So my friend goes in and decides to buy a new HP Pavilion Media Laptop. Not only do they push anti-virus protection and an HDMI input on him, they charge him over $200 for it along with $300 warranty. So his $800 laptop is now $1300. He ended up waiting almost 2 hours for them to 'install' these two components on top of this. While this may seem bad enough, the real story comes later.
He's my roomate and decided to buy this PC after his old notebook died. He came back, unopened it and began to download all the things he needs. He then calls me over and seemed confused because he wanted to plug it in and he couldn't seem to find where to plug it in. I started laughing because it seemed like something so simple. I go over and low and behold, the plug is wrong. It seems weird to me that a brand new PC would have the wrong AC adapter. He immediately calls Best Buy (1 hour before closing) and explains that he has the wrong adapter. Not only does the sales rep insult my friend, but he insists that it's not the wrong plug and we're doing something wrong. Now I work in IT, I think that I can PLUG IN A COMPUTER. Then he says "Well you can come in but we close in an hour." Thanks a lot.
So we go in and go right up to the Geek Squad desk and explain the situation. As soon as my friend pulls out the adapter, the guy takes it and gives us the correct one. He then says, "Yea, we put the wrong adapter back in. We put the wrong adapter in two other computers and one, we forgot to put an AC adapter in at all. So I'm not surprised."
Best Buy might actually have a workable customer service model if, you know, belated honesty made up for gross incompetence.
(Photo: Jared Harley)
]]>Congratulations, BB, you exceeded my expectations... for whatever that's worth.
]]>Odds are the HDMI cable the friend got sold was a $100 monster cable. Seriously, have any of you seen what these HDMI cables retail for at the box stores? I'm glad I have friends that work at Best Buy because their price for a $100 cable is $5. One friend bought an HDMI cable just so I can bring my XBox 360 over.
@blkhrt1: Actually, under federal law, merely opening the system up cannot legally void your warranty. The manufacturer has to prove you caused the damage by opening it, and Laptops are not hermetically or hydraulicly sealed. Also, in the case of upgrades of modifications the manufacturer can only void the warranty if they can prove that the upgrade/modification did damage. Read the Magnusson-Moss Warranty Act.
The problem is, salespeople like you and at all the other big box stores and all the direct reps for the computer companies themselves sell this line of BS weather they know better or were told by a superior at the company.
I know for a fact Dell does this, but what's hilarious is that Home & Home Office said an aftermarket memory upgrade would void the warranty, this before my employer's sales rep (was shopping for discount) said "no problem".
Of course, I buy Dells simply because I would be the one working on them under warranty.
]]>@t0fu: Mike, the OP, is talking about his roommate's computer.
]]>I worked in the geeksquad and i cant say this happens alot when we are busy
]]>I would have just automatically driven to the store, calling them over the phone was a waste of time.
]]>And the 'treachery' you refer to occurred at your mecca, BB.
Thanks for the 'moron' comment. You can't back up your allegory with facts, revert to name-calling.
]]>" anti-virus protection and an HDMI input for over $200 along with $300 warranty" instantly marks you as a chump in their eyes. They can do what they like with you at that stage.
]]>It's pretty scary but the only department that actually turns a profit at all for the company is entertainment.
]]>And again, before you know who I am, don't run your mouth.
]]>Only reason anybody should buy from them is because of the dreaded exclusives... I really want to buy a Gateway 7811FX.
They're the only bastards who have it right now. :(
]]>After the Best Buy are idiots part, this story really didn't make sense to me...
]]>For that reason I would never even think about buying a computer/mac from a big box retailer.
]]>I believe your mom has finished washing your blue shirts, so you can go.
]]>First, he unopened the laptop. What the FUCK is unopening? That's not even proper grammar.
Second, he let Geek Squad do something that his big IT job can do so he shouldn't be bitching.
Third, your comment about the customer service person who answered the phone is not any factual evidence that can be proven. For all we know, they probably just said that basic answer they tell every moron who calls saying they can't plug in their computer, or can't turn their TV on with the POWER button, or who can't find that damn "intarwebz" plug while trying to hook up their "linkskees rooter". Get over it, and get your plug.
BTW, if you want to sit there and do all the services yourself (Which you could have easily said no to) you could have, but you chose to pay. Customer stupidity never fails. But at least you bought the SERVICE PLAN, not warranty, because it's not guarantying that something will not fail. It's guarantying that if something DOES fail, they'll repair it or replace it.
]]>Just because you've heard single stories about porn-surfing Agents doesn't mean its company wide. Where do you work? Someone you know could be surfing porn at your job, in your group, wherever! And if you're unemployed, then well, I'm sorry. Actually I'm not, because pending some disability or medical excuse, you can still work. And here's a simple solution. If you're unhappy with Best Buy, stop shopping there. They're obviously better than any other store so if you choose to go to Circuit City, Fry's Office Max, Wal-Mart, Home Depot, Lowe's, Red Lobster, Chili's, Piggly Wiggly, or freaking 7-Eleven, Best Buy will always be better than them.
]]>I did get this laptop free. My old desktop had Best Buy's insurance. After four services made to fix broken hardware in the desktop, I was able to return it (hey, I even got the $160 rebate back, so I earned money) and get a new computer, so I chose the laptop. Free, pretty much. Sweet deal.
Never called up Geek Squad for the hundreds of software problems I've had. Most of the time they're solvable and a result of my own actions because I do too many things than just email, pay bills, and noob stuff.
]]>@enderx: Speaking as someone who works as a database admin supporting IT people and engineers (software, oilfield, mechanical)... you're partly right. It's not that the damage started out complex and special... it's that they tried to "FIX" it, totally screwed the pooch, gave up, turned their back on the problem until they couldn't ignore it anymore, then ran screaming to Mama Speedwell that they needed it yesterday.
]]>Wierd - it's only those who are either in the IT field, or have a computer science/engineering/programming degree that need tech support, but of course - they already know everything, so it must be something super-duper complex and special.
-ender
]]>Next time use newegg.com Bestbuy is only good to have around if you need something right now.
]]>Powernotebooks.com is a great smaller company that deals exclusively in laptops. They let you customize the laptop specs, add or take away components, they usually come with a 1 or 3 year warranty (depending on the model), and best of all- 24/7 tech service that is not located in Bumfuck, India. My boyfriend bought his laptop from them and once had a problem with it. It went from MD to NV, was fixed and back in his hands in four days!
]]>And I have been quite pleased with the machine.
]]>@ajlei: Sounds like you talked to me. I don't try to financially annhilate my customers, no matter how much commission I could make.
]]>It costs $300 for a warranty on an $800 computer? Holy moly.
]]>I have to side with Best Buy, because having them switch adapters has to be uncommon. I guarantee they've had the "I can't plug in my laptop because I'm putting the cable in the phone jack" call hundreds of times.
]]>Now, Best Buy sucks for accusing him of lying and giving him the wrong adapter in the first place, they should have just apologized, asked him to come in, and if he had the right part and was doing it wrong show him what to do, but it is understandable to think that he might be missing something.
]]>The fact that the IT guy can bathe himself and brush his teeth doesn't mean he can plug it in.
Also, I'm not saying they didn't get the right adapter but an IT guy and his friend unopening a laptop with HDMI input added on by Best makes the whole story suspect.
]]>And I actually work at Circuit City and wouldn't buy a laptop from there or Best Buy.... or any other B&M for that matter. Every computer I've owned I've ordered online. xD
]]>Where would Best Buy get all those A/C adapters?
@Fallom:
Impossible to get a full refund at this point because there's a 15% restocking fee for opened laptops. Also, he wouldn't get a refund for the services that have been done. :/
]]>You'd think they would have one of every power adapter on the workbench. That way you don't have to constantly fuss with getting cables out of bags and such.
]]>First.. What kind of friend who works IT lets his friend go to Best Buy?
Enough Said
]]>Costco has some pretty decent deals on laptops, too, at least last time I was in.
]]>@cmcd14: Because it's on sale, and has all the basics that a normal person would want. I'm currently typing on a computer that I purchased from best buy. Just run CCleaner, and don't expect to go back for any help. Ever.
]]>Are you kidding, I use to work at a Best Buy and if you sold add on services the management could care less how pissed off you made the customer!
]]>@grouse: The one who bought it was the IT guy's roommate. The IT guy was only trying to help his friend out.
]]>And secondly: How, in good conscience, do you let your roommate pay $200 for an HDMI cable and AV software unless you're out to spite him?
]]>@Eldritch:
I have always had good experiences ordering from Gateway, but now that they're part of Acer, I don't know if the quality of their products and services will suffer.
The pre-Acer Gateway laptop I bought last year for something like $950 is the best computer I've ever owned. It runs XP Home Media and seems to be as stable as can be. I can see why people didn't want to upgrade to Vista.
When you order from Gateway, the computer also comes pre-loaded with your choice of software. The machine is truly ready to go right out of the box.
You can order from Dell, but myself I've heard too many horror stories over the years about Dell hard drive failures. Though I know all hard drives will inevitably fail, I have NEVER had a hard drive failure on a Gateway, and my last Gateway desktop is still running beautifully after ten years. (Now I'm probably destined for imminent disaster...)
I also hear good things on this board about the New Egg online store. I like J&R as well, and you might check B&H Photo.
Happy hunting! There is NO reason to spend hundreds more on a Mac, and why would anyone want to emulate the smug Mac dork in the commercial any way?
]]>And correct me if I'm wrong, but I could have sworn that new PCs came with antivirus trialware? All computers I've bought since 99 have come with an antivirus trial bundled with all the other crapware.
]]>And Antivirus software install? Will people please learn about the nifty "new" feature from Windows 95 called autoplay? You put the CD in and it "autoplays" the install application. You've just saved yourself $100.
Good times
]]>This makes about as much sense as the Chewbacca defense. There are HDMI input cards (PCI) for full-size desktops, I never heard of one for a laptop.
]]>It's the New American Business Model: Blame the customer every time, despite the fact it might actually be the company's fault.
I'm glad it worked out though, however, employees should be sanctioned somehow for this behavior.
]]>Friends don't let friends buy laptops from Best Buy.
]]>I still feel kind of bad for the guy, he looked like he was going to cry, and I wasn't all that mean. Just in a "no! bad csr!" and whacking him on the head with a newspaper sort of way.
]]>Obviously BB should have handled this better, especially since they screwed up, but there really are people who don't know how to plug a computer in.
]]>I doubt it.
]]>@Eldritch:
doesnt matter where you get the laptop... it just matters how you take in their sales pitch.
NIB is how you walk out...
]]>and they got him with the intstalls lol
]]>I need a new laptop... and suddenly I don't think going to Best Buy is a good idea now... Shit, where do I buy a laptop then? I don't want a Mac...
]]>Well at least they fixed it quickly. Usually Best Buy CS is a huge ordeal.
]]>