Best Buy — Local services in Tucson

I bought a new hp envy here and it has been the worst experience ever. The extended desktop (or even duplicate screen via hdmi) is latent and choppy. I tried every possible resolution and refresh rate (hz) on multiple types of displays and screens ranging from 720's to 4ks and it still runs choppy. Unfortunately to my dismay I found this out after the 15 day return period ... but luckily I bought the 300 dollar 3 year geek squad protection, OR SO I THOUGHT! it was sent away for repairs the first time. It was diagnosed and the service center says they ran every hardware test and diagnostic and no problems were found. I picked it up brought it home and the 2nd screen still had latent issues .. I decide to bring it in and show a geek squad manager ALEJANDRO (big fat liar) and we hook it up to a screen provided by them... I show the agent the latency/skipping, he says he sees it. I sign my paper and get no other documentation back and he doesn't review the notes with me and I think nothing of it because he's really nice to me. The computer reaches the shop and the tech that is assigned sends me an email stating that he has run every diagnostic and test and it is "THE SAME AS STORE RESULT, HOOKED UP TO SECONDARY MONITOR AND PLAYED TEST DVD AND NO LATENCY." Now wait, same as store result? I get the computer back and I read the notation and agent ALEJANDRO stated that "customer brought in laptop and hooked it up to in store monitor and didn't show latency." So he lied, miss notated and then smiled and waved as he screwed me over. Now I have to address this with 2 other geek squad managers. They tell me that because he isn't there and his notes say he didn't see anything then they cant prove that there is a problem. And they proceed to tell me that I will have to show them AGAIN. So I go home and retest and its still doing the same thing so I call and tell them I am coming back in with my 42 in so they and the rest of the managers can see. And of which they do! I spend an hour showing them (caleb, torry) that the secondary desktop in 1080 is latent no matter what refresh rate I use I use a 720 movie file played from the hard drive to show them the latency. They even suggest putting in a dvd (dvd quality which is like 480) and not even an hd dvd, and it runs choppy. The notate and review the notes with me and I think they are trying to help me and then the notes say that they tried playing things in 1080 and it runs choppy after I proceed to tell him yet again that I have triedd every resolution and it is latent caleb tells me that because I only showed him 1080 that is what he has to go on. So now they are trying to disprove me by saying im running to intensive of a resoution. He says he cant alter the notes since he put them in already and made the repair ticket. It gets sent away for a third time with notes that they can confirm the latency... it gets to the service center and is assigned to a tech and 6 minutes after wards its done with repairs... the notes this time say that the hdmi port has a max capability of 1080 and that again there are no problems. Only it says the video file I was playing is 720 and im outputting at 1080 so the quality is diminished... QUALITY DOESNT MAKE THE MOVIE RUN CHOPPY OR SKIPPY!!! IF THE MOVIE IS A LOWER QUALITY THEN THE RESOLUTION ITS BEING PLAYED ON IT SHOULD RUN FASTER!!!! FASTER!!!!! So again now they even tell me that 1080 is a capable resolution of this computer yet the geek squad managers cant even play a dvdrip quality DVD (not a file AN ACTUAL DISK) smoothly. So again I get the run around all because I couldnt show him that All the resolutions skip. They tell me that the gm has denied my request for a junk out under the lemon policy because the laptop has to be FIXED 2 times for the same problem and if it cant be fixed they rplace it... but the say there is nothing wrong. bought a warranty that says if its broken or has a prob NO MATTER WHAT IT HAS TO BE FIXED! Im still in the situation and am now escalated to the gm... DONT SHOP HERE! FOR THE LOVE OF...

The worst Best Buy in existence. Do not shop here unless you want to risk losing money often. It's like gambling except there's no payoff!

I've always shopped at Best Buy, they've been pretty good to me and I'm a platinum rewards member, except when I moved to Tucson and started to use this Best Buy. Nothing but problems. I've had 2 major incidents and quite a few frustrating minor incidents, but I'll go into the major incidents in detail.

Incident 1:

I had bought a laptop from them and 1.5 years down the road it started to die. I had installed a SSD alongside the normal Hard Drive and questioned if that would be a problem for repairs. They assured me not.

2 days later I get a call asking which drive was my personal one, which I informed them as such, confirming that they were not to touch that one.

2 days later I get my laptop back, but somethings off. They had taken my Solid State drive out of my laptop, and had partitioned the hard drive to make it appear like I had 2 drives installed. There is no reason anyone would ever do this unless they were trying to cover up the fact that they had stolen a hard drive.

Upon coming to talk to their team, we got very angry people accusing us of lying. Needless to say, after a very annoying evening, I got my Solid State back a few days later after they 'found it.'

Incident 2:

I had bought a TV, a pretty expensive one at that, but I was going to leave it in the box for a few months until I had my new place where I could put it. It dawned on me that I should take it out of the box to check it. After turning it on, it became clear the screen was cracked very slightly in the lower left corner. So off to Best Buy I go.

They told me no, that it was "obviously" because my fingernails had pierced the screen when taking the TV out of the box (what?). They claimed the proof was because there were fingerprints on the crack... Obviously because once I noticed the crack, I touched it to see if it was external or internal. They also said the box wasn't damaged so therefore no return. (So I guess if I hit the box with a hammer they would have accepted it right?) They tell me to get the General manager

Here's where things get interesting.

The general manager tells us no. We ask him to inspect the TV and he pulls it out by the sides. Then he gets the Geek Squad manager to come and inspect the TV. The crack is on the lower left of the TV and the Geek Squad manager takes one glance and says "oh yeah, that's fingers." He claimed that the damage is caused by pulling the TV out by the sides. He very snarkily said "it's right here on the box, see?"

Wait a minute. THE GENERAL MANAGER JUST PULLED THE DAMN TV OUT BY THE SIDES TOO!

So we pointed that out and the Geek Squad manager kind of stammered for a bit.

So here's the thing. We talked with numerous Best Buy managers from other stores, and they claimed they do returns on TVs like this all the time. When we brought this facet up, he claimed, well that's their policy, not ours.

SO THERE YOU HAVE IT! If you buy from this Best Buy, be prepared to lose a lot of money. Shop at another Better Best Buy like the one on Broadway or Wetmore. Or, you could never shop at a Best Buy again like myself.

These people are crooks and I'm filing a corporate complaint about...

Let me share with you all why I will never make a big purchase from best buy again. About a month ago I decided to purchase a big chest freezer, I paid for the purchase online and picked up at my local store. The associates loaded it into my vehicle and I take it home, get it in the house and it out of the packaging and it's severely damaged! Not a couple dings, but it looked like it got hit by a forklift. What I found also surprising was the package wasn't damaged, like it was repackaged after being damaged. I call the store manager and request a replacement to be delivered as I live far and have no help to unload as my husband is out of town. He obliged but tells me I have to wait til the following Friday. Fine, I take leave from work that I could be using for other things and wait from 8-12 for my freezer. Nothing ever comes. I call the store about 2pm and ask what's going on. I speak to another manager who says no other delivery was ever set up and she'll have to speak to the original manager when he gets in and they promise I'll get a call back in about an hr. 2 hrs go by, nothing. I call back get the original manager and he says he's so sorry, didn't know what happened but he'll get me a freezer to my house tomorrow morning and refund 75.00 for all the trouble. He says he'll call me back by close of business to tell me the time. Gets to be almost 9pm no call. I call AGAIN and is told by manager I'll get a call first thing in the a.m. to give me a 2hr delivery window, it'll be coming from another store. I say are you positive, I don't want to wait ANOTHER đay for something that isn't coming. He says yes, I'm positive. Next morning. No call. I call the store it's supposed to be coming from and what do you know? NOTHING was set up! At this point I'm fed up. I want this broken freezer out of my living room and I never want to deal with best buy again. I get a hold of original manager and he again apologizes, reassures me he'll be refunding 75.00 and sends a delivery truck with a new freezer. Fine I have my freezer now and wait for my refund. Fast forward two weeks, still no refund. This has been the most aggravating experience in buying a product I've ever had. I spent an entire day of my leave and most of my Saturday and I don't even know how long on the phone. You should never promise what you can't deliver. I'm currently in the market for a laptop, Samsung tablet and Switch and this time around I won't be buying ANYTHING...