Customer Service: The Best Buy Experience

We purchased a new computer and monitor from BestBuy when we moved into our new warehouse a few months ago. We also purchased the BestBuy Black Tie Service Plan. The salesperson was confused about whether or not we needed to have antivirus software installed by BestBuy GeekSquad as a contingency of the plan. She asked a co-worker to verify the requirements of the plan for her and then advised us we needed to have BestBuy approved antivirus software installed by GeekSquad.

We had already purchased Antivirus+AntiSpyware software within the previous year and wanted to install the software we had already paid for onto the new computer. The sales rep advised we could bring back the computer and OUR software for the install, but that it HAD to be installed by GeekSquad or it would invalidate our Black Tie Service Agreement.

A few days later we dropped off the computer tower as well as OUR copy of the Antivirus software to GeekSquad for installation. GeekSquad seemed very confused that we were asking them to install the software for us even with the work order filled out by the original sales rep. The following day we received a call that the software we supplied was not compatible with Windows 7 on our new PC and that we needed new software. After some discussion, we were advised they would install a new version of the compatible software and that the computer would be ready for pick up the following day.

Upon arrival, GeekSquad could not locate our computer. After a slight wait, they located it on a workstation rather than boxed up and ready for pickup. We were given a new copy of Antivirus software with the computer and sent on our way.

Upon attempting to setup the computer we received an error message that our new antivirus software had expired and to purchase a full version, visit the software website. Looking at the original software and the software we were given by GeekSquad at pickup showed that both discs were identical...compatible for Vista or XP...not Windows 7.

We paid $29.99 for a software install. Free trial software was installed on our system which then expired within 30 days. It would have been less time-consuming and cheaper to spend the $29.99 on the new software and install it ourselves.

Out of frustration, we took our disappointment to Twitter:
Coral at BestBuy (@Coral_BestBuy) contacted us to determine the problem and offered to find a solution. Ultimately, within minutes of relaying our story, Coral offered to send us new, compatible antivirus software and reversed the $29.99 software installation fee that we were charged in store. We received the antivirus software within a week of resolution and couldn't be more pleased with the timely assistance by BestBuy! Kudos for customer service that went above and beyond!

Allison B. Kontur
www.BathBodySupply.com