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

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        I understand your concerns regarding upgrade fees http://vz.to/Jfdwqo Bothedog! This fee was implemented in April 2012 http://vz.to/IBiScZ and only applies when you upgrade to a device at a subsidized price with a new 2 year contract. You can avoid this fee if you upgrade at full retail price to any phone.
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    Hello User269123,
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     Private Message

  • Response from a long time customer... who will be a long time customer no mo

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    to Creative:? I am not some child or young kid who is just upset because things do not work. I am a 45 year old who has worked with computers since the C-64 as a hobby. Like, I am sure most others here on this forum, I know the insides and outs of my system, how it works, how to configure it and etc etc. Because of your actions and my struggles you have now lost what was a customer you had for the last 23 years or so. This action and your lack of support of your products, your customers and those simply trying to help has now cost you me and my business. I hope that makes you very happy.
    Additionally, I will be watching and waiting and should a class action be taken against you for fraud, commercial deception, and false advertising, you can rest assured I WILL be participating.
    Just off the top I would say we all have a pretty good argument and case. So if things do take a turn that direction, I am in.
    In my RL work, I am in law enforcement. I deal with people who commit crimes everyday out there, people who boldly look me in the face and lie to me outright... Now I get to come home and instead of being able to not worry about being ripped off, taken advantage of and being able to trust companies I purchase from, I now have to think?of them just like those I deal with on the street. Now I have to look at companies like Creative who have also taken the path of boldly and outright lying to me as well. ?Instead of assuming you are honest, now I guess the time has come for me to assume you are lying to me like everyone else does.
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    This out does everything else.
    In the meantime, I am right now making a purchase.... of a competitors high end audio card to replace the X-Fi card currently in my system. Unbelieveable.
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    Wisconsin,USA
    (Malakie)

    Amen, I plugged in my first Soundblaster 8 bit card 20 years ago, and the being left without a decent driver for Vista for an Audigy I had less than 6 months hacked me off.... Then I find out they intentionally were not upgrading the drivers to force new hardware purchase? (And I was considering getting an X-Fi)... and now the shear arrogance of the management of creative?
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    I run a business myself, and the correct business decision is one that helps both the customer and the company, not the one that is an blatent attempt to screw the customer.
    I only see 2 options for creative to survi've at this point.
    One, Apologize, either fix their drivers quickly (in the next week or two) or hire Daniel_K drivers, and distribute his drivers. Key workd is quickly here.
    Two, Quickly offer a rebate/tradein program...and a significant one, not a 0% off sale...at least a 40-50% off sale. ?
    I don't expect # 2 because that will be a hard financial hit on a company that is suffering anyway. ? But # will not create as much goodwill.....and goodwill is what creative needs because of the mismanagement of this situation, and the admission that it was done strictly to force purchase of their hardware. ?
    Unfortunately, I think in either event, creative is now doomed.

  • I buy my iPhone from long time but the iCloud and password still the one i buy from him and i make modernization the iCloud and password was delete and i cont. open it know

    i buy my iphone used from long time put the passward and i cloud still the old and know by mestake delete to open the mobile they ask about the i cloud and passward how can i open and any information u want i can send to u

    See the section titled "What if I purchase a device that is still linked to the previous owner's account" in the following link. It describes your only option. http://support.apple.com/kb/HT5818

  • Long time customer and am VERY unhappy with Verizon.

    At the end of June, my contract for 2 of our phones was up. I called in to lower my plan to something more affordable. I had been on the 1400 minute plan with grandfathered in Unlimited Data for over 4 years and my bill was about $239.00/month. I have was told at that time that our three no-contract phones could get Unlimited Talk/Tex and 4G data plan for $145.00. So I agreed to that and hung up. One week later, we went to a local Verizon store and upgraded 2 of our phones. The salesperson NEVER told us we were giving up the discount per line since we were going back on contract. He never told me we were not actually ON a 4G plan, but apparently a 10G. I received my bill, and it was MORE than I used to pay. I called Verizon on the last 2 or 3 days of July, and was told I wasn't on the plan I asked for and that there was no such thing as a plan for $145 for 3 phones. I told her I would not pay for 10G when I didn't need it, I had ordered a 4G plan. She said she would investigate and call me back that Friday (Aug 1). She did NOT call. I called today (Aug 4) and talked to someone (Wallace) 40 minutes explaining the situation, and we got cut off. He did not call back so I called again and finally got Amber - she fixed my plan the best she could down to about $178 per month.
    I would have NEVER given up my unlimited data plan if I had known all this would happen, and I would have NEVER got new phones and went on contract. Now I am STUCK with a 2-year contract or pay $340 PER PHONE to terminate because it is over 14 days.
    This is SO WRONG. It is THEFT and DISHONESTY. I was told one thing, given another, then no disclosure of what would happen if I went on contract, and then I find there is no such thing as $145 for the 3 phones.
    Verizon needs to FIX THIS! I would LIKE to cancel my contract for good. But I would have to pay $340 per line and this is WRONG when they are the ones that messed up. I do plan on reporting this whole incident to the Better Business Bureau today, although I don't know if it will do any good. NO ONE would let me speak to a Supervisor!!!!
    I am LIVID and I deserve to be treated better. Always paid my bill on time and have been a good customer.

    There seems to be a lot of confusion here.
    First of all, with your 3 NO CONTRACT smartphones you CAN get 10 GB of data on More Everything for $145. 10 GB of data = $100. Add in the line access fees for 3 smartphones at $40 each for $120. That is a total of $220. Subtract the line access fee discount of $25/line for being out of contract $220 - $75 = $145, so you very well could have been on a 10 GB More Everything plan for $145. You must sign up manually for this discount in your MyVerizon account, though. I don't think it takes effect automatically. Simply sign into your My Verizon account and under change features, add the discount.
    When you upgraded your phone AT A DISCOUNT, you are no longer out of contract as you must sign a new contract and therefore LOSE ELIGIBILITY for the line access fee discount. Your bill will go up by the $75 discount you were receiving an no longer qualify to receive. This is not something that Verizon must tell you or even should tell you. They are only required to tell you that you are signing a 2 year contract for each upgrade. It is up to you to realize that you will not get a "no contract discount" if you are under contract. That just seems common sense.
    There are a couple of thing you can do. It sounds as if you did not manually add the discount for the "no contract line access fee". Since you only upgraded 2 of your lines, you can STILL get that discount on your "no contract" line as long as it is a smartphone on that line. The discount will be $25 if you stay with the 10 GB data allowance. Your bill then should be $195 + tax/fees.
    Another option would be to lower your data allowance down to the 4 GB data plan you "thought" you were getting. In that case your line access fee discount for the no contract line will drop to $10, but your data plan will only be $70 instead of $100 for the 10 GB allowance. In this instance, your bill should be $180 + tax/fees.
    Of course if you receive any discounts through your employer, that will come off the data allowance charge.

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