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  • Best Buy is one of the to-go places for my husband. He's passionate about music and crazy about technology :P However, we came here this time because our sub woofer didn't work properly. It created funny sound. (--") I didn't realize it, but he did. This was the fifth time we needed to fix it. We have five years warranty but it wasn't five years yet. It was a very bad design and they didn't produce this model anymore. This time we asked if Best Buy could do something for us that was better than sending it out to get fixed and waiting to get it back in 1-2 months. It's very ridiculous! The supervisor my husband talked to, looked very tired. I can tell this job is hard because they have to deal with different kinds of problem everyday. He was almost about to send our sub woofer back to the factory to have it fixed but my husband asked him "how many times do we have to send it back and if they have another solution such as getting a new one". Here we go! He mentioned about Best Buy's policy that after four times we could get a new one :) Finally! Thanks Carl! Even though you didn't smile at all. I knew that you have to deal with many customers all day. It was tough and exhausting. We were fine with that as long as you could give us the better solution. Next! We looked for a new sub buffer. Susanna was a person who helped us out. She was nice, friendly, helpful and made us feel more comfortable to talk with. My husband said he saw her before. Maybe she has worked here for few years!? She was good at customer service. She needs a promotion. ^o^ It sounds funny when I say that but I mean it! The sub woofer we found was open box so we got 10% off from the original price. Anyway, Susana told us it was 5% in the beginning but the item was dirty. No one cleaned it at all! They just brought it to the shelf without checking or cleaning the item. We don't really understand why Best Buy doesn't take care of their products. They can make it look new. Then they can sell open box items with a higher price that is close to the original price (as a customer, I don't like more expensive but I don't like junk either). Best Buy needs to pay more attention training their staff and give them more incentive in order to urge their staff to generate more sales. We ended up paying the balance between the old and new items. I think it's better than travelling back and forth ten times before the guarantee expired! 3 stars is for rating the store. Anyway, I hope they will improve their customer service to serve us better and faster!
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