Best Buy should be ashamed of their lack of customer service.

On Saturday, 7-26-14, I attempted to file a claim on a cell phone warranty. In store I was notified that the policy was inactive, yet a second phone that was attached to the account was all active. I researched the cause of this and found my credit card was cancelled due to my bank discovering possible fraud. My wife called customer service in May, and after dealing with rude representatives, she was able to get both phone insurance policies reinstated.
When I called customer service today, after being hung up on twice, I was told that the policies were reinstated, but my wife failed to update the credit card information. I thought the error was on our part. My wife was able to find another email from Best Buy, that proved she updated the information. Conveniently however, Best Buy supervisor Mark was unable to find this proof email, but could find the earlier email. I find this highly unlikely.
Mark did reluctantly reinstate the policy, and told me I would have to go back to store to follow through with the claim. I notified Mark that due to the incompetence of Best Buy, and their insistence that I was the one that failed to update my policy, I threw the paperweight of a phone away. He then told me that I was out of luck, but referred me back to the store.
I understand the concept of "passing the buck" back to the store because that allows him to get off the phone with me. He also told me that my bank was the problem, yet I find it odd that the second phone on the account was current on payments. He also could not explain why, if it was my bank's fault, that no email was sent. Best Buy was quick to send an email when my credit card was cancelled due to fraud protection, but not this time?
Best Buy customer service gives people the run around, fails to live up to their obligations, and loses certain emails that show the costumer is correct. Best Buy also refuses to make their mistakes right or to even admit mistake on their behalf. I was told by Mark that he is in charge of the Customer service call center, so I obviously will not receive a reasonable resolution to this problem.
Best Buy has the absolute worst costumer service that I have ever dealt with. I will never conduct business with Best Buy again and I'll encourage every person that I come in contact with to do the same.

Hello molonlabe-
I’ve been fortunate enough to not have to need service on my cell phones to this point (knock on wood), but if I ever do, I hope that my experience doesn’t match yours.  It certainly sounds like it was frustrating.
Generally, if we are unable to collect payment on a monthly Geek Squad Protection plan three months in a row, we should be sending out an email to whichever address we have on file instructing you to contact us about this issue.  I’m sorry that this did not happen. 
Usually, the email letting your know that your credit card information has been updated in an automated system email and Mark would not have visibility to that, though he should have been able to see when your wife called in and had the plans reinstated.  I will definitely be documenting this feedback for training opportunities.
If you no longer have the phone, we would be unable to assist you, however, if the plans have been reinstated, you may still end up being charged each month if you did not have Mark cancel the plan.  If you did not cancel that plan, I would recommend contacting us at 1-888-237-8289 for assistance with cancelling this to avoid any future issues.
Thanks for connecting with us; I do hope that at some point in the future, you will allow us another opportunity to earn your business.
Bill|Senior Social Media Specialist | Best Buy® Corporate
 Private Message

Similar Messages

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          From: Verizon Wireless Customer Support <[email protected]>
    To: flash sam <[email protected]>
    Sent: Tuesday, October 28, 2014 4:16 PM
    Subject:  - Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
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    Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
    created by Verizon Wireless Customer Support in Verizon Wireless Services - View the full discussion                  There's no need to consider canceling service with us flashsam. This is certainly not the wireless experience we want you to have! Let's take a look and see what options are available and keep you as a happy wireless customer. If you can send us a private message then we can look into this.
    Thank you…
    ArnettH_VZW
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  • Moving Home / Lack of Customer Service / Cancellat...

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  • Lack of Customer service unacceptable

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    >> Edited to comply with the Verizon Wireless Terms of Service <<
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  • Best Buy should not use UPS as a shipper

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    Hello fhawk149,
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    Thanks for taking the time to post.
    Aaron|Social Media Specialist | Best Buy® Corporate
     Private Message

  • GT784WNV not working in Bridge Mode! Fed up with lack of Customer Service

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  • AT&T Lacking Basic Customer Service and Accountability

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  • Lack Of Customer Service

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    store location
    24920 N Lake Pleasant Pkwy,Ste 107
    Peoria
    AZ 85383
    Sent from my iPad
    I had a horrible experience last night, I went to renew my 2yr plan and get a droid turbo I wanted to take advantage of the $100 off by turning in a smartphone but the one I brought in was not up to par so I ran home to get a different one. I returned right at 8 and the doors were locked even tho customers were inside, they knew I was rushing back to try to get the deal done but they locked the doors and told me that they can't unlock them, I was frustrated because they knew I was coming back and as I sat in my truck they opened the doors to let the customers that were Inside, out. I know that I was there at closing and that's not fun for the employees but it was only because I had to go home to try and get a suitable smartphone to get the $100 off, I just have a hard time with me wanting to sign for another 2yr contract and buy a phone and getting treated like that when they knew I was coming back and it was going to be close on time. I have been up to resign a new contract for the last 4months because I wasn't sure if I was going to stay with Verizon, well when I decided I was it was pretty crappy to be treated like that, and to top it off the gentlemen who was helping me and knew I was running home to get a different phone to turn in sat with a smile on his face(not in a good way) while I stood by the locked front door.
    Just thought I would let you all know how customers are being treated

  • VERIZON WIRELESS PLAN CHANGES, CONTRACTS, UPGRADES - Lack of Customer Service!

    I have been 1 of your customers since August of 2006.
    I even own a 2nd phone line that I have been using since approximately 2002
    Most recently I had inquired with Verizon Customer service about upgrading my cell phone from a BlackBerry to a Droid Maxx (for one of my accounts)
    My first inquiry was with a Verizon Rep on the Verizon Online Chat on February 16, 2014.  I told her that I wanted to upgrade my cell phone from a BlackBerry to a Droid Maxx, and I inquired about my Unlimited Data Plan. She said I would “not” lose my Unlimited Data Plan even if I upgraded to a Droid Maxx.  I also asked about a Hot Spot, and she said that would be “included in my Unlimited Data Plan” at no extra charge.
    I called Verizon 611 later that same evening and talked live with a Verizon Rep, again asking and confirming the answers to the same questions.  I also asked about “throttling” if I went beyond a certain usage on my data plan, if I upgraded to a new cell phone.  He told me that I would not be limited to certain speeds and bandwidth, no matter how much I used my cell phone since Verizon does not throttle their customers’ data speeds (since Verizon had received so many complaints in the past for throttling,  so they do not do that anymore).  He also said there would “not be an issue with upgrading to a new cell phone and keeping my current data plan.
    A few days later, as I looked further into upgrading my device, and trying to make a final decision, I again called Verizon 611 – Customer Service.  But this time the Verizon Rep that I talked to contradicted the other two Verizon Reps info because he told me that I would “lose my unlimited data plan” if I switched to a new cell phone.  He also said if I made any changes to my plan, I would lose my Unlimited Data.  He said there would also be an additional charge for a Hot Spot.  I asked about bringing on a 2nd person to my plan, and keeping Unlimited Data on one of the phones, while having a 2nd data plan package for the other phone for the additional person. He told me the Unlimited Data Plan would only apply to the Original phone on this account and the original phone number.  But if I added a 2nd person/phone to my account they would “not” have Unlimited Data since the new (2nd phone) was not grand-fathered in to this current plan that I had with Verizon.
    Finally I decided to go in person to visit a Verizon Store.  When I went into the Verizon Store at Jantzen Beach, North Portland, Oregon, the Rep I talked to said she had been with Verizon for almost 8 years. She said all of the info that the other “3” Verizon Reps had given me was “not” accurate.  At this time, I learned that “ANY/ALL changes to my plans would immediately make me lose my Unlimited Data Plan.  And the ONLY way I could keep this plan, would be to buy my own cell phone (at full Retail cost) and have it added to my account.  And that if I tried to add a Hot Spot, it would cost additional money outside of my data plan.  Also if I tried to add a 2nd person/cell phone to my existing account that I would immediately lose the Unlimited Data Plan.  I was not allowed to change my cell phone#, add any additional user or cell phone, or upgrade my device without losing my Unlimited Data.  She also said maybe I was told something different by the 611 Customer Service Reps because they have authority to make changes or exceptions to plans, and that normal Verizon Store employees do not have authority to make the same changes.
    My complaint and question to Verizon is…..WHY do all “4” Verizon Reps have different explanations, advice, rules, etc…when it comes to something as simple as upgrading to a new device and wanting to keep my current plan?  To me, the rules and explanations should not vary day to day, and depending upon who I talk to?
    I was originally an AT&T Customer prior to 2006 and I switched to Verizon.  This is my first real experience with HORRIBLE customer service and deception from Verizon!
    IF I had made any changes when I initially or immediately after I inquired via the Online Chat, I would have LOST my current data plan!  And then to tell me that I need to go out & buy my OWN phone at FULL Retail price If I want to keep a plan that I’ve had for years now!!!
    How much money have I already paid to Verizon in Monthly usage charges since 2006 (for almost 8 years now)??? And you want to reward me for this loyalty and being a Long time customer by cheating me out of my current plan, or trying to deceive me with false promises that I won’t lose the plan?  And then when I finally do want to upgrade, you will take that plan from me? And even after being a customer for 8 years with one account and almost 12 years with my 2nd Verizon account (that I listed at the beginning of this letter), you won’t even offer to give me a free device or a discounted device for renewing my plan?  NOW I need to buy my own phone if I want to continue on with my current data plan?
    None of this makes sense, and I have now been told “4” different versions of rules, exceptions and Plan change policies by 4 different Verizon Reps!  They ALL work for the same company --- Verizon Wireless --- so they should ALL have the same answers and rules, right?  I really feel nobody is being honest & upfront with me about this, and I am seriously considering moving back to AT&T Wireless.  As at this point, Verizon wants to do nothing to reward me for being a long-time customer.  I’m beginning to feel that the goal here is to deceive me and cheat me out of my Unlimited Data plan. 
    What can you do to make this right?  I know you must have record of the Online Chat and also you record 611 Customer Service calls too? How can you explain why all “4” of your Reps have different rules and explanations for Verizon phone plans? 
    If I do not receive an acceptable response to this letter, you can count on me moving back to AT &T Wireless.  I will also tell all of my Friends & Family that are currently with Verizon about this negative experience.  In the past I have encouraged others to move to Verizon Wireless, but now I no longer feel that is good advice for anyone. 
    My boyfriend who “almost considered” switching his service to Verizon, is now seriously considering the integrity of Verizon.  He works in Information Technology with large corporations and will also pass this story on to his business associates.
    I look forward to your response and explanation.  I feel that after my long term loyalty as a Verizon Customer, I deserve much better treatment and honest answers from Verizon.

    cheralin333 wrote:
    I find this all very interesting that the 3 responses I got to this post are ALL defending Verizon jacking around a long time customer.  I would almost venture to guess that Verizon hires people (probably in India & Pakistan) to read their forums and defend whatever they do to their customers.  How do I become the bad person for wanting good customer service? How are they in the right for trying to be deceitful.  None of their Reps had the "same story or info."   NOW I have 3 responses from "supposed PEERS" or other customers in the Verizon Community.  But instead of rallying with me as a customer all 3 are posting comments like they "work for Verizon."   And even Ann's response contained info that I already had in my original post.  And this last post from pherson knocks me for not being loyal?? I have been loyal for over a decade but why would I kiss up to anyone that is trying to make me take it in the shorts???  I'm convinced you are all making minimum wage from Verizon to read their forums and defend their ridiculous practices.  Go find a real job.
    No one is "defending" Verizon. We are telling you that
    A) No one from Verizon corporate will see you post
    B) Even if they did they are not going to change policy because 1 customer or a few or 1000 or 10,000 threaten to leave.
    So there is no point to your rant. It was waste of time. The people you intended it for aren't going to see or care. Also the FCC, FTC, BBB, etc etc are also a waste of time. The only thing you can do that you have power over is to speak with your wallet and go elsewhere. That would be FAR more productive than what you've done here. I still don't get how people think that because they made a post on a messageboard they can change things. Like people haven't been complaining about this for literally the last 620 days. How's that worked out so far?
    Oh and I SHOULD report your post that is full of insults. Next one I WILL. How is that for a threat?

  • Misrepresentation by Verizon - and lack of "Customer Service"

    I have tried to follow the "proper channels" and no one seems to care - so here is the letter I sent to the "Correspondence Team"  minus my personal information. 
    Verizon Wireless
    Attn:  Correspondence Team
    P.O. Box 5029
    Wallingford, CN  06492
    To Whom It May Concern,
    First, please know, we have been loyal customers with Verizon for approximately 8 years; and, up until this point in time, we have been pleased with our service provided by Verizon Wireless.  With this timespan of provided service, I am estimating that we have spent in excess of $15,000 with your company.
    We have two children in college, and with their urging, we recently decided to upgrade our phones to the smart phone technology.  For years, we had been satisfied with our antiquated flip-phones.  This is where our nightmare began.  On March 31st, we saw an advertisement for Verizon that you were offering a new plan for the amount of $160.00 per month with unlimited text, talk, and 10GB of data – with a buy one get one free Samsung Galaxy S4 phone.  We attempted to explore this offer on-line; however, your website was not working.  We then saw an advertisement on your website for a phone number to call about the “Edge Program.”  We called the number and were connected with Charles Brown.  He was eager to assist us with our needs.  I do not have his employee number; however, his phone number is (888) 924-7934 ext. 8486. 
    For about the next 2 hours, Mr. Brown discussed the plan with us and assured us that this was the plan that would be the most beneficial. The new plan would provide the unlimited text, talk, 10 GB of data and 4 new smart phones.   During this time, he assured us that our bill would be no more than $175.00 per month for both the service plan and the phones. He stated that we were up for renewal on several of our phones and we would receive rebates on each of these phones.  He continued to assure us that with our initial deposit on the phones and with the rebates, our total bill would not be more than $175.00 per month.  We signed the agreements with him continuing to assure us of this situation.  The night we signed the contracts, we received 17 emails regarding our new service. 
    Within the next few days, we received two of the phones.  The bill that arrived stated our bill would be $240.00 for these two phones.  We contacted Charles and he stated:  “Oh, don’t worry about that!  When you have activated all 4 phones, the rebates will kick in.”  It then took an addition two weeks to receive our next two phones.
    We then received our next statement for the period of March 13 through April 12 for the amount of $380.00.  We attempted to contact Charles with no success.  We thought, well, we just activated the phones.  Perhaps, these rebates have not taken effect yet. We paid $180.00 and again attempted to contact Charles.  We have made these attempts numerous times to no avail.  Apparently, he has made his commission and is done.
    Our next bill arrived with a current charges of $278.35 with an additional past due balance of $200.04.  No credits or rebates had been applied.
    On May 21, 2014, I contacted Verizon Customer Service. After speaking with one lady, I asked to speak to a supervisor.  I was connected with Kelli (employee number 992300).  I told her of the above stated events and gave her our concerns over the fact that we had been lied to by Mr. Brown.  She placed me on hold to do “a little research.”  When she returned, I also inquired if all sales phone calls were recorded.  She stated they were.  She asked if we were offered the plan with a 2 year renewal contract and I told her that during our 2 hour conversation with Mr. Brown, that the only plan we were offered was the “Edge” program.  She then offered to switch us to a 2 year renewal service plan including the phones we had received for $183.00 per month.  I agreed to this verbal agreement.  She then asked if we had signed the Edge contract and I stated that yes we had with the assurance from Charles that we would receive the rebates. She then retracted her offer and stated the best she could do was a 6 to 12 month credit to our account.  I declined and asked her to listen to Charles Brown’s recorded conversation with us.  She stated she would and stated twice that she would call us back within one hour. It is now May 25th and we have yet to hear from her.
    After one and half hours passed, I called the customer service number again and after asking several times to speak with a supervisor, I was connected to Marcus (6805).  He did tell me that it would take up to 72 hours to research this type of request. I stated that I thought that was reasonable; however, I was promised a return call within 1 hour.  He stated he would continue to follow up on this situation.
    In all honesty, I do not expect to hear from either of these representatives.  I feel that I was make promises just to get me off the phone and they have no intentions of following up on my requests. 
    We do not wish to cancel our service with Verizon; however, we are feeling that we may have no choice in this matter.  We feel we have been lied to, ignored, and unvalued as a loyal customer. I also feel that “calling customer service” would be a waste of my time and energy and would only result in further frustration and anxiety.  We contacted AT&T and they have stated they would be more than thrilled to meet our telecommunication needs.
    What can you do to help? Please review our multiple conversations with Mr. Brown.  You will then find that our concerns of untruthful statements are legitimate.  We would be more than happy to switch to the 2 year contract for $183.00 per month. If this is not available, we will be forced to switch to another service provider.
    We would appreciated any further consideration of this matter and if would like additional information, please do not hesitate to contact us at our home number or respond on this forum.
    Sincerely,
    A Very Unhappy, and soon to be former, Customer

    Although long in your post the situation was somehow messed up.
    Like the AT&T plan you are alluding to the price is $160 plus taxes and fees per month in addition to the Edge Plan charges of at least $100 for the four phones ($25x4=$100) so that would be $260 plus taxes and fees. There could also be pro rata charges for partial month of service. First bill is higher in many cases.
    Now if you were just going to purchase four new smart phones under a 2 year contract each there is the cost per device at subsidy say $200 each or ($200x4=$800).  Plus 4 upgrade fees at $30 is $120 plus the cost of a plan you choose with shared data. So $920 plus plan say at the lowest rate share plan to be $160 plus taxes and surcharges. You would have received an invoice way over $1000.00 so you were put on the edge plan.
    You were misinformed as you have to pay a cost for each device for 20 months.
    You may have not heard that point in the conversation. Or it may not have been told at time of sale.
    I hope the letter works out.
    Good Luck

  • Verizon Complaint - Harassment, Lack of Customer Service, No Loyalty

    After searching long and hard, it appears that there is no place to lodge a formal complaint against Verizon.  I saw where an individual was told by a Verizon rep the place to file such complaints is right here in the forums.  This seems to be an ineffective place to make such statements.  With that said, I write this post with little expectation of satisfaction in remedying the complaint.  In fact, I believe that the lack of a formal complaint channel points to the company's unwillingness to address key business points, such as customer satisfaction.  Consider this post an indication of one such dissatisfied customer.
    As background, I have been a steady Verizon customer for about 12 years (give or take a year).  In that time, I have re-signed my contract several times, purchased numerous phones, and have been timely in my payments.  I seem to recall even being given a Verizon VIP status which gave me a discount on phone accessories.  The fact that most people reading this will have never heard of the Verizon VIP status points to how long I've been with Verizon.  My first Verizon phone was the Motorola V60i - top of the line at the time.
    Recently the credit card I have on file for auto payment expired.  I knew it was going to expire and updated the account with a new card as soon as it came in.  Apparently this update did not stick.  About two weeks ago, my wife began getting phone calls from Verizon.  Each time they called it would be from a different out of region phone number.  Each time an automated voice would leave a message about "changes to the account".  The calls increased to about 5 per day with several text messages throughout.  The first red flag is that her line is a secondary number, whereas mine is the primary.  If there was a legitimate change to the account the assumption is that Verizon would call the primary account holder.  They did not.
    This continued for about a week.  The calls and the texts would come during working hours and into the night.  I called one of the numbers back.  After pressing # to do this and # to do that, I was given a choice.  Press 1 to make a payment to the account or press 2 if you have already paid this bill or are planning to pay this bill immediately.  Since I had already paid the bill, I pressed 2.  The next automated message I received said that they would be expecting my payment within 7 days and the system would be updated to reflect I had made this agreement.  Failure to pay the bill would cause an interruption in my service.
    My problems-
    1. Verizon should  not call a secondary number to discuss the bill.  Luckily the secondary number was my wife's.  What if it had been a teenaged child?
    2. Verizon should not engage in such harassing techniques.  I have been a loyal customer for over a decade.  A simple phone call from a human and I would have happily explained I did update the card, and then paid immediately.  It went too far for no reason.
    3. As a customer, I should have quick access to a customer rep or another avenue, such as a dissatisfaction form in My Verizon, to outline this in a more conducive manner than simply throwing it into a pile of other forum posts with no sense of direction or expectation of satisfaction.
    It is for all these reasons that I am dissatisfied with Verizon currently.  I am not currently under contract and I am shopping for another provider.  While I'm sure many of my complaints will be found in the other provider, at least I have the satisfaction of taking my dollars to a company that will treat me like a number on a page instead of the misconception that customer loyalty still meant anything.  Again, I am not expecting any followup from Verizon, but you have my phone number if you would like to discuss this.  After all, a simple call from a human in the first place would have corrected this.
    My question to the rest of the forum is, "Am I the only one in this boat?"

    JonathanK_VZW,
    First, thank you for taking the time to respond to my statement.  I appreciate that you took the time to do so.
    However, I don't think that your response addresses my concerns.  I thought I had paid the bill as explained above.  Your financial department acted in a harassing manner by contacting a secondary phone number on my account.  Not once did anyone or any automated communication contact my number, the primary account holder.  The calls were as many as 5 in a day with several text messages.  The voice messages, when one was left, and the text messages simply stated there had been changes made to the account - hardly helpful information.  In fact, the limited statement was so cryptic that they were originally dismissed as being spam - a reasonable conclusion considering the amount of spam messages Verizon customers receive concerning "changes to the account".
    Luckily, the secondary number your financial department decided to contact was my wife's number.  Had it been a child's phone this complaint would have a completely different tone.  However, any number of other customers may not be so fortunate.  You stated " financial services may try to reach you on an alternate line or a contact number we have on file" as an explanation of this practice.  That answer only makes sense if you attempted the primary account holder first.  You did not.  Not one instance.
    You  mentioned that the volume of your customers prevents you from giving each one personalized service.  I realize Verizon must have an enormous customer base and the sheer volume creates complications that I have not yet considered.  May I suggest you make a special effort to show personal customer support to long term customers with an established track record of timely payments and patronage - such as myself.  The silver lining for Verizon is that your current solution to your customer load crisis - harassing phone calls, ineffective automated services, etc. - may self-correct your problem.  More and more folks will take their wallets elsewhere and you may find that managing effective customer service becomes a simpler task.
    Again, JonathanK_VZW, I do want to thank you for taking the time to respond.  That is sincere.  I did not expect Verizon to respond.  I would like my concerns to be passed to your supervisors and then to their supervisors.  I believe my points are valid criticisms of Verizon's current customer services.  I realize that customer service is traditionally a difficult role as it is the department the angry, screaming, crazies contact to vent.  I hope the simple measure by which I've responded shows that is not the case here - that the criticisms point to terrible service and any industry that values its customers would want to at least address the key points therein.
    To the supervisors:
    Any productive organization has to develop strategies that manage the work load while maintaining quality.  Those strategies must be reevaluated from time to time to measure effectiveness and quality. This message points to one of those times.  Effectiveness and quality are lacking.  It is time to develop a new strategy - a working strategy.  Your customers would appreciate it.

  • Lack of Customer Service for Despicable Me hat

    2/2/2015.  Yesterday (Sunday) was the first day of advertisement of the Despicable Me 2 Blue Ray DVD ($12.99) with $1.99 minion hat.  I called the Roseville, CA store and they said they had the hat in stock.  20 minutes later, I was at the store -- no hat (sold out about a week ago).  They called the Citrus Heights, CA store who reserved a hat for me at customer service.  Guess what, my husband went to pick up the products today and NO HAT.  So, I'm mad, mad, mad. Best Buy has no customer service and I am so frustrated that I signed up for the blog forum just to vent and (hopefully) get a hat somehow. 

    Hello madminion-
    I’m not sure if you saw the commercial featuring the new Minions movie, but they obviously are popular and I can understand why you would want that hat after seeing it!  I’m sorry to hear that both the Roseville and Citrus Heights stores were sold out of it.
    I’ve checked the stores around your area and unfortunately, it appears that they are sold out of these hats and with them being limited edition, I’m not sure if they will get them back in stock.  However, we do still have the offer available through BestBuy.com currently here, so if you have not already bought your movie, you should be able to place an order for the movie and the hat while the promotion is running
    I hope that this helps!
    Bill|Senior Social Media Specialist | Best Buy® Corporate
     Private Message

  • Lack of customer service/Liars

    I went into a verizon store wanting to add a new line. Everything seemed to go smoothly. He asked if I wanted the 5S or 5C. I decided to go with the 5C. I paid my $145 and he helped me pick out a number. He said to come back at the end of the week to swap numbers on the phone. I went in on that Friday and the girl told me that I had to buy 2 sim cards. I wasn't advised of this. Had to pay $20. I left.
    Later in the week I start getting text messages saying I am over my data usage. All of the phones start doing it. I up it for $10 not understanding really what was up. They kept coming. Over and over. I call customer service, go over my phones. Ends up the guy changed my calling plan without me knowing. I had unlimited data but gone and he backdated it. They can only switch you back within 14 days. By backdating he screwed that up. The lady apologizes and promises she will follow up the next day  I go to Verizon because I am fed up. I explained how he screwed everything up. They put me on phone with customer service who again apologizes profusely and said she has filed claims and someone will contact me within 24 hours.I am so frustrated I tell her to take the phone back it isn't worth it. Sure if I pay $75. What? I was never told that. He told me I had 14 days to change my mind. He didn't mention that. He also didn't mention that they were adding $40 on my bill. I thought it was $10. He never mentioned that I didn't have to get that phone. He didn't mention the differences.. He didn't mention anything. I have NOT heard from anyone and I am still getting usage notices. They have done nothing. I called back and left a message to have the girl I originally talked to call me back. No one has called. I am completely disgusted and one step away from posting this everywhere.

    The reason you received the worst customer service - is because Verizon seems to have spent decades to develop the worst customer service program imaginable, and has searched the world over to hire the most incredibly incompetent people to staff their management, employees, phones lines, and stores to overshadow anyone who actually was mistakenly hired who is professional. I also happen to need help if you could assist, I need to go back to the store where I bought my 5s to find the store manager who can not seem to call me back after hours spent trying to get a hold of him, and help me stuff this phone up where the sun doesn't shine...
    When I got home with my new 5s, I found their was no quick start guide, no recipe, no explanation of plan and absolutely no resolution after many calls I made - to try to clear up my charges. I was charged almost $750.00 on my first bill, and it was due immediately. I had set-up a pro-rated account, and was told my costs were supposed to be around $450.00 for everything, and my bill would be around $91.00 - they are charging me around $750.00 and around $140 a month - $50.00 higher... I called customer service, and the store several times since then. I was told many times to go online to resolve my problems. (ha! - a good one).... This is because you can not get a phone call answered due to the astounding amount of customer complaints and problems Verizon has managed to incur.
    I happen to have an attorney on hand, and told him I am going back to the Verizon store and cancelling my account due to breach of contract. He said to let him know if they refuse... He was also a Verizon customer and cancelled his account... ironic... He informed me I was promised quality customer care, and I did not receive all of my product on purchase - namely a quick-start guide... Funny a 50 cent book will cause Verizon to lose thousands...
    Verizon simply put, has a non-existent customer support network - the worst I have seen... You have to navigate through pages of online crap to get a simple number... If Verizon stood behind its service, it would have the customer service number listed and prominently displayed as well as provide product guides - instead of telling customers to find help online from others...
    I am really surprised Verizon is a big sham and hides its shady organization behind smoke and mirrors disguised as too much worthless information posted - just look at all the crap below this page... Especially note the 8 links for Service and Support does not include any actual customer service assistance regarding account problems. I was told to go back to my
    Verizon store to discuss my problems - it is 1.5 hours away....

  • Very disappointed with the lack of Customer service

    I have been a verizon wireless customer for 15+ years, and have never been more disappointed.  Does anyone else notice that it seems like you are dealing with 2 different companies - and they don't play well together?  I 'chatted' oniline with a VZW rep - and was advised that if I upgraded my husband to a smartphone - our monthly bill would go down 6.00.  I ordered the phone - she told me that I could either wait until I activate to change my plan - or call customer service to do so.  I called.  Quote #2 - totally different - going up 22.00.  I advised we did not want to do that - our bill is already over 200 per month.  Chatted the next day - quote #3 - up 30.00.  The kicker was when we went to the store tonight.  The gentleman basically said if we deal with online - don't bother them.  Don't they both work for VZW?  His customer service was a little more than lacking.  I am considering switching to another carrier - even though I have 3 other phones that are under contract.  I don't want to worry every time I need customer service - which one of them will help.  Anyone suggest another carrier??

    I totally agree -- HORRIBLE customer service experiences recently. What happened?
    I have a been a VZW customer for years and have always appreciated the excellent service.  Recently, I called to add my ipad to my shared data plan and waited 30 minutes with no resolution (see image below).  After refusing to wait longer, I the agent offered to call me back with instructions after the change had been made.  He did call back, which I appreciate, however 30 minutes to add additional services is unacceptable.
    I've also tried reaching customer service several times this week for account questions and immediately receive the message "we are experiencing heavier than normal call volumes and wait times".  After waiting 5-10 minutes each time I have given up.
    VZW had better get their act together.  If I wanted bad service I'd switch to Sprint and save at least 25% each month.

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