Just to let everyone know Best Buy treated me like crap. I spent $2,000 on a Sony Vaio and was assured by the salesperson - upon reading my hesitance about parting with two grand - that if the laptop did not function correctly or if anything was wrong with it I could return it.

The laptop was crap. It shutdown randmonly, bluescreened, flickered, froze up upon opening more than one application at a time, etc. Not what you expect from a Sony. And certainly not for two grand.

I returned it to Best Buy TWO DAYS LATER. I was told I had to pay a $360 restocking fee. I spoke with the clerk, the assistant manager, the store manager and the regional manager and all told me they would not take the laptop back unless I paid it. And all told me that "just because it doesn't perform the way you want to doesn't mean it's defective" (their policy is that restocking fees are only waived if products are defective). How blue screening and shutting down in the middle of using it is not defective is beyond me.

I filed a complaint with the DCP and fought the charges with my credit card company. Luckily I won, but I would hope no one else has to go through this. BAN BEST BUY WITH ME!!!

I now order all my electronics through careful research on restocking fees. Best Buy SUCKS!

I think this email to Best Buy explains it best:

To whom it may concern,

Let me first tell you that I freelance as a computer tech, and do data backup for my clients. This leads me to need at least 20 external hard drives a month. In the past I would get them off the Internet, J&R Music World, or B&H Photo.

About a month ago I noticed a good sale price on the WD 500GB My Book external drive on BestBuy.com. I decided to give the Best Buy on 86th and Lex. (store #835) a shot at my business.

What I was met with when I got there was EXCELLENT! The Department manager of the computer accessories department (I believe his name was Brian) and has team were GREAT! They were very busy, but were able to accommodate my needs in a timely fashion. I decided to look into your price guarantee so that I could continue to buy my hard drive from Best Buy on 86th (based on Brian and his teams performance). I continued to buy my drives there, Brian would great me with a smile (remembered my business) and his team and him took great care of me.

Now that leaves us with today. I came into the 86th st. store at approximately 6:45pm, and proceeded to grab a couple more WD 500GB My Book external drives. I found one of the salesmen that I have dealt with before, and told him of my price match (JR Music World Product Link: http://www.jr.com/JRProductPage.process?Product=4107282 ) and he instructed me to the Check Out counter. I was told by the sales representative that the cashier would be able to change the price for me, and that if I had any problems to have them page Brian. This seemed like normal procedure, since the last time I was there my price was changed the same exact way. I was brought to the normal check out counter, where the salesmen told the cashier of my price match, and she proceeded to call someone to override the price and I was on my way. As I waited for the manager to over ride the price, she pleasantly asked me if I'd like to sign up for the Rewards Card, which I did. A complete and total different situation was experienced today.

Today... I get to the front of the check out counter, I then explained the situation, where the price match was from, and the conversation I had with the salesmen in Computer Accessories. She then alerted a young women on her cell phone that was standing a few feet away from her. As I would find out later this young lady was your store operations manager Atia. Atia told me that she was unable to change the price from the Check Out counter and that I would need to go to the Customer Service counter. Being as I was just in the store 3 days earlier buying another 3 hard drive and had the price changed at that very p.o.p. kiosk. I was a little confused as to why I now had to wait on the long Customer Service counter line (I had already waited on the 10 minute Check out line, at the salesman's request) to do what had been done for me at the Customer Service counter 3 days earlier. I have worked in retail on and off for over 15 years, and was just recently working as a department manager of a electronic retail store... I KNOW that that a manager such as Atia has the approval right to change such a price. I ask Atia if she would accompany me to the Customer Service counter, so that I don't wait on the line again just to have the same kind of issue I had at the Check Out line. She said, that she will not accompany me and that she can't do anything... "I MUST go to the Customer Service counter". I ask Atia if she would page Brian for me, she informed me that it was Brian's day off. I then asked to speak to a manager, she informed me that she was in fact a manager. I then asked her if I could speak to the SALES or STORE manager, she told me that she WAS the sales manager / store manager (I found out later that she was the operations manager, and that Adam and Moreen were the actual Sales Management team) I ask Atia if she had a business card, she refused. I asked for the cooperate phone number, she gave me the 888-bestbuy number. None of this built any trust that I wasn't just heading off to the Customer Service line for another hassle.

Be that as it may... I gave in and walked to the Customer Service counter, I proceeded to wait another 10 minutes to get to the service representative. She asked me for a print out of the price from JR Music, I explained that I had already been told that I could have the price by my sales representative, and sent to the service counter by Atia to get the price. She then explained that with no print out, she would not give me the price... then asked me to "step aside". I then ask the customer service representative if she could use one of the many Internet terminals that were behind her to validate the price, her reply was simply no. I asked if she could call JR Music world to validate the price, her response was again no. I then (getting rather frustrated by the situation) asked her to page Atia. She complied, moments later Atia arrives... I continue my discussion with her from before and asked why if she was the one who is needed to change the price, did I have to wait on two lines to do so. She tells me to "stop getting upset, your getting your price!" as though she was very upset about it, and she was doing me a favor by honoring your posted price guarantee. I'm my retail past it was very important to myself and my company that the customer feels as though you are nothing but happy to match a competitors price. As my reward card and credit card were processed, Atia and the customer service lady whispered between each other... and would seem to be having a negative conversation at my expense. I told Atia that I would be contacting corporate and that I was very disappointed with my shopping experience... she replied in a rather hostile way "Go ahead! Have a great day sir!"

To make a long story, longer... although I have had good experiences at your 86th st. location in the past, I'm not sure if (do to the circumstances) I can or will continue to shop there, or with the Best Buy company in general. It would have been disappointing enough for me to have had an experience such as this with a salesman or cashier, but with an upper management employee such as Atia to respond and conduct business in that matter with an obvious return customer such as myself (or with anyone for that matter) is very disappointing to say the least.

I then spent over an hour of the evening on the phone with a telephone customer service representative, with equally.. if not worse results. The phone call went like this, it started with a 30 minute wait to speak to a customer service representative by the name of Effe. I calmly explained the situation to Effe, and she told me that she was going to call the store to get Atia’s side of the story. I was then put on hold for another 20 minutes (these are not exaggerations, I would ask you to check the call log… and complaint recording for better reference) as Effe discussed the matter with Atia. When Effe returned her response was nothing short of offending. She proceeded to ask me “Did you eventually get the price match you were looking for?” I answered “Yes, of course… I just explained that to you” She replied “Well (laughs).. then what’s your problem?” I then explained to Effe that this was not an issue over the $40 discount on the drive, but an issue of the way I was treated, and the manner and time in which it took to get my Best Buy Price Guarantee honored. At the end of our phone conversation I told Effe that I do not feel that the situation had been resolved by her, and I would like to continue the conversation with a member of the regional management team, or someone from the corporate office.

A matter such as this should not be taken lightly, as if I can have an experience like this... one must wonder who else has this sort of experience. Unlike myself, I would assume that many do not have that patience to wait the 30 minutes it took for me to speak to someone in your complaint department, or to write an email such as this.

I hope that this letter winds up in the correct hands, as for if I don't get a response from a Best Buy representative that understand my concerns, is thankful for my continues business, and who can offer a resolution to this matter... I don't believe I will shop with your company an further.

Thank you in advance for your time, and quick reply,

- A.Y.

DO NOT FALL FOR THE GIFT CARD SCAM AT BEST BUY!! If you buy an extended warranty and are sold a lemon appliance, you will have to repay the gift card if you do a refund or exchange!!! Even when you pay $300 for an extended warranty!! you will not get an equal replacement. This is how we lost $800 dollars.

HERE IS MY STORY:

April 1, 2007 bought Sony TV open box 60 inch and 4 year extended warranty. One hour after plugging it in, it shuts down - called Best Buy to get it repaired. Tv worked the next day, canceled repair call. Tv worked on and off through next few months. Would not turn back on June 21st. Someone came out the June 28th. "Fixed" tv, but it shut off by itself as repairman was exiting. Repairman said he needed to order a part, would take 3-5 days. July 5th, 2007- called best buy to find out about part. "Robin" said bring tv in to best buy for replacement. My husband repeated back to her what she said and she confirmed yes bring it in to the store for a replacement and said all the store has to do is call and get authorization. My husband loaded up the 60 inch tv and hauled it all the way to best buy to do what Robin said. Manager James Gardner picked out the replacement tv, brought it up to the exit door, and said he needed to call to get authorization. He had an associate call up to get authorization. They said there is no authorization. My husband called the in-home repair number on his cell phone to find out what just happened. Robin was not there, spoke to some other lady. Lady asked to speak to manager. My husband handed his cell phone to the store manager James Gardner. The manager went to a corner to talk on my husband's cell phone for ten minutes. Came back and said there is no authorization, very snooty and rude. Offered to put part of the refund on a gift card. Very frustrated, my husband accepted the gift card for a fraction of what we paid for the tv. Now we have no tv, a gift card that cant buy us a comparable tv and no desire to ever shop at best buy again. ---------- Spoke to someone at in-home repair, they said they did not see anything about my husband talking to Robin. Asked to speak to supervisor. Immediately asked supervisor about notes on conversation with Robin. Supervisor confirmed they DID in fact have record of it but denied that she gave authorization. Spoken to in a patronizing tone and told us we can go buy another TV. On 7/5/07 I called customer relations to complain. "Mary" immediately had a rude tone. I calmly told her my situation. When I was finished she began speaking in a rude tone. She said they did us a favor and made an exception by allowing us to return the TV. I told her they gave us a partial store credit for a lemon TV we bought three months ago with an extended warranty, which is not making an exception by any means. She began raising her voice with me and I asked to speak to her supervisor. She put me on hold for ten minutes and the supervisor Sarah said she is choosing to do nothing for us but document that I called. I asked who else I can speak to. She said she is the highest person they are going to allow me to speak to. It ended there.

We now have NO tv, a gift card that wont buy a comparable tv, and an expensive four year warranty for nothing.

I purchased a Sirius Sportster unit from best buy on 3/12/06 including the installation, car kit, extended warranty, home kit and all the total was $349.67.

Approx two weeks ago the unit quit working and I thought no problem, I bought the extended warranty so I'll go back to best buy and exchange for a new unit and be on my way.

After over 45 minutes in the store and speaking to 4 different best buy employees (on the first trip to try and resolve this) I learned that the unit I purchased had been discontinued and the only thing that they could do was to replace the unit with a comparable. I was fine with this but it would include bringing the car in to uninstall what I had purchased and then install the new unit. My wife and I were told to bring the car in any time and that there would be no charge for anything and that best buy would swap out the units.

Day two (the next day). We bring the car in and are now told that we will need to make an appointment even though they currently have no vehicles waiting for installation. We decide to just leave the car so that the install can be done at best buys convenience. As we are negotiating with the install person she states that "you will have to pay for the uninstall and the reinstall of the units". This is totally different then what we were told the day prior. She said that she would have to go get the manager because "somebody was going to have to pay for this and it wasn't going to be her". Apparently best buy out sources installs to an independent third party even though they are in the store and have a best buy shirt on.

The manager (Benji Inman) immediately took a defensive tone and basically said that yes we would have to pay for uninstalls, reinstalls, adaptor kits and anything else that they used which was going to be north of $150.00. Which is more than the cost of the new unit. I stated that I was not very happy with that due to the fact that I had bought an extended warranty for the unit and that I just wanted that unit replaced. It is not my fault that the unit has been discontinued. Also we were told the day prior that we would not be charged for any of this. I even stated specifically the employees that we discussed this with us and Benji stated that was not the case because those employees knew better. I would like to know how he knew what was said when he was not there. Benji stated that I could call 866-bestbuy and complain but that it would not do any good because they would just send him an email and he was just going to give me the same answer then.

I also asked if best buy could check and see if the unit was available somewhere else and he said no. (I have since emailed Sirius and there are units available in the market.)

The thing that burns me is the fact that I went in the store on day one and was given the instruction by best buy staff of what to do. On day two the story totally changed. The manager was so arrogant that I had to keep asking him "you're the top manager here"? I could not believe that a manager would have the attitude and poor customer service this guy had.

I'm out the $350.00 that I originally paid for the unit and components not to mention the jam box that I bought later that will only work with the now discontinued unit which was another $120.00 so I'm close to $500.00 out of pocket over this.

I also mentioned to the "manager" that I know I have spent over $10,000.00 in best buy and he is loosing my business over this install issue which I'm sure costs the store $50.00. I'm in the service business and I would never loose a good customer over a $50.00 issue. Stupid business.

I will never spend another dime in best buy (from now on to be known as "worst buy") nor will any of my employees, family, relatives or friends if I can help it.

I purchased a 42" LG Plasma tv from best buy approximately 10 months ago. I have been a regular customer for many years and I am pretty sure that is over now.

3 Months ago my TV made a pop sound and the screen went away. I called in to Best Buy repair and opened a repair ticket (Job code 5916582).

I was told the earliest the tech could come to my home was approximately a month away (May 11th). I was told the Technician would call before he arrived and given a 6 hour window.

The day of the 11th the technician did in fact call me, however instead of coming out to my home he asked me a few questions, told me that he knew what it was and would "have to order a part" the technicians name was Norman.

He asked me for all of the model and serial number information off of my TV... even called me back once for additional information and then informed me that it would take 3 to 7 days for the part to arrive, at which point I would receive a return call from "routing" to set up a technician to install the part.

Two weeks later I had still not received a call back so I placed a call into best buy. I spoke with a routing rep named Gary on 5/25 and he told me that he was calling the tech and to please hold.

After being on hold for 10 minutes he informed me that the tech was checking his truck for the part and I would recieve a call back from him that day with an update.

Of course that day came and went with no return call from Gary. So once again I called in this time asking for a supervisor.

A supervisor named Sean listened to my situation and then said he would place me on hold to contact the tech and routing to determine what my situation was. After sever times being placed on hold Sean came back to inform me that he could not get a hold of the tech.

He said he emailed him and left him a voice message. He went on to say that he needed to give the tech 48 hours to respond per policy. If I had not heard back from him or the tech in 48 hours I should call him back. He then gave me his internal extension.

So 48 hours goes by and still I have not heard from Sean/Best Buy or the Tech.

I call back in and ask to be put through to sean, I am informed that he is not in... they can however route me to a different supervisor.

I am routed to Kyle I again explain my situation. Kyle apologizes but then goes on to tell me he doesn't show any parts ever being ordered... further he tells me the best he can do is re-schedule a tech to come out and gives me a date sever weeks out!!

I inform him that is not acceptable. He then places me on hold and calls routing. Comes back and tells me he can have a tech at my house Sat the 2nd of June (today). Well here I sit and the tech has still not called or showed up.

Working towards three months of calling for repair on my Best Buy purchased LG HD TV and I have yet to see any Tech, I apparently do not have my part on order yet and I am no closer to watching the HD TV I purchased from BEST BUY.

I have spent on average several thousand dollars a year at Best Buy and was a loyal customer but that is now over.