Do Not Deal With Best Buy, Geek Squad, or Precision Camera!!!

Best Buy, Geek Squad, and Precision Camera...

My worst issues with these services came since last year. They have lead me to protest the services provided by these three entities and to provide a warning to any that choose to use them.

To catch up on the current situation please read my earlier blog written November 3rd of last year.

http://dvdeluxe.blogspot.com/2011/11/geek-squad-is-worthless-sometimes.html

In that blog you will read that I had a fairly positive first experience with Best Buy's Geek Squad but suffered from a very poor second and third attempt at having my camera properly repaired. Eventually I did receive my camera and the issues I had afterward were too negligible to write about. Sadly 5 months after that experience I am forced to write, again, about the poor service I have received on the part of these three services.

Last month, I almost suffered a major loss as my camcorder began making very loud whirring noises, right before I was to film a wedding. After a few on/off attempts, and lots of prayer I was able to get through the evening. I immediately went to Best Buy the next morning to explain my problem.

This was to be my 4th visit for this camera and under Best Buy's "no lemon" policy, my camcorder should have been replaced. To my surprise, however, I was told they're was no record of my initial visit and that this was on record as being the third attempt. Since I was assured that computer NEVER make mistakes, as well as the employees that use them. At this time i'd like to quote my last situation in November 2011;

"I called the number and using the service order number given to me I was told that the device had been repaired and sent back to me back in 2009! upon further inspection they discovered that the same number was referencing a older camera I had repaired in 2009 and that they had no record of my current camera."

This was a losing battle on my part and I was more concerned with getting my camera back as soon as possible as it was my primary source of income, so I conceded, let my camera be sent out for repairs once again. This all occurred on April 15, 2012. The expected return date was April 27, 2012 as noted on my service contract. So I waited, and waited, and waited...

This is the ONLY praise I can find with Precision Camera, the business that the camcorder was sent to for repairs. They kept in touch! The 27th came and went, and I was very frustrated that I would have to go through the same ordeal that plagued me in 2011, but then I started receiving calls. I was being regularly updated by Precision Camera on the progress of my camcorder. This meant the world to me, and gave me the there extra patience needed to wait for my camera to return. It was my understanding that the delay was because of the wait on parts that were ordered. That's understandable to some degree. At the very least, it was a huge step from what I went through before.

Fast forward to 26 days later...

Today, May 11, 2012, I went to pick up my camera. They brought it out and I looked over the paperwork. According to the service papers,  only the lens and bottom housing was replaced. I was very impressed with how different those two things made my camera look until I checked the files within my camcorder and realized that in actuality I was not holding my camcorder but someone else's.

It is no exaggeration to say that I have spent hundreds of hours recording with my camcorder and that I know every scratch, scar, and label on it. For Geek Squad to force me to believe that this is my camcorder is like a daycare provider trying to convince a parent that a child they never saw before is theirs.

Very coldly I was told, again and again, "I don't see what the problem is." Here are the 2 major problems.

1. If this is, in fact, my camcorder, you performed unauthorized, unnecessary, and undocumented work to my product. The hard drive DID NOT need to be replaced. I was offended by the speculation that was made that I was lying about the contents of the drive.

"We don't check the hard drive. How do we know that footage wasn't already there?," they said.

Well allow me to use, only the information on hand at the time, to explain why that speculation is near impossible. The events of last year, that they have in their computers, show that the reason for my visit in October of last year was due to failed hard drive. They have, on record, that the drive was replaced. That would mean that any information found on the drive would have to start from the date that I got my camera back from Best Buy. Therefore it is impossible for this camera, if it is indeed mine, to contain footage taken from December 27, 2009 all the way to April 30th, 2012!

This means that I have gone from a hard-drive that was newly replaced, to a 3 year old drive that could go up at any time.

2. If my hard drive did need to be replaced, quality assurance was not taken in assuring the privacy of the contents of digital media. I find the repair and reuse of digital storage media an unsafe practice, compromising the privacy of customers. Especially when care and thought is not taken in making sure the contents of these devices are not thoroughly erased. In my camera I have this persons name, his wife's name, his children's names, where he went on vacation, his children's sports activities, his job and workmates. No one else should have access to this! And if I have his hard drive, who has mine!?

Geek Squad's response?

"What do you want us to do about it? Precision Camera is not going to replace your camera."

I want to know that my privacy is being protected went I intrust my hard earned equipment to you.


I want service to be performed in a timely fashion that merits the additional $200+ i give you for "Premium Black Tie" Protection.


I want to be respected when I have a grievance and consult you with the utmost respect.


I want written policies to be honored.

What I want, I cannot get from a company that has distanced themselves so far from the people they serve that I can't even be supplied with a higher contact to seek further resolution.

This camcorder, with it's extended warranty that expiring in 2013, is the final tie I have to this pitiful excuse of a company, after which I will never do business with again.

I don't normally beg for comments but I'd love to know if anyone else is going through this below.
Take care of yourselves...

Geek Squad is Worthless Sometimes

OK I'm seriously disgusted with Best Buy, Geek Squad, and Precision Camera right now...

Why?

I share my  abbreviated complaint with you below:

I bought a $1,200 camcorder a few years ago with a black tie premium plan. I've been a loyal customer with best buy since 2002 and I ALWAYS get the extended warranties. Sometimes I end up needing them and I've been impressed with the service for the most part.

Last month, however, I needed to use the camcorders service plan for a repair and it's been a NIGHTMARE. October 5th I took my camcorder in because the internal hard drive was having problems and I kept cutting off. That was the only problem at the time. I was extremely concerned with the timing of this problem because I record weddings and in a little over a week I was going to be recording another wedding. Geek Squad assured me that within 7 days they would hear back from Precision Camera (the company handling the repair) on whether the camcorder would be repaired or if a replacement was in order. Also of note is that this is the second time i have had to go to Geek Squad for this problem on this camcorder. Well they took the camcorder and I waited. 7 days later (October 12th) I received a email from Geek Squad saying my product "was in good hands". Upon using the service order number given to me I discovered that the only entry was that the device was checked in and awaiting shipment on October 5th!

I called Best Buy and Geek Squad assured me that the device had been shipped and gave me the direct number to Precision Camera to see for myself. I called the number and using the service order number given to me I was told that the device had been repaired and sent back to me back in 2009! upon further inspection they discovered that the same number was referencing a older camera I had repaired in 2009 and that they had no record of my current camera.

I went to Best Buy in person to explain the entire situation and Geek Squad sent a "Escalation" to find out what happened. Two days later the site updated and said that on The 14th my product was received. The same day It was assigned to a tech.

In the mean time I had to borrow money to buy a temporary camcorder to film the wedding and a $500 camcorder cannot compare to a $1200 model.

On the 18th the site updated with the status "Final Inspection, Awaiting Shipment" followed by "Picked up and Closed" and I immediately became panicked because I received no phone call and did not pick up anything. I went to the store and they told me that in they're system UPS delivered it to my house, a delivery that I DID NOT ask for. They then noticed that the delivery was post marked for the same day and that it would be impossible for a Texas to Baltimore MD delivery that quick, so they found a tracking number to give me. The next day my camcorder came in the mail and it was in worse condition than when sent. the LCD screen flickered badly and from the looks, the hard drive was worse too. With another event days away I was VERY irritated.

I took it to best buy and Geek Squad said all they could do was send it back out. They said they would escalate it and it would be their the next day to get repaired.

I had to once again buy another camcorder and pray or the best. According to the website it was shipped on the 19th and Received on the 24th (not next day as promised.) On the 25th it was assigned to a tech and as of November 3rd I still wait.

I have a larger event this weekend and no decent camcorder and I have lost all trust in Best Buys protection plans.

Don't get me wrong Geek Squad seemed very helpful but they can care less about the fact that you are without a product that you invested long and hard for over a month, and that they're only solution is o come up with more money to buy a temporary solution. If I was that rich I'd already own 2 thousand dollar cameras!

Rant over... update to be posted whenever this is resolved...

Best Buy Follow-Up Blog

A few day's ago I gave a few tips on buying "open box items from Best Buy stores. If you missed that one check it out here.

Well, I ended up going back to Best Buy with my findings and I'm sad to say things didn't go well. I explained the situation to the store clerk and he proceeded to check the computer for the price I saw. To my surprise he said the item was not in their system. He asked me when I bought it and I said a day ago. He then scanned the SKU number and found no difference in the price. I went home and did the same exact search my self and found nothing on the site. So either Best Buy has taken interest in my blogs and has spies trailing me 24/7 to keep the man down or by sheer coincidence I bought a item on the LAST day it was available and got screwed...

You win this round Best Buy... No love lost. If only I could have gotten back to them the same day, but that would a have meant taking off work, and in the long run that's not worth 10 bucks...

Oh and to add insult to injury, last Sunday, Best Buy sent me a coupon for 10% off any open box item. A tad late to the party don't cha' think.

See ya next blog.

Open Box? Best Buy Shopping Tips

Lets talk a bit about Best Buy.





Not really going to go on a rant here, although there are SO many things i could say about Geek Squad. Today I'm gonna touch more on their "open box" items. Basically they are either returned items or floor/display models that are being sold at a discount price.

For the most part it's the same as buying a new item with the exception that sometimes there are missing parts. To my knowledge Best Buy does a good job detailing what may be missing from said equipment but I'd love to hear comments saying otherwise. I've bought open box items many times in the past and I can honestly say that I've never had a problem with a used item that made me wish I bought it new (from Best Buy.)

So then what's there to talk about? The pricing. Take this example:

I recently saw something I was interested in buying and I had 3 choices. The "new" which was priced at 79.99. A "open box" item that was previously returned with all components at 69.99. And finally another "open box" item that was missing the manual and the actual box it came in, for 79.99! Obviously something didn't make sense and after asking a few questions I discovered that the ORIGINAL price of said item was 99.99 so the 79.99 price tag was a discount from that, ($20 off.) Some time later the item went on clearance for 79.99 and thats why the other open box item was even cheaper.

Which leads me to tip #1; compare prices of identical items. Mistakes are made all the time so don't get caught paying too much for something that recently went on clearance. If you see a discrepancy don't be afraid to ask questions.

Well, it turned out that both "open box" items were supposed to be marked as 69.99. And that leads me to my next question. Why? Why does a item missing parts get the SAME discount as a item that is new, with the exception of being opened once before. They told me that it has to do with the age of each item, but that really didn't help explain anything.

I ended up getting the one that still had a box and manual since it felt like I'd be getting the smarter deal and went home. I decided to do some price comparisons to see if I could have gotten a better deal somewhere else and I was surprised to see a 69.99 price tag... from BEST BUY'S WEBSITE! So, in the end, I ended up paying the regular price for a open box item.

Tip #2; always compare online prices with retail locations. For the most part large stores like Best Buy all go by the same price structure so the website would probably be the most accurate source for price updates. Just make sure that any online pricing is not exclusive to online promotions or deals.

Now comes the fun part, going back to the store to question the price discrepancy. Tip #3; make sure that if you complain about a price difference that it's actually for the correct model. Check model numbers. Sometimes discounts only apply to certain models or packages so don't start a fight you cant win.

Well I'll make a future blog with the results of my investigation, but before I close, just one more question. If the original price was 99.99 and the open box discount was $20 off, then shouldn't the 79.99 price been $20 off? What should the discount be for the 69.99 price tag? Also, how much money would need to be on the line for you to want to dispute pricing? Leave your comments below and see ya' next blog!