Duncan Best Buy comes through again
We were experiencing lengthy charging times for our tablet battery. The tablet had a two-year Best Buy replacement warranty. When my wife bought the tablet in December 2015, she was specifically told that if there are any problems during the two years, the warranty we had purchased would enable us to get the money back for the tablet to buy another one.
We took the tablet to a Best Buy that was near our travel route. It was shipped off to Geek Squad Vancouver and even though it was clearly stated that the charging time was the problem, the technicians did only their standard tests and told us that the battery was just fine. They didn’t check the charging at all. When I pointed this oversight out, one of the people at the store suggested that maybe my charger was at fault or maybe it was the charger’s cable or maybe it could be the electrical system in our house. I did two tests with different chargers, cables and even outlets, finding they produced near identical charging times (and rates).
So, I brought the matter up on the phone with Ethan at the Duncan Best Buy store. Instead of giving me imaginative theorizings, he suggested that batteries that get old may be discharging as they are charged. He understood the predicament that Geek Squad Central had left me in and suggested I talk to someone in management at his store. He even went to the trouble of posting on their bulletin board, the fact that I was going to be coming in the next day.
The excellent former manager, Manesh, I had written highly about in a previous letter had moved to Nanaimo, but one of the supervisors, Morgan, met with us. We explained the situation to her and she immediately said that she could see a couple of options, but that she would like to keep the tablet and discuss the matter with someone in the tech department. Later that afternoon she called us with two solutions. The first was to send the tablet back and try to get Geek Squad Vancouver to address the problem that had been clearly stated, while the other was to follow through on the warranty and refund the money so that we could get another tablet.
We chose the latter. Morgan assisted us in choosing a tablet, looked for a stylus, did all the paperwork and even told me I could bring in our tablet’s charger (which I had accidentally left behind) next time I came into the store. She made the process as smooth as possible!
No run-a-rounds! No defending some fictious Best Buy Holy Grail!
Just proper action from a wonderful supervisor who really did care about her customers and the service she would provide them!
What is remarkable about the staff I have encountered at this store is they really do understand that we are all on the same side. They provide the highest quality service because they really are interested in working with you to provide the best solutions.
This will be the only Best Buy store we will shop at from now on. Even though it is out of our usual travel route, going into that store and associating with people like Morgan (and Ethan, Chloe, Heather, Britany and others) is truly a pleasure!
Prad and Ranjana Basu
Shawnigan Lake