This is a very vague complaint, with next-to-no info. I will try to pick apart this brief paragraph and see if I can help you in any way.
First of all, what is the problem that you had with your computer?
Why was it sent in for service?
Do you know which service center it was sent to?
Were you 100% calm, collected, kind, and reasonable with this "rude" manager? (sometimes people act rudely to people who act rudely to them, just sayin'. I personally will bend over backwards for someone who is nice to me, but I won't life a finger for someone who thinks they have a divine right to have their problem fixed RIGHT NOW OR I'M CALLING CORPORATE, for example.)
About phone calls, each store has only one person answering phones. The phone (at least at my store, can't speak for newer stores) has 5 lines. Unless I'm missing some critical information, a phone operator can only talk to one person at a time. Just today I heard my phone operator call for someone to answer a phone call on line 105, which means that they had every single line tied up with a customer, and more were calling. If you are calling a store, chose OPTION THREE (3) which will get you ringing on the operator's phone. DO NOT EVER call the Geek Squad number, because GS is TOO BUSY to answer the phone. Their job is to fix computers, and they can't fix computers if they're talking on the phone, and they legally cannot give out technical support over the phone anyway, all they can do is tell you to bring the computer into the store, which the operator will tell you that anyway. At any given time of day, Geek Squad at my store will have 12 computers on the counter, and 4 more in the back, all in various stages of repair, and anywhere from 1 to 5 customers at the counter with more problems. They are busy, busy people. Sometimes there is only one Geek Squad agent on the clock, and he has to handle all of that, by himself. So go easy on them when they don't answer the phone. By the way, Geek Squad Black Tie Protection Plans are what enable us to be able to afford to have more than one GS agent on the clock at any time of the day. So don't knock it when you come in to talk to someone and there are 5 people ahead of you in line and no one else is available.
All that said, it's not Best Buy's fault that you bought a Gateway computer. Best Buy does not build computers. Best Buy SELLS computers that manufacturers manufacture. If you had come to my store, I would not have recommended a Gateway, because I know that they are crap. I would have recommended HP, Asus, or Toshiba. Those are all excellent computers. Gateway is not. We have 2 Gateway laptop displays at our store, and one has bluescreened once, and the other has bluescreened 3 times. They aren't worth buying. But we didn't build them, so if you have a complaint about Gateway's quality, please lodge the complaint under the proper name.
