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| Home > Buyer Beware > Best Buy Fiasco > Page 1 UPDATE: Apparently the people of Ohio have had their fair share of Best Buy fiascos. The attourney general just filed a lawsuit against the consumer electronics giant. Read about it here. Allow me to tell you about an experience I had at Best Buy recently. First, a little background info. A large group of friends and family all pitched in to buy my wife and I a 52" widescreen HDTV at Best Buy. I know, we have some great friends and family. A few days before it was to be delivered to our apartment, we went to our local Best Buy to look at our new TV and maybe consider some alternatives because I had read about some quality issues on the model that was given to us. After giving it some careful thought, we decided to go with a Sony model that, although smaller, would better fit in our one bedroom apartment. This is when the fun began. First, I pricematched the Sony TV with Circuit City who had it for $50 cheaper. Yes, I did my homework before I went to the store. It took a while for them to look it up online, but they eventually gave me the price. We were told it would be no problem to just "return" the TV (even though we hadn't actually received it yet), exchange it for the Sony, and still keep our original delivery time. You just knew this was too much for them to handle. The young lady at
customer service that was assigned to handle this whopper of a transaction
had that look like she was just told two seconds ago that she had been
promoted to store manager after working there 10 minutes. Obviously at
this point I was so confident that this would go smoothly. Everything that she was trying wasn't working even with the help of one of her esteemed colleagues. No big deal, we had to find a stand to put the TV on anyway. We didn't like the stand that was made for the TV because it had about one cubic foot of storage space for our components. Not Best Buy's fault, but it added to my frustration. We chose another stand and returned to customer service to see how their progress was coming. Our frazzled customer service associate had enlisted the help of another person who apparently was a manager, although you'd never know it. They were on the phone calling who-knows-who and randomly punching keys on the register. I thought our customer service associate was going to cry. I'm not kidding. This whole thing almost would have been funny if not for the fact that we had been there for over two hours already. After the customer service all-star team had supposedly gotten eveything figured out, (their computer wouldn't let them do an exchange and maintain our delivery time, imagine that from a high-tech company. They probably could have gone to the back of the store and told the delivery guys to deliver this TV instead of that one, but now I really digress) my transaction was passed to yet another person to add on the TV stand. What do you know? When she tried to ring it up, it wasn't working for her either. The cause of this problem was that one of my best men had paid for the TV and now she didn't know how to do the exchange and then add the stand. Cue the return of the clueless manager!
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