Best Buy is my Nightmare

I am going to preface this post by stating that I am an elite plus member. If I could take everything I ever purchased at best buy and trade it for a bucket of peanuts, I would. If that meant they would not get any of my money.
A month ago, I purchased a Samsung Steam Washer and Dryer. We had it scheduled to be installed and delivered on me and my girlfriend's off day. Awesome!!! We actually even moved in our move in date up, so we could have the washer and dryer delivered and installed. Yay!
Oh no, wait....some dumb best buy employee decided to cancel the order, and nobody ever even called us. There we are twiddling our thumbs waiting for a call to tell us that they are delivering our W&D I paid almost $1000 for! Nothing, crickets, silence. We called your wonderful customer service team in India to find out that, as I stated previously, our order was cancelled for no reason and we would have to take time off of work in order to be there for the rescheduled delivery on Friday. You put a bandaid on our severed limb by giving us a gift card. Awesome, no seriously, awesome, who would ever think, a gift card that is supposed to make something right would lead to more headache and turmoil.
Took said giftcard to best buy to buy my girlfriend a phone case, and myself one too! However the selection was so limited, I decided to not get one of the beautiful pink cases you offered. Girlfriend happy though, minor victory.
A few days later I discovered that roku now carried showtime. Hooray I thought, I can now use the remainder of my gift card and the paypal balance that has been sitting there for a while to get this majestic streaming device. In stock at my local store? Say no more, I was on my way. I get to the store, ask the nice security camera man standing at the frony where the roku players are. He kindly replies "in the back". After a brief hunt through the back of the store I finally find it. Go to one of your local terminals, add to my cart for store pickup, enter gift card number and code....click on checkout with paypal, and voila! ERROR ERROR ERROR!! Uable to go to the paypal page.
This has to be some mistake. I go to the front to speak with a manager to see if there is something he can do. I explain the situation and he tells me. "yeah lots of retailers use paypal now" Well no shat sherlock, I try to explain again and he just tells me to try a different computer.
A bit dramatic of a post, absolutely, I am just so livid and fed up with your company that I just refuse to do business there anymore. I cannot wait for the day that all shopping is done online so amazon can finally put your butt out of business.

Dear rmpagejr3,
Thank you so much for being an Elite Plus member and I’m sorry the poor experiences you have had recently have left you questioning your future business with us! I can understand why you would be upset after having an ideal situation for the initial delivery of your new Samsung washer/dryer set.
I am glad to hear that you were given a gift card for the confusion with your order cancellation. We try to offer as many choices for customers as possible, between our store and online assortment through BestBuy.com. We even carry stuff on BestBuy.com that is provided by our Marketplace vendors to expand your options when shopping on our site. It is definitely true, however, that there are many more cases for some phones than others.
I apologize that you weren’t offered further assistance when you were trying to order your Roku in store. Did you ever end up successfully placing an order for it? If not, I would be more than happy to help you get that so you can enjoy your Showtime shows! Also, I’ve never tried using PayPal in our stores, but I will inquire on whether or not this was an isolated issue for you.
I’m currently looking into why your order was cancelled and I will be following up with the store to ensure that we are properly communicating any changes being made in these situations! Were you able to get the order rescheduled and delivered without any further issues? Please let me know if anything is still unresolved as I am here to help!
Warmly,
JD|Social Media Specialist | Best Buy® Corporate
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Best buy price match nightmare

I placed an order online for in store pick up. A few days later the item went on sale on best buy.com. I am still within the return policy/ price adjustment time frame. The item was for the special edition ps4 white "bundle". It is the special edition that Sony released and was available at all retailers. It called and asked for a price adjustment since it was exactly the same item that I placed. Same SKU and not one of those longer SKU that best buy has for their bundles(ex. When you buy a camera with an additional lenses it has a super long SKU number). I called best buy for the price adjustment and the customer service rep checked it on the best buy website and found the sale price of 349.99. She said it would take 24 hours to process. I waited a week and saw no credit back to my best buy card. Today I decided to call and a supervisor told me it was rejected because it was a bundle. She states that the price guarantee prohibits the adjustment of bundles. I tried to explain that this item isn't necessary a bundle as it already comes with the game inside the system. These are how all game systems are lately. Wii u comes with Mario world and Nintendo land together, Xbox one has assassin creed and ps4 had the destiny. I have a case number which I can give if it helps but I would like someone to look into this issue please. I have a best buy card, elite plus status but after this I may be considering taking my business elsewhere.

Hello angryconsumer17,
Welcome to the forum, and thank you for being a loyal Best Buy Elite Plus member. Our Price Match Guarantee is a great way to ensure you'll always be protected in case the price of your product goes down a few days later. I'm very sorry if you were first told that your PS4 White bundle would qualify for the price match, and had to call to inquire the status only to find out it was denied. I can understand that would be upsetting, and I would be happy to look into this.
Using the e-mail you registered on the forum, I was unable to locate your information or the order. I would appreciate it very much if you could send me a private message with your name, phone number we have on file for you, the case number you were given, order number, and e-mail address. To send me a private message simply click to the right of my signature below. I also assure you I will be documenting your experience for internal review. As you were informed, per the terms and conditions of our Price Match Guarantee, there are some conditions that must be met in order to qualify, but this should have been communicated to you from the first time you called to request the price match.
Again, I truly apologize for any poor service you have received, and I look forward to hearing from you.
Sincerely,
Maria|Social Media Specialist | Best Buy® Corporate
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How do I file a complaint to Best Buy?

I have had a long, drawn out (unpleasant) experience with Best Buy that someone needs to be aware of.... I finally just had enough aggravation that I wanted to pass along, so hopefully others do not have to.    I think their intentions are good, but it seems there needs to be some improvement in a few areas.
We had a Samsung dishwasher that was constantly needing repairs-- because of this, I had decided to extend my Geek Squad protection plan after the 5 years was up and did so on Jan 14.
I had an ongoing repair problem that started on 12/26-- and after a couple of calls, I spoke to a Geek squad agent who said we qualify for a lemon replacement, which was approved and set up around 1/29.
We went to the store on 1/31 (Wentzville MO) and this is where things began to go bad-- we got to the store right after 10AM, started working with the geek squad agent and sat there until 1 PM!!!!!!!!    It was a nightmare--because the agent was having trouble setting up our delivery and install... I think her name was Sheila-- she made at least 15+ phone calls getting the run around -sitting on hold- being referred to another person, etc etc... As we sat there, the manager-April, was fully aware since Sheila had called her early on, for direction. The crux of the problem was they had changed delivery services and we being just under 50 miles away from the store apparently were in a no delv zone.... (Which is ridiculous-- if we want to spend a bunch more money, which we did-- shouldn't have to worry about delivery).   So we sat and sat--listening to the whole debacle until I finally told her-- Please---GET her manager over here to get this squared away!   April came over and gave about 10 min of her time to help and didn't seem too concerned that we were sitting on the same stool for over 2 plus hours.     After her 10 min, she left and we still ran into some problems where Sheila needed the manager for an override or something and had to call and call until another mgr came over.   IF I was that manager, I would have stayed until the entire process was completed and apologized -- but she didn't- and did not seem to care at all.   SO three hours later we walked out in total shock that it was such an ordeal.
Delivery and install of the new machine went fine-- but here we go again, another problem.
Geek squad and the store told me that to get a refund for my old protection plan and extension on the old machine, I just need to call them and set it up.   I won't go into the gory details, but I've had to make calls on 1/31, 2/8, 2/17 and 2/26-- had 2 cases opened and spoke to some extremely unknowledgeable agents, with one telling me on 2/17 that I can't get my money back. My last case # was {Removed per Forum Guidelines}-- I was told on 2/27 that the case was finally approved on 2/26 (again, I started this on 1/31).. but that I have to wait "1 to 2 billing cycles" to get my money back--which converts to 1 to 2 more months.   I have never heard of a refund taking that long and now I regret purchasing another 5 year protection plan on our new machine.    This has been some of the worst customer service experiences I have ever had--and really sours me from using Best Buy /Geek Squad protection any longer.

Hello raemo,
As AWBrown said, we certainly aren’t perfect, and we recognize mistakes are bound to happen every once and while. However, I feel that this was maybe not a mistake but rather a series of events that just never quite lined up as they should have. When an exchange is offered underneath a Geek Squad Protection Plan, it’s supposed to be a smooth and easy transaction, and clearly, your experience was far from this.
Delivery is a great way to get larger product to your home and should be hassle free. As we realize this is a popular service, we do hire a 3rd Party installation team called Optima to assist us. While Optima does have services throughout the United States, there are rare times where a customer falls outside of their serviceable area. I’m glad to hear though that Sheila was able to talk it through with them on your behalf and ultimately scheduled you for the delivery.
On the customer service side, managers are meant to be on hand to assist with the difficult transactions and support our associates and customers when help is needed; I’m not sure why April wasn’t available to provide the necessary support. I realize this situation is one that would take time to correct, but our level of customer service shouldn’t drop, and I’m sorry if she seemed dismissive of your concerns and time.
On top of this, I did see you experienced difficulties in receiving a refund regarding your renewal of your protection plan. When the exchange of your dishwasher processed, you were still covered by the original plan as the extended coverage you purchased wouldn’t have gone into effect until March. Therefore, you shouldn’t have encountered any issues when you asked for the refund. However, I do see here that our systems released the refund just a couple of days ago. As your credit card’s issuing bank also needs to process the refund, it could take up to a few more business days before you see the fund appear back onto your account.
Having said this, I do want to speak with you further regarding your recent experiences, and to do this, I will send you a private message. You may view this message by logging into your forum account and clicking on the envelope in the upper right-hand corner.
Thanks for posting!
Alex|Social Media Specialist | Best Buy® Corporate
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Is Best Buy credit card linked to Citibank?

This is posted in response to one moderators comment about Best Buy credit card.
His claim was that the Best Buy credit card was not really owned by Best Buy. As a result, there was nothing any Best Buy employee could do to help out with complaints about their Best Buy credit card.
The claim that Best Buy could not be responsible for the problems occurring with Citibank credit cards. Best Buy was just the "name" on the front of the card. The analogy called to mind is that if you are using the Best Buy Credit Card, it is just an advertising ploy. Best Buy cards are labeled with the Best Buy name and trademarked logo as an advertising premise. They are not linked in any way with Citicard and how Best Buy customers are treated.
The premise is not true. If Best Buy is not affiliated with Citibank or their cards; whey do we get "reward points" to only Best Buy if they have no involvement with Citibank? Other cards I have allow "reward points" to be used in multiple forums.
The Best Buy card has culpability in the mess with Citibank and cards issued under the Best Buy name. Best Buy retailer has culpability in this matter. I have no idea what the legal analysis of this leads to: I am not an attorney.
My posts have scared the "moderators" to the point that when I pass on the help attained by other members, they have pulled the posts; "locked the posts to read only" in mid-post. It's creepy. It also helps determine culpability and who is liable for the Citicard mess with Best Buy.
If Best Buy moderators pull posts that do not violate rules; if they restrict the use of a post to "read only while I'm typing" they are watching on a computer terminal as I write/type. When they restrict information that might show a path of resolution for those of us stuck in a loop; they are showing that they know that Best Buy is responsible in some way for what is happening with Citibank and the Best Buy issued card.
What can we do as consumers at Best Buy? Write the Board of Directors; copy the letters to your local store. And of course, take your business somewhere else. {removed per forum guidelines} This is a speculative comment. What if there is a relationship between Best Buy and Citibank that allows Best Buy to "capture" a portion of the fees that we have been charged by the "malfunctioning" computers? I have no idea and there is no way in the world that I would, at this point in time, talk with an attorney.
Sad that Best Buy moderators won't even apologize to the consumers who post on their website that there are major problems with purchasing an item at Best Buy on the Best Buy/Citicard. They could post an appropriate link or phone number that "might" help consumers with the problems with purchases. Sad that there is not acknowledgement of problems since Citibank took over the "Not Best Buy credit card".
Best Buy could have a conversation about what is going on and let people know that they want our business and they will do their best by establishing a better conduit of communication and information when there are problems with "not Best Buy credit card."
I wonder if they will pull this post? It is only fear that moves them. That is the key ingredient that makes something in a corporation sweat.
We all like shopping at Best Buy. Those reward points are great! Some of the stores provide excellent service.
Now that I understand that Best Buy credit cards have no relationship to Best Buy and it is just advertising for Citibank by putting all their store information on the front of the card; I think it's on the back too; rememember, it is not the fault of Best Buy. It is Citicards fault. Call Citicard....good luck.
Best Buy does not care about their customers who use the "Not Best Buy Card". There has to be a reason. Why would they want customers to shop somewhere else? Is the strategy now, "Best Buy is too good for consumers?" "Best Buy prefers that you pay cash for all purchases?" "Best Buy, we're so rich, we don't have to care about our customers! They keep coming in the front door!" This could be a public relations nightmare for Best Buy. That is why they don't want consumers to talk about how their "real-life problems" originated at a Best Buy store.
I despise how I have been treated by Citibank. I know I post on a forum that is "owned and promoted" by Best Buy. In the corporate world, they set the rules. Most of us understand that corporate wins over consumer at all times in this business environment. I'm sure they will be very happy that this is my last post regarding this matter.
Learn what federal regulations are in place to help you. Stop using the "Not Best Buy card". It is our choice to use them. if you have to shop at Best Buy, use cash or another credit card that is not affialated with "Not Best Buy card".
Sorry about the spelling errors. This laptop was bought at Best Buy. The hard drive was replaced by the "Geek Squad". It was repaired, but some functions no longer work.
Yeeup! I went and bought another computer at Best Buy! It was only a couple of thousands of dollars. I went with a tower! I already have a notebook. Getting away from a laptop was expensive!
I'll have to ponder as to whether I will ever shop at Best Buy again. It is due to the reactions of the moderators; the finger pointing from Citibank and Best Buy and most of all; a lot of my money has been emptied out of my bank account since Citi took over my "Not Best Buy card".
I am not an attorney. I did graduate from college and there is a wonderful member on this forum who has helped me out with the system.
Cheers! I hope this post isnt' pullled since it is designed to mitigate frustration among members of the "Not Best Buy card"

Hello AlwaysWondering-
It certainly sounds as if you have had a bad experience with Citibank regarding your Best Buy credit card, enough so that you’ve chosen to join our community to speak to that dissatisfaction.
When it comes to the Best Buy credit card, the information that you have been given to this point is correct. While the Best Buy logo is on the credit card, Citibank does providing the financing for the card and as such, we have no access to your account, nor any ability to make changes to it. However, this does not mean that we cannot attempt to help our customers with concerns that come up with Citibank. In fact, we welcome feedback about our third party partners regarding the service that they are providing to our customers and when possible, we will try to work as an advocate for the customer with that partner. In the end, any final decision regarding your credit card account is at the sole discretion of Citibank.
Everyone that joins our forums does so with the understanding that they must abide by our Terms and Conditions, as well as the Community and Forum Guidelines.
As part of those guidelines Best Buy® retains the right to remove and edit content and to limit and/or ban users' access to the Forum. Best Buy® retains the right, at its sole discretion, to limit users' access to the Forum and to remove material, in Best Buy's sole judgment, that does not comply with the Usage Guidelines or Terms and Conditions or that is otherwise inappropriate for the Forum, harmful, objectionable, or inaccurate.
Moderators may take any action they deem necessary in their own judgment to enforce the Usage Guidelines and Terms and Conditions, and, in general, to address content that can detract from the experience of other users or the purpose of the Forum. Such actions may include editing, moving, or deleting material and banning individual users.
This can include blocking further replies to posts that have already been provided a resolution or removing replies from an older post that no longer needs additional commentary. In general, we would rather not take this route and welcome the input of our users in a timely manner and by keeping the discussion relevant by staying on the topic when posting.
If you have a customer service issue regarding Citibank or any other aspect of your interactions with Best Buy we would urge you to create a post regarding that interaction and we would be glad to see if we can help you. Otherwise, we encourage you to follow the Community Guidelines as posted and see what you can provide other users on our forums to assist them in resolving their concerns.
Sincerely,
Bill|Senior Social Media Specialist | Best Buy® Corporate
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Tonight was by far the worst experience I've ever had at Best Buy...Debating on ever returning

Okay so here goes...bit of a story but bear with me while I go through the details (there are quite a few).
First off, 3 days ago I finally decided I had enough of my Nokia Lumia 822, cracked screen mind you, and decided to add a new line of service to my existing verizon account and just pay the extra 40 bucks until my real line is up (5 months left). I purchased an S5 and was very happy with my purchase. Had a customer come into my store today, am a manager at Gamestop, and she told me about this awesome deal where if you buy an open box iphone you get a free 200 gift card! Of course I wasn't told this when I bought my S5 but I was within the 14 day period so I called about 15 stores, found two black 5s' in stock and booked it over there as I got off work. Buying a second for my brother for his 21st birthday, which I got home just in time to spend an hour with him for. To start, the relatively easy return process took about 15x longer than it should have... I got there at around 630-7 and it took until about 9 oclock to finally return the phone and get my money and everything back. This isn't including purchasing the new phones. Because it was such a good deal, I decided to add two lines. So essentially, delete the line I just created and add two. Simple right? I think not. Not only did the manager leave me with some untrained very impatient sales rep...she also left him and I unattended for about 45 minutes at a time, only to come in and fix his problems within five minutes. If it was so simple for her, why didn't she just do the whole thing? That bugged me but I didn't say anything because I figured it would get resolved. The phones ended up taking a bit longer to do activate on my account, and then for some odd reason not explained to me...only one of the 200$ gift cards printed. They have to request another one...AND THEN to top my night off, I go to see my new phone and the phone is icloud locked, meaning whoever did the return didn't even check to see if it was reset. I have this old owners contacts, email and everything on my phone and NO WAY of activating it because I don't have the apple id passwords. So let's go over this...Extremely long wait time for a return that could've easily been done by a manager, extremely long activation time and the promos I specifcally came in for (and called TWICE ahead of time to confirm) did not completely work (only recieved 200 out of the 400 in gc's) and I am now home only to have one working iphone that wasn't even for me and another bricked iphone that I can't even activate. So I'm left with no phone with my number on it, no way of contacting anyone either. This store is an hour away from me but they were the only store with stock and I wanted the deal...To be honest, I'm wishing I never even did the deal because it seems as though murphys law was in effect tonight. They've already told me they don't have any more open box phone but I have to drive back tomorrow (another two hours there and back and i drive a jag that gets 8 miles a gallon) just to finish a transaction that I WONT even be rewarded for. Absolutely ridiculous. I've spent over 10k in the past year at best buy and I swear every time I have an issue, I meet the same stubborn employees and am offered one, no compensation for literally time and trouble and two, absolutely no customer service leaving me completely unsatisfied with all my purchases. This is an extreme case and I know a variety of factors go into it. It's very unfortunate.
To be fair, the young (definetely not properly trained) gentleman that helped me was extremely respectful and I think he was just as frustrated as me...but it wasn't towards me at all. The time he took with me was definetely not overlooked. That might be the only positive out of this...However the negatives just overwhelm the situation. I hope I can talk to someone who might be able to figure out a solution to this nightmare! Thank you for reading.
Chris {removed per forum guidelines}

Hello Chris,
Welcome to the forum. I sincerely apologize for the delay in replying to your post. I was sadly disappointed to read about your experience when exchanging your phone for the two iPhones. I can understand wanting to make the long trip to take advantage of the open box iPhone deal, and I truly regret we have let you down
Have you had the opportunity to visit the store again? If so, were they able to rectify the $200 gift card problem, and unlock your phone? I completely agree with you, while it's great that the sales associate was helpful, the manager should have overseen the transaction to make things move along faster. I assure you I will be documenting your comments for further employee training opportunities.
Once again, I am very sorry for any inconvenience you have encountered. I hope they were able to turn this experience around into a much better one, otherwise please let me know if I can further assist.
Sincerely,
Maria|Social Media Specialist | Best Buy® Corporate
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Damage control Best Buy!***********!

Take these steps immediately to avoid the PR nightmare that this has become. 1.Immediately investigate and terminate all employees who sold to family members and friends. Dozens of customers reported being called to pickup their phones only to be called back and told forget it they are not getting a phone. The easiest way to investigate this will be to verify receipts. Preorders that were not fulfilled will have a timestamp. If a timestamp on one preorder was June 15th 12pm and didn't receive a phone yet a Iphone was sold to someone with a timestamp of June 16th 10am there is your culprit. 2.Contact all preorder customers. Update them on the status and apologize for this mess. Let them know when the next shipment is expected and what number they are to receive it. 3.Compensate all preorder customers with something whether it's a $25 gift card or free case it doesn't matter. 4. Inform the media, customers on what steps will be taken in the future to prevent preorders from being subject to diversion from customers to friends and relatives of employees.

Arrrgh... On the iphone forums I frequent, everyone and their mother already have their iphone 4. Apparently only us people stupid enough to believe in Best Buy right now are still sitting around waiting for something we ordered 2 weeks ago. (not trying to call anyone else stupid, but I just really feel stupid right now, considering I already knew how unreliable Best Buy is about anything)

UGHHH again, 6th time Mac fails me ..... and best buy charges me so they can "inspect it".

well the previous times 4/6 were do to manufacturing defects, the last 2 were due to the screen messing up.
now after i had this for a month, the fan makes a noise like it hits something inside and the screen leaves a purple "stain" on the screen when watching movies and playing games, it goes away after it a few hours.
but really, i went there to get it repaired and the guy said he has to charge me 60$ to look at it, and then send it to apple.
im like really, a month or two old computer and it breaks down ? and I have to pay!!! .... so im going to go complain, im going to either get my computer fixed for free or i want to return my MAC for store credit so i can purchase another laptop.... like i had it up to here with there snotty people, there attitude towards me was NOT deserved. One worker told me " well if it works fine its not worth fixing" im like ???? " seriously, i paid good money for it and i dont want ink marks on my screen when it gets "warm" "

If it is undetermined to be a software or hardware issue then they are authorized to charge a diagnostic and then refund it after they verify the warranty covers it.
Similar to how car repairs work.
Beyond that I do not know the exact $60 is except for maybe sending it out to service, but if it is under a warranty normally there isn't a charge for that.
If it is after the 14 days it is unlikely that they will be willing to do a return outside of the 14 days since they will eat the cost of the laptop. And, based on industry average gross margins they would have to sell 10+ laptops to make up for that single one they ate...
~ J
Former Geek Squad Counter Intelligence Agent.
Anything posted by me is helpful information (and my own personal opinion) and is not the opinion or view of Best Buy or Geek Squad.

What does it take to get Best Buy to do the right thing?

I brought my laptop in with a hard drive that was beginning to show problems and asked that they transfer all of the media onto a new drive and install it. I further asked that they not install any new software only keep the original software that was on the laptop. This was noted on the receipt. But because the employee charged me $200 for a years technical service including additional virus protection that he wrote on the receipt that I asked not to include. He now says I did not ask for the correct service. Do you think he sold me the wrong one? One that can't be refunded and gets him a kick back? Do you think just maybe he was expecting me to roll over and pay the additional fee to then transfer the data when I picked up the laptop?
I have already contacted two customer service representatives from corporate that have promised same day return phone calls. I have not heard back from either! Tomorrow I forward all information that I have on this case to the news and to the State Attourney's office. It is my belief at this point that Best Buy has no intention of providing customer service only in delaying, frustrating and hopefully causing those they can to give up. I will not give up, you have my computer, my hard drive, my USB back up, my software, my money and continue to deplete my valuable time. Having been a formerly good customer and owning a business that recommends technology to senior citizens it will be my pleasure to post the poor performance of the technical service, customer service and corporate response to local issues in Melbourne Florida.

Greetings TecntEz,
Parting with a computer for any length of time can be difficult, so I can imagine how frustrated you must feel. I'd be disappointed too if I found myself in a similar situation, especially if there was any confusion regarding what fees might be applicable.
Under normal circumstances, customers who request in-store hardware installation, operating system installation, and data transfer services will be quoted separate prices for each of these stand-alone services. Based on what you mentioned though, it sounds as though the staff at our Melbourne store offered to perform all three services under a new Geek Squad Tech Support (GSTS) membership as a courtesy instead -- a significant savings over purchasing them separately. GSTS plans also do not typically include data transfer or backup, and customers must pay an additional fee for these services.
That being said, I was able to locate your work order using the e-mail address you used to reigster for the forum and can confirm that instructions were left for technicians to not install the antivirus program provided with your GSTS membership. Jessica, the rep you spoke with earlier today, has reached out to the store's management team on your behalf to confirm what work was done on your computer, as well as to obtain clarification on the fees you paid earlier this week. While we cannot guarantee an immediate response, rest assured that either Jessica or I will be in touch with you as soon as additional information is available.
Thank you for your patience and understanding, as well as for taking the time to post.
Aaron|Social Media Specialist | Best Buy® Corporate
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E3 2014 Announcements and Best Buy

The Electronic Entertainment Expo, commonly referred to as E3, is happening in Los Angeles this week from June 10-12, 2014. I’m sure most of you, me included, are unable to attend the event, but are still very interested in staying up-to-date with all of the news and announcements happening throughout the week. To help you stay in the loop with all things E3 and how they relate to Best Buy, I’m going to be doing everything I can to keep this post updated with announcements as they happen and let you know when any newly announced games are available for pre-order at Best Buy.
Tell your friends, bookmark this post, and be sure to keep checking back throughout the week for updates, to ask questions, interact with our gaming community and discuss what you’re excited about!
Announcements from the Xbox Press Conference
They began by talking about previously announced games still to come in 2014, revealing some release dates for these games as well, followed up with some newly announced titles. See the titles they talked about below. If you don't see pre-order links for certain titles just yet, stay tuned! We'll be working to get them listed as quickly as possible.
Call of Duty: Advanced Warfare
My Best Buy members get $10 in reward certificates when they pre-order and purchase Call of Duty: Advanced Warfare. Learn more
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Available 11/4/14
Forza Horizon 2
Plunge into the fast-paced world of open-road racing with Forza Horizon 2 as you take the wheel of a variety of the greatest cars ever made. Get behind the wheel of more than 200 vehicles, including extreme off-roaders, modern supercars, classic muscle and more, all with authentic interiors and full cockpit views. Compete in races, seek out hidden treasures or unlock exciting bucket list challenges with versatile gameplay.
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Available 9/30/14
Evolve
In a savage world of man vs. nature, are you the hunter or the hunted? The creators of Left 4 Dead, Turtle Rock Studios, bring you Evolve, the next-generation of multiplayer shooters where four hunters face off against a single, player-controlled monster. Stalk your prey, execute your attack and prove you are the apex predator in adrenaline-pumping 4V1 matches.
My Best Buy members get $10 in reward certificates when they pre-order and purchase Evolve. Learn more
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order to receive The Monster Expansion Pack Pre-Order Bonus
Pre-order now here
Coming Fall 2014
Sunset Overdrive
Dive into the open-world shooter of Sunset Overdrive, and prove that you've got what it takes to survive catastrophe. With a knack for traversing the ruined city with hyper agility, it's a simple matter to survive postapocalyptic conditions. When it comes to the mutants, not only are you escaping their transformation, but you've found your true calling — mutant destroyer. A fully loaded arsenal of overpowered weapons back you up and make it totally clear that the end of days is just the beginning for you.
My Best Buy members get $10 in reward certificates when they pre-order and purchase Sunset Overdrive. Learn more
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order to receive a can koozie as well as the Fisco Bot outfit and AK-FOFF fun, only at Best Buy
Pre-order now here
Available 10/28/14
Halo: The Master Chief Collection
The iconic helmet and armor. The legendary story. The heart-racing combat. Halo has defined a generation of action-packed gaming and online multiplayer gameplay for more than a decade. Now, you can re-experience the thrills, adrenaline and immersive storylines of the Halo franchise, remastered and revamped for the Xbox One. With The Master Chief Collection, you'll not only receive stunning visuals, white-knuckle adventures and deep, rich storylines, you'll have a chance to honor the iconic hero who has been central to so many of your gaming conquests.
Includes Halo: CE Anniversary, Halo 2: Anniversary, Halo 3 and Halo 4 for Xbox One along with the Halo: Nightfall digital series
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order to receive a multiplayer map guide and in-game Grunt Funeral Skull, only at Best Buy
Pre-order now here
Available 11/11/14
Halo 5: Guardians
My Best Buy members get $10 in reward certificates when they pre-order and purchase Halo 5: Guardians. Learn more
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
ScaleBound
Set off for an epic adventure in the latest creation of renown game director Hideki Kamiya, Scalebound. Journey to a hostile, far-off world full of danger and excitement. Face a horrific assortment of strange, powerful creatures. Preserve the future by developing a bond with a towering dragon. The fate of two worlds lies in your hands — can you rise to the challenge?
My Best Buy Gamers Club Unlocked members get 20% off.Learn more
Pre-order now here.
Crackdown
Return to the action-packed gameplay of Crackdown with an all-new experience developed by the game's original creator, Dave Jones, as you get your hands dirty and run out the crime-crazed mutants of Pacific City. Take the fight upward with amazing verticality, and lay waste to the freakish menace with brutal mayhem and mind-blowing levels of destruction in co-operative gameplay. Take to the overrun streets with friends in Campaign mode, or go head-to-head in competition on Xbox Live. Brace yourself — these mutants are about to get even uglier.
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Rise of the Tomb Raider
Join Lara Croft on her next adventure in Rise of the Tomb Raider as she harnesses all of her survival skills on the quest to embrace her fate as a Tomb Raider — and make it out alive. Explore the vastness of a strikingly beautiful environment where lethal threats lurk around every corner. Take your abilities to the limits as you enter the ominous darkness of tombs and fight for survival. Experience the heart-pounding thrill of action like never before with the Foundation engine, and greet a dynamic cast composed of new faces rendered in amazing clarity. Immerse yourself in Lara's world with an intense performance delivered by Camilla Luddington in a mind-blowing story that reveals the character's deepest turmoil and motivations, created by a writing team led by award-winning author Rhianna Pratchett.
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Project Spark
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Phantom Dust
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Disney Fantasia: Music Evolved
Available 10/21/14
Announcements from the EA Press Conference
EA also went through some previously announced titles along with showing footage of new titles. See the titles EA talked about below. If you don't see pre-order links for certain titles just yet, stay tuned! We'll be working to get them listed as quickly as possible.
Dragon Age: Inquisition
Dark times have come to Thedas — monstrous dragons cast ominous shadows from above while chaos erupts all around you. What was once a land of peace and happiness is now ripped apart by conflict as the Mages wage bloody battle against their oppressors, the Templars. Someone must restore order to Thedas and put an end to those who seek to destroy the land. It's time to lead the Inquisition — a band of legendary heroes and the only hope of Thedas — and wage a war to end this reign of terror.
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order to receive the Dragon Age Inquisition Weapons Arsenal Pre-Order Bonus
Pre-order now here
Available 10/7/14
The Sims 4
In The Sims 3, you got the opportunity to throw open the doors and explore the neighborhood — well in The Sims 4, it's time to look within the mind, body and heart of your Sims for an amazingly rich and incredibly lifelike story that you won't forget. The beauty of The Sims is that it simulates life and hands the controls over to you, but what is life without emotion? For the first time, your Sims feel and express emotions with a diverse range and depth that can be influenced by other Sims, actions, memories or even the clothing and objects you choose. What could be more true to life than that?
My Best Buy members get $10 in reward certificates when they pre-order and purchase Sims 4. Learn more
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Available 9/2/14
EA Sports UFC
Fans of MMA fighting know that no other sport in the world matches the intensity that can be found in this arena. It takes more guts and skill than most people have to be a UFC fighter — but EA Sports UFC gives the rest of the world a chance by bringing the fight to your PlayStation 4 powered by EA Sports Ignite technology. EA Sports UFC takes the action, emotion and intensity that can only be found inside the Octagon and combines it with the amazing abilities of this next-generation console for an adrenaline-pumping, heart-pounding, guts-or-glory kind of experience that you won't soon forget. Are you ready to feel the fight?
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order to receive the EA Sports UFC Bruce Lee Pre-Order Bonus
Purchase now here
Available 6/17/14
NHL 15
Return to the rink with NHL 15, the latest installment in the series known for intense hockey action. Experience the thrill of the game with 12-Player NHL Collision Physics that provide hard-hitting collisions and player pile-ups. Test your skills in authentic playing conditions with Real Puck Physics that create realistic ice surfaces and puck motion to duplicate the unpredictable spins, rolls and bounces seen in nonstop NHL action. Enjoy the look and feel of a real game with the Next-Generation Hockey Player, modeled on authentic player and equipment models to deliver unprecedented player likenesses, emotions and animations.
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Available 9/9/14
Madden NFL 15
Madden NFL 15 delivers everything you need to own your rivals on both sides of the field, including the most immersive defensive gameplay in franchise history. With all-new player-lock camera angles, pass rush tools, open-field tackling mechanics and smarter AI, you've never been more armed to take control of the defense and challenge the best offenses in the game. Madden NFL 15 introduces a revolutionary crowd-sourced play-calling system with three distinct ways to run offense and defense: coach suggestions, Madden community picks and concept plays providing a strategic edge to take on all rivals.
My Best Buy members get $10 in reward certificates when they pre-order and purchase Madden NFL 15. Learn more
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Available 8/26/14
FIFA 15
Battle the world's best players and witness their expressions of intensity, celebration and defeat detailed in lifelike accuracy with Emotional Intelligence modeling. Contend with the conditions of the pitch and realistic interactions between players, the ball and their environment with Physically Correct Contacts that re-create dribbles, touches, passes, shots and deflections in relation to the position of the body part or object with which they connect. Plunge into the physicality of head-to-head competition with intense Man-to-Man Battles that test your skills and endurance and establish dominance with Full-Body Defending.
My Best Buy members get $10 in reward certificates when they pre-order and purchase FIFA 15.Learn more
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Battlefield Hardline
Brought to you from the studio that created Dead Space, Battlefield Hardline's innovative and dramatic single-player storyline plunges you into the role of Nick Mendoza, a young detective who is determined to exact revenge against once-trusted partners on the force. Then, engage in intense multiplayer action for up to 64 players that features the strategic team play, variety and immersion of Battlefield, set in an all-new playground with cops-and-criminals-inspired gameplay — hunt criminals, save hostages, raid vaults and more.
My Best Buy members get $10 in reward certificates when they pre-order and purchase Battlefield Hardline.Learn more
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Available 10/21/14
Mass Effect 4
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
EA Sports PGA Tour
Available Spring 2015
Star Wars Battlefront
Mirror's Edge 2
Announcements from the Ubisoft Press Conference
See the titles Ubisoft talked about below. If you don't see pre-order links for certain titles just yet, stay tuned! We'll be working to get them listed as quickly as possible.
Far Cry 4
Journey deep into the Himalayas to Kyrat, a breathtaking, perilous and wild region. Explore an expansive open world where anything can happen and danger hovers all around you. Receive a Limited Edition upgrade with pre-order, which includes Hurk's Redemption with three single-player missions that put you on the hunt for a rare artifact, plus a devastating Impaler harpoon gun. Will you rise to the challenge and set Kyrat on the path to freedom?
My Best Buy members get $10 in reward certificates when they pre-order and purchase Far Cry 4. Learn more
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order to receive The Butcher's Machete, only at Best Buy
Pre-order now here
Available 11/18/14
Tom Clancy’s The Division
Dive into the frighteningly chaotic and devastated New York City as an agent of The Division, working to restore order. Call upon your skills, weapons and wits as you play in this persistent, dynamic environment that combines the Tom Clancy series' core authenticity and tactical decisions, RPG action, trading and much more. Join your skills with your friends' as you create a team of agents called upon to investigate the source of the virus and engage all threats, even if it means taking down your own citizens.
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Available 2015
The Crew
Put the pedal to the metal and get behind the wheel in The Crew, a next-gen racing adventure that allows you to explore the U.S. in its entirety, from coast to coast. Build your crew of four through companionship or rivalrous adversity, and then embark on your quest to improve your rep in the underground-racing world and infiltrate and ultimately overtake the 510s, a gang grown around Detroit's street-racing scene.
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Available 11/11/14
Assassin's Creed Unity
My Best Buy members get $10 in reward certificates when they pre-order and purchase Assassin's Creed Unity. Learn more
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order to receive chances to win prizes with the Spin to Win game, the Chemical Revolution and a Best Buy exclusive Over Under pistol.
Pre-order now here
Pre-order the Collector's Edition here
Available 10/28/14
Just Dance 2015
Head to the dance floor as you take your performances to a whole new level in the latest installment of the popular Just Dance franchise, Just Dance 2015. Get everyone moving with the latest jams from Pharrell Williams, Ellie Goulding, Calvin Harris, John Newman and more, and take a trip down memory lane with classics by Bonnie Tyler and Run DMC & Aerosmith.
My Best Buy Gamers Club Unlocked members get 20% off.Learn more
Pre-order now here
Tom Clancy's Rainbow Six Siege
Return to the heart-pounding shooter action of the Tom Clancy's Rainbow Six franchise with Tom Clancy's Rainbow Six Siege, an all-new installment that takes you deep inside the thrilling and dangerous world of a global counter-terrorist operative as you fight to make the world a safer place. Jump into action as you engage in fast-moving, close-quarters combat, carry out intense coordinated assaults, execute sharply tuned strategies and of course, blow away anything that stands in your way with explosive demolitions skills.
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now

Is there anyway you can try to get more images/videos for the Battlefield Hardline? Personally I found BF4 a disappointment from BF3 so I am still 50/50 on even ordering this one.
Any news for PC GTA V yet?
I am not affiliated with Best Buy nor have I ever been employed by Best Buy. All of my thoughts and posts are of my own opinion and personal experience.
I may not always know the right answer, but I will always tell you what I do know. I also do free computer analysis and consultation via private message.

Best Buy is a joke.

I just went to go pick up my droid x at the time they told me to... waited 30 minutes before someone would assist me. then they tell me I can't upgrade my phone because I am not elligible (when I clearly am because of the droid x early upgrade).
So 15 minutes later a manager comes, says she knows what to do... another half hour passes.. shes calling 1-888-BESTBUY... ARE YOU KIDDING ME... so 1-888-BESTBUY is backed up for 45 minutes so they will call back then..
long story short, after being there for an hour and a half, I have to go back there at 4pm and try again.. who knows if theyll be able to this time.... UGH
PS: sorry just venting..
Solved!
Go to Solution.

Well, we would make a lot less by selling it full price than if we sold with a contract renewal. So, it is safe to say that your store wants you to qualify for the upgrade just as much as you do.
The way the upgrade process works in our system is completely one way. Either Verizon says your line is eligible or not. It was my understanding that this early upgrade promotion should have been reflected in their system which would make it eligible for when we try to process the upgrade.
In any event, keep working with your store; they should be able to find a resolution as it is in their best interest as well.
Jacob|Web Planner | Best Buy® Corporate

Best Buy Damaged Tv

I recieved a Samsung 50 inch tv from my mother and father for christmas. The box was unopened and untouched until me and my husband moved into our new place in March. When we opened the box the tv screen was cracked under the styroform. No damage to the outside of the box, or inside but somehow it was cracked. When we took it to the bestbuy store in Simi Valley CA, they at first said no problem we will return it for you. Waited 20 minutes and then was told that no it had to be shipped to the manufacturer. Which was fine. Another 20 minutes later and they took 35$ from us for shipping and then we left the tv with them. 3 hours later they call up and say, oh no actually we can't ship the tv out its too big, and in fact you have to come pick it up TONIGHT BEFORE CLOSING. The actual nerve of them to say that is a complete joke. So we had to come back before closing and pick the tv up. The one that THEY delivered damage and now will do nothing about. The manufacturer wont do anything either because its cracked and it was delievered cracked. So now we are out 600$ and I feel terrible my parents spent that amount of money to be completely wasted. Someone please tell me how you can have damaged goods delievered and not be held responsible. The customer service at Bestbuy is appaling and my family and I will not be buying anything from there again.

Hello kklein23,
I can imagine little that would be more frustrating than receiving such a fabulous gift as a big, new TV only to find upon unpacking it that it was damaged. It is regrettable that your visit to the Simi Valley store did not result in the action you expected and, instead, added more aggravation to the situation. I apologize for your having to endure such an experience.
Our friends jxs2 and autotech796 are largely correct in their conclusions: our Return & Exchange Promise allows for the return of a product, defective or otherwise, only within 15 days of the date of purchase (30 days for My Best Buy Elite members and 45 days for Elite Plus members). Outside of that time frame, Best Buy is unable to offer a return or exchange. With that said, I'd like to look into your particular situation in more depth, but will need more information to begin. Please watch for a private message from me with that request. To check your forum inbox, ensure that you have signed in with your user name and password, then click on the envelope icon in the upper right of this page.
I look forward to working with you and I am grateful that you took the time to write to us with your concerns.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Geek Squad Warranty is terrible!!!

Not usually a social media poster, but when I searched this topic and found I was not alone, had to vent. As previously mentioned in other posts, it seems that there is a general trend for BB GS warranty service to have a major DISCONNECT between their phone operators/technicians/customer service people and the actual technicians that are sent out to do the repairs, and the subsequent repair of their TV's.
It has been 23 days since I first contacted GS and I have had two home visits from GS and will have 3 different sets of parts ordered by the time they return next weekend!
Some history- I too have bought most of my bigger electronics from BB mainly for lack of serious competition where I live (mainly only Sears). I have bought at least 5 TV's from 32"-55" from them in the last 5 years, and this is the second large TV that has gone out on me within 2.5 years! The first one was a Samsung 47" LED that was 6 mos post warranty and basically the amount that they were going to charge to repair was something crazy! Thus, thinking that it was just the brand, I did my research and settled on a Panasonic Plasma rather than pay for an expensive repair.
Fast forward to 23 days ago. TV fails to turn on, notice power button blinks 8 times. Google search the problem, call GS. This time I did buy the extended warranty, but the tv is still under the manufacturer warranty. Talk to a tech he says no problem, will order parts for you and set up a home repair for after the parts arrive. I get no tracking # from UPS only when it should arrive. Arrival day comes and no parts! Repair is scheduled for the next day! Call GS, (who by the way is NOT 24/7 for repairs, only for tech support) and they say that the parts are delayed so will reschedule the repair appt. Parts arrive 3 days later and next day tech comes and finds out we need different parts! He tells my wife, I'll be back a week from now. No tracking for parts, so figure maybe the tech will bring it with him. Day that the tech said he will be back (a week after his first visit, as per his statement), we get no phone call or visit from the tech. Call GS that night, but of course have to trick the answering system to talk to a LIVE person, a salesperson, that is, and they say I have to call back tomorrow. Talk to them the next day only to find out the parts will arrive the next day and the tech will visit Saturday(yesterday). Tech comes and finds out he needs ANOTHER part! WTH!!! Tells my son, who stayed home to answer the door, that we will be back next week! Call GS and talk to a tech who tells me about the 30 day window or that they will replace the TV. He tells me that he is pretty sure that after the next visit that the tv will work! He also goes on to tell me that if it was him, he would have known what parts to order the FIRST time! He goes on to tell me that there is nothing that he can do since he works from home and that if I have further issues it be best to call corporate HQ and complain! TOTALLY UNACCEPTABLE!!! In all fairness to the telephone support people, they have all been overly nice and apologetic, but "so sorry" only goes so far. Why can't my local BB GS get on the same page with the techs that troubleshoot over the phone? Best thing to do is never buy from you clowns again! Hope Sears doesn't shut down all their stores here!

Hello beyondpeeved-
I can certainly understand your frustration, no one likes to be without the service of a major electronic product like a TV, but it’s especially annoying when you are faced with delays as well due to parts, etc.
I absolutely apologize for all the delays that you have gone through up to this point and what appears to be a lack of communication on our part regarding the progress of that repair. I’d like to look further into this for you, but I could not find any customer information for you with the email address on your forum profile.
If you could send me a Private Message with your full name, phone number and email address that I might locate a customer profile under, I would appreciate it. If you could also include any work order numbers that you might, that would help as well. You can send me a Private Message by logging into the forum and clicking on the button across from my name on this post.
I look forward to hearing back from you,
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy did not honor my preorder for Smash Bros Bundle.

I would like to place a simple complaint. A little more than a month ago, I placed an in-store preorder for the Super Smash Bros. for the Wii U Bundle, which included (1) Super Smash Bros. for the Wii U game, (1) GameCube Adapter for the Wii U, and (1) GameCube Controller.
I asked MULTIPLE times if the bundle will be available on release day, which was 11/21/2014. I asked store clerks AND customer service representatives and EVERYONE I asked said it will be available. I could have ordered from GameStop or Amazon but I decided to order from Best Buy because I trusted this store.
However, on 11/21, I went into the store and asked for my preorder. I paid the FULL $100+tax amount during the preorder. The customer representatives said they didn't have any and a manager came and told me that they will look for the inventory, and I should be able to get one. No problem, I thought, because I saw TWO bundles on the shelves right in front of me for online preorders.
I wait right there for FORTY FIVE (45) minutes. A complete waste of time and I was getting impatient but I was still as nice as I could be. They come back and tell me that they're sold out. WHAT? How can they be sold out if I see TWO bundles right in front of my eyes? I ask them if I can just have one of those two bundles. They said no, they're for online preorders. This is what I don't get. I literally paid the exact same amount. I waited in the store for 45 minutes just to be told that I am not allowed to take one of the bundles on the shelves. Why do online orders have a complete reservation? Why can't I, someone who ordered in-store AND paid the ENTIRE amount, get a reservation like that? I paid the same amount, went through the same process, and I even waited an extra 45 minutes, and they tell me I can't have it. If I ran a store, I would rather give the product to someone who is ALREADY agitated and someone who ALREADY waited 45 minutes. I would be MUCH less upset if there were no bundles at all in the store, and I was able to leave after 1 minute. It is MUCH less upsetting to see that bundles are sold out, rather than staring at TWO BUNDLES RIGHT IN FRONT OF MY EYES and NOT being able to have any.
Well, how do I proceed? They tell me they can refund my entire order, and give me a $10 discount on the game alone for my troubles. I thought, well, that's the same discount as the bundle itself, so it shouldn't be a problem. Right? That's what I thought too. I bought the game and walked out of the store, still annoyed but satisfied that I can just go back, play the game, and buy the adapter and controller later. In fact, why don't I just buy it right now? Best Buy ran out of GameCube Adapters before I even left the store. So I had to go somewhere else for it.
To my dismay, I could not find the adapter anywhere. Not online, not in GameStop, not in Best Buy, nowhere. And not having the adapter has SERIOUSLY crippled my enjoyment for this game because I was COUNTING on having an adapter. I PAID for an adapter. I WANT my adapter. But I don't have one. And they are sold out everywhere. Sources say that adapters will not be available for at least a few months. MONTHS. I have to wait MONTHS for something that I ALREADY PAID FOR and something that I WAS PROMISED TO GET on 11/21/2014, NOT 2015.
SO, I would like to just place this complaint here. If I preorder something, I COMPLETELY expect to get it the day of release. I do not care about a $10 discount. I can give that $10 back if you want. I care about having a gamecube adapter that does not cost $100 online. So, Best Buy, where is my gamecube adapter?

Hello aoiara,
Thank you for reaching out to Best Buy regarding you Super Smash Bros Bundle. As I was looking into your purchase I found that Brian assisted you with your concerns through a Facebook conversation. I am happy to hear we were able to address your concerns.
Please visit our forums again any time with questions or concerns.
Best regards,
Mike|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 Delivery - OPTIMA - YUK

My Experience:
5/31/14-bought dishwasher, delivery & set up, scheduled for 6/1/14. Told phone call would come the night prior with a 2 hr. window. Did receive email saying delivery was set.
6/9/14-received 2nd email confirming delivery would come 6/10/14, no phone call.
6/10/14-called Best Buy - couldn't find the delivery scheduled, on the phone for 1 1/2 hrs., then told by the Clerk, it wasn't Best Buys problem, Optima (delivery company) did not pick it up, wouldn't be delivered, I needed to call Optima and complain to them.
6/10/14-called Optima- said they couldn't help it, they didn't have a tech for my area, wouldn't get delivered, but someone from Optima would call me back to resolve, phone call never came.
6/10/14-Called Best Buy back, talked w/associate, he called Optima, returned my phone call, said he was working on it, I would be called back between 4-6pm, call came @ 730pm. Sorry no delivery today. He would work on it @ 800am on 6/11/14
6/11/14-Called Best Buy @ 1215pm, no call had come to me. I was told the assc. working the problem would call me back, he did @ 1245pm, couldn't resolve my issue, he's still working on it, but, no delivery today. Will let me know when it can be delivered.
Took the day off work for delivery, spent approx. 5 hrs on the phone with various people, washed dishes 3 times as I have a large gathering scheduled for the weekend. This was all explained to several people to no avail, again, sorry, can't do anything about it.
Spoiler (Highlight to read)
DEFINITLY TIME TO RETHINK YOUR DELIVERY CONTRACT WITH "OPTIMA"

Hi barbella58,
Wow, this is certainly way more contacts than necessary when making an appliance purchase with Best Buy! While I definitely thank you for making your purchase with us, I sincerely apologize for any delay you’ve experienced with the delivery and setup of your dishwasher. Rearranging your schedule due to an installation appointment can often be difficult, and I further apologize if you made arrangements, only for your appointment to not occur.
I reached out to Optima on your behalf, and spoke with one of their representatives. They spoke to the previous details about not having a technician in your area, and it sounds like this is the main reason for the delay. Your installation and delivery order is in the hands of Optima’s escalations team, and they generally have a 24-48 hour turnaround time for a response. I was advised that they would be reaching out to you once a proper technician is lined-up to perform the services.
Please let me know if you don’t hear from Optima, and I’ll happily assist further. Thank you for registering on the forums and sharing your concerns with us, and don’t hesitate to let me know if you need further assistance.
Sincerely,
Brian|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy is my Nightmare

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