sell insurance plans.

It is obvious that you didn't know what you were talking about when you were selling these. The customer NEVER has a choice whether they get a service or replacement plan. It is one, the other, or neither.

As to knowledge on the sales floor. I think everyone in here would agree that it leaves a lot to be desired. The trick to that job is being able to read the package faster than the customer. The staff and company have other concerns than a knowledgable sales floor.

On top of that, nowhere has BB ever offerred an insurance plan. That might come through a credit card or something, but never as an add-on. Consumers can always feel free to opt out of their plans. That said, if an employee is delinquent in selling plans (their job) they get written up. Just like if they don't hit numbers. If a car salesman doesn't sell extended warranties, he runs into the same thing. It's a business, and people need to do their jobs.

 

[Superdrive]

I bought my shuffle at BestBuy and bought the "replacement plan" for 2 years. I was specifically told that they DO NOT service, just replace and that this plan is great because I can use it to "trade up" to a better iPod in the future.

Yeah, right. I brought my shuffle there to try and get a nano for $100 (was told I would get the replacement money in a gift cert.), but they said it's only for defective stuff and everything. I got really mad and left, but I guess I should have argued, since I know who the person was who told me that at the store (they were a few registers over).

Darn BestBuy...

That is the way those are sold. You do have a replacement plan, and a right to exchange it. But you need to read the brochure for exchange instructions. It is not an in-store deal. Call the number on the back of your replacement plan package and tell them your shuffle is no longer working. I own a PRP on my 512 shuffle, but havent found $99 to get that 2gb nano yet.

 

[Koodauw]

Never Say never

It is obvious that you didn't know what you were talking about when you were selling these. The customer NEVER has a choice whether they get a service or replacement plan. It is one, the other, or neither.

Actually, Certain PDA's used to be covered under Service Plans, and Replacement plans. Its possible it happened to iPods as well.

So I hear by ask you to correct your previous post.

 

[Superdrive]

The fact is that they had set the precedent with this unit and others that I had brought with their PSP, and they did replacements. And that was how it was sold to be me, that they didn't do repairs just replacements. And till yesterday that is what they had done. I would not have bought their plan, but the AppleCare otherwise.

Did you ever go to the services counter as I suggested? I can certainly look into things on my end to see about exchange possibilities for your iPod.

The fact of the matter is all of your iPods and service plans are separate. Just because their policy at one time is to replace instead of fix does not mean they will replace everyone elses iPod. You got lucky. You never bought a replacement plan nor insurance. What good would AppleCare do you in this situation? There would not be an instant exchange like you are looking for, and I'd be willing to bet you that they would at least attempt to fix it. You'd be in the same situation you are now.

Also, what are you looking to accomplish by bitching up the chain of command? Is the root of this a replacement?

 

[Jay42]

Wow, that sounds pretty bad. I am always suprised not only with the lack of service at some places, but the fact that even the managers can sometimes seem to be not-so-nice people. I mean, the least they can do is offer to make a few phone calls. Even a considerate person would do that, never mind someone who should be doing that as their job!

 

[Sedulous]

As usual, I think I agree with the consensus here. Best Buy has terrible customer service. Once my father bought a new Sony stereo there and it didn't include a manual (which he needs). They told him that Best Buy removed the manual and it is not included!

The worst experience I've had at Circuit City is once having to wait in line.

 

[WillMak]

It is obvious that you didn't know what you were talking about when you were selling these.

I didn't know anything! I admitted that already! I was just a poor college student who could barely buy instant cup noodles! I know i sold my soul working at the blue box of hell but I had no choice! It was best buy or die of starvation! I lied and screwed over so many people just to please my managers...I'm not proud of it... I work a more honest job now teaching english.

 

[iQuit]

Wallie World

Walmart has the most LEANIENT return policy, you can buy something broken off eBay, take it to Wal*Mart...and replace it.

 

[Superdrive]

I didn't know anything! I admitted that already! I was just a poor college student who could barely buy instant cup noodles! I know i sold my soul working at the blue box of hell but I had no choice! It was best buy or die of starvation! I lied and screwed over so many people just to please my managers...I'm not proud of it... I work a more honest job now teaching english.

Good for you. I understand where you are coming from. I hope you still don't live under work or die circumstances. At least the job was good for something.

 

[MontyZ]

.

 

[YS2003]

I only buy DVD (or under $50 item only) at BestBuy

Due to negative experiences I had with BestBuy, I only go there to buy a DVD at sales price (like Episode 3 which came out yesterday and it was on sale at about $15). I planned to use a $200 gift card I got from the hotel membership reward program; but, due to their system problem, they were not able to accept the gift card (at the retail store, this is like broken gas pumps at the gas station).

About 3 years ago, I bought PS2 at BestBuy and the cashier pushed for the service plan because she said PS2 runs too hot and it may burn out if you use continuousely. This type of sales pitch does not sit well for me as I am in the sales/marketing field (business to business sales only; I cannot stand selling to regular residential customers) and I am very into tech (you can see by looking at my sig, which only shows you a tip of the iceburg).

Several months ago, the cashier pushed me for the AOL membership without my consent to enroll. He just entered my credit card # in the cash register machine for the AOL membership (like 2 free months deal followed by monthly subscription). When he asked me to sign in the signature machine (one of those Point of Sales machine), I told him I don't want to be enrolled in AOL (even free, I refuse to join; but this deal is you end up paying a few free months period through the credit card). He said he could not undo his entry and forced me to sign it. Since I just wanted to get out that place (I made a purchase and I wanted to jet; time is money), I ended up signing to get this thing done and I called AOL as soon as I get home to cancel this membership BestBuy forced on me. I wasted my 15 minutes by this call and I wrote my scathing reviews on their service through their web customer service survey.

Since then, my policy at BestBuy is "no" to any kind of offer they give me at the time of check out (I cannot just trust them as I am very sure there is a catch for their free offer and I would end up spending money or my time later). If they ask the same offer again after I say first "no," I say it the second "No" a little louder, as some cashiers do not take first "no" as an answer.

I will never buy their so called performance warranty plan (whatever they call); I have not purchased it ever. I would rather pay for a new one at the different store if it breaks rather than paying BestBuy for their service plan. I would rather make the maker of the product richer by buying a new one instead of making BestBuy richer through this warranty scheme.

 

[rdowns]

I once bought a $14 cable at BB (I think it was to connect my iPod to my stereo)and the cashier asked me three times if I wanted to buy some replacement? plan for it for $7. I said no three times and he continued to insist. I raised my voice, said no and asked him if he thought I was an idiot who would purchase a $7 plan for a $14 cable? The manager came over and asked me to leave and wouldn't sell me the cable. I told him to go f#$% himself and I'd walk around the corner and buy it from Circuit City. Never been back to a BB since and probably never will.

 

[Abstract]

All replacement plans are for defective products only. They aren't there to just replace the product whenever you want to.

I'm stunned he thought he could get away with that, and genuinely thought it was true.