Wednesday, October 1, 2008

let's connect to my network shall we?

Dear Best-Buy,

It was about 4 years ago that you and I first met. I bought my first camera from you. And when I did that, I also bought the 4 year service plan. At the time it seemed like a good investment, however, I haven't had to use it...

Let's keep it that way.

I cannot say the same for my other two major purchases from you though. Two summers ago, my brother accidentally cracked the LCD on my little camera... your warranty did not cover it.

At the time I purchased said camera and warranty, I was led to believe that it would cover literally everything. I asked you if I were to "drop my camera in the toilet and fish it out, would you fix that?" And you told me "YES." I seriously asked you that.

When I brought the camera in for repair, confident that my warranty would fix the problem, you told me that the LCD is not covered. Hmmm... a convenient oversight I suppose... a strategic withholding of pertinent facts. Maybe if I had dropped it in the toilet after the LCD broke, you would have fixed it?

Instead, I had to pay almost $200 to have it repaired. Silly me, I should have just bought a new one as the model I had is probably well below that price now.

But enough with the past. Let bygones be bygones... and let's look to the future.

Last week I helped my mom buy a new laptop from you. And while I was skeptical of your warranties after my aforementioned experience, you did a phenominal job of what I would consider "covering all the bases" and assuring me that the service plan would indeed cover any conceivable problem.

As a result of you convincing me so well, I decided that my personal laptop could use some fixing up. You see, ever since I bought it 2 1/2 years ago, I have been unable to get wifi on any kind of consistent basis. Sometimes it connect, sometimes it doesn't. Does that sound like a faulty wireless card to you? You assured me that if that was indeed the case, you would replace it for me and it would be covered under my warranty.

And while I was at it, I realized that the plan covered battery life as well! Joy came to my heart as I read that part. My current battery drains in a matter of about a half hour... not convenient.

It was hard to carve out the time to give up my precious lappy... but I did it. Confident that giving up a week would fix these problems...

I had noooo problem making this sacrifice.

Until today.

When I received the phone call.

You told me that the diagnostics have shown there to be "nothing wrong with my wireless card as it will hold a connection for over 24 hours on our network."

Key word. On YOUR network.

Of course it stays connected on your network! You are the Geek Squad! You have the most perfect and ideal internet situation probably in the history of man! But it won't stay connected at my house or at my job where the other FOUR laptops in the house DOES stay connected! And there are 4 other laptops!

I would like to explain to you that running further tests in order to recreate a problem that I am "supposedly making up" would be a whole lot simpler if you tried connecting to my network.

Wait, what's that? Oh, you first have to send it out to the manufacturer with a minimum 2 week turnaround time? I'm fairly certain I've already explained to you that my LIFE is on that computer and I want it back. And I want it back FIXED.

I'm not sure a strongly worded letter is going to do the trick. Or even a near hostile phone conversation.

I am pretty sure that I'm going to have to take this further, and that saddens me. I should not have to fight for you to fix my computer just because you're not smart enough to recreate a computer dummy's problem.

If we can't work this out civilly, I'll end up coming into the store to sort this out face-to-face. You may lose some customers.

I am not happy.



6 extraordinary comments:

Melissa October 1, 2008 at 6:07 PM  

Yup, I never buy things at best buy.

New egg is better. New egg makes me happy. They are nicer there, better customer service, and we have never had any problems with anything we bought there!

Chelle October 1, 2008 at 6:27 PM  

Oh, sweetie, what.a.mess.

So sorry for your troubles. I would write (e-mail) their headquarters. Better yet, send them this post :)

Keep us posted...

Tracy October 1, 2008 at 11:38 PM  

Good! Go yell at them. Tell them to stop being douchebags.

Sgt and Mrs Hub October 2, 2008 at 1:27 AM  

First off, if I ever need a letter written to a company, I'm coming to YOU.

Secondly, a 2 WEEK TURNAROUND?? It's 2008, people. Seriously. That is a ridiculous amount of time to take.

I hope you get a satisfactory answer, it seems unlikely, but you know those blond headed girls...! :)

Let us know...


Mamasphere October 2, 2008 at 3:54 PM  

Best Buy is HORRIBLE. Their prices aren't even the best. They're pretty well known for wheedling out of their warranty responsibilities whenever possible. I had one bad experience and have never gone back.

Alistar October 15, 2008 at 5:53 PM  

ya, i think that you need to send this in asap. and i DO MEAN ASAP. whenever i have complained about ANYTHING to ANYBODY i always get something. ie: countless credits reimbursed to my credit card, free things from mcdonalds, rental movies paid for, and my favorite on the list and also the last which was a fifty dollar gift card to mobile... all because i actually SAID something. this is a very convincing letter. use it.

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