Best Buy Lie!

 So, to start out I just purchased a Gallaxy S5 at a Knoxville Tn. location. In the shopping process I ask the sales person what are the advantages of me purchasing my phone from best buy. The answer I got was that if I also got the insurance that if anything happened to the phone, all I would have to do is return it to the geek squad and it would be repaired right in the store. Well I tried this, because after a week my Gallaxy S5 with the miracle glass called gorrilla glass, developed a crack in the lower left hand corner. So, when I arrived back in town I went to best buy and walked to the geek squad desk only to find out that for another $190.00  and my brand new phone I could get a like new (used) remanufatured phone. (what a deal) I was told that any crack, no matter the reason (even defective glass) was considered an accident and would not be repaired but replaced as mentioned before. But another problem is that they assumed that the crack was from an impact, not even considering or listening to the fact that  there was not an impact from a fall or any other reason. I guess the assumtion was that I was the one lying. What ever happened to good old customer service ( where the customer is always right). I guess the way best buy sees it is the more customers we can deceive the better.

Hello GAHargis,
One of our goals is to ensure that we provide the best, most accurate information that we can about our products and services and I regret very much if our associate didn't live up to that easily obtainable objective at the time of your purchase. What you describe is not the superior level of service to which we aspire!
The associate with whom you worked could have chosen better language when discussing your phone's cracked screen. The Terms & Conditions of your Geek Squad Protection plan define a cracked screen as damage and so our representative was correct, though apparently not very tactful. In the case of a cracked screen, a service fee is assessed in order to provide a replacement. This is also described in the Terms.
I hope this helps clarify your coverage. Please know that I'm grateful that you took the time to write to us about your experience.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
 Private Message

Similar Messages

  • 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

  • Best Buy Rewards Elite Member was Lied to and severely mistreated by BESTBUY

    BEWARE TO ALL CUSTOMERS WHO READ THIS.....Beware of lying BB salespeople and condescending BB Managers.
    The following excerpts are my (an 'Elite' customer) attempts to open a dialog with the management at BESTBUY. A month has gone by now, I have sent the following information 7-9 times and this "company" has yet to reply. If you are a potential BB customer please read this and realize that when BB salespeople tell you something you must take their words with a grain of salt and all the while think of them as, well, Used Car Salespeople. If you are in fact BB Management you should know after reading this that I was one of those valued customers that you spend $MILLIONS$ each year to attract and do nothing to EARN. I have spent a ton O' cash over the last few years at BB on 3 Big Sceens, 2 i7 Computers, all of our iPhones, multiple office printers, 3 years of GEEK SQUAD memberships, 2 Kindle Fires, 2 iPad minis, 1 surround sound system, 2 BluRay players, Many software packages and finally ONE REMOTE CAR STARTER which is the reason for my initial query.
    --THE FOLLOWING IS THE CORRESPONDENCE THAT I SENT REPEATEDLY TO BESTBUY--
    Best Buy Management,
    I have now sent 3 emails to your “Lisa.Smith” email address and after about two weeks have not yet received a reply. What do I need to do to get a reply from Best Buy. I’ve spent thousands of dollars (That’s $1000.00’s) and now feel that I am being severely disrespected by the management at Best Buy. I don’t make threats but I am very disappointed in that fact that I have been so loyal as a customer to a company that seems not to care about me as a customer at all. It’s odd that someone can spend so much money to a company thinking that such loyalty would be rewarded, only to be ignored and disrespected.
    I am very well connected and respected in the media in St. Louis as well as in all social media and I do not want to use those platforms to air this out but I will if I don’t get a response from Best Buy.
    The following is the entire initial email that includes what has transpired to this point:
    Hi Lisa,
    My name is Ken {removed per forum guidelines}. I am a “My Best Buy” Elite member and my acct.# is @@@@@. In the past I have purchased thousands of dollars worth of products from Best Buy. I have always been a loyal Best Buy customer and I’m writing you today to ask that I receive the same respect, loyalty and trust that I have given to Best Buy over the years.
    Last December I went to the Best Buy on Watson Road in St. Louis, Missouri looking for an item for my wife for Christmas called a Viper 2-way Remote Start System, model number 4806v. I saw it at BestBuy.com. I went back to the area where you keep this item and the sales guy was really nice and helped me find the only one that you had left in stock. I told him that I wanted to have this installed in my wife’s car. I told him the year and model of the car, (2007 Toyota Rav 4) and asked if this was all that I needed or if I had to pay for installation. The salesman told me that their was no additional charge for installation. He said that all I needed to do is purchase the product and take the box home today. Give the present to my wife and then have her set up an appointment to have the remote system installed. He said that it could take as much as 3 hours and I was fine with that.
    Today, my wife called the local Best Buy on Watson to set up an appointment to have the remote installed in her car and the sales guy on the phone told her that they could do it on February 23rd but there would be an additional charge of $250.00 since there were other parts that were needed to have this product installed in a Toyota Rav 4. My wife called me to tell me what was said and I then called and asked for a manager to discuss this issue.
    A manager named Tim got on the phone. I explained everything to Tim as I have written in this email. After listening to me, Tim was very brief and simply said; “So, I can give you a refund for your purchase if you have the receipt.” I told him that I was happy with the product and my wife really wanted this in her car, I just needed to know how I could get it installed for the price that we originally agreed on. He asked if I remembered the salesperson’s name and I told him that I didn’t but was it listed on the receipt? He said “No the salesperson’s name was not listed on the receipt.” Tim said that I couldn’t get the item installed in my wife’s car unless I paid the extra $250.00 or I could get a refund. He added that if he gave 200 dollar installations to every customer who called and claimed they were told this then Best Buy would go out of business. I asked Tim if he was calling me a liar and he said no but I should understand why he can’t simply believe every customer who calls to complain. I asked him to be reasonable and let the installation go as originally agreed on and Tim said that he would not allow this but I could get a refund. I asked him if I could talk with someone higher up and he said that there wasn’t anyone higher up that I would be able to talk to. He said that those decisions stop with him. I told him that he was being very disrespectful considering all that I purchased from his location and he was silent for a second and then replied, “So, do you want a refund?” I told him not at this time but I would be calling his Corporate office and he replied with “Have a nice day.”
    I then got online and found the BestBuy number “1-888-237-8289” and called it. I finally got to a live person who was very nice and they attempted to get me in contact with customer relations. The online salesperson kept coming back to me saying “don’t hang up I’m just trying to get a number to call.” She then told me that she was trying to get “Justin” on the phone to help me. After literally 15+ minutes Justin got on the line, he asked my name and then the phone beeped twice and hung up.
    I was shocked but repeated the process above. After again waiting on the phone the online salesperson get me in touch with Customer relations. I started to speak to the person in CR and again, the phone beeped twice and hung up.
    I tried a third time, explained everything in this email so far to the new online salesperson and she gave me the extension number to call if this happens again. It happened again.
    I again called and asked the next online salesperson to connect me with x@@@. She said that they weren’t picking up but they were having some phone issues. She then gave me your email address and told me to tell you everything that I told her.
    Here we are.
    Please let me know what I need to do from here. If you look up my account you will see the extensive list of purchases that I have made from Best Buy. I believe that I have more than displayed my willingness to pay fair prices for good quality items but I will not be “bait and switched.” I think that the manager Tim had it wrong. He won’t go out-of-business if he helps qualified customers but he will if continues to treat good customers with such disrespect.
    Thank You and I look forward to your reply.
    Ken {removed per forum guidelines}
    ---POST NOTE-- For me, it's not about the $$$$ but about the way Tim talked to me and my wife. I have a wife and 11 and 15 year-olds. I estimate between them and I we will be spending well over $10,000.00 over the next four years for electronics and related services. The only question is will I be spending it at BEST BUY? After all of this, would you?
    Please respond as soon as possible.
    Thank You,
    Kenneth {removed per forum guidelines}

    Welcome to the forum, iChannel, and thank you for being an Elite My Best Buy member!
    Minnesota winters can be bitterly cold, and I can imagine having a remote starter installed in my car would be amazing. It was very nice of you to purchase one for your wife, and I’m sure she was absolutely thrilled to have it installed. It’s regrettable to hear that some additional installation requirements came as such a shock to you though, and I truly apologize if we failed to properly explain the necessary costs associated with our car services.  
    When helping you figure out the essentials for a particular car installation, we go by a fit guide of sorts to provide you a cost estimate of the service. We do this by narrowing down the year, make, and model of your car and figuring out what components are necessary for the service you are wishing to purchase. It sounds like our associate who helped you find the stereo you were looking for may have been unaware of this guide, and consequently, may have provided you some inaccurate information regarding our services.  This could explain why one of our certified auto technicians may have told your wife additional parts and payment were required to perform the remote starter installation.
    No matter the situation though, our associates and managers should always be kind and courteous when assisting you, and I’m sorry if we were less than helpful when trying to work this out with you. It’s clear to me this situation has been far from ideal, and while I cannot erase what’s already transpired, I’d appreciate the opportunity to try to assist you. Please know I’ve sent you a private message to collect some further information from you to see what options we may have available to us. You may view it by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the screen.
    Thank you for posting,
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Lied too by a Best Buy Mobile Associate

    Went in too BestBuy to add a cellphone line to my sprint contract. I researched cellphones prices before i went out to buy. Found Best Buy had a LGG3 for $1 a new or add a line 2yr contract and includes a $200 gift card from Best Buy. Off to the store to buy it. At the store, the cellphone associate informs me. NO! You only get the $200 gift card if you lease or buy the phone with monthly payments. I ask again, on your website it shows the phone with $200 gift card and the $1 price with 2 yr agreement. She says, its still no. Thats not how it works, i know our promos. I ask her to still politely too just conform with her mgr. She says, mgr is at lunch n asks next cubicle associate about the promo. Oh no, only with monthly payments. Then the 2nd associate reiterates, thats how all the phones are going now. Leases or monthly installments. So i give up, she gets the paperwork. On the creditcard machine thingy. Sign here, here, and there. Thats it your done. I get the phone n call my wife. Well atleast the phone works, im tired of the run around. Get home n start playing with new phone. Cant get data, thinking bad connection. Nope, good on every other phone. Try wifi, nope nothing no network only errors. Get on phone n call sprint. 30 mins later, they cant help. Need to take to a sprint repair center for programming. Forget it, im tired of this phone. Wait 2 days, let me call sprint again n see if another tech can help. 30 mins later, still nothing. Told by sprint, take phone back n get new one. 3 days later, i get on BestBuy to double check that $1 promo on LGG3. Still there, just then chat window pops up. So i start talking BB chat. She asks her manager n informs me. Yes, you can buy that LGG3 w 2 yr agreemsnt n get the $200 giftcard. So still not believding it. I get another phone of mine n take a pic of the screen where the BB chat tells me yes i can n the options. So igo back to BestBuy (30 miles) with screen shots of the website n the chat in hand. I go over n talk with BestBuy mobile mgr and he will assist me. Told him, about the $1 on the website which shows i can. He says No, says its not a promo they are running. I tell him its right n even their own chat says i can. I ask him to call the sprint rep, which he does. The sprint rep says No. Now im fricken mad. Hour goes by, tell him i want some answers. Can you call the store mgr over. He talks to him n tells him about the screenshots with chat n their own website. He says, they can push it through but its still not a promo they are running. By this time, find im sick of this yet a other run around. He then informs me, they are out of stock in Black n i will have to wait 3-4 days for it. Forget it just give me the next color you have. So i get the phone, it works and i get the $1 price. Pay the tax on the full retail of the phone. Dont get me started on that either. But only after 2 trips to a BestBuy 30 miles away. Talking n being on hold with sprint reps for over 2 hours, then getting a phone which i didnt like the color til this day. Still never got a YES you were correct on the pricing. I got a smirk n a see ya next time from the BB mobile mgr. I think im done with BestBuy over this one. Its not worth the time or agravation to buy or attempt to but one of their products. Still waitimg on BB corporate customer service to get back to me. Not holding my breath tho!

    Hello knb2000,
    Receiving the LG G3 for only $1 and receiving a $200 gift card would be a pretty amazing deal and hard to pass up! I was able to locate the offer you seem to be speaking of, and it appears that this offer varies based on the mobile carrier, which may have contributed to the level of confusion you seemed to encounter. Nonetheless, we should ensure we are fully aware and knowledgeable about such offers, and I’m sorry that you had such a hassle.
    Given the information shared on the offer page here, with Sprint you should be able to receive a $200 Best Buy gift card when choosing a 2-year agreement or monthly installment plan. I apologize if you were provided any misinformation during your interactions at the store and if you have currently been left with a phone in a color you don’t prefer. Please know that I will be reaching out to the store to ensure they are fully aware of the promotion and your dismal experience with attempting to participate.
    Ultimately, I’m glad you were able to finally receive the 2-year agreement and the $200 gift card under this offer. With that said, I was able to locate your purchase history using the information you used to register with the forum. It appears your last exchange of the phone was performed on 5/26/15, so you would have 14 days to exchange your phone for a preferred color under our Return & Exchange Promise. If you should have any questions, please let us know!
    Respectfully, 
    Tasha|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Best Buy Price Matching Fiasco

    I wanted to let you know of the horrendous customer service I have just recently experienced trying to get a video game price matched. It should be a rather simple thing to take care of, and yet Best Buy wasted about two hours of my time today.
    Today I drove to your West LA Best Buy location to pick up a copy of NBA 2K15 for Xbox One. Since Walmart is running a sale on this exact item for $29.96, I brought the printout to the store. I show it to the salesperson, they go back and talk to other people, then she comes back and says "I'm sorry, this is out of stock at Walmart so we cannot price match it." I told her I just looked recently and it was in stock, and I asked her if she checked both online and in-store options and she said "yes, it's out of stock both in-store and online." As my phone did not have good reception in the store, I could not verify for myself.
    As I was back in the car driving, when I had better service so I pulled up the Walmart site on my phone and navigated to the listing. While their site said you cannot order through Walmart's mobile site, you can through the normal Walmart.com site. As soon as I brought up the regular non-mobile page, there the game was, in stock. The Best Buy representative must have either straight up lied to me, or checked on a phone and didn't really investigate it. In any case she did lie to me regardless, since I asked her if she checked if it was in-stock in-store and she said yes. This is completely unacceptable, and it was a waste of my time, gas, and patience. On a side note, this is not the first issue I have had recently with this Best Buy location.
    My issues didn’t stop there. I then had to resort to calling the Best Buy hotline to try and price match. The representative was very nice, checked the item on Walmart’s website, saw it was in stock, and was trying to get the price match to go through, but was having issues. I was on the phone for almost 30 minutes, still waiting for her to put it through, and then it got disconnected. When I called back and got a representative, she too was very nice, and apologized for me getting dropped, saying that other customers have had issues today as well with getting dropped. She said she saw that the last rep was trying to price match the game. She goes and looks up the game on Walmart’s site, and she says she can’t price match because the item is not in stock. I tell her it was when I spoke to the last rep, it was in stock, and I was just calling back to complete it. I’m already 15 minutes into this new call now. I ask to speak to a supervisor. I wait, and wait. About 15 minutes later, she gets a hold of a supervisor who she is speaking with over chat, and the supervisor gives her permission to put the price match through. This ends up taking quite a while longer, supposedly due to new systems being implemented. All in all, that second call ended up taking just under 50 minutes. So on the phone today, Best Buy wasted an hour and 20 minutes of my time. Then you add another 30 minutes or so for the drive to and from the West LA Best Buy store.
    This whole situation today is completely unacceptable, and really isn’t a good reflection of the customer service Best Buy gives. This is even more troubling considering I am a loyal Elite member. Best Buy makes it seem like they value their customers, especially their Elite and Elite Plus members, but with the recent customer service issues I have experienced, it seems that isn’t the case.
    I would very much like to know what will be done so that the West LA store has representatives who know what they are doing, and also what Best Buy will do for me for the frustration they have caused and the time they have wasted.
    Thank you very much for your time and understanding in the matter.

    John-BBY wrote:
    Hello FlyBri,
    Best Buy's Price Match Guarantee is a great way to ensure that you get the best possible price on exciting products and still have the benefits of purchasing through us. I was delighted to read that you were successful at taking advantage of it, though I regret that you had to invest such persistence in achieving your goal.
    In truth, our stores will price match their local brick-and-mortar competitors on the condition that our requirements are met (i.e., the competitor must be in stock). Our store representative rightly informed you that we could not match our competitor's price if they had verified that their local store was out of stock. That being said, and as I previously mentioned, I was happy to read that your perseverance was rewarded via BestBuy.com.
    I'm very grateful that you wrote to us about your experience and for your feedback.
    Sincerely,
    Hi John,
    I appreciate the response, but  I believe you unfortunately misunderstood the situation and what had happened.  The Best Buy reps at the store DID NOT correctly verify that the item was out of stock. 
    A local Walmart store did have it in stock, as did ordering it through Wallmart.com.  The representatives checked on a cell phone, which goes to Walmart's "mobile.walmart.com" website.  The item was not available for sale through that specific mobile version of the site, but it does say that it is available on their main Walmart.com site.  In addition, when on the main site, a check of the stock of a local Walmart store showed that there were copies available.  So obviously the Best Buy representatives did not rightly inform me because they did not check the way they should have. 
    I also believe you are mistaken regarding the Best Buy Price Match Guarantee.  Even if a local Walmart store was out of stock, if the Walmart.com website does have stock of the same item I am trying to purchase from Best Buy, Best Buy must price match it.  To quote a portion of Best Buy's Price Match Guarantee language from the BestBuy.com website, "At the time of sale, we price match all local retail competitors (including their online prices).  It says nothing about the stock having to specifically be in the local stores only.  It's a moot point though, as at the time there was stock in a local store.
    So the Best Buy reps at the West LA store did not do their job properly as you mistakenly thought they did.  And because of this, I had to waste valuable time and energy to get a simple pricematch done.  The problem is that this is not the only incident I have had to deal with in the last few months (and the second I have had to deal with in that specific location), and is especially disconcerting for being an Elite member as well. I am hoping the employees at that location can be better trained, in addition to taking care of the software issues plaguing the phone reps, so thtat they can put through a simple price match quickly, without it taking an hour and a half.

  • 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

  • Best Buy Return Policy for Cell Phones

    I bought an LG G Flex on 1 July. I rooted it when I got home. A couple of days later, I found out that I would have to unroot it in order to get the KitKat update, so I returned it to stock condition and tried to get the update. It booted into Jellybean fine, I made sure that the recovery was back to stock, and I made sure that the SU binaries were not present.
    I ran the update for KitKat, and my phone ended up shutting off and not turning back on. I had a full battery at the time. I'm not entirely sure what happened during the update process, but it looks like a partition got corrupted. I couldn't tell, because I couldn't turn the phone on. I figured I'd exchange the phone for a new one. I checked online to see if any of the Best Buy stores in my area had any G Flexes left in stock, and they didn't. I had to drive about an hour and a half away to Schaumburg, IL to try to do the exchange. While they were going through the process of trying to fix the phone before exchanging it, I told them that I could have fixed it if I could get it to boot into Download mode or recovery. They then asked me if I had rooted my phone. I told them that I had, but I returned it to stock in order to take the KitKat update. They refused to do the exchange, so I had to drive to the Best Buy in Arlington Heights, IL. At this store, a "multi-channel sales supervisor" named April {removed per forum guidelines} told me that they wouldn't be able to process the exchange because they couldn't turn the phone on. She directed me to call 888-BEST-BUY, which I did. The customer service representative looked at my account and told me that she had no idea why I was told I couldn't exchange my phone. By this time the Arlington Heights Best Buy had closed. I had to drive back out there the next day to get the issue resovled. It took me an hour and a half to get there. I was able to do the exchange at that time, and I saw April at the customer service counter and told her that the CSR I spoke with over the phone had no idea why I was told I couldn't do the exchange. She then told me that she had received an email from the Schaumburg store that I had rooted my phone and to not do the exchange. She then kicked me out of the store.
    Firstly, the return policy says this regarding mobile device returns:
    If you decide to return a phone or device with a plan, you are responsible for canceling your service contract with the carrier, and for all carrier charges.
    There are two ways to return your phone or device and cancel your service:
    • Return your device to a Best Buy store. Be sure to tell the store associate that you want to cancel your service. Carrier service cancellation policies may vary.
    • Call Best Buy Mobile at 1-877-702-2211 (6 a.m. to midnight, CT) for instructions on how to return the device by mail. Let the phone associate know that you want to cancel your service.
    There is nothing there about rooted or jailbroken devices. If Best Buy wants to exclude those devices, all it takes is adding one sentence: "Mobile devices with custom or altered firmware are not eligible for return or exchange under this Policy." Because there is nothing in the stated return policy against returning such a device, the Schaumburg store should have accepted the return. At the very least, they should not have notified other stores, seeing as I wasn't trying to get anyone to violate the return policy.
    Secondly, I don't appreciate being lied to, and I feel that April lied to me. She was also incredibly rude to me when I asked about why she had directed me to call customer service. If she had told me that Schaumburg had told her that my phone was rooted, I could have dealt with the Schaumburg store and spoken with their manager. Asking me to leave the store for trying to figure out what the hell was going on (and after she had found out that I had already gotten my phone exchanged) was even more rude. I was not looking for a fight. I just wanted answers, and perhaps a little consideration for the fact that I had to waste four hours of my life dealing with this when it should have been dealt with the previous day.
    These experiences, along with an ongoing problem with an online order that is not relevant to this topic and which I have explained in a thread that was about a similar problem, are making it incredibly unlikely that I will ever shop at Best Buy again. Not even for things that I have an urgent need for, like replaement charging cables when mine crap out. I can wait two days for Amazon to ship them to me. I am also more likely to tell my friends and family to avoid shopping at Best Buy because of these experiences.
    The employees of the Best Buy stores in Schaumburg and Arlington Heights certainly seem like they actually want this:
    into this:
    {removed per forum guidelines}

    Hello again Sloppy_Carlton,
    I’m glad to see you are utilizing the forums to reach out to us about multiple experiences, although I am sorry to see that neither of the experiences you posted about left you feeling delighted.
    Per our Return & Exchange Promise, we may return or exchange almost everything; however, devices that are damaged would be excluded. It seems the unauthorized modification (rooting and unrooting the phone) may have been the cause of the phone not turning on when attempting to update your operating system to KitKat. We would not be able to accept this device for an exchange or return as it would be considered damage from the unauthorized modification.
    That being said, I’m glad to hear you seem to have been provided a one-time solution to this experience. We truly value your insight and the time you have taken to share these insights with us. If you should need any further assistance, please feel welcome to reach out to us.
    Thank you for posting on the forum! 
    Tasha|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Don't use Best Buy Delivery if you are thinking about it...Just lies, lies, and more lies..

    Wow, where should I even started?
    We brought a 55 in TV from the local store last Sunday, and schedule a delivery yesterday (6/6/2015).
    They called us the night before delivery date, to confirm the delivery on Saturday from 1:30- 3:30pm.
    We waited until 3pm, and finally received a call saying "they were delayed a little bit", and moved the time to 5:30-6:30pm. Ok, not good, but we can understand.
    But of course, they didn't show up on time. We decided to call them again at 6:22pm, and were told they were 45 minutes away...
    7:30pm, after a hour, we called them AGAIN, and was told they are 25 mins away. 
    We had another delivery scheduled from Lowes at 8pm. Lowes showed up on time, and installed our fridge and washer/dryer professionally. They left around 8:30pm. 
    WHERE IS OUR TV FROM BEST BUY THEN???? Don't they supposed to show up before the Lowes???
    We called them again and again, but nobody answered...well, I guess it is a Saturday, and they went home WITHOUT even bother to tell us.
    Last time we spoke, you told me you are 25 mins away. Is this a lie? or you just decide to go back to your sweet home after we talk on the phone?!
    Sunday (6/7), I called the warehouse again in the morning, but no one answers, the voicemail is full as well (So I think we are NOT the only one experienced this ridicuous issue). Then we called the 1-888 number, and explained what happened. The customer rep on the phone couldn't get hold of the local warehouse neither, and told us to call back within several hours. (They did give us a case number: {removed per forum guidelines} though) We called back before noon, and was told they are not open on Sunday, and they don't know when will be get our TV delivered, maybe Monday morning.
    Ok, here is the thing, we have to work Mon- Fri, that's why we requested to deliver on Saturday. And come on, Best Buy, it is just a TV, it is not huge appliances that take you that much time.
    I can see why there was delay, ( not saying we were happy about it though...) But you could at least called us to let us know before you went home on our scheduled delivery date!!!! And were all those "45 mins away", "25 mins away" things lies???? 
    Dear Best Buy Coustomer Relations,
    I am expecting a responce back from you in a few business days from today, 06/07/15. Your responce should be sartisfying us. If we don't hear anything back from you or your responce to us doesn't satisfy us, then we will go talk to someone higher in your organization. Thank you,

    Hello MengyaLiu, and welcome to the forum,
    I’m honestly not sure why our delivery team would have told you they were on their way to your home and then not arrive without an explanation as to why. Our delivery agents should be notifying you of all necessary changes in their delivery schedules, as we realize the inconvenience any possible delay may cause, so it’s regrettable to hear we failed you in this regard. I truly apologize for any frustration this oversight may have caused.
    While I’ve personally documented your feedback here at the corporate office to ensure something of this nature doesn’t happen in the future, I’m glad to hear our delivery team was able to make this right and successfully delivered your TV yesterday. Please feel free to let us know how it went and if you have any further questions for me. I’ll be glad to help.
    Best wishes,
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Best Buy Order Glitch, Customer Service Terrible!

    Placed two orders this morning. The first one went through just fine. Placed second order for $45. When I submitted it I received message "Oops! There was a glitch, please call 1-888-Best-Buy to complete your order". It did not provide an order number, however, it DID remove the $45 from my gift card. I was placed on hold a half dozen times, transferred several and actually "oops-hung up on because we don't know how to fix it" twice. The last representative actually acted like she was going to remedy the situation but ultimately lied. She told me that she "confirmed" the glitch and that it would "fix itself" in TWO hours". We'll it has now been FIVE hours and no order and the funds are still missing from the gift card. Tried calling again but was placed on hold AGAIN and was disconnected by the representative. This is ridiculous! It is their system yet they can't seem to figure it out, yet it's my problem and I am expected just to wait?? Not to mention how long the item I am trying to be will be on sale?? I always have some problem when ordering from Best Buy which is why I will not sit quietly this time. I will reach out to the Better Business Bureau in the morning if their "glitch" does not resolve itself today. - j. {removed per forum guidelines}

    Hello J.,
    I was very disheartened to read about your BestBuy.com order failing to process properly, and even more so by your description of your call-in experience. Certainly your call was not handled in the most efficient manner and I apologize for your having to cope with such an unsatisfying situation.
    I will be more than happy to look into your concerns and do my best to resolve them as promptly as possible, but will need some additional information to begin. Please watch for a private message from me. 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'm grateful that you brought this to our attention and look forward to working with you.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Best Buy Elite Plus-Worst Customer Service Department EVER.

    I just spent the last 2 hours on the phone with 2 different people in the Elite Plus customer service department.  I explained the problem (wrong shipping method generated on an expedited order), the solution (annotate unshipped part of order to ensure that this does not happen again, attempt to make amends for improper shipping label) and the evidence of the error.  The first representative, after assuring me that although the mess up occured, the order would still arrive in accordance with best buy policy, stated that the only way to ensure that shipping would not mess up would be to upgrade to express shipping for $18.  After being told that I was unhappy with her solution and would like to speak to someone else, it took almost 15 minutes to get her to agree that this was what she wanted to do.  It then took another 15 minutes of wait time until another representative could be retrieved.   The second rep stated that she would have to call UPS to find out why the error occured.  I pointed out that the error could be seen on the order details.  The order had 3 parts, the 1st shipped expedited via UPS 2nd day air, the 2nd shipped standard via UPS ground and the 3rd was still waiting for release. Obviously, according to Best Buy, the customer is always wrong.  I will have to wait until the "back office" verifies that I am not lying and that my access to best buy's files is better than customer service, so that I can receive a phone call to try to solve the issue.  Nice to see that loyalty to the Best Buy franchise is such a valued commodity to the company.  I will have to make sure that I share this experience with all my friends and family, and to make sure that I take my business to a company that can fix simple errors without being dismissive and insulting.  

    Hello jymie71,
    I was disappointed to read about your call-in experience to discuss the issues with your BestBuy.com order. We strive to provide a superior level of service and it's clear -- based on what you describe -- that we did not live up to your expectations.  I regret the apparent confusion and inefficiency that you encountered.
    In looking into your concern, I note that you called us again yesterday and accepted an accommodation for the shipping issue. Further, I'm happy to report that your shipment should arrive today.  
    I'm very disappointed to read that this situation may influence your future shopping destination. It's my hope that you'll give Best Buy another chance to win you over one day soon.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Best Buy manager escorted me out of the store after refusing to price match

    Let me start by saying that I have never been escorted out of ANY retail store or business. It was appalling and embarassing and I left so angry that I might never return to Best Buy again. The store in question is: 
    SAN RAFAEL CA (Store 1021)
    700 Du Bois St
    San Rafael, CA 94901-3905
    Manager - Earl
    The Story:
    Yesterday, Fry's Electronics started an online/storewide sale on one of their LG LED HDTV's which I'm assuming was to clear out inventory. It was a great sale and I was hoping Best Buy would have one in stock because the nearest Fry's location was several cities away--while there were at least three or four Best Buy's on the way. And having used Best Buy's price matching system before, I was confident that everything would go well if I decided to drop by. 
    I walk in, immediately go to the TV department at the above mentioned Best Buy location and I asked one of the employee's to run the SKU number to see if he had one in stock. He had 1 left. I told him I'd take it and I also asked him if he would price match it to Fry's. He said no problem as long as I showed him the link or advertisement, step-by-step. So I took my phone out (also purchased at Best Buy...) and went through the Fry's website. All good. 
    He kept staring at his computer and after a while, said, "Sir... I can't give the TV away at that price ($349). It's too low--however, I can go down to $399 for you". I was a bit confused and eventually asked him why my price matching request all of a sudden became an auction or barter for pricing. He said something along the lines of "Well, it's case by case really, and under these circumstances and considering we only have one unit left, I cannot let it go for such a steep price cut". I was starting to get frustrated so instead of taking the conversation any further, I simply asked him if I could speak to his manager. He pointed towards the front of the store and told me to look for a guy named Earl. I actually asked him if he could just intercom the manager to come over to the TV department and he said "No, he's right in front over there". 
    So I walk over to the register area and of course, the manager is NOT there. So I asked one of the guys in front to grab Earl for me and a few minutes later he showed up. Now at this point, I wasn't looking to fight or argue with anyone. I know people who scream for the manager every time something trivial happens and I'm just not that type. I just wanted someone with authority to explain in better detail and I have never even talked to a Best Buy manager before. Earl came up to me and I introduced myself and shook his hand. 
    I started out by asking him about the Price Match policy and he immediately said "Yes, we price match but we don't do it for 1 day sales and stuff--you're the one talking about that TV right?" I explained that I had no idea whether or not that particular sale was for exactly a day but asked him why it mattered in the first place. I proceeded to tell him that it's not some kind of special "holiday" event and that it was probably just for clearing inventory purposes--which also explains why Best Buy only had ONE left.
    He paused for a second and said "Well, you know even if that were true, we couldn't price match it because technically it's not a local retailer... it only applies to brick and mortar stores that are within 25 miles from our location here and I know for a fact that the nearest Fry's is farther than 25 miles from here". I was a bit stumped at his response but eventually asked him whether or not that part of the policy was referring to independent, local businesses in the area that also sold similar items--and not referring to MEGA RETAILERS like Fry's that has an online shopping and ordering system (because Best Buy had no problems price matching to Amazon or Newegg in my experience). 
    I actually said "You would give me the TV if Fry's was 24 miles away, but somehow won't if it turned out to be 26? Do you see how strange that sounds?" He said that if I wanted I should look it up on the map to verify for sure. I looked and indeed it was 34 miles away. While I was looking, I also noticed that there were 2 Best Buy locations that were closer and within that "25 mile radius". So I asked again "Sir, you're not making much sense. There's no reason why THOSE Best Buy locations would price match but you won't. I REALLY don't think that the 25 mile radius rule was made for this kind of scenario...not to mention that the sale that I found was on Fry's website...".
    I could tell that he was getting frustrated at this point but seemed pretty stubborn. He asked me if I wanted a printed copy of their Price Matching guidelines. I said "Absolutely... go for it. I'd love to see what you're talking about". This guy took 3 steps towards the counter before turning around and said "You know what, I'm not going to do that for you--and as a matter of fact, I think it's time for you to leave". THIS made me furious--but I took a step back and asked him why? Sure, we were having a bit of an arguement over Price Matching but I wasn't yelling or screaming or causing any sort of public disturbance. There weren't even any customers nearby--the only people who might have overheard us was a few of the Geeksquad technicians since we were standing next to their booth. 
    I told him again, that I just wanted to know why he seemed so adamant about not price matching the TV set. He said that he tried explaining to me but that I wasn't "getting it" so it was time for me to leave. I said "You know what, all you keep doing is pulling excuses everytime I ask a question. What if I walked in here tonight and told you the sale was from Amazon or something? How is this different..?" 
    At this point he pointed to his employees as if they were security guards or something and they ESCORTED me out of the (removed per forum guidelines) store! Like I was a thief that just got caught stealing something! At this point I was mortified because now there WERE people who were looking and I had to do the walk of shame back to my car as if I were some second rate citizen. 
    As absolutely embarassing as that was--I still wanted to purchase the TV. So I called another store that was much farther away from me but I figured it would play into that 25 mile radius quib--not that it should matter:
    EMERYVILLE CA (Store 499)
    3700 Mandela Pkwy
    Oakland, CA 94608-3566
    Spoke to a very nice lady at their location and she checked to see if they had any in inventory. I was on hold for a while but she physically went around the store to see if they had one. Again, they had ONE. This time, it was an open-box unit. Because I didn't want to waste any more time, I immediately asked her if they would be willing to Price Match to Fry's. She said of course--and that so long as the sale was visible online and that I could show her, that would be no problem. She also said that if I decided to take advantage of Price Matching, I would not receive their open-box discount (the discounts don't "stack"). I said that's fine and asked her if she could do her best to hold it for me as I was on the way and slightly stuck in traffic.
    She spoke to the TV department folks and they said they would hold it no problem til the end of the night (it was already 7pm when I called). She took my name and number and I told her I would be there in about an hour. 
    Lo and behold I arrive and the TV is gone. I couldn't track down the girl who spoke to me over the phone, and the TV department guy that I spoke to said he had no knowledge of them holding any sort of TV for anyone (he wasn't lying--he really didn't seem to know). Awesome. 
    Best Buy - 2 / Me - 0 
    Thanks for the most horrific retail experience ever, Best Buy. You win. 

    They do not match online prices for Fry's under their new policy. Hence it would only be if there was a Fry's within 25 miles of the said store
    "The Details:
    At the time of sale, we price match all local retail competitors (including their online prices) and we price match products shipped from and sold by these major online retailers: Amazon.com, Bhphotovideo.com, Crutchfield.com, Dell.com, HP.com, Newegg.com, and TigerDirect.com.
    We match BestBuy.com prices on in-store purchases and in-store prices on BestBuy.com purchases.
    If we lower our price during the return and exchange period, we will match our lower price, upon request.
    Our Price Match Guarantee covers one price match per identical item, per customer, at the current pre-tax price available to all customers.
    Our Price Match Guarantee does not cover:
    The online prices of retailers not listed.
    Contract mobile phones sold by any online retailer.
    Products shipped from or sold by third-party sellers (Marketplace sellers) on websites.
    Competitors' service prices, Best Buy For Business transactions and BestBuy.com Clearance & More and Marketplace items.
    Any financing offers, bundle offers, free items, pricing errors, mail-in offers, coupon offers, items that are advertised as limited quantity, out of stock items, clearance items, open-box items, refurbished items, pre-owned items, deal of the day, daily deals, special hour sale event items, credit card offers, gift card offers, rent/lease to own items, and items for sale Thanksgiving Day through the Monday after Thanksgiving, whether offered by Best Buy or a competitor."
    "What is considered a local retail competitor?
    A local retail competitor for retail store purchases is a retail store authorized by a vendor to sell a new, factory-sealed product with a warranty and is located in the same market area (within a 25 mile radius) of your local Best Buy store. A local retail competitor for BestBuy.com purchases is a retail store authorized by a vendor to sell a new, factory-sealed product with a warranty and is located in the same market area (within a 25 mile radius) as either the billing address or the shipping address on record for the purchase."
    http://www.bestbuy.com/m/e/promotion.jsp?id=pcmcat296900050018

  • Upgrading a phone with Best Buy vs. Verizon Wireless directly

    Thanks for reading.  I'm eligible for my upgrade with Verizon on 12/19.  I've noticed that Best Buy has the Samsumg Galaxy S III I want to purchase for $50 less than Verizon Wireless online and in the VZW stores. 
    I questioned Verizon reps directly about the pricing and they stated that if I purchased my phone from BB instead of with them the following would/could happen:
    1)  I may no longer get my 20% PNC discount for monthly service
    2)  I would not be able to purchase Verizon's protection plan, only Best Buy's
    3)  If something went wrong with the phone I couldn't contact Verizon, only Best Buy with replacements, issues etc.
    4)  Best Buy (or any other vendor) would/could ask me to sign their own agreement which could hinder me from changing my plan, adding features and other limitations I would not have otherwise.
    5) Best Buy will push my upgrade date back four months, that’s why the price of the phone may be lower.   
    Can someone debunk or shed some light on this?  If the above are true I'll probably spend the extra $50 to go directly to VZW.  I have the chat log if anyone would like me to share.   
    Also, by the way Best Buy, I've been to the cell phone area of the Mall Woods Best Buy in Dayton, Ohio three times in the last week to play with phones and not once did anyone ask me if I had questions or needed help.  For some reason, this is an issue with this store.  TV's, Video Games, Car Audio always have more than enough associates and everyone is very helpful, but there are only two associates in cell phones and the lines to even talk to someone are always absurd. 
    Thanks!

    1. Not true, your discount still applies.
    2. Not true. You can still use Verizon's insurance, though Best Buy's Geek Squad Protection has a $0 deductible
    3. Not true, you are still a Verizon customer and have the manufacturer's warranty.
    4. Not true, Best Buy Mobile has no secondary agreements you need to sign.
    5. Not true, your contract extension is the same as it is through Verizon.
    Did you visit a Verizon retail store? Please remember that many of these stores are owned by third-parties and the reps are on commission, and they have a personal interest in you buying from them. In this case it appears you were completely lied to.
    Dan K. | Mobile Specialty Stores
    Any opinions expressed in this post are those of
    the author and do not represent Best Buy Co., Inc.

  • NEVER GET YOUR CELL SERVICE FROM BEST BUY

    Never again will I get my cell service through Best Buy, here's why.
    In Nov of 2012 I decided to change my cell service to AT&T. I went to the ATT store and to Best Buy in South Nashua, NH to investigate the price plans and cost of the phone. I was going to buy a Samsung Galaxy S3, (top phone at the time) everthing was exactly the same at the two stores except for one thing, the insurance. The insurance from BB had unlimited claims, a lower price and no deductible. The sales agent from BB noted the process worked as follows "You bring your phone in, we ship it out to be fixed and give you a loaner phone. The loaner phone will not necessarily be a S3 but one that is equal to it." This is what other friends of mine had told me too, and that was the reason I went to check out Best Buy. Since everything was equal I decided to go with Best Buy ONLY BECAUSE OF THE INSURANCE OFFERED.
    Now, March of 2014 I have a problem with my phone and it needs to go in for repair. I'm still under contract with Best Buy. I wait in line for at least an hour (did you know that you need to call ahead to make an appointment? I do now.), I tell the customer service guy my problem and he prepares the phone to be shipped out. Then he brings out the loaner. It's a Pantech P7040, a ghetto version of a black berry from 5 years ago. Not an Android phone, not a smart phone, not anywhere even close to what my Galaxy S3 is. I made note of this fact to the gentleman and he said it was the best they had for loaners. I then informed him that I USE my phone for work. Numerous apps in there that I really use EVERY day at work. I travel and my phone's apps are super important. We had some discussion about this situation that I would now be in and how the salesman informed me that I would be given a comparable loaner if I ever need to bring my phone in when they were selling me the service plan. This guy told me they used to do that but don't do that any more. I said that this does not weigh very favorably with my choices of whom to use to when renewing my contract. He told me that he didn't care. It's not his rules.
    I realize that you don't make the rules you only follow them but still, the salesman told me (and apparently many other people are complaining about this at BB) that I would get a "comparable loaner" to my phone. The customer service guy said that they stopped that policy back in November or December of last year. I told him that I realize policies change to maintain efficiency but I bought a specific service and they need to honor what they sold me. You can't sell a service and then not give the customer what you sold them because you no longer like that policy, you can change the policy with the new contracts you sell if you want. He told me "If you read the entire contract, it doesn't say it anywhere in there that they will give you a loaner phone." Ya that's fine, but the salesman told me they would, that's an oral contract and is binding in a court of law. He then told me that they didn't have to give me a phone at all. (That didn't help this situation) I then informed him that if I had come in here and was told that I would not have a phone for a week "I would #$@% explode!", "Considering the fact that I was told I would get a comparable loaner, and then told that I wouldn't get any". I also asked that since I was traveling when my phone broke, could I call ahead to the store to have them order a replacement that I can pick up when I come home. "No, we have to see the phone first and send it out."
    My repaired phone or possibly a replacement might be available by Wednesday. However, I leave for work again on Tuesday so I'm without my smartphone and stuck with this ghetto junker for over a week until I get back. This is not the service that I was sold and this is not the service that I was expecting. This wasn't one rogue salesman lying to customers to get sales, it was the company's policy to inform customers that they would get a comparable loaner phone. BB is liable to honor their oral contract with their customers. I would like my money back for the the service contract. I will NOT be back to BB to renew my cellular service. My intentions are to inform others that Best Buy salesmen will tell you what you want to hear in order to make a sale.

    Hello,
    I was quite disheartened to read about your experience in seeking repairs for your Galaxy S3. It sounds like your visit was less than ideal with the long wait and a store representative who was less than sympathetic. We strive to provide superior service and I very much regret that we didn't live up to that goa, or to your expectations of us.
    The loaner cell phone program and Geek Squad Protection (GSP) are separate things. Any of our customers were permitted to take advantage of a loaner phone if they needed one even if they did not purchase GSP. While some stores still have phones that can be provided as loaners, you were informed correctly that the program was discontinued last year. If you wish, you may obtain a prorated refund for GSP by visiting a Best Buy store with your original GSP purchase receipt. 
    I'm disappointed to read that this experience may influence your future shopping destination. It is my hope that you will one day give Best Buy another chance to win you over. Please know that I'm grateful that you wrote to us about this.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Metal Gear Solid V: The Phantom Pain at Best Buy

    Kojima Productions ushers in a new era for the Metal Gear Solid V franchise with its newest chapter — Metal Gear Solid V: The Phantom Pain — which is set nine years after the fall of Mother Base and the other events in Metal Gear Solid V: Ground Zeroes. The game resumes the storyline in 1984 with the Cold War as the bleak, fear-inducing backdrop, which continues to shape an impending global crisis that potentially cannot be averted. After lying dead to the world in a near-decade-long coma, you finally awaken as Snake, a.k.a. Big Boss, filled with the thirst for revenge.
    Set off in pursuit of the shadow group, XOF, as Snake in The Phantom Pain, which features an open-world design, giving you ultimate tactical freedom in carrying out your missions and progressing through the game. Thanks to the Fox Engine, you can enjoy cutting-edge visual technology with photorealistic graphics and cinema-quality storytelling, making it feel as if you're truly part of the action. Delve into the dark nature of combat, exploring intense themes, such as the psychology of warfare and the resulting atrocities. Showcase your skills of stealth in Metal Gear Solid V: The Phantom Pain.
    Product Features
    Jump into the action with the Day One Edition featuring additional game content such as Adam-ska Special Handgun, a silver personal ballistic shield, a Wetland cardboard box, a blue urban fatigues outfit and a Metal Gear Online boost.
    Experience the latest chapter in the Metal Gear Solid V franchise, which takes place nine years after the events of Ground Zeroes and the fall of Mother Base, resuming the story in 1984 with the Cold War shaping a global crisis.
    Embark on a revenge-driven journey and pursue the shadow group, XOF, as Snake, a.k.a. Big Boss, who has just awoken from a near-decade-long coma.
    Enjoy complete, ultimate freedom in how you approach missions and immerse yourself in a new level of tactical gameplay thanks to the open-world game design.
    Explore mature, challenging themes, such as the psychology of warfare and the atrocities that result from those that choose to engage in its vicious cycle, as you unfold layers of cinematic, compelling storytelling.
    Enter a stunningly realistic world with photorealistic visual fidelity, powered by the Fox Engine.
    Extend your experience beyond your console to other devices with online connectivity, which allows you to augment the overall functionality and access to the game.
    Pre-Order Metal Gear Solid V: The Phantom Pain Best Buy >
    Related Offers
    $10 in Reward CertificatesAs a My Best Buy member, you'll get $10 in reward certificateswhen you pre-order and purchase Metal Gear Solid V.Learn more >
    20% Off for Unlocked MembersIn addition to $10 in Reward Certificates, Unlocked members also get 20% off Metal Gear Solid V.
    Learn more >
    Pre-Order Metal Gear Solid V: The Phantom Pain Best Buy >
    Still have questions? Want to talk to the Best Buy Community about Metal Gear Solid V: The Phantom Pain?Reply to this post and join the conversation!

    Hello everyone-
    As you may have noticed, several posts were removed due to the argumentative nature and lack of respect in those posts.  I’ll also remind you that there is a difference in requesting that Best Buy do something and simply inciting others to spam their request.  Please be courteous and respectful to everyone engaging on the Forum, as everyone wants to have a fun and positive experience.
    As of this time, Best Buy is not having a midnight release for Metal Gear Solid V: The Phantom Pain.  If this changes at all, it will be updated on our Gaming Events page under the Midnight Store Openings tab here.
    Let’s keep it polite folks and remember that everyone here is passionate about games and playing them!
    Thanks,

  • The Real Skinny on the Best Buy debacle.

    I got my iPhone 4s at Apple today and i couldn't be HAPPIER! When i went to the best buy to return my "gift card" the rep and i had a bit of a conversation. according to him-they were told to inform all people to pre ordered that new iphones that arrived on launch day were on a first come first serve basis for those who waited in line. Of course either most weren't told this or they weren't untill they had already pre ordered.. So, our pre orders were for a second batch of phones delivered which would've made all pre orders arrive on the 31st. (hence why most receipts said Oct 31st)  but since then public fury caused them to appease us all by saying they will fullfill all pre orders before walk ins..what they didn't tell you was ONLY WHEN THE PRE ORDERED PHONES ARRIVED ON THE 31ST. so in reality..they didn't do SH*T to fix the "walk ins taking priority to pre orders" issue... they just re-worded what they already had set up. again...not telling us anything about this. All they want to say is "we haven't gotten any-we don't know what's going on" bullsh*t!"  They had NO intention of selling anyone who pre ordered a phone on launch day PERIOD. then when they had already messed up everything they couldn't stop what they had already done..which is to arrange shipments on the 31st for their pre order customers. Their stradegy? Dupe their existing customers for Pre orders but still get the walk in money from those who just wander in and say "hey got an iphone?" it's big business for them..a big let down for the rest of us. Jump the ship and go to apple. 

    This is like what 862CIA had said that some one from corporate had told them as well (at least in parts) that is why some people had receipts say available 10/'14/2011 and the majority said 10/31/2011. Several people from corporate have confirmed that BB DID NOT receive ANY Sprint phones 
    862CIA Quote "
    I was the third person to preorder at my local BBY.
    I used to work at Best Buy so I have been getting constant updates about what is going on with this Sprint iPhone 4S fiasco and the people at the store level truly do not know anything about when the shipments will come. Knowing that, please don't take it out on the in-store employees. I know, first-hand, how badly that sucks when you really don't know and people just think you're lying to them...
    WITH THAT BEING SAID, Corporate BBY DOES know what's going on. This is what I've found out:
    I started calling around to local Sprint stores asking if they had anymore phones in-stock. I told them that I had pre-ordered at BBY. All three local Sprint stores told me that BBY should have never been accepting pre-orders for Sprint iPhone 4S because, from the beginning, Sprint was not going to allow BBY to be part of the iPhone 4S launch event. A.K.A. Best Buy was never going to receive Sprint iPhone 4S models to begin with on launch day. This really ticked me off so I called the BBYM Corporate Number. I spoke to a rep and told her this story. She put me on hold and talked to her boss. Her boss told her that Best Buy will not be receiving Sprint iPhone 4S models until the end of October which perfectly explains why my Pre-order agreement estimates the delivery date of 10/31/2011. I chalked it up to a poorly designed pre-order system but now it looks like that was known all along. There it is. Confirmed with three local Sprint stores and the BBYM Corporate supervisor. Needless to say, I'm upset."
     unQuote
    And we all know ( because we have pretty much all been lied to by BB employees) That Best Buy employees will lie for any reason, even to get us out the door, as you say!

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