Best mobile employees at best buy

Best buy will be my only mobile store from now on .. After running all over town for weeks because of the millions of mistakes made by a uneducated employee at a popular 3rd party store I finally took advice from a friend and went to best buy ... I wasn't aware of the difference between a 3rd party store and a Corp store until now. Although AT&T recommended their site or Corp store for best service and price for phones I believe best buy was really the best! The employees were honest and helpful , quick and patient... They called AT&T for me, had new lines up and running fast, plus they had a ton of knowledge regarding plans and devices and have a amazing price guarantee and warranty that no other stores have! Come July I'll be at best buy for my new upgrade!

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Re: Cell Phone Insurance and Service is Horrible at Best Buy Mobile

We were sold a GSP with an Iphone purchase last year - I pay $15+ a month for this plan and have already paid well over $200 to date. We had initially planned to get the insurance through our carrier ($6.99/mo) or an Apple plan, however this sales person talked us out of it telling us with those plans if you needed a repair you'd have to pay a deductible and other fees and with the GSP you could basically walk right of the store at that moment throw the phone into a puddle and smash it, come right back into the store and you would be give a NEW, NOT REFURBISHED, phone for free - no questions asked. Sounded like a no-brainer! My daughter's phone stopped working a week ago, she brought it to the store they assessed and told her they would order her a new phone. She picked up the "new" phone a few days later. When she picked up the phone she was told that they were having "wifi issues" and could not restore her back up onto her new phone that she would have to go home and do it herself. She went home and began the process and kept getting error messages; she called the Geek Squad at the store and explained what was going on; they told her they could not help her and that she would need to call Apple. She called Apple who initially did not want to help her as she did not have the Apple plan, but I guess felt sorry for her after hearing about Best Best Buy and decided to help her. As they talked her through the process, her "new phone" kept powering off. After it happening several times Apple told her that she had a defective phone and that she should bring it back to Best Buy. She did this yesterday morning. The Geek Squad checked the phone and told her it was fine. She explained that it keeps powering it self off randomly and they told her they would have to see the phone do it. She also asked to speak to a store manager to explain her dissatisfaction and tell them she just wanted a new phone like she was promised when we took out the insurance - this man was rude and refused to help her. He told her to go home and call 1-888-BestBuy. As the phone and the plan are actually in my name (her mother) I took over and called - the technician I spoke with on the phone - knew immediately that it was a power problem with the phone and that it needed to be replaced. He explained that sometimes the Techs that work in the store really don't have enough training and don't understand that certain issues don't show up on diagnostic tests. He apologized for the rude treatment that my daughter received at the store by the Geek Squad and the store manager and he would call the store to let them know we were bringing the phone back and they needed to get a replacement. At that moment things were fine. He then transferred me to the store and the Geek Squad who informed me that they would not give us a new phone - it would be another refurbished phone. So, after work today my husband and I headed back to Best Buy for yet another battle - that is if as Johnny from the Geek Squad put it - "they could squeeze us in" - they might not be able to talk to us without an appointment. This is for a phone exchange - not brain surgery. Best Buy is the worst store when it comes to customer service, and gross misrepresentations. I would never, every make a purchase from this store again and will tell everyone I know to stay away as well. I'm sure that this is not the end of our story - we already know that we will leave the store later completely dissatisfied and that the employees at Best Buy/Geek Squad will NOT handle this in an intelligent professional manner.

Dear hazelnutcns,
When you purchase our Geek Squad Protection (GSP) for a device, it should be on the full understanding of how you are being protected by that plan. I am sorry if you were led to a different expectation based on what you were told at the time of purchase.
The Blue Shirts in our stores should be very knowledgeable on the major terms of the GSP plan so they may speak to those benefits confidently with our customers. The GSP for mobile devices, as autotech touched on above, can cover the type of issues your daughter was experiencing if it can be replicated by a Geek Squad agent in store. Our agents test these items in store because sometimes we can avoid sending out the device altogether by troubleshooting the issue(s) you are having, thus saving you a trip back to the store or time without your device. In the event you can’t locate your terms and conditions of your GSP, you may find them by clicking here.
Typically, stores shouldn’t let you leave the store with a phone that isn’t fully functional. They could have offered to keep the phone for you while they remedied the network issues that were preventing them from getting your daughter up and running again. This could have saved your daughter from calling for support. When I was working in our stores as a manager, I have also had Geek Squad agents keep customer’s devices for a couple hours or overnight to test sporadic issues like the one your daughter’s phone was facing; rather than sending you home with a device that may be truly defective. Were you able to receive a replacement phone in the end?
All in all, yours and your daughter’s experience with us should have looked much different. Using your email address you supplied here on the forums I was able to pull up your purchase history to see your Geek Squad Protection plan. I have already moved your feedback along to the leadership at the North Haven, CT (store 1488) location. Please let me know if you have any other questions or concerns as I would be glad to address them for you. I genuinely hope you give us another chance in the future to demonstrate the world class customer experience we work hard to provide each and every customer.
Warmly,
JD|Social Media Specialist | Best Buy® Corporate
Private Message

Best buy mobile

If you sign up with a contract through bestbuy mobile do you pay your bills to bestbuy or the phone service provider?
So say you buy a phone and contract at best buy mobile and its for sprint, do your bills go directly to sprint or best buy? I would assume sprint, but if so how does BB make a profit off this department, commission?
Disclaimer : I am not a representative of Best Buy. Everything I post here is "As Is" I am just here to help people out, from my experience as a Reward zone and .com customer service rep.

You would pay the bill through the carrier you chose. Best buy is just an authorized retailer of services and products for the providers. So they can sell you a phone, set up the service and plan and then you would pay to the carrier. :-)
Also, best buy mobile reps do not make any kind of commission on mobile sales. As far as how best buy makes a profit from the department...well, your guess is as good as mine! LoL
Message Edited by Miranda on 12-29-2008 03:13 PM
Don't take what I say as being absolute. There's always room for improvement.

Best buy company deliver mobile form India???

best buy company deliver mobile form India???

Hi yuvraj –
Thanks for joining the Best Buy Unboxed forums!
Best Buy does not ship internationally. But, if you know someone who lives in the US you can place an order and have it shipped to their address, then have them ship to you. I would recommend looking at our International Orders page on our website for more information.
Please feel free to post again if you have any other questions.

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

Horrible Staff and manager : Best Buy Mobile, Galleria Mall, Dallas

I went there to exchange a fitbit for another color.
This store was suggested from the original store, plano, as they didnt have Grey small, fitbit.
This product came with a FREE best buy gift card of 20 bucks.
On the exchange, the store manager, MEGAN, simply asked us to pay for the gift card; while we tried to explain her
that it was free gift and we should [ay for it, so she said she cant give it to us.
We talked to the store from where we bought it, even they said she should and asked us to talk to manager or if they are not coperative, bering whole set to them, they'll order online.
We didnt want to do this to n fro and we went to store and tried explaining her , on which this female replied
"I'm doing a favor" I was seriously , it's your job !!! not a FAVOR !!
Why dont you guys educate them about policies and system before letting them start with job .
I've purchased before too, but this was first time I'm so disappointed with Best Buy.
I should have seen reviews before about this store's staff.
I really want to know from Best Buy, what's the actual deal. as one store says something, n another says something else !!!
Though I doubt I'll return to this store, but I dont want such staff issues , so please take care.
Thanks
SP

Hello SP,
With Fitbits coming in so many colors, you can definitely choose one that fits your personality and style, or one that’s more neutral to go with anything you’re wearing. It’s awesome that you may have picked up this Fitbit during an offer to receive a free $20 Best Buy gift card.
When exchanging an item that you receive a free item with, if you don’t return the freebie with it, the value of the freebie would be discounted from your return. This information may be found on our Return & Exchange Promise page on BestBuy.com. Given this information, unfortunately the Dallas Galleria, TX store would have been correct in advising you of this deduction during your exchange if the offer is no longer available. I apologize if you found this experience at all confusing or disrespectful. Our staff should of course be clear and respectful, especially when advising a customer of such news.
With that said, I was sadly unable to locate your purchase history using the information you registered with the forum. Were you able to get the Fitbit you purchased exchanged for one in a color you preferred?
Sincerely,
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 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

Best Buy Extended Warranty isn't worth the paper it's written on

My daughter bought me an iPad 3, when it first came out, for Mother's Day. She was talked into buying the Best Buy Warranty instead of the Apple warranty. For the past 3 months I've been having nothing but trouble with my iPad so my daughter said I needed to hurry to Best Buy before the expensive extended warranty runs out.
I went to the Best Buy on 62nd and Broadway (NYC) and, after waiting and hitting the counter a couple of times, was able to speak to a tech. I use the title tech loosely here.
He first said that my problems were a result of the new software update, then it was too many apps, next it was "Hey, after two year the battery is going to be slow". So, essentially, it will lock up, freeze, shut itself off, need to be charged twice as much as it used to and be unresponsive to my finger tough (as well as my stylus). He himself saw the issue as he would have to swipe a number of times to clear the screens - so he ran the "Geek Squad Triage App". According to my app, the ipad is fine.
So now, after an hour of watching him just move screens and open apps, and putting my entire iPad back to factory default, I was told "Oh well, we can't do anything at all unless we see the issue happen in front of us." "You have to recreate the problem and then we will take it and send it away for repairs."
This was NOT what my daughter was told would happen - she was assured that if there were a problem, and they could not fix it there, they would take the iPad and replace it with a refurbished iPad - which APPLE would have done. They need to do some honest advertising - you will have to bring the iPad to us, we'll stare blankly at it for awhile, we'll reset it, we'll open and close apps and then send you home saying good luck.
I am beyond furious and intend to file complaints with the store, the Geek Squad Co., the BBB and, just to be certain that people are not taken advantage of again - as my daughter was - at every location I can find that asks which Warranty to choose, or allows me to review this warranty.
Shame on you Best Buy and Shame on you Geek Squad - you've taken advantage of a young person, not to mention a wounded veteran, to make a couple of dollars more off of her. She is absolutely heartsick that this happened - and I could not be more angry if I tried.
Up until now I've always went to Best Buy for all of my electronics, my TV, my Computer, my Laptops - but after this I cannot justify going there again.
Stay away from any Extended Warranties or Geek Squad members at Best Buy!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Dear Ftrainryder,
I’m sure if I had received such a nice gift, like an iPad with Geek Squad Protection (GSP), I would also be angered after being turned away when trying to receive service. Please pass my apologies onto your daughter if she feels that she was misled when purchasing the GSP for your iPad.
The information she was given about the protection plan is correct. This being said, the Geek Squad agent should have sent your iPad out for service if he was experiencing the same issues as you had described. I am so very sorry that you didn’t receive that option.
The agents are supposed to do what they can to replicate the problem our customers are experiencing with their products before sending anything out. It sounds as though he spent a healthy amount of time troubleshooting with you and testing your device. The Geek Squad app is a good tool that both employees and customers can use to test the widespread functions of our mobile devices. The issues that he spoke of can happen; however, they generally aren’t issues you will always experience after owning a device for an extended period of time.
I would like reach out to the store leadership at the Upper West Side (Store 1448) about your recent visit. As such, I’ll be sending you a private message to get some more details from your interaction with the agent. To check your private messages, click on the envelope in the upper right-hand corner while logged into the forums.
Respectfully,
JD|Social Media Specialist | Best Buy® Corporate
Private Message

Re: How do I file a complaint to Best Buy?

I need help!!!!!!!!!!!!!!!!!!!!!1
How do I start?? Simple is best!
#geedsquad #bestbuy
Geeksquad Service Protection Plan #{removed per forum guidelines}
10/23/14 - Started process for broken device at the Best Buy in Garner, NC - After NOT RECEIVING the shipping box from #ups, another trip to Best Buy in Garner, NC.
11/5/14 - Shipped broken device as PER INSTRUCTIONS
From 11/9 to 11/15 my son called several time with NO RESOLTION. He actually needs his phone FOR WORK!!
11/16/14 Theresa {removed per forum guidelines} - customer service rep - nice lady, spent a lot of time trying to get me answers. I felt she really wanted to help.
After over 1.5 hours on the phone NO RESOLUTION! A promise to call back - NO CALL BACK!!!!!!! NO RESULOTION!!! EMPTY PROMISES AGAIN
11/19/14 3:15 PM - Leon - customer service rep - HORRIBLE CUSTOMER SERVICE!
I ask Leon to get his manager on the phone (he said his name was Malcom). He would not get his manager to the phone and was a shining example of HORRIBLE CUSTOMER SERVICE!
11/19/14 3:36 PM - Cassandra - customer service rep - nice lady who quickly recognized she could not help and "bumped" me to another rep.
1/19/14 3:40 PM - Mira - HORRIBLE CUSTOMER SERVICE! Repeated every word I said trying to understand ENGLISH! I asked to be "bumped" up several times....finally she did.
11/19/14 3:45 PM - Ernie - Mira's so called manager (at least he understood ENGLISH). After 10 minutes of telling me I had the wrong information, Ernie informed that he couldn't help me and bumped me up.
11/19/14 3:59 PM - Bob - nice guy who took the time to read through the file, THEN informed me that there was no "active service" for this account. Bob then put me on hold and called Best Buy in Garner, NC. After talking to Best Buy in Garner, NC, Bob tells me that I will get a call back in 24 to 48 hours.
NO CALL BACK!!!!!!!!!! CALLED ENDED AT 4:51 PM ONE HOUR AND 45 MINUTES - NO RESULOTION!!! EMPTY PROMISES AGAIN
11/21/14 5:24 PM - Marchele - customer service rep. Marchele tells me that this is the responsibility of both #geeksquad and #bestbuy and then supposedly is going to transfer me to "someone higher", after waiting 10 minutes or so ....I was promptly hung up on!
11/21/14 5:46 PM Beverly - customer service rep. Beverly also is going to transfer me to "someone higher", after waiting several minutes ....I was promptly hung up on AGAIN!
11/21/14 6:08 PM Khonisa - customer service rep - This lady really put forth effort. She gave me a Case ID 148203353 and also got a supervisor on the phone (Mary). Mary (not knowing I was on the line) asked Khonisa why she had called her and who told her to call ext 200? Khonisa then, trying to help me, explained the issue to Mary........So I was eventually told by Mary that I need to direct this back to the Best Buy store in Garner, NC. Mary told me that "Sara" at Geeksquad Mobile was aware of all these problems.
11/21/14 7:00 PM (I think) Called Best Buy in Garner. Eddie answered and said that there was NO Sara. I explained my latest conversation with Mary. Eddie told me that Nichole (his manager) knows about this and she'll be in tomorrow at 11:00. Not believing anything at this point, I asked if I could talk to someone in "Mobile". Alex, Mobile Manager, got on the phone. Alex informed me that he DOES have a Sara, but she has NOTHING to do with this and tells me to call back tomorrow.
11/22/14 11:19 AM - Nichole, Geeksquad manager at Best Buy in Garner, NC
Nichole said she was aware of this situation and ask if she could return my call.
11/22/14 11:40 AM - Nichole, Geeksquad manager at Best Buy in Garner, NC
Nichole tells me that I need to call 866-205-4388 and that if I didn't get a resolution to call her back.
11/22/14 11:55 AM - "WAIT TIME IS 20 TO 30 MINUTES"
11/22/14 12:28 PM - Bani - customer service rep.
Bani tells me that he cannot see any service order in the system for this issue. He states that he "doesn't have backdoor access" and only the Service Center has back door access to see all the information needed. Bani then STATES "it looks like someone at the store (Best Buy in Garner, NC) CANCELED THE SERVICE ORDER. Bani tells me that someone from the Service Center will have to call me back and that the Service Center will have to make a NEW Service Order. He asked a couple of times if there was more than 1 phone on this Protection Plan......NO there is not! Bani tells me that I will get a call back in 24 to 48 hours.
EMPTY PROMISES AGAIN
11/22/14 12:43 PM - Nichole - Geeksquad Manager at Best Buy in Garner
I relay all the info from my last call to Nichole. She tells me that she is going to talk to her General Manager, Mike {removed per forum guidelines}, as soon as he get out of New Employee Orientation. Nichole seems genuinely concerned about this problem and asked that I give her time and she will call me back. Ended call at 12:57 PM.
11/22/14 4:00 PM (I think) Voicemail from Nichole stating that I need to call someone else. ***At least she called back!!
11/22/14 6:00 PM - The number I was asked to call routed me to CANADA! Julian (in CANADA) said he didn't know why I was calling him and transferred me to someone else - Jennifer.
11/22/14 ?? PM - Jennifer said that she COULD NOT RESOLVE this issue and gave me yet another Case ID {removed per forum guidelines} with a PROMISE TO CALL BACK IN 24 TO 48 HOURS. NO CALL BACK!!!!!!!!!! NO RESULOTION!!! EMPTY PROMISES AGAIN
11/26/14 10:50 AM - Ann - customer service rep. After reviewing this file, Ann could find NO SERVICE REQUEST. She recommend that I go to BestBuy.com and use the "contact us" to let them know about the issues. She then told me to expect a call back in 1 to 2 business days. Ann also gave me yet another Case ID {removed per forum guidelines}.
11/26/14 12:44 PM – Nichole, Geeksquad Manager at Best Buy in Garner, NC Nichole said that the order needs to be “recreated”. This CANNOT be accomplished because they already have the phone which Nichole agreed. Nichole is to once again call someone in the corporate team……. Called ended at 12:57 PM

Bill,
NO PHONE, NO SOLUTION AS OF TODAY 12/9/14
You can add this to the previous post. All the information should flow time wise. I'm pretty sure I'll not hear back from you, since everyone is too busy to take ownership of this problem. This started WAY before Black Friday and continues WAY after Black Friday. I responded to Derald......AT NO TIME HAS THIS ACCOUNT BEEN IN QUESTION. An address change at the bank was needed on the card. Even IF this account had not been paid in December IT WOULD NOT AFFECT THE OCTOBER REPAIR! How dare Best Buy use that tactic as yet another ploy!
11/26/14 – As of today after I posted to Facebook Brian {removed per forum guidelines}, Market Service Manager, is aware of this issue. Brian {removed per forum guidelines} is obviously someone with enough clout to resolve this issue (I believe he is a regional or district manager).
Email sent:
Sent: Wednesday, November 26, 2014 3:56 PM To: '[email protected]' Subject: Need help!!
11/28/14 ?? PM - I called Nichole at Best Buy in Garner, NC. Nichole was too busy to come to the phone. I was told she would try to call me back tonight or tomorrow.
11/29/14 1:09 PM - Nichole returned my call from Friday and left a message. She apologized for not getting back in touch with me yesterday (Friday). Nichole said she has yet to hear anything back from the escalation team.
12/1/14 2:43 PM – Nichole is at lunch. I asked to speak to Michael {removed per forum guidelines}, GM for the Best Buy in Garner, NC. Michael is not in today. – I left a message for Nichole to return my call.
From: Facebook (Best Buy) [mailto:[email protected]] Sent: Monday, December 1, 2014 2:14 PM To: Jacqueline {removed per forum guidelines} Subject: RE: Need help!!
Hello Jacqueline,
Thank you for contacting us. I am sorry to hear about the issues with having the phone serviced. I have a couple of questions for you before I proceed. Under whose name is this phone and the Geek Squad Protection Plan and is their monthly payment plan up–to-date?
Please reply at your earliest convenience. Thank you.
Derald, Social Media Specialist
ECC Social Connections & Innovation
Best Buy Co., Inc.
Reply Email:
From: Jacqueline {removed per forum guidelines} Sent: Monday, December 1, 2014 3:35 PM To: 'Facebook (Best Buy)' Subject: RE: Need help!!
This phone is in the name of: XXXXX
The phone number associated is: 919-XXX-XXXX (please refer to any of the Case ID numbers below)
There is NO MONTHLY payment for this plan.
****Derald asked that I “Please reply at your earliest convenience”. Wonder how inconvenient it is to resolve this issue for these folks!!
12/1/14 5:05 PM – Nichole called me back. Nichole has still NOT received any information to be able to resolve this issue. Nichole is THE ONLY PERSON at Best Buy or Geeksquad that has bothered to contact me or help me in any way. Her hands are obviously tied.
12/2/14 Michael {removed per forum guidelines} – I CALLED, yet again, to the Garner, NC Best Buy and asked for Nichole. After being on hold quite some time, Michael {removed per forum guidelines} come on the line and tells me that he has NO NEWS about this problem!! Nichole has obviously sent my call to him rather than answer me. Michael states that he WAS GOING TO CALL TODAY (this call was made late afternoon). Still no phone OR anyone with enough sense to be able to get through the system and figure this out.
12/2/14 4:45 PM – Nichole calls me and tells me that XXXX’s credit card needs to be updated in order to process this claim…….WHAT?????????? So, we run to the bank before they close (note the time) and get the credit card address information updated. We have recently moved and I have been telling whoever I talk to about that in case the REPLACEMENT phone had been sent to the wrong address. REMEMBER, the first empty box came to the NEW ADDRESS. Also, I gave the NEW ADDRESS to Michael {removed per forum guidelines} yesterday!!!
12/2/14 5:?? PM – I called Nichole to let her know that the credit card address had been updated today. She was looking for a way to email someone to let them know, because she had NO OTHER way to contact the escalation team, no phone number…..REALLY?
12/3/14 Response from an 11/26 post:
Bill-BBY
Senior Social Media Specialist
Posts: 3,983
Topics: 279
Kudos: 153
Blog Posts: 18
Solutions: 171
Registered: ‎10-10-2012
Re: How do I file a complaint to Best Buy?
‎12-03-2014 02:47 PM
Hello jlippard-
I absolutely apologize for the lateness of this response. We are extremely backlogged from the holiday and Black Friday and trying to catch up.
It certainly sounds like you are experiencing an extremely frustrating situation and I am truly sorry to hear about the issues going on with your phone. I saw that you had also reached out to us through our Facebook channel and my colleague Derald was able to respond to you. I believe that he is waiting on some information from you to proceed, so if you have not yet replied to him, I would encourage you to do so. Hopefully he can help you sort this all out and reach a resolution for you.
Thanks for connecting with us.
Sincerely,
Bill
Seems they are too busy (really, since October) to handle this and one hand doesn’t know what the other hand is doing. I had already responded to Derald and have received NO RESPONSE BACK.
12/5/14 – Afternoon – STILL NO PHONE HAS ARRIVED AND NO ONE HAS CALLED! I called Nichole, Geeksquad Manager, Garner, NC Best Buy. Note that Nichole is the MANAGER! Nichole has received notification that they are TRYING TO SOLVE THE ISSUE! I’m very angry at this point! Up until this call, I have been very respectful AND extremely patient! I said to Nichole “what do I need to do at this point, call the media? WRAL 5 On Your Side? This is BEYOND belief! THE ABSOLUTE WORSE CUSTOMER SERVICE I HAVE EVER ENCOUNTERED! Nichole agreed that I have been respectful and patient and that SHE would also be very angry. Nichole said she would be angry as a Mother and as a customer.
12/8/14 - WELL BLESS MY SOUL! A package arrived today to the OLD ADDRESS! The box is EMPTY, NO PHONE! Nichole had previously told me that the “escalation team” was going to RE-CREATE” the service order. Nichole told me this WOULD NOT WORK BECAUSE THERE IS NO PHONE TO RETURN. They already have the phone! I call Nichole, Geeksquad Manager, Best Buy in Garner, NC. Nichole, with an big ‘ole attitude, tells me that because I said I needed to contact the media, she could no longer discuss this with me or help me. Nichole told me to call 1-888-Bestbuy.
12/8/14 4:04 PM – 888-BestBuy - Rebecca in sales department. Rebecca put me on hold for a bit trying to get a manager to help me. She was obviously concerned after pulling up this account and seeing just how bad the customer service has been. With Rebecca being in sales, I guess she gets it. Rebecca hands me off to Catherine. Catherine apologized for the way I’ve been treated and seems to be very concerned about this as well (some I’ve spoken with seem concerned, but NO ONE can ACT – the GM in Garner NEVER SEEMED CONCERNED). Catherine tells me that it would be a good idea to go to the UPS store and get them to track the phone sent on 11/5/14! Really…we have been told the phone was received! We have also been told the serial number did not match…….. Catherine tells me that it is NORMAL that the serial number doesn’t match if there has been prior repairs (which there has been). ANOTHER PROMISE TO CALL BACK IN 24 TO 48 HOURS. Another day……….. NO PHONE, NO RESOLUTION!
47 DAYS, 30 documented phone conversations (some not even documented), MANY EMPTY promises of a CALL BACK, Delayed or NO email responses and COUNTLESS hours (mine and theirs) NO RESOLUTION from anyone!!! Paying for a SmartPhone plan for going on 2 months with NO SMARTPHONE! The amount of time they have wasted taking my calls would equate to just giving me a new phone! My time would equate to 3 new phones. The amount spent on a phone plan service that can’t be used is ridiculous. This Geeksquad plan is and has been in good standing for the entire duration of this issue. The madness just doesn’t stop!
The amount of money WASTED on this one issue is unbelievable! Corporate Best Buy and Geeksquad are spending untold thousands of dollars with POOR MANAGEMENT such as this and passing on the expense to the consumer!!
If you're planning on shopping/purchasing at #bestbuy or using #geeksquad this holiday season, consider this post on customer service. Imagine how you would feel if a family member or friend had to deal with this type of service, especially for a gift!!!

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

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
Private Message

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
Private Message

Best Buy needs to reevaluate customer service.

First, let me start by saying that I have always bought all my major appliances and electronics from Best Buy, but that may change soon. On November 30, 2014 I ordered a Whirlpool Convection over the range microwave and a French door Samsung refrigerator. We had the microwave delivered to our house and it arrived on December 9, 2014 with a dent in it. So we returned it to the Avon, IN store where they reordered it delivered to the store so that it wouldn't be damaged. The new one arrived and we got it home to find it also damaged, so we returned it to the store and asked for a refund as we did not have time to deal with it at that moment.<br>Our refrigerator was delivered on Saturday, December 13th. We were first emailed that it would be delivered between 11:30am and 1:30pm, then got a call saying 12:30-2:30pm. When it did not come by 2:30 we called and they said that they always showed it as being delivered between 2:30-4:30pm. The refrigerator was delivered at 6:00pm with no apology. When I called customer service about this the lady told me that yeah in the last year Best a Buy had been going downhill and she wasn't sure why, is that really what you want your reps telling your customers? Then 4 - 6 days later the refrigerator stopped working while my husband and I were out of town on vacation. Our grown daughter found it after it had not been working for a couple of days, everything was spoiled by the time she found it. She called customer service and tried a couple of recommendations but it didn't work and the technician recommended that we request a replacement. I immediately called customer service on December 19th and was told they would deliver a new one on the 20th. My daughter waited and never got a call, so around noon she called and they told her they couldn't possibly deliver it as they did not have it in stock. NICE! I then tried calling customer service several times and kept getting cutoff, so gave up as I was traveling. On the 23rd I spent over a hour and numerous attempts to talk to customer service, I kept getting cutoff and then having to start over the whole process. Finally I got a gentleman who was extremely helpful and my refrigerator is now scheduled to be delivered the 29th between 1:30-3:30, do I really expect it to show - NO! I then asked the gentleman to reorder the microwave that was previously returned at the original $399 price, he was checking but didn't see a problem with that. Guess what, he cut me off when he put me on hold. So here I go again, next customer service person verifies refrigerator is to be delivered on the 29th, nope I still won't believe it until I see it. When I ask about reordering the microwave for the sale price, they said no, even though I had went through the whole story with them. THIS IS ABSOLUTELY ridiculous, I am asking for a $50 price discount for all the troubles I went through and my business isn't worth it to Best Buy. I did not buy it since they couldn't give me the $50 off and I can buy it anywhere at the same price, I will take my business elsewhere. I think you all need to revisit your customer service and what you want to do to retain a valuable customer. If the refrigerator doesn't show up on time tomorrow I won't be here and I will use social media to tell my story.

Hello Zebo welcome to the forums!
I'm sorry to hear that you had a bad experience about your delivery of your appliances. Kitchen appliances are a big purchase and it sounds bad when one gets a damaged unit. Please note that your posting will serve as receipt of a Best Buy staff acknowleding your troubles, and as long as you are subscribed to this thread, if you encounter any further troubles, please post back here and let them know, you will continue to receive email notifications when a BBY Staff responds to your inquiry.
Best Buy is a little bit backed up right now considering the end of the holiday season so you may encounter a delay in an official reply from them.
Your patience is greatly appreciated and I'm hoping for the best on your replacement delivery on your kitchen wares
*******DISCLAIMER********
I am not an employee of BBY in any shape or form. All information presented in my replies or postings is my own opinion. It is up to you , the end user to determine the ultimate validity of any information presented on these forums.

Best Buy, what is a loyal customer worth?

I have never written this type of message before but I felt this to be important for Best Buy to read. I was in retail for 37 years. I started out stocking shelves and ended my career a Senior Director. What I experienced in the last 3 days over a cell phone purchase with Best Buy is certainly why businesses today are not truly worried about developing loyal customers.
I was in the market for an i-phone 6 plus and went on line searching for any kind of deal on this phonefor Christmas. On Best Buy.com in bold print was the offer, "Receive a Free $150 Best Buy gift Card when you purchase any Verizon Smartphone with a NEW 2-year or Edge activation." I printed off this copy and went in to a store and asked about the promotion. I was told they had none of the phones, the deal was over on Friday so there was nothing they could do. I went to another store and got the same story. Feeling defeated I went home and got back on my computer and there was an e-mail from Best Buy saying I left this phone in my cart, are you still interested? I decided to call customer service and ask about the promotion and if I could get the phone. I got a guy named Ralph who said he was familiar with the promotion. They had phones to order on line and would help me all the way through. He did say that he was not sure if this meant just for new customers, but he said it does not say that so I will go through your purchase with you and make sure you get the gift card.
He helped me all the way through and said at the end of the transaction was when they would get me the gift card. At the end, the gift card offer still did not come up and he said, "now I see in my notes you will receive an e-mail from us within 4 hours with a link for you to get the gift card." Well, that did not happen. I waited for Friday after Thanksgiving and called customer service. This person said you get the gift card when you activate the phone. Just take the phone to the store when it arrives, activate the phone and that is when you will get the gift card.
My new phone came today and so I took it into Best Buy. I handed the associate my printed copy of the promotion and my phone and told him, I wanted to activate the phone, but only if I was going to receive the $150 Best Buy gift card. He proceeded to tell me that the promotion was last week but the "New 2-year activation" was only meant for new Verizon Customers. I asked him where it said that. He said "that is what it means" the Verizon person told us that. I again tried to tell him, I would be signing a "new 2-year activation" with the activation of the phone but I was already a Verizon Customer. He said that is an upgrade 2-year activation, not a new customer 2-year activation. I again pointed out that this distinction was not made in the add. He called his boss. His boss said the same thing that the add "meant" new customers. I said so it does not say that but I am supposed to know what it means. He told me this was a Verizon promotion and that is what they told him. So I asked if I could take this over to Verizon and would they honor it? His words" they won't, they are worse than we are."
At this point I could not beieve my ears and I said I will just return the phone. This $150 Best Buy gift card, that would be used on your merchandise with your margins would maybe have cost you $75. I will probably not purchase anything at Best Buy for a long time unless I have to. My story will certainly be discussed at gatherings as we all talk about our Christmas shopping trials, good deals and bad experiences. Best Buy, was it worth it? Do you even care? If you want to make this right, you can e-mail me at the e-mail address associated with my "unboxed" account.

Hello putter,
Welcome to the forum. I'm very sorry for the delay in replying to your post. It's always a smart idea to look for a good deal when you are ready to upgrade your phone. It sounds like you received conflicting information when you tried to take advantage of the promotion, and I sincerely apologize for any frustration, and disappointment this has caused. I also hope I can provide further clarification.
Per the terms and conditions of the promotion, which you can view in the link MMaier kindly provided, it states: "Valid only for customers NEW to Verizon." I'm very sorry if the agent that helped you when you called was not aware of this information. Using the e-mail you registered on the forum I was able to locate your information, and viewed that you have since returned the phone. Are you still interested in purchasing a new phone? Is there any way I could further assist you? We truly do appreciate our loyal customers, and I assure you I will also be documenting your comments for further employee training.
Thank you again for posting here on the forum, and I hope you will give us another chance in the near future to offer you a much better experience.
Respectfully,
Maria|Social Media Specialist | Best Buy® Corporate
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