In the Spring of this year I went to Best Buy on Hamilton Mountain to purchase a new computer. When I spoke with the sales girl, I specifically said to her, that I am not a computer wizard. I need an easy computer to operate and I want one that parts are available and can be repaired in the store. She sold me a Lenovo Ideapad 100.
I love the computer and have done great work with it, until today. I went to turn my computer on and nothing. No power. No lights, nothing.
And so it begins. With the assistance of a friends wonderful son who knows computers, we went to Best Buy. The first thought was that there was something wrong with the power cord. When we got there this is what happened.
First the guys from the Geek Squad, it was a challenge for him. He looked at my power cord and said sorry we don’t have any of those and then tried to walk away. We suggested to him that he might try a universal cord. That also seemed to be a challenge for him. Next he took out a box of adapters, only to come back with, “Sorry, I don’t have one. Go see the Sales Girl.”
Next we went to see the Sales Girl. Where we went through the same conversation. Now she asks three times did you buy it here. Answer yes. Did you order it on line. No, I bought it here. Again sorry we don’t carry parts for those.
Next we asked, do you have one that is out on display so maybe we could try those cords. Apparently, they don’t have them on display. But they do sell them. And they did have them on display when I bought it only a few months ago. I asked, Could you see if you have one in back and we could try that. Apparently, she can’t do that either, but she could ask me yet again, did you buy it here. Yes again, can you up pull it up on your computer and you will see that I bought it here and that your sales person sold it to me. No, apparently she can’t help me with that either.
Now to Customer Service, if that what you want to call it. Twenty-seven minutes later after standing with said Customer Service Girl who could not find my purchase in her computer, finally found it after asking me yet again, did you buy it here. I had to give her my Visa numbers to check my credit card because she could not find it her computer. When she did finally find it, the sale was found in her computer with my name and phone number on it, just like I gave her in the beginning.
This is an hour and ten minutes in the store and nothing, but sorry.
Now, we still do not know if the problems if the power cord or the computer.
We went to two other stores, Not Best Buys, where the staff tried very hard to find a cord for my computer but did not have one. But they were able to put the plug in to test it on their equipment. No, it is not the cord.
Next was the call to Lenovo, who is now shipping me a box to send them my computer. It will take at least three weeks or more, before I see my computer back. It is under warranty.
That being dealt with, I called Best Buy Customer Service Canada and asked to speak to a Regional Supervisors about my lack of service from the Stoney Creek /Hamilton Mountain Store, where I had to repeatedly tell the Customer Service Girl that I will not spend time going into details with her as I am not going to repeat myself over and over again, I want to speak to a manger. She refused to take my name and number, to pass on. Stating, if I could not give her the details she could not and would not file a complaint for me.
I informed her three times that if she would not do as I asked her to do, I would write a Blog about the terrible service I received from the time I walked into her store to the time I spoke with her.
I did warn her that my blog is seen in fifty counties, is she sure she didn’t want to do just what I asked her to do. Again she refused. I wished her a nice day. And here is the Blog that I promised I would write for people in fifty countries to see.
As for Best buy, first they sold me a product that they have no parts for and can not repair, just the opposite of what I asked for upon purchase. Second, Customer Service is terrible in person and on the phone. Third, I will never purchase anything at Best Buy again.
You see this is how all those big chain stores end up out of business, Customers may not always be right or maybe they are, but you need to actually serve them once you take their money or you don’t make any more money from them. And then nice people loose their jobs. Shitty people also loose their jobs.
Please feel to re-blog this as many times as you would like. Big Chains need to be reminded that customers are their business.