carlaanderson.net

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Hello everyone,
I know I have not made a post in a while. I have been pretty busy as of late.

Luckily, Carla Anderson, my wife, has now started a blog of her own.

Lately, she has been posting far more frequently than I.
So if you are interested in what is going on in our lives and can’t find it here please check out her blog:

carlaanderson.net.

Marriage and Other Life Changes

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Just wanted to let everyone know why there has been a lack of updates lately.

I got married on August 12, 2006 to Carla Sepulvado. She is a wonderful person, and I have truly never been happier. We then took a week honeymoon to Walt Disney World. Gearing up for the Wedding left me little time to update the blog in the last few weeks. The wedding was wonderful. Around 500 people attended. Carla and Her parents did a wonderful job planning and organizing the wedding details. Like most Grooms, I was more support and suggestions :). I can never thank them enough for the special wedding gave Carla and I. The reception flew by. I can’t wait to see the video/photos, because I know I did not get to greet everyone, and I never even made it to the side of the room with the food.

In other news, on August 7th I started a new Job at New Tech Computer Systems here in Shreveport. Due to time off taken for the wedding/honeymoon, I have only been working around 7 days. So far I am really enjoying it. I have a lot more on my plate at New Tech, so the days have been flying by. This has also led to a slowdown in blog posts. I am not complaining however, being busy is a good thing.

I just thought I would update everyone on what has been going on in my life.

Now back to Work!
Dave

Best Buy Update #5

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I went to my local Best Buy store last night. Not only did they have my laptop, but they had also replaced the screen. (YAY!)

Everything seems to be in working order.

Oddly, they restored the hard drive using a set of the laptop’s restore CD’s (which I did not send them).

I made an image of the drive before sending it off, and I was planning to format soon anyway, so it is not that big of a deal.
Still, I cannot imagine why replace the screen would cause them for wipe the hard drive.

I almost wonder if it was done simply out of spite. Just to cause me more lost time or something.

Either way, I now have my laptop again.
It has been repaired.
And I know to never trust Best Buy or their Performance Service Plan ever again.

Dave

Best Buy Update #4

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Lovely.
I just recieved a call from the customer who recieved my laptop the first time I shipped it off for repair.

He informed me that Best Buy had left a message on his answering machine, letting him know that his laptop was ready for pickup at the store in Shreveport, LA.

Good thing I had the unit shipped back to my local store rather than my home, otherwise it would be in the wrong city again.

I cannot believe that they still have the information incorrect in their system.

That is simply ridiculous.

I will pick it up today (if they will let me, since I have no ticket, and the wrong name is on the service order.)

Hopefully the unit is actually fixed.

I will keep you updated

Best Buy Update #3

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For the full saga, please see my previous posts: Best Buy Service Mismanagement, Best Buy Update, and Best Buy Update #2.

I finally got in touch with Best Buy today to inquire about my laptop.

Unsurprisingly, the representative confirmed that the service order was showing a status of “shipped to service center” and could not find any other notes on the laptop.

She decides to call the store to find out more details.
It takes about a half-hour to contact the store.

Once the store is reached, the Geek Squad agent at the store is also unable to find the laptop as no notes are left on the unit.

The agent from the store calls DEX, my local store’s service center in an attempt to locate my laptop.

At this point I’m worried. This is the third time that Best Buy has lost my laptop.

After another half-hour or so, I receive a call. They have found my laptop. (YAY!)

For some reason, a new ticket was created on my laptop. The previous service order was still open, and there were no notes in the original service order indicating that a new ticket had been created, or even why a new ticket was created.

The customer service representative gives me the new service order number.
She then informs me that the laptop has supposedly been repaired, and that the unit is on its way back to my local store in Shreveport, LA.

If the fact that Best Buy lost my laptop for a third time was not scary enough, I soon find out more scary details.
After visiting GeekSquad.com to track my new service order number, I see why they were unable to find the new ticket.

You guessed it, the NEW TICKET IS IN THE WRONG NAME!
Once again the ticket has been made out in the name of the customer who received my laptop the first time.

Unbelievable!
Thank God that the laptop is returning to my local store and not being shipped to my home again. Otherwise, it is obvious that the laptop would have been mailed to the wrong customer in the wrong city a second time.

How can Best Buy be this incompetent?

They have lost my laptop three times.
They mailed it to another customer.

After all of this they still have not corrected the problems in their system that caused the problems in the first place?

Best Buy has basically shown me that they do not care about their customers.
The sad part is, since my situation has not caused them to fix their internal problems on any level, it is certain to happen time and time again to poor customers who lay down their hard earned dollars for the supposed “Protection” that Best
Buy sells as their Performance Service Plan.

Best Buy obviously is only interested in profit at any cost, and is not concerned with the satisfaction of their customer base.

I believe I am still going to address this with Best Buy’s corporate office.
Even if by some miracle the laptop is actually fixed this time, the company still owes me an apology, and needs a huge wakeup call to prevent other customers from falling victim to mismanagement, incompetence, and lack of responsibility.

I am not the type to demand compensation for other people’s simple mistakes, but at this point I have been without my laptop for nearly two months.
If Best Buy is going to take such little responsibility for their actions, maybe this needs to be escalated even higher.
Maybe if this affected their pocketbook rather than mine they would sit up and take notice.
Since obviously, that is all Best Buy pays attention to.

Dave

Best Buy Update #2

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For Those of you who missed my previous posts, please see:
Best Buy Service Mismanagement and Best Buy Update

As reported in my previous posts, I sent my laptop off to service for the cracked screen on December 21, 2005.

Apparently, the laptop has been lost again, or is simply being ignored by Best Buy.

The expected completion date on the ticket is listed as January 1, 2006.

Obviously, the both the service center and UPS were closed for the Christmas and New Years Holidays so I expected some delay.

Imagine my suprise however when today I log onto geeksquad.com to track my repair, and the status is listed as “Shipped to the Service Center.”

According to geeksquad.com it hasn’t even reached the service center yet!

To make matters more frightening, my laptop has shown this status since before Christmas!

With all of the previous problems with this unit, you would think that they would keep close tabs to ensure customer satisfaction.
However, this is not the case.

I will be contacting them again today, and will post another update when I know more.

All I can say is:
Unbelieveable.

Best Buy Update

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Buck passing continues.
Talked to 1-888-BEST-BUY again today. They looked at the ticked and said that the service order should be switched to store warranty rather than COD.
Also they said the PSP information was missing, and should be added to the ticket somewhere, even though it is expired.

They are supposedly adding this information to my service order.

We will see if it gets fixed. They are giving me the assurance that this issue will be resolved.

Fingers crossed…

Dave

Best Buy Service Mismanagement

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/*RANT*/

I am getting very frustrated with Best Buy Service as a whole.
Back in the early part of November I took my laptop in to be serviced. It was a minor fix, my service plan would be expiring in a month, and one of the fans was dying. The service plan was in the wrong customer’s name, so they supposedly corrected the information, and clearly marked my home address as the return to address. The laptop was supposed to arrive back in around 2 weeks.

That didn’t happen.

Instead, somehow, the service center shipped it to another customer. Not to the store mind you, but another customer’s house.

Angry that they had shipped my personal property to another customer, I called Best Buy Customer Support (1-888-BEST-BUY).
I was actually told by the representative, “Couldn’t you call that customer and get them to mail it to you?”
I responded “What?!? Best Buy mis-shipped my personal property, and then they expect the other customer to pay to ship it back to me?”

I think not.

I told them that I MIGHT be able to get the customer to bring it into the store in his home city, and let Best Buy ship it back. I noted however, that it should be Best Buy’s responsibility to contact the other customer, not mine.

She told me that the shipping information on the package was correct, but they must have gotten the address from my service plan. I told them that I never transferred my service plan, that it was some type of mistake on their end, and that the store had changed it for me when I dropped the laptop off.
She then informs me that the computer was still showing the wrong Service Plan information, and then she (supposedly) corrected it for me.

She claims that their service center DEX was at fault and someone from DEX would be calling me the next day when DEX was open.
Passing the buck indeed. I believe that is Best Buy’s Mission Statement.

I just wanted my property back, so I called the customer who received my laptop personally.
That customer agreed to take it to the store for me. Wasting his time and gasoline, although we were both furious at Best Buy for making us handle it ourselves.

Around three days pass, no laptop, and (of course) no call from DEX.

I call Best Buy again. I am told that they will need to contact the store in Baton Rouge where the other customer lived to find out what is going on with my laptop, because the Baton Rouge store never created a ticket for my laptop when it was brought in. They were unable to get in contact with the Baton Rouge store when I was on the phone. So I was told the representative would contact the store, and call me back.

Of course, I received no call by the next day. So I called again.

Finally, some progress. The representative was helpful. He told me my previous call was closed with no notes, but that he would try contacting Baton Rouge for me. Once again he was unable to reach Baton Rouge by phone, but told me he would call me back when he was able to reach them. I didn’t believe him due to past experience, but decided to give him a shot.

He calls me back around one hour later and informs me that Baton Rouge has the laptop. And had shipped it “3 days ago.” The shipping supervisor at the store was unavailable, but it had been shipped and the supervisor would be calling me back to give me tracking information.

By that night, still not tracking information.

I called again. This time I was livid.
I demanded to speak with a supervisor or manager.

When the supervisor gets on the phone, I start telling him the whole twisted tale and the mismanagement on all levels of Best Buy service. As the Store level had failed, the service center had failed, and the representatives at their call center had failed several times. All in all, the only ones who had done anything about the situation, was the one representative I lasted talked to, myself, and the other customer. This was Best Buy’s mistake and I wasn’t happy that I was basically resolving it for them.

He again says he can’t get in touch with the store, but as a supervisor had left a call for the store manager, and that one way or another he would call me back the next day. This was his guarantee.

The next day rolls around, no call. I am very angry.
When I arrived home Viola! My laptop was on the front porch.
I assume the supervisor assumed since I would have my laptop, he no longer needed to call, but he said he would call one way or the other, and I wasn’t all that thrilled that he too failed to call me. A courtesy call should have been made anyway.
The package was beaten pretty badly and very dented.
Also I noticed it had “Overnight Air” Stickers all over it. I tracked it online, and of course it was shipped the previous day when I called them, not “3 days ago” like the store had claimed. That explains the lack of tracking numbers.

I open my package and see that it is not packaged that well. The plastic sleeve they put the laptop in had slid partially off of the laptop, but it was still in the Styrofoam, and wasn’t in pieces.

I power the laptop on and begin checking it for problems.

Good news: The dying fan I shipped it in for has been fixed. YAY!

Bad news: the top right corner of the LCD had a hairline fracture.

GRRRRRRRRRRRRRRRRR!

Likely due to all of their mis-shipping, the laptop’s screen had been damaged.

However, since it had been around a month and a half since I initially shipped the laptop off, my service plan had now expired.

I call 1-888-BEST-BUY again. I tell them my issue and they look at my all of my previous call notes and case numbers. They determine that this is their fault. They instruct me to take the laptop back to the store (!), and that they will ship it off and repair it. They have made special notes on the case to inform everyone of what is going on, and to accept the unit, even though the service plan had expired.

Last night I take my unit in. They guy in the store had to call 1-888-BEST-BUY to determine how to ship it.

They tell him the only notes on my case are “Take it to the store for further advice” and that he was to send it back to the service center as a COD, and note the previous service tag.

He asks me if they had the right address, and sure enough they still had the wrong customer name and address in their computer!?!?!? They changed it in the first store. They have supposedly changed it over the phone two times, yet somehow still, it is not correct in the system. Who runs this place?

Of course by now, I know Best Buy very well. This thing will not get fixed. Best Buy is passing the buck and trying to get DEX to pay the COD charge of replacing the screen which will be over $200. DEX is not going to take the hit, and there will be no service plan to charge it to, so it will likely return unfixed. The laptop will enter an endless loop of buck passing and shunning resposibility.

I am in disbelief that Best Buy still won’t own up to their mistake, and simply fix the issue.
It’s very simple. Take the $200 loss. Fix my laptop the way it should be fixed.

They will move on with their lives, I will move on with mine (although future service plans are probably out of the question), and everyone will get what they want.

I am not extorting Best Buy in anyway. I am not demanding money for the goof up. I just want my property fixed and returned.

Honestly Best Buy owes me something. An apology for sure, and a gift card or something for the inconvenience would be nice. This is just terrible customer service all the way around.

However, I never asked for anything, just for my laptop back.
This has been a huge inconvenience for me, not to mention I shelled out over $200 for this service plan, and all I got for it was a replaced fan.

They made their money on the service plan. All I want is the service I paid for.

I will be calling them back today and will make an update post when I know more information.

/*END RANT*/

I am now a MCAD.

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I finished up my MCAD today by passing Microsoft Exam 70-320! Only one more test to get MCSD!

I love Carla Jo Sepulvado

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Happy Valentine’s Day To The Greatest Thing That Ever Happened To Me!