To: +Steve Sucheck
From: +Bruce Stenberg II
Monday, Oct 27 1997 3:24PM EST
Reply #331 of 331
Bruce G. Stenberg II
polobruce@earthlink.net
October 27th , 1997
Best Buy Company
Fax 612-947-2971
To whom it may concern,
I have just had the worst experience in my whole entire life. It all starting two weeks
ago when I went to a Best Buy store in Mays Landing, New Jersey to look for a
notebook computer. I went to the store and looked at the notebooks, asking some
questions about one to a salesperson. After about a half an hour I had decided to
purchase a notebook. It was a CTX Notebook that sold for $1199.00. I had asked
the salesperson if he could get me one (since notebooks are not one of the items that
are stocked on the shelves). After waiting about 10 minutes the salesperson can back
stating that they did not have any in stock. He gave me the store number and stated to
try back on Monday (10/13/97). So I called the Mays Landing store on Monday
evening hoping that they would have gotten that notebook computer in stock. After
speaking to another salesperson that evening they he stated that the CTX notebook
was discontinued and that they will not be getting any more back in stock. I had asked
if any of there other Best Buy stores that carried this computer, and the salesperson
had stated that they are all sold out. So, I gave up for the week.
Then this past weekend I had decided well, if I can't get the CTX I will buy the
Compaq Persario 1210 notebook. So on Saturday (10/25/97) in the afternoon I had
went to your Mays Landing store again to talk with a salesperson about the other
notebooks that were for sale. The salesperson had told me that the Compaq 1210 was
in stock. So, I told the salesperson that I was going to have my friend comeback with
me tonight to jointly fill out the Best Buy Credit Application, so that I will be able to
talk advantage of there credit terms. That evening I had went back and filled out the
credit card application with my friend. After waiting ten minutes we were approved for
$3,600.00 in credit. I went over to one of the computer salespeople and had stated
that I would like to purchase the Compaq Persario 1210. After waiting ten minutes he
had came back to inform me that the Compaq 1210 was out of stock, and has been
for awhile. Getting very upset due to the fact that their were 4 - 5 other notebooks that
were on display that I had found out were also discontinued computers that Best Buy
was not going to carry, and did not have in stock. So, I left Best Buy getting very upset
that they had told me one thing, yet to find out it was a lie.
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After thinking it over that night and deciding that I really do need to get a notebook
computer, I had decided that maybe it was just my local Best Buy store that did not
know what the heck was going on. I thought that if I dealt with another Best Buy things
would get better. So on Sunday (10/26/97) I decided to call the Best Buy Deptford
Store. I had called at 10:50 am spoke with a customer service rep. to transfer me to
the computer dept. After waiting five minutes on hold the customer service rep. stated
that the store was not open and to call back in 5 minutes. After waiting 5 minutes I had
called back to Deptford Store and spoke to the same customer service rep. who tried
to transfer me to the computer department again. After waiting 10 minutes she had
informed me that the computer dept. was packed with people and that no one was
able to handle my call. I had stated "I had just called and they told me to call back,
now your telling me they are unavailable." So I asked to speak to the manager Rick,
who had stated that the computer dept. was busy and that I need to call back later. I
had told him how I had been jerked around with another Best Buy, and he really didn't
care and told me to call customer relations, then hungup.
After no-help from Deptford store I called the Wilmington Delaware store to find out if
they had the Compaq Persario 1210. The person I spoke to in the computer dept
informed me that they had 2 computers in stock, and assured me that they would hold
one for me. I traveled 2 hours in the pouring rain to Delaware to get this computer.
After called about 7 times and speaking to the computer Dept. to get directions as I
am traveling in my car, I finally get to the store. I wait 45 minutes for someone to help
me, only to tell me that they do not have any in stock. I said Furiously "I WANT TO
SPEAK TO THE MANAGER!" The manager walks out of the office (Mr. O'Shea)
and says "What seems to be the problem." I stated that "you better take me into your
office because I am about to blowup." Mr O'Shea stated "the only thing I am going to
do is through you out of the store." I continued to tell him how I drove two hours to get
this computer now your telling you do not have one. I AM UPSET!!!!!!!!! He did not
try to assist me at all, just gave me the customer relations telephone number and his
name.
Crying in my car I drive back to the Mays Landing Best Buy, just to buy any notebook
I could. I decided to get the Fujitsu 500 series which was $2499.00 five hundred more
than the Compaq, and even 1300 more than the CTX which is what I originally
wanted. As the salesperson was ringing me up I had noticed that the seal looked
broken, but the salesperson assured me that it had not been opened. So I purchased
the notebook and went home. After opening the box I noticed that in fact the notebook
had been opened and that the salesperson had lied to me. I didn't really care at this
point, I just did not want to have to deal with Best Buy. So as I set up the computer
and started using the software I notice that the period key was not functioning
properly. I had called the technical support number provided and found out the the
notebook was already sold before and had been reported with that same problem.
They had stated to return the notebook to the place of purchase.
It is now Monday (10/27/97) I just got off the phone with Customer Relations. I spoke
with a women named Tracey who had stated she was a manager. I told her the story, I
don't think she cared. She had offered to send me a gift certificate, but I said that
everything that I have gone
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through can not be just whipped off my mind with a gift certificate for any dollar
amount. I feel that Best Buy Bait and switched me when they are displaying computers
that they are no longer even selling, nor are they selling the floor models. I feel that Best
Buy does not care about the customer at all. I am so disgusted with the service I
receive. I thought that if I called the customer relations dept. things might get better, but
they didn't. I think its Best Buy's sales mentality to forget customer service, just push
those sales through the counter. I think they forgot that retailing is a service business,
and if you don't provide customer service sooner hopefully than later your sales with
decrease until you have to file bankruptcy.
It's kind of ironic, but I looked up Best Buys web site and in the Customer Service link
they stated
"With more than 274 stores in 32 states and over $7 Billion in sales last
year, we're the #1 electronics and appliance specialty retailer in the
country. How'd we get to the top? We created a hassle-free store with
most of our products out on the shelf, not in some back room. That way
you can find what you want, grab it and go. We replaced pushy
salespeople with friendly, knowledgeable Product Specialists. We made
shopping for our products fun. And most of all, we made it easy to get a
great price on electronics, appliances, computers and music!"
Now that is pure lies, I did not have a hassle-free experience and the salespeople that I
dealt with were all but knowledgeable.
I am sorry if there is any spelling or grammar errors in this letter, but my blood pressure
can not handle proofreading this.
VERY UPSET,
Bruce G. Stenberg II |
