Best Buy — Attraction in Union City

I upgraded my cell phone at this Best Buy store with trade-in, but this Best Buy store did not record the trade-in onto my Verizon account properly. So, I have not received any trade-in credit. The transaction happened in early January and now it is mid February.

To be more specific, a Verizon representative confirmed my trade-in has not been recorded by Best Buy. I don't know why this happened or who between Best Buy and Verizon made a mistake. But I was able to at least talk with Verizon representatives who confirmed Verizon's story. Unfortunately, Best Buy reps were not able to handle the case fairly and all they did was advising me to visit this store again. Then, I have called the store and waited for long time, but they has not answered. So, I emailed the store and later a person from the store called me and told me I had the option to mail in the trade-in phone and Best Buy is not going to do anything to make it right.

Actually, I visited the Union City store 3 times when I upgraded my phone in January: First time, they didn't allow me to pick up my new phone because I didn't bring my trade-in (I wanted to mail my trade-in phone as I did with Verizon before, but reps at the Best Buy Union City store didn't allow me to do so. Instead, I was required to bring my old phone in to the store). Second time, one of the Best Buy Union City store reps told me to come back tomorrow, but they did not work next day (only curbside pick-up was available, but I had to meet their reps for trade-in: It turned out that the eps at the Best Buy Union City store gave me an inconsiderate advice for me to “come back tomorrow with your old phone”). Third time, I finally traded in my old phone and picked up my new phone. But now what I found is this Best Buy store has not recorded the trade-in transaction properly with Verizon and so I can't get trade-in credit. Moreover, reps working at the Best Buy Union City store just don’t want to resolve the issue in a sensible manner.

As mentioned, I don't exactly know who between Verizon and Best Buy caused this trouble. However, I suspect it is this Best Buy store that caused this trouble, given the poor quality of customer services, the low quality interactions with customers, and insensible responses from the Best Buy Union City store.

I will probably not buy/upgrade my cell phones at Best...

I am a full-time caregiver for my mom who is bedridden. She is completely 100% dependent on me. Part of the tasks I have to do is to keep track of incoming emails for her health insurance, proof of income and her My Chart doctor notes -- all of which have a significant role in her health and well-being. One day two weeks ago, I was strung out and stressed trying to clean off my laptop with a disinfectant cloth. I forgot to turn the computer off to do this task and accidentally deleted the arrow-pointing mouse from the keypad. I tried looking up a way to resolve the problem online with my phone and even called a few computer-knowledgeable friends to help me. Nothing worked! I was now about 5 days in and needed to access vital information as we had an upcoming meeting with the Medi-Cal offices concerning my Mom's share of costs. Documents and numbers needed to be printed and I was at a loss.

A friend told me to take my laptop into the closest Best Buy and plead my case to one of the Geek Squad members. Naturally, I was a little apprehensive as we do not have the additional funds to cover any computer costs at this time. But, with a deadline looming, action was needed. So I went to the Best Buy at 31350 Courthouse Drive in Union City, CA and spoke to Geek Squad member Ray.

Ray IMMEDIATELY noticed that I was under a huge amount of stress and spoke to me compassionately. He listened to everything I said and paid very close attention which immediately calmed me down. He then took the time to address the issue I had with my Toshiba SATELLITE Laptop, recognized the problem extremely fast and showed me that the resolution was by pressing the F5 key - something that I could NOT find online!

The whole situation was resolved in under 3 minutes and I was EXTREMELY HAPPY and satisfied with Ray. Not only was he very helpful and courteous, but he also recognized that I was not in a good state of mind and spoke to me with honesty and took the time to have an actual conversation with me.

I will ALWAYS recommend him and Geek Squad at this location to ANY AND ALL friends and co-workers!

Amen, Brother and thank you!!!!!!!!!!!!!! 5...

Horrible Service! Called to make an appointment to clean my laptop from a spill since the keys got sticky. Phone representative told me they can clean it by opening up computer and put back together.. so he made me an appointment. I get to my appointment for them to tell me "Oh no, that's not a service we offer. We can't clean the laptop" and I explained how the representative on phone told me they can do that and why did he make me an appointment if they can't do that?? .. all the guy said was "oh, you must of talked to corporate because they don't know that we can't do that" I then asked why, what's the reason? I left work early loaded my son in car seat to drive down for nothing. He couldn't tell me a reason why all he said was they can't. So I called corporate number again in my car after leaving store and talked to a representative and explained situation. He said he didn't know why they rejected me because that is a service they offer and that they should be able to clean my computer. So he rescheduled me another appointment but I requested a different location to not have to go back to that store and get told no again. So the rep scheduled me for another appointment at a father location. I left work early again having to take my son in car seat again.. to get there and they tell me the same thing!! Total waste of time. This time the customer service guy at geek squad told me why they can't.. because it's a liability in case they try to clean it and it messes up my laptop more. I explained how this is the second time they sent me to an appointment this time driving even father. He apologized and said corporate doesn't know that they can't do that apparently.. so he recommended a place down the street that cleans laptops. Total waste of time!! Corporate and store need to get their wires straight and figure out what they can and can't do to not schedule people for a services...