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Find your family story.

I Did It. I Got One.

11/13/2011

20 Comments

 
Picture
What did I get? A laptop. Of course, it wasn't easy. I researched it for a while, read reviews, then the real work started. It should be easy for a person to go into a brick and mortar retail establishment, like Best Buy, for a specific item and purchase it, right? Well, it's easy if you can get a clerk to wait on you. I perused the laptops for an hour. And? Not once did anyone ever even acknowledge me. [Frustrated doesn't even cover it.]

Then one of the three clerks [none of whom were waiting on anyone], finally walked by, and as if I and my possible computer shopping needs were an afterthought, he asked, "Are you all right, ma'am?" He didn't even slow down as he was walking by. In fact, when I replied that I'd like to buy the particular laptop I was standing in front of, he had to retrace his steps back to me. [Gee. I hope I wasn't interrupting anything important.]

His reply was, "Lemme see if we have any in stock."

"You do."

"How do you know?"

"I checked your inventory online."

"Well, lemme go check."

And as I was standing so very patiently awaiting for the ultra-busy Best Buy Wonder Boy clerk to come back with my laptop in hand, an elderly woman entered the department. Now this? This was bad. The other 2 clerks who up until now had been doing nothing of huge importance that I could tell bombarded the lady. They hounded her. Oops, I mean they followed her to every laptop extolling the virtues of every device. Then one of the clerks said, "Come here. Lemme show you this better one. [In case you didn't know, 'better' is code for more expensive.]

"But that one is so much more expensive!"

Then the other used car salesman [Oops. I mean sales clerk.] piped up, "But the other one you were looking at was an i5. But this one? This one is an iiiiiiiiiiii7." [No. I'm not having keyboard issues. That's how he said it. Iiiiiiiiiiiii.]

"But the price is so much more."

"This i7 is the best one, and it's not even the highest. The highest is an i9."

"I don't know..."

Now here? I almost said something. Seriously? An i9?

You know how the media got all caught up in the there's-gonna-be-an-iPhone5-I-wonder-what-it's-gonna-look-like frenzy? Then it turned out it wasn't called an iPhone 5, but an iPhone 4S. The media sometimes thinks it's so all-knowing, but they're not. Well, the same kind of thing happened with the new Intel processor. Rumor was that it was going to be called the i9, but it was called an i7. And today there is a first generation and a second generation, but they're both an i7. There is no i9.

And? The terrible thing is that they never ~not once~ asked her the most important question of all, "What are you going to use the laptop for?" If you are not a professional photographer, not a gamer, not a CAD guru, nor any other technological wonder, you probably don't need an i7 processor in your laptop. I know 'cause I did my homework before going shopping. Basically, it comes down to how and what you're going to use the compute for. I mean, was she just going to use it for email, Facebook, and photos of grandchildren? Or perhaps genealogy research?

The laptop they were trying to talk her into cost $1200 with an 2nd generation i7 processor in it. [Okay. I had looked at it while waiting to be waited on by the ultra-busy Best Buy Wonder Boy clerk. So sue me.]

'Bout this time the ultra-busy Best Buy Wonder Boy clerk came sauntering back with my laptop in hand. "Guess what! I found one." [Will wonders never cease?]

"So, are you going to need wifi?"

"No."

"You already have it?"

"Yes."

"Well, you're probably going to need some help setting this computer up."

"Nope."

"Are you sure? I mean, it can get complicated, especially when hooking it up to the wifi."

"No thank you. I can get it done."

"You sure?"

"Yeah. I'm good." [Now? I'm getting perturbed, but I'm in a rush to get to my daughter's basketball tournament. But seriously? This laptop comes with wireless wifi capabilities. It automatically connects to an available network. You know, like the iPhone that I had in hand that I had been constantly checking since I entered the department?]

"Well what about the extended warranty? We have two service plans..."

"Nope. I'm good."

We settled on the brand of virus protection that it came with. [I had a choice. Of course come to find out, the one I picked out isn't compatible with Firefox 8.0. Of course.]  So then he escorted me over to the Geek Squad counter. Apparently the computer sales clerks aren't allowed to ring up purchases any more [even if they're ultra-busy Best Buy Wonder Boys], but the Geek Squad Wonder Boy can.

"Ma'am, [insert the name of super bored Geek Squad Wonder Boy] will be completing your purchase," and off the ultra-busy Best Buy Wonder Boy clerk went to do whatever it is that he does when he's not waiting on anyone.

No 'thank you'. No 'have a nice day'. [Big sigh.]

So, as the super bored Geek Squad Wonder Boy was ringing up my $800 laptop, he gave me the full court press for the service plans. To which I emphatically said, "No". ['Cause I love dashing their dreams of an extra spiff. I used to work retail. I've seen what's behind the curtain. Money-making service plans. That's what.]

But then I had a question for the super bored Geek Squad Wonder Boy. "I have a 2yo hardly-been-used netbook and the power jack has become loose. Can y'all fix that?"

"If it's not under warranty and it's a netbook, then the whole motherboard would need to be replaced which would cost the same amount as a new netbook. So you might as well buy a new one."

"Really? Because I researched it online and found many step-by-step instructions on how to resolder the jack onto the motherboard of the same particular brand and model of netbook. You just have to have the right tools and order some power jacks which aren't expensive and available online. So I guess I'll have to do it myself." [Which I didn't want to do which was why I was asking...]

He had nothing to say. And? No 'thank you. No 'have a nice day.' So I left with my laptop that I just recently named Umber because she's a bold and luscious umber brown in color. And Umber is happy she doesn't have to put up with the ultra-busy Best Buy Wonder Boy and the super bored Geek Squad Wonder Boy anymore. She told me so.

~Caroline


20 Comments
JL link
11/13/2011 04:04:06 pm

Yep, sounds just like a trip I made to help 'new old friend' with a TV/DVD player purchase. Not the same store but close enough. Run all over the map with a deal on til Sunday at 5PM, special pocket-hijacking extra warranty plan with a 30% discount that was really only a discount on the $20 cable. ("Oops, sorry I wasn't clearer about that") and misinformation about LED vs. LCD while the store manager watched the performance from a comfortable distance. Yes, it's always good to do some research first or in between the circus and when you start forking over your money. I hope your purchase turns out to be exactly what you want.

Reply
Nigel Greaves link
11/13/2011 07:46:16 pm

I think it's this kind of attitude that has probably caused the Best Buy UK disaster.

They never seemed to realise that a lack of service, and even basic civility in some cases, results in people walking out of the shop regardless of the low cost.

Will the multi-million pound loss they, together with partners Carphone Warehouse, are facing change the attitude of the shop floor staff?

Probably not, after all if you hire nothing more than box-shifters you'll never get first class, attentive staff.

And of course if things don't change then it's little wonder that the Umber's of this world will seek to find loving, caring homes with genealogy writers!

Reply
Diane Bomenot link
11/13/2011 09:57:11 pm

Hey Caroline -- how pathetic. Just wanted to leave you a note to say, NEVER take a computer to Best Buy for service; they are notorious for bad service and non-accountability. No matter what you bring it in for, they swear they will not destroy your hard drive, then they do, and the old data or hard drive is NEVER made available to you (oh, we're not sure what happened to that). I am a regular reader of the Consumerist Blog - now a part of Consumer Reports - which has so many horror stories they probably don't even print them anymore. Better get the soldering iron out on your own!!!

Reply
Stephanie link
11/13/2011 11:42:58 pm

You're not the only one that knows what's behind the curtain. It's quite comical to see them try to convince my network engineer hubby that we need help getting the lovely new set-up, well, set up. We say no a lot. I respect that they have a job to do, but sometimes you have to just giggle. Glad you like Umber!

Reply
Linda McCauley link
11/13/2011 11:59:56 pm

This attitude must be in Best Buy's basic training program. I got the same "you look way to dumb to hook this up" routine when I bought a wireless router years ago. When I got home had it working within just a few minutes I really wanted to call him.

Reply
Beth
11/14/2011 12:00:37 am

Hilarious! This is why we order our computers online! Best Buy's service is getting bad and usually you can find a better computer cheaper on web sites like NewEgg, TigerDirect, etc. And my IT hubby can usually help me find a good one. Unfortunately this one he got me is too big, so I'll need to put my foot down next time. (I think I have a 19" and should've stuck with 17". It doesn't fit on my TV tray as well and leave room for my pile of pens and my smart phone.

Reply
kristin link
11/14/2011 12:34:58 am

That's why I've bought all my computers online for the past 15 years.

Reply
Thomas MacEntee link
11/14/2011 12:51:48 am

Great post and you nailed the "experience" in every sense with your accurate description.

I too purchase all my computers and peripherals online, usually at Amazon.com since there is no sales tax.

Reply
Caroline Pointer
11/14/2011 01:12:47 am

In their stores, Best Buy has always had bad service. Now online, I've had no problems with them.

However, the VISA gift cards my hub had won at work did not allow online usage. Had to go to the store.

Usually I only go into the store to buy Best Buy gift cards as gifts.

I AM an affiliate for them, and I totally recommend them for online purchasing, but only if you compare with the online competition. BUT you have to know what features you're comparing. This same laptop that I bought was $900 at Sam's and Amazon. I got it for $811 with tax.

If I could've purchased online I would've comparison shopped with other companies as well as with building it with what I exactly wanted.

However, I wouldn't have Umber with the 17" screen because among other things, I was looking for a 15" screen. But now I TOTALLY love this 17" widescreen of Umber's. All the better to see the internet with.

And? Now I'll be purchasing a soldering gun. Cuz the netbook is useless regardless. And I'm gonna make a local purchase on the soldering gun just to see what happens. Who knows? I could get another blog post out of the purchase and the repairing of my netbook. By myself. ;)

~C

Reply
Denise Spurlock
11/14/2011 01:59:01 am

I love how computer geeks think women cannot POSSIBLY know anything about computers! Your experience is not unlike many I have had. Love the option to buy online so I don't have to deal with them.

Reply
Valerie Elkins link
11/14/2011 02:48:42 am

Ok. I'm curious now. What is Umber's make and model. I am in the market again!
Not so sure about going into Best Buy to do it though.

Reply
GrannyPam link
11/14/2011 03:43:29 am

Yup,I've been insulted by those guys so many times, I buy at MicroCenter or online. I simply won't darken their door again.

Reply
Caroline Pointer
11/14/2011 04:09:58 am

Valerie,

Umber is a HP Pavilion dv7-6B55DX ~ She has the i5 processor 2430M, 8GB memory, and 750GB Hard Drive. More than enough for me because I'm not a gamer, just an occasional PSE 7 user.

Now when looking at reviews, keep a few things in mind:

1. The reviews on the sites that are selling them should be read but taken with a grain of salt. Who knows what a person's abilities are with a computer or technology.
2. Don't go by looks cuz they don't matter when your computer is running slow and you can't multi-task like you want to.
3. Do read reviews by the techie geeks like CNET.com, PCMag.com and gev.com. But just remember they are giving an honest review compared to their idea of a perfect laptop.
4. Before you even start looking, write down what you absolutely hate about your current computer/laptop, what you do with your computer, and what you plan to do with it the next 2-4 years. Then start looking for a computer that can satisfy your own computing needs.

For example, Umber wasn't built to game, which is fine with me. I don't game.

~C

Reply
Dee
11/14/2011 06:40:56 am

Our local Best Buy employees have two modes. If you're looking for something and need help, they go into "let's hide" mode and disappear into thin air. Seriously, I went one time and couldn't find a clerk so I went to the register to have them call someone. Even the cashier had disappeared.

If you're just browsing, they go into the "let's hound the customer until they give in and buy this superspecial, but totally unnecessary item to get me to leave them alone" mode. I actually ended up walking out of the store once to get away from a persistent clerk.

And don't even get me going on Geek Squad. My husband's computer was acting up and neither of us could figure it out so he took it to them. They told us to come back the next day and it would be ready. Two weeks later, they finally said they were done so we went to pick it up. We now have an interesting doorstop because it wouldn't even turn on after they got done with it.

Reply
Deborah Andrew link
11/14/2011 07:10:30 am

Caroline,

I, like you, enjoying dashing their little hopes of selling me something stupid that I don't need by doing online research first.

One thing I like to do if I absolutely have to go in to the store is order online with an in store pick-up. This way I don't have to pay shipping and don't have to deal with the sales people.

Reply
Catherine link
11/16/2011 02:53:00 am

I was told the same thing about replacing the motherboard when I bent the jack (I tripped over the cord) on my Dell by a guy at a local computer repair shop. I, too, looked it up online and knew about soldering, etc. but I don't know how to fix it myself :( I ended up buying a docking station (suggested by the guy at Dell) so I could at least charge the battery (was in the middle of writing my master's thesis and was desperate), but I had to carry that clunky thing around with me. I bought a Toshiba at Best Buy but my experience with the clerks there varies every time I go in (which isn't often as I usually buy online). Now the jack on my Toshiba is loose!

Reply
Heather Wilkinson Rojo link
11/16/2011 07:53:35 am

Wow, I'd look for a local computer repair shop. One that is NOT a chain. They can probably use the business, and it is probably run by a guy/gal who is a real expert. We found a great local guy, and he has saved us through several problems for very reasonable prices.

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