My letter to Best Buy is below. I am extremely frustrated and disappointed with the store and I will not be shopping there anymore. Also, check out this site.
To Whom It May Concern:
My husband and I have been loyal customers of yours for
years. We relied on Best Buy for all of
our electronics needs. After the service
that I have received from the Geek Squad in the Ann Arbor, MI
store, we will be canceling our store credit cards and making all of our future
I purchased an HP laptop with a 3-year service plan in May
2005. The first two years, I was
satisfied with my experience. I needed a
new battery and a new power cord and those were sent to me with no hassle. Then in April 2007, my computer began acting
up. It just randomly shut off and got so
bad that I couldn’t even keep it on long enough to do anything. I am a law student and rely on my laptop for
everything, including my final exams. I
ended up deciding to send in my laptop and borrow another one for the rest of
that school year. I received my computer
with a new motherboard 3 weeks later. At
the time, the problem appeared to be solved and I was satisfied with the
service I received.
Because I had always been satisfied with Best Buy/Geek Squad
in the past, I was surprised by the poor treatment I received this spring. In February 2008, my computer started
randomly shutting off again. I decided
to fix the problem early so that I could have it back for finals this
year. I brought it to Best Buy in March
and they sent it out. The hard drive and
the fan were replaced. I received a call
the next Saturday saying that my computer was ready and I should bring in my
system restore disks. I was told it
would take a few hours and then I would get my computer back. I brought the disks in on Saturday afternoon
hoping to have it ready later that evening.
Sunday was Easter, so the store was closed. On Monday, I received an automated call
saying my laptop was ready to pick up. I
drove out there and was told that it actually wasn’t ready. I heard nothing the rest of that day nor did
I hear anything on Tuesday. I attempted
to call multiple times and every time the phone just continued to ring – no
answer and no place to leave a message.
Finally, on Wednesday, I received a call saying I could pick
up my computer. I went in and attempted
to get some answers about what had been wrong on my computer. Replacing a hard drive is not the easiest
thing to deal with, so I wanted to know why it had to be replaced. The best answer I got was, “hard drives break
sometimes.” I decided the person I was
speaking with was not competent to argue with so I just left with my computer.
I was frustrated at that point, but it does not even compare
to how I feel now. A few weeks after I
got my computer back, the same problem began occurring. Apparently the new hard drive and all its hassle did not solve the problem – just as I had suspected. All I want in life right now is to graduate
law school and Best Buy has not made this easy.
Even though I brought my computer in months before exams, I am still
forced to borrow another computer because I can’t trust that mine will not shut
off in the middle of a test.
My main concern is that my service plan ends on May
16 and I am worried that this problem will never be resolved. I went in to Best Buy to try to get
something in writing saying that this problem would be fixed no matter what
because I attempted to address it in March, but of course, no help from the
Geek Squad in Ann Arbor. I am moving soon and I will send it in to the
Best Buy in Port Richey, FL. I am hoping
that I get better treatment there but my faith in Best Buy is nonexistent at
this point. I do expect that this
problem will somehow be resolved and I will continue to fight for it. I have now had to take my final exams on a
strange computer two years in a row and I am hoping that I can actually use
mine when I sit for the Florida Bar Exam.
I just wanted to let you know that you have lost a
once-loyal customer. I will also be
telling everyone I know not to shop there anymore.