Report: #848061

Complaint Review: Best Buy Bellingham

  • Submitted: Sat, March 03, 2012
  • Updated: Sun, March 04, 2012
  • Reported By: zelda — BELLINGHAM Washington United States of America
  • Best Buy Bellingham
    Guide Meridian
    BELLINGHAM, Washington
    United States of America

Best Buy Bellingham Is this a scam? BELLINGHAM, Washington

*Consumer Comment: Best Buy is not Netgear...

*Consumer Comment: Think about it...

Show customers why they should trust your business over your competitors...

I am not sure this is a scam. I am just curious if others have had the same experience. My router died. Bought a new one for a lot of money at Best Buy. We couldn't get it to work. Called consumer services of the router company (Netgear) but no one spoke English. Very frustrating. So I asked Geek Squad to come out. For another 80 bucks.  Nice guy comes out, tells me the new router is bad, and he happens to have an even more expensive one in his truck. Since I rely on internet for work at home, I felt trapped and said go ahead. He took the "bad router" with the receipt in order to return it and refund my credit card. Then he called me later to say that the computers were down and he needed more information to process my refund manually. So my question is whether others have had the same experience. Does Best Buy stock bad routers on purpose, making people think their system needs attention, encouraging a trip from Geek Squad, then selling a more expensive router (plus the cost of a more expensive router)?
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#1 Consumer Comment

Best Buy is not Netgear...

AUTHOR: Ronny g - (USA)

How old was it? If it was under 30 days all you had to do was bring it back to Best But and they would have gave you a new one. They do not make their money by selling equipment they know is defective since most normal people would return it which COSTS them money. Now if it was after 30 days you still could have brought it in and saved the 80 dollar charge for them to come out and then decide if you want a more expensive router.  You state you felt "trapped" since the geek squad guy only had a more expensive one but you were not trapped unless he hand cuffed you to something which prevented you from going back to the store to exchange the router? 

Best Buy is not number 47 for FY 2011 of the fortune 500 because they are stupid enough to intentionally sell defective product hoping you call a geek squad guy to upsell you. They are successful despite the economic crisis because as tough as it is they actually put some focus on customer service. But they are aware as well that they can not satisfy everyone so to those amazon and Walmart might be a viable option to shop for consumer electronics.
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#2 Consumer Comment

Think about it...

AUTHOR: Robert - (U.S.A.)

Does Best Buy stock bad routers on purpose, making people think their system needs attention, encouraging a trip from Geek Squad,

So using your logic Best Buy goes to Netgear and asks them to give them bad routers, but just enough so that they don't get "caught".  They then intentionally sell these bad routers on the gamble that instead of you just returning it and getting a different one that you will call Geek Squad.  Then when Geek Squad squad comes out they are still able to "upsell" a new router.   You would have to admit that this is a lot of work and trouble for what is really a very small part of their business.

Look, I am no fan of "Geek Squad" and personally would never use them,  but I doubt that this is happening as you seem to be thinking.  More likely is that the "more expensive" router that he had was one he was familiar with so he knew HOW to get it to work.  Where the router you had was one that he may not have even installed before.  I am not saying that it wasn't a bad router or wasn't compatible with your setup, but it may have been totally fine.

I would actually be a little more concerned about the additional information he was asking for.  You didn't say what this information was but if it was stuff like the full number, security code, and expiration date you may want to be very concerned.  I would contact the store directly and let them know the situation to see how accurate this guy is in his statements.
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