Good Guys
Rip-off! No Local Customer Service, endless waiting for repairs to return to the store

Less than one year ago I bought a top of the line digital camera at Good Guys for roughly $1300. I was talked into purchasing the extended warranty and was feeling pretty good about it, until the camera started to have an issue.

I promptly took the camera and all the paperwork related to my purchase and extended warranty back to the store of purchase. I was told at this time that it would "a maximum of 5 weeks" to get the repairs done. I was a little shocked at the length of time, but figured that I couldn't use the broken camera anyway.

I made a note on my calendar to call the store after 3 weeks just to check status and did just that. At the 3 week mark, the clerk at the store looked up my claim # and told mre that there were no notes in the file and so he couldn't tell me anything. He suggested I call again in a week, which I did. At the 4 week mark, I was told the same thing "there is nothing I can tell you ma'am, but 8 weeks is not umcommon when a product has to be shipped back to the manufacturer."

Over the next several days, I continued to call the store to try to get status on my camera's repair. I was eventually told that Good Guys had shipped the camera out to Nikon, but that Nikon's internal tracking system was being switched over and they couldn't tell Good Guys anything about my camera. So again, I left hanging about exactly WHERE my camera was and at what stage of repair.

I am now on the last day of week 8 and I still do not have my camera back. According to the status given to me this morning, Nikon has had the camera fixed for well over a week and yet no one can manage to get the camera back into my possesion.

Only one Customer Service Rep. For Good Guys was worth a damn, and she works in their main call center, the number for which I had to get off the web after I was fed up with the "help" at the store level. I have to give this woman credit, as she never failed to call me back and she always seemed genuine in her desire to assist me. THANK YOU, MARILYN! AS for the rest of the people working at Good Guys McCarthy Ranch... SHAME ON YOU for your lack of customer service skills... SHAME ON YOU for making me, YOUR CUSTOMER, feel unimportant and frustrated.

My recommendation to ANYONE in the market for electronics DO NOT GO TO Good Guys!!!

P.S. While typing this... Marilyn called to say that Nikon STILL hasn't shipped out the camera... So she called the store and told them to replace my unit TODAY. Again... THANK YOU, Marilyn!

Company: Good Guys
Country: USA
State: California
City: Milpitas
Address: McCarthy Ranch, Milpitas, CA
Phone: 4089350400

  <     >