To Whom It May Concern:
I am writing to inform your organization, Best Buy, of my severe disappointment in your service department and personnel working at one of your stores here in Kansas City. I would think an organization of your size would make every attempt to make a customer happy and satisfied, but I can see, here at this store, that is not the case.
My name is John P. Zappa and I am currently mobilized in the United States Army. I purchased a Toshiba A305 Laptop at Best Buy, #1483 on June 06. As you know, using a laptop is a great way and sometimes the only way to stay in touch and chat with family while being mobilized. I have included copies of the original receipts for your reference.
I also purchased the Geek Squad Standard Performance Protection and the Web Root AV Antispyware Protection to ensure my new laptop was protected. I was completely satisfied with my purchase and was anxious to get home to start transferring data from my old laptop. I did not have Internet at that time and I did not know how long it would be before I did get Internet service at my residence.
I finally received Internet service at my home on the 29th of November from ATT. My laptop sat in my home up until that day, turned on 6-8 times the entire 5 months. As always, I had to update my computer after it had sat for 5 months. On the final upload, which was Internet Explorer 7, I left the computer on because it was taking so long to finish.
On December the 3rd, when I awoke, I turned the computer on and it would not load windows. I made every attempt to figure out the problem, but to my dismay, I could not figure it out. I finally broke down and called the store where I bought the laptop from and spoke with the Geek Squad and they advised me to bring it in.
On the morning of the 3rd, I drove to the Best Buy, #1483, in Kansas City, a 40 mile round trip, to explain my situation to the Geek Squad and inform them of what has transpired. He immediately informed me that I would need to do a Data Backup if I wanted to save the information on my computer. He also stated that it appeared that my hard drive had crashed. He then informed me that it would cost an additional 172.00 dollars for the Data Transfer. I was definitely upset and I did not think this was right for me to have to pay to retrieve my data when it was the product that failed which I purchased from this organization. Nonetheless, I paid the money and left me laptop to be repaired.
On the 4th of December, I received an automated phone call from Best Buy telling me my computer was ready for pickup. I received another call the very next day. On the 5th of December, I went to Best Buy, #1483, and went straight to the Geek Squad desk and informed them of who I was and that I was there to pick up my laptop. The employee immediately retrieved my laptop and stated it was ready to go. I asked the young man what was the problem and he stated that the Data Transfer was completed. I informed him that I knew that, but what was wrong with my laptop? He stated that it appeared that it had not been repaired and that only the Data Transfer had been completed. I then started up the laptop and he did the exact same thing it did prior to me bringing it in. Needless to say I was very upset.
Another gentleman saw my frustration and asked me what was the problem. I informed him that I was unhappy with this service and that it had already cost me an additional 172.00 dollars. He stated that even though they could replace the hard drive, then I would not have an operating system. I asked why and the young man stated that if it had to be sent off to Toshiba, then all they would do is replace the hard drive and that would be it. That would mean that I would lose the operating system already on there that it came loaded with.By this time, I was extremely upset. Here are my complaints:
1. I paid for this Black Tie Warranty which really does nothing the customer.
2. I had to pay an additional $ 172.00 for a Data Transfer through no fault of my own.
3. I was notified that my laptop was ready, when in fact it was not.
4. I was then informed that the new hard drive would not have an operating system and that I would have to contact Toshiba myself to get the recovery disks.
5. I wasted almost an hour of my day waiting for the members of the Geek Squad to figure who was doing what.
6. Once they figured it out, they replaced my hard drive right in front of me by taking one off the shelf in the store and turning the laptop upside down, no protective cloth, no gloves on the hands to protect static electric damage, nothing.
7. Once they replaced the hard drive, they still could not determine the problem, because it did not have an operating system on it.
8. They could see all my data, but not the operating system. I was then informed I would have to contact Toshiba directly to get the recovery disks. That cost me another $ 25.00, and it still did not let me know if that was the problem.
By this time, I was so furious, agitated and aggravated by the additional cost, I could barely see straight. I paid over a $1000.00 dollars for the laptop, Black Tie Warranty and to have all the excess programs removed from my new laptop. Through no fault of my own, the hard drive, I believe, crashed and now it has cost me an additional $ 197.00, not to mention my time and energy in going back and forth attempting to get this fixed.
I am disappointed and extremely frustrated that an organization such as Best Buy would treat customers this way. I feel that the employees at this store, #1483, were incompetent, irresponsible and very rude and disrespectful.
I went to another Best Buy store, #1501, once I received the restoration disks from Toshiba. I spoke to the manager, Jason, along with a Geek Squad Representative, Nick, about the issues I am having. I informed them I was completely dissatisfied with this process and all the additional costs. They have informed me that they will do whatever is possible to get my laptop repaired.
If I do not get my laptop repaired, back to factory condition, without any additional costs, I will never shop at Best Buy again and I will let all of my peers know, along with the United States Army and Better Business Bureau, that this organization does not care about its customers. This has been a terrible experience for me and I have a $ 1200.00 laptop that does me no good without an operating system. What I would like from Best Buy is my additional cost returned, ($ 197.00), or a new laptop of my choice that costs the same as all the money I have put into this one.
I doubt this letter will do any good. I have seen others on the Internet that has had similar experiences with Best Buy. I would only hope that this letter would serve as a guide for others to never shop at your store.
I will wait to hear from the Best Buy store, #1501, and see if they repair my laptop to my satisfaction. But to me, after this experience, this laptop has been tainted. I would like it replaced. I intend on sending this letter to this organization, the United States Army and the Better Business Bureau just so you know. I hope that in the future, your organization learns how to treat its customers.
John P. Zappa
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