Aaron-GS's dashboard

Aaron-GS replied on November 25, 2009 18:51 to the problem "Best Buy's Geeky Rip-off (upsale maintenance on purchase)" in Best Buy:

Hello Steve,

The purchase of a brand-new computer is by no means a small investment, so I can imagine how anxious you must have felt to find a model that would fit your needs. Rest assured though that while our stores are encouraged to pre-optimize a certain percentage of computers to expedite setup times, these models should only ever account for a small portion of available stock. We strive to ensure that customers have the option to purchase a computer without optimization services, as-is from the manufacturer.

In the event that your local store has sold all of the non-optimized models they have on hand, associates have the ability to assist you by placing an order on BestBuy.com on your behalf. Alternatively, the store may even be able to arrange an inter-store transfer if unopened stock is available elsewhere in your area. Please allow extra time for delivery if you choose one of these external options.

That being said, I hope you’re enjoying your new computer! Please feel free to let me know if you have any other questions.

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Aaron-GS replied on November 04, 2009 19:53 to the problem "Best Buy/Geek Squad completely screwed up my computer" in Best Buy:

Hello Maddie,

I can imagine how frustrated your boyfriend must feel to be without his computer, especially if he’s relying on it locate a new job. Although I do not know why repairs would have taken nearly a week to complete – or why he wouldn’t have been provided a detailed explanation of our service fees – I apologize for any inconvenience he may have encountered.

If he has not already done so, I would strongly encourage you to have your boyfriend contact our Consumer Relations department at 1-888-BEST-BUY (1-888-237-8289) for additional assistance. Alternatively, you may wish to have him fill out a “Contact Us” form through the link I’ve provided below and an associate would be glad to partner with him to find a resolution to this issue.

http://www.bestbuy.com/site/olspage.j...

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Aaron-GS replied on November 04, 2009 19:36 to the question "Help" in Geek Squad:

Hey Patrice,

Most new laptops feature built-in wireless network cards, so as long as you already have a cable modem and a wireless-capable router in your home you may not need anything else. If you’re not sure what kind of equipment you already have though there are a couple things that I would suggest:

• If your modem and router were provided by your cable company, call and ask their technical support hotline to see if additional equipment is necessary – some internet service providers that offer computer networking services are able to offer in-home consultations and hardware upgrades as part of a regular service contract.

• If you purchased the router yourself, double-check your owner’s manual or the manufacturer’s website to see if your router supports wireless networks. You’ll want to make sure that both your router and the laptop you purchase support the same wireless connection standard (B, G, or N).

If you’re still not sure how to proceed, please feel free to give Geek Squad® a call at 1-800-433-5778 for additional assistance. One of our associates would be glad to schedule you an in-home service appointment and help you design a home networking solution that will fit your needs.

I hope this helps you out!

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Aaron-GS replied on September 01, 2009 21:49 to the problem "Can't Reach a Human at Best Buy" in Best Buy:

Hey chapoec,

I was disheartened to learn about your recent difficulties with our Visalia, CA store location! Although I do not know why you would be unable to reach an in-store associate, I apologize if you found this to be the case. Best Buy® strives to ensure that each and every customer receives prompt and courteous service, and it’s disappointing to hear when we may have been unable to meet that expectation

If you are still in need of assistance, I would strongly encourage you to contact us by calling 1-888-BEST-BUY (1-888-237-8289). Whether you have a store-related question, repair concern or general inquiry, one of our phone reps would be glad to help you out. If you’d like, you can even send us an e-mail by filling out the e-mail contact form on the “Contact Us” page of BestBuy.com.

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Aaron-GS replied on July 23, 2009 20:25 to the question "Best Buy PSP" in Best Buy:

Hello teresa,

Whenever one of our service centers exchanges a product under our Rapid Exchange program they first attempt to replace it with the exact same model. If that model is no longer available then Best Buy replaces it with a product with comparable features and functionality. Additional accessories (such as lenses, flashes, and cases) that you may have purchased, however, do not factor into which replacement model is provided.

Now, you are correct in understanding that our stores are empowered to issue customers a store credit in the event that no comparable technology is available. Be forewarned though that gift cards are only issued at the store’s discretion otherwise, and doing so would automatically fulfill any applicable service plan coverage.

I hope this helps you out!

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Aaron-GS replied on July 10, 2009 18:52 to the question "Is Best Buy going to harm Twitter?" in Twitter:

Hello John,

Best Buy® has chosen to engage its customers using Twitter for a number of different reasons, but the most important of which are so that we can share information regarding our community involvement and so that we can partner with customers to find ways of improving their overall Best Buy experience.

Whether it’s a field employee using the #bbytweets hashtag to talk about an event happening in their area, tweets from one of our executive officers (@bjdsr, @BestBuyCMO) about new company initiatives, or simply assistance being provided by @twelpforce or @bby_community, our goal is to provide a level of transparency that you won’t find with any other retailer.

Here are a couple examples of how we’re using Twitter to make a difference:

http://tinyurl.com/BBYPenguin

http://tinyurl.com/6f6ua4

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Aaron-GS replied on June 25, 2009 20:09 to the question "Best Buy: Please take back my sad Sony Vaio VGN-CR420E" in Best Buy:

Hey Julie,

There are a number of reasons why you might be experiencing this problem, so I would be hesitant to guess what the cause might be without being able to physically examine your computer. I would strongly encourage you, however, to speak with a factory-authorized technician or a Geek Squad® agent at your local Best Buy® store for further assistance as this may be a warning sign of potential hardware failure.

Additionally, you may wish to contact Sony’s technical support hotline at 1-800-222-7669 if you are still within the original factory warranty period. Many manufacturers are able to provide free, over-the-phone troubleshooting support while the original factory warranty is still in effect, and a representative may be able to help you solve the problem in the privacy of your own home.

Hope this helps you out.

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Aaron-GS replied on June 25, 2009 19:28 to the question "Black spot" in Geek Squad:

Hey Chaz,

Although many display problems can generally be fixed, it’s difficult to determine whether or not it would be cost effective to do so without having a factory authorized technician examine the unit. LCD screen repairs can often prove to be quite costly, so you may find it less expensive to physically replace the computer if it is both a number of years old and beyond its original factory coverage.

If you’re not quite sure what to do, however, I would strongly encourage you to speak with a technician at your local Best Buy® store for further information. In-store associates are always able to provide you a number of options, including repair estimates should you ultimately choose to go that route.

I hope this helps you out!

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Aaron-GS replied on June 22, 2009 18:38 to the problem "Best Buy Profiles customers to check "acceptablity"" in Best Buy:

Hello ed bowie,

I’m sorry to hear about the difficulties you encountered with your recent purchase! Although I do not know why your check would have been rejected, I can certainly understand how frustrated you must feel if this was the case.

It’s important to remember though that whenever Best Buy® accepts a check as payment, that check must first be verified by Certegy. Certegy not only determines whether or not the checking account is still valid, but also verifies that sufficient funds are present and that no negative reports exist on the account. Should a check fail any of Certegy’s requirements and be rejected then, the only options available to our customers are to choose another form of payment or to contact Certegy directly at 1-800-237-4851 for further assistance. Best Buy® cannot, however, accept a check once it has been declined.

It’s regrettable if this does not meet your expectations, but rest assured that management will have the opportunity to review this situation. Thanks for taking the time to share your experience with us.

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Aaron-GS replied on June 18, 2009 23:22 to the problem "Sony Vaio ..Not able to charge" in Best Buy:

Hey Raghavendra,

I’m sorry to hear about your recent laptop troubles! Although I do not know exactly why you would be encountering such difficulties, there is a strong possibility that your computer may have experienced an electrical short or have a loose internal connection. In either case, I’d be glad to help you out.

First, I would strongly recommend that you speak with a Sony representative at 1-800-222-SONY (1-800-222-7669) if you are still within the original factory warranty period. Most manufacturers are able to provide basic troubleshooting support over the phone while the factory warranty is in effect, and I would imagine Sony to be no different.

Should troubleshooting fail to resolve the issue, however, you may wish to seek repairs through your local Best Buy® store. Simply bring your computer to the Geek Squad® counter and an associate would be glad to provide you a number of repair options.

Hope this helps you out!

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Aaron-GS replied on June 12, 2009 18:27 to the question "Search wheel jumps and its very touchy" in Best Buy:

Hey SINDY,

I’m sorry to hear about the difficulties you’ve been encountering with your MP3 player! I rely on mine on a nearly daily basis and would be disappointed as well in a similar situation. Although I do not know why your player’s search wheel would skip tracks or be overly sensitive, rest assured that there are a couple of different ways that you can seek service and support.

The first recommendation that I would make is to contact Insignia’s technical support hotline at 1-877-467-4289. Not only should a representative be able to help you trouble-shoot the problem, but they should also be able to provide you a number of repair options if ultimately turns out to be a hardware failure.

Second, remember that you can always speak with a technician at your local Best Buy® store for repairs under your factory warranty coverage. Simply stop by the repair counters with the player and a copy of your original receipt and a Geek Squad® agent would be glad to help you out.

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Aaron-GS replied on June 03, 2009 16:21 to the question "Why is there no firmware of any kind available for the Pilot?" in Best Buy:

Hello Dane,

I’m sorry to hear about the difficulties you’ve been encountering with your Insignia Pilot. I rely upon my MP3 player on a nearly daily basis, so I can certainly imagine how frustrated you must feel to be without yours. Although firmware updates are not available for this specific product on Insignia’s website, remember that Best Buy® is always able to assist you with any necessary repairs under your factory warranty coverage.

Keep in mind, however, that we are generally unable to replace discontinued products with the exact same item if they are no longer available. In most cases, customers will typically be provided the option to either replace their original product with a comparable model (not to exceed the original product’s purchase price) or a gift card for the purchase price of the original model that can be used towards anything at their local store or on BestBuy.com.

It’s regrettable if this does not meet your expectations, but rest assured that management staff will have the opportunity to review the situation. If you have any other questions or concerns in the meantime, please do not hesitate to let me know. Simply send an e-mail to online.communities@bestbuy.com and I’d be glad to help you out.

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Aaron-GS replied on June 01, 2009 17:36 to the question "Best Buy PSP" in Best Buy:

Hello Lorne,

I’m sorry to hear about the trouble with your washing machine! I can imagine how frustrated you must feel to be without it, especially if you have a large family to look after. I would be disappointed as well in a similar situation.

Although I do not know why there would have been any confusion regarding your service plan coverage, I would be glad to clarify how a No Lemon replacement works. Best Buy® will gladly replace any product covered under Performance Service Plan (PSP) or Geek Squad® Black Tie Protection (GSBTP) whenever one or more of the following conditions are met:

• Parts are not available
• Repairs prove to be uneconomical
• Three previous qualifying hardware repairs have been performed and a fourth qualifying hardware failure has been confirmed

Please note, however, that the number of service appointments you may have scheduled has no bearing on whether or not a product is replaced.

If you are still having difficulty with your washing machine I would strongly encourage you to contact me directly at online.communities@bestbuy.com for further assistance. Simply send me an e-mail with your service plan brochure number and work order number (if available) and I’d be happy to help you find a resolution to this issue.

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Aaron-GS replied on February 18, 2009 15:58 to the question "Why does my Insignia Pilot Player 4GB say that I have no songs on it?" in Best Buy:

Hey Betty,

I’m sorry to hear about your MP3 player troubles! Initially I thought that this may have simply been an ID3 tagging issue, but that certainly wouldn’t explain why your player turns off frequently during the charging or synching process. If you’ve already tried all of the troubleshooting steps in your owner’s manual, you may want to consider giving Insignia’s technical support hotline a call at 1-877-467-4289. A support rep may be able to provide some additional suggestions, and should be able to let you know what your repair options are if this turns out to be a hardware defect.

Hope this helps you out!

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Aaron-GS replied on February 02, 2009 19:04 to the problem "Worthless Geek Squad Warranty on KODAK digital camera" in Best Buy:

Hey G_Link,

I’m sorry to hear about your recent camera troubles! I can certainly imagine your frustration, especially if there has been any confusion over what type of coverage you purchased. Without knowing more details regarding your Performance Service Plan (PSP), however, I would not necessarily be able to tell you what your options are at this time. As such, I would like to invite you to contact us at online.communities@bestbuy.com if you have not done so already. Please reference case #57301840 and we’d be glad to help you out!

Thanks,

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Aaron-GS replied on January 16, 2009 22:28 to the question "Bluetooth issues with Insignia Pilot" in Best Buy:

Hey Ralph,

According to the manufacturer, Bluetooth headphones need to support Advanced Audio Distribution Profile (A2DP) – and optionally Audio/Video Remote Control Profile (AVRCP) – in order to control any Insignia Pilot MP3 player with this capability. As long as your headphones support A2DP, all you should need to do is turn the Bluetooth radio on and enter the PIN code listed in the headphones’ owner’s manual documentation. If you’re not quite sure how to do this, however, you should be able to find step-by-step instructions on www.insignia-products.com or by calling Insignia’s toll-free tech support hotline at 1-877-467-4289.

Hope this helps you out!

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Aaron-GS replied on January 06, 2009 22:11 to the question "My Rapid Exchange iPod came back as a counterfeit iPod." in Best Buy:

Hey marjb03,

Whenever Best Buy® exchanges an iPod under our Rapid Exchange program, the replacement that we provide our customers is usually going to be a refurbished or rebuilt model. “Refurbished” products are those that may have had specific parts replaced in order to return them to their original factory specifications. Keep in mind, however, that these replacement parts may not always be made by the original equipment manufacturer (OEM) and may bear a slightly different appearance!

In this particular instance, the iPod that you received most likely had sustained some kind of damage to its casing prior to being refurbished/rebuilt by a Best Buy® technician. Although the replacement case that was used to address the issue may not reflect the Apple logo being an aftermarket part, I assure you that this by no means indicates that you received a “counterfeit” iPod.

If you have any other questions or concerns though, please do not hesitate to contact us at online.communities@bestbuy.com. We’d be glad to help you out!

Thanks,

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Aaron-GS replied on December 30, 2008 18:13 to the idea "no assistance" in Best Buy:

Hey fiascoqueen,

I’m sorry to hear about your recent experience! I certainly understand how frustrating it can be when you’re unable to find an associate that’s able to assist you, especially when looking to make a relatively simple purchase. I assure you though that this is not the kind of experience that Best Buy® wants for its customers and that our stores usually have several options available to avoid this kind of situation.

That being said, remember that you can always speak with an associate at your local store’s customer service desk if you are unable to find a sales person that’s able to assist you. They’d be glad to help you out, and should be able to answer any questions you may happen to have. Some of our stores even offer a “personal shopper” service that lets you schedule time with a product specialist who can help you navigate the store, so make sure to ask an associate for more information during your next visit!

Thanks for letting us know!

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Aaron-GS replied on December 19, 2008 21:51 to the praise "Thanks Best Buy!" in Best Buy:

Hey Ms. Bass,

I’m sorry to hear about any trouble you may have encountered with your local store! I have read the notes from the case you provided, and I would like to assure you that what happened is most certainly not the kind of experience that Best Buy® would want for its customers! I’m glad to hear though that Bill was able to help find a resolution to this issue.

Thanks for keeping us updated!

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Aaron-GS replied on December 19, 2008 21:48 to the question "Best Buy Blue Shirt Test" in Best Buy:

Hey kenpobass,

I’m sorry to hear about your recent troubles! I want to assure you though that what you might be experiencing is definitely not the norm – Best Buy® wants to make sure that all of its employees are given the same training and learning opportunities!

If you’ve been having difficulty getting answers to your questions, I’d strongly recommend checking out www.bestbuylearninglounge.com. This site features a wide variety of e-learning tools (photos, videos and step-by-step guides) for nearly every department in our retail stores, including Digital Imaging. There you can also find links to Best Buy’s internal Wiki, the WaterCooler, and even a list of required training for all store associates.

Hope this helps you out, and welcome to the Best Buy® family!

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.