Best Buy Nashua

My brother who lives in Illinois, bought a brand new HP laptop at the Nashua, NH store. He is totally computer illiterate, which he tried to convey when he purchased the device, but he needs it for his emails, banking, and to pay his bills. Unfortunately, the person who sold him this laptop didn't realize just how truly computer illiterate he was. He drives from Illinois every year to visit family and friends and drives home. Upon trying to use his laptop for the first time at his friend's house, he was in a panic. He called to tell me his new laptop was totally unusable. Not realizing his inability to use the new technology he now had, I took him at his word that there was something wrong with the device he was sold. My frustration with Best Buy comes from the point of view that the 'Geek Squad' he paid extra for was unavailable to help him without an appointment. He was leaving early the following morning from Mass. and driving back to Illinois and didn't have the luxury of waiting around for help. The nearest Best Buy to his home is 125 miles away, so getting help from home wasn't an option. The person at the counter was not sympathetic at all. She didn't attempt to get him service and just kept repeating their policy. Apparently, if you buy from Best Buy, you have no right to customer service without an appointment, no exceptions! My brother is a lot nicer than I am, which cost him a lot of extra time and 83 miles traveling from Nashua to Salem and back to initially purchase the laptop and get help transferring from his old laptop to his new one. The appointment was scheduled incorrectly, and he was told he had to wait around or come back in another 2 hours because they had scheduled him incorrectly and couldn't change it!! When you spend a lot of money on a high end piece of equipment, and you pay for the extended plans and additional help, IMO, you deserve to get the service you paid for. You shouldn't be at the mercy of their lack of personnel to help you. I would have demanded my money back and took my business elsewhere. We stepped aside to try and figure out how to make an appointment from his phone, which should have been done for him at the counter!! He opened his laptop and turned it on so I could see what the problem was. Apparently, they didn't believe him when he told them he was computer illiterate and since it didn't come up as his old laptop did, he didn't have a clue as to how to proceed to the next step to get the device unlocked and online. Just then, a nice young man with red hair (don't remember his name) came to assist us. He was VERY patient and understood the situation. He explained how things worked and assisted him in getting his bank and PayPal onto his home screen so it was available immediately without having to search for the site. I wish I knew the young man's name because he deserves recognition for excellent customer service. I've purchased my laptop and my boyfriend's Dell PC at Best Buy, and it's where we go to purchase all of our electronics. Until he stepped in to help, I was determined never to purchase from Best Buy again. There are many options to obtain electronics, and Best Buy seems to be forgetting that customer service doesn't end when you leave the store with an expensive piece of equipment! Other sellers would be more than happy to get your business and go the extra mile to keep it. I suggest that corporate revise their policy and consider being more flexible to the needs of their customers with newly purchased items. Just like any service provider, you should practice triage and give priority to those who have recently purchased items and don't have the luxury of waiting. I don't have the limitations my brother and others like him have, so I will continue to purchase from Best Buy. However, I would NOT recommend anyone who is computer illiterate to purchase from Best Buy unless they are in a position to wait patiently should they need after sales help, or unless they have a person available to help them outside of Best Buy's Geek Squad.

Worst customer service ever don’t come to this store

Associates told me a 4 year accidental protection plan covers for 4 years of repairs, even covers for any replacements. Action 5 pro is less than 7 months old and became defective. Issue with screen flickering and shutting down in less than 3 to 6 minutes. Geek squad didn't even want to look at it to fix it. Manufactures warranty is used to cancel the item for the return. Accidental protection plan is a joke as they didn't try to fix it, used manufactures warranty to cancel and refund that too for a store credit. 4 year accidental geek squad protection for $90 is for nothing if the product gets replaced, which in first place they don't even wanf to try and fix it. I wouldn't be purchasing geel squad for 4 years if the product can get replaced in the first or second year. When stock is not available, we purchase items online, the manager seems to behave as purchasing online is different from purchasing at their store, you should shut down your store or change your store name to worst buy if you guys are different from best buy and ask us to call customer care. The manger I dealt with, had me repeat my self multiple times for getting issue details, instead of asking their associates whom I repeated myself multiple times making two visits about what the issue was.. 15 dollars gift card that was given with this purchase 7 months ago was also deducted in the refund.

Staff was very helpful on my search for a new smart watch. They helped me compare a couple of the ones I was looking at. I would recommend this store.