I have to agree with most of the points made by the author.
Best Buy is simply not doing what customers want...and in the end it's going to kill them.
Example: I ordered a netbook for my wife at BestBuy.com, and went to pick it up in store. Now, of course they wouldn't ring up the purchase for me until they offered me several different options of anti-virus, warranties, etc... and even had a SECOND person come talk to me about the warranty. By this time I was getting very agitated (I think my last car purchase was easier!), and just wanted to purchase the item, and leave.
From that day forward I made a promise to myself to not purchase from them again, if at all possible. Now Best Buy is my "Amazon showroom", and the only reason I go in is to check out items that I'm interested in purchasing online.