Customer service and knowledge of Best Buy employees is at an unacceptable level. I purchased a laptop at the Cedar Rapids, Iowa store. All of the sales staff were very friendly once you were able to get one to help you.
I was then talked into purchasing a $25 performance and maintenance service (which is fine). I was told that it would take 1 hour. It took 3 hours. After waiting for three hours, I took my new laptop home. Just as I was getting in the door, someone from Best Buy called to inform me that THEY forgot to give me some of the software that goes with my laptop. They told me to come back and get it. I explained that I had spent 3 hours there and was not in the mood to come back (nor did I have the time). I asked if it could be mailed to me.
After conferring with someone else, the technician informed me that, NO, they could not mail my software to me. Who wants to drive 20 minutes each way to pick up something that THEY forgot to give me. So, I spoke with the store manager and was promised that it would be mailed. It is not here yet, but hopefully will be soon. I talked a friend into buying a laptop, the very next day. Because of my bad experience in the Cedar Rapids store, we drove to Coralville, Iowa to purchase one. Their customer service was 100% better. To top it off, I found out that Best Buy has a rewards program, which I should have been informed of when purchasing my laptop.
They suggested that I call the Cedar Rapids store to see what they can do for me. I spoke to a manager who told me that I would have to bring my laptop, router, and USB storage device back, return them, and repurchase them in order to get credit on the rewards program. That is ridiculous! Needless to say, the Coralville store took care of me (no surprise). They pulled my Best Buy credit account up, did the return and the repurchase right there (without even having the merchandise there).
Cedar Rapids employees are not trying to help their customers in any way possible. I will not be a repeat customer of the Cedar Rapids store. Maybe I'll give Ultimate Electronics a try or keep driving to Coralville.
I still have not receieve my software (Norton antivirus and Microsoft products) one week later!!
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