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: On November 29, 2002 my girl friend and I entered your store #51 located at 2111 North Rock Road, Wichita KS 67206 to purchase a computer. We noticed that the voucher was valid for 2 days, the 29th and 30th. After much discussion with your employee (Jarius) whom we deal with quite often we selected the Sony Vaio that we wanted. We explained to Jarius that we would return on the 30th to purchase the computer. Jarius gave us the spec sheet for that particular computer so they can hold it until we returned on the 30th. : 6:07 pm November 30, 2002 we returned to your store to purchase the computer that we had waiting for us. Upon speaking to Jarius again he stated that the computer was sold from underneath us. Jarius seemed as if there was nothing that could be done. Disappointed we asked to speak to one of the managers of the store. The particular manager we spoke to was Chris Grant. Chris put together another package that was comparable to the computer that was previously being held for us. We were very excited since we were told this PC was of greater value per the performance aspect of the spectrum. 6:46 pm at this point we head over to the check out counter to purchase the machine, Jarius was very helpful in recommending components that he felt were necessary for our configuration. When I mentioned to Jarius that we are college students that needed to stay with in a particular budget it seemed as if the quality of his demeanor began to plummet. He didn't understand why we did not want all the "extra" components, and the situation arrived to the point where I just had to flat out state "No I'll take the computer only". : 7:03 pm Jarius hands us over to Duncan who works at the service counter. Duncan wears a black shirt indifference to the blue shirts that all the other employees wear. Duncan "highly" recommends the Norton anti-virus to be installed by Best Buy (BB) technicians, upon declining the anti-virus software Duncan seemed to be slightly agitated. Duncan begins ringing up the items we are very anxious to purchase. 7:20 Duncan is still ringing up items and asks me to sign for the service agreement that I have read. I ask Duncan (What did I read, where is this service agreement?) 7:25 Duncan returns with the Service agreement (SA). Duncan takes it upon himself to explain to me what the SA is composed of, after seriously taking Duncan's suggestions into consideration I commence reading the SA. Duncan was obviously irritated at this point and begins helping other customers. 7:33 I signed the SA and Duncan continues to ring the items up, after running into difficulties Duncan turns to a fellow co-worker (Tish) for her assistance. Tish continues to ring up the items and rebates. 8:10 Tish has decided to cancel and re-ring all the items and rebates. In the middle of ringing up all the items Tish decided to walk over to the registers and start visiting with some of her co-workers. It turns out that Tish was actually done ringing us up, but failed to bring that to our attention. : 8:15 we carefully look over our receipt and check it for errors, to our surprise there was an error of $50 plus dollars. By this time we have noticed that many other customers purchasing computers have come and gone. 8:17 we look around for Chris Grant so he can clear up the issues we have with our receipt. Multiple times we ask to have a manager attend this issue that we are having. 8:50 no manager and yet quite another long wait, I decide to hunt someone down so we can get out of your store. This is when I found Jarius helping another customer, I explained our situation to him and he was very helpful in straightening out the $53.13 amount that was over charged. From here Jarius left us with Rachel to finish our check out. 9:30 Rachel finishes the checkout, refunds the $53.13 back to my card and sloppily staples the receipts to the PSP. At this point Rachel is finished and decided to leave the service desk. My girl friend and I, very anxious to leave your store wonder on the whereabouts of our PC? None of your employee's bothered to give us our PC so we can leave. 9:45 furious with the service I physically had to walk behind the service counter and wheel our PC from behind the service counter. We departed your store at 9:48 pm. : After extensive research via [ www.sony.com ] it has come to my attention that the computer package that was supposed to be of greater performance (RX-860), is actually a slower machine than the 2.66 GHz machine that was initially being held for us. The only difference between the (RX860) and the (RX830) is the processor speed. Your employee "Jarius" ensured us that the (860's) graphics card was much better than the (830). Both machines contain the same SiS 651 integrated graphics card! Selling us the 2.4 Ghz machine at the price of a 2.66 GHz is a fraudulent endeavor by your company and its' personnel. : Shopping at your store was a nightmare! Purchasing a PC is supposed to be an exciting and joyous time regardless of how much money is being spent. As the hours past while we were stuck in your store, your number one competitor Circuit City was increasingly appearing first-class. As time passes now, the people who bought PC's at your store today most likely have gone home and assembled their PC's, while ours sits in the boxes unassembled. Nobody leaves their PC's in the box for this long! The excitement...gone, by the time "the powers" at Best Buy read this we will have already returned the Sony Vaio personal computer, and purchased the same model at Circuit City. I will definitely share my experience I had at BB today with everyone that I know using all forms of communication, in addition to recommending Circuit City. One person can make a difference. : Regards
: ***This currently sits with the upper management of Best Buys Corporate office.***
: What do you guys think? I was also thinking of getting in contact with the BBB and the local media...WWYD?? Your thoughts are welcome.
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