This has made it’s rounds on the internet already, but if it deals with head-scratching Best Buy behavior, it ends up here. That’s how we roll.

The 1st Amendment protects our right to freedom of speech and self-expression, but Best Buy doesn’t like that very much, at least when it comes to their employees and some of their customers too.

Everyone has opinions and an employee decides to share his on the EVO vs. iPhone debate in the form of a hilarious YouTube video (you’ve probably seen it by now, but if not you can check it out here –NSFW–)

Nowhere in the video does it mention that the creator of this video works for or is in affiliation with Best Buy in any way, but someone at Best Buy figured it out and got scared. They’re a little afraid of the powers-that-be in the world of mobile phones.

Granted the “forbidden fruit company” is a little bit touchy when it comes to the quality of their products and defending them tooth-and-nail, so the paranoia might have a little merit, but only after Best Buy opened its big mouth and let the secret out. Otherwise, more that likely, no one would have found out and we could all just keep on laughing.

Employees, and Best Buy guests, behave yourselves. If there’s a camera around though, someone record it for me, ok? Thanks.

–Update– 7/7/10   Best Buy did the right thing and protected free speech and spared the guy’s job. This is one time I’ll pat Best Buy on the back and say “You did the right thing”. A happy ending… for once.

Whenever I run across a great Best Buy story somewhere else on the web, I make sure to recount it here for you. I feel the best way to do that is to give ‘em a link. Check out Owen Greaves’ story of terrible customer service at Best Buy Canada: http://is.gd/dcLKv

Awesome article on Chris Pirillo’s website about Geek Squad, check it out at http://is.gd/d2VIP

There have been many stories of the past in which a customer buys a high dollar item from Best Buy and receives a completely different item in the actual box for the product. Mrs. Chan writes in and tells us her story:

I bought Sony HDR-CX500V Camcorder at (redacted) Best buy. On the way back home when my husband was driving the car I had opened the box in the car and it has whole different (old)Camcorder in it. When we observe closely we found that first sony seal was taken out and re-sealed with the same and current Camcorder has HDR-CX500V’s quick menu tag. Battery was different and unpacked power cards are different. We went back immediately to the store try to return it, the store manager said they canot take this since it is a different product . When I requested to verify the current Camcorder’s purchase history based on the SKU said they don’t sell the product .

Every product that is returned to Best Buy should be thoroughly checked before it is allowed to be returned. I’m sure this is in some policy pf theirs somewhere. Once the wrong product is allowed to be returned and then placed back on the shelf, a very sticky situation is created at the customer’s expense. In most cases, there’s just no way to tell whether the customer is telling the truth or not. But, nevertheless, it’s still Best Buy’s fault for not thoroughly checking returned products.

“Tim” went to Best Buy while recovering from surgery on his leg, not thinking he would have to do much lifting of a sound system he wanted to purchase.

Wrong! read more »

Today’s tale involves a inconvenient inventory and website tandem tragedy that actually starts out with promisingly good over-the-phone support.

“June” calls Best Buy’s 800 number to have a few questions answered about buying an appliance online. After a nice conversation with the friendly CSR, she proceeds to check out some fridges on Bestbuy.com

She proceeds to purchase a fridge on their website.

Some time later the delivery people show up unannounced after the warehouse fails to notify them of the appointment (kind of a big deal for a fridge, not so much for a microwave or a smaller appliance or… well, something smaller).

The fridge is moved to the front door and all is going according to plan (in a manner of speaking) until there’s a slight problem.

By some form of a careless mistake, the measurements of the fridge on the website are incorrect. The fridge won’t fit through the front door. Oops.

The delivery guys take the fridge back to the warehouse and then things really get messy.

June calls the 800 number again to process the exchange for the fridge. Slight problem though, the warehouse didn’t update the delivery status for the fridge. So, as far as Best Buy’s records go (which we saw yesterday aren’t exactly the most accurate on the planet) June took possession of the fridge and everything is peachy-keen.

According to her

It took over a week of talking to customer service representatives at least once a day to get the whole mess straightened out

Or so she thought…

At last the order for the new fridge was placed and the delivery date was set (for a full month after the original fridge had been purchased)! Then Best Buy calls to deliver the great news that the delivery has been postponed two weeks for no apparent reason (at least from what they told June).

I’ve tried contacting June to get more details on her story, so I’m not sure if she was without a fridge this entire time or if they were just being proactive and ordering a new one. Once she gets back to me, I’ll have an update for you.

Imagine though if she went a full month-and-a-half without a fridge! I can’t even imagine it!

Best Buy sometimes has struggles with even one of the most basic tenants of business: keeping appointments and promises they make. It must take a lot of effort to keep all of it coordinated (especially since the order wasn’t placed in the store) but, nevertheless, Best Buy keep your promises, especially when it comes to the only section in your store that provides necessities.

Another great tale courtesy of My3cents.com, username tactilla

“Gary” bought a Nintendo Wii along with an extended warranty from Best Buy in December of last year from his local Best Buy. Three months later (to the devastation of his kids, for whom the console was purchased in the first place) it won’t power on and won’t work.

This is not Best Buy’s fault, no defective product is, but it’s how the situation is handled that is their fault. read more »

We start out our full first week with a sad tale of Best Buy’s abuse of their restocking fee policy.

“Randall” (user name Kanzo) tells it well on his post on My3cents.com (a great consumer review site).

Problem #1: read more »

CG wrote in and told us this unfortunate, emotional story with a happy ending for her, but another unhappy customer for Best Buy nonetheless:

A few weeks ago I was sitting on the sofa with my baby and accidentally knocked my laptop off of the sofa onto the floor.

The screen cracked.

Great… Just what I needed. read more »

A Best Buy Mobile customer (we’ll call her Mary) had quite an unfortunate run-in a little while ago with a manager (who we’ll call Sharon) in need of an attitude adjustment. She writes:

I bought an iphone 3g and purchased geek squad insurance, 7 days after having the phone I dropped it and stepped on it which smashed the screen. I was told prior to getting the insurance they DO NOT give out refurbs … I brought my phone in and had to deal with the worst manager I’ve ever come across. She (Sharon) told me they only give refurbs and she was doing me a favor by accepting the phone because that damage wasn’t covered … I told her that’s not what the salesman said before I bought it, she dismissed it and when I asked why they couldn’t replace it with a new phone she (Sharon) said ‘because thats not what we do’, read more »