Best Buy Customer Support is disgusting!!!!

Best Buy Customer Support is disgusting!!!! Order on Best Buy glitched and they tried to sell me antivirus software!!!!!!!!!
I used to love shopping at Best Buy, that is not the case anymore. This happened not just once but twice. Made orders on bestbuy.com on two seperate times and recieved a glitched error message. I checked my bank account and I was charged for both glitched orders.
Everytime I call Best Buy Customer (Not So Much)Support I never recieve any solution to the problem.
This whole situation has made me appreciate Amazon so much more, even when you chat with their customer support everything gets resolved within minutes.
Best Buy get your act together!!!!!

Hello newbreedworks,
I'm disappointed to read that you've run into trouble trying to complete orders on BestBuy.com. Certainly this is not the experience that we wished you to have and I regret any inconvenience to you.
When you say that you "received a glitched error," what exactly did the error message say? I'd like to look into your situation in more depth, but will need more information to begin. If you will please send me a private message that includes the order numbers from the two orders that didn't process properly along with your full name and telephone number, I will begin my research.
I'm grateful that you brought your concerns to our attention and look forward to hearing from you.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
 Private Message

Similar Messages

  • Best Buy Customer Service

    I ordinarily accept that companies will have less than adequate customer service, but my experience with Best Buy has been so bad, I actually decided to take the time to create a profile an write about it.
    I ordered a front load washer as a christmas gift for my sister.  I was forced to cancel the delivery as it was a surprise, because my niece and nephews school was cancelled and therefore my sister would be home ruining the suprise.
    I rescheduled the delivery, and took off work so that I could be present to accept.  When I did not receive a call giving me a time window as I had the 1st time it was supposed to be delivered, I called customer service for help.  Customer service was anything but, and told me that it was set to rechedule in the system, and that they spoke with the warehouse and it was because they had not received delivery of the washer yet, so they could not deliver.  I informed her that this was not possible as they previously had scheduled my washer for a delivery and it was me who cancelled after I had recieved the smaller delivery window.  She advised that she "spoke to the warehouse and they don't have it, I don't know what to tell you."  I insisted that she call them again, as they must be mistaken because it doesn't make sense that they would have the washer over a week ago and be able to give me a delivery window, and they now don't have it. She said "no, they deffinately don't have it, i just talked to her."  I insisted that she call them again, and asked her if it was not possible that they made a mistake.  She eventually relented and claimed to call the warehouse.  She then said that they were closed, so she could could not give me any more information, and that I should call back tomorrow (the day it was supposed to be delivered).  Eventually she admitted that she could see the same thing in the computer that the warehouse people could see, and there was no information about my washer. Basically she lied and said it was not delivered instead of provide me with the truth that they really didn't know what was up.
    I called again the next day, waited on hold forever again, and eventually spoke to someone.  This person said that they had the washer, but there was no way that they would be able to deliver that day, that the girl had made a mistake and didn't get it entered in for delivery correctly.  This was frustrating because I took off work, and I am a contractor so I don't get paid if I don't work.  They were able to get it scheduled for the next day, and told me they would be calling with a specific time instead of a window so I could meet them on my lunch break.
    I only got an automated call, which said they would be there between 1 and 3 pm.  A while after the call, I recieved an automated text message which said they would be there from 12 to 2.  The next morning I called to find out if I would get my specific time, or at least what window was correct.  I was on hold for nearly half an hour, and then on the phone for another hour after I spoke with someone, just to get the correct time, and for them to tell me I would not get my specific time.  They said that the 12-2 window was correct. I was getting ready to leave work, and the delivery guys called and said they were going to be there 30 mins early.  I of course couldn't make it early, but they accommodated me.
    The delivery guys were very friendly and courteous.  They called me onto the truck to show me that my washer had been damaged by a forklift in the warehouse. the cardboard was damaged, the inner packing styrofoam smashed, and there was a dent on the washer.  They asked me if I wanted for them to still deliver, and told me I should call customer service and let them know it was dented.  I advised to deliver, mainly because I was scared I would not be able to get another one before christmas, and it was a washing machine so a dent would not be the end of the world, even though it was a gift.  Nonetheless I was paying over 600 dollars for a new washer, and you expect no dents.
    I called customer service and Holly said that they could come and remove it, or they could offer me a 10% discount if I wanted to keep it. I agreed to the 10% discount.  I was then told that she could not process the discount because the computer still said "in transit" and that I would need to call back the next day and give them a service number she gave me, and then they could give me my discount.  I attempted calling the next couple days and the got a message that they were experiencing high call volume to call back at a different time, and on Monday I was on hold for 30 mins and never able to talk to a person. 
    Tonight the computer system offered to call me back, so I did that, and eventially spoke with customer service when they called back.  I was put on hold many times and eventially spoke with a customer service person in the appliance department.  I am pretty sure this was the same customer service person that lied to me on thursday, based on her voice.  She told me that they could see that I was told that I would receive the 10% discount, but that the individual did not put who authorized the discount into the notes, and the warehouse was closed and they were the only ones that would be able to authorize the discount, that I needed to call back the next day.  This was after being on the phone for one hour and 20 mins.  I asked why I needed to call back, why could they not just process my discount, and she said that was the only way I was getting my discount.  I asked why they could not call me, and she said "we do not call people."
    Eventially I realized I was getting nowhere.  This is simply the worst customer service I have ever experienced.  I will have to call again tomorrow, wait on hold again, probably just to get the runaround. I do not know how they manage to stay in business.  Very disappointed.

    Hello neveragain30,
    Thank you for sharing your feedback here on the forum. I'm sorry for the delay in replying to your post. I was honestly speechless for a moment after I read about your delivery experience. It is very generous of you to have purchased a washer for Christmas for your sister, and I am so very sorry if we offered you such a poor delivery experience. I assure you this is not the level of service we expect our delivery team to offer our customers. 
    Using the e-mail you registered on the forum, I was able to locate the order, and confirmed that they applied the discount as promised. I do appreciate you taking the time to bring this to our attention here at the corporate office. I assure you I will be documenting your comments for further employee training as we clearly have an opportunity here for improvement. I also have some information I would like to share with you so I will be sending you a private message. To view your messages, please make sure you are logged into the forum, and click on the envelope in the top right hand corner. 
    Again, I truly apologize for any inconvenience this may have caused, and keep an eye out for that message coming your way. 
    Sincerely, 
    Maria|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Frequent Best Buy customer--but won't be for long!!

    I want to know where I can bring my complaint.  I will be looking for a response, and I will continue to post (and I want to make people aware of this, so not just on the Best Buy forums) and call until I receive an appropriate response.   I purchased a dishwasher at the Bridgewater Commons NJ Best Buy on July 18th.  The dishwasher was a Samsung, the exact one I wanted, but an open box, so it was discounted at about 50% off.  I was told it could not be delivered or installed for 10 days, so I said okay, fine, I will wait.  At this point, I had been without a working dishwaher for 2 weeks, and you can imagine, with a family of five, I was anxious for one to be delivered. Ten days later, the delivery arrives, and the delivery/installation company says "you may want to check this out, it's got some scratches."  I had thoroughly inspected it at the store, and it was PERFECT.  There was nothing wrong, and it was deemed to be in PERFECT condition, and WORKING condition by two store employess.  I did see the scratches, and they were not huge, so I said that I would take the dishwasher (meanwhile the store had offered to knock off another $50 to $100) and asked the installer to proceed.  At this point, he begins to remove my old one, and the new one comes in, and the other installer says "you might want to check this out--there is a broken part inside."  The installer recommends I don't install the dishwasher at this point, and so I call Best Buy and ask them what to do.  One employee has told me she will put this farther up the chain (to the escallation dept?) and I will receive a call in 2 to 4 hours.  I never do. The next day I am travelling, which makes it hard to call the store, be put on hold, get call backs, etc. but I call several times, and speak to Belchan.  He is the department manager.  He has no idea where the dishwasher is, and asks me what part is brokem (like I would know) and has no idea the dishwasher is even scratched.  He tells me there is no dishwasher that is comparable for that price, and so would I like to buy it new for 20% off?  At this point I ask to speak to the store manager, but Belcahn says that his store manager will only offer 20% off a new one.  Several times I ask to speak to the store manager, but they never put him on the phone; it is like they offer him a full staff of protectors so he will never have to actually speak to a customer. Finally, I decide that the original dishwasher is a great deal, and it is the one I want, and he has offered another $100 off, so I ask to have it installed anyway, and we can just order the part.  These conversations have taken course over a few days, and I am now 2 weeks from the original purchase. Belchan calls me back and tells me he tracked down the dishwasher, and it is unsaleable condition, so I cannot have the original dishwasher.  He again offers me 20% off a new one.  I again ask to speak to the store manager, and he is unavailable, so I ask for a call back.  I never receive one.  I am now 3 1/2 weeks without a working dishwasher.  I have not heard back from anyone at the Bridgewater Commons Store.  I will be spending the whole day tomorrow shopping for a new dishwasher (probably at another location) and looking for resolution with Best Buy.   My biggest issue, aside from the lack of call backs, and the promise of a working dishwasher at a given price is this: I have purchased a refridgerator, a wahsher and dryer, and a dishwasher all from Best Buy over the course of three months.  I have spent A LOT of money there.  Would they really want to lose my business?

    Hello cpestorious,
    Welcome to the forum. Living in a household of five people (could be more if the kid's friends are over) I can completely understand the need to have a good reliable dishwasher. Ours broke down about 2 years ago, and we were unable to replace until 6 months later so trust me when I say, I can completely relate to how frustrated you are right now. It sounds like buying this open box dishwasher has been quite an ordeal, and I'm very sorry to hear no one has been able to offer you a satisfactory resolution.
    Using the e-mail you registered on the forum, I was able to locate the order, and I will be looking into this further to see how I can hopefully turn this into a much better experience for you. We truly appreciate your business, and sincerely would be saddened if you chose somewhere else to purchase your appliances. I assure you I will be in contact as soon as I have more information. 
    Once again, I apologize for any disappointment this may have caused, and you should hear back from us soon. 

  • BEST BUY ONLINE NEEDS SOME HELP AND CUSTOMER SERVICE NEEDS TO BE HELPFUL

    After having just spent an hour trying to order something that the website says was in stock, and then finding it really wasn't available, it became obvious to me that Best Buy online leaves something to be desired.  It seems like a classic bait and switch.  Get people to the website with a low priced "deal", only to find it isn't available, however a more expensive version is available.  
    So, I call customer service.  I get someone who assures me the order will go through, provide my credit card, redeem my points, and only to find it would not work after all, as it didn't for me.  So I ask for a supervisor.   And I get someone who says "I don't know" and has no answers except that this is the way it is.  To add salt to the wound, he announces that unlocked phones cannot be ordered via telephone.  When asked why the rep didn't know that, yes, another "I don't know".  
    As a Best Buy customer who spends way too much money at Best Buy, I find this entire situation unacceptable.  As they say, vote with your feet, I will be exploring other stores to spend my money at.  A website that says something is available, and then isn't, simply is bad business.  And customer service who can only say "I don't know" isn't really customer service at all.   
    A "out of the box" idea would be to listen to what I'm saying, and fix it; this isn't the first time this has happened.  Simply saying "I don't know" is only irritating customers who are trying to buy things from Best Buy.  I am so frustrated with the situation and I assure you I will look elsewhere for future needs/wants.  

    Hello User269123,
    I apologize for the lengthy delay in responding to you. While we try to reply to all customer service issues posted on the forum within 3 to 5 business days, we don’t usually receive requests for assistance through our IdeaX board. In the future, please make sure that you are posting any customer service related issues to the Customer Service boards to ensure a timely response.
    Having said that, I pulled up your account via the email address attached to your forum profile to properly document your ideas to make sure we take advantage of the feedback you’ve offered. I was glad to see your concerns reached Dan on our executive support team and that he was able to address your case in a timely manner.
    Thank you for posting,
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Best Buy is about to and Elite Plus customer

    I've been an extremely loyal Best Buy customer for over 20 years.  I've been an Elite rewards member for 6 years, and Elite Plus since the new tier was created.  I've already re-qualified for Elite Plus for next year.  Needless to say, I shop at BBY several times per week.
    That may all change unless they can fix this colossal f$#k-up that is placing several of my pre-orders in jeopardy.
    Long story short: I've placed 6 orders that consist of video game pre-orders for limited edition versions, which are now fully reserved at all retailers, as well as several other pre-orders for pretty much every A-list release coming in Q4/Q1.  Some of these orders were placed as far back as February, right when the items became available for pre-order.
    My BBY credit card was recently updated from the in-store card to the BBY Platinum Mastercard.  The old card--which I used for all of those orders--has now been deactivated.  I've updated my account to include my new card as primary payment, but there is no self-help option to specifically update your payment on existing orders.
    I hit a snag when two of my orders that released yesterday went to process, and were denied payment, since they tried to ping the old card.  These orders were then cancelled for invalid payment before I had a chance to respond to the email regarding a payment problem.
    I called support today, to see if they could manually update the payment information on my outstanding orders, and we found in a conference call with Citibank support that even though my new card is valid, since the process of updating existing orders doesn't provide a way to enter the CVV code of my new card (since it's not required by .com's systems), when they go to enter the order, it registers as a CVV mismatch and the payment is denied.  After a few tries with one of my orders for a common-stock item, the order hit enough denied payments to be automatically cancelled.
    After being on the phone with them for 3 HOURS, I was essentially told that they had no way of fixing this.  The problem is, that when these limited-edition pre-orders hit their release date, they will encounter the same payment error and then be automatically cancelled.  But, if that happens, or if we cancel the existing orders and I attempt to re-order them, THEY WILL BE OUT OF STOCK AND UNAVAILABLE!!  Essentially, unless this error is fixed, I will lose all of my limited-edition pre-orders and since I can't order them anywhere else, I won't be able to replace the order anywhere, unless I shell out a ton of money on the secondary market.
    Obviously, I don't find this satisfactory.  I've entrusted Best Buy with thousands of dollars of pre-orders, and because of a stupid glitch in their system, they have now essentially told me that this is an inevitable problem that even their top tier of support cannot correct, and they offered nothing to fix the situation to ensure that I will receive the items that I had ordered several months in advance.
    This is absolutely outrageous, and it's the last straw.  If someone from Best Buy is reading this and can help fix the situation before my first LE pre-order of Q4 enters processing on 11/3/14, I would ask that they please contact me.  Otherwise, this screw-up is enough to finally end my two decades of loyalty at Best Buy.
    I am very serious about this.  If no solution is found, and my orders continue to get auto-cancelled, I intend to cancel all remaining pre-orders (over 15 pending items), cash out my $500 worth of banked points, then cancel my Best Buy accounts and never set foot in a store or visit them online again.  
    I know people often make these claims of "never again" to be hyperbolic and blow off steam, but this is not just idle talk or grandstanding.  With Amazon Prime giving me release-day delivery and competitive prices, and 3 GameStops and 2 Apple stores within a 10 mile radius, I could very easily get by without ever giving Best Buy my business again, and I am fully prepared to do so if these orders cannot be rectified.
    I would figure that Best Buy would go the extra mile to take care of their most loyal customers.  Heck, with how the customer base has eroded, I would figure they'd bend over backwards for ANY customer.  I can't imagine Best Buy can afford to lose too many more customers like me, but they're about to, unless something gets fixed and fast.
    Ball is in your court, Best Buy.  

    Good afternoon zsciaeount,
    Thank you for being a loyal Elite Plus customer. I am terribly disappointed to read about all the wasted time and frustration you have been through regarding your pre-orders. Updating your credit card information on these orders should not be so difficult, and I am truly very sorry for all the inconvenience and frustration you have encountered. 
    According to our records, I see you are working with our Executive Resolution team. I encourage you to continue to work with them to get this resolved immediately to avoid any more pre-orders from being impacted. Should you still need my assistance please do not hesitate to let me know. I assure you it is my goal to help our loyal customers in any way I can. I will also be documenting your experience for further review.
    Once again, I am truly very sorry for any disappointment this has caused, and I hope we are fortunate to continue to have you as a loyal Best Buy customer. 
    Sincerely, 
    Maria|Social Media Specialist | Best Buy® Corporate
     Private Message

  • 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

  • Best Buy Just Lost a Long Time Customer

    I am sharing this with the community and Best Buy to showcase the epitome of poor customer service as it relates to a "one-size-fits-all" policy, to warn others, and to tell Best Buy that they've lost a good customer.
    On Black Friday, I purchased a new LG 55" LED TV on bestbuy.com.  The TV was to be placed in my gameroom which was being remodeled.  Like a good boy, I also purchased the geeksquad protection program just in case something were to happen in the future.  The television arrived a week later on 12/6.  Being that I was not ready to install the TV, it sat in the same place that the drivers placed it until 2 days ago when I opened it for installation.
    The television screen was completely shattered.  I immediately called best buy Customer Care, and they relayed to me their policy that unless you open the package within 14 days, there is nothing they could do.  I told them that I understood that this policy is designed to prevent fraud, which unfortunately I'm certain they deal with all of the time.  I did explain however, that the plastic and stickers are still all over the TV and that the screen is shattered from the bezel outward, indicating a squeeze or shipping impact from the side.  They did not care.
    I called Geed Squad to see if my protection program covered this, they gave me the same story essentially saying that had I opened it within 14 days I could have returned it, but that the plan I bought didn't cover cracked screens.
    I went to my local store, where employees relayed to me that they are aware of shipping damages occurring all of the time.  They apologized to me and tried to find a way to help me, however given the current policy, they were also unable to help while AT LEAST telling me that they believed that I did not cause the damage myself.  In fact, one employee told me that this same exact thing happened to them, and Best Buy wouldn't help them, an actual employee of the company.  Nice huh?
    LG will not do anything to help me either, stating that it would be on Best Buy to cover the damages somehow.
    Again, I understand the intent with these policies and unfortunately dishonest people game the system and ruin it for honest people.  That said, this is a one-size-fits-all policy that in this case has failed a long time customer.
    I have made many big ticket purchases via Best Buy over the years.  No more.  I will never shop at Best Buy again, and will spread the word to as many other people as possible to never shop at Best Buy if they expect good customer service.
    As of now, I have a $600 paper weight.  Thanks for nothing Best Buy, you just lost a good customer.

    Hello mw7778, 
    I can think of very little more upsetting than having an exciting new purchase be damaged when I opened the box. I apologize for your having to cope with such unfortunate circumstances.
    With regret, what you've been informed heretofore is true. Outside of the return period, which was extended to January 15, 2015 for Holiday purchases, we are unable to offer a return or exchange for your TV. Geek Squad Protection coverage does not extend to the kind of damage that you describe. Geek Squad should be able to provide repairs, but they would be at your expense. I'm sorry that I do not have better news.
    While I understand your reasons, I'm disheartened that this experience may influence your future shopping destination. It is my hope that you will give Best Buy another chance one day.
    I'm grateful that you wrote to us about your experience and for your feedback on our Return & Exchange Promise.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Best Buy You SUCK at customer service

    I wanted to purchase a Sony PS4 Last of Us remastered bundle online and pick it up in a store, however, none were in stock locally. It showed that it was in stock online for shipping. I did not want to ship an item this expensive to my home and have it sitting outside on my porch all day, so I wanted to order it and ship it to my local store. There appeared to be no way to do that online, so I opened a chat session with Best Buy customer service. After explaining what I wanted to do to this person, they proceeded to ask for SKU numbers and zip codes and to just repeat back to me what I had already told them, that it was not in stock locally. I HAD already established that fact. I told her I wanted it shipped to the store and not to my home and she said you cannot do that. <br><br>Later that evening, I decided to check the stores in a different city where I was going over the weekend to see if it was in stock and if so, I would be able pick it up then. I was glad to see that it showed the item as being in stock and I placed an order online and selected a store for pickup. I received an order confirmed email and soon after I received a YOUR ORDER IS READY FOR PICKUP email. I was very happy that things were working out so that I could get the Sony PS4 after all because it was a last minute surprise birthday gift for my child. However, things went horribly bad soon after I read the "your order is ready for pickup" email. I was not available to answer the phone and an employee from the store that I had selected for pickup left a message on our machine stating that the Sony PS4 Last of Us bundle that I had ordered was not available and did I want to get something else instead. My child was the one that played the message back and came running asking if I was buying a PS4. <br><br>Needless to say, I am irate over all of this. I had received an ORDER IS READY FOR PICKUP email, so why did I get that If the order was NOT READY FOR PICKUP?!! Why is one of your store employees calling my house and saying it's not available after I was sent the order is ready for pickup email? I am so angry over that phone call because it ruined the birthday surprise that I had planned for my child. She has been wanting the PS4 since last year and I had purposely made her believe that I wasn't going to get her one. You should realize that people buy things as gifts throughout the year and you should not be calling and leaving messages stating what someone ordered where other family members can hear the message too. Regardless of that, I never should have been getting the phone call in the first place, since I had already received an ORDER IS READY FOR PICKUP email. {removed per forum guidelines} <br><br>You are the most incompetent retail business that I have ever had the displeasure of dealing with. I have ordered from you in the past and the transactions were satisfactory then. The employees at my local store to your credit are knowledgable and friendly, but that is more to do with them, than it is to do with you as an employer. You do not know your own online retail business and you do not offer customers the more secure option of shipping something to their local store instead of to their home. You cannot keep track of the true status of your online transactions. You treat your online customers like they are idiots and do not know how to search for items to see if they are in stock within local stores. Overall, you SUCK at customer service.<br><br>By the way, I'm canceling this order with you. After I got the phone call from your store employee telling me the PS4 was not available, I went online and ordered it from Walmart instead and I'm picking it up at a local store like I wanted. So that's an almost $500 sale that you lost due to your incompetence. <br><br>Best Buy YOU are NOT the best buy and you should STOP using the name! Your name should be IDIOTS R US!

    Hello msb1107 –
    I would like to apologize for the poor experience you had with your order. It’s very regrettable that we caused your daughter’s birthday surprise to be ruined. I’m sure that was not the stores intention when calling to update you of the status of your order, and that they wanted to get a hold of you before coming into the store to find you couldn’t pick up your product.
    I am going to reach out to the store on your behalf to find out what happened to cause this error, and to see what can be done to prevent it in the future, as well as any options we may have to help. Please allow me the weekend to get a response from the store, and when I have any new information I will notify via private message. To view your private messages, sign into the forums and click on the yellow envelope on the top right corner of the page.
    Again I apologize for anger this has caused. Please reach out to me with any questions regarding this issue.
    Sincerely,

  • Best Buy is a mess, or worse.

    Best Buy is a mess, or worse.  I just signed up for Amazon Prime.  Here’s why:
    I purchased a laptop that arrived with a non-functioning touchpad.  I simply wanted to exchange this broken computer for a working model.  Best Buy could not accomplish this, and showed some abysmal customer service in the process.  I thought somebody at Best Buy should know.  Below are the details.
    I ordered an HP Envy Touchsmart Sleekbook with a 1TB HD and 8GB memory (SKU 9268057) on 1 January 2014 through BestBuy.com. The computer's specs were good and the price was great ($399), so I pulled the trigger on the purchase.
    The computer arrived quickly and as promised, but after a 10-15 minutes of use, the touchpad “click” would stick down and the computer would be remain constantly left-clicking.  In other words, the computer was not useable.
    I visited the Best Buy store in Reston, VA (store 297) and showed the problem to the Geek Squad.  They said the computer could be sent for repair (approximately 3 weeks), or I could exchange it for a new one.  Opting for the exchange, I took the computer to the customer service counter.  I was then told that the computer was an online only item and I would have to call 1-888-Best-Buy to exchange it.
    Issue #1 – I bought the computer from Best Buy and wanted to exchange the computer at Best Buy.  As a customer, I simply do not care if your internal inventory systems list an item as online only.  If visiting Best Buy to exchange a Best Buy item, I expect my very basic request to be honored.
    But fair enough, I understand.  I called the number, navigated a horribly designed IVR, then waited on hold for 30 minutes.  Apparently, I was transferred to Tech Support in error.  Tech Support said I'd have to be transferred again and wait on hold again.  I said that waiting another 30 minutes was unacceptable and asked that I be transferred directly to a person who could help.  At this point, the person in Tech Support hung up on me.
    Issue #2 – Despite my being courteous and polite on the phone, the inconvenience of my request caused this person in tech support to commit an indefensible disservice to a paying customer.  I can think of few things in this world that surpass the rudeness, gall, and unprofessionalism of hanging up on a customer. How little training are these people receiving that they would hang up on anybody, much less a customer?
    I called 1-888-Best-Buy again, waiting on hold for 30 minutes a second time. This person was more helpful. A shipping label was promptly emailed to me and I sent back the computer.  A few days later, I noticed that my credit card was refunded for the computer, but this was extremely odd given that I wanted an exchange for the exact same computer.
    Issue #4 – The Best Buy return forms need to be vastly clearer.  A customer needs to be able to indicate that the product is being exchanged, not returned.  I placed a handwritten note on the form, but apparently nobody at the return center bothered to read the note.
    I called 1-888-Best-Buy a third time.  This time, I spoke with a very nice lady who was (frankly and unfortunately) clueless.  She said that since the money was back on my credit card, I could simply buy the computer again.  I explained to her approximately a dozen times that I wanted an exchange and that if I repurchased the computer again, I would not receive the sale price because the computer was no longer on sale (I believe that the price was then $699).  In other words, the failure of Best Buy to correctly process the exchange would cost me an extra $300 if I was to repurchase the computer.  The customer service agent could not resolve the problem and then transferred me to a new person.
    Issue #5 – From my first phone conversation with a customer service agent, I was given an RA number.  Subsequently, I was told by everybody with whom I spoke that they could not look up my order or exchange via the RA number.  Why does Best Buy give an RA number if it is subsequently useless?  This is a giant waste of your customers’ time.
    I explained the situation a second time to the new customer service representative.  He understood the issue and was very helpful in resolving the issue.  After a few minutes of investigating, he came back on the line and said that the computer was no longer available, but that he would complete the exchange with a like product (HP Envy with 1TB HD and 8GB memory).  This resolution was exceptionally fair and met my expectations (the new computer had a price of $999, after all).
    When this new computer arrived, I realized that it was similar but had some substantial and material differences.  The keyboard is not backlit, the screen has very poor resolution (I’ve spent hours trying to resolve this issue to no avail), the touchpad is difficult to use and unresponsive, the monitor does not open beyond 90 degrees (Okay, maybe 95 degrees…but this makes the computer impossible to use on a desk, or more importantly, on a lap.  Seriously, why would HP design a computer like this??  You have to stoop down to see the monitor because it simply does not open wide enough), and the laptop body is horribly designed with all of the weight on the back, leaving the computer constantly unbalanced and the touchscreen 50% useless).  As I discovered, these differences all boiled down to a very small detail:  The original HP I purchased was a Sleekbook, while the new laptop is not.  One small word, one big difference.
    I then went back to the Best Buy store in Reston, VA and explained the situation.  My request was to exchange the HP Envy that I now possessed for the same model that I originally purchased (the HP Envy Sleekbook).  The lady at the customer service desk said that she could not perform the exchange.  Her rationale was that the exchange could not be made if the new computer would cost more than the original computer that I purchased.  I explained that I was now in possession of a $999 computer and was wanting to leave the store with a $699 computer.  This would net Bet Buy $200.  Regardless of that fact, however, my request to her was very basic:  I purchased an HP Envy Sleekbook, the first exchange did not work, and I still expected to receive an HP Envy Sleekbook.  She then went to find her supervisor.
    Issue #6 – Why can Best Buy employees not make a decision?  Can Best Buy please empower somebody?  Waiting around at the counter while employees search for a supervisor is unacceptable in 2014.  If you need an example, visiting an Apple store would be hugely beneficial.
    The supervisor, James {Removed per Forum Guidelines}, then arrived.  I explained the situation a second time.  James verified that the computer I originally purchased was indeed available at a nearby store.  But, he would have to charge me an extra $300 for the exchange.  Thinking that this was preposterous, I asked him to explain.  He said that he could not verify the price that I originally paid on January 1st.  Conveniently, I had a smartphone in my pocket and offered to show him the receipt from my purchase.
    As I did with the first employee, I explained again my very simple request to exchange the HP Envy Sleekbook that I originally purchased for a functional version of the same.  He said that this was impossible because I was shipped an HP Envy Sleekbook as an exchange.  I explained that this like-item exchange was the decision of Best Buy and that I had no control over what I was shipped by Best Buy when they were choosing an equivalent product.  Nonetheless, all of those facts notwithstanding, I was now in possession of a $999 product and wanted to exchange it for a $699 product.  THIS WOULD NET BEST BUY $200!  James {Remvoed per Forum Guidelines} was unwilling to hear any of this, said I would either have to either keep the HP Envy Sleekbook or pay $300 extra to leave the store with the computer that I originally purchased for $399.  These were the options, take it or leave it.
    Here’s the bottom line:  Best Buy won mightily.  Best Buy got its way.  I did not.  I admit it, Best Buy is the victor.  Congratulations.
    I could continue to fight for an exchange, but in Best Buy’s victory, the archaic process and automaton employees have worn me down.  I’ve now given up.  I’ll keep this sub-par, hardly useable computer.  I’ll also hate it.  I’ll also scorn Best Buy when I log on every morning and every evening.
    I’m not without options, though.  As a matter of fact, I’ve now joined Amazon Prime.  The Amazon service is amazing and I encourage every Best Buy customer to do the same.  You order heavily discounted products, you have the help of many customer reviews, and the products arrive at your door the next day.  I’ve already spoken to Amazon’s customer service team, and the experience was first class.  Since my Best Buy experience, I’ve already ordered an iPad and Nikon D3200 for my wife’s Valentine’s Day present.
    Best Buy could have had these sales.  James {Removed per Forum Guidelines} and the Reston store won the battle, though.  The price of losing the battle is that I have to keep a $999 laptop.  The price of the victory for Best Buy, though, is that a lifetime of sales will now be channeled through Amazon Prime.
    I expect Best Buy to do nothing after receiving this note.  But, my ideal resolution:  Please have the manager of your Reston store, along with James {Removed per Forum Guidelines}, write me a letter of apology.  It would be wonderful, and go a long way towards resolving the situation, if both the manager and James {Removed per Forum Guidelines} would acknowledge that when given the opportunity to do the right thing, they instead chose to hide behind inflexible and inappropriate company policy.  When given the opportunity to surprise and delight a customer, they instead chose to not lift a finger to make things right.  When given the opportunity to win a loyal customer, they instead chose the easy path that resulted in alienating a customer.
    All customers have a choice.  My choice is now Amazon Prime.

    Hello cathacker,
    Buying a new computer should be fun and exciting and not fraught with problems after the fact. I deeply regret the numerous obstacles to receiving a successful exchange for your defective machine and for any resulting inconvenience.
    The problems that you encountered are not helpful or endearing in the remotest measure. Having to cope with an unprofessional telephone representative is not the least of the unfortunate circumstances you describe, and for that above all I offer you my own personal apology. There is never a circumstance where behavior of that kind is appropriate and you shouldn't have had to cope with it.
    I was gratified to read that your subsequent call to arrange an exchange through BestBuy.com was successful and netted a comparable computer for the same financial outlay. I was disheartened to hear that, while the offer met your expectations, the hardware did not.  I know that your objective was to exchange the substituted device when you revisited the Reston store, but were you offered a refund during your conversation?
    In any case, it's clear that the Reston store and BestBuy.com created a disappointing situation for you with this purchase. Certainly, this was not our goal. While I understand your decision to pursue a relationship with one of our competitors, it remains my hope that you will one day give Best Buy another chance to win you over.
    Please know that i'm grateful for your eloquent remarks and for taking the time to compose and present them, both here and on our Facebook page.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Is this really the response that you want your customer support to give.

    Sorry for the lenght of the original email but I had quite a few issues that have happen. I just wanted a second source saying that this canned response is the actual response that Best Buy wants to stand behind before I either go up the ladder to make sure that the upper management are wanting to let go of business for what I consider not that hard of a fix on Best Buy's side. So far no one that I've talked to or chatted with or have received an email from seems to have actually listened/read what the problems I've had are. The best I've received so far appears to be a quick glance and canned response. I feel this response was in poor taste considering the issue that I described about the website itself and the issue I was trying to deal with in looking at product on the website.
    There wasn't even a mention that John, the employee that actually tried to help would get any kind of attention for doing his job in an environment of no one else wanting to do theirs. The way all of this is coming off to me is that this is how Best Buy actually wants to do business. Is this the case?
    Emails as follows ......
    Hi xxxxx,
    Thank you for visiting your local Best Buy store. We appreciate the opportunity to provide products and services that meet your needs.
    On that note, I apologize that the service you received was not on par with your expectations.  This is not the kind of experience that we strive to deliver to all our customers. Based on your feedback, there are definitely some improvements that we can make. We appreciate you taking the time to share your thoughts with us.
    I have documented your concerns and they will be shared with our local team to ensure that our policies are being carried out with all professionalism and courtesy. For further shopping convenience, you can always purchase many items online and take advantage of great shipping offers.
    We appreciate your business and for any other concerns, you may visit our Help Center at www.bestbuy.com.
    Sincerely,
    Agnes
    Best Buy Customer Care Team
    Reference ID: {removed per forum guidelines}
    Original Message Follows: ------------------------
    On April 24, 2015 between the hours of 6:00 - 7:30 PM my wife and I went into your store located at 6455 N Decatur Blvd 
    Las Vegas, NV 89131 store number 1421. This was the absolute worst customer experience I have received in quite a long time. I am an elite plus member and spend thousands of dollars at best buy every year.  
    Upon entering this store we noticed that the displays looked even smaller than they have over recent months. We went in looking for two simple items. One was a HDTV antenna and the other a 3d blu ray movie that was a new release. I asked one associate if they had the items in the store and he looked up the movie for me and said that they had four copies of it and pointed me in the direction of where it should reside. He also told me to ask about the antenna at the appropriate department.  
    Upon, going to the area where the movies are kept we became confused, and disappointed as the rhyme and reason behind the sorting of new releases of blu ray, 3d, dvd, tv, etc all seem to make no sense. The store used to have all new releases in one big area where you would find it if it was released fairly new on whatever format it was sold in the new release section. Not any longer. Now the areas are small and the top tabs have things like favorite 3d releases/TV shows right now/Dvd's on sale all next to each other that make no sense. Why are the sections so small and why are they so convoluted? I couldn't find what I was looking for and since it was a new release and could find the blu ray version and the dvd version I was surely just missing it. Apparently I wasn't the only one. 
    We went looking for someone to assist us. There was no one to be found in that department. So we wandered around the store for a while looking for help and looking at product. We made it from the far back corner of the store all the way to the registers in the front of the store without coming across a single person who worked as an associate. We came across the direct TV rep, and a solar panel rep who were more than willing to sell everyone that walked by their products, which doesn't look well since they are doing their job but making it more obvious that the actual store is lacking in the customer service department.  
    After we made it all the way back to the front of the store I asked the same associate who couldn't quite help me all the way to speak to the store manager. We didn't get to the store manager because he was off, which is fine. We did however get to talk to an assistant who's name is John. He tried everything he could to help. He was on top of his game and had excellent customer service skills. It wasn't enough however as his computer said they had the 3d blu ray I was looking for in stock, four of them, and after leaving us in the area where we could talk to the associate who specialized in the area about HD antennas he looked for about twenty minutes and couldn't find the product either. During this twenty minutes the associate that was supposed to help us was wondering around the store I guess helping another customer, at least I'm hoping as she didn't state that was what she was doing but just kept saying that she would be with us in a minute. During this time my wife and I had talked to two more customers who were in the same boat as us. A lovely woman who was prepared to buy a TV and Blu Ray player on the spot and just couldn't decide which model of player would work for her. She was waiting even longer than my wife and I.  
    Upon John's return I had to ask him what was going on in the store, and he couldn't give an answer. I understand that employees cannot talk about the store policies and the politics and staffing and such but I wanted to make sure that he knew that my experience was that there wasn't that many customers in the store and that there didn't in my opinion seem to be a huge lack of employees at that moment. John tried to make up my experience by offering me the product I was looking for in a different format and that they would order it in the format that I was looking for and letting me exchange it at no cost because of the hassle I went through. This is exactly what I would have expected and he did a great job. Absolutely everything and everyone else in that store fell short of every expectation.  I did not take him up on his offer but thanked him for doing a great job. 
    Upon coming home and trying to send this email through the website. On a few different occasions I was met with an error that my message did not get through. That was the extent of the message and there was no support given on what to do next nor was there any information on where to send an email. It did give the toll free best buy number but not what numbers to choose to get to the correct department. 
    Then on Friday May 8th, I was looking to purchase a monitor larger than 70" and proceeded to look on bestbuy.com for said monitors. When looking to see what my closest store had in stock I decided it would be easier to call the store to find out what they did have in store rather than clicking each individual monitor and checking if it was available in my chosen store. The first store I called was 1044 and I was helped in a timely manner. They said they carried only one monitor that was 70" or above in store. Then I called store 358 twice. The first time I called the phone rang for about a minute and then I was placed on store hold without a greeting or a can you please hold. I just heard the sound of someone picking up the phone and then store music. I was then on hold for over ten minutes before I decided to call back. When I called back this time the phone just rang until it went busy. I then decided to call store 542 where I was greeted within thirty seconds. I asked them what they had in stock and was transferred. The person I was transferred to did not give me their name I asked them what they had over 70" and they weren't sure there was just silence for a lot longer than there should have been so I asked if there was an easier way to find out what was available on the best buy website in store. She explained that I could click the product and see if it was available at the certain store and I explained that I wanted to be able to look at several products at once like all the monitors that were over 70" and see if they were available in my closest stores. She kept explaining it to me in the way I was already doing it and I kept trying to explain that I already did that and was looking to try to do more than one product at a time. She then told me that she didn't have time for this and that I should just go to amazon or something.  
    So based off of my last in store experience. The lack of any help I can find on your website for situations like this and because of the utter disrespect shown to me over the phone I not only purchased my monitor through amazon.com based on her suggestions but I will not be doing any business with best buy either in store or online again. Not only have you lost the thousands that I spend there on a yearly basis but you are also now out the thousands of dollars that I spend there on a yearly basis for my company.  
    Except for John in store and the phone experience with 1044 I am beside myself in the complete downhill slope that best buy has taken.  

    Hello marikcraven,
    Welcome to the forum and thank you for taking the time to share your feedback with us, not only surrounding your store and online experience, but your feedback regarding the response you received. It certainly seems that we’ve let you down on multiple levels.
    It is discouraging to hear that you, your wife, and John were unable to locate the 3D Blu-ray movie you desired, although our system indicated we had a few available. While I’m delighted to hear you were satisfied with John’s effort, it is disheartening to hear the rest of the staff left you so underwhelmed, and ultimately it doesn’t sound like you left with your antenna either. I am truly sorry for any frustration or dismay this visit may have caused. I’m glad that you ensured you brought up your concerns surrounding the lack of assistance with John.
    In regards to your experience with BestBuy.com, it is strange that you encountered trouble when sending your message. Although, it seems that you were finally able to send the message, I am sorry for any frustration it may have caused you. I’m sure your frustration only heightened once you spent the time dealing with the error only to receive a response you found unsatisfactory.
    As far as searching for inventory on BestBuy.com, sadly there isn’t a method to look at inventory for an individual store unless you are checking out the store’s clearance or open-box items. This would mean you would have to go through each item and check out it’s availability in your area. Typically this is a much more satisfying experience if you are able to narrow your search down to a few that you are truly interested in. With that said, I understand that this may not always be the best method. I apologize if you found this to be more of a hassle than you anticipated when you began your search for a 70” monitor, and if you had trouble contacting the individual stores regarding your inventory inquiries.  
    In the end, it’s clear we failed to delight you in store, online, and with our ability to address your concerns, and this resulted in you making a purchase elsewhere. I am terribly sorry that this has been your experience, as it is not indicative of the experience we strive to provide our customers. I truly hope that in the future you will feel confident enough to give us a chance to provide you with a better experience than the one you’ve described.
    If you should have any questions, please let us know!
    Respectfully,
    Tasha|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Best Buy moved delivery date by 20 days only 18 hours before originally scheduled delivery

    I purchased a Samsung gas range/convection oven on December 3, 2014.  Delivery was scheduled for December 30, 2014.  On December 29th, at 12:05 p.m. CST, a mere 18 hours before scheduled delivery, Best Buy emailed me to alert me that the delivery had been unilaterally rescheduled until January 19th.
    Unfortunately, do to the late nature of the notice of rescheduling, I had already sold/gotten rid of my old oven.  In response to this issue, I contacted Best Buy customer service and, after speaking with 6 different people of the course of 2.5 hours, was provided the following options: 1) Cancel your order; 2) Wait until the order is filled; or 3) Contact your local stores to check for availability.
    When asked if Best Buy would consider providing a partial discount on the oven purchase to cover the potential costs associated with renting an interim stove, the customer service representative told me that she was unable to help me in that regard and to ask my local store.
    Has anyone had experience getting a similar situation effectively resolved?  Has anyone ever spoken to a customer service representative with Best Buy that was actually able to resolve an issue?

    Dear rtjamison,
    When receiving a scheduled delivery date like this, I can understand your foresight around creating the space for your new oven by getting rid of the old one beforehand, and I respect that. It pains me to hear that this responsible act will now affect you negatively due to the untimely rescheduling of your order. I am very sorry for any inconvenience this has already caused you.
    On occasion, orders can be rescheduled because of sudden inventory constraints. Other times, scheduling issues can occur if a store is the one fulfilling the delivery and are absent an available delivery driver due to sickness; although, you would typically be provided with an explanation around this. Without being able to look up your order, I am not sure what the reason was in your case specifically. The options you were provided by the phone agent are all viable choices; however, I would like to work with my support team to see if there are any other options available to us at this time.
    As I was unable to pull up your purchase history using your email address you provided here on the forums, I will be reaching out to you via private message to obtain your purchase information so I may investigate further. To check your private messages, click on the envelope in the upper right-hand corner while you are logged into the forums.
    Sincerely,
    JD|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Customer Support problems, points stolen

    First off, let me say I have always been a loyal Best Buy customer, but over the past few weeks, I am not sure what happened but I have lost almost all faith in this stores ability.
     Last week, I went into my local store, to get a price adjustment on a Smart TV I had purchased.  The TV was bought roughly 30 days prior, it was outside of the price match window, but within the Elite Plus return window, so the store said they would match the current advertised price.  They told me the only way I could do this was if they returned the item, then resold it to me.  They placed the return on a gift card and re-purchased it for me, and I was left the $400 balance on a gift card.
    When I purchased the TV, I used my BB MC and used standard finiancing, with all the bonuses etc I earned nearly 12000 reward pointd for this purchase.  These were all taken away because of the way the store handled the return.  
    The old points taken away, and since in the system it showed me using a gift card to make the re-purchase I got minimal points.  I called customer support and after 40 minutes of trying to explain to this nice woman how the program works and what the problem was, she said she had to refer me to the "back office". This is slang, I have come to find out, for the real best buy employees.  Not sure if these folks work from home, or in a separate call facility not associated with actual Best Buy.  She assured me I would have resolution in 7-10 days.  Today, I received a phone call from a woman I could not even understand because of her foreign accent.  She started to explain to me how I have 2000 points pending and will get them in 15 days or so and if that was all that I needed.  I did not have the patience to try and translate my situation to her so I asked to speak with a supervisor, I was trnasfered to a phone line that rang non stop for 15 minutes until I ended the call.
    This is all somewhat irrelevent since yesterday, I somehow issued myself $1065 worth of reward certificates and immediately used them for something.  No idea what, I guess they are investigating this as well.  Funny thing is, the certificates that were issued were for more points than I actually had by a few thousand. 2 hours before the theft, I had 46000 points, yet I issued over 50,000 worth It said my balance was 16000 and had $240 in rewards left, after calling customer support, I changed my passwords, today I log in and I have 114 points.
    After reading this forum and a few others online, I have found out that this is not a new problem but actually a security issue they have been dealing with.  Last week I had 56,000 reward points that I have been diligently saving, today I have 114.  I cant even get someone who has a clue to talk to me on the phone, and the store just tells me I need to call the 800 number.  According to mybestbuy profile I have spent $18,153 to date this year at Best Buy and with my BB MC, and I get little to no help.
    Michael {removed per forum guidelines}

    Good afternoon Michael,
    Thank you for taking the time to reach out to us on the forum.  I can certainly understand having concerns if it appears that all of the points you have banked are now gone.  It does appear the price match could have been handled a little bit differently.  Once outside of the 15 day time frame allowed for price matches, a return and repurchase might be performed in-order to process a price match; however, instead of issuing the funds in the form of store credit, a full refund to the credit card and new purchase with the same credit card may have been a better way to go.
    While looking over your My Best Buy™ account, I believe that I can explain what may have happened with your points.  I am going to send you a private message so that I can go over your account with you in greater detail and see what I can do to hopefully resolve any of the issues you have encountered.  To check your private messages, please make sure you are logged into the forum and click on the yellow envelope icon located at the top of the screen.
    I look forward to speaking with you.
    Derek|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Best buy lost my mail order package

    Oct. 30 I place an order of 3x canon flashes.  UPS showes it was deliverd on Nov 3.  I never recieved the package when I got home from work that day.  Call Best Buy on Nov. 4 at 9am to see wheres my package.  Best Buy rep. then told me that it'll take 5 to 8 days for investigation and someone will be contacting me within 72 hours.  72 hours has past and I contacted Best Buy again.  They told me the case was being transfer to the lost and late department and had no other info.  I then waited another couple days and still no call.  I again had to contact Best Buy for the 3rd time.  This time they told me sorry for not getting in touch with me but they have now started the investigation..It took them a week to start this investigation.  I was told this will take another 5 to 8 business days for an answer.  Nov. 12 still no call from Best Buy. So I again had to contact them.  Was told it's still under investigation and I will get a answer in a week.  Nov. 20 still no call. contacted Best Buy again and was on hold for 30 mins to get and answer that she will call me back in 30mins because of system being down.  I'm writing this while I'm wating for them to call me back.  Hopefully I'll get a straight answer this time as to wheres my package and how Best Buy is going to resolve this.  
    I'm just loosing my patients with Best Buy Customer Service.
    Will keep this thread updated!!!
    I don't know why am I getting the run around like a fool, buts that's whats happening.  
    Case was push back a week for no reason.  
    No phone calls
    No Emails
    No merchandise
    No nothing.
    Worst customer service I had ever dealt with.  Sad this is coming from a big box store..

    Hello steven838,
    I was very disappointed to read of your numerous unfulfilling encounters in trying to resolve the delivery failure you experienced. Seventeen days would be a strain on anyone's patience and I apologize for your having to cope with this. We strive to provide superior service and I very much regret that we didn't live up to that aspiration for you.
    I'm was gratified to read that your order is being reshipped, but disheartened that this experience may influence your future online shopping destination. It is my hope that you will one day give BestBuy.com another chance to win you over.
    Please know that I'm very grateful that you took the time to write to us.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Best Buy Associates lied about protection plan through Geek Squad

    I finally have the time and energy to re-address the ongoing issue that I am having with Best Buy and their geek squad. Before the Thanksgiving holiday of 2013, my sister came to visit me from Virginia. She is currently in the military and came home for a final visit before a 9 month deployment. She was in a need of a new phone, so being the loyal Best Buy customer that I am, I took her to Best Buy and signed up for a new 2-year agreement so that she could update her phone. The rep was nice enough to explain that there was a Geek Squad protection plan that I could purchase through Best Buy that would cover the phone if ANYTHING were to happen to the phone. I was told that I could just bring the phone in and they would either fix it or replace it. Previously I would always get my insurance from my cellular service provider, but this Geek Squad protection seemed like a great deal. I was satisfied with my purchase and the Geek Squad protection, and returned later on in the week to purchase a new phone for my Mother as an early Christmas gift, and I was sold the EXACT same Geek Squad protection.
    Every month over the next several months, there was $20 dollars deducted from my account, $10 for my sister’s phone and $10 for my mother’s phone. My sister had since been deployed overseas and had an accident with her phone where it is completely un-responsive. Feeling fully confident that we had insured the purchase and that Best Buy would uphold their end of the bargain, I had her mail her phone back to the United States.
    I took the phone to Best Buy and explained that the phone is not powering on and that I was covered under the Geek Squad warranty. To my complete surprise, I was informed that I was misinformed. The Geek Squad agent told me that the Cell phone group was misinforming customers and that in fact the protection information that was relayed to me, not once, but twice was the incorrect information. This is a big issue because I was given this false information twice and I have been clearly misled.
    I was given a number to the Geek Squad line. I called and explained the situation and the woman basically said that there is nothing that she can do, so I inquired about a refund of the money that I paid for the protection plans. The rep stated that she would put a case in. When the case was settled, I received $20 dollars for the current month. I paid for the insurance for more than one month, I paid for 5 months. After the $20 dollar refund, I decided that instead of continuing on with the back and forth, I would just keep the insurance that I had been misled about. So I called back. Low and behold, just a few days after the initial call, I was informed that they could no longer assist me because I had dropped the insurance. I was given a corporate number who told me they couldn’t assist me and that they didn’t know why I was given their number. I went around the entire loop again and was referred to the store manager, who left a VM that I would need to contact the geek squad 1-800 number.
    Just as this is a long letter, imagine the time and energy it took to go through this entire process. Lying and misleading loyal and faithful customers is bad enough, but to know that when my sister who is serving our country overseas, and who has been doing so for the past 7 months will come home to a phone that doesn’t work is very upsetting. I was tempted to let this situation go but being a loyal customer to Best Buy should mean something to the store and to the management. If I am a future best buy customer will be dependent on how Best Buy handles this situation. Customers shouldn’t be lied to and mislead.

    Hello CM2014,
    Staying in touch with family members is difficult without a phone, even more so when a loved one is overseas. It was very nice of you to make sure your sister had one while on deployment, so I can imagine your frustration if we denied her request for service when you brought in her mailed phone for repair. I’m not sure of the exact reason as to why this might’ve happened; however, there are a few reasons why a Rapid Exchange repair underneath her Geek Squad Protection (GSP) plan wasn’t an option.
    With Rapid Exchange, a damaged or non-working phone should be sent out for service. To save our customers valuable time, a service order is simultaneously created from our service provider to ship out an already repaired phone. These phones go through a rigorous refurbishment process to make sure that a customer receives a phone meeting its manufacturer’s standards.  If a smartphone is damaged though, we do request that a $149.99 deductible be paid to receive a repaired phone. This fee will also be applied should service be needed after the manufacturer’s warranty has expired. You are limited to three claim submissions after which the plan would be considered fulfilled.
    Our GSP plan should cover any hardware issues with the phone along with liquid spills or damage such as a cracked screen. Please know that it wouldn’t cover products that have been submerged, dropped from extreme heights, or have been run over by or fallen from moving vehicles.  Having said this, our associates should be fully explaining why a phone was rejected for service, and I’m sorry if this wasn’t the case. If you don’t me asking, what was wrong with your sister’s phone?
    To see how I may help with this, I pulled up your account using the email address attached to your forum profile. I did notice though that the GSP plan is underneath a name other than your own, and due to our Privacy Policy, I’d be unable to discuss the situation at hand. Please have the owner of the phone and plan create a forum profile and private message me with their contact information so that I may see what options we may have available from here. To send me a message, please have them sign into their profile, and click on the button in my signature below.
    Thank you for posting,
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Two IPAD 2s with same IMEI # - horrible customer support to resolve issue

    A week ago my boyfriend discovered that Verizon had disconnected service to the iPAD 2 I gave him from his account 7 months ago but continued to charge him $11.21 per month for the phone line on a non-existent device.  To date I have spoken with more Verizon employees I can count on two hands, been passed back and forth between customer care and the fraud prevention department repeatedly, had to recount this entire story each and every time as well as provide passwords, last 4 digits SS, IPAD IMEI number, phone numbers for the account, named and address for the account, original purchase receipt for the iPAD, and yet, a week later nothing has been resolved, service has not been restored, calls have not been returned as promised, and charges for a so-called "test phone" (that non-existent device) continue to accrue.  I have no promised resolution date and there doesn't seem to be any urgency on Verizon's part to either apologize or fix the problem for us.
    A year ago my boyfriend purchased a Verizon iPhone and added the IPAD 2 to is data share plan as a second device for $10/month.  Apparently last July another Verizon customer walked into a store with an iPAD claiming they were having connectivity issues.  Supposedly it was determined that the IMEI number on that individual's device matched the IMEI number for the iPAD 2 on my boyfriend's account.  Without bothering to research the issue or contact my boyfriend, Verizon simply removed my boyfriend's iPAD 2 service, converted his data share plan second device to something simply identified in his account as a "Test Phone", and assigned his IMEI number to this other customer's account.  My boyfriend isn't the most tech savvy person, so when his iPAD 2 quit accessing the internet he assumed it was something wrong with the iPAD, or a function of where he was at - he spends 5 months of the year in Alaska and coverage is often spotty at best.  So he just tossed it aside opting to browse with his iPhone instead.  Then last week he just happened to be reviewing his latest Verizon bill and where he expected to see the $10/month charge for the iPAD he saw an $11.21 charge to a phone number he didn't recognize.  So he elected to go into a Verizon store to learn what that was about. 
    There at the Verizon Store the customer service rep informed him that he was "in possession of a stolen iPAD" .  This brain trust of an employee went on to explain to my 65 year old boyfriend that since two devices could not possibly have the same IMEI number, and since the IMEI number on his device (which he took with him to the store) matched the IMEI number of the iPAD on another customer's account, the only logical conclusion was that he had somehow acquired this "stolen iPAD" illegally.  At that point I was contacted to talk to this Verizon employee since I was the original purchaser of that iPAD.  No matter that the customer that now had the iPAD IMEI number on their account acquired that IMEI number after my boyfriend originally registered his iPAD with Verizon.  All of a sudden we are the bad guys that stole an iPAD.  We were informed that we would have to produce an original receipt before they could discuss this with us further.  In other words, guilty of steeling an iPAD until we can prove innocense. I guess the idea that we would register an iPAD, then sell it to another Verizon customer a couple months later, but continue to pay to have the device on our account, then steal the device back from this other customer, and then bring this stolen device into a Verizon store in an attempt to fraudulently register it back onto our account, just seemed like a more likely scenario to this employee.  More likely than the one where another Verizon employee maybe fat-fingured the other guy's IMEI number into their system resulting in the system identifying a duplicate IMEI to the one we had already registered, thereby causing this other, highly trained and intelligent, Verizon rep to simply remove the IMEI number from our account and assign it to this other, obviously more honest appearing individual, without bothering to inform my other half his iPAD was no longer going to be registered, and that he would continue to be billed monthly for the service he no longer had.  Yeah, right.
    I could only think of one other possible scenario, that two iPADs could have the same identical IMEI number.  After spending hours on hold,recounting this story to  numerous Verizon customer service and fraud reps to no avail, and becoming exceedingly frustrated with the fact that you can never get a direct line to a specific rep you've already worked with and can never speak to the same rep more than once, I decided to contact Apple about the likelihood of this possibility.  In spite of having an iPAD that was no longer on any sort of technical service warranty, Apple tech rep answered the phone with less than a 2 minute wait.  Listened intently to my story, and expressed complete and utter shock at how I had been treated by Verizon thus far.  He stated emphatically that two devices will not have the same, unique IMEI number.  Further, he was able to verify that the iPAD I purchased and registered with Apple matched the IMEI number we registered with Verizon in February 2013 and the same IMEI number of the device my boyfriend presented in the store a week ago and that according to their records, the device has always been registered to me and only me.  He then called Verizon on my behalf and spoke to the Verizon Customer Care rep - of course, another different one, and vouched for me as the original and only known owner to Apple of that iPAD.  He then connected me with that Verizon rep.  Ten minutes later with the Apple tech rep off the call, the Verizon CC rep actually told me the Apple tech did not vouch for me during his conversation with her.  She did admit he called her, but did not seem to understand why he called her.  Wow.
    So, next I proceeded to secure a duplicate sales receipt from Best Buy for the purchase I made the day the iPAD 2 first hit the shelf on March 2, 2011.  No problems with Best Buy customer service.  Back home with an electronic copy of the receipt I called Verizon for what seemed now like the 100th time in 3 days and waited on hold the obligatory 20 minutes, made my way through the automated answering system obstacle course, provided all the various security pass codes, account numbers and answered all the requisite questions which, by now, I am convinced are designed to get the less determined customer to simply give up in exasperation.  Only to be told by this new customer care rep that I could not send this receipt electronically to them because "that would be illegal". OMG
    I was told I would need to wait until so and so from the fraud department returned his promised call to me - by then two days overdue.  Sorry.  So, I waited another day and called the fraud department.  Got a new person after all the **.  Only to have this person give me an e-mail address to send the receipt and then they needed to go as they were so busy and I could call back later.  Called back again to see if now that they had the receipt they could tell me what the status was for closing out the investigation and re-activating our iPAD.  Got another new person.  Of course they can never connect you with anyone you've worked with before.  Either they've never heard of all those other people you've talked to or that other person is simply not there.  This time it was the latter and I would have to continue to wait two more days when that other person handling the case was supposed to return.  Supposedly this other person entered into their notes that they tried to call me.  Funny, they had the right contact information for me and I had my cell phone with me the entire time as I was expecting that call.  Yet, it never rang, there were no logged missed calls, and no messages on it.  So, at this point I am totally out of my mind and I'm sure there are lots of notes in the case file about the irate and unreasonable woman customer that keeps calling about this issue.  I ask to speak to a supervisor.  I'm told I can't because the her supervisor has already left for the day due to all the long hours they've all been working.  I asked to speak to another supervisor.   I was told, you can't speak to another supervisor, "you can only speak to my supervisor as I'm not allowed to connect you with anyone but my supervisor.  I'm sorry, you'll have to wait.". 
    So, here it is, now 2 days since that last incredible conversation.  Still no one from Verizon has bothered to contact me.  I can fully understand that people make mistakes.  I can understand that something like this might take time to investigate.  I get it.  But, what I can't accept is this attitude that the customer is wrong and Verizon never makes mistakes.  I can't accept being accused of stealing as the only plausible answer for what has happened. I can't accept that Verizon's Customer Care reps and Fraud Prevention reps make promises to call you back on a specific day and then they never do.  I can't understand why they wouldn't at least touch base to let you know they haven't forgotten you.  I can't understand why you have to explain the situation over and over again to a different individual every single time you call them.  Each and every rep seems to have gone through a very thorough training program where the very first words out of their mouths is "I'm sorry you are having this problem. But, rest assured I am here to fix this for you."  After having heard that at least a couple dozen times now, I know how shallow and meaningless those words really are coming from Verizon.
    Verizon, shame on you.  You've treated us like dirt.  You've fraudulently charged us $80 to date and continue to charge us for a non-existent phone on a non-existent service. You don't return calls as promised and I have had to resort to this discussion in hopes of getting resolution.  Anyone else feel like they've been treated this badly?  I've been a loyal customer for many years.

    MatthewS_VZW,
    As indicated in the original post, I did contact fraud.  Today I contacted them again to get a status.  I was informed they closed the case as "not fraud" on the 22nd, but could explain why I was not contacted back regarding this latest status.  However, the rep then proceeded to tell me they thought I should send a new photocopy of the receipt because the one I sent in was cutoff.  In looking at what I submitted, it was indeed, slightly cutoff at the very bottom.  But what was cutoff was entirely irrelevant as the total cost, applied gift cards and final charge to my credit card were all clearly visible in the middle of the receipt.  The only thing cutoff was the last line of details on the 4th gift card applied to the payment and the line was only cut in half and still decipherable.  Just another stall tactic.  Finally the rep agreed that sending a new receipt wasn't really necessary since the case was already closed.  She said all we needed to do now was go into a Verizon store with the iPad and they could reactivate it.  However, being now very doubtful of anything Verizon has to say, I called Customer Care and that rep said that while the fraud case was indeed closed, nothing has yet been resolved because the other party still has an active device with the same IMEI number.  They could not activate our iPad until the mystery of the duplicate number is resolved.
    The customer care rep offered to call the other party and see if they would be willing to bring in their device and sales receipt as well.  So, he promised to call me back after he tried the other party. Well, Raul at Verizon wins the prize for best customer care so far since he really did call me back!  But, apparently the other party told him to pound sand and hung up on him.  Raul was uncomfortable with simply deactivating the other customer's device - wish the Verizon rep that deactivated our device last July had been as ethical as Raul.  So, we are still in limbo with a device we can't get activated.  Raul did at least agree we should be reimbursed for the last 7 months of charges for a non-existent device and supposedly has submitted a request on our behalf to credit us with $80.  He also promised to call back tomorrow with an updated status.  But, at this point it appears there is no clear path to resolve yet.  I don't know what we're going to do or who to elevate this to next.  If they can't compel the other party to prove ownership, or if the other party can prove ownership and indeed there are two devices with the same IMEI number, it seems the only solution will be for Verizon to issue a new device to one of the parties so we both can use iPads.

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