Lost customer
I notice your web site has no link for customer satisfaction or complaints, but I still feel the need to tell someone why I will never shop or recommend Best Buy again.
On 1/20/02 I bought a Sony Playstation 2 at store #203 in Austin, TX. Along with games, periphials, and stuff, I spent $423.37. While checking out at the front, the gentleman taking my money was insisting that I need a 'extended replacement plan" for the playstation 2, because "they break all the time." Yes, it was high pressure selling, but I was willing to let it go. After finalizing the purchase, I was directed to the front where someone could check my bag before I left the store. When he examined my receipt, he noticed that I had not purchased the warranty, and proceded to explain that both his and his girlfriend's Playstation's fans had broke, and would not be covered unless I purchased "the plan." Getting angry now, but I can see the door - I let it go.
On 1/26/02 I went back to the same store (near my house) to purchase an additional controller, a Madcatz Dual Force 2. It was $19.99, so I was thinking to myself at least I wouldn't get hasseled for an extended warranty for 20 bucks. Boy was I wrong. At the counter, the cashier started in about for 5 bucks more, I can protect my investment. I handed him my credit card and said "No thanks." I am not exaggerating when I tell you what he said - "fine, you can just buy a new one when this one breaks, and it will. That'll be $21.64."
I was furious, but the store was extremely crowded, so I figured I would call when I got home 10 minutes later. I called 512-795-0014, and was on hold for 45 minutes before I hung up without speaking to a human being. I tried calling Best Buys's 1-888 customer number, but it was busy. I gave up after 10 tries.
I seriously doubt if anything will be done with this complaint, judging by Best Buy's past performance on accepting my complaint. But I am going to forward a copy to Sony, Madcatz, BBB, and anyone who will listen to me explain why your company is conducting unethical business practices. Oh, as far as upselling goes, I know a thing or two about it - I am a Senior District Manager for Jiffy Lube in Austin. Selling additional parts and services to people who come in for an oil change is how we make a living. However, if my employees were ever to state things like "it will break if you don't buy, " not only would I refund the customer's money, but I would take administrative action against the employee responsible. I have done so more than once. But, our business is based on customer satisfaction, while yours is obviously on something else.
William Spain
Austin, TX 78759
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