I feel compelled to share this story: Best Buy is the only game in town when it comes to electronics in Sherman. Steve and I have spent hundreds, if not thousands, of dollars there. And they have officially lost all future sales from us over a $59.99 keyboard. A Logitech solar-powered wireless keyboard for a Mac to be exact.
I had worn out the option key on my old keyboard and went to buy a new one. I usually opt for a usb-powered keyboard because I don't like using up batteries. This solar power option seemed like a good idea. Got it home, put it to work and I really liked it. Until two days ago.
The keyboard stopped talking to my computer. It's not bluetooth, it connects with Logitech software and a little gizmo that goes into the usb port. I jiggled it and got it to work. Then, yesterday, it stopped connecting to my computer for real. I had to get the keyboard from my other computer so that I could try to fix this one. Luckily, I had another keyboard.
After reinstalling the Logitech software, it worked. And then a little later, it didn't (no matter how many times I whacked on it with my frustrated hands). Yesterday was chock-full of stuff like this. If I had a gun, I might just have shot the keyboard. More than once. Instead I found the receipt and took it back to Best Buy.
Have you taken anything back toBest Buy recently? Be warned – take a cot because you might have time to nap. They are now routing returns through the Geek Squad line. That means you could be stuck behind people with 30-minute problems. Which I was, along with some other folks.
I got to visiting with the man in front of me about the stupidity of this – expecially since there were five blue-shirted employees standing nearby chatting with each other. They looked relaxed and happy. I was not. He said he had noticed the manager walking by earlier. I decided to find her – after the nice man in front of me assured me that for someone so irritated I seemed to be remarkably calm.
I approached the group of blue shirts and asked for the manager. One said, 'What can I help you with?" I don't think she was the manager. I'll bet they have strick rules about calling the manager.
I was careful to keep my voice even and my words were carefully chosen. I do live in town and who knew who might be watching, right? I explained that their system of returns was not working and she said that they knew that! They were following the mandate from the home office. I pointed out that there seemed to be a lot of them doing nothing. She was so sorry, but there was nothing they could do. I think I said that her being sorry did no good at all. Then I went back to the line.
The group of blue-shirts knew I was hacked and they sort of moved away. The woman I spoke to went quickly to the back and darned if they didn't somehow figure out how to get another two people to help with returns! Yay.
So I take my keyboard to the person at the register and I'll be darned if I hadn't left the receipt in the car. She was able to look it up in the computer using my phone number and – here's big news – I had purchased it more than 15 days ago.
Best Buy has a new policy – any purchase more than 15 days old is non-returnable. I suspect that if I had pruchased the extra insurance policy when I bought the keyboard that I might have been able to return it. I never buy those things – it feels like extortion. This person was so sorry too. So, so sorry. There was nothing they could do even if they wanted to and she assured me that she really wanted to help me. $59.99 down the tubes. The thing isn't even good enough to use as a doorstop.
At this point I came very close to holding the thing over my head with the intention of smashing it to bits on the edge of the counter. (Have I mentioned that yesterday was not a wonderful day?) I didn't. Later, when I told Steve about this urge we decided that they would surely have called security. I might even have been arrested. Then it would have turned into a really, really bad day. Glad I didn't do that.
I have to have a keyboard. I went back to find a usb-powered mac keyboard and they did have one. But as I walked to the front to pay for it I decided that Best Buy is never, ever going to get another dime out of me. Unfortunately no one else in town has what I need so I am borrowing one from Steve's office and have ordered a keyboard online.
My mom pointed out that I have been really stressed for a long time. It's a combination of things that are just going to be the way they are. Other people have more stress and much harder lives. I cannot complain about my life. That said, it would be nice to relax just a bit. Maybe when this book is done…
Piece O Cake Blog 
I can sympathize with your feeling stressed and life continuing to add one more thing to the pile of stresses. Am there also.
Just wondering though, could you have called APPLE and talked to one of their reps to see if they could send you something that would work? Maybe overnight it to you? Yes, it might be more expensive but if you could get a decent product, it might be worth it. Some of the companies out there prefer to be all about the bottom line instead of wanting to give customers good service. Maybe corporate Best Buy’s attitude is why the company is in trouble.
And, letting folks on your blog know how you were treated may save someone else from having to deal with Best Buy-I know I won’t go there now. You do have a certain amount of power even if you don’t think you do.
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Does Logitech have a refund policy/warranty? I bet they do, but it’s going to be another hassle. But if you call them, at least they will know that their product is inferior and you are irritated….LOL!
What a hassle. And Best Buy wonders why they are losing market share…
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Yes, I actually did buy an apple keyboard. I like them and have always used them in the past. Thats whats on order… it should be here in a few days. If I didnt have Steves to use until then, Id have had to do something different.
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I haven’t bought anything at Best Buy for years just for the reason you are talking about. They have the worst return policy I know of. I would rather pay more elsewhere than take their crap about returning an item.
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Wow, what an experience! Kudos for keeping your temper in check. I’m finding that the older I get the less patience I have for certain situations (like dealing with a company that doesn’t treat their customers well!). Hope the rest of your week goes better.
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That stinks! Now I’m worried about the new (expensive) camera I bought a couple of months ago.
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Have you tried the manufacturer of the keyboard? This computer that I type this now was the same thing. It was bought at Staples; but Lenovo was the one that solved my problem. They sent me a new one after I documented that Staples was not going to help me. Apple is the company that I avoid this days due to some serious difficulties with many mother board replacements on my previous computer. They did replace the motherboard many times; but refused to give me a new computer. It got really old since my computer spent a lot of time at Apple. See, that are lemons everywhere. Good luck with everything. PS. I don’t shop a Best Buy if I can avoid it.
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I stopped shopping atBest Buy several years ago for similar reasons — I was trying to return a printer. Same result: long long wait, then so so sorry, but nothing they could do to help. Luckily they are far from the only game in town here in New England. I’ll never bother with Best Buy again. Sorry you had such trouble, but I hope your high profile will cause Best Buy to rethink some of their practices! You house is looking wonderful! 🙂
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I buy 90% of all shopping items online. Mostly from Amazon. No hassle returns and free second day shipping with Amazon Prime. Amazon is cheaper then any of the shops in my town. I buy all my quilting notions and fabric online.
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In Australia we apparently have consumer laws that state that goods must have a reasonable life and you can take your goods back to the store no matter what the “store” policy is and expect a refund/replacement/repair if the product does not meet that expectation (I recon 15 days is less than reasonable). Maybe you need to look into your consumer laws a bit more carefully. Our national broadcaster even had a TV Series about how much people are being ripped off by not knowing our consumer rights and it was educating people about what there rights were and what they can do about it. Found it very enlightening and I will never buy an extended warranty again because of it.
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I haven’t shopped at Best Buy for years because of their poor service and attitude that they are there for everything EXCEPT the customer. You have my sympathies. I can sense your frustration.
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I had similar problems with them over a dvr player. I complained up the line and never an answer. When a business fails, it usually is because of customer service. I found a little shop that repairs computers for a reasonable price. I especially like because it is run by women. They know how to talk to you unlike the Geek guys. I too wanted to scream at them also. By the way I took one of your day classes and loved it.
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I haven’t shopped at Best Buy in years. We used to buy computers, appliances and of course video games and systems. It seems like we were down there every couple weeks. But they kept getting worse and worse so they haven’t had our business for about four years. I do try to shop locally but Amazon is just to wonderful.
I wonder when they will figure out why they keep losing customers. It’s going to be hard to get them back even if they fix their problems because most of use don’t even think about shopping there. It’s been years since their name even came up.
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Recently I heard a story on NPR that suggested we contact the President/CEO of the store/company that does not serve our needs. I think they were talking about airlines. But, the person said that they ALWAYS get satisfaction when doing this! He said that no one every goes that far, so I suggest that you try. And, tell them that you have told all of your millions of best friends not to use their store every again 🙂 Give it a try!
Connie
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Hi Connie:
I just posted a short update. I called Logitech and they are sending me a new keyboard. No muss, no fuss. How about that!
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Like your other correspondents, I try never to shop at Best Buy. I agree about bringing a cot to wait in lines, but I’d also add–bring earplugs, as their music is overly loud and obnoxious. I can’t even hear my husband when he is speaking to me.
After reading about the Australian laws, I wish we had something similar here. And like many others, I travel to an Apple store (one is 30 minutes from my house, the other is 45), but I have that option and it sounds like you don’t.
And again, like others, I do a LOT of online shopping. It is not my preferred, but when a store does not focus on the customer, why should I shop there? I’m voting with my wallet.
Glad you are back in business! Hang in there!
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I can’t even fathom how Best Buy is still in business. I have also vowed never to buy another thing from them at least 8 years ago. I tried to purchase a relatively inexpensive item – $60 scanner. The cashier asked me not once, but three times, if I wanted to buy the “extra” insurance. On a $60 item? How stupid. I declined once politely. The second time, went like this: “What part of ‘no, thank you’ did you not understand?” Which warranted me a third request to buy the extra insurance. At that point I walked out of the store, leaving the scanner on the counter. Have never been back in a Best Buy store since. Extortion. That’s a very good description.
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