Overview and Timeline

I have filed a lawsuit against Best Buy and launched this blog in an effort to bring attention to the reprehensible state of consumer property and privacy protection practices at America's largest consumer electronics retailer, with the hope that it might motivate Best Buy to effect changes and spare future consumers the experience I have been subjected to -- or worse. The short story is that Best Buy and its representatives: 1) allowed my computer to be stolen from the Best Buy store in Tenleytown, Washington, DC, 2) fabricated records and tried to cover up the theft, 3) lied to me for weeks about the repair status of the stolen computer, 4) responded to repeated requests for a theft investigation and compensation with indifference and insults, and 5) demonstrated a company-wide disregard for legal obligations to immediately disclose the theft and notify me of potential exposure to identity theft over the course of the ordeal. Relevant documents and details follow the below timeline.

May 19, 2007: Shortly after I left a 1-year-old laptop with a malfunctioning on-off switch at Best Buy's Tenleytown DC store for repair under a service contract, the computer was stolen -- either by an employee or by someone who managed to abscond unchecked with the laptop from a "secure" area of the store.

June 2007: Efforts to track the computer were met with Geeksquad confirmation that the laptop was "not in the system".

July 2007: July 1, Best Buy's Tenleytown DC store informed me that the computer was "not in the system," provided a new reference number, and instructed me to contact Geeksquad again. July 4, a store employee created a false computer record, and the appearance that the laptop had been processed for repair on that day.

July 9 - August 9, 2007: In response to follow-up inquiries, Geeksquad and Best Buy "Customer Service" employees repeatedly lied about the repair status and location of the phantom computer. After disclosure that there was "no record that the computer ever shipped from the store," the laptop was finally confirmed "missing" on August 9.

August 9 - October 2007: Repeated requests for an investigation and fair compensation (<$5000) were ignored, then addressed with insults and lowball compensation offers. More importantly, Best Buy consistently failed to fulfill legal obligations to immediately advise of potential exposure to identity theft throughout the process.

November 2007: November 16, I filed a major lawsuit, seeking both fair compensation for replacement of the computer, its content, and expenses related to identity theft protection and the lawsuit, and the adoption of adequate measures to ensure customer privacy protection is given the priority it deserves in the future.

December 2007: December 19, I received a copy of a Best Buy lawyer's Motion to Quash Service and Dismiss Complaint. December 20, I sent a response, which was ignored. Independently, Best Buy's corporate counsel sent an offer for $2500 in compensation, with non-disclosure and non-liability provisions and no offer to address the systemic failure in Best Buy's practices, i.e., the main motivation for my lawsuit.

January 2008: January 3, I sent a response to Best Buy Associate Corporate Counsel's settlement "offer." January 4, I filed Opposition to Best Buy Lawyer's Motion to Quash Service and Dismiss Complaint with DC Court. At a pre-trial status hearing on January 25, the Court recommended trying informal negotiations to settle the matter. I advised Best Buy's lawyer that I would drop the suit if Best Buy would provide compensation for my expenses and time and address the shortcomings in its property and privacy protection practices. Best Buy refused. Apparently, Best Buy would rather pay its lawyers to fight me than address the issues raised in my claim.

*Funds received to date total $1110.35, which were unilaterally transferred into my credit card account by Best Buy in late October 2007 -- without my knowledge or consent. The amount does not even cover the full cost of replacing the laptop itself, let alone a fraction of the value of the music, pictures, software, and other contents that were on the stolen computer, legal and court expenses, the cost of identity theft protection services that I am forced to bear for years to come, or compensation for the estimated 200 hours I have spent since May 2007 dealing with Best Buy and its agents, the replacement of my computer and its contents, and pursuing the lawsuit because of Best Buy's indifference towards my initial requests. Best Buy also sent a $500 gift card to me in mid-October 2007 (with no explanation and despite repeated communications that I had no interest in a gift card that would force me to patronize their stores). I subsequently advised them that I would donate it to a non-profit organization unless they requested its return, and did so in December, after not receiving a response.

481 comments:

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TOWR said...

I support you 100%!!! I've had a similar (although not nearly as horrible) experience with the Geek Squad, and something definitely needs to be done with these people. Go get 'em! I hope you win!!!

Anonymous said...

People are not understanding that you aren't actually seeking 54 million. This is to grab the attention and bring to light how big corporations like BB are lacking when it comes to the security of People's identity.

They need to get past the number and realize that you are actually seeking for them to change their system to better server the customer. I am with you on this and HOPE that BB will wise up and change the way they are handling poeple's personal information (which is the original goal). Had you asked for 10k or 15k, would it had reached the news?

I hope this turns out to change their ways.

Anonymous said...

Personally, I've never had any problems with Best Buy. I bought a $5000 HD TV there that did not work and the store manager not only sent a new one out on the next delivery, he refunded my delivery and set up charges for the first one and he didn't charge me delivery for the new one. More than I asked for. All I wanted was a new TV that worked. I got that and more.

You are making excessive demands. You can't demand that the store manager be replaced without sounding like a spoiled brat whining and wanting her own way. You sound like a spoiled brat whining and wanting her own way and you sure aren't going to get it. That's not how our legal system works.

I do think you deserve money equal to the cost of a new laptop and maybe some extra compensation, say $500 worth, and five years of credit monitoring, but that's it, and you've been offered that and more. You took it.

You didn't seem at all concerned about "sensitive data" when you took your laptop to Best Buy to be repaired. And the fact that it "could" be lost is a reasonable risk in the minds of all rational customers who go there.

Sure, Best Buy employees should not have lied to you, if they, in fact did, but boy, you'd better be able to prove they did in court. Best Buy's Customer Service may need upgrading a notch or two, but this isn't the way to do it.

You can't sue just to "make a point." The only point you're making is that you're either a greedy idiot who doesn't want to work or just plain nuts. Best Buy has compensated you, for your very used computer and your time. If you didn't back up your files, that's your fault, not Best Buy's. And you talk about "possible" identity theft. Okay, my neighbor is a very bad driver. She can't even turn into her own driveway properly. She could hit and hurt me at some point in the future, so should I just go ahead and sue her now? Of course not! Fact is, you've suffered no damage due to the loss of your files. You've suffered no identity theft. You can't sue for a "possible injury." All of us face "possible injuries."

And if it's not about money, then I'd like to see a post saying you'll donate anything you win to charity. That would lend you a lot more credibility.

In my opinion, you're just another lazy American looking for a "free lunch." I hope you end up paying the Best Buy attorneys' fees as well as damages to Best Buy's reputation.

Life is too short and precious for this kind of baloney.

Anonymous said...

Okay, booch, if the $54 million isn't to make the poster rich, then let's see a sworn statement that she'll donate everything above the cost of a new laptop, five years of credit monitoring, and $1000 for her time to a charity or charities. Until I see that, she's trying to make a fast buck.

A Choi said...

This reminds me of that McDonald's Hot Coffee spill lawsuit a few years back. Many people complained that damage amount was excessive without listening to all the facts. Once you consider the facts, you will realize it wasn't excessive at all:

Read all about it here: http://en.wikipedia.org/wiki/Liebeck_v._McDonald%27s_Restaurants

I sense this is another case of that. Some people will just read the headline and consider the lawsuit to be frivolous without reading the facts. Some special interests will ignore the facts and use this case as a example of why we need tort reform....

Just the facts.

Robin said...

I'm trying to get in contact with Raelyn Campbell or her lawyer. About a year and half ago the same thing happened to me with Best Buy. I purchased a Gateway laptop computer with an extended warrenty, and at one point it needed to be serviced. For over three months I received the run around from multiple persons in the Geek Squad and management, without anyone telling me my laptop was missing. I wasted a lot of time trying to receive an honest answer from someone. No one ever mentioned anything about identity theft, and to this day (several years later), I have no idea where that laptop computer is. I strongly advise people to purchase computers directly from the manufacterer, and never buy any high end merchandise from Best Buy with their warrenty. Good work.
Thank you,
Robin

Anonymous said...

You go girl. Best Buy has such an aweful customer service that they not only waste your time but they are totally incompetent.

I dropped my laptop early last year and what a pain it was to deal with them. It took them over 5 months to repair the laptop. I had to take the laptop 3 times back to them as they never fixed the problem. Have u ever tried calling BBY after you dropped the laptop? It's a nightmare to deal with them..

Will never spend another dime with them..

Anonymous said...

@DAVE DUMBSON: You might be right about her waiver of data lost, not data stolen and then covered up by them (best buy), and then not letting her know (all which a offenses).

Anonymous said...

As a former Geek Squad employee (In-Store "CIA" and later promoted to On-Site "DA")I believe this is a wonderful thing. Best Buy advertises customer service however the truth of the matter is that all that matters generally is the bottom line. At the store that I worked at, the same thing happened on more than one occasion, often times taking several months before the client received a replacement laptop.

As for the wavier, the vast majority of the time (as of a year and half ago anyway, as I am sure policies have changed by now), the wavier was not explained usually and the client would be advised for a data backup. As for data security that is hard to say. Most of the time the rear bays are open for any employee to enter although store policy would dictate that only Geek Squad and management was allowed in the rear. The vast majority (99%) of all hardware repairs are sent to a repair facility (which ever one was closest).

Now granted, I do believe it is the responsibility of the client to know the process that any personal products go through; however, this has been something that has needed to take place for a long time. To many times have I had to give my clients bad news and to many times have I had to fight the corporation to give some resemblance of service.

When Best Buy started increasingly shifting from customer service to increasing the bottom line at all costs, I found myself unable to stomach it. It even got to the point that on-site technicians were often times left with little choice but to write off overtime to avoid termination, due to trying to recover labor costs. I still have some records of this.

Dragulf said...

I want to know why this story seems to have disappeared from the news.

Anonymous said...

You might want to check out http://www.nypost.com/seven/09072006/business/home_fires_two_business_suzanne_kapner.htm. Apparently, Mr. Delissio was previously fired from Home Depot for receiving illegal kickbacks from vendors. The theft of your computer was not the only instance of Best Buy not performing due diligence.

Anonymous said...

This is your stupid GET RICH QUICK scheme? The judge should only award you the cost of your laptop for being so GREEDY.

Anonymous said...

Please just explain to us why your data was not backed up BEFORE you brought your laptop to Best Buy.

I have the feeling that should this case get to court, you will have to answer that question anyway.

Anonymous said...

Last time I checked the law only allows you to collect money for what an item is WORTH at the time it was lost damaged, destroyed, etc.. You do not get to receive money for the cost of the product when it was purchased. It is no different than someone wrecking into your three year old car. The insurance company doesn't give you the price of the car when it was purchased, they give you the value of the car when it was wrecked. You should feel lucky that Best Buy offered to give you a complete discount. Even if your laptop fell under a no-lemon policy exchange under your warranty, you are only entitled to the value of the laptop, not the original purchase price.

Also, your data that was so important to you means nothing to the law. If your data was so important and meant so much to you, you should have backed up your data like any responsible person should. If your hard-drive had crashed and you lost all information on the desktop, then are you going to sue the maufacturer of the laptop? It does't work that way.

Also, in order to sue for damages due to identity theft, you first have to prove that you have been a victim of identity theft directly cause by Best Buy's negligence. Good luck with that one. You can't sue for fear that something WILL happen, only for something that does happen. You may be able to collect costs for monitoring your credit now, but that's about it.

I'll agree that Best Buy treated you badly as a constumer, and should have handled this better, but that does not give you the right to collect unreasonable sums of money. By your own admission this lawsuit is nothing more than a publicity stunt. You should have just taken the money they offered you and gone on with your life.

Best Buy's lawyers are going to come after you hard. You'll be lucky to get anything from them, and if you do, i'm sure it won't even be enough to cover you legal expenses.

rey said...

Robin and others should Raelyn Campbell or her lawyer. What companies hate the most is a class action. That is why they are currently happy with her suit as it is now. Start collecting a few hundred people with similar stories and watch the Best Buy lawyers/exec panic.

Best Buy can make you sign papers. You, at no time, give up your right to get your property back.

You are a paying customer and have an expectation your property will be safe, protected, secured etc. The same goes for your data - you have an expectation they will not snoop.

These companies would be out of business if they proudly announced "your property could be lost, stolen or abused and tough luck if it is - that will be 99.99"

The geek squad tv & print ads lead you to have an expectation of professionalism and technical skill. Best Buy is also guilty of false advertisement. Raelyn Campbell or her lawyer should also hit Best Buy with this idea.

They should collect all the tv ads and play them back to a jury. They should list the points in the commercials and list how Best Buy has failed to approach any level the ad expect you to experience.

Most important - change to a class action suit after you collect a few more complaints. You know there will be others who never contacted you.

Anonymous said...

Regarding the McDonald's "coffee case," that person suffered actual damage, although it was her own darn fault and through her own darn stupidity. And even though she suffered actual physical injury, she didn't pull an excessive figure from the news, she originally sued for only $20,000, something that sounds reasonable to me.

The two cases are not analogous at all, except that both woman "lost" something or were harmed through their own actions.

AvengingAngle said...

Whereas I understand your frustration, the $54,000,000 suit makes it appear as a frivolous and overly-greedy attempt to gain media attention and a possible big payday. The facts are that your computer crashed and you took it in to be repaired when it was stolen. Did Best Buy do wrong trying to cover up the theft? Yes. Had your computer been non-fixable, you would have been out of the money for it, or else possibly started a long cycle of repair, repair, repair until the warrantee expired. They've paid for your computer, plus given you a $500 gift card. Sorry you don't think that's good enough. I believe most of the people who are cheering you from the sidelines are doing so with the hope that one day a company might make a minor mistake that they too can milk for a bonanza. Meanwhile, people who are legitimately injured by a company are held up from filing suits because the courts are filled with "They lost my pants; I want $54,000,000!" suits. Oh, by the way, the coffee at McDonald's is served really hot, so don't put the cup between your legs and drive and also, don't use your hair dryer in the shower.

Anonymous said...

$20,000.00 is right, but not enough to teach BAD COMPANIES to treat their customers fairly. while an amount less than 54 mil but much more than 20k will. Big boys need to be punished hard enough to make them hurt. Other wise they will screw 99% of the people they wrong, and only be fair with the ones hat call their hand. An make a fortune on th rest, why change that which them rich.5 or 10 mil will hurt and change the behvior.

Anonymous said...

"I want to know why this story seems to have disappeared from the news."

Because the news media have moved on to cover equally stupid stories -- the only reason they covered this one is because Britney Spears, Lindsey Lohan and Paris Hilton went a couple of days without doing anything "newsworthy."

As for all the posters who talk about the goal being "media coverage" and not money -- why should be media cover this in the first place? There is no shortage of people out there with legitimate damage claims against major corporations ... through no fault of their own. BS like this just diverts media attention from the stories that truly should be told.

Enjoy your 15 minutes worth of fame, because you truly are yesterday's news ...

Anonymous said...

The whole McDonalds thing is still a ridiculous lawsuit to begin with though. For that woman to sue was ludicrous! She knew the coffee was hot! If it had been cold she would have been pissed! But instead the coffee is served to her exactly how it should be and the klutz spills it on herself and then attempts to get someone else to pay for her own clumsiness. Come on now people. Take some responsibility for your own actions! I don’t blame McD’s for turning their back on any and all of those cases! They were serving what was expected of them and they were serving the coffee correctly brewed.

Quoted from wikipedia:
If this submission be right, McDonald’s should not have served drinks at any temperature which would have caused a bad scalding injury. The evidence is that tea or coffee served at a temperature of 65 °C (149 °F) will cause a deep thickness burn if it is in contact with the skin for just two seconds. Thus, if McDonald’s were going to avoid the risk of injury by a deep thickness burn they would have had to have served tea and coffee at between 55–60 °C (131–140 °F). But tea ought to be brewed with boiling water if it is to give its best flavour and coffee ought to be brewed at between 85–95 °C (185–203 °F).[10]
Though defenders of the Liebeck verdict argue that her coffee was unusually hotter than other coffee sold, other major vendors of coffee, including Starbucks, Dunkin' Donuts, Wendy's, and Burger King, produce coffee at a similar or higher temperature, and have been subjected to similar lawsuits over third-degree burns.

As for Rae suing for “potential” identity theft, that is ridiculous as well. I can see her suing for the few hundred it would cost to enroll in identity theft prevention for a few years, however suing for something that MAY happen is asinine. That is like me suing my next door neighbor b/c his grill MAY start a fire and burn my house down. Dumb dumb dumb.

I do agree that she deserves to be compensated, but I don’t really see the point in making this big of a deal of it all. Companies (large and small) make mistakes. If you can find one that never does please let me know b/c I am going to become their #1 customer!

I’m curious to see the outcome of all this. Cheers!

Anonymous said...

Your an Idiot, You can only sure for the value of your computer and any work you can prove was on there that they lost. They probably even have safeguards that there not responsible for data. You can only sue for the computer. You can not sue for Risk of identity theft until someone has tried to use your identity. Hire a lawyer that knows what hes doing. I cant wait till your court date so It can be dismissed and you wasted all this time.

Anonymous said...

Want to know why best buy is not giving you tons of money? because there reading your website and laughing at you. Just like the rest of the world. Oh no don't sue me now.

Please deport this lady. ///MR YORK\\\ said...

This is absurd. You should be ashamed of yourself. Best Buy should simply give you a replacement at most. I am truly shocked by this abuse of the judicial system. It's people like you that make this country miserable. And I'm not patriotic at all. Shocking.

Chkerb said...

This is ridiculous and yes you are an idiot. 54 Millions? you are out of your mind. BESTBUY did a mistake, fine. They tried to give you a new laptop. That's a great compromise. So what is the statement you are making? Frankly none it shows only that you're a greedy person. Period.

Donnie said...

Every time I go into the Best Buy where I live they treat me very well. I have even gotten to know some of the people there and they are always willing to help me out. They've made returns quick, easy, and painless for me.

You go to one of the worst Best Buys in the DMV area and expect great service? You honestly expect every store to carry themselves the same way as another? I'm sorry but you need to realize not everyone can be professional and responsible in the workplace. Best Buy has even attempted to compensate you very well for your lose. You are not a 'consumer hero', and what you are doing is a waste of everyone's time. Attention whoring isn't the right way to go. Things happen. Get over it.

Anonymous said...

Good Job, Best Buy is a horrible store with no concern for their customers, I had a very hard time getting them to fix a PC under warrenty that I had just bought from them. They finally agreed to deal with the issue when I told them I am an IT professional and I know whats wrong with it, the idiot geek squad kid suggested I fix it then, after a few carefully selected words they took it and fixed it.. I don't know what their problem is but they certainly don't seem to want to retain customers, or atleast the treatment I got led me to that conclusion. Thanks you on my behalf for sticking it to these idiots.

Mad_MaxB said...

I have one question for all of the posters that do not agree with this litigation. If the plaintiff was asking just for say $10,000 and the adoption of adequate measures to ensure customer privacy protection is given the priority it deserves in the future would that be more palatable to you?... The one thing I see here that we as consumers should look at is… WHY? Do we think we are saving money at this and a Big Box stores… this person bought the product and an extended service plan… 75% of people that buy them never use them… only 15 to 20% 0f the cost of extended service plans god to the training of in store personal to trouble shot or fix the problem.. 85 to 95% are sent out just with what the customer report was wrong… What it come to is I remember back in the day there was a TV and radio repair shop in just about every town… all of the repairs do right in the shop… it was the same for computers… But it is we the consumer that are to blame… we like to save a buck, But will spend “$50 on a $185 digital camera for an extended service plan”… We know that there a lot corporations no longer have any Business ethics… Abercrombie, Best Buy, Enron, Exxon, and on and on… We need to wake them up… Even the present administration has attempted to take away the only way we as consumers have to fight back… I agree with the litigation but I do think the $$ is out of line…

Patrick said...

If a waiver was signed. I am sure that is the first thing you will see in court. There are many other failures that occurred on Best Buy's part in this matter that will come to light. Retail for electronics is always a last resort.

Christian said...

How valuable was your data, anyway? Even $10.000 is too much, and you are asking for MILLIONS?

You are just fuelling the insane legal system in the US with this. If you had asked for something reasonable I would have supported you, but by being so greedy you have shamed yourself, and I sincerely hope the legal system will dismiss you and deny your ridiculous claim.

And as someone else said, there are so many others in the world with real problems - you should really use your energy on something else. Just get over it.

Jennifer said...

Good for you! I have had a very similar experience with Best Buy recently. The amount of this lawsuit should force the company to deal with it, and the media attention is well needed. If you want an account of what happened to me I would be glad to provide it to you and your attorney. I am probably going to have to sue them too at this point and I am just furious. We need Best Buy to know that we are not going to just go away!

Anonymous said...

I do not approve.

Anonymous said...

I too have had difficulty with attempting to have best buy honor a warranty issue. I have spent hours over the last few months on the telephone with their customer service to no avail. unfortunately, I did not keep accurate logs of my telephone calls or their "resolutions" so I am forced to just be annoyed by their mere existence and refuse to ever enter their store again.

Anonymous said...

You know, I was all set to say "You're an idiot, suing them for all that money over a lost laptop!" But then I read the whole thing and... well... good. There's no reason why we should allow corporations to circumvent laws meant for our protection. There's no reason why they should be allowed to lie to consumers.

I think we all know you're not going to get 54 million, but I do hope you get something. And I hope that by the end of this, Best Buy has changed their practices.

Anonymous said...

Just remember supporters,You are only hearing one side of the story.The side of the person trying to cash her "litigation lotto" ticket

Anonymous said...

I think you have a case, and wonder how many of these negative responses Best Buy paid employees to post.

Anonymous said...

You go girl! Thanks for fighting for all of us. I have never had a good experience at Best Buy and have learned to avoid their store at all costs!

Anonymous said...

Quit whining and get a life. People like you are the reason prices are so ridiculously high (to pay for your stupid lawsuit), customer service is so poor (employees fed up with dealing with idiots like you), and the legal system is such a mess.

Do you even know HOW to use a laptop?

Before you snark -- I'm anonymous because I want you to wonder who left this. Could it be . . . someone you see every day? someone in your family who's embarrassed by you? someone who laughs behind your back every time you walk by?

You'll never know.

Anonymous said...

I too have bought a laptop from Best Buy in the past. I bought the extended warranty and when it needed fixing I was told, "I used it too much." Needless to say they did not repair the computer. I won't even look at their ads after this experience. I hope you continue your legal matters with Best Buy if just to bring it to the attention to the public so they can see what type of store they are dealing with.

Anonymous said...

any updates?

cat said...

If you start a class action suit or you need someone to testify I would be happy too. I bought a laptop from them it overheated and they refused to replace it. It has been brought back 6 times in the last 2 years and they have replaced every part but still never replaced it. Every time it comes back from them more beat up and they even lost my power cord.

dom said...

Sheer greed !

Anonymous said...

Best Buy would not honor my warranty too. They just didn't care. So I posted some things a few years ago when this happened, I spoke to numerous people, and actually stopped some people from buying from them. Yippee! But what you are doing is WOW!!!!

Go get 'em and God speed mi lady.

I CAN'T STAND BEST BUY, and will never shop there again. Very similar situation happened at Comp USA and look at what happened to them (OUT OF BUSINESS!!) I guess there is some justice afterall.

Anyway, good luck and I wish you the best.

Anonymous said...

It's sad how people are quick to judge others when they have not experienced something as personal as losing all that data. Who backs up their data to repair a power on/off switch? Have some compassion people! It's apparent she is suing for a rediculous amount but its to teach this corporate giant a lesson where it hurts - PROFITS! They brought it on themselves with their lies and low-ball offers. Why not admit to the mistake from the beginning? I'm sorry but I too have stopped shopping at Best Buy a while back when they wouldnt honor their own advertised price found on the internet. That's not how I do business and neither would accepting lies become standard business practice. If she accepts the "settlement", she's allowing the rest of us to be swept under the carpet. I would like to see her win all of that money and then donate 90% of it to a charity just to teach BB a lesson. You go girl and keep strong on your fight. Don't let these brainwashed fools with no compassion get the best of you!!

Anonymous said...

ohh i feel 4 you. your story has inspired me. after my father just passed away my mother transferred her 'safe' money onto a credit card and bought me a desktop from bestbuy. it is a very exspensive one too.she also signed up for 2 of their bestbuy cards,so to be a good costumer. (i'm ill w/ a rare disease that keeps me in the house.) by no means are we rich. the computer..,it's 6 months old and still under manufacters parts and labor warrenty. it's malfunctioning. It will not play DVDs it loads slower and slower. It says it loosing data the video card is going out. and more multiple problems. I havent done nothing to the computer. i.e downloaded nothing.etc. I have a firewall all that for protection. I feel so bad because my mom got this PC for me and it is very exspensive and now it's falling apart for no reason but that my mom & i was sold a junk mulfunctioning computer. ( we both were under the impression that when you pay good money you get a good brand new computer and the customer is always right. hahah.) I don't know what to do. I'm afraid to bring it to best buy they say they'll run tests and send it off for repair,but i dont feel thats what will really happen. I do not trust them! Im so very upset. I wish* they would let me have another correctly functioning computer that is the same. yeah like they would..? thanks for your braveness and story.
if you have any advice please email me at xconfusiousx@yahoo.com

Anonymous said...

Best Buy just struck again. I brought my laptop to their Geek Squad on Dec. 28, 2007. March 22, 2008 I found out that they lost or deleted my data after paying them to create a back up. Today March 25, 2008, I received I received a phone call very carelessly notifying me that since they didn't give me a copy of the info they purged their system and don't have any of the info that they were paid to secure until my laptop was fixed all of my datat including tax and insurance information is GONE. I was also informed that on the consent to work on my computer that I signed I also waived my right to sue them for losing/deleting my info, that I only found out afew day ago after going into the store to pick up laptop that it was missing. I guess I need to get on the phone to find out who all I need to contact in regards to the identity theft laws,etc.

janae said...

What Best Buy did was totally uncalled for and unprofessional. They should not get away with it.
Best Buy should overcompensate because of their horrible customer service.

Does anyone know what ended up happening?

Anonymous said...

any updates on what's going on? best of luck! :)

Justice4all said...

To all of you Geniuses who are complaining about higher cost for the legal system and all of the other garbage you are spewing from your mouths get a clue and a life. At least this lady has the balls to make a statement which is what this lawsuit is all about, and not about hitting the lottery or making a fortune from this, and is more than your lame asses will ever be brave enough to attempt in your lifetime. And furthermore she is trying to fight this company's bad track record of bad customer service and practices and correct it so your dumb asses won’t have to be subjected to this kind of nonsense in the future. It's so pathetic to see how you all are hiding with your insults from behind your little computer screens, which has become typical behavior in this country and every other one since the creation of the NET. If you were half as brilliant and mature as you clever dicks believe yourselves to be then you would simply say I disagree and move on. But no you have to make feeble attempts to prove how superior your thinking process is and how you could never let this happen to you, and verbally abuse and slander this lady to simply prove how intellectually and morally superior you are, and make yourselves feel better about your mundane and boring existence. Well it’s obvious you aren’t as clever as you deem yourselves to be. This is America the last time I checked, and she is entitled to her opinion, (whether you agree with it or not), and her right to pursue legal justice if she feels she has been wronged, and in my opinion she has been severely Ill-treated and victimized by this pathetic company. I hope everyone who chooses to abuse this lady in this way, is subjected to the same behavior in the future by this company or some other one, and I will stoop to your levels and be more than happy to log on to your blog and give you a taste of your own treatment.

AvengingAngle said...

Justice4all said: "And furthermore she is trying to fight this company's bad track record of bad customer service and practices and correct it so your dumb asses won’t have to be subjected to this kind of nonsense in the future."

Your argument isn't that strong. She's not fighting the "company's bad track record" for truth, justice and the American way. She's fighting the bad service she received, not all the bad service they are accused of. This isn't a class action suit. And $54,000,000 is a whole lot of money for a stolen computer. As she would have probably lost the data on it, replacing the computer is fair. $54,000,000 is not fair or even reasonable.

Justice4all also wrote: "To all of you Geniuses who are complaining about higher cost for the legal system and all of the other garbage you are spewing from your mouths get a clue and a life. At least this lady has the balls to make a statement which is what this lawsuit is all about, and not about hitting the lottery or making a fortune from this, and is more than your lame asses will ever be brave enough to attempt in your lifetime."

Then added: "It's so pathetic to see how you all are hiding with your insults from behind your little computer screens, which has become typical behavior in this country and every other one since the creation of the NET. If you were half as brilliant and mature as you clever dicks believe yourselves to be then you would simply say I disagree and move on. But no you have to make feeble attempts to prove how superior your thinking process is and how you could never let this happen to you, and verbally abuse and slander this lady to simply prove how intellectually and morally superior you are, and make yourselves feel better about your mundane and boring existence."

Pot, meet Kettle. Hypocritical much?

Then went on to say: "This is America the last time I checked, and she is entitled to her opinion, (whether you agree with it or not), and her right to pursue legal justice if she feels she has been wronged, and in my opinion she has been severely Ill-treated and victimized by this pathetic company."

Look at the street sign... well, well, well, it goes both ways. I'm entitled to my opinion and have the right to post it on a message board. Did you even read your diatribe? At all?


"I hope everyone who chooses to abuse this lady in this way, is subjected to the same behavior in the future by this company or some other one, and I will stoop to your levels and be more than happy to log on to your blog and give you a taste of your own treatment."

Feel free to log on my blog. I really couldn't care less. And having had only good experience with Best Buy, wish me all the problems you want. Then wish for World Peace. Let's see which one happens first.

Of course, re-reading your message, it's highly probable that you're either trolling or using sarcasm to make a point. What point, I'm not sure, but making a point.

Anonymous said...

posted by anonymous

Quit whining and get a life. People like you are the reason prices are so ridiculously high (to pay for your stupid lawsuit), customer service is so poor (employees fed up with dealing with idiots like you), and the legal system is such a mess.

Do you even know HOW to use a laptop?

Before you snark -- I'm anonymous because I want you to wonder who left this. Could it be . . . someone you see every day? someone in your family who's embarrassed by you? someone who laughs behind your back every time you walk by?

You'll never know.




Sad and yet stupid comment...

Anonymous said...

anonymous said:


It's sad how people are quick to judge others when they have not experienced something as personal as losing all that data. Who backs up their data to repair a power on/off switch? Have some compassion people! It's apparent she is suing for a rediculous amount but its to teach this corporate giant a lesson where it hurts - PROFITS! They brought it on themselves with their lies and low-ball offers. Why not admit to the mistake from the beginning? I'm sorry but I too have stopped shopping at Best Buy a while back when they wouldnt honor their own advertised price found on the internet. That's not how I do business and neither would accepting lies become standard business practice. If she accepts the "settlement", she's allowing the rest of us to be swept under the carpet. I would like to see her win all of that money and then donate 90% of it to a charity just to teach BB a lesson. You go girl and keep strong on your fight. Don't let these brainwashed fools with no compassion get the best of you!!

3/22/08 11:43 PM



Here Here!! So well said. I couldn't have said it better myself!!

Adam said...

I agree with you suing for the amount you've spent in lost time, expenses, etc., but MILLIONS of dollars? I have to echo other comments here with respect to that. If you intend to use it to educate the public on the importance of backing up your files, that's one thing. But keeping it in your pocket is incredibly greedy, even though your laptop was stolen. (By the way, maybe your homeowners insurance will buy you a new one?)

Anonymous said...

You lost. Case dismissed. Sorry boutcha.

Best Buy Sucks said...

Hello All,

I have read through this blog and I must say.. this info is dead on. I have had at least 4 or 5 crappy experiences with Best Buy.

Many of my clients have come to me because of Best Buy lack of proeffesionalism. The Geek Squad simply led them to me. I am not sure if everyone here read the news that BestBuy bought BestBuySux.org. This site was dedicated to bringing to light the injustices surrounding Best Buy.

They bought out this site to put a positive spin on it. They made it a frigging Best Buy praise website. Take a look for youselves.

Anyway, I have decided to continue the wonderful tradition and create a brand new site in the old ones likeness. The site is simple right now, it more or less is asking for opinion (such as yours) as to what should be added to the site. Please stop by and let me know what you think. Best Buy Sucks

As for the owner of this blog.. awesome work. Please contact me via the contact for on my site if you would like to chat about a possible joint venture here :-)

Thanks for your time.

Nicolas Martin said...

This blog doesn't mention it, but the case was apparently dismissed on Feb 28.

Anonymous said...

Looks like Raelyn does'nt have much to say now that her rediculous lawsuit has been dismised and the Judge ordered her to pay Best Buy 2 hours attorney fees.Which Judges will only do in the most obvious cases of civil justice abuse.Good for the Judge.

Kriss said...

I purchased my laptop in May of 2007 from Best Buy. Around April 20, 2008, I took the laptop in for repair. I had purchased the warranty with my laptop and the sales person represented that if anything happened to it that it would be fixed in the store or I would be given a new one.

When I took the laptop in for repair in April, I was unpleasantly surprised to learn that they do not fix anything in the store and it is all shipped off to a service center. Since I am in law school and need my laptop, I had no choice but to let them ship it off. A week later I received a call from the service center saying that the repair was not under manufacturer's warranty and it would cost $500 to fix it.

I was very upset because I knew I had the warranty for anything outside of a manufacturer's repair. Well it turns out that the employee who shipped off my laptop neglected to indicate that I had such a plan. I spent hours calling around until finally someone told me the laptop would have to be shipped back to the store and then shipped back off to the service center. I again had no choice but to assent to this, however, that person actually never called the service center to tell them to take any action and the next day I received the same phone message regarding it not being under the warranty.

Finally I spoke to a manager at the Best Buy store who actually got the process started. 3 weeks after the repair I called to check on the status and was told that parts needed to be ordered and it should be ready this week. I called on 5/21 and was told that the parts were just ordered the day before and it still wasn't ready. The rep then called me back to tell me that the laptop was in the store. I assume he did not even look the first time.

I drove 25 minutes to pick up the laptop and the computer turns on with no display. So the service center had sent it back unrepaired. I spoke to the manager who spoke to the service manager and they were unwilling to give me a new laptop. They told me it would have to be shipped back out.

I called on 5/22 to the main Best Buy customer service line and was told by a Dana who is an Executive Resolution Specialist that he would contact the service center and issue an exchange if they determined it was unrepairable. Dana did not call me yesterday and still has not called me back.

Friday, May 23, I called to make sure that the package was sent out. According to the tracking number provided to me by the employee it was not been shipped out and only the billing information has been received though a Best Buy store employee and Consumer Relations representative tried to convince me otherwise. I spoke to 4 people on Friday, May 23 from consumer relations to Best Buy employees in the store and no one has been willing to assist me and continued to transfer me to the voicemail of Dana Willie who continued not to respond until Friday, May 30.

The laptop did not arrive at the Geek Squad Service Center until Tuesday, May 27 and though it was “repaired” (which I have yet to determine) on May 28, it was shipped out via UPS Ground shipping and will not arrive at the store until Monday, June 2. Best Buy in response to my Better Business Bureau complaint and various other letters and complaints that I have faxed to Corporate Headquarters has offered me an insulting settlement of a $50 gift card. This does not even begin to address the issues associated with this transaction. It is a shame that Best Buy continues a cycle of negligence, disregard for customer needs and fraud. Throughout this transaction Best Buy has failed to perform or take quick action when they represented that they would. We will see if the laptop is actually repaired on Monday, June 2. But even if the laptop functions, this will not be the end of this issue. Best Buy needs to be held accountable for their poor customer service, consumer relations and employee training on a state and national level.

mtbmarmar said...

I am going through a nightmare right now with BestBuy...read my post, hopefully I won't be out there next week with my flyers!

Anonymous said...

Best Buy's Policies allow their employees to practice fraud. The Best Buy in Owings Mills, MD sold me a used/broken camera on 8/23/08. I tried to return it within 45 minutes of the purchase. After accusing me of switching the camera, they would not take it back because the serial number on the box didn't match the serial number on the camera. I spoke to 5 different representatives (including 2 supervisors) at Best Buy and all of them pointed the finger at SONY. The reps at SONY were confused that Best Buy even sent me to them because the stores have a SONY regional sells rep that they are suppose to report this issue to. Problem is SONY places a sticker on the box that prevents people from opening the box without notice. Best Buy places their "14 day" policy label over this sticker so you can't tell if it has been tampered with. The last SONY rep I spoke to said someone at the store had to of replaced the camera because the digital cameras go through a quality assurance test before the SONY sticker is placed on the box.
I did a little research and it looks like CT, NJ, and OH have sued Best Buy for “engaging in a pattern of unfair and deceptive acts and practices. “
“The complaints filed by Ohio consumers claim -- among other things -- that Best Buy repackaged used goods and sold them as new, failed to honor rebates, failed to honor refund and exchange programs, and failed to honor extended service contracts.” - http://www.consumeraffairs.com/news04/best_buy_ohio.html
Of course Best Buy isn’t going to show fault now that they are getting sued by so many. All I can do is contact the MD Attorney General’s office and hopefully I can get my rights back.

Anonymous said...

I wish I would have seen this before I went to Best Buy (San Francisco,CA) last Saturday. They lost my computer as well. I have had to go to the store every single day for info since they do not answer their phones. Yesterday I got the store manager involved, but I'm not really expecting them to find it.
Good luck with your case and consumers beware -- shop someplace else!

JD said...

I also have a missing laptop that was entrusted with Geek Squad for repairs.

I dropped it off on October 20, 2008 and stupidly paid the $200 repair bill upfront.

A week went by and I never heard from them, so I thought I'd stop by the store today to check on its status.

The Geek Squad employee searched for about an hour and during this time, never told me anything.

Finally, I told them that I need them to tell me what's going on. I asked them if it has been repaired, was it sent off for repairs.

The Geek Squad employee had no idea if work was ever started on the laptop, if it was shipped off site. Nothing, it's as if they never had the thing.

The Geek apologized and told me that he wold give me a call. That was 8 hours ago, and no call from Best Buy's Geek.

Tomorrow, I will bring them the receipt from Dell showing what I paid for the computer when purchased in July 2008.

I will give them one week to produce my laptop. If they cannot locate the laptop in that time, I will expct them to refund my payment for repairs and also pay me the replacement cost of the computer.

I will accept nothing less, and am prepared to file suit if that's what it takes.

Anonymous said...

You are awesome! Thanks for standing up for the little people and for principles.

Thank you, thank you, thank you.

Anonymous said...

Bitch bitch bitch... you're a fucking moron, get over yourself things get lost everyday. Best Buy did its best to compensate you. Your stupid piece of shit laptop wasn't even worth $1,100 by the time you brought it in for service.

So Much More Than A Mom said...

I support you 100% as well. I have had my own horrendous experience with Best Buy (though not nearly as bad as yours). All I want is my computer & programs & data back. Good luck!

http://somuchmorethanamom.wordpress.com/2009/01/16/attn-brad-anderson-best-buy-ceo/

King Of Rates said...

I found the information to be very informative. Thank You, King Of Rates

Anonymous said...

I recently sent this message to Best Buy. I encourage everyone else to do the same. Please read this article: http://www.cnn.com/2009/US/08/13/bestbuy.mistake/index.html. Then please visit Best Buy's website and use their contact form to send a similar message. Let's all boycott this lame company.

"In light of your bait and switch "mistake" on your website for the HDTVs that were mismarked, I will be launching a full blown Best Buy Boycott across my company and thousands of members of my Linked In and Facebook groups. Maybe you should consider firing the person in charge of posting such unreal prices on your website. Seems like an editor or quality assurance/control person should have caught this before it was published. Your company is notorious for bad customer service both in store and on your website. I will never purchase anything from you again."

Choppie Chops said...

I am a one-person mobile computer repair service--have my own small business; With no exaggeration what so ever, each and every laptop/desktop that is placed in my hands that has that small purple sticker on the bottom/side, also comes part and parcel with a Best Buy horror story of both data loss and or a $300.00 (or more!) charge for a hard drive replacement. I have "a real man's tools" that can check/test most all aspects of hard drive functionality--an "unacceptable proportion of the hard drives that are actually returned to the customer after being replaced, (have "nothing" wrong with them). And I find myself standing with a new client, whom was most always a referral from a very happy past customer, telling me this horror story and how they are out $300.00 for a ripoff-job 2 weeks prior, and they want me to take their computer, and old hard drive, and try rebuild their system to something that resembles what their used-to, and get their life back in other words. Being that my first computer a Commodore 64, and today is sometime in the 21st century, I don't have to mention the fact that, "I know what I'm talking about". I truly hope you get every sent you can from them, and slam them good for their arrogance! There are three things you can't hide; the Sun, the Moon, and the truth--as you all can see unfold in this entire blog.

Anonymous said...

You do realize that on the Geek Squad service repair form it clearly states in one of the items that they're not responsible for any data left on, or lost during the repair process right?

It sucks they lost your laptop, but you've got no case if you signed that waiver.

grace said...

Hi,
Just want you to know I found your blog very useful and helpful!!
Thanks for sharing this.

Jake Beasley said...

Same thing happened to my mom when her laptop broke. They told her for months that it was "in process" but it really was just lost/stolen; geek squad is such a joke. I like BestBuy's prices and they did give my mom a NEW laptop, but for serious computer problems I always suggest you take it to a "local" computer shop.

Heather said...

It's like some of these commenters didn't really read your reasoning for the $54 mil figure. Human error, my foot! I guess lying, creating a false document, and denying responsibility for their responsibilities is also "human error." If this happened to me, I wouldn't have the patience for all the legal stuff, I'd just go to the manager's house and let him make $2500 worth of excuses to my fists.

I found your blog after doing a search about Best Buy and "lost computers." Because when I called the Geek Squad today, they couldn't find my laptop. I spent about 15 minutes on hold while they searched the entire back room. They claimed to have found it, we shall find out when I go up there tomorrow.

Anonymous said...

Following website will be very helpful for reference so please visit - http://www.consumer-consumerrights.com/

holly james said...

I am going through a nightmare with best buy. My husband and I purchased a washer and dryer from them. It had to be ordered, so they said they would call when it comes in. Long store short. When it came in they gave it to somebody else. They said we picked it up...We did not. I can't get them to show me who signed for my item's. I still have my pickup paper's they told me to bring when I come to get my item's. It's like talking to a wall.

Anonymous said...

That is very Good for you! I have a story that is remarkably similar to yours (bought laptop from BB, gave to them for repairs, never to be seen again - reportedly stolen from their offsite repair shop)... after years of trying to get Best Buy to own up to its mistake - Or even offer me compensation - I gave up. I admire the effort you are putting forth here. It's obviously not about the money as much as making a point.

Chuck Chipner said...

I think it is very important to always research and make sure you are in fact buying the best electronics online before making a purchase. Thank you for sharing this article though, I found it very interesting.

Anonymous said...

I hope by now you stuck them. Best Buy and its GS not only stole my tower for my PC, they gave me a similar one that belonged to someone else. BB was told to hold the Tower b/c if it was a hard drive death, I would probably buy a new pc. The Tower they gave me was the lowest model Dell ever made. My Tower had 2 optical drive plus a separate partition drive which backed up everything. BB's employee asked if he could take the tower HOME and he would give me a better price on the hard drive, add Windows 8, upgrade MS office suite, etc. for much less than BB's prices. The tower I had the hard drive was cleaned and many components were missing as well as all purchased software and other important items. They stole my computer, switched it with another rotten newbie computer, and BB was told not to inspect or repair it until I made a decision. Now I am subject to ID theft, all personal information exposed, spent countless hours trying to fix or upgrade stuff as BB denied everything and I needed a PC. My purchased software which cost a lot of money, was gone. This can't be replaced nor can the data be replaced. 100s of phone calls to BB Corporate, letters, e-mails, etc. plus Store Manager never denied or addressed problem. I purchased my real Tower with all upgrades especially D drive, so if a crash came, I would be ok. Even better BB tower that they gave me had a "unknown MS product key and service tag that was not in their data base. I trusted them and they robbed me. So screw all you people who think you know everything and stick up for them. Their employees are criminal period. Others have complained of the same thing. Oh, the papers which I receive stated they inspected the tower. While my tower was on hold, they tried to sell me all sorts of other way expensive PC's. The quotes for the software ranged from 30 dollars to 200 d0llars on top of that. I WILL SUE THEM AND I WILL WIN. Nobody has the balls to do this, yet I will.

Shahedur Rahman said...

From all the fraud I have seen regarding Best Buy and the Geek Squad, I am all for this. Will your attorney work with me also here in Tennessee? I am tired of fighting with Best Buy, and their clear fraud and deceitfulness as they are refusing to do anything. They simply waited for the warrantee to expire!

http://bestbuygalaxy.blogspot.com

Anonymous said...

Best Lie is truly one of the sleaziest companies I've ever witnessed. My house nearly burned down because of a faulty appliance and their incompetent installation work. No one there cares about anything other than trying to filch the money if consumers.

This company HAS to fail soon, and you can already see some senior managers are cashing in their stock before it tanks. The few decent employees will have no trouble finding other work, and as for the rest of the scumbags that work there......you can starve for all I care.

Tyler Jackson said...

future consumers the experience I have been subjected to -- or worse. The short story is that Best Buy and its representatives


Stock Market

tim watson said...

Thanks for sharing the information. Good luck.

Anonymous said...

I am so happy to see that I am not alone in my feelings about Best Buy's culture. From the in store employees to their corporate staff, I experienced nothing but lies and insults. The fact that this is allowed from their staff and is consistent makes me believe that it comes from the top, meaning the ceo. Seems like they train, promote and encourage unethical business practices from their employees. This clearly is a work place where if you had one ounce of integrity you would not fit in. Curious what this guys compensation is to lead such a shameful and confrontational company.

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