This is the final installment (actually, it's probably not) in the HP TouchPad saga I've been posting here on the Geekbauchery blog. The story of stupidity and total lack of customer service you're about to read is true. Best Buy, I wish you the same fate as the HP TouchPad!
After checking the store hours online, I showed up before their posted 11am opening time to find the store already open. Turns out that the store opened early, this weekend only, for Back to School. When I found out that Best Buy was out of TouchPads, I asked for a manager.
After checking the store hours online, I showed up before their posted 11am opening time to find the store already open. Turns out that the store opened early, this weekend only, for Back to School. When I found out that Best Buy was out of TouchPads, I asked for a manager.
I told him the events that happened yesterday: after having been given a TouchPad, filled out the paperwork, and waited in line to check out – they were taken away from us.
All he said he could do is apologize and then directed me to a girl that handles the phone line to call other stores to see if they had any left in stock. She called about 3 stores and then gave up (one of which she never got a hold of because they too wouldn’t answer their phone calls). When the manager came back to explain that they were out of them completely and that they had 5 left this morning but people were waiting for them at 7am and they bought them all and that I should have come in then to get one. I told him that I probably would have been waiting this morning (like I was YESTERDAY) if someone had actually picked up the phone last night and answered my questions. Being on hold for 20 minutes is unacceptable. He insisted that the situation was either completely corporate Best Buy’s fault or mine and that there was nothing he could do about it.
I FIRMLY told him that it is not corporate Best Buy’s fault that you gave customers products, had them fill out forms and then refuse to sell them while they were checking out. That is your fault and as such is your responsibility to make right. He then said “well you weren’t going to get them for the reduced price anyway.” I told them I already knew this – and I knew this because they actually told us how to price match if we saved the receipt! He also mentioned that I should be complaining to corporate Best Buy and not him.
All he said he could do is apologize and then directed me to a girl that handles the phone line to call other stores to see if they had any left in stock. She called about 3 stores and then gave up (one of which she never got a hold of because they too wouldn’t answer their phone calls). When the manager came back to explain that they were out of them completely and that they had 5 left this morning but people were waiting for them at 7am and they bought them all and that I should have come in then to get one. I told him that I probably would have been waiting this morning (like I was YESTERDAY) if someone had actually picked up the phone last night and answered my questions. Being on hold for 20 minutes is unacceptable. He insisted that the situation was either completely corporate Best Buy’s fault or mine and that there was nothing he could do about it.
I FIRMLY told him that it is not corporate Best Buy’s fault that you gave customers products, had them fill out forms and then refuse to sell them while they were checking out. That is your fault and as such is your responsibility to make right. He then said “well you weren’t going to get them for the reduced price anyway.” I told them I already knew this – and I knew this because they actually told us how to price match if we saved the receipt! He also mentioned that I should be complaining to corporate Best Buy and not him.
I then lit into him, I didn’t scream but I was insistent – that he should be taking some kind of responsibility for this situation and should find a way to correct it. It is his job as a manager HE is representing his store and HE needs to advocate for me to corporate Best Buy not ME. Yesterday it wasn’t corporate Best Buy that had taken TouchPads away from customers after promising to sell them. Once he had given customers the product, fill out forms, and wait in line he should never have taken the product back – that he should have contacted corporate Best Buy and have found some way to fix it. He also could have taken the forms everyone had filled out and left TouchPads on hold or tried to contact them (they had our name, phone numbers and home addresses)
He should not be constantly blaming corporate Best Buy OR me for his inability to grow a backbone. I told him I have been a rewards member all the way back to the days when you actually had to pay to be one and that I had never seen such terrible customer service before. Anyway I am done – never really was that upset about missing out on a crappy product like the TouchPad but it is unbelievable what counts for “customer service” these days. Never again Best Buy – never again.
He should not be constantly blaming corporate Best Buy OR me for his inability to grow a backbone. I told him I have been a rewards member all the way back to the days when you actually had to pay to be one and that I had never seen such terrible customer service before. Anyway I am done – never really was that upset about missing out on a crappy product like the TouchPad but it is unbelievable what counts for “customer service” these days. Never again Best Buy – never again.
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