- Report: #573152
Complaint Review: TCA FULFILLMENT SERVICES Kingston Best Buy - Tysons COrner Virginia
Reported By:
Michael -
Vienna, Virginia, United States of America
Submitted:
Updated:
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Author Not Confirmed
Why?
TCA FULFILLMENT SERVICES Kingston Best Buy
Tysons COrner, Virginia, United States of America
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TCA FULFILLMENT SERVICES, Kingston, Best Buy Best Buy in Tysons Corner Rip off Laptop Waranty + Direspectful Manager Tysons COrner, Virginia
I had a hardware failuer issue with my 6 months-old Tohsiba Satellite. Best Buy refused to honor the waranty without down-payment of $85. Additionally, they require 3 weeks for the repair. That means I must stay without my laptop that I use for business for 3 weeks. They refused to give me a loaner. They asked me to buy a new one instead during the 3 weeks! I informed the manager on site that I was not informed of any of these policies during the purchase. I did not receive anything indicating such policies. There are no written store or company policies indicating so. The manager was very very nasty and disrespectful. In short his respone was if you don't like leave and go talk to Toshiba. The other manager in the store refused to talk to me. I indicated that Best Buy failed to disclose this information at the time of purchase. I heard a slew of nasty comments from the manager, and asked me to do what I can to complain, but they are not waiving charges or fixing my computer in less that 3 weeks and there is loaner.
4 Updates & Rebuttals
Michael
United States of AmericaIdentifying the Best Buy Manager-on-Duty
#2Author of original report
Thu, March 04, 2010
James,
I do not want to give inaccurate information regarding the name of the manager.
However, I can tell you the day and time and general description and you may want to check the schedule for who was the manager on duty.
I came on Saturday 02/20/2010 around 4 PM. The manager on duty was a young white man, I beleive with green or blue eyes, and wearing earings if I remeber correctly. Exteremely rude with an intimidating attitude. My wife and kids were standing behind me and were surprised how could a person with such attitude manage a large store such as Best Buy at a very busy and high profile area such as Tysons Corner. This is the best advertisement that Best Buy provides to its competitors!
I already got my computer fixed under warranty thorugh another vendor. I decided to use another vendor because it was useless and very unfreindly to do business with Best Buy.
Neither I, nor my family will ever step a foot again in Best Buy. I have been sharing this experience with a large number of with co-workers, firends, and neighbors.
Thanks
anonymousviewer
United States of Americawhat's going on?
#3UPDATE Employee
Thu, March 04, 2010
hi
sorry to hear you're having such a bad time with this. please if you could just explain a little more in depth i'll try to help you figure this out. I actually work at the best buy you're talking about. First I have to ask did you actually but the extended warranty(Geek Squad Black Tie)? Because when you purchased the laptop 6 months ago the person ringing you out should have offered it to you right then and there. Also if you could tell me which manager gave you a hard time? ron?, stephen? ray? I'll be sure to have HR look into it because actually Ron is known to have a very bad temper with general people.
But please dont take this experience to heart, we don't want to lose a single customer and I assure you there ARE good people in the store who WONT try to rip you off or anything like that. I can't really do anything except recommend some possiblities that you can take, but if you tell me what's wrong with the computer I'm sure I can help you fix it.
-James
Best Buy 397- Tysons Corner
Michael
United States of AmericaYes You are Rude (Best Buy)
#4Author of original report
Tue, March 02, 2010
Yes you are rude, and this is no surprise as I deal with Best Buy it seems that this is the rule and not the exception.
First of all you were not there to know how I talked to the manager. Yes he was rude for no good reason. He was arguing and not discussing the issue or try to clarify the company policy. So instead of telling that I was screaming you should go and check your managers selection process and focus on customer serivice instead of arguing with the customer.
Secondly, I bought the merchandise from Best Buy and not Toshiba. Best Buy is not obligated to fix the d**n thing but they should clarify in writing what the return polciy is. The big blue signs you are talking about say ask manager for details regarding the waranty policy. So go check your vision if you did not see that.
As a consumer I should be informed at the time of purchase that if I return the laptop to claim waranty that I will incur charges $85 and be remimbursed this money back when the Geeks decide that it is under waranty. So as a customer I am guilty until provde inicient. What a logic and customer service attitude.
You in Best Buy and your response is a best example, are trying hard not work out issues and address concerns with customers but prove them wrong and squeeze every dollar out of their pocket. You deserve not to be in Business and set a bad example for honesty and customer service.
You stink.
Drawtaru
Johnson City,Tennessee,
U.S.A.
Toshiba laptop, not Best Buy laptop
#5UPDATE Employee
Tue, March 02, 2010
I have to disagree with this claim. And here's why.
You purchased a Toshiba laptop. You did not (I assume) purchase a Geek Squad Black Tie protection plan on it. Therefore, you had a 14-day period (which is clearly stated on your receipt in like 3 different places, on the front and on the back) during which you could have brought it back to the store, or added the protection plan. Once you are past that 14 days, you are entirely at the mercy of the manufacturer. Best Buy did not manufacture the laptop, therefore Best Buy has 0% requirement to honor the manufacturer's warranty.
There are written store and company policies all over the place, 3 times on your receipt, and on GIANT blue posters that take up an entire wall in every single store on the planet. The manager may have been disrespectful, but did you first treat him/her disrespectfully? There was honestly nothing more the manager could have done for you. You most likely ranted and raged and said things like "This is ridiculous, I bought this here, you have to fix it here," etc, and how did you expect the manager to respond? The manager did not build the laptop, we only sold it, and again unless you have the protection plan, there is literally nothing we can do past the 14 days, without charging you service fees. Do you really expect us to fix things for free?
Best Buy does not keep loaner computers on-hand. We don't have the space, and we don't have the resources to keep track of everyone who would have one. If we did a loaner computer for you, we would have to do one for everyone, and that just isn't economical. He/she was entirely justified in recommending that you purchase another computer and simply return it when your computer came back from service.
I think that if you have a problem with your laptop, and you don't have a protection plan through the store, you should get in touch with Toshiba. Honestly that is the answer you will get from anyone you talk to.
I'm really not trying to sound rude, there was just nothing else the manager could have done, despite your demands.
