This is a rehashing for everyone who actually reads this thing, I expect, but I wanted to put this in a more public forum.
Why is Best Buy the suck?
Not for the most obvious reason I could come up with; no, the reason they suck is because of the bully tactics their employees continue to use on my mom virtually every time she goes up there to purchase anything more technical than a DVD.
Where is this? The Best Buy located in Newington, NH.
My mother is not a technical person. She is intimidated by computers; the vocabulary associated with them is unfamiliar to her and consequently has the ability to confuse her when someone’s speech is filled with jargon. Though she may go into a situation armed with the exact name of what she wishes to purchase, usually that is all she has — when the employee who is supposedly “helping” her argues in favor of something else (usually a more expensive something else) or tells her that she needs additional items, she does not have any ammunition with which to counter.
Incident #1:
In early September, my mother purchased a new computer for my brother through Best Buy. I had gone through a customization program on the HP website and come up with the minimum specifications that I thought he ought to have; unfortunately she preferred to order from the brick and mortar store rather than direct from the manufacturer. So, armed with the printout, she went up to Best Buy without me to get the order placed. All seemingly went well. The computer arrived, fully loaded with all of the standard software — Windows XP, Norton, lots of random HP crap, etc. The salesguy (and I find it’s nearly always a guy) proceeded to inform mom that she needed to purchase Antivirus software. She meekly attempted to suggest that a new computer might already have some on it, but this was brushed aside. SHE NEEDED TO BUY SOFTWARE OR HER COMPUTER WOULD BE ATTACKED BY VIRII AND DIE AUGH~!!. Frightened and not certain of her own position, she gave in and spent $40 on the antivirus flavor of the week the salesguy was pushing.
(Postscript: She returned the software unopened after I pointed out that her computer came with a 6 month subscription for Nortons. They did refund her money.)
Incident #2:
The new computer, which my brother uses primarily for video editing purposes and IMing his friends, needed an upgrade to the graphics card and more RAM. Having purchased the computer at Best Buy and being suspicious of online retailers at best, mom returned again to the store to make her purchases. The salesguy suggested that she should have Best Buy install the two items. Mom attempted to deflect the attack by telling him that my brother had previously installed soundcards and other items into the computer without difficulty. But salesguy would not be deterred; he frowned and insisted that such installations were VERY COMPLICATED and were better left to the hands of the professionals. Not sure that RAM and a graphics card weren’t substantially different from a sound card, mom capitulated and pre-paid for the installation of both. Salesguy happily added $70 to her bill, neglecting to mention to her that it was not a single installation fee, but rather a per-item fee which varied by item type.
For some reason, the card was not what my brother wanted and it was returned to the store without ever being installed. However, though Best Buy refunded the price of the card, the conveniently failed to notice the installation charge on the same receipt and refund that as well. Mom hadn’t looked closely at the receipt, so didn’t notice this.
Incident #3:
This is actually a continuation of #2, but takes place some time after. While I’m over, mom mentions to me that my brother has new RAM for his computer, but they haven’t had a chance to take it up to Best Buy yet to get it installed. I return a puzzled look; I’m fully aware that Jeff has installed things of this nature himself. They’re designed to be easy — they simply snap into place! Mom relates the story detailed in #2, then shows me the receipt.
I boggle at many things on the receipt. First, the two installation charges, which, when she sees them for herself, horrify mom as well. (A secret: mom doesn’t like to wear her glasses, which she really needs for reading. So half the time she can’t read the small print on anything, which is no doubt why she hadn’t looked closely at the receipt in the first place.) But there’s more. The price of the RAM looks odd; it looks like a price I would have expected 3 years ago for that amount. So we go to the computer and I hit the manufacturer’s site: they sell the same exact item direct for less than half the price. Other online retailers have a similar price for this item.
Fortunately, this was not opened either. When I left, mom was planning to return the RAM and make a stink over the not-refunded installation charges as well.
But the point is, she shouldn’t have had to deal with this situation in the first place. She is fully aware of her ignorance with respect to computers, which is why she generally goes into the situation with as specific an order as possible: if the employees would simply let her purchase what she wanted to, rather than pressuring her, scaring her or outright lying to her about it, everything would be nice and smooth.