I think that it is only fair to provide an update as this blog received a little bit of attention today and I should make note of the Best Buy response.
It didn't take very much to have the Store and Regional Managers contacting apologizing for the problem. It's amazing what a quick response writing a few letters to some really important people can accomplish:
* Federal Trade Commission
* BBB - Best Buy Headquarters
* BBB - Denver CO
* Colorado Attorney General - John Suthers
* Geek Squad - Corporate Headquarters
* JVC - USA Corporate Headquarters
* Posts on numerous websites and blogs including Digg.com and Tagg.com
* And of course spending an hour searching Google for names and email addresses of Executives and Directors at Best Buy
Sad to say, all of this could have been avoided. It was really only because the Assistant Manager, Rinad Abdul and Geek Squad employee Marc Barela were so completely rude and insistant on the fact that they (Best Buy) WOULD NOT provide this television stand.
Additionally the fact that Rinad Abdul would not provide the name of her direct manager, the General Manager (Steven Byers), or the Regional Manager. I find this to be a complete slap in the face to someone who spent over $2000.00 for a purchase. The Best Buy reaction to this event should include serious ramifications to this individual for her performance with both operational procedures as well as customer service skills.
None the less, Best Buy has agreed to provide the stand as promised. However there is one major foul to the retrieval of the unit. The Best Buy Manager (Steven Byers) has asked us to drive and pick it up. Now normally this wouldn't be an issue. The Best Buy store is only 2 miles up the road. But no. They would like us to drive to their main warehouse to pick the piece up. The main warehouse is close to the airport 35 - 45 miles away.
Now the reason I have an issue about this is because if you look at the receipt for the original purchase, Best Buy has collected $200.00 towards the Home Theater Delivery Setup option. This means this store directly profits from my sale and therefore I paid for delivery. How is it that Best Buy failed to provide the unit as originally promised, failed to offer resolution or even politeness when I went in to the store to resolve the issue, (had she even just said to us "Come back tomorrow and speak with the Store Manager" this situation would have turned out completely different) and required numerous emails and phone calls to resolve the issue.... All of this and they want us to drive the 70 miles round trip to pick this item up?
Oh well. The roommate already agreed to drive out tomorrow and get it and I'm not really in the mood to complain about this any longer. I'm ready to enjoy my nice big new TV. I haven't even enjoyed it because ever since we got it I've been stuck in front of this computer monitor writing emails.