Best Buy — Local services in Waterford

Extremely Disappointed with "Open Box - Excellent Condition" Sony Dual Sense Edge Controller. I drove 45 minutes to this Best Buy location specifically to pick up an "Open Box - Excellent Condition" PlayStation DualSense Edge controller. My experience was nothing short of a complete waste of time and incredibly frustrating. Upon opening the box, it was immediately clear that the controller was far from "Excellent Condition." It was notably dirty, indicating it had not been properly cleaned or inspected. Furthermore, a crucial component, the charging cable, was missing entirely.The most critical issue, however, was the significant stick drift present in the controller. This is a major functional flaw, especially for a premium device like the DualSense Edge, which is supposed to offer superior performance. To sell a product with such a core defect, especially under an "Excellent Condition" label, is unacceptable. While the store offered a small $20 discount, it was nowhere near sufficient for a dirty, incomplete, and functionally compromised controller. I will be returning this item tomorrow. This experience severely undermines my trust in Best Buy's "Open Box" grading system and their quality control. A 45-minute drive for such a disappointing product is truly infuriating! The controller came in a brown packaged box tapped up looking like it came from wish smh. The moment the rep opened it up my smile slowly diminished. Not only did it not come with the original packaging as stated in the open box description it didn’t have the charger cord and was extremely dirty and looks like it’s been heavily used for maybe a year. I tried to avoid all of this by calling the store but all you get is robot. Update: I was given 30$ discount for the hassle towards a new controller and have not run into further issues. I’m glad they reached out to help and since then repaired my trust with them. Changing my review...

Terrible customer service. I had bought two items from this location. One was a Samsung Galaxy Tab 3 around Christmas time of 2014, and the other a Toshiba Satellite C55 laptop about a year later. I bought both with a warranty. After around 2 years, the tablet had broke internally, and within a year the laptop was also having issues. So I call customer service to check on the warranty. I gave them 2 possible cell phone numbers and a home phone number to search and they said they couldn't find it. But they told me the laptop had a guaranteed "manufacturer's warranty" on it, so that I could bring it to Best Buy and the Geek Squad would look it over and send it back to Toshiba for repairs. I arrive at the location with both my tablet and laptop and bring it over to Geek Squad. I told the employee what I thought was wrong (the laptop having a hard drive failure, and the tablet having internal issues with the usb port, causing it to not charge when plugged in). Apparently, the laptop would cost $70 to run a diagnostic, and $250 to buy new hardware and fix, free of labor costs. The laptop itself was $250, so where is this number even coming from? A new hard drive? $60 at most. Operating system? $100. They want to charge you over $100 of the actual cost of the repair, and that's "free of labor." So what about the guaranteed "manufacturer's warranty?" It doesn't apply to me because they couldn't find the phone numbers in their system. So at this point, I don't know if I was lied to by customer service over the phone or by the Geek Squad in person, but I was livid. And to add salt to the wound, he had no idea what was wrong with the tablet, after an "expert" analysis (plugging a charger into it and waiting about 15 minutes to realize it doesn't work). The overall experience was stressful and time-consuming, and that's why I give this Best Buy a rating of 1 star. Save some time and money, and do NOT...

Best Buy -Waterford, CT - 6/31/2015

Clueless does not do them justice.

When I go into an electronics store I at the very least expect the store reps to know more about the products than I do... They don't! How about training your employees to know about the products they are selling?!

I bought a Garmin GPS model with "free lifetime traffic updates" three years ago which is a bunch of crap because a year and a week later, the traffic receiver stopped functioning. The replacement cable last year would have been $117.00. After a very "persuasive" phone call to Garmin, I was able to have them see the value in sending me a replacement cable at no charge. About a year later this cable went also... Surprise, surprise...

I went into this store to buy a replacement GPS unit as the new one had better features than the old one. I wanted to but the extended warranty and just wanted confirmation at the store level that it includes the cable replacement. The rep that "helped" me had no clue about the GPS unit nor did he have any idea whatsoever what the terms of the warranty were. It was at that point I asked to speak with the manager... He was kind enough to get someone else to help me but that guy really wasn't fully familiar with the product either as he also gave me the wrong answers.

Retailers: FYI... When a consumer asks you specific questions about your product or service he or she probably already knows the answer but just want confirmation so we know that we are making the right decision. We know immediately by your lack of correct response when you have absolutely no knowledge of the products you are selling.

I don't recommend this store but highly recommend getting the extended warranty on Garmin GPS products that involve traffic as the cables in my opinion are designed to break just out of warranty and its cheaper to replace it under warranty...