Geek Squad - Best Buy

Description of Work: A very good elderly friend went to Best Buy to purchase a laptop for her grand kids for Christmas. She asked my advice on what to get...I advised her (since I build, repair, set up, etc... computers). I told my friend to call me and I'll go with her and help her with what to purchase... $900 later, she came home and called me to set up her laptop which I did. I was surprised and appalled at what she came home with: a cheap quality laptop, an anti-virus program a cheap HP printer and a MODEM! I asked her why she came home with the modem and they told her she "needed" it in order to connect to the Internet (she did tell the young salesman that she was getting Optimum online installed in a few days - as I had advised her). I took her and all the stuff back to Best Buy. They said there was nothing they could do... it was a "package" deal where she had to "buy all the other stuff in order to get the laptop for "$399." I was furious! I asked for a manager... got an assistant manager who was very obnoxious - totally lacking professionalism, empathy, concern and didn't want to discuss the problem of this purchase any further and said I can call 1-800-BESTBUY. I did just that via my cell as soon as I/we walked out the door with my friend and her purchases. I spent approximately half an hour on my cell (my minutes/expense) and with my 2nd call to 1-800-BESTBUY, I got a compassionate representative who told me I need to speak with the Regional Manager. I called the Riverhead Best Buy and asked who and when the regional manager would be in this store and got that info. I (alone this time) went to the store at the time he was scheduled to be at the store and asked to speak with him. He was there and busy, but I got to speak with him for a minute or two and asked him when I could talk to him about this whole issue. He read the three pages I typed up with the history of this purchase/"help" and was not happy about what was going on so he asked if I could bring my friend and her purchases back the following evening at approximately 6 p.m. I did... and two hours later, I got my friend $200 cash refunded and had a lot of difficulty with the modem/phone contract since it was not two days after cancellation. The woman who was in the phone department tried calling Sprint but no success. So, several weeks later, my friend went back to Best Buy and was able to cancel the contract after paying a fee!! So, that $200 I got back, she had to fork that over in addition to another $100! I told the regional manager that sales people need to be more knowledgeable about what they are selling and ask the obvious question to potential purchasers: "what do you want to do with your new computer and what do you NEED to do with this computer?" And I mentioned that salespeople should NOT be pushing sales... but gear sales to the specific person/need AND make sure the customer is FULLY informed about their purchase(s) and not expect them to "read" the contract that they get printed out in extremely tiny print or that's on the small machine that you sign (like for a credit card purchase) - where that too, is nearly impossible. The Regional Manager agreed with me with everything but not so much about the contract thing where he felt that reading the contract is entirely up to the customer. I explained again, elderly folks can't see that and normal-sighted people have a lot of difficulty with reading it as well.... He finally agreed to that somewhat...

Description of Work: I went there to look at new computers and I bought a new HP laptop.