Best Buy

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OPEN NOW - Closes at 9:00pm

Staff Knows what there talking about like this store!

UPDATE 1 HOUR LATER:

They just marked my computer as picked up and closed my repair file even though I didn't actually pick up the computer and they don't know if the backup will be successful. This would be funny if it wasn't so pathetic.



ORIGINAL:

It seems that Geek Squad at the West Towne Mall location in Madison, WI has been actively working to make my life more stressful every time I speak to them. From their inability to pull up my information, rude in-person customer service, and general air of "Your problem isn't my problem" - they showed no empathy and no coordination. Whoever is training and managing this location is doing a terrible job.



Henry (he never bothered to introduce himself and I had to ask his name) refused to give me a timeline of when I can expect my computer would be backed up even after I explained the situation (I'm a wedding photographer with two brides waiting to know if they lost all of their photos). The tracker said that the computer was ready for in store pickup but Henry seemed surprised to learn that I took that as meaning it was ready for in store pickup - apparently "in store pickup" means "we'll call you" to this guy. It wasn't ready because they hadn't put my backed up data on the computer which is understandable but Henry's condescension, arrogance and rudeness was unbelievable. And, the unwillingness to even make me think he cared about being a customer advocate was astonishing. He told me that it would probably be ready tomorrow and I said I need it done today if at all possible. This took place at noon. They close around 9. It doesn't take 9 hours to restore a backup of even a huge amount of data - the truth is he just didn't care about his customer and seemed intent on me knowing that.



Additionally, that was the time they chose to tell me that my hard drive was corrupt and was replaced - the first I heard of that and that my backup was probably corrupt. So why did it take weeks for them to tell me that and then make me pay for it? Seriously, you can't make this up!



Another store rep earlier in the process was so unable to understand the English language over the phone that I had to, after fifteen minutes of just trying to give him my phone number, ask for someone else to be put on.



This was after calling for fifteen straight minutes without anyone picking up the phone.



Finally when I went to get my laptop they screwed up grabbing the right service order and told me they had to junk my computer. This lasted about ten minutes before they realized they were looking at the wrong order.



This team was a total joke and I am not at all surprised that Best Buy's around the country are shutting down.

It seems as if this store does not want customers to ever come back. Even though it is convenient to my house, I will never shop here again. When I came in to buy a computer, I had very specific specs to fulfill. They told me they didn't carry it and go to the website. I told them since my computer was down at home, I couldn't access the web and can they please help me in the store. They absolutely refused and told me to go to a library.



Then I came in to try to buy a new television. The sales rep kept trying to talk us out of what we wanted and sell us something else. We stood firm, but what we wanted wasn't in the store, so we had him order it for us. We wanted an LCD TV and were very obvious about it.



When it arrived, the delvery men were very rude and horrible. When I complained to one of the store managers, Karl, he was very nice and promised to return the delivery fee. I told him the credit card it was bought with was out-of-town, could I still get the fee returned later? He said yes and to come back any time that next week and to ask for him. When I called to find out what day he would be there, I discovered that he left for a week-long vacation the day after I talked with him.



But something was bothering me about the TV. Then I looked on the box. It wasn't even an LCD. It was a plasma. It wasn't even the TV we ordered.



I will NEVER shop there ever again. I don't care what specials or promotions they are having. This has been a week-long hassle and it is still not over!