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CheapyD & Best Buy's Extended Warranty


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#1 CheapyD

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Posted 05 January 2004 - 02:56 PM

Here is the text of an email I sent to the President of Best Buy regarding an very unpleasant experience I had at a Best Buy store this holiday.

Last weekend, I purchased an eMachines M5312 laptop computer at your store on 86th and Lexington Avenue (Store #835) in New York, NY. Based on the response to this email, it may be my last purchase from a Best Buy store.

While my purchase was being rung up, one of your employees (Brian) tried to “sell” me Best Buy’s 3 year extended warranty for $250. Notice how I have placed the word “sell” in quotations. I think “bully” or “berate” would more accurately describe this ordeal that I went through. When I politely refused the warranty, Brian started verbally assaulting me, literally yelling at me, “You are making a big mistake. I guarantee it will break.” I remained calm and simply replied, “no thanks”. Brian then pointed to a section of returned and open box laptops and said, “your laptop will be here soon.” This continued for several minutes, embarrassing myself and my fiancée who was shopping with me. Let me be perfectly clear, this was not a sales process,this was an employee yelling at a customer because he feared there was no commission to be had. Eventually, Brian gave up and became so upset, he had someone else ring up the sale. He then walked away, shouting across the sales floor, “You’ll be back!” Upon leaving the store, I presented my receipt to the employee at the front door, and even he had to make a comment, “Oh, no extended warranty?”

What is going on at your stores? Why are your employees guaranteeing that our products will break? I realize that extended warranties are a profit center for Best Buy, but no customer deserves to be treated this way. I was so upset, I’m not exactly sure why I still purchased the laptop from your store. I guess I didn’t want to have gone through that whole nightmare with nothing to show for it.

I run a popular (video game) shopping discussion website called CheapAssGamer.com and I will most likely be publishing my experience at Best Buy in the next few days, but first, I wanted to give Best Buy a chance to respond. I am looking forward to hearing from you and would be happy to furnish any additional information.


Here is the response I received a few days later:

Thank you for contacting Mr. Mike Keskey at the Best Buy Corporate office. Your email has been received and forwarded to my desk for response. If you could please email me a number that you can be reached or contact me directly at ***-***-****. I look forward to speaking with you.


Thank you,

**** ******
Best Buy


I spoke to the Best Buy representitve a few days later and she was very apologetic. She basically told me that the salespeople are supposed to merely make the customer aware of the Extended Warranty and thats about it. She also mentioned the salespeople do not receive commission (my guess is they may have a quota or goal, though) on Extended Warranties.

When all was said and done, she told me I will be sent a $50 Best Buy gift card for my troubles and that the corporate office will be contacting my local store. I feel that Best Buy did a good job handling my complaint by dealing with it swiftly and by giving me "compensation" for my experience.


EDIT: I added the comic to this post on June 13th, 2006
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#2 JimmieMac

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Posted 05 January 2004 - 03:03 PM

I find violence works better. You should have busted that cat right in his grill and then made sweet sweet love to your fiancée in front of him. That would have learned him good.

#3 CheapyD

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Posted 05 January 2004 - 03:17 PM

Good suggestion.

I also thought about purchasing the extended warranty and then smacking him over the head with the laptop and then asking, "Is this covered, biatch?"

#4 JimmieMac

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Posted 05 January 2004 - 03:21 PM

That too would have been good and you probably still would have received the 50 bucks because Brain would never admit to getting waffled with a laptop.

#5 punqsux

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Posted 05 January 2004 - 03:52 PM

wow its nice to see something about best buy not suck for once, the best buy i usually go to in pittsburgh never has anyone intelligent enough to comprehend what a gcc is, it always takes 10-15 mins to check out after i re-explain and get rung up about 6 times

#6 DRJ555

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Posted 05 January 2004 - 03:53 PM

I would have asked for a manager right there and read them the riot act. Sounds like a very bad sales person that needs to be canned. I have been offered several extended warrantees and when I say no thanks, that's always been the end of it. The only extended warranty I have ever bought from BB was for my GBA-SP since it was only $10 and I was saving $5 with the GGC I figured what the hell.

#7 punqsux

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Posted 05 January 2004 - 03:58 PM

I also thought about purchasing the extended warranty and then smacking him over the head with the laptop and then asking, "Is this covered, biatch?"


*sigh* such seperates men and legends

#8 Wshakspear

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Posted 05 January 2004 - 04:10 PM

Good suggestion.

I also thought about purchasing the extended warranty and then smacking him over the head with the laptop and then asking, "Is this covered, biatch?"

:shock:

Thanks for the laugh this morning...i needed that.
:D

#9 bluetoast

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Posted 05 January 2004 - 04:25 PM

Good suggestion.

I also thought about purchasing the extended warranty and then smacking him over the head with the laptop and then asking, "Is this covered, biatch?"


LOL!

#10 WhipSmartBanky

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Posted 05 January 2004 - 04:29 PM

Good suggestion.

I also thought about purchasing the extended warranty and then smacking him over the head with the laptop and then asking, "Is this covered, biatch?"


...

BWAAAAAAHAHAHAHA...a man after my own heart. Although, I probably would've added, "PWNED!" afterward.

Now that, my friend, is a shared moment.

about.me/wsb


#11 E-Z-B

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Posted 05 January 2004 - 04:34 PM

wow its nice to see something about best buy not suck for once, the best buy i usually go to in pittsburgh never has anyone intelligent enough to comprehend what a gcc is, it always takes 10-15 mins to check out after i re-explain and get rung up about 6 times


I hear ya, punqsux. Everytime I try it, I'm subjected to the same Best Buy incompetence that most people suffer. However, they usually only have to rering it 4 times for me after typing in some stupid code 20 times until they realize that it doesn't work, then try something else.

I wonder if Best Buy gets a tax write-off for hiring dumbasses that meet some low IQ test score? Anyone have to take an IQ test to work at Best Buy?

#12 jmcc

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Posted 05 January 2004 - 05:04 PM

It's not just you, CheapyD. Best Buy employees (at the store nearest me anyway) are some of the most duplicitous salespeople I've ever seen. Some fun facts I've gleaned from them:

1. To a woman shopping with her younger son: A Direct X upgrade message requires a new video card to fix.
2. To an elderly couple: A warranty is really a given on a dvd player, because the new lasers they're using to read dvds are so hot they were known to melt discs inside of them.
3. My personal experience: when I went to buy an Xbox they tried to sell me a memory card back in the games area, then that salesman followed me to the register up front and then called the manager over at which point 3 people were trying to badger me into getting a memory card. I explained to them "no, I know it has a hard drive and a memory card is useless" to which the manager told me (paraphrasing a little here) "you know that Microsoft is going to start online games soon, right? Well, when you install that software it defrags your hard drive and you lose your saves. The only way around it is to either get a memory card or send your console to Microsoft so they can defrag it for you. It will cost 120 dollars plus shipping both ways." My friend and I were wide-eyed and mouths gaping at this point. I refused again and the manager gave me a sigh and head shake then walked away, like I was making a huge mistake. Needless to say, I called the corporate office like CheapyD did and they send me a gift card for 50 dollars also, so I'm guessing it's enough of a wide spread phenomenon that they have a standard drill for dealing with it.

Anyway, the next big purchase I go in for there I'm thinking of having some fun. "Sure, I'll get the warranty...if you can tell me why I need one without using the letter 'e'."
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#13 minx

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Posted 05 January 2004 - 05:05 PM

actually, in my experience with bestbuy, their products ARE guaranteed to break.

With the exception of a microwave, it hasn't failed me yet-- everything breaks

To make matters worse, they're not real good about keeping the receipts on file like they claim they are when you do by the extended warranty

I got shafted on my PS/2 extended warranty, because they refused to honor it as their computer lost the record and I didn't have the receipt -- despite having the exact date of purchase, approximate time, and even the offer to contact my bank for their records of the purchase. Fortunately, Sony fixed my PS/2 for free , but had a broken slightly earlier the wouldn't have as this was in the beginning of their"free repair" program and you really had to negotiate hard to get it.

Now remember that PS/2 extended warranty bestbuy said didn't exist, because it's important

From the same store, I bought in xbox on launch day -- with the extended warranty.

when it broke down, they were able to locate its warranty with great difficulty -- but at least they were able to do so, and momentarily restored myfaith

when the voucher arrived for a new system, it was stamped "PS/2 extended warranty replacement"

In other words, it was never really lost at all, although it kind of makes me wonder what happened to my xbox warranty ;-)
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#14 Theenternal

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Posted 05 January 2004 - 09:59 PM

CheapyD Best buy employees do get commission a few of my friends have worked for them, unless they just changed their policy. Also with all the walmart scaming going on... Im not saying its the right thing to do, but I sure wish I could rip off best buy a few times, I hate that place.
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#15 ryan838

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Posted 05 January 2004 - 10:12 PM

I work at best buy. Nobody gets paid on commission. The regular employees dont get shit for selling replacement plans or services. Managers however do get bonuses for good numbers in their departments. So us salespeople are constantly being told by the higher ups that we need to sell that crap even though we don't get anything for it. At the store I work at the people in media have to keep scorecards. So if I make a sale of $150 or more I get 1pt. If I sell cd storage I get 2 pts. If I sell a service I can get anywhere from 5-10pts depending on the service. What do these points mean you might ask. They tell us the person with the most pts gets our name on some trophy and we get a couple free dvds. However, thats bullshit. Its been 3 months and no trophy. Also because I think its bullshit to try and push services onto people when they aren't interested I don't get many hours. The people that score the highest get more hours. They are also using the scorecards to determine who gets to keep their jobs once the season is up. The supervisors also do customer service evaluations on us. The last one I had done to me I got a poor score because I didn't ask the guy what type of internet he had so I could sell him gamefly even though he said he was just looking around and didn't want any help.

"I wonder if Best Buy gets a tax write-off for hiring dumbasses that meet some low IQ test score? Anyone have to take an IQ test to work at Best Buy? "
While the majority of the people there are stupid not all of us are. I am only working there to help pay for college.

#16 CaseyRyback

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Posted 05 January 2004 - 10:15 PM

yea everything I buy from there gets a warranty after my DVD player (200 bucks) broke with not only one type, but I even switched to a diffrent brand and it broke

#17 pfunkpearl

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Posted 05 January 2004 - 10:18 PM

I used to work there, we never recieved any commision. This was back in 95-96. however they leaned on the employees about selling them and gave "prizes" sometimes for selling the most usually it was praise and a cd. They also determined the employees being employeed as well. non performers were let go regularly. plus the store meeting were also nothing more but a management bulying the employees into selling the damn things.
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#18 bluetoast

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Posted 05 January 2004 - 10:22 PM

Hehe ryan, so next time I'm at Best Buy and someone asks me for a rebate, can I say (no offence intended to you, but to other Best Buy employees yes)

"How many points is that? 2? Got the trophy yet?"

and will they get mad or embarrased at that?

#19 ryan838

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Posted 05 January 2004 - 10:22 PM

"I used to work there, we never recieved any commision. This was back in 95-96. however they leaned on the employees about selling them and gave "prizes" sometimes for selling the most usually it was praise and a cd. They also determined the employees being employeed as well. non performers were let go regularly. plus the store meeting were also nothing more but a management bulying the employees into selling the damn things. "

I work there now and its great to know nothings changed.

#20 nba4life2k

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Posted 06 January 2004 - 01:04 AM

I currently work for bestbuy. we do not get anything for selling warranties. we do get praise from our supervisors though.
Xbox rules

#21 Jalu

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Posted 06 January 2004 - 01:22 AM

i bought my ps2 at best buy a year ago last june, and the woman who tried to sell me the extended warantee explained that I would get credit from it to put towards the PS3, which would come out September 2002.

I really hope her day job isnt working at Sony.

#22 XxFuRy2Xx

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Posted 06 January 2004 - 01:22 AM

Good suggestion.

I also thought about purchasing the extended warranty and then smacking him over the head with the laptop and then asking, "Is this covered, biatch?"

Well be ready next time you go to best buy and bring a camera along. This would certainly qualify as a kodak moment.

#23 YoshiFan1

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Posted 06 January 2004 - 01:29 AM

Sounds like you had better luck with writing a letter to Best Buy than I did.

Last year when Best Buy had those Nintendo coupon booklets out and 1 coupon said "$5.00 of any Interact video game accessory" with a picture of a GCN to GBA link cable on the coupon.

I picked up a $2.99 Interact GBA case, and handed the cashier the coupon, she said it only applies to certain accessories. I asked to see the manager and he said I couldn't use it on that item. I wrote a complaint letter typing word for word that the coupon had no restrictions and it said ANY Interact accessory.

What was Best Buy's answer? That sometimes manufacturer's coupons only apply to certain items and if the manager said the coupon was not valid on that item, that was the end of it.

It was a Best Buy coupon, not a manufacturer's coupon and they ignored how I pointed out there were no restrictions on what the coupon could be used for other than it had to be an Interact accessory.

I didn't feel like writing back over a $3 item but it was the principle of it that got me very annoyed. I am guessing the manager and cashier didn't want me to get a free item even though I was entitled to with the coupon.

#24 hardwo0d

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Posted 06 January 2004 - 01:35 AM

Cheapy, I woked at Best Buyt for over 2 1/2 years and let me tell you this guy was probably a supervisor or senior in that department. We did not receive any commision, the pay there is straight hourly, but the constant harassmant by managers is what caused this. Most of the employees there do not even believe in the "PSP" or extended warranty. In my personal experience leave or quit Best Buy, because they could not take any more of the harassment. from the managers if they did not sell enough of these. I left that place over a year ago once I graduated from college and to this day I still dont walk in there; I go to CC. Here are a few tips for avoiding these Best Buy tirades.


1. Buy it online and have it shipped to you.

2. Go when it is busy, throughout the sales process tell him that you do want it. When you get to the register tell the register person that you dont want it anymore.

3. Tell them that you are a specialist in whatever youre buying. Tell them that you repair them for a liiving and that you are actually contracted by that company to do in home repair

4. NEVER, tell them you dont want it before they actually go and "look" for the product , becuase when they come back they will say "we dont have it"

#25 ps2jin

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Posted 06 January 2004 - 01:41 AM

haha....what i trip.....you deserve more than $50 for that story cheapy
Don't blame me.....blame the system

#26 WAJedi

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Posted 06 January 2004 - 03:39 AM

When I bought my $70.00 car CD player they told me to give this to the cashier when I checked out. I didnt look at it and I thought it was just like the rebate information. I get up there and check out and my total was like 170.00. I asked where that extra 100.00 was from and they said it was the warranty. I then proceeded to ask them why I would want a 100.00 warranty on a 70.00 CD player. He just kind of stared at me and took the warranty off.
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#27 EasyEducator

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Posted 06 January 2004 - 04:04 AM

As a current BB employee (I teach fulltime and work at BB for the discount) I can echo the fact that we do not work on commishion but we are "encouraged" to set our customers up with PSP and PRP's when possible. We, of course, receive no recompense for this. In your situation, Cheapy, the salesperson was totally out of line, however, as a computers associate I can say that the only time I really preach the benefits of service is on a laptop. This is based primarialy on the fact that your batteries stand a good chance of decreased performance over the three years, if not outright failure and BB will replace them for you ($180-300 value). Your salesperson should have made the benefits clear to you and allowed you to make your own choice, bullying never helps anyone and it's just plain bad business. By the way, fantastic site! I've thoroughly enjoyed my short time here.

#28 bmulligan

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Posted 06 January 2004 - 04:06 AM

here's my $.02 on Best Buy and their Warranty's:

I bought a TV on november 18th and paid with my Best Buy card. I also purchased the extended in-home warranty for $249.00. They did not have my TV in stock and it was to arrive on December 22. When I picked it up I inquired about the warranty beginning on 11-18, the date of purchase. (I had plenty of time to re-read my reciept while waiting in the customer service line) I asked them to change the warranty to begin on Dec. 22, (the day I picked it up) and they refused. They said the day of purchase starts the warranty, not the ship date.

My explanation to the manager was that even though I paid for the TV on 11-18, the transaction was not complete until they delivered the goods. Legally, they can't offer a warranty on merchandise they haven't provided. This all fell on deaf ears and the manager offered to return the TV if I didn't like their policy.

Sorry this is so long winded, but the point is this: What if they backordered my TV for another 2 or 3 months? I'm paying on a credit card for a TV I don't have, and using warranty on an item that's never been delivered to me. If anything goes wrong with this TV they will be getting multiple service calls from me, and perhaps even a replacement TV under their "lemon" policy.

Has anyone else ever had to deal with Best Buy warranty service? Now I'm afraid, very afraid.

#29 guessed

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Posted 06 January 2004 - 04:24 AM

here's my $.02 on Best Buy and their Warranty's:

I bought a TV on november 18th and paid with my Best Buy card. I also purchased the extended in-home warranty for $249.00. They did not have my TV in stock and it was to arrive on December 22. When I picked it up I inquired about the warranty beginning on 11-18, the date of purchase. (I had plenty of time to re-read my reciept while waiting in the customer service line) I asked them to change the warranty to begin on Dec. 22, (the day I picked it up) and they refused. They said the day of purchase starts the warranty, not the ship date.

My explanation to the manager was that even though I paid for the TV on 11-18, the transaction was not complete until they delivered the goods. Legally, they can't offer a warranty on merchandise they haven't provided. This all fell on deaf ears and the manager offered to return the TV if I didn't like their policy.

Sorry this is so long winded, but the point is this: What if they backordered my TV for another 2 or 3 months? I'm paying on a credit card for a TV I don't have, and using warranty on an item that's never been delivered to me. If anything goes wrong with this TV they will be getting multiple service calls from me, and perhaps even a replacement TV under their "lemon" policy.

Has anyone else ever had to deal with Best Buy warranty service? Now I'm afraid, very afraid.


The manager was bluffing. If I were you, I would call them up now and get them to change the date. If they refuse, tell them they can pick it up and give you a full refund. "Why would I get a warranty for an item I do not yet own?"

#30 pukemon

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Posted 06 January 2004 - 04:26 AM

i'm starting to get ticked off at the incompetence of bb employees myself. and the 2 cc's near me are a catastrophe. pretty soon i'm going to have to find a new place to shop.
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