The problem didn't really blow up until I picked up the laptop the final time. My mother was visiting for my son's birthday, so we went together. We were talking about why I needed to pick up the laptop when I pretty much just bought one of the most expensive laptops in the store. My mom asked me why I didn't want them to send me something I can't remember in the mail... why would you come just to pick xyz up? My answer was that I didn't trust Best Buy to do anything. I'm not sure if someone heard me, but I didn't care at that point. Again, I sat at the service desk and was ignored until Mike showed up. Evidently he knows my face and voice because he met me with a much less than pleasant face and proceeded to behave as if he hated his job... nothing said customer service or how can I help you about his demeanor at all.
My mom and I continued to laugh and talk about the afternoon to come. He told me to sign something and walked away. I sat it back on the counter when I was done and kept talking to my mom like nothing happened. I really was trying not to have a bad day. The rest of my transaction pretty much went the same way. When we were done, he said have a nice day as he walked away with that same attitude. I was saying it back, but he had already turned his back, so I proceeded on with my mom as she commented about what an impression I must have made because he was acting so stank.
I put my computer bag on my shoulder and headed for the door, I felt someone staring at me and looked toward the cashier by the Geek Squad, it was Mike glaring and staring me down while he was supposedly helping some guy. I stopped and asked if there was a problem. He just kept staring at me. I looked behind me and then back at him and repeated myself but asked if he had a problem with me. He shook head yes but didn't speak a word. The guy he was checking in or out was engaged in some conversation and didn't seem to notice. I said well then spit it out. My mom said leave it alone, but I said out loud no... I had a problem with the product which was a Toshiba issue but this was personal and if he was mad at me because I was upset about buying a faulty product and then being treated like dirt we needed to resolve it personally. He then lowered his eyes, but then I was in the midst of having a bad day and my mom tugged my arm to leave.
As I was leaving the store, the FIRST friendly voice in the store said did you find everything you needed. I usually try to say something nice, but I ended up blurting out that all I found was horrible service and that their employees might need to take a refresher course in customer service or find another job all together if they can't separate personal from business issues. Then, I shared what happened and wrote the guys name down which was supposedly handled.
I later complained through the BBB and got a response from corporate. They said they would at least give me a new license to replace the license that was lost by having to replace the first laptop leaving me with two of the three I initially purchased but not replace my laptop with a different brand of equal value. The catch was that I had to get it though the store's general manager. Each time I called, she was not available... at lunch, not in the store.. whatever. I didn't want to go back to the store unless I was to pick up my merchandise because I have sworn off Best Buy. She never returned a call, reached back out to me, or answered when I called. So, as I was just becoming a Best Buy customer and talked my mom into buying her first big screen tv from there... we have made sure to tell our family and friends not to support the chain anymore. She was on her way to replace several appliances and decided to take her business to Sears instead. One of my neighbors did not heed my warning but also finally also sworn off Best Buy because of a faulty product as well even though she just went to the store in Hiram as a way of avoiding my issue.
I have seen deals that look great since, but as soon as I see Best Buy associated with it I turn the page. I won't even take my electronics there to recycle and get a gift card... although I tell people all the time to support local business... just not them because I will not support a business who will not care about its customers.