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| - ZERO STARS!!! I wish I could give a lower rating than one star. Seriously had such a terrible experience here with the Geek Squad (I can't speak towards the other staff, they might be great, I don't know.) But here's my story:
My mom purchased a tablet for me as a graduation gift. Along with the tablet she purchased Microsoft Office Home and Student 2016 software. This is the type of office software that you purchase once and never have to pay for again (rather than the "subscription" which you have to pay for again and again every year). She purchased all of this online and had it shipped to her house. The Office software never came in the package. We thought maybe it was already installed on my tablet but that wasn't the case. So we scheduled an appointment and brought it in to the Geek Squad for help. We brought the box that everything shipped in, along with the shipping summary. We had all of the emails confirming our purchase and tracking info for the package and EVERYTHING. It said very clearly in the email that the Office software shipped along with my tablet and should have been in the box. The guy that helped us at the Geek Squad desk clearly did not speak English as his first language. He could communicate alright but it seemed like there was a bit of a language barrier and he had some difficulty telling us what he was trying to say. First, he asked us if the software was in the box along with the tablet. It should have been a small card with a product key/activation code that you scratch off on the back. Obviously it wasn't in the box or we wouldn't be there in the first place. Then, he told us that we should have received an email that contained the activation code. We showed him ALL the emails that we had received from Best Buy. They were only order confirmations and shipping confirmations. Then, he basically told us that he couldn't help us and that we had to call the customer service number and they would help us. The card that we needed to receive our software was literally right behind him. All we needed was a new card with an activation code, which we NEVER received. We asked him why he couldn't just help us and give us a new one right now. He said that the store doesn't deal with online orders. They only deal with in-store purchases and that he couldn't help us. He told us that if we called customer service, they would just take us for our word that we never received it and they would give us a new product key over the phone. He said that the whole process would take over an hour and that he didn't have time to deal with us.
So then I called the Best Buy customer service number. I was only on hold for a little while and then was able to speak with someone. I explained the situation and she said that they would need to create a case number for this situation and "conduct and investigation" to figure out why the software was missing from the package. She said after they investigated, they might be able to mail us a new software card, depending on the result of the investigation. I told her about my experience in the store and she was shocked. I told her that he said that we would be able to get a product key over the phone and she said there's no way that's how it works. She said she was really sorry that we had such a bad experience in the store and that she had no idea why he would say something like that to us.
Basically, he straight up LIED to us and told us he couldn't help us because he didn't want to deal with us. He lied when he said they would just give us a new product key over the phone. He also lied when he said it would take an hour. The phone conversation with the customer service lady only took a couple minutes for her to get our information and create the case for us. In the end, they mailed us a new card for the software and CHARGED US FOR THE SHIPPING.
The whole thing was extremely frustrating and I will NEVER spend another penny at Best Buy. Some serious changes need to happen to the Geek Squad. Not only have they hired people who literally can not communicate in English but he straight up lied to us to get us out of their hair. One of the WORST customer service experiences I've ever had.
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