*Rant~~Screw Best Buy~~End Rant* LONG!!!
December-5th-2002, 10:30 AM
#1
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Thread Starter
Join Date: Nov 2001
Location: Somewhere near the yellow brick road...
Posts: 176
*Rant~~Screw Best Buy~~End Rant* LONG!!!
On November 29, 2002 my girl friend and I entered your store #51 located at 2111 North Rock Road, Wichita KS 67206 to purchase a computer. We noticed that the voucher was valid for 2 days, the 29th and 30th. After much discussion with your employee (Jarius) whom we deal with quite often we selected the Sony Vaio that we wanted. We explained to Jarius that we would return on the 30th to purchase the computer. Jarius gave us the spec sheet for that particular computer so they can hold it until we returned on the 30th.
6:07 pm November 30, 2002 we returned to your store to purchase the computer that we had waiting for us. Upon speaking to Jarius again he stated that the computer was sold from underneath us. Jarius seemed as if there was nothing that could be done. Disappointed we asked to speak to one of the managers of the store. The particular manager we spoke to was Chris Grant. Chris put together another package that was comparable to the computer that was previously being held for us. We were very excited since we were told this PC was of greater value per the performance aspect of the spectrum. 6:46 pm at this point we head over to the check out counter to purchase the machine, Jarius was very helpful in recommending components that he felt were necessary for our configuration. When I mentioned to Jarius that we are college students that needed to stay with in a particular budget it seemed as if the quality of his demeanor began to plummet. He didn't understand why we did not want all the "extra" components, and the situation arrived to the point where I just had to flat out state "No I'll take the computer only".
7:03 pm Jarius hands us over to Duncan who works at the service counter. Duncan wears a black shirt indifference to the blue shirts that all the other employees wear. Duncan "highly" recommends the Norton anti-virus to be installed by Best Buy (BB) technicians, upon declining the anti-virus software Duncan seemed to be slightly agitated. Duncan begins ringing up the items we are very anxious to purchase. 7:20 Duncan is still ringing up items and asks me to sign for the service agreement that I have read. I ask Duncan (What did I read, where is this service agreement?) 7:25 Duncan returns with the Service agreement (SA). Duncan takes it upon himself to explain to me what the SA is composed of, after seriously taking Duncan's suggestions into consideration I commence reading the SA. Duncan was obviously irritated at this point and begins helping other customers. 7:33 I signed the SA and Duncan continues to ring the items up, after running into difficulties Duncan turns to a fellow co-worker (Tish) for her assistance. Tish continues to ring up the items and rebates. 8:10 Tish has decided to cancel and re-ring all the items and rebates. In the middle of ringing up all the items Tish decided to walk over to the registers and start visiting with some of her co-workers. It turns out that Tish was actually done ringing us up, but failed to bring that to our attention.
8:15 we carefully look over our receipt and check it for errors, to our surprise there was an error of $50 plus dollars. By this time we have noticed that many other customers purchasing computers have come and gone. 8:17 we look around for Chris Grant so he can clear up the issues we have with our receipt. Multiple times we ask to have a manager attend this issue that we are having. 8:50 no manager and yet quite another long wait, I decide to hunt someone down so we can get out of your store. This is when I found Jarius helping another customer, I explained our situation to him and he was very helpful in straightening out the $53.13 amount that was over charged. From here Jarius left us with Rachel to finish our check out. 9:30 Rachel finishes the checkout, refunds the $53.13 back to my card and sloppily staples the receipts to the PSP. At this point Rachel is finished and decided to leave the service desk. My girl friend and I, very anxious to leave your store wonder on the whereabouts of our PC? None of your employee's bothered to give us our PC so we can leave. 9:45 furious with the service I physically had to walk behind the service counter and wheel our PC from behind the service counter. We departed your store at 9:48 pm.
After extensive research via www.sony.com it has come to my attention that the computer package that was supposed to be of greater performance (RX-860), is actually a slower machine than the 2.66 GHz machine that was initially being held for us. The only difference between the (RX860) and the (RX830) is the processor speed. Your employee "Jarius" ensured us that the (860's) graphics card was much better than the (830). Both machines contain the same SiS 651 integrated graphics card! Selling us the 2.4 Ghz machine at the price of a 2.66 GHz is a fraudulent endeavor by your company and its' personnel.
Shopping at your store was a nightmare! Purchasing a PC is supposed to be an exciting and joyous time regardless of how much money is being spent. As the hours past while we were stuck in your store, your number one competitor Circuit City was increasingly appearing first-class. As time passes now, the people who bought PC's at your store today most likely have gone home and assembled their PC's, while ours sits in the boxes unassembled. Nobody leaves their PC's in the box for this long! The excitement...gone, by the time "the powers" at Best Buy read this we will have already returned the Sony Vaio personal computer, and purchased the same model at Circuit City. I will definitely share my experience I had at BB today with everyone that I know using all forms of communication, in addition to recommending Circuit City. One person can make a difference.
Regards
***This currently sits with the upper management of Best Buys Corporate office.***
What do you guys think? I was also thinking of getting in contact with the BBB and the local media...WWYD?? Your thoughts are welcome.
6:07 pm November 30, 2002 we returned to your store to purchase the computer that we had waiting for us. Upon speaking to Jarius again he stated that the computer was sold from underneath us. Jarius seemed as if there was nothing that could be done. Disappointed we asked to speak to one of the managers of the store. The particular manager we spoke to was Chris Grant. Chris put together another package that was comparable to the computer that was previously being held for us. We were very excited since we were told this PC was of greater value per the performance aspect of the spectrum. 6:46 pm at this point we head over to the check out counter to purchase the machine, Jarius was very helpful in recommending components that he felt were necessary for our configuration. When I mentioned to Jarius that we are college students that needed to stay with in a particular budget it seemed as if the quality of his demeanor began to plummet. He didn't understand why we did not want all the "extra" components, and the situation arrived to the point where I just had to flat out state "No I'll take the computer only".
7:03 pm Jarius hands us over to Duncan who works at the service counter. Duncan wears a black shirt indifference to the blue shirts that all the other employees wear. Duncan "highly" recommends the Norton anti-virus to be installed by Best Buy (BB) technicians, upon declining the anti-virus software Duncan seemed to be slightly agitated. Duncan begins ringing up the items we are very anxious to purchase. 7:20 Duncan is still ringing up items and asks me to sign for the service agreement that I have read. I ask Duncan (What did I read, where is this service agreement?) 7:25 Duncan returns with the Service agreement (SA). Duncan takes it upon himself to explain to me what the SA is composed of, after seriously taking Duncan's suggestions into consideration I commence reading the SA. Duncan was obviously irritated at this point and begins helping other customers. 7:33 I signed the SA and Duncan continues to ring the items up, after running into difficulties Duncan turns to a fellow co-worker (Tish) for her assistance. Tish continues to ring up the items and rebates. 8:10 Tish has decided to cancel and re-ring all the items and rebates. In the middle of ringing up all the items Tish decided to walk over to the registers and start visiting with some of her co-workers. It turns out that Tish was actually done ringing us up, but failed to bring that to our attention.
8:15 we carefully look over our receipt and check it for errors, to our surprise there was an error of $50 plus dollars. By this time we have noticed that many other customers purchasing computers have come and gone. 8:17 we look around for Chris Grant so he can clear up the issues we have with our receipt. Multiple times we ask to have a manager attend this issue that we are having. 8:50 no manager and yet quite another long wait, I decide to hunt someone down so we can get out of your store. This is when I found Jarius helping another customer, I explained our situation to him and he was very helpful in straightening out the $53.13 amount that was over charged. From here Jarius left us with Rachel to finish our check out. 9:30 Rachel finishes the checkout, refunds the $53.13 back to my card and sloppily staples the receipts to the PSP. At this point Rachel is finished and decided to leave the service desk. My girl friend and I, very anxious to leave your store wonder on the whereabouts of our PC? None of your employee's bothered to give us our PC so we can leave. 9:45 furious with the service I physically had to walk behind the service counter and wheel our PC from behind the service counter. We departed your store at 9:48 pm.
After extensive research via www.sony.com it has come to my attention that the computer package that was supposed to be of greater performance (RX-860), is actually a slower machine than the 2.66 GHz machine that was initially being held for us. The only difference between the (RX860) and the (RX830) is the processor speed. Your employee "Jarius" ensured us that the (860's) graphics card was much better than the (830). Both machines contain the same SiS 651 integrated graphics card! Selling us the 2.4 Ghz machine at the price of a 2.66 GHz is a fraudulent endeavor by your company and its' personnel.
Shopping at your store was a nightmare! Purchasing a PC is supposed to be an exciting and joyous time regardless of how much money is being spent. As the hours past while we were stuck in your store, your number one competitor Circuit City was increasingly appearing first-class. As time passes now, the people who bought PC's at your store today most likely have gone home and assembled their PC's, while ours sits in the boxes unassembled. Nobody leaves their PC's in the box for this long! The excitement...gone, by the time "the powers" at Best Buy read this we will have already returned the Sony Vaio personal computer, and purchased the same model at Circuit City. I will definitely share my experience I had at BB today with everyone that I know using all forms of communication, in addition to recommending Circuit City. One person can make a difference.
Regards
***This currently sits with the upper management of Best Buys Corporate office.***
What do you guys think? I was also thinking of getting in contact with the BBB and the local media...WWYD?? Your thoughts are welcome.
Last edited by zchild92; December-5th-2002 at 10:35 AM.
December-5th-2002, 11:52 AM
#3
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Thread Starter
Join Date: Nov 2001
Location: Somewhere near the yellow brick road...
Posts: 176
Originally posted by Rider69
Dude, you should have got a dell!
Dude, you should have got a dell!
Oh what the hell...that was kinda funny.
Foxy~Thanks. From now on I think I'll go to BB check the prices then head over to Circuit City since they will match any competitor's price and beat it by an additional 10%.
lol 
anytime pal!
December-5th-2002, 07:49 PM
#6
Protege Enthusiast
Join Date: Feb 2002
Location: Outside Tampa
Posts: 440
I got a gateway. Ordered everything online. No sales people no talking.Got everthing I wanted and knew exactly how much everthing cost me. Had it for about 4 monthes and couldn't be happier.
December-5th-2002, 09:09 PM
#7
Master of All Things :{D
Join Date: Feb 2002
Location: southeast texas, near houston
Posts: 4,118
Originally posted by Rider69
Dude, you should have got a dell!
Dude, you should have got a dell!
zchild, the letter you composed was very good....quite professional, even handed, and stated facts in a timeline....you did a good job. As for the media....don't bother. the BEST thing you can do is exactly what you are doing....telling others of your experience with that particular store.
December-5th-2002, 09:36 PM
#8
has issues
Join Date: Apr 2002
Location: Orlando, FL
Posts: 304
From my experience, that's quite typical of a store like that. Most of the salesman don't know anything about computers, and will just spew anything at you to get your money and shove you out the door. Most likely they weren't lying, they just didn't have a clue.
My advice, order from someone like Dell, Gateway, or Micron PC. Or better yet, educate yourself and build your own PC
. Cheaper, more reliable, and you know EXACTLY what you're dealing with.
Oh, and great letter.
My advice, order from someone like Dell, Gateway, or Micron PC. Or better yet, educate yourself and build your own PC
. Cheaper, more reliable, and you know EXACTLY what you're dealing with.Oh, and great letter.
December-5th-2002, 09:45 PM
#9
Registered User
Join Date: Oct 2002
Location: Rochester, NY
Posts: 93
Great letter
Next time get a Mac (sorry, you know there had to be one in the group.)
Actually, for work, all i ever get are white boxes. Being custom built, they are so much easier to service and upgrade. A lot of the time, when you by a brand name (especially Dell) if a part goes bad, you have to get another brand name part. Plus, if someone is custom making a PC they tend to want you as a repeat customer and therefore do a better job at service.
Next time get a Mac (sorry, you know there had to be one in the group.)
Actually, for work, all i ever get are white boxes. Being custom built, they are so much easier to service and upgrade. A lot of the time, when you by a brand name (especially Dell) if a part goes bad, you have to get another brand name part. Plus, if someone is custom making a PC they tend to want you as a repeat customer and therefore do a better job at service.
December-5th-2002, 09:46 PM
#10
Oil Change Enthusiast
Join Date: Apr 2002
Location: Norwood, MA
Posts: 1,587
A classic lesson!
It is a classic lesson. I would HIGHLY recommend to do your homework before you go into the store. As soon as the store employees sense that you do not know anything about computers they have only one word come to their mind - COMMISION!!! They would be the nicest people you would ever meet, they will tell you all the nice stories about how you need this, and how much better your computer would run if you had that in there too.
I can't believe that you let their technician install Norton on your computer. The price of labor alone is almost twice the cost of the software that you can pick up from the shelf, and then install yourself.
By the way I did not mean to affend you in any way. But besides the point. I would recommend to visit www.sharkyextreme.com . This website has been for years testing, benchmarking, reviewing all you need to know about a personal computer. You read different reviews, and compare different products. Good luck in your future buys.
I can't believe that you let their technician install Norton on your computer. The price of labor alone is almost twice the cost of the software that you can pick up from the shelf, and then install yourself.
By the way I did not mean to affend you in any way. But besides the point. I would recommend to visit www.sharkyextreme.com . This website has been for years testing, benchmarking, reviewing all you need to know about a personal computer. You read different reviews, and compare different products. Good luck in your future buys.
December-5th-2002, 10:22 PM
#11
Protege Enthusiast
Join Date: Mar 2002
Location: Palm Bay, FL
Posts: 163
Unfortunatley turbonium, you theory is a little off. Best Buy employees don't make a commision, but Circuit City does. That was supposed to be the big deal about Best Buy back in the day. Not that it matters, cause what they lack in pushing a product, they make up for in shoving the service plans down your throat.
December-5th-2002, 10:28 PM
#12
Oil Change Enthusiast
Join Date: Apr 2002
Location: Norwood, MA
Posts: 1,587
OK, my bad. Thanks for correction. I did not know about Best Buy not having commision. But my point is still the same, they will try their best to sell you the things you either can do yourself for a lot less money, or things you do not need at all.
December-5th-2002, 10:39 PM
#13
Certified Sick Individual
Join Date: Mar 2002
Location: Houston, TX.
Posts: 1,141
I worked at Circuit City pushing computers for awhile. At Circuit City I was forced to read several manuals dealing with computers and take exams on them. Passing scores were required before you could even try and sell someone anything. Had a friend work at Best Buy during the same period, same job. They handed him the book, told him he could read it if he wanted, and let him loose. They got lucky with him, because he actually knows something but he said they did that with every employee. Which is apparent because I always get abyssmal service when shopping at Best Buy. At Circuit City I just get annoyed, but they are usually right.
And turbonium - Sharkey's has gone down the toilet since they were bought out. Tom's Hardware (www.tomshardware.com) and Anandtech (www.anandtech.com) are two of my current favorites for hardware news and reviews.
But next time, build your own or get help from someone on the board or elsewhere that knows what they are doing.
And turbonium - Sharkey's has gone down the toilet since they were bought out. Tom's Hardware (www.tomshardware.com) and Anandtech (www.anandtech.com) are two of my current favorites for hardware news and reviews.
But next time, build your own or get help from someone on the board or elsewhere that knows what they are doing.
December-5th-2002, 10:50 PM
#14
Oil Change Enthusiast
Join Date: Apr 2002
Location: Norwood, MA
Posts: 1,587
Originally posted by kc5zom
...
But next time, build your own or get help from someone on the board or elsewhere that knows what they are doing.
...
But next time, build your own or get help from someone on the board or elsewhere that knows what they are doing.
December-6th-2002, 12:40 AM
#15
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Thread Starter
Join Date: Nov 2001
Location: Somewhere near the yellow brick road...
Posts: 176
Re: A classic lesson!
Originally posted by turbonium959
It is a classic lesson. I would HIGHLY recommend to do your homework before you go into the store. As soon as the store employees sense that you do not know anything about computers they have only one word come to their mind - COMMISION!!! They would be the nicest people you would ever meet, they will tell you all the nice stories about how you need this, and how much better your computer would run if you had that in there too.
I can't believe that you let their technician install Norton on your computer. The price of labor alone is almost twice the cost of the software that you can pick up from the shelf, and then install yourself.
By the way I did not mean to affend you in any way. But besides the point. I would recommend to visit www.sharkyextreme.com . This website has been for years testing, benchmarking, reviewing all you need to know about a personal computer. You read different reviews, and compare different products. Good luck in your future buys.
It is a classic lesson. I would HIGHLY recommend to do your homework before you go into the store. As soon as the store employees sense that you do not know anything about computers they have only one word come to their mind - COMMISION!!! They would be the nicest people you would ever meet, they will tell you all the nice stories about how you need this, and how much better your computer would run if you had that in there too.
I can't believe that you let their technician install Norton on your computer. The price of labor alone is almost twice the cost of the software that you can pick up from the shelf, and then install yourself.
By the way I did not mean to affend you in any way. But besides the point. I would recommend to visit www.sharkyextreme.com . This website has been for years testing, benchmarking, reviewing all you need to know about a personal computer. You read different reviews, and compare different products. Good luck in your future buys.
Turbonium,
Norton wasn't installed on the PC since all Sony’s already have PCsillin installed, that's why in the letter Mr. Duncan was irritated since he couldn't get the extra $ out of us. BTW I still owe you PH6607 shots.
Another reason for buying from a dept. store is the interest free financing, I haven't seen any PC company offer this. Please let me know if there are some that do.
Compliments to ~ Sir Nuke...
For those who don't know how BB operates:
BB employees don't get commission, however they do compete with every other department in the store. Therefore car audio competes with home office, appliances, etc... The dept with the lowest revenue for the month must receive counseling. Yes, counseling! The dept has to meet as early as 6 am to brainstorm and discuss ideas that will better their dept revenues for the next month. This makes their jobs much harder. That’s why employees push so hard to meet the quotas and beat out the other departments.
Great feed back guys! Thanks.