Last Wednesday (5/2/06), I went to Best Buy to purchase a memory upgrade for my notebook computer. At this particular store location, they keep the RAM behind the counter in Geek Squad / Customer Service area, so I told a salesperson precisely what kind of RAM I needed, and he selected the product and rung up the sale. He initially sold me desktop RAM by mistake, but luckily I noticed his mistake shortly after leaving the store, and I returned to exchange it for notebook RAM. That part may be somewhat irrelevant, but I've included it for the sake of complete accuracy. Anyway, I ended up leaving Best Buy having purchased two KByte brand 512MB SoDIMM modules (apparently the last two in stock).
When I got home, upon opening the packages to install the RAM, I noticed that both memory modules were in fact the wrong product: they were clearly marked as 256MB, and moreover, they were Samsung brand. I would have headed straight back to Best Buy, but they had closed for the evening, and I figured I could just wait until the next morning to return the memory.
Well, it doesn't take too much imagination to guess how that plan worked out. The Best Buy Customer Service representatives flatly refused to accept the return for the very reason that I was returning the memory: the product did not match the receipt or the packaging. They insisted that because the Geek Squad checks all returns for switched or damaged products, they could not be responsible for this product mismatch. They would not let me speak to anybody with higher authority than the Senior Customer Service representative, who kept insisting that although she wasn't accusing me of lying, she could not accept the return. She told me I could call 1-888-Best-Buy (useless) or contact the manufacturer to plead my case.
An important note about the packaging: it was not factory sealed. One could easily pop open the package, take out the RAM, replace it, and close the package without evidence of tampering. Obviously, KByte did not package Samsung RAM by mistake. This situation is the result of one of two things: either a Best Buy employee made the switch, or a previous customer bought these memory modules, switched out their stock Samsumg RAM, and managed to return the packages without the Geek Squad noticing. Either way, Best Buy was defrauded by somebody. But the fact that the store then passed off this fraudulent product to me means that they are at fault. This is a STORE ERROR; it is not the error of the Best Buy Corporation, and it is not the error of KByte Memory, and it is certainly not my error.
Given that this was a store error, that fraud occurred, and that Best Buy employees ultimately bear the responsibility for the resale of fraudulent products, I would wish for the general manager of the store to take more interest in this case, even if their policy prevents me from getting my money back. I have no way to prove that I did not switch the RAM myself, but I would like the chance to discuss my frustration with the store's highest manager and the two salespeople who were present when I purchased the RAM. The Senior Customer Sales rep with whom I spoke agreed to take my name and number and call me after discussing the situation with these two salespeople (one of whom I suspect may have noticed that he was selling me the wrong RAM). I have yet to hear from her. If I don't hear from her soon, I will try to take this up with the store's general manager. I may take the matter to the police if the store employees remain reluctant to help me find out how this fraudulent resale could have happened.
In summary, if you must shop at Best Buy, do so at your own riske, and CHECK YOUR PURCHASES AT THE STORE! Best Buy does not care about customer satisfaction, and they will not hesitate to take your money in exchange for a bad product.
Ben
Princeton, New Jersey
U.S.A.
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