Best Buy, Hardest Sell

Concerned that Best Buy may be engaged in a widespread pattern of deception in selling extended service warranties to consumers, the Florida Attorney General has opened an investigation into charges that the discount electronics retailer has been "deceptively denigrating [manufacturer's] warranty and aggrandizing their own."

The existence of an investigation does not prove guilt. It simply means the A.G. thinks he smells smoke and wants to see if there's a fire. A number of current and former Best Buy employees are fanning the flames.

A Best Buy protest site has been set up to collect complaints from customers and employees alike. Take a look a what some of the sales staff have to say about "PSP," Best Buy's extended warranty service:

"I've heard my managers and people talk about managers of old saying to "just get the customer in and out with a psp". "nothing matters but the psp." "i don't care what you do, just get the psp." everything psp. everytime, and i do mean every last [expletive] time i sell a computer with no psp, i get marauded with questions from a manager...."did they get the psp?" "why didn't they?", "did you tell them this about it?" "did you tell them..." and so on and so on, meanwhile, i've got 10 other customers waiting on my return to help them out, but i can't because i'm busy telling a manager why someone didn't want the plan."

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"'Did you get the service?'

This became a question that I learned to loathe...my supervisor demands at least 3 *no's* from each customer, then a handoff to another prod, before we take *no* for an answer. When you don't get the service, my sup demands a lengthy explanation of why the customer chose to go without the service. Then he says "you need to work on conquering objections," and storms away to hide behind the answer center."

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"All I can say is dont buy the PSP. Lies lies lies. I have seen SO many people get [expletive] over by it, one cant even begin to fathom what [expletive] it is. PSP this and PSP that. I hate it. I see new people come in excited and I can slowly see how all the PSP quickly just drains that enthusiasm...If product specialists only knew the kind of kick backs managers get from ...PSP's"

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