[riffparker]

10/26/05

To whom it may concern –

On September 3, 2005 I purchased a new Sirius radio for my 2000 Toyota Corolla at the Best Buy store located at 5001 Northern Boulevard Long Island City, NY 11101-1003.

I host a talk radio show about bargain and coupon shopping, and I really enjoy Sirius’ talk radio programs. I am also a shareholder in both Sirius and Best Buy.

At the location I visited, the SOP appears to be that the customer “must” sign a receipt stating they had inspected all installations and were satisfied with them BEFORE they are actually allowed to do so. The customer’s vehicle is essentially held hostage inside a garage that is clearly locked and noted on the door that customers are not allowed to enter without an “escort”. Considering the type of people I encountered working at this shop, you can take “escort” to mean what you like.

When I got the vehicle back home, I sat down and read the literature that had come with the equipment. It clearly states the antenna is to be installed on the rear of the car.

You may view the exact same manual here –

http://www.sirius.com/pdf/manuals/SI...all-Manual.pdf

And you can clearly see that on a sedan (as well as most other vehicles) the antenna is to be installed on the REAR of the car.

Using the unit for a couple of weeks, the programs would stop suddenly and then continue after a few seconds, until they became un-listenable.

I contacted Sirius’ technical support, and they advised me that the problem I was experiencing (receiving a signal when the car was in motion) was most likely from how the antenna had been mounted on the FRONT of the car.

Yesterday, October 25 2005, I brought the car back to the same Best Buy store I had purchased it from.

I arrived at 10:45am, as the audio installation center supposedly opens at 10am (at least according to the signage on the building). I heard very loud music emitting from the garage, but the door was locked shut.

I walked over to the Best Buy store and spoke with two managers simultaneously. Their names were Joe and Buster.

I was very impressed by Joe. Apparently his nickname is “Joe Money” and he has a large logo that says “JOE $” embroidered on the sleeve of his Best Buy uniform. You know who else does that? Pimps. Pimps do that. I don’t want to buy my electronics from a pimp.
Regardless, they both informed me that it was installed incorrectly and they were very sorry. They located someone from the Mobile Audio department and told me he would be right over.

The gentleman (who was not wearing a name tag and did not identify himself) proceeded to tell me that both Sirius and the JVC hardware installation manual (from JVC, the manufacturer) were “completely wrong”, and that he had done “hundreds” of these installations, and I had “no idea what I was talking about.”

Then he proceeded to tell me the antenna could “not possibly” be located in the rear of the vehicle because “the lip on the glass was too small” in the back. I am certainly no car expert but they looked identical in the front and back. I asked him why it could not be installed on the trunk as was illustrated in the manual, and he claimed he could do that for me if I were “going to pay for it”. Additionally, he informed me there were “two cars ahead of me” even though when I had arrived the garage was locked shut and as the store managers had discovered no one was inside.

I left him and found the managers again. They rolled their eyes, apologized, and said it should have been installed properly the first time. Joe took my phone number and my car key and assured me he would call as soon as it was done. He apologized profusely.

I came home and Joe had called me from his PERSONAL cellular telephone. It says “xxxxx, Joseph” on my caller ID.

Joe wanted to inform me that I now needed to walk back to Best Buy in the pouring rain to “sign some papers”, and that he would have to do “a full inspection of the car with [me] present” before they could begin to correct their installation error.

So, as a very patient and good natured person I did that. I arrived at Best Buy completely soaked and had to wait by the front of the store for about 10 minutes for Joe to finish up with another customer.

While I was waiting I saw the most unique store display I have ever seen. On the wall at the front of the store, behind two gentlemen in Loss Prevention are about six photographs for all the customers to see of various employees in mock-prison photos, some flashing mock-gang signs, and one has been labeled “D-Block” as if to insinuate that the employees are inmates in a prison.

Joe arrived and walked me across the street to the audio installation garage. He got a contract for me to sign giving Best Buy permission to work on the car. Then he proceeded to ask the technician – “Do you need to inspect his car, or is he all set?” Apparently he did not need to inspect the car, so that Joe’s comment about having to do “a full inspection of the car with [me] present” was an outright lie.

Joe again assured me he would call when the car was done.

Four and a half hours passed.

I called Best Buy and spoke to the audio installation department. The technician told me he had “Driven [my car] around the block a few times, and [the radio] sounded fine.”

This did not address my issue at all.

The technician refused to explain why he had then taken over four hours to not call me and tell me that the car was “done”.

I hung up and called the main number for the store as noted on Best Buy’s website.

718-626-7585. Go ahead, call it and try this yourself.

I got the operator and asked for “Joe Money”. I was transferred to the computer department where whomever answered the phone simply said “I don’t know” and literally just hung up the phone.

I hung up and called again, only this time the operator rang and rang and rang for almost three minutes until I was simply disconnected.

So I hung up and called a THIRD time and asked to speak to Buster. I was transferred to the computer department where whomever answered the phone simply said “I don’t know” and literally just hung up the phone.

Best Buy’s slogan is “Thousands of Possibilities – GET YOURS”. Well one possibility is that they thought they would lose customers if they openly said “UP YOURS” instead of “GET YOURS”. Because that is, essentially, what they were saying.

I then went out in the pouring rain again.

When I arrived at Best Buy I found Buster and explained the problem to him again. I showed him the manual with the very clear description and photographs of how this was to be installed.

Buster brought over an employee named “Mike”.

“Mike” was to be the “expert”.

I explained it all to Mike, I showed him the pictures.

Mike explained to me (with both Buster and “Joe Money” present) that

1) The cord for the antenna was not “long enough” to run to the trunk.
2) The “odd shape” of my car required a mounting on the front (remember it’s a 2000 Corolla)
3) Best Buy would have to pierce the roof of the car to install the antenna on the rear of the roof and they do not do “custom work like that”.
4) Satellite Radio is identical to DSS television and “when it snows it does not work”. (If you don’t understand this one go to clearsat.com and look at how to prevent snow from building up on a DSS dish – it is completely irrelevant to my problem)
5) I should not want to mount the antenna on the trunk of the car because “the signal is not as strong as it is on the roof”.

I don’t know if Mike fell asleep in school, or if he was just plain ol’ dumb, but a SATELLITE signal coming from different satellites rotating the earth is not going to be noticeably weaker or stronger if it is mounted on the roof of the car or on top of the trunk so long as it is located OUTSIDE the car. The fact that TWO store MANAGERS of an ELECTRONICS store did not know that either is completely outrageous. Either that or they all just wanted to get rid of me.

Well you’re not rid of me. I want this thing installed PROPERLY, and NOT by the Long Island City store!

I don’t know if they were stupid or lazy or both.

When I left there I went to take the car back, the “technician” (and I use that term very very very lightly) made the mistake of giving me the car back BEFORE making me sign the contract that said I was satisfied with his labor. I am EXTREMELY UNSATISFIED with his labor and that of at least half the staff of that store.


-Sam

Cc: BBB.ORG
BEST BUY
Eliot Spitzer, AG NY
NY Dept. Consumer Affairs
Mr. David Heim – Consumer Reports Magazine
Mr. Stephen Mejias – Stereophile Magazine
Mr. Ben Oh – Car Audio Magazine
Mr. Tom Wuckovich – AAA Road & Travel Magazine
Mr. Mel Karmazin – CEO Sirius

[matt111]

give em hell

[Dianaj64]

Awesome!

[Trish]

It well known in BB world the the NY stores are the corp problem child stores. I doubt it would surprise anyone in corp but if that's the case maybe they need to close down the stores and rebuild. Will pass this along........liked the LP bit.

[Kmchamplin]

Way to go! That is one powerful letter!

[Christie_Cat]

Keep giving it to them, guy!

We bought our stove from Best Buy. It kept conking out in the middle of baking.

A Best Buy repairman came out and told me that there was nothing wrong with it, because it worked while he was examining it. After he left, it messed up again.

Althought we still buy menial things there, we've never bought a large appliance from them again. To this day, I'm still afraid to bake a cake in case the darn thing quits again. We're talking about a supposedly high quality Whirlpool model, too.

The last time I was at Best Buy, they insisted on checking my bag as I left. I said, "Oh! I guess I'm a criminal, huh?!?!" And, I shoved my bag into his face. He just waved me off. Good choice.

I'm sorry. I know there are shoplifters, but his attitude appalled me.

[ticker]

Great Letter! I hope that you eventually get it installed correctly! Man next time I need a letter I know who to get help from!

[Barb]

Originally Posted by Christie_Cat

The last time I was at Best Buy, they insisted on checking my bag as I left. I said, "Oh! I guess I'm a criminal, huh?!?!" And, I shoved my bag into his face. He just waved me off. Good choice.

I'm sorry. I know there are shoplifters, but his attitude appalled me.

This happened to me at WalMart once...the little greeter was chasing me down and saying she needed to see my receipt and cart...I told her that when she had a warrant she could check the stuff. I just paid for it, so it is mine...she said "well, I have to mark the receipt in case you want to return anything" I looked at her like I couldn't believe she was actually saying this. I told her not to worry that if I wanted to return it I have a yellow highlighter too and learned how to draw a smilie face in first grade. Stores are getting soooo obnoxious about checking carts--i consent to it at Sams or Costco because I paid for the 'right' to shop there so I figure I need to follow the rules but anywhere else can kma

[ladywine]

Great, great letter! Best of luck....

[skyesmom]

Good luck and let us know the responses you get!

[jomom75]

Barb--where I come from Walmart can't even figure out how to get their security sensors working properly, I kid you not you could be in the store for 10 minutes and the stupid things of gone off with every second person who tries to walk through them. This was at more then one Walmart and it was ALL the time, as you're walking through the store all you keep hearing is those stupid things going off, and of course instead of getting the stupid thing fixed they would check everyones bags. We got to the point where we said forget it, if it goes off we keep walking, we didn't steal anything so they can't do anything anyways.

[Trish]

Originally Posted by barb

This happened to me at WalMart once...the little greeter was chasing me down and saying she needed to see my receipt and cart...I told her that when she had a warrant she could check the stuff. I just paid for it, so it is mine...she said "well, I have to mark the receipt in case you want to return anything" I looked at her like I couldn't believe she was actually saying this. I told her not to worry that if I wanted to return it I have a yellow highlighter too and learned how to draw a smilie face in first grade. Stores are getting soooo obnoxious about checking carts--i consent to it at Sams or Costco because I paid for the 'right' to shop there so I figure I need to follow the rules but anywhere else can kma

I don't think you realize how much shoplifting affecting stores.......I know I know none of us are shoplifters and ick, I am not defending WM......maybe I just have a thing for LP employees.

[riffparker]

OK - So corporate just called me. It was lame. They were "researching" to see if I was telling the truth. That's a great start. Then they claimed to be "mediating on [my] behalf." Sure they are.

After that I just grilled the guy. He was so full of it, I could smell it through the phone.

Just filed a formal complaint with the DCA.

[riffparker]

I forgot to add that when I discussed the fact BBY refuses to PM to J&R or B&H the guy just blurted out "We are not doing anything illegal!" even though I never said or insinuated that they were LOLOLOLOL

[riffparker]

11/6/05

Dear Mr. Davis,

It was a pleasure speaking with you today.

I would like to recap our conversation, as per your request.

First of all, I have attached a copy of the email I received from your employee named Sidiquee Mohammed which is written in third grade English. Before the days of big box retailers, an employee would have been fired from a mom and pop shop for sending out such a letter.

The employee was located in your store in Chelsea. At the time of my visit, I was asked to sign up for the Reward Zone for Business program. During the enrollment process, I was simply asked to provide my name, address, telephone number, and email address. For ten minutes, I watched as the employee who took my information filled out an online survey about my business on my behalf, without ever asking me any of the questions. This included the number of employees and my annual sales.

During the waiting time, I was treated to “The Documentary” by the artist “The Game” via Napster’s online streaming service on a nearby laptop. I watched a store employee in uniform begin the software, and select this album.

The album was clearly marked “explicit” on the screen, and the track which was playing when I approached the laptop was named “Westside Story”. Over the phone, you asked me what I found “offensive” about the lyrics. From the lyric sheet, here is how the song BEGINS..

“Crip n-z, Blood n-z, Essay's, Asians,
Dominicans, Puerto Ricans, White Boyz, Jamaicans,
Latin Kingz, Disciples, Vicelords, Hatians,
All these mutha f-s been patiently waiting,
Since the west coast fell off the steets been watchin,”

It only gets worse from there. Tell me, Mr. Davis, do you see any problem with these lyrics coming out of a demonstration Toshiba laptop in your first Manhattan location?

Do you personally think this will encourage sales among your new “Reward Zone for Business” members?

During our phone call we also discussed the fact that Best Buy stores continue to sell expired Sonic Foundry product.

Sonic Foundry was purchased by Sony in May 2003. Sonic Foundry software does not work with registration, and Sony will not let you register “end of life” product. If a consumer were to go in your store and purchase this expired product they would not be able to register it, therefore they could not use it, and Best Buy’s return policy would only allow them to exchange it for the same title. In theory, they could exchange it over and over again until Best Buy had run out, at which time I’m sure they would simply be offered a gift card and not a refund.

The same is true for the prepaid Audible.com package (BBY SKU # 5631532). I believe this was intended as an OEM only package. It went (and remains) on clearance for $4.99.

The Audible package is remarkable. Audible.com does not honor the prepaid codes located in the package. The URL printed on the inside of the package to redeem the code is no longer valid and simply redirects to Audible’s homepage. Best Buy customers such as me who purchased it are faced with the same dilemma as above, an exchange only.

You claimed you were “not aware” of either of these problems. Both are not remotely new, so either you are lying or you are extremely unaware of Best Buy’s day to day operations.

Another thing we discussed is Best Buy’s Long Island City location and their complete lack of concern for participating in the formula of in-store promotion as designated by Best Buy’s corporate office. I discussed how instead of “Best Buy Radio” the employees instead prefer to play the radio station “Hot 97” at the CSR desk, or explicit rap music over the in store loudspeakers.

One sticking point we went over is that Best Buy’s price match policy although clearly written is routinely ignored when a local competitor such as J&R Music World or BH Photo Video is selling an item at what Best Buy claims to be “below cost”. You expressed that there must be “something going on” at those two well-known New York City establishments, and therefore Best Buy would not honor it’s own price match policy. Before I could continue, you explained that “We are not doing anything illegal!”, which I neither said nor insinuated you were.

I am somewhat appalled that your response to my initial letter was to simply contact the store managers to “see what happened”. I wrote you a four-page letter about what happened, how much more detail would you need? Do you think the store managers I complained about are going to tell you the truth?

Here’s what I propose. You, me, and Brad Anderson put on jeans and t-shirts and go shopping at Best Buy here in Long Island City. Then after we leave you can tell me how you feel about what I have said.

Thank you,



Sam

[skyesmom]

Good going Sam! Keep us informed on the latest!

[ladywine]

Another awesome letter! I know you're trying to deal with idiots!

[riffparker]

On November 10, 2005, the business provided the following information:
I have investigated this complaint with our Best Buy Long Island City NY store #478 and they have stated in order to install the antennae to the recommended location that the owners manual suggests, they would have to pierce the roof of the vehicle which is considered a customer install and something the store will not be able to do. Per the customers request I have contacted our Best Buy Rego Park store #483 and they have agreed to diagnose the situation and if feasible re-install the antennae. If custom work is needed and they are willing to perform the custom install, there may be additional charges associated with this. Our customer has only paid for a "standard" installation. I sincerely apologize for our customer's frustration.

Respectfully,

Joshua Davis
Best Buy customer care.

[riffparker]

I clearly described the BS claim made by Best Buy about the roof needing to be pierced.

1 - You don't have to pierce the roof of a car to mount an antenna on the trunk of the car.

2 - I paid for "installation". There was NO signage, explaination, or contract which explained otherwise, that is to say described a "standard" or other version of an installation.

To add insult to injury, Mr. Davis contacted me by telephone to make it seem as if everything was "[taken care of]", and if I simply brought the car to Rego Park it would be corrected, he did not say ANYTHING AT ALL about ANY additional charges.

So, Mr. Davis has taken the opportunity of trying to resolve a customers complaint and tried to turn it into an "upsell".

I will not give Best Buy a penny more. There could be no vehicle more "standard" then a four-door Toyota Corolla sedan. There could be no installation more "standard" then that which is pictured in the instruction manual.

I expect the work completed properly at no additional charge, if for no reason other then Best Buy will force me to incur expenses of gasoline, time, and parking fees at the Rego Park location, if anything they should owe ME money.

Thank you,
Sam Pocker

[jomom75]

Several months ago I signed up for the Busines rewards program with best buy, at the time the sales person exhalted the virtues of the program and like a sap I bought it, I mean after all I was purchasing a laptop computer and the rewards program would give me $40 back in gift certificates.

Upon receipt of my gift certificates my family and I went to best buy to redeem the value of the certificates, we intended to purchase some writable DVDs aswell several other knick knacks which came to a little under $30, the cashier informed me that I could not use my second certificate and that I would owe the difference in cash, stunned I asked why they couldnt put the difference on a gift card? I was told that was corporate policy, Ok, I removed items so that I was not over the first certificate, $19.99 to be exact, the cashier proceeds to tell me "your not going to be happy" it turns out that you have to spend the exact amount on the gift certificate in order to redeem it, I figured that they could just keep the damn penny, nope, corporate policy dictates that the customer should be inconvenienced at all times during their shopping experience, I have never had as bad customer service in an electronics store as I did from Best Buy. We have redeemed our certificates and will NOT be shopping at Best Buy again, there are plenty of similar store to which I can take my future purchases.

[riffparker]

Yeah RZ certs actually say like on a $5 based on min 10 purchase - says it right on the face of the cert - they do ring up at $5.01 though - it's not a big deal, you can find random $.01 items if you look - usually promo CDs, also there is a digital camera guide comes in a DVD case which rings up at 0.01..

[riffparker]

OMFG I JUST got home - I was there for FOUR AND A HALF HOURS - only took him 15 mins to fix the radio and then 4 hrs 15 mins to resolve the billing with Best Buy corporate - look forward to another letter.

[riffparker]

Dear Mr. Davis,

I could tell you in detail about the CSR rep who treated me like I was the invisible man and answered every question by walking away from me.

I could tell you about the employee who’s job was apparently to ensure that the Napster display ONLY played a constant stream of explicit rap music – to the effect that when I changed it to the Rolling Stones he told me that he needed the computer to “ring up a sale” and then changed the music right back to the rap music.

I could tell you about the Best Buy employee toolkit just sitting for anyone at all to use on the computer next to the Napster display unit.

I could tell you about how the store manager only appeared to page employees either to “Check their zones” and then scream the name of every department in the store. I could go on and on.

But most importantly, I want to tell you about the FOUR AND A HALF HOURS I was trapped in your miserable excuse for a retail store. Oh, my car only took 15 minutes for the exceptionally talented technician named Marvin to diagnose, and an additional 15 minutes for him to repair the problem. As a matter of fact, it only took Marvin FIVE minutes to see how the original installation at Long Island City actually damaged the equipment (they ran a very thin antenna wire next to the engine, where it melted).

And it took Marvin only another two minutes to determine that the factory provided satellite antenna had more then enough length to run to the rear of the car. You will note from my original complaint that the “technician” at Long Island City claimed the wire was “too short” to do this.

Marvin worked HARDER and BETTER then ANY Best Buy employee I have EVER encountered. Frankly, I think he should have your job, you are terrible at it.

That brings us to YOU, Mr. Davis.

After it took Marvin almost a half hour to reach you, it was so nice of you on the phone to tell him that you felt my claim about the placement of the antenna was “[B.S.]” I was sitting right there as he rolled his eyes and verbally agreed with you. What was that you said about being “an advocate on [my] behalf”?

After great deliberation, he hung up the phone, and you had the balls to expect me to pay another hundred dollars for a replacement unit and then go back to Long Island City to try and get my money back? Are you on drugs? Seriously. I am sending a copy of this to Best Buy’s HR department, and I expect them to test you.


Then I very calmly explained to Marvin and his supervisor Josh that I would not give them a single penny more for anything at all. I had to stand my ground, but that’s not too hard for me, since it was a simple argument and both of them agreed they wouldn’t spend their money on it either.

From there it was still another 90 minutes until yourself, Marvin, and the Long Island City store resolved the billing. Do you know what I did with those 90 minutes? First I had dinner at the Outback Steakhouse next door. Then I walked around the Best Buy store and politely struck up a conversation with every single customer I saw buying something over $100. I explained to them where they could go get the same item for less money, and worked very hard at talking them out of the store to go get a deal elsewhere. I made sure that you lost a good number of sales. Hopefully those customers will never return to Best Buy again.

Sadly, I will return to Best Buy over and over and over again. No, not to bother more customers, I will go ONLY to purchase items that Best Buy is forced to sell at a loss. Be it for a price match, a coupon, or a plain old loss leader. I will be the worst “devil” (That is, in case you don’t know your own company’s term for bargain shoppers) customer you have ever seen. And I will brag about my purchases to my radio audience.

That is bad news, because I literally own thousands of DVDs, and I used to browse at Best Buy on a regular basis and pick up an overpriced movie once a week or so.

I want to make it very clear to the Best Buy organization that the reason I am so aggressively interested in making sure you legally lose income is that I was so poorly treated by the entire staff at the Long Island City store and Mr. Davis in your corporate headquarters. If I ever see the LIC store with a new staff that treat people like human beings and know how to be remotely professional, I will consider shopping there again.

You clearly have no idea how to treat a customer; perhaps manual labor suits you better.

Before I left, Raschan the store manager wanted to make sure everything was “OK”. God forbid I had anything bad to say about him.

Thank you for wasting many hours of my life, all I wanted to do was buy a radio.





P.S. I am selling all of my Best Buy stock first thing in the morning.

CC: BBY HR
Brad Anderson CEO
Wall Street Journal
Sirius

[ladywine]

:10:

[BigJimSlade]

I have had similiar problems with Best Buy. The only time I got fast service is when I really needed somthing in a hurry and tipped the car guy $20 to install a radio.

If I can avoid dealing with them in the future, I will. The service reps are always scumbags.

Tip, if you ever want service in a Best Buy, the best thing to do is act like a kid. Run in and turn on all the stereos very loud and start picking up plasma tvs and looking at their underbelly and stuff. When an annoyed employee comes over to see what is going on, you can get your business in.