An employee of Best Buy apparently thinks too many days have gone without us posting something about the store, so he sent in his list of 10 things he thinks every customer should know when shopping there. Items 10 through 7 are all about warranties and service plans, so the usual caveats apply (make sure you know what’s really covered, and that it’s worth the extra cost to you). #4, however, is good to know: “Its pretty much pointless to call Corporate/Customer Service Hotline—they can not override a store’s decision. Best bet is to call or email a District Manager or higher.”
10. If you have purchased a product from Best Buy and it is under MFG Warranty (As long as it is Serviceable), you can send it to be fix from the Best Buy store. You do not have to call the MFG directly or ship it to them. Example: Computers/Cameras/Printers/TV’s. Most of the time it will be forwarded directly the MFG.
9. Most items that are store brands(Dynex,Insignia,Init,RocketFish) are covered instore, even after the return/exchange period has passed. Also if you purchase a ADH PSP on the product it then covers physical damage.
8. If a product is exchanged under the PSP within the first year it automatically transfers over. You DO NOT have to purchase a new PSP.
7. If you purchase a Camera/ Computer with ADH you can accidentally drop it and break it, in some cases beyond repair, thus getting credit for a new one. Broken screens and motherboards are nice.
6. If applying for a Best Buy card never sign up for account shield, it is pointless and its just something Reps try to add on to better the store CC rating. Furthermore if you are spending a considerable amount of money ask for better financing. Typically works in Home Theater the most.
5. Do not buy any cables from Best buy. Most are highly marked up and basically suck in terms of quality. Amazon Anyone?
4. Its pretty much pointless to call Corporate/Customer Service Hotline. Most people who work there ill advised and cant make any real decisions. Furthermore they can not override a stores decision. Best bet is to call or email a District Manager or higher.
3. Best Buy recently started a customer care survey at bestbuycares.com. If you feel you got shit service then go on there and rant about it. Most morning meetings go over the surveys. Also use peoples names, always fun.
2. Always get employee names that helped you. Just in case they so happen to bend the truth. Also if the person who helped you rang out your item, there employee number is on the receipt to the far right next to the time of the sale.
1. Yelling a people gets you no where. I have seen one customer yell and not get there way. The next who has the same issue, get taken care of. Its simple, don’t yell. Keep your cool and stay calm. Yelling only gives Managers and employees a reason to make you leave, not help you.
(Thanks to [redacted]!)
(Photo: Ian Muttoo)
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@loquaciousmusic: No, when in doubt, the editor of a story should define these weird terms in [brackets - ed.]
I’m not defending BB but have to say that my experiences there (their?) aren’t as life shattering as most of yours. This week I went in to buy a new laptop case. I found one (more like a sleeve, without handles)and bought it. Turns out it wasn’t big enough so I went yesterday to return it, had my receipt and was expecting a major hassle, since I seldom return anything. The girl behind the returns counter was friendly, processed the return without even asking me why and then returned cash (I had used my debit card) and she told me they typically return under $250 in cash when a debit card is used. The last major thing I bought was an old-school TV when I moved into my condo in 2005(I paid like $350, which is what I could afford at the time). I had a friend with a truck come to help me bring it home and at least 3 BB guys were helping us load it on the truck and did a great job. PS–they wouldn’t take a tip–I tried.
i dont understand why BB is even still making news on this site? anyone who has ever spent 10 minutes reading posts here should know the three cardinal rules of being a consumerist:
1. don’t shop at best buy
2. understand that comcast/at&t/verizon/dell/apple/sprint,etc. suck
3. if you shop at best buy,or use comcast, or have at&t, verizon, apple or sprint products and you encounter a problem, be prepared for commenters to call you stupid for even patronizing these companies in the first place. oh, and also be prepared for commenters to spend more time critiquing your spelling, grammar and english usage than actually remarking on your experience.
Before dealing with a issue with Best Buy take a xanax then you can deal with them in a calm and laid back manner.
10. If you have purchased a product from Best Buy and it is under MFG Warranty (As long as it is Serviceable), you can send it to be fix from the Best Buy store. You do not have to call the MFG directly or ship it to them. Example: Computers/Cameras/Printers/TV’s. Most of the time it will be forwarded directly the MFG.
Which means you have no control over shipping or tracking your product.
You add a middleman who can screw up by misdiagnosing the problem or returning it unserviced if they cannot reproduce.
8. If a product is exchanged under the PSP within the first year it automatically transfers over. You DO NOT have to purchase a new PSP.
I’ve heard differently. I believe this is up to managers digression. Can you provide the line from the PSP about this?
A more helpful post might include a list of what items are and are not “DEVO”. What type of employee is the source of this article. After working there for 3.5 years I know one thing you can go to one store and get one story and you can go to another and get something completely different. I’m honestly supprised this is even a post on consumerist.
“As for the manager that claims people have been abusive to him, I’ll say that yes that is COMPLETELY, TOTALLY INAPPROPRIATE. However, I seriously doubt that a customer just strolled into your store, picked up his copy of the new Queens of the Stone Age and said, “Ring me up, you fat faggot.” He was probably subjected to the Best Buy Book of Stonewalling Strategies(TM), and while a reaction like that is inappropriate, I can’t say that I’m completely surprised.”
At a certain point you might as well vent, since they are not going to help you anyway. While I generally would not comment on the salesdrone’s gender preferences, I think I may have used the term “smelly hippy” and mentioned something about sexual congress with his distaff parent. At that point I knew that the only satisfaction I would receive was the look on his face, so if you are expecting actual retain help later in the trasaction, this approach is not recommended.
“
I second all of these, but then again, I work at a store that is actually staffed with people who know policy, and who have managers that generally don’t care if you bend or break it to benefit the customer depending on the customer.
Most importantly though, if you want to get good customer service, be a good customer. Don’t stroll into the place with a temper because employees are instructed that they don’t have to help someone who is out of line like that.
I have seen DEVO thrown around a couple times here, and it’s true that if Devo, the store can replace the unit if still warrantied either through the MFG or the PSP. Other stores in my district have no idea about what that means and what we can do with it. Generally if it comes from abuse, we won’t do anything about it if bought without a ADH, but if it’s a MFG issue six months after purchase, and the unit is Devo, we will ALWAYS swap it out regardless of if the customer has purchased the PSP or not. Again, not all stores know about this so I recommend the few readers of Consumerist who still shop there to ask about it.
eBay is a godsend for both cables and (camera, phone, etc.) batteries.
@jaydez wrote:
#12. Open all purchases before leaving the store. You need to makes sure what you bought is actually in the box.
Absolutely, 100% correct. Do it at the register, in sight of the check-out person. If they refuse to allow you to do it, don’t leave without a refund.
This all assumes that anyone has to shop at Best Buy.
Which they don’t.
So don’t, already.
@satoru: On the cables, the “better” cables BB sells are crap as well, especially if you’re doing custom wire jobs. Clark/Belden/Cardas wire only for those type of installs.
Hey, wait, did everyone get their plugs for Monoprice and HI-larious “tip 1: don’t go to Best Buy” cracks in yet? Just checking.
@johnarlington:
Did anyone happen to mention this one? DONT EVER SHOP AT BEST BUY! Very simple.
So I can buy a computer, but ADH for 2 years. Back up my stuff in like 18 months, and throw my computer out the window, then douse it with gasoline and light it and get a refund? So is this refund original price or current worth.
@warf0x0r: The line in the PSP brochure goes something along the lines of “if your product is replaced outside the MFG’s warranty, your service plan is considered fulfilled.” It’s the same for Product Replacement Plans, i.e. PRPs. If your XBOX360 gets replaced under the PRP during the first year, you get to keep your PRP. If it’s replaced in the second year, you need to buy a new one. It’s not at the manager’s discretion at all.
@AlphaTeam: We have to send up ALL ADH claims, these are still SERVICE plans, not replacement plans, and if the service center gets a whiff of your abusive behavior, i.e. the pyro stuff, they will deny the replacement. It needs to look legit.
As a manager at BB, I must +1 the “be a good customer”. I recently realized that my job will lead to severe ulcers because customers who have every right to be upset also feel they have a right to scream at me and call me names. Yes, I’m sorry the laptop has been at service for three weeks, but melting my face off is not going to get it back to you any faster. If anything, customers who smile at me and realize that I have no incentive to make them mad get the fastest service. I have bent all kinds of rules for people who were kind to me, didn’t yell, and understood that I was trying to make them happy.
I swear to the CS community that you CAN get amazing service at BB, that you can get honest salespeople, and a good experience, it happens in my store every day.
Also, real quick, the people talking about DEVO and Junkout clearly have a limited understanding of how this process actually works and are misleading you all. In any given month, each store will have a set budget for how many dollars they can spend on “DEVO” (basically, FUBAR items). When they max out that budget, items that were DEVO become serviceable items because the store cannot afford to throw them out anymore because they will not get credit from the MFG. Don’t count on an insider to tell you to buy something because they can junk it out and give you a new one under a PSP, they may be wrong.
Agree with point no. 5. 6-foot geeksquad crossover cable for 27 bucks. Ouch. Never make that mistake again.
OP is completely correct on #4, except the mailing a district manager thing. All decisions stop with the store GM, no one will override him/her. Its called “owning your box” and the district staff is there as a support service only, except the district GM, but he/she will always let the store GM’s ruling fly. On the other hand, if you complete the survey at the bottom of your reciept and wish to log a complaint, theat store’s GM must respond to the complaint within 48 hours. Usually, they rule in favor of the customer.
@tevetorbes: @Canoehead: It doesn’t matter how the employee treated the customer. There’s no excuse for insults. None. Not even to vent.
As the manager pointed out, the employees make $8-$12 an hour. Launching an ad hominem is like child abuse: it does nothing but confirm that the customer is a bad person.
BestBuy employees are noobs when it comes to gadgets from my experience. Maybe I’m a bit too old but that’s jus my 2 cents.
@jk09: Comment on 10 Things To Remember When Shopping At Best Buy ADH = Accidental Damage from Handling (If you drop/damage your shit)
MFG = Manufacturer Warranty (The warranty from the manufacturer)
PSP = Performance Service Plan (The extended service plan that Best Buy
offers, usually available in 2-4 year plans depending on what you buy)
Never shop at BestBuy. They are called WorstBuy for reasons.
Edit to my post above. Never shop at BestBuy unless you know absolutely what you are doing and what you want at exact what price. If you go there unprepared, those blood suckers will scam you in any ways.
When shopping at Best Buy, there are some unwritten rules that are easily followed by both customer and the friendly, helpful staff at Best Buy.
Rule 1a: The dis-satisfied customer with the AK-47 is right 99.9999% of the time.
Rule 1b: The Blueshirt that insists that he or she is right…. Well, let’s just say we call that Darwinian natural selection around here….
Rule 1c: Only window shop at Bestbuy, leaving all forms of monetary instruments at home before entering the store. Poke, prod, measure, examine and compare to your hearts content and then go home and buy it from Newegg, Chiefvalue, Zipzoomfly or Monoprice.
Rule 1d: bestbuy.com should be blacklisted in your firewall/router or HOSTS file.
Bonus rule!
1e: Do not taunt Happy Fun Ball!
@Bruce: wow, classy.
I dont agree with rule 1.. I worked at geek squad and the pissed off customers got there way while best buy walked all over the nice ones. Dotn yell i guess.. but dont be nice.
I didn’t get any satisfaction from Geek Squad, they sell you a a contract (Best Buy) along with another tech support package that are always trying to sell you something else to fix a problem that you shouldn’t have. That’s what they mean by bundling as it cost you a bundle. So I bought a IYogi support package which I’ve called about 25 times at least. They do fix whatever you say is wrong but it doesn’t work the next day. Just yesterday I found out they are run by the same company. A good marketing technique, They spend a lot of time doing whatever they do and then when you are worn out they switch you to a supervisor, he gives you a heavy sales pitch and by this time you are so worn out you are ready to buy anything to fix what you called for. Then the next day they do it all over again. At least the B/B tech support tries to sell you right up front, all in all it’s been 2 months and things still don’t work as advertised.
@Bruce: Speaking of blocking bestbuy.com, my sister works at Best Buy corporate. Hilariousness ensued when she tried to send me an email from work because the campus mail system blacklisted all mail from bestbuy.com.
I like to think that countless kids started getting Best Buy spam after IT whitelisted bestbuy.com for me.
@wellfleet: He kind of does have a point about Happy Fun Ball, though…
I’m an Avid Editor by trade so I kind of know what I’m taking about when we get into the technical guts of video.
So I went into BB grab a PS3, I was asked if I needed an HDMI cable. Told the kid no, I already had a few and he told me this little gem as he pulls a $108 3 meter cable from the rack…
“Is it this kind dude? ‘Cuz if it’s not, it’s going to increase the total harmonic distortion in the signal to picture ratio and you don’t need that kind of grief.”
WTF?
I broke out laughing and said, “no DUDE, I don’t need THIS kind of grief.”
Left without buying anything.
HDMI cables on eBay. 6m $7.99
@Part-Time-Viking: from what I understand, manufacturers have a set percentage of their products that can be returned as defective (for example, if canon sells 3 milion SD750 cameras, they may take back 3% of them without charging the retailer). So if a product is DEVO the store can return it with no problem. Once that limit is reached the product changes from DEVO to service, in which case the product cannot be returned and must be sent to service for repairs. (unless it is within return policy)
I understand the mentality of “big box” stores such as Best Buy simply out to make money and the hell with the customer. Of course, that does not mean I have to agree with their corporate philosophy—I can and have refused to purchase items there because of the insane markup on items (indeed, cables are the worst).
However, having purchased speakers, a blu-ray player, an XBox 360 Elite, a Pioneer Elite receiver and other items from the store in Downers Grove, Illinois, I must say that once the floor staff knows you, they will go out of their way to help you. Staff have gone to the back of the store to find an XBox 360 with a holiday game bundle enclosed to sell to me (and the bundled consoles were not stocked on the floor yet). A manager took a return on a faulty Denon reciever after six weeks had passed when I informed him I did not want to go three weeks without one until it returned from a service center (that is when I purchased the slightly more expensive Pioneer). The Definitive Technology speakers I have drooled over for months went on sale, then went off sale and the rep. guaranteed me the price when I was ready to purchase.
So, get to know the staff. They are in most cases knowledgeable and will help in any way once they get to know you. It’s like any business relationship.
All of the below are terms for which it is next to impossible to find much information on Google, especially when combined with “terms and conditions.” Do you suppose the industry pays Google to just forget about them? Adding “contract” shrinks the pool too.
Accidental Damage Handling
Accidental Damage From Handling
Accidental Damage Plan
The sales people say if you drop the camera, cool, it’s covered. The blurb on the Sony site says “under normal conditions” I don’t normally drop cameras, is that an out for them? Seems to me there should be way more activity on the web for these topics, and that the “terms and conditions” for all the major company’s plans should be findable. They are not.
Take it out of the box, if necessary insist on charging the battery, look for warranty cards, note to cashier if not there, and make note. Put in memory card and take a few pictures, make sure zoom works smoothly, in short, spend about two hours road testing before leaving store.
Also, dress you most lawyerly best, suit and tie intimidate well. Let it drop that you work as an attorney, photograph the box and the seals, look for tampering, broken seals.