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Thursday, February 5, 2009

support your local geeks

This is a warning to all you Best Buy shoppers - Best Buy is great when it comes to reasonably-priced household appliances and techy gadgets and gizmos, but do NOT, under ANY circumstances, take your computers to The Geek Squad.

Take it from this dissatisfied customer, it's not worth the temper tantrum you will throw.

I thought I had written back in January about my son's computer problems, but either I'm blind, which is always a possibility, and can't find the post or I didn't actually write about it. In any case, my son's computer browser stopped working and he couldn't access the Internet which meant that he couldn't play his Internet games or AIM his friends. Gasp! The horror! Anyway, I took it to Best Buy to have it evaluated by The Geek Squad. The way I figured it was the computer was still considered new since I had just purchased it in September, and it was under warranty so if it needed fixing, they could fix it and it wouldn't cost me that much in the process.

The latter is a misconception. The Geek Squad is not part of Best Buy, they only rent space from them so Best Buy endorses them. The Geek Squad was not willing to offer me any great deals just because I had purchased the computer from the same store they were in. Fuckers.

But that's not really the beef I have with them.

Two weeks ago today I dropped the computer off for a full diagnostic. The first expected completion date read January 31st - one week since dropping off the computer. On a separate piece of paper, the expected completion date read February 2nd. Either/or, it was past both expected completion dates and I was determined to find out once and for all WTF was going on with the computer!

Deep inside, however, my psychic abilities had already kicked it into high gear and I knew before I even entered the store yesterday that they hadn't even touched my computer. Sure enough, I was right.

The geek punched in my information, returned from the back room where they store the computers needing work with an "Uh oh, this 'puter ain't done!" expression on his face and broke the bad news to me. I gestured to him to give me my computer, I was taking it with me. At the same time, I told him I wanted to speak to a store manager. Not quite sure why it took him five more minutes to plug in information into their computers, get me the computer and then get me a manager, but it did.

Why did I want the store manager? Well, aside from the fact that they hadn't fixed my computer in the alloted timeframe, I had tried calling the store five separate times on Monday afternoon to find out the status on my computer, each time waiting several minutes for someone to answer and no one ever answered the fucking phone. Not at the Geek Squad desk nor any sales associate within the entire store. I tried calling once a day thereafter and even then, no one ever answered the fucking phone.

I'm talking Best Buy here, people! I'm not talking some little mom-and-pop set-up where one person at a time occupies the store and may need to leave on his lunch break, I'm talking a big fucking store with at least 50 employees working the store at a time. Not one of them was able to answer the phone?!

He got my computer and went over to a fellow geek who came over to see me. "What seems to be the problem?" he asked.

Aside from global warming and there not being world peace, I told him that it was a problem that I asked for a store manager and that given the 'Geek Squad' printed on his shirt, clearly he was not a store manager. But I told him what the problem was anyway and he asked me "Well, didn't the person who helped you tell you that it was a 3-4 week turnaround time?". NOTE: everything in italics except for the cursing, were my exact words...

No [dipshit]. I was told a 1-2 week turnaround time and if the guy assisting me had told me it would have been a 3-4 week turnaround time, then I most certainly would have not left my computer here.

"Even so," he said, "It clearly states on the contract you signed that we're entitled to change the turnaround time at our descretion."

And clearly, [asshole], if you tell someone that you will have it done for them within a certain timeframe, then you either have it done for them or you learn how to pick up that little device otherwise known as a 'telephone' and give what's called a 'courtesy call' so that the person isn't wondering where their computer is. But given that I tried calling you guys several times this week alone and there's not a phone anywhere on your counter here, I can understand why you wouldn't even think of calling me to inform me about my computer or would have heard your phone ringing because you don't have a [fucking] phone! Now get me a store manager!

Having waited another five minutes, I saw out of the corner of my eye a store manager approach the counter.

"Yeah?". (No seriously, that's how the store manager greeted me.)

I gave her the evil death glare. I tried to get deathly, skin-piercing laser beams to shoot from my eyeballs but my Super Duper Skin-piercing Eye Laser Beams must have been on the fritz.

"Yeah"? That's how you greet your customers?

Staring. "What can I help you with, ma'am?".

Oh there's the proper customer service you must have briefly lost along with your brain cells! (yes, I did say that, too.)

I then explained again what happened but emphasized the phone calling and how no one in her store answered.


That's all you have to say?!

"Hmmm...well, we're very busy."

Honestly folks, I thought I was being punked and that someone from the new and improved Candid Camera show was going to jump out and surprise me that all this professionalism I was being treated with was just a really bad joke being played on me.

We're all busy, you moron! I yelled at her, grabbed my receipt, got her name and the Geek Squad manager's name so I can report them later to Best Buy's corporate headquarters, called them "incompetent idiots" (redundant, I know), not only at full volume but also made sure to enunciate so that everyone within a 100 foot radius could hear me clearly.

Upon walking away, I heard her wishing me a great day in the most sarcastic voice I've ever heard. She is who they hired to manage the store. Brilliant. I guess she thinks that after I'm done reporting her to the company that she'll still have a job by the end of the week.

But the story's not done.

I whisked my computer away to a small mom-and-pop computer shop that I had taken my computer to once before. At 4pm yesterday afternoon, Tweaks by Geeks had fixed my son's computer.


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Blogger Leave It To Cleavage said...

That sucks. I used the Geek Squad and had no problems. In fact, they wouldn't stop calling ME to give me updates and tell me what was going on. Plus they forgot to charge me, so it was a win win. I find if you wear a low cut shirt when you drop it off and flirt a little, they will go out of their way for you. LOL.

February 5, 2009 at 7:22 AM  
Anonymous metalmom said...

Now I am terrified.

One: of meeting you on a bad day.
and Two: Hubs got my laptop from BB and I believe we also have some kind of contract with GeekSquad! (Of course I had no input because "it was a surprise")

I hope they get fired.(I had first typed out "fried" and y'know what? I hope they get that too!!)

February 5, 2009 at 8:32 AM  
Anonymous Giggle Pixie said...

Our local Best Buy store has that exact type of lackluster (and I'm being kind here) customer service. I avoid the place like the plague.

February 5, 2009 at 11:51 AM  
Blogger Bird Shit and Baby Caca said...

My cousin works for Best Buy in Californina, so I love Best Buy for his employee discount, but other than that, I can't stand going in there

February 5, 2009 at 1:24 PM  
Blogger Tug said...

I've never heard anything good about Best Buy, OR the Geek Squad, and do the mom & pops any chance I get. I have bought movies from Best Buy, but that's it. Circuit City also sucks.

February 5, 2009 at 3:07 PM  
Blogger Attila The Mom said...

Keeping my fingers crossed that I never have those kind of 'puter problems.

What a freaking nightmare!

I think you were too kind. ;-)

February 6, 2009 at 9:48 AM  
Blogger Charlie said...

MOM: I think you were too kind. ;-) Yup, that's my Mom.

GERTIE: I wouldn't touch the Geek Squad just because of their advertised prices for installing this or that--outrageous, to be sure.

I've had a couple of really good experiences with Best Buy floor people, but they were the exception: one guy pissed me off and I haven't been back.

Now that Circuit City is belly up, Mom 'n' Pop is the only way to go.

February 11, 2009 at 3:57 PM  

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