Best Buy — Local services in Albuquerque

I purchased an Asus computer from Best Buy in March 2023. It wasn't the first computer I had purchased from them, but it will likely be the last. I had learned never to purchase a computer without purchasing a warranty because anything can happen. I purchased the three year warranty with this one just as I did with the Dell I owned before. On Tuesday, November 19. My display stopped working. So, I made an appointment on my phone to go in at 8 pm. When I arrived there a Geek Squad representative who I later learned was named Dom spoke with me. I explained that my display was not working. He did not write anything up for the technician. He immediately jumped to having to send my laptop off and it would be away for a minimum of two weeks. He seemed to enjoy delivering this news to me. I was surprised. I am used to the Geek Squad members allowing the technician to examine it. I asked if there were anyway the technician could have a look. He seemed reluctant, bit when he asked the tech, the tech agreed to look at it. Dom told me I could walk around the dtore until the tech had a look. About twenty minutes later, Dom walks over to the computer section where I was hanging out and informs me that the tech was able to get my screen up and running. I walk over to the Geek Squad counter and Dom tells me that even though I have the three year warranty, it is going to be $40. I thought it was a joke. I said, "I'm not paying that. Let me speak to a manager." When the manager came over, I explained to her that I was never told that I would have to pay any money. Why would I expect this when I purchase a three hundred dollar warranty. Dom stands there and lies to her. That is what really sent me over the top. I have purchased so many items at Best Buy and always because of the warranty. However, most of these items could have been purchased from Amazon and Amazon offers the Allstate or Asurion warranties. This year alone I have purchased a Blue Parrot 450 Truckers Bluetooth Headset, Two types of One Blade razors, An air fryer, a coffee maker, and another Phillips haircut accessory. All with warranties. I have learned my lesson though. To be fair I was able to speak with the manager, Shawn that night and I came back to express my dissatisfaction with Dom the following day. Still, I find myself unwilling to make another purchase. It just feels...

Fulfilling an exchange on a product at the Rio Rancho location (which has great customer support) my item to swap was out of stock, but was in stock at the Albuquerque location. The Rio Rancho location took my item and said it would be an easy swap.

Driving half an hour to the other side of town, I was told that the item was "no pick" (meaning their inventory system said it was there, but physically they could not locate the item.) I asked for a manager to assist me.

The supervisor claimed she would go check stock again. After 10 minutes of waiting, she told me that they couldn't find it, but even if they did, they wouldn't because the product I returned was a lesser version than what I was asking for. Without getting into the specifics, it's a pretty easy thing to delineate: one version comes with attachments and features the other packaged version doesn't. She was trying to tell me the version I returned a half hour ago was the lesser version, which is crazy, because I returned it in the carrying case that the version they were trying to sell me, doesn't include.

After another 15 minutes of conversation, she called me a liar, said that she wouldn't assist me further, and if I wanted to fix things, I would have to go back to the Rio Rancho location. I suggested she call that store to corroborate my story - in less than 5 minutes, we could have had my story confirmed. She told me it was physically impossible to call the other store as their phone system doesn't work that way.

Anyhow, I left, returned to the Rio Rancho store where they said she called and told them I would be returning. So not only did she not want to help me, she lied and when given the opportunity to pursue a path toward fixing the issue.

I've been in professional service and customer support roles for the past 10 years, and it is such a mind blowing thing to find people in management roles who have absolutely no interest actively assisting customers and fixing their problems.

Out of respect for the manager as a person, I will not identify her, but I caution anyone who would visit this store. Just go to the Rio Rancho location. Unlike here they will actually try to solve your problems rather than waste your time and insult you. If it weren't for the good people at the Rio Rancho location, this experience would have had me write off Best...

DO NOT BUY WARRANTYS FROM HERE. This was probably the most frustrating trip to best buy I’ve ever had, i went in to buy a speaker and exchange my expensive mouse that I had a 2 year warranty on, I got up to the counter and handed the lady behind the counter both items and said i want to buy this speaker and exchange this mouse with the warranty I have on it and she said “ok exchange this” as she picked up the mouse. I dont know if i should have painted her a picture but she ended up putting the mouse into store credit and taking it off of the speaker price. I was so dumbfounded I stepped back got out of line and went and grabbed a new mouse, got back up to the counter and started talking to another cashier which said that i should have been able to get a direct trade, old mouse to new mouse but then I mentioned that she messed it all up which caused him to call her over so she started back pedaling and started to blame it all on me for her misinterpretation. i told her that now instead of paying for just the speaker i have to pay for a new mouse that has come up in price since i bought it even though i bought a warranty for it. LADY let me teach you some math since you brought out a piece of paper and confused yourself on what you where trying to explain to me causing you to call over a manager. If I paid $92 (on Black Friday sale) for the mouse not counting the 2 year warranty I also bought for it and the speaker for $186 why should I pay the difference that you guys marked the mouse up to the mouse is now $170, like what was the point of buying the warranty, look up the definition of a warranty its to fix or replace the broken Item. So i know that ive been rambling on all over the place but in the end, I asked if i was just able to get my old mouse back and pay the speaker in full, they said no because of their Mistake, and then the same lady had the audacity to say that even if i got my old mouse back I would still be paying the same if I only bought the speaker, news flash $186 is cheaper than spending $263 on the speaker that was halved in price because of their mistake and a brand new mouse. And the manager was no help, walked over and couldn’t catch a context clue if it fell in her hands. Nothing will probably happen in with any of this but i just needed to rant after...