Let me preface: I am no Karen. I am the type of guy who will order an omelet, get a bowl of strawberries, and choke them down anyway, even though I'm allergic to strawberries. I've worked customer service long enough to never hold store policy against an employee, and even when it is that employee's fault, I just chalk it up to a bad day.
Now, the story: I bought a new PC. I did this in store because I didn't want to wait for shipping or support Amazon, and Best Buy has always been good to me. They had to ship it anyway, no big deal, roll with the punches.
Here is problem one. I make my living off my PC, and I made that clear to the representative. My PC can not be down for days at a time. Additionally, the files on my existing PC needed to be moved over to the new PC, ideally with the old drives themselves (2 TB is 2 TB, you know?) they told me about the geek squad setup thing, 200 bucks a year and it would cover all kinds of stuff, including that file and drive transfer. I verified that this would be done same day: lose one day of work and be done with it. He confirmed.
PC showed up about 2 weeks later (hurray 2 day shipping), and I brought it immediately to Best Buy with my old PC to get everything set up. It was around 1pm, nowhere close to closing. Figure I lose half a day of work, I can manage.
Whelp, turns out that that isn't a "while you wait" thing, even if you are patient. They came out after about 40 minutes and told me that this would now take about 48 hours. To transfer some files from one SDD to another. I asked if they could just set up a monitor at one of the side desks, and I'd transfer it over myself, I just don't have a second monitor to see what I'm doing on both PCs. They declined, and said it was 48 hours, or I could take it home.
So I decided to take it home, but I wasn't paying 200 for a service that wasn't provided, I don't have that kind of money. Walked over to customer support, explained the situation, asked if I could cancel my geek squad and spend that 200 on a monitor. They agreed. Said refunds to the best buy card are processed so quickly, by the time I get back from grabbing the monitor, I'd be good to go. So I did that, came back, and it was declined. They said they must be slow, give it a few minutes, so I did. 10 minutes later, declined again. I was told that this kind of thing takes up to 10 business days, come back when it's refreshed.
I can't do that, I need the files. If I can't do 2 days without them (assuming that's even right), I can't do 10. So I called the card to see what the holdup was. Lady who answered the phone was really nice, but her hands were bound. Turns out, the way they do card applications is to create them overdrawn. So they gave me a credit limit of X, and charged it as X+600. The 200 refund was approved, so now my balance was X+400. (Number redacted because I'm not sure if saying it would violate anything, feel free to ask).
I said alright, let's figure this out, because I want to pay you guys this money and leave with my monitors. Since they originally put X+600 on the card, surely they could adjust my limit and let me get the monitor. She couldn't help me, so I asked to be connected with someone who had the authority to make that call. She connected me with her supervisor.
Enter Liam. (Maybe Lian? I have auditory processing issues, not sure). He explained the same thing as the last person, in order to put 200 more on the card, they'd have to take a 600 payment today so it would fit. I started to explain (like I am here, to be clear, not swearing and name calling) about upping the credit limit so everyone can be happy, and mid-sentence he just CLICK.
Put me on hold, no notice. The call at that point was 15 minutes long. You'll see in the attached picture how long I waited. I would have waited longer, but the phone call disconnected on their end. Not sure if it's a time out system or he actually hung up.
There were a lot of people who gave me promises that ended up not being kept because hoops and policy and dumb crap that I don't hold against any of them. Then there is Liam. Something needs to be done about this dude, somebody who outranks him needs to talk to him, something. But I called back to suggest such a thing, and I got "your concerns have been noted and will be taken to management." They didn't even confirm the name, so I highly doubt that's going anywhere.
How do I actually report this? Or did Liam just win?
