Upon one of my recent visits at the Best Buy located at 5133 Richmond Avenue in Houston, TX the store manager was agitated that a customer service representative was holding on the phone for an extended amount of time to see if I could purchase a notebook computer on credit. Even though, there were no other customers in line he instructed the representative to give me the phone and let me hold on instead of her taking the time to assist me. Naturally, as a black woman I questioned his motives. Would he have treated me differently if I were not black? Would he have treated me differently if I were not using credit to purchase my merchandise?
My credit had already been approved I just had not received the card in the mail. Upon approval, the clerk had stated that I could use the credit without the card if I just went into a Best Buy store. I left the store and went home to contact HSBC, who extends the credit for the Best Buy card, on a different line. I learned that they received several complaints that the phone lines were not working properly but was assured the phone lines were now working.
I returned to the store, told the clerk to try calling again and I purchased a computer. Within fourteen days (which is Best Buys policy), I tried to return the computer. The card slot on the computer where I insert the wireless card would no longer lock in my internet card. As soon as I walked up to the counter; before removing my computer; and after I told one of the geek squad representatives that the slot would no longer lock in my card; he immediately stated that I would have to pay the charge because the slot was not covered by the manufacturer warranty.
I was appalled as were the people standing in line behind me. He never examined my computer or looked at my receipt. After insisting that he at least look at my laptop and receipt, he left the counter with the laptop and came back and said the pc card slot was severely damaged. I questioned how a slot can become severely damaged within such a short time period. The laptop I purchased was a sale item and had already had software installed. No where in the store did it indicate the computer was a sale item due to defects. The clerk indicated it was merely an out of date model and new updated models were available.
I immediately wrote the Richmond, Texas store manager. When I did not receive a response, I wrote Best Buys CEO, Brad Anderson. No response has been received. I notified the Better Business Bureau and was told via the Better Business Bureau website the warranty did not cover damaged merchandise.
I did not damage the card slot and have no idea how the card slot could have been damaged unless I was sold a defective laptop. No one at Best Buy is interested in speaking to me, trying to explain how the pc slot could have possibly been damaged. Even if Best Buy would have had enough concern to even forward me the generic message they sent to the Better Business Bureau at least I would have felt they did have some concern.
According to the Better Business Bureau website, in May the Attorney General of Wisconsin filed a lawsuit against Best Buy Company. The lawsuit alleges that Best Buy engaged in a pattern of unfair and deceptive acts and practices including: Representations related to promised rebates, extended service plans, supplement magazine subscriptions, the return and exchange policies and restocking fees, gift cards and "Reward Zone Points". Ohio has also sued Best Buy, Inc. And New Jersey has entered into an out-of-court settlement with the company.
Charlotte
Houston, Texas
U.S.A.
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