Gateway Laptop — Poor customer service!
Walked into Best Buy in St Pete Florida on 66 to pick up 2 LCD tv's we purchased on line for store pick up. My girlfriend was given a hard time by an assistant manager named Crystal, said the order wasn't in the system even though we had a confirmation email and order number from corp Best Buy. She said everything from we didn't place it to we didn't give them enough time to pull it! I advised her that a sales associate in another best buy that as out of stock placed the order for us thru the internet and selected for cust in store pick up! Then told her we got the confirmation order in our email! Also told her that I called her store head to have them pull it and they told us that they get the email at the same time we do and they have a 25 min guarantee to have it ready for pick up. I then told her we placed it over an hour and a half ago! Well, Crystal now suggested we repurchasing it and when we get home cancel our first order. Crystal was very rude and I guess the christmas rush was taking its toll on this very young and immature assistant manager. My girlfriend refused as she didn't want to be double charged on her credit card. Meanwhile I went looking at laptops. I inquired about a $399 compaq which was sold out. The guy behind the counter told me that they were out of stock but told me that tomorrow (Sunday) they were going to have another $399 laptop ($599 minus an instant$200 off hence $399), a gateway on sale. I asked if I could see the floor model, he got someone to show it to me as he was busy setting up some laptops that were just sold. Well, the guy showed me a Gateway that was on sale for $599 from $799 and said this is the model. It was a Gateway T1616 AMD powered. I spoke to him for about 15 minutes about the features. I told him that the guy in the back told me that it was going to be a black sales even and was going to drop another $200 to $399 and then said "What if I buy it now and come back for a price match once the sale starts tomorrow?" He said not a problem so long as I do it withing the 7 day sales event. I said I would think about it and walked away to see what was going on with our LCD tv's we were trying to pick up. Finally that was straightened out and I decided to go back for the laptop wireless printer and router. I got a different salesman this time as the first one was busy. He was ringing up the order and I told him what I was going to do about the price match. He wanted to see which one as he said it was a great price, then they realized they made a mistake about the model number! They realized that they showed me the wrong Gateway! Then they showed me the correct model which I did not want and he said sorry. I backed out of the laptop. Just after we left, my girlfirend she said I should have spoken to the store manager as it was their mistake and it was not right so I called. I asked for the store manager and was connected to Crissy, I asked if she was the store manager and she said yes she was. I then explained what happened and she said what can she do to make it right? I said give me what you offered me even if it was your mistake. She would see what she can do and call me back, which she did in about 20 minutes. When I told my girlfriend what was said, she said thats the same girl who was rude to me and she isn't the store manager but an assistant and her name is Crystal! I waited for her call, when she did call back she told me that she was very very sorry but there was nothing she could do except offer to hold one of the laptops that was going to go on sale at $399, it was a very cheap model and I said no. I said it was not right and would call corporate to complain, she got rude and said fine and hung up. I called corporate and filed a complaint afterwards they advised me of the store managers name, Charles and said Charles could mark it down if he wanted to. I called back and asked for Charles, was asked what it was about and I said a laptop sale problem, guess what? Crissy came back on the line ruder than ever. I asked again if she was the store manager Charles, she said there is no store manager, there are 5 managers and they are all equal! I then said I was in there and saw her name Crystal and it said assistant manager which means there is a store manager and I would like to speak with the store manager. She said again she is it. I finally said look, why don't you guys meet me half way on YOUR mistake of $200, say $100 . She said no, that she was NOT going to LOSE $100 even if it was their mistake. I again asked to speak with the store manager Charles and she said again she was it! I said fine , I will walk in there and ask for him, she then told me if I went back to the store, she will call the POLICE and have me escorted out! I hung up.
Now doing a search for Best Buy Complaints reveals a lot on line, including a site www.bestbuysuxs.com which seems to me that Best Buy took control over it (no doubt thru lawyers and who knows how else) some time ago and is now run by Best Buy as it only says good things about Best Buy but there are still a lot of other sites which reveal the truth about Best Buy.
Well, I didn't buy the Gateway T1616 $599 laptop that they incorrectly showed me. It was an AMD Turion 64x2 dual core 1 Gig ram, 160 gig HD 14.1 screen built in Web Cam blah blah blah. Reg price $799, sale priced at $599, I wouldn't have bought it at $599 as Vista needs 2 gig ram ( an extra $50 bucks total $649) and I am not a fan of the very hot running AMD's especially on Laptops. Every AMD laptop I have seen gets very hot underneath it, uncomfortably hot. But it was a good performer and had a built in web cam and a HDMI connection and for what I thought would be a $399 price as I was incorrectly advised by Best Buy sales associate told it would be reduced to, it was a great deal. At $499 I would have still bought it but no more, heck it wasn't my fault they got it all screwed up. You know, if I would have kept quiet,bought it, then come back for my price match and then figured they made the mistake. They would have two options, eat the $200 or give me a full refund with no 15% restocking fee. They would have had to reduce it as an open box special so 15% or 20% of the $599 is $100 which was what I asked Crissy to meet me half way on for their mistake!!
Well, Best Buy and Crissy or Crystal, you did save $100, BUT you lost a customer for LIFE ! Yesterdays $1000 shopping spree is my last one. As for a laptop, I found another Gatway At Curcuit City, MT6916 has an Intel Duo Core 2 Centrino latest 1.5 ghtz, 2 gig of ram, built in webcam and mic, 160 gig HD a 15.4 Hi Def screen , Wifi a/b/g and a much better built in video with more video memory 384 megs as opposed to 256 megs. Oh yes, DVD writer has CD/DVD labeling capabilities. The processor is intels latest, runs cooler than the AMD and much longer battery life even with the larger screen. All for $649, yes $49 more than the Gateway AMD but I do have 1 more gig or ram, a real processor and again better video card. Oh yes, I can get a free usb Lexmark printer and Netgear wireless router after mail in rebate. I am glad I didn't get my way at Best Buy!! Oh yes, they saved $100 on me, lost a customer for life, that rings in my ear a lot!!
Best Buy, NEVER AGAIN!!! I WILL shop around more!