Devoted to customer service and the principles of exceptional customer services

Just curious (and very frustrated!!) as to how one would send a complaint to Best Buy, and have someone read it and actually care about a customer's very bad experience. I've sent two or three long letters describing my experience, to no avail, not receiving even an acknowledgement as to my contact. Does anyone know how I could contact someone on the board of directors that has personal contact with stockholders? Maybe they'd be interested in knowing how shabby their customers are being treated. Any info appreciated, because now I'm pissed, and on a mission!

I too have a complaint regarding my experience with
Best Buy !!!!!

I want Mr. Anderson to acknowledge my request, since his management staff are always too busy hiding rather
than confront and properly assisting their customers

I was hung up by customer service supervisors twice today asking to speak to there immeddiate superviosr and they flat out told me no and the last supervisor told me he will ensure I will not be able to make to his level again if I called wich took almost an hour to reach the supervisor on my cell phone minutes each time..I am in managment and know this is NOT how you handle customers. I wish the CEO Brad Anderson would call me I would explain to him that his custormer reps do not even know about their product, one rep told me I am talking jibberish because he knows nothing about computers

I wish to cancell an order placed 3-26-2007 to be sent to 13286 Bedford M Ct, Wellington, Fl. 33414, for Jenisfier (Genisfier). Please CANCELL the order completely. Would you please respond to this by mail to let me know it has been done. Thank you, D.

I placed an order for Jenisfier on 3-26-2007 which I wish to CANCELL completely. Please credit it back to the account number ending in 3006. Thank you, D.

ive definitely gotten hung up on by their representatives, the best was instead of transferring me to a manager she transferred me to kodak.. WTF? who said anything about kodak the product wasnt even kodak...

I just bought a T-Mobil telephone, I think the T-Mobil need to improve their customers service.
As I was saying I just got a new service with T-Mobil, one of the phones don't charge, so I have to returned back, I sign two year contract, and I cant cancel but at the same time I am being charge at the same time I don't have no Phone, I am waiting for the phone on the mail,

Best Buy is just a bunch of crooks! Don't ever buy anything from them on same as cash special. They will rip you off and charge you a fortune and there is nothing you can do about it. No one will help you or even care!!!!!

ANOTHER COMPLAINT FOR BESTBUY!!! I agree with all of your comments. BestBuy should be put on the news for it's SCANDALOUS service. It is so unfortunate and diappointing that with all the business we give BestBuy, in addition to their facade of excellent customer service, they can be so unhelpful in solving our problems with their products. GeekSquad is a joke, and their problem to every laptop issue is REPLACING THE HARD DRIVE and NOT giving you the option of getting your data back. Let's go to the press.

I purchased a Sony 60" tv bought the warranty an extra $500.00 dollars. Hoping nothing will go wrong, but it did. I schedueled an appointment on 6/18/07 just to be cancelled the day of after taking a day off. Rescheueled for another day just to be cancelled again, and again and again. Rescheduled again for 7/5/07. Best Buy cancelled again. Rescheduled for 7/13/07. And again BB cancelled. After talking to many so called supervisors and managment team to get nothing but a bunch of blah blah blah were sorry sir. BB called again to reschedule for 7/28/07 to be cancelled and scheduled for 7/19/07 the BB tech called said he would be there between 12 and 2. He called showed up just to have the part they sent to be damaged. Sorry we need to reschedule and order you a new part over night to call him when it gets in. The part shows up not overnight but 7 days later. Tryed to call the tech with no luck. BB calls to say part has shipped to schedule me an appointment for 7/30/07 someone will call you between 7-9 to let you know when the tech will be there. So 7/30 comes and 9am comes with no call, so I call and Jennifer tells me that the tech is overbooked and my appointment will be 8/20/07, almost a month out. I have been told I can not talk to the supervisors manager I have had nothing but the BB run around, BB told me I could pay for the repair and be reimbersed by them yeah right I can't even get them to come out when I have already paid for the service. I will not buy another service plan and will be most hesitant to go to Best Buy for anything. So trying to get to the top will never happen but writing and talking about them will hurt them I will also call the Clark Howard show and tell them today about all of this.

Ditto on the hard drive issue. I have been trying to find a way to repair my machine and get my damaged, and supposedly useless hard drive back so that I could make my own efforts at retrieval.

Several weeks ago I took my Emachine into the North Riverside, IL Best Buy store where had purchased it. It was under a recently renewed service plan and I was having problems with my hard drive which contained sensitive and important data. Geek Squad tested the machine and informed me that the problem was the motherboard, not the hard drive, and that the machine would have to be sent in for repairs. They would not give me my hard drive, but they suggested that they back up my most important data for $160. There were difficulties backing up the data and some information was never retrieved, other data were corrupted. Then on 8/3, while on vacation I received a message from Geek Squad that the problem was the hard drive not the mother board. I could not reach them until Monday, when they informed me that they could do an in depth data retrieval for another $250. Since I had already paid Geek Squad $160 for my data, I questioned the additional charge. They told me I had to accept or decline immediately and that I should contact the Riverside store. At all points Geek Squad refused to return my drive so that I could attempt further recovery myself. I called Riverside to discuss a credit for the incomplete backup on Monday, but was told the manager was out and he would get back to me. He never did. I tried again today and once again was told the manager was out but someone would get back to me. So far I have heard nothing. I want my drive back (I told them I was willing to pay the wholesale cost of the new drive that was installed in the machine), or at least a credit of $160 toward the deeper data retrieval process. I was never told locally about the possibility of deeper data recovery by the main GeekSquad.

This year I have spent $250 renewing the service contract and $160 for data back-up. Best Buy sells new machines for around $400. For what I have spent, I could have purchased a new machine and installed my old drive as a slave drive, making my own efforts at recovery. However, I was advised that the local Geek Squad analysis indicated the problem was the motherboard.

All I want at a is return of my hard drive in addition to my computer with new hard drive. If they really can't return the drive, at least they could give me credit of $160 toward the deeper data recovery.

So far I am still getting the run around.

Leonard

If a hard dirve is replaced under Warranty (either manufacturer or the extended warranty), the repair facility has to actually send the old part for credit. Otherwise the Warranty company won't accept charges for repairs and the parts vendor charges them a penalty. Federal law only allows the return of the used parts if you pay outright for the repair. That is why Best Buy and other repair facilities suggest that you back up your data before you bring your unit in for repair and require you to sign a waiver that says you understand that they are not responsible for lost data.

I had the worst experience with BestBuy.Com. I purchsed a 40 inch TV and there was a promotion for a free Sony Surround Sound System. They charged my card for the sound system and after 5 calls to customer service, two visits to the store and two store managers the manager of the .Com service told me to just deal with it and hung up in my face. This company should be put out of business for false advertising. I could not get anyone to care or try to resolve this problem and they all told me to basically wait it out and see what happens. I told them I did not give them authorization to put this free sound system on my card and it was as if someone stole my card and made a purchase but it went to deaf ears. Please...Please...shop anywhere but Best Buy unless you enjoy agrivation and being ripped off....

Here is a trick that works pretty well. Lookup the offending companies website registrars information (google: whois domain lookup). An administrator ususally has an e-mail listed. From here you can get the format of the e-mail address. Then lookup the board of directors or CEO. Now that you have their names and the format for the compnay's e-mail, you can now try and e-mail them. For example. Brad.Anderson@bestbuy.com. Keep in mind, if you use this method you BETTER be in the right!

Subject: case 3220100901 (at Hewlett Packard, not where it should be, at Best Buy)
From: Carol Sue Villalobos Zoe@ZoiesWebDesign.com

Date: Thurs, Sep 20, 2007 8:54 pm, sorry, my laptop is broken, takes forever…and my printer won’t print in black…great.
To: “C.C. (PSG Case Manager)"

I am pretty certain that none of you (except the people at HP whom your manager slurred and blemished the quality of their product), could really care about what your store managers and employees have done to me, robbed me, insulted me, and in general treated me as less than human and definitely undeserving of the merchandise I paid cash for, almost $2600 in your store one day and a few hundred a few other times close after…but never again. The following is to the best of my remembrance everything that Best Buy in San Bernardino has done to me and put me through…I am sending a copy of this to every board member that I can get an address for and I will guess at as many as possible. I think that if you buy a service or a product, especially for as much money as I spent, you should get the service and product you were promised. I want everyone to know how insulting and arrogant these people were and how rudely and unimportantly they treated me. (Have a nice day Carolina Madden.) Bert Wethers has blemished the good name of Hewlett Packard and Mike Volpone did a number on U.P.S. as well…in reading you will see…the following is the response I made to Hewlett Packard after they said they would help me…. And Best Buy would not.

Subject: case 3220100901
From: C.C. at H.P. (erased for his own anonymity)
Date: Wed, Sep 19, 2007 1:04 pm
To: "zoe@zoieswebdesign.com"

Justification (be the most specific as possible):
I had the following unit described in the content below special ordered and had an extra gig of Ram installed by Mike Volpone at Best Buy. I paid with cash. I also purchased the Ram, a warranty that was supposed to cover even if the unit were to be drop-kicked across South Africa and apiece of equipment that makes it possible to use one monitor and keyboard for more than one tower. Mike said that he had done extra work on the Laptop and made it to run the fastest possible and I really appreciated that he had taken the time. I went to leave the store and stopped for the security guard to check my merchandise. I was with a friend of mine and so there are witnesses besides theirs. Their security guard, Lance held the box containing the laptop about chest high, and he is a tall person, with the basket by him and turned to the other security guard at the same time letting go of the box containing the laptop and I watched in slow motion as it fell to the ground missing the basket. I couldn’t believe what I had just seen. They tried to assure me that everything was ok, no damage could have been done because “U.P.S. does worse things to their packages, they wear steel toes for that purpose” (during the course of this adventure I have been told that several times and my friend who was with me heard it several times as well). They took the container that was now smashed on the corners pretty badly, (and the container I now have has the same smashed in corners and a couple of gouges as well.) over to the service desk and opened it up looking at it, poking at the hard drive, turning it over a few times, visually checking that there were no damages that were incurred, they promised. You can not “see” damages done to a hard drive, or the bus system, or the monitor and keyboard just by “looking” at it. I am not a complete idiot, and I am not computer illiterate to think that just by “looking” at the computer and turning it on means there has been no damages incurred and so they said if I took it home and anything was wrong, I could bring it back for repair or replacement immediately. Because Mike had supposedly done so much extra for me and I needed to be able to finish my last term, my currant Acer laptop is really messing up and making this difficult as well (it won’t allow me to take out the double sentences), I foolishly took them at there word, which has proven to be no good. The monitor turned off just by tilting the screen and the keyboard stuttered (if you typed the word “the” it would give you the word “thee” and such as that) as well as there were scratches on it and a mar above the mouse pad. The mark above the mouse pad is very slight and unless you know it’s there, it would be very easy to miss. (That mar is on the computer that they told me is brand new shipped directly from you for the supposedly second computer.(my computer is wacking out on me and doubling words, but if I try to take it out both sets go, I need a working computer…sorry for the duplicates, but Best Buy screwed me out of a working computer and this is all I have right now and it cost me everything I had plus someone else’s.)) I called and told them what was happening and they told me to bring it in and they would take care of everything for me. I asked for a replacement as I had spent a lot of money on this and didn’t want to start out with a computer that had already had to be repaired, I wanted what I had paid for, a brand new top of the line undamaged un-repaired Hewlett Packard 7400 Core 2 Duo that would enable me to do my work and live. I am working on a Bachelors of Science in Information Technology with Web Design as my emphasis so that I can open a business from my home, I can’t do regular hours, I never know when I am going to be able to be up nor when I am going to be too sick to get out of bed. I took the computer to the service desk and they gave me a hard time asking me if “I” had dropped it in the store or at home and it was hard to get them to understand and believe that they had dropped it themselves until right behind me there was a big crashing sound as there security guard had just dropped a huge TV., so I pointed and said “Just like that!” An employee standing close said to another employee, “Looks like we’ll be buying another TV.” Finally they were informed that I was telling them the truth and Mike Volpone came to write it up and all the time he did, he was very rude telling me I should be happy with it as he had done so much work on it and accidents happen and in general just being curt and rude, and he repeated what he had said about the U.P.S... I had the same friend with me that had been with me all through this and will be happy to write an affidavit and go to court with me as well. Bert Wethers passed by and I told him of Mikes behavior, I had told Mike that his customer relations needed work that he was giving bad service, and Bert said he would take care of everything from here on out and I wouldn’t have to talk to Mike Volpone any more. Bert Wethers called me several times through out the day a few days later to tell me the progress of what they had found wrong with the laptop and repaired. I told him I wanted a replacement for the computer they had negligently dropped and was obviously in the process of being repaired. I realize accidents happen, but this should not be at my expense. He changed his tone of voice to not being so nice and told me he would take care of it, and I had asked him for overnight service as I had also bought the warranty for the best possible coverage and believed I should receive that. After all, I had spent a lot of cash money on a product and service that I had not received. About four or five days later I received a call that they had received my new computer, and they had installed the extra gig of Ram that I had purchased as well. I went to pick up the computer at the service desk and when I saw the box it had crunched corners, but I never thought they being such a large company and supposedly being respectable would have done me wrong (although they have) in this way. I jokingly made a comment to Bert saying “It looks like it’s been kicked around a bit!” Bert’s demeanor changed to not so great for a second and I told him I was just kidding. His smile came back and he told me I could trust him, of course and so did and did not open the box. He walked the computer in the crunched container to the security stop by the front door and told the guard “Don’t bother looking for this one, you won’t find any numbers on it, I did a “kiosk” on it and I will cover it with my “ass”, don’t worry about it.”, and the guard obviously believed him. Through all of this I had been terribly ill, between computer problems and trying to finish my term at school even close to on time was very trying. I didn’t even open the box until I was at a doctors appointment and when I did I saw scratches on the emblem of the monitor and so decided to check in the system and see what was there, I had a feeling they had given me back the same computer, and there were and are three default monitors and a plug and play monitor and the files that are in there such as the My Pictures and at this moment without opening the computer back up I can’t remember what else I had looked at (But computers don’t lie…people do) but you can definitely look at it yourself and see the date and time that they were altered, meaning that they deleted what I had there and tried to make it look as though it hadn’t been. But, the computer does not say “created” it says that it has been changed, and all on the same date at around 4:34 or :54, something like that, pm. That cannot be falsified. There is also a Google Toolbar, which I don’t think is standard from HP fresh from the factory and Outlook Express is already there as well, that one I am not sure of, but I seriously doubt that is standard. I called Best Buy corporate to get some help and received the run around with them. All they did at that point was call up Mr. Wethers on a three way call and they were told by him that it was a new computer and he had not even opened the box, (how did the extra gig of memory get there then?) and assured the corporate person Steve M. ext. #60064 case #3957176, (and with Sarinthia #39487045 whom I spoke to begin with when I was finally given corporate) that it was a new computer, a different computer. Steve offered me a $100 gift certificate to make everything go away and after a whole lot of begging, reasoning, and kissing hienie and placing the possible blame somewhere else, Bert said he would look at the computer finally (he made a comment about losing his job...and in doing this to a customer, he should, God only knows of how many other dishonest relations he has kept). He also said he had never heard them offer that much before and I should be grateful. I cannot believe how insulting these people are. His first offer was $75 gift certificate…like it cost them a dime, right. They had my $2600, what do they care. Obviously they do not care for quality or satisfaction when it comes to the customer, me and really not even do they care about the product, your Laptop. I took the computer in the crunched box with a friend, I refuse to deal with them alone, and I wanted a witness, back to the service counter at Best Buy in San Bernardino. I want to remind everyone that I am disabled and usually ill. It is extremely difficult for me to perform normal living functions, I have an In Home Care person who helps me through Daily Activities, so having to do this several times has been very taxing to my health, not to mention costly through time and gas is expensive, I only receive $856.00 a month to live on and I live about a half hours drive from them in Yucaipa, California, and I couldn’t attend a college at all if it were not for it being on line which is why this computer is so very important to me. I had told Bert on the three way call that I hoped someday this would happen to him and that I hoped he had nightmares about it. On the phone with Steve he didn’t say anything, but in the store at the service counter after he looked at the computer and told me that it was just dust on the screen of the monitor and not pock marks, when I was trying to show him the monitors and the fact that there were many more than come on a brand new laptop he decided he wasn’t going to talk to me any further nor look at the computer, he said “You threatened me, I am not looking at that computer” and would do no more than laugh at me and walked away. I have never felt so victimized and helpless in my life. That very tall (NON RACIAL STATEMENT JUST A FACT) black man was acting as though he was afraid of a 5’2” about 110 pound disabled (NON RACIAL STATEMENT JUST A FACT) white girl that needs in home help and walks with a cane. Please. That “gentleman” knew what was up and knew I knew and is doing what ever he can to make me go away. I tried corporate and they only said that it had been closed because they sent me a $100 gift certificate, of which I have since received and NOT used. They had absolutely no concern for the quality of their service or the condition of the Hewlett Packard Laptop they had tried to pass off as brand new. I reported them to the Better Business Bureau but they have not responded as of today which is 09/20/07 and they have until the 28th of September. My University went back on term yesterday, I am not able to attend and I will lose everything because of the dishonesty of someone who could have made things right by me and not blemish the name of Hewlett Packard as well as Best Buy (but then again, Best Buy has done nothing but let me be taken advantage of and screwed by their dishonest employees, so is their name worth anything? Not in my book and I am certain in others when they find out and see this). I have never done business with them before, but I promise you, never again and I WILL be certain to see that everyone I know and as many as I can that I don’t know hear of the practices of Best Buy.

Then, I got a hold of you, I was going to try and borrow money to get a computer in time for school, but I guess that was a pipe dream. School has started, I don’t have the money for another one, and Best Buy would rather see me rot. I don’t know if I would be able to catch up even if I were to get an exchange from Best Buy now. From Best Buy I would rather just have all of my money back. I would then buy directly from you…but I doubt if that is possible. If it could be exchanged, they do need to exchange out the gig of Ram as well and because they are so dishonest, how could I trust their work? I am at your mercy, if there is anything you can do, a replacement…a REAL new Laptop would be greatly appreciated, but Best Buy, specifically management at that particular store has possibly changed the course of my life. I have always been on the Honor Roll and made it through very difficult trials in order to make it this far, but even being on schedule is difficult for me and now I am already way behind. Your help would be greatly appreciated. Thank you.

One more thing I want you to take note of is the stickers on the box itself. The original ship date is 06-26-07 and there is also a pink sticker dated 08-02-07. If the replacement was around the 14th of July, how is that possible for the first date? It looks like the label had been tampered with, they tried to peel it off…something is way wrong, I do not know exactly, but I know I have been done wrong and this is not a brand new computer that has had no repair work done to it. The computer can not lie, but sadly, people do.

PRODUCT
Description of Product: HP Compaq Business Notebook nx9420 – Core 2 Duo T7400 2.16 GHz – 17” TFT
Part Number(s): RB529UT #ABA (Best Buy Product #’s BB10736331 and # BB10692794)
Quantity: 1ea.
Date of Purchase: 6-21-07
Serial numbers: On the work order the serial # is written as CND7122HSQ but the dates they have are that the unit was purchased 7/21/06 and the Labor and parts are ending on 7/21/06 but the estimated time of completion is 7/17/07. I didn’t write down the serial number previously as I had no reason to distrust them at that point, although I certainly should have.

Subject: Thank you for your Best Buy For Business order
From: BBFBCustomerSupport@bestbuy.com
Date: Thu, Jun 21, 2007 5:28 pm
To: zoe@zoieswebdesign.com

Order Date: 06/21/2007

Billing Address
Carol-Sue Villalobos
Zoie's Web
PO BOX 1343
YUCAIPA, CA 92399
Shipping Address
Mike Volpone
Best Buy for Business
888 HARRIMAN PL
SAN BERNARDINO, CA 92408

Dear Carol-Sue Villalobos,

Thank you for shopping with Best Buy For Business. We appreciate your business.

Order Number: 1538069

We are currently processing your order and will notify you by e-mail when your order ships. Please note that a Best Buy For Business Account Manager may contact you if additional information is needed to complete the order. To check the status of your order, select the "Order Status" button above. For more information, see our Shipping Policy.

Qty Product Description
Price Total Price

1 HP Compaq Business Notebook nx9420 - Core 2 Duo T7400 2.16 GHz - 17" TFT
Item BB10692794
$1,899.99 $1,899.99

1 Electronic HP Care Pack Next Business Day Hardware Support with Accidental Damage Protection - extended service agreement - 3 years - on-site
Item BB10736331
$278.84 $278.84

Total: $2,178.83

Electronic Recycling: $8.00
Standard Delivery: $7.98
Tax: $152.00

ORDER TOTAL: $2,346.81

Best Buy For Business Reward Zone® Program
Member ID: 810467710
Exp. Date:
Status: Active

In the meantime, should you have any questions about your order,
please call us at 1-800-373-3050.

Best Buy For Business offers you:

• Certified, trained consultants available in-store, over the phone and for on-site office visits

• Over 100,000 business-class products ranging from servers and advanced networking solutions to business-class PCs and printers available at www.BBFB.com or over the phone

• Geek Squad 24 Hour Computer Support Task Force® provides computer help anytime, anywhere

When shopping at www.BBFB.com you have access to a number of useful customer service features including order tracking, order history, and shopping carts you can save for future purchases.

We realize you have numerous options for procuring IT products. All of us at Best Buy For Business appreciate your business.

Beginning January 1, 2005, California recycling fees may apply to some products containing video and computer monitor screens.

Conditions of Use | Legal Conditions | Privacy Policy | Returns Policy

Copyright © 2003-2007. All rights reserved.

Subject: Your Best Buy For Business order has been shipped
From: BBFBCustomerSupport@bestbuy.com
Date: Fri, Jun 22, 2007 7:21 pm
To: zoe@zoieswebdesign.com

Order Number: 1538069 Best Buy For Business
7601 Penn Avenue South
Richfield, MN 55422-3645
Dear Carol-Sue Villalobos,

Thank you for shopping with the new Best Buy For Business.
-------------------------------------------------------------------------------------------------------------------
Sold To:
Carol-Sue Villalobos
Zoie's Web
PO BOX 1343 YUCAIPA, CA 92399 Bill To:
Carol-Sue Villalobos
Zoie's Web
PO BOX 1343 YUCAIPA, CA 92399 Ship To:
Mike Volpone
Best Buy for Business
888 HARRIMAN PL SAN BERNARDINO, CA 92408
We are pleased to confirm that your order has been shipped. Based on your shipping preference made at the time of purchase, and item availability, your order will arrive in 1-5 business days. If your order was for multiple items, it may be shipped in separate boxes and may be delivered at different times. Order# 1538069 Placed on Thursday, June 21, 2007. Customer PO#: N/A. Payment Type: Gift Card.

QTY
ORDERED DESCRIPTION ITEM#/MFR# TOTAL QTY
SHIPPED QTY IN THIS
SHIPMENT
===================================================================
1 HP Compaq Business Notebook nx9420 - Core 2 Duo T7400 2.16 GHz - 17" TFT

Shipped On:Friday, June 22, 2007. BB10692794 1 1

Check your delivery status, and see carrier and current tracking information, by visiting your online account. Please note that tracking information may not be available immediately. Please contact us at 1-800-373-3050 if you have any questions or require additional information about your order. All of us at Best Buy For Business appreciate your business.
Conditions of Use | Legal Conditions | Privacy Policy | Returns Policy

Copyright © 2003-2007. All rights reserved.

Print | Close Window

Subject: Your Best Buy For Business order has been shipped
From: BBFBCustomerSupport@bestbuy.com
Date: Wed, Aug 08, 2007 7:01 am
To: zoe@zoieswebdesign.com

Order Number: 1538069 Best Buy For Business
7601 Penn Avenue South
Richfield, MN 55422-3645
Dear Carol-Sue Villalobos,

Thank you for shopping with the new Best Buy For Business.
-------------------------------------------------------------------------------------------------------------------
Sold To:
Carol-Sue Villalobos
Zoie's Web
PO BOX 1343 YUCAIPA, CA 92399 Bill To:
Carol-Sue Villalobos
Zoie's Web
PO BOX 1343 YUCAIPA, CA 92399 Ship To:
Mike Volpone
Best Buy for Business
888 HARRIMAN PL SAN BERNARDINO, CA 92408
We are pleased to confirm that your order has been shipped. Based on your shipping preference made at the time of purchase, and item availability, your order will arrive in 1-5 business days. If your order was for multiple items, it may be shipped in separate boxes and may be delivered at different times. Order# 1538069 Placed on Thursday, June 21, 2007. Customer PO#: N/A. Payment Type: Gift Card.

QTY
ORDERED DESCRIPTION ITEM#/MFR# TOTAL QTY
SHIPPED QTY IN THIS
SHIPMENT
===================================================================
1 Electronic HP Care Pack Next Business Day Hardware Support with Accidental Damage Protection - extended service agreement - 3 years - on-site

Shipped On:Wednesday, August 8, 2007. BB10736331 1 1

Check your delivery status, and see carrier and current tracking information, by visiting your online account. Please note that tracking information may not be available immediately. Please contact us at 1-800-373-3050 if you have any questions or require additional information about your order. All of us at Best Buy For Business appreciate your business.
Conditions of Use | Legal Conditions | Privacy Policy | Returns Policy

Copyright © 2003-2007. All rights reserved.

WAREHOUSE UNIT SHIPPED FROM – This is the location (city and state) of the distributor’s warehouse.

RESELLER INFORMATION:
Company Name: Best Buy, 888 Harriman Place, San Bernardino, Ca. 92408
Contact Name: Mike Volpone, and Bert Wethers, Tyrone(He blew me off) and Tracy(she never called back, she blew me off)
Outlet ID#: #150
Phone Number: 909-885-4049 ext. 2210 ext. 2211 direct, Fax 909-885-0679
Email: Michael.Volpone@bestbuy.com
BBFBCustomerSupport@bestbuy.com
DISTRIBUTOR INFORMATION:
Distributor Name: Best Buy for Business
Contact name: Mike Volpone and Bert Wethers
Phone number:909-885-4049 ext. 2210
Invoice number: 1538069, and service order #00150-912226477

They had it shipped to them from: IN HP DISTRIBUTION, 7520 Georgetown Road, Indianapolis, IN 46268



















HP is committed to your privacy. For more information regarding HP'sprivacy policy, or to obtain contactinformation, please see our privacy HP is committed to your privacy. For more information regarding HP'sprivacy policy, or to obtain contact information, please see ourprivacystatement http://welcome.hp.com/country/us/en/privacy.html

Copyright © 2003-2007. All rights reserved.

the supposedly second computer.(my computer is wacking out on me and doubling words, but if I try to take it out both sets go, I need a working computer…sorry for the duplicates, but Best Buy screwed me out of a working computer and this is all I have right now and it cost me everything I had plus someone else’s.)) I called and told them what was happening and they told me to bring it in and they would take care of everything for me. I asked for a replacement as I had spent a lot of money on this and didn’t want to start out with a computer that had already had to be repaired, I wanted what I had paid for, a brand new top of the line undamaged un-repaired Hewlett Packard 7400 Core 2 Duo that would enable me to do my work and live. I am working on a Bachelors of Science in Information Technology with Web Design as my emphasis so that I can open a business from my home, I can’t do regular hours, I never know when I am going to be able to be up nor when I am going to be too sick to get out of bed. I took the computer to the service desk and they gave me a hard time asking me if “I” had dropped it in the store or at home and it was hard to get them to understand and believe that they had dropped it themselves until right behind me there was a big crashing sound as there security guard had just dropped a huge TV., so I pointed and said “Just like that!” An employee standing close said to another employee, “Looks like we’ll be buying another TV.” Finally they were informed that I was telling them the truth and Mike Volpone came to write it up and all the time he did, he was very rude telling me I should be happy with it as he had done so much work on it and accidents happen and in general just being curt and rude, and he repeated what he had said about the U.P.S... I had the same friend with me that had been with me all through this and will be happy to write an affidavit and go to court with me as well. Bert Wethers passed by and I told him of Mikes behavior, I had told Mike that his customer relations needed work that he was giving bad service, and Bert said he would take care of everything from here on out and I wouldn’t have to talk to Mike Volpone any more. Bert Wethers called me several times through out the day a few days later to tell me the progress of what they had found and repaired. I told him I wanted a replacement for the computer they had negligently dropped and obviously had to be repaired. I realize accidents happen, but this should not be at my expense. He changed his tone of voice to not being so nice and told me he would take care of it, and I had asked him for overnight service as I had also bought the warranty for the best possible coverage and believed I should receive that. After all, I had spent a lot of money on a product and service that I had not received. About four or five days later I received a call that they had received my new computer, and they had installed the extra gig of Ram that I had purchased as well. I went to pick up the computer at the service desk and when I saw the box it had crunched corners, but I never thought they being such a large company and supposedly being respectable would have done me wrong (although they have) in this way. I jokingly made a comment to Bert saying “It looks like it’s been kicked around a bit!” Bert’s demeanor changed to not so great for a second and I told him I was just kidding. His smile came back and he told me I could trust him, of course. He walked the computer in the crunched container to the security stop by the front door and told the guard “Don’t bother looking for this one, you won’t find any numbers on it, I did a “kiosk” on it and I will cover it with my “ass”, don’t worry about it.”, and the guard obviously believed him. Through all of this I had been terribly ill, between computer problems and trying to finish my term at school even close to on time was very trying. I didn’t even open the box until I was at a doctors appointment and when I did I saw scratches on the emblem of the monitor and so decided to check in the system and see what was there, I had a feeling they had given me back the same computer, and there were and are three default monitors and a plug and play monitor and the files that are in there such as the My Pictures and at this moment without opening the computer back up I can’t remember what else I had looked at (But computers don’t lie…people do) but you can definitely look at it yourself and see the date and time that they were altered, meaning that they deleted what I had there and tried to make it look as though it hadn’t been. But, the computer does not say “created” it says that it has been changed, and all on the same date at around 4pm. That cannot be falsified. There is also a Google Toolbar, which I don’t think is standard from HP fresh from the factory and Outlook Express is already there as well, that one I am not sure of, but I seriously doubt that is standard. I called Best Buy corporate to get some help and received the run around with them. All they did at that point was call up Mr. Wethers on a three way call and they were told by him that it was a new computer and he had not even opened the box, (how did the extra gig of memory get there then?) and assured the corporate person Steve M. ext. #60064 case #3957176, (and with Sarinthia #39487045 whom I spoke to begin with when I was finally given corporate)that it was a new computer, a different computer. Steve offered me a $100 gift certificate to make everything go away and Bert said he would look at the computer finally. He also said he had never heard them offer that much before and I should be grateful. I cannot believe how insulting these people are. His first offer was $75 gift certificate…like it cost them a dime, right. They had my $2600, what do they care. Obviously they do not care for quality nor satisfaction when it comes to the customer, me and really not even do they care about the product, your Laptop. I took the computer in the crunched box with a friend, I refuse to deal with them alone, and I wanted a witness, back to the service counter at Best Buy in San Bernardino. I want to remind everyone that I am disabled and usually ill. It is extremely difficult for me to perform normal living functions, I have an In Home Care person who helps me through Daily Activities, so having to do this several times has been very taxing to my health, not to mention costly through time and gas is expensive, I only receive $856.00 a month to live on and I live about a half hours drive from them in Yucaipa, California, and I couldn’t attend a college at all if it were not for it being on line which is why this computer is so very important to me. I had told Bert on the three way call that I hoped someday this would happen to him and that I hoped he had nightmares about it. On the phone with Steve he didn’t say anything, but in the store at the service counter after he looked at the computer and told me that it was just dust on the screen of the monitor and not pock marks, when I was trying to show him the monitors and the fact that there were many more than come on a brand new laptop he decided he wasn’t going to talk to me any further nor look at the computer, he said “You threatened me, I am not looking at that computer” and would do no more than laugh at me and walked away. I have never felt so victimized and helpless in my life. That very tall (NON RACIAL STATEMENT JUST A FACT) black man was acting as though he was afraid of a 5’2” about 110 pound disabled (NON RACIAL STATEMENT JUST A FACT) white girl that needs in home help and walks with a cane. Please. That “gentleman” knew what was up and knew I knew and is doing what ever he can to make me go away. I tried corporate and they only said that it had been closed because they sent me a $100 gift certificate, of which I have since received and NOT used. I reported them to the Better Business Bureau but they have not responded as of today which is 09/20/07 and they have until the 28th of September. My University went back on term yesterday, I am not able to attend and I will lose everything because the dishonesty of someone who could have made things right by me and not blemish the name of Hewlett Packard as well as Best Buy. I have never done business with them before, but I promise you, never again and I WILL be certain to see that everyone I know and as many as I can that I don’t know hear of the practices of Best Buy.

Then, I got a hold of you, I was going to try and borrow money to get a computer in time for school, but I guess that was a pipe dream. School has started, I don’t have the money for another one, and Best Buy would rather see me rot. I don’t know if I would be able to catch up even if I were to get an exchange from Best Buy now. From Best Buy I would rather just have all of my money back. I would then buy directly from you…but I doubt if that is possible. If it could be exchanged, they do need to exchange out the gig of Ram as well and because they are so dishonest, how could I trust their work? I am at your mercy, if there is anything you can do, a replacement…a REAL new Laptop would be greatly appreciated, but Best Buy, specifically management at that particular store has possibly changed the course of my life. I have always been on the Honor Roll and made it through very difficult trials in order to make it this far, but even being on schedule is difficult for me and now I am already way behind. Your help would be greatly appreciated. Thank you.

PRODUCT
Description of Product: HP Compaq Business Notebook nx9420 – Core 2 Duo T7400 2.16 GHz – 17” TFT
Part Number(s): RB529UT #ABA (Best Buy Product #’s BB10736331 and # BB10692794)
Quantity: 1ea.
Date of Purchase: 6-21-07
Serial numbers: On the work order the serial # is written as CND7122HSQ but the dates they have are that the unit was purchased 7/21/06 and the Labor and parts are ending on 7/21/06 but the estimated time of completion is 7/17/07. I didn’t write down the serial number previously as I had no reason to distrust them at that point, although I certainly should have.

Subject: Thank you for your Best Buy For Business order
From: BBFBCustomerSupport@bestbuy.com
Date: Thu, Jun 21, 2007 5:28 pm
To: zoe@zoieswebdesign.com

Order Date: 06/21/2007

Billing Address
Carol-Sue Villalobos
Zoie's Web
PO BOX 1343
YUCAIPA, CA 92399
Shipping Address
Mike Volpone
Best Buy for Business
888 HARRIMAN PL
SAN BERNARDINO, CA 92408

Dear Carol-Sue Villalobos,

Thank you for shopping with Best Buy For Business. We appreciate your business.

Order Number: 1538069

We are currently processing your order and will notify you by e-mail when your order ships. Please note that a Best Buy For Business Account Manager may contact you if additional information is needed to complete the order. To check the status of your order, select the "Order Status" button above. For more information, see our Shipping Policy.

Qty Product Description
Price Total Price

1 HP Compaq Business Notebook nx9420 - Core 2 Duo T7400 2.16 GHz - 17" TFT
Item BB10692794
$1,899.99 $1,899.99

1 Electronic HP Care Pack Next Business Day Hardware Support with Accidental Damage Protection - extended service agreement - 3 years - on-site
Item BB10736331
$278.84 $278.84

Total: $2,178.83

Electronic Recycling: $8.00
Standard Delivery: $7.98
Tax: $152.00

ORDER TOTAL: $2,346.81

Best Buy For Business Reward Zone® Program
Member ID: 810467710
Exp. Date:
Status: Active

In the meantime, should you have any questions about your order,
please call us at 1-800-373-3050.

Best Buy For Business offers you:

• Certified, trained consultants available in-store, over the phone and for on-site office visits

• Over 100,000 business-class products ranging from servers and advanced networking solutions to business-class PCs and printers available at www.BBFB.com or over the phone

• Geek Squad 24 Hour Computer Support Task Force® provides computer help anytime, anywhere

When shopping at www.BBFB.com you have access to a number of useful customer service features including order tracking, order history, and shopping carts you can save for future purchases.

We realize you have numerous options for procuring IT products. All of us at Best Buy For Business appreciate your business.

Beginning January 1, 2005, California recycling fees may apply to some products containing video and computer monitor screens.

Conditions of Use | Legal Conditions | Privacy Policy | Returns Policy

Copyright © 2003-2007. All rights reserved.

Subject: Your Best Buy For Business order has been shipped
From: BBFBCustomerSupport@bestbuy.com
Date: Fri, Jun 22, 2007 7:21 pm
To: zoe@zoieswebdesign.com

Order Number: 1538069 Best Buy For Business
7601 Penn Avenue South
Richfield, MN 55422-3645
Dear Carol-Sue Villalobos,

Thank you for shopping with the new Best Buy For Business.
-------------------------------------------------------------------------------------------------------------------
Sold To:
Carol-Sue Villalobos
Zoie's Web
PO BOX 1343 YUCAIPA, CA 92399 Bill To:
Carol-Sue Villalobos
Zoie's Web
PO BOX 1343 YUCAIPA, CA 92399 Ship To:
Mike Volpone
Best Buy for Business
888 HARRIMAN PL SAN BERNARDINO, CA 92408
We are pleased to confirm that your order has been shipped. Based on your shipping preference made at the time of purchase, and item availability, your order will arrive in 1-5 business days. If your order was for multiple items, it may be shipped in separate boxes and may be delivered at different times. Order# 1538069 Placed on Thursday, June 21, 2007. Customer PO#: N/A. Payment Type: Gift Card.

QTY
ORDERED DESCRIPTION ITEM#/MFR# TOTAL QTY
SHIPPED QTY IN THIS
SHIPMENT
===================================================================
1 HP Compaq Business Notebook nx9420 - Core 2 Duo T7400 2.16 GHz - 17" TFT

Shipped On:Friday, June 22, 2007. BB10692794 1 1

Check your delivery status, and see carrier and current tracking information, by visiting your online account. Please note that tracking information may not be available immediately. Please contact us at 1-800-373-3050 if you have any questions or require additional information about your order. All of us at Best Buy For Business appreciate your business.
Conditions of Use | Legal Conditions | Privacy Policy | Returns Policy

Copyright © 2003-2007. All rights reserved.

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Subject: Your Best Buy For Business order has been shipped
From: BBFBCustomerSupport@bestbuy.com
Date: Wed, Aug 08, 2007 7:01 am
To: zoe@zoieswebdesign.com

Order Number: 1538069 Best Buy For Business
7601 Penn Avenue South
Richfield, MN 55422-3645
Dear Carol-Sue Villalobos,

Thank you for shopping with the new Best Buy For Business.
-------------------------------------------------------------------------------------------------------------------
Sold To:
Carol-Sue Villalobos
Zoie's Web
PO BOX 1343 YUCAIPA, CA 92399 Bill To:
Carol-Sue Villalobos
Zoie's Web
PO BOX 1343 YUCAIPA, CA 92399 Ship To:
Mike Volpone
Best Buy for Business
888 HARRIMAN PL SAN BERNARDINO, CA 92408
We are pleased to confirm that your order has been shipped. Based on your shipping preference made at the time of purchase, and item availability, your order will arrive in 1-5 business days. If your order was for multiple items, it may be shipped in separate boxes and may be delivered at different times. Order# 1538069 Placed on Thursday, June 21, 2007. Customer PO#: N/A. Payment Type: Gift Card.

QTY
ORDERED DESCRIPTION ITEM#/MFR# TOTAL QTY
SHIPPED QTY IN THIS
SHIPMENT
===================================================================
1 Electronic HP Care Pack Next Business Day Hardware Support with Accidental Damage Protection - extended service agreement - 3 years - on-site

Shipped On:Wednesday, August 8, 2007. BB10736331 1 1

Check your delivery status, and see carrier and current tracking information, by visiting your online account. Please note that tracking information may not be available immediately. Please contact us at 1-800-373-3050 if you have any questions or require additional information about your order. All of us at Best Buy For Business appreciate your business.
Conditions of Use | Legal Conditions | Privacy Policy | Returns Policy

Copyright © 2003-2007. All rights reserved.

WAREHOUSE UNIT SHIPPED FROM – This is the location (city and state) of the distributor’s warehouse.

RESELLER INFORMATION:
Company Name: Best Buy, 888 Harriman Place, San Bernardino, Ca. 92408
Contact Name: Mike Volpone, and Bert Wethers, Tyrone(He blew me off) and Tracy(she never called back, she blew me off)
Outlet ID#: #150
Phone Number: 909-885-4049 ext. 2210 ext. 2211 direct, Fax 909-885-0679
Email: Michael.Volpone@bestbuy.com
BBFBCustomerSupport@bestbuy.com
DISTRIBUTOR INFORMATION:
Distributor Name: Best Buy for Business
Contact name: Mike Volpone and Bert Wethers
Phone number:909-885-4049 ext. 2210
Invoice number: 1538069, and service order #00150-912226477

They had it shipped to them from: IN HP DISTRIBUTION, 7520 Georgetown Road, Indianapolis, IN 46268



















HP is committed to your privacy. For more information regarding HP'sprivacy policy, or to obtain contactinformation, please see our privacy HP is committed to your privacy. For more information regarding HP'sprivacy policy, or to obtain contact information, please see ourprivacystatement http://welcome.hp.com/country/us/en/privacy.html

Copyright © 2003-2007. All rights reserved.

What would you do….

Sincerely disgusted, abused, and completely horrified,

Carol Sue Villalobos
Zoe@ZoiesWebDesign.com
000-000-0000
Fax (909)797-3479
P.O. Box 1343
Yucaipa, Ca. 92399

P.S. Small claims is next and then….

I'm glad that I'm not along in the poor customer service, although that doesn't get our TV repaired. Our TV is not even a year old, a 46 inch flat screen HD. All of a sudden the picture disappeared. We called and an appointment was scheduled for 4 days later, they don't work on weekends. We were also called the day before the appointment and it was rescheduled for next week. Apparently there is only one repairman for our area and he was on vacation and only works 2 days a week. I decided to call Best Buy to see if there was anything to be done and after talking to a manger I called customer care and filed a report. Not only could he not do anything, he told me that customers like myself were what made the retail business so bad. Nice to know that customers are important to Best Buy. I'm taking action by writing to the CEO and filing a complaint with the Better Business Bureau. It's about all I can do, except pray that we get the TV fixed.

Unbelievable!! I wish I would have read this page before we purchased our TV. It is only one year old and purchased at Best Buy. The power pack went out during the baseball playoffs. We purchased the warranty and thought we were good for the World Series. Well, you guessed it we still do not have the television. They are having problems finding the part! Oh, sure, I'll bet that's why we don't have it. We've made at least 6 phone calls trying to find out when we can get our TV returned to us. No one knows!!!!

I purchased a ipod stereo on August 31 for a classic 1970 Riviere I'm restoring. Because there were repairs done to the car over the course of sixty days, mechanical, etc, I did not have use of the car.
Finally I was able to drive it and the stereo goes out.
Basically, I was told to go f... myself and the little girl they called a manager, I beleive her name was tynesha or something stupid like that actually jumped in my face w/ a smirk.
It took all the will power of all my ancestors to walk me out of that store. I wish I had found this site earlier. When I think of all the business that I've given them over the years. Not anymore. Tell all of your friends and relatives about this site.
Perhaps their ceo doesn't know about the stores poor customer service relations.
Together, we all can make an impact. Also, file a claim with the BBB, and picket their stores. You have a first amendment right.
This happened at the store in jonesboro,ga. on mt zion rd.

I ALSO HAVE A COMPLAINT ABOUT BEST BUY WITH THE GEEK SQUAD I HAVE MY COMPUTOR IN THEIR SHOP FOR THREE WEEKS AND THEY TOOK MY HARD DRIVE OUT AND NOW I HAVE NO HARD DRIVE AND I WENT TO THE MANAGER OF BEST BUY IN VIRGINIA BEACH,VA ON INDENPDANCE ROAD. AND I AM NOT GETTING NO WHERE AND I AM VERY VERY UPSET WITH THE MANAGER AND THE GEEK SQUAD. AND YOU CANT SEEM TO GET ANYONE AT BEST BUY TO TELL THIS COMPLAINT TO AND YOUR SUPPOSE TO GET MR. ROBERT STEPHENS OF THE GEEK SQUAD BUT THEY ARE JUST AS BAD AS BEST BUY IF ALL OF THESE PEOPLE ARE HAVING SO MUCH TROUBLE WITH THE PRODUCTS THEY PURCHASE FROM BEST BUY THEN WHY CANT WE GET SOMEONE TO HELP US AND WHY DONT THEY HUMAN RESOURSE TO TALK I MEANT TALK TO WHY ALL OF THE RUN RUN ALL OF THE TIME VERY VERY UPSET CUSTOMER

I AM VERY VERY UPSET WITH BEST BUY AND THEIR GEEK SQUAD I HAVE MY COMPUTOR IN THE SHOP FOR THREE WEEKS AND HAVE TALK TO THE STORE MANAGER SEVERAL TIME I HAVE NO HARD DRIVE IN MY COMPUTOR GEEK SQUAD TOOK IT OUT AND NOW I CANT GET IT BACK AND HOW DO I GET SOMEONE TO UNDERSTAND AND LISTEN AND NOT GIVE ME THE ROUND AROUND MR. ROBERT STEPHENS IS THE CEO OF GEEK SQUAD BUT TRY TO GET E MAIL TO HIM IS JUST AS BAD AS BEST BUY I AM SO FEED UP WITH ALL OF THE ROUND AROUND YOU GET ALL OF THE TIME FROM BEST BUY

I bought a 52" DLP tv in 2005 and now it has video problems. I bought the 4 year protection plan. I called BB warranty and they sent someone over to fix my tv. They ordered a part, replaced the part and left. That didn't fix it. It still have video problems. I called BB warranty to tell them the tv isn't fixed. Now, 3 months later my tv isn't fix. I keep calling them and calling them and I can't get anyone to fix my tv. Now I am out $3,000 for a 2 year old HDTV that Best Buy won't fix.

I with my 8-year-old daughter waited 18hours at Thansgiving night, finally I got a ticket for EMachines Desktop bundle for $199.97 (save $420 instantly).This bundle include one eMachines Model T3638 , one 17"LCDwidescreen and Canon all-in-one color printer. But when I went to the store at 8am Nov.23 , they refuse to honour their ticket. They give me an offer is take the eMachines model T3638 for $250 which is $100 off regular price, with no widescreen, no printer.WHAT A BIG LIE. Please tell everyone don't shop at Bestbuy.

I am having a problem with the digital camera that I bought, at a Best Buy #389 location on December 22, 2003.
I am dissatisfied with Best Buy service because the digital camera does not work and my performance service warranty is not being honored. I have already attempted to resolve this problem by contacting the store and your corporate office. All I have gotten so far is nowhere. I have been told that Best Buy won’t honor the warranty; the reason given to me was because the camera has internal corrosion. However, if so, it was not caused by me. I don't understand how a warranty can cover heat, humidity, and dust and not cover corrosion. Research show that corrosion definition includes the dissolution of ceramic materials and can refer to discoloration and weakening of polymers by the sun's ultraviolet light. Most structural alloys corrode merely from exposure to moisture in the air.
When I purchased the digital camera and the performance service plan warranty, I was told that if the digital camera stopped working that it would be either repaired or replaced, and that is what I expect.
Unfortunately, the problem remains unresolved. I am hereby requesting that Best Buy make good on the company’s honor.

I have had a problem there too. They have completely lost my business at this point.