Best Buy

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I purchased a Surface Pro 3, and cover ($1200.00) for my daughter from Best Buy in Mishawaka on August 4, 2014. A little over a week later on August 12th; I took the Surface Pro back to BB to purchase an "Invisible Shield" and to have it installed by someone at the store. The Shield was $39.99. The installation fee was $15

After coming home; my daughter informed me that the touchscreen wasn't as responsive while using the stylus as before. We bought the Surface Pro so my daughter could create digital art, but now; she couldn't draw as effectively.

We took the Surface Pro back to BB approximately 4 hours later. We spoke to someone from Geek Squad, and the lady who assisted us said it was a known problem how the Invisible Shield doesn't work too well with the Surface Pro. I didn't know this, and was baffled why BB would sell an accessory item that has known flaws.

We were then transferred to customer service where we were informed we would be refunded the price of the Invisible Shield, but wouldn't be refunded the installation fee. I thought this was completely unacceptable. First; we were sold something known by Best Buy to be faulty. Second; there were air bubbles all over the Invisible Shield. How do I even know it was installed correctly in the first place?

I could read the girl at customer service, and could tell she wasn't very happy with my request for the refund for the installation. Admittedly; I was becoming upset, but I remained civil. She then said something border-lined rude, and that was when I told my wife that I was going to go outside before I got angry.

I walked outside, and tried calling the store to speak with a manager. I was on hold for awhile before my wife exited the store. She went back inside to look for a manager. After a few minutes; I saw my wife speaking to some lady. I hung up the phone (after being on hold for about 5 minutes) and approached her. She (Sarah) told me she was the store manager. We then gave her our grievance concerning the installation fee. I expressed how I thought it was unfair to be denied a refund for something we couldn't even use. We had the Invisible Screen for a mere 4 hours, and it rendered the Surface Pro 3 unusable for the purpose for which we purchased it. I just wanted her to understand where I was coming from, and empathize, but I could feel she was very unhappy with us. She reluctantly honored a refund. I attempted to express my gratitude by extending my hand to her, but she refused to take it, and hurried away from me.

This was nothing short of insulting. I didn't deserve this, nor does anyone. I've always had a job where I have dealt with the public. True; customer complaints can be unpleasant, but the customer is a person with pride and feelings just like anyone else. I could understand her reaction if I was loud, obnoxious, or belligerent, but I was being civil. True; I was upset, but I was being respectful.

I left with the full refund, but I also left with a little less dignity. I am not looking to get anything from Best Buy. I'm not one of those people who complain in attempt to get something for free. Besides; they cannot replace what they took away from me.

I'm writing this so the general public can be educated and informed. Mine may seem like an isolated incident, but there are many other negative reviews concerning Best Buy's customer service. A quick peek at Best Buy's facebook page confirms this, This is not meant to reflect poorly on Best Buy as a whole, but they need to do something drastic, and soon before consumers tire of poor service, and take their business elsewhere. Thanks for reading.