This is a copy of the complaint I filed today at Best Buy. I am posting here to warn other consumers of this corporations notoriously bad behaviour. Think twice before spending your hard earned money at this store.


November 18, 2020

Best Buy Corporation
7601 Penn Ave South
Richfield, Minnesota 55423-3645


Regarding: service order 00542-322030415
Case #244677953 | Product Number: 3LB85AA#ABA | 3-year Total Tech Protection Purchased on August 15, 2019


Dear Sir/Madam,

I have been trying to resolve issues with my HP Envy computer since June. I have come to the conclusion that Best Buy simply does not care about their consumers! I understand that the pandemic has put a strain on your daily business operations, however this situation has been going on for several months and I have been extremely patient until now.


To start, I would strongly suggest that you fire the agency providing your phone and online support and get your money back. In one week alone I was forced to spend a total of 7 long hours on hold listening to Christmas Carols. The shortest wait time I have experienced over the past few months was 40 minutes. The CS agents have the audacity to hang up the phone before I uttered one single word. It is infuriating, especially after waiting patiently on hold for over an hour. When I do finally get through to your agents, they're rude, unwilling to help, and claim that they're unable to put me in touch with a supervisor. Even if these service agents are working from home, there is no reason they can’t have a supervisor return my call. I am not that naive!


I would like to tell you about another bad experience I had recently with your supervisor named "Julian" who was so far out of his depth I almost offered CPR. He told me that I need to "suck it up, we've all had to make sacrifices due to Covid!" He even went on to inform me that I should be comforting him because he had to kick his girlfriend out of the house the night before for being a slob. It was a ridiculous statement to share with a customer and it had nothing to do with the status of my computer repair.


Now on to the heart of the matter. My computer is currently being repaired (under my Total Tech protection plan- service order 00542-322030415). The system shows that it shipped from your service center on 11/2/2020 but it hasn't made it back to the Las Vegas store yet. I originally thought that it might be sitting on your dock somewhere because it doesn't take 2 weeks to get from Los Angeles to Las Vegas.


I finally received an update yesterday from Drew at the Geek Squad in Summerlin (only because I sent messages on every social media platform possible to help locate my device). The response I received makes me question whether Best Buy actually knows the location of my computer. Drew told me to just buy another computer and return it later. It is my firm belief that this resolution would only benefit BestBuy and it provides no guarantee that the store would accept my return which means more wasted money.

Here's a copy of Drew's message:

Hello Judy,

This is Drew from BestBuy Geek Squad in Summerlin to give you an update about your All-in-One that was at the service center. While looking at your service order I can see the unit was shipped from the service center on 11/2. Unfortunately this unit is being shipped back through our shuttle process and not through UPS. While researching to see where your unit is at it is still being processed from the service center to our warehouse. Once the unit is at the warehouse it will then be shipped to the store. At this point I do not have a time frame when we will be receiving the unit. I am sending out an escalation so we could get an update about this shipment and why the unit has not been received at the warehouse and shipped to our store. I apologize in advance for this shipment delay. I will be checking on this order daily when there is an update on this shipment I will reach out to you and let you know.

Thanks,
Drew


For your reference purposes, these are all the dates of my service:

• Total Tech in home repair on 7/7/20, 7/25/20, 9/9/20
• In store Geek Squad Repair on 9/28/20 and 10/18/20


These are the technical issues of my HP Envy All in One PC (Product Number: 3LB85AA#ABA):
• Computer Powers Down Unexpectedly
• Display (internal monitor) dark and grainy picture (unable to adjust color & clarity) I spoke to HP on this topic multiple times)
• Intermittent Internet Signal- External modem was replaced by Cox Communications on 7-20-20. I switched to an Ethernet cord (it is not WIFI related)
• Intermittent Microphone
• Memory Error messages (appears randomly when shutting down computer)


As of today, 11/18/20, it has been 5 incredibly long months since we started this journey and I still don't have my computer. Each day that goes by I am unable to earn a living. Unlike you, I do not have a $45 Billion net income to fall back on. I am disabled and it is difficult to travel to the store without hardship.


These are some of the self-serve methods I tried to resolve my matter so far:
• Calling - I sat on hold for a total of 7 hours within one week. Your agents hang up immediately before I said anything
• Chatting with the online Geek Squad -Told that they have access to the same info I do, advised to go to the store, and refused to transfer me to a supervisor for further assistance
• Best Buy Forums- Said they will forward to service dept. W.C.B.
• Social Media (Best Buy Facebook and Twitter) – Said they would check into it, but no response
• GetHuman.com- Agent hung up again
• Email - My email is returned telling me to contact customer service by phone


After waiting weeks for my repair, I was informed by the service center on November 3rd that they ran a 24-hour diagnostic test and were unable to duplicate the problem, therefore they are shipping it back to the store. Despite the fact that I personally discussed all the problems at length and the store specifically asked the service center not to ship it back without replacing the board because there are some days where the problem doesn’t occur and the next day it might happen 8 times.


I have already spent $2,200 on the computer, countless hours spent troubleshooting, and wasted another $425 on a premium service warranty (which you failed to deliver). I have 2 more years left on my service contract. If this is how you treat all your customers, I would be shocked if you're still in business next year.


It has always been my intention to handle this situation professionally without leaving the mean/disgruntled comments on social media and forums like so many other customers, but I am extremely frustrated and need answers. This entire experience has been pure torture and it won't be tolerated any longer!


Perhaps when I do post my complaints online (at PissedConsumer.com, complaintboard.com, mythreecents.com, and MeasuredUp.com) to warn other customers of your recent behavior, incompetent staff, and total lack of customer service you will pay attention, but I won't count on it because no one at your company seems to care. If it wasn't obvious from the tone of this letter, you lost a loyal, long-time customer today. I hereby refuse to ever do business in the future with Best Buy unless you take action to resolve this matter to my satisfaction.


I urge you to take this complaint seriously and I will be expecting a prompt and favorable reply from you on this matter. Thank you.


Signed Very Upset,
Judy Hellmuth




Note: Hard Copies also sent to Geek Squad and Best Buy Corporate Customer Care PO Box 9312, Minneapolis, Minnesota 55440