Damage control Best Buy!******​*****!

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

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

Similar Messages

  • Best Buy Damaged Tv

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

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

  • My laptop had water spilled on it 3 days ago, I let it sit as instructed by best buy . I am on it right now but the mouse movement isn't smooth anymore and it is slower. The first time I turned it on it didn't respond at all, how bad is the damage.?

    My laptop had water spilled on it 3 days ago, I let it sit as instructed by best buy . I am on it right now but the mouse movement isn't smooth anymore and it is slower. The first time I turned it on it didn't respond at all,can anyone tell how bad the damage really is without actually seeing it ? Do you think maybe it will be just a simple repair or am I looking at a whole new logic board?

    Until you take it in so that a technician can look at it, it is all guessing and nothing more.
    Allan

  • Received Damaged Collectors' Edition item (damaged in-store by Best Buy staff)

    Order Date: 03/19/2014
    Product: South Park The Stick of Truth Grand Wizard Edition Windows
    Order Total: $87.19
    Dear Best Buy,
    My name is Arthur.  I am a frequent, loyal/long-time customer, and Best Buy Elite Member.  I recently placed an online order for a Windows/PC game, “South Park Stick of Truth: Grand Wizard Edition (Collectors’ Edition).”  The game has been sold out since its release, early this month, but I excitedly managed to order a copy online from your website and had high expectations/anticipation to be receiving a new/flawless copy, since this is a collectors’ edition.
    After waiting about 1 week for its arrival, after I ordered, I received an e-mail notification that my item was ‘ready for pickup.’  I rushed over to Best Buy in Glendora, CA to pickup my item, but to my disappointment, when the Best Buy customer service employee had pulled out my item from under the counter cabinet, I noticed my item had been placed under heavy items at the store location, which resulted in the collectors' edition box of my item being heavily damaged. I brought up the matter to the attention of the customer service person that was assisting me.  She offered to try to find a new item in stock to replace the box; unfortunately, she was unable to locate another new item.  She said she was sorry and that 'there was nothing else she could do to help me, being the item was essentially “out of stock” everywhere at Best Buy.'
    I hate to sound like a complainer, but I paid nearly $90.00 for a collectors’ edition product.  For a 'collectors’ edition product', I would have loved to/expected to receive a ‘mint/brand new’ product (including the box) to keep for as long as I own it.  However, this item, sadly, is very damaged and I’m highly disappointed that I spent so much money on what looks like a “used box, damaged item.”  If I had known I was going to receive a damaged product by Best Buy, I would have purchased it on Ebay, Amazon, or somewhere else, with the assurance that I would be receiving a “new, mint condition” product.  
    If there is any possible way you can assist me to remedy this situation, I would greatly appreciate it. At this point, I just feel very disappointed, and a bit cheated. I have photos of the damaged box if you need to see substantiation. Not sure I will be ordering such items online from Best Buy again, after today.
    Thank you,
    Arthur.
    Solved!
    Go to Solution.

    Dear Arthur,
    I know the excitement and anticipation that builds leading up to picking up a new video game! I am sorry if this feeling had to switch to disappointment and frustration when you received your game damaged.
    Normally stores only receive enough stock to fulfill the amount of collector’s edition preorders that customers placed for that store. This could explain the stores inability to replace it. The store associates should have been more careful with the products that were waiting for In-Store Pickup.
    I would like to get some more information about your store visit via private message so I can reach out to them with this feedback. To check your private messages, click on the envelope in the upper right-hand corner while you are logged into the forums.
    Warmly,
    JD|Social Media Specialist | Best Buy® Corporate
     Private Message

  • E3 2014 Announcements and Best Buy

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

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

  • BEST BUY CREDIT CARD DEBT PROTECTION SCAM!! BEWARE

    I, like several other BB account holders that have written regarding this same exact issue, have been scammed by the debt protection service - for over $1000.
    Upon signing up the the best buy card, I was somehow enrolled in the debt protection service. I certainly did not sign on for this service with any knowledge of doing so, and wasn't "asked" by a rep if I wanted the service.
    Very long story short, I had been charged for this service without my knowledge, to the point where I now have paid over $1000 for it. As others have pointed out, I am to blame for not being more diligent in regards to analyzing my electronic statements - but for my extremely busy lifestyle, that is the purpose of auto-pay. I know what my payment is supposed to be, and I trust that is what I will be paying.
    Once I realized that I had been charged for this service every billing cycle - I began calling Best Buy regarding this issue. My experience was identical to others who have experienced this debt protection scam. They pass me on to several different departments until I am beyond frustrated and exhausted from talking with all of these people and re-explaining my story over and over. Then in the end they always say that the issue will be looked into and resolved within 30 days. I've gone through many of these 30 day cycles. At an escalated level, they conveniently pass all blame onto Citibank as the single entity that controls the debt protection - so all responsibility is ignored by Best Buy.
    I've had a horrible experience dealing with this, and despite all of the calls and promises of it being taken care of, I am nearing the end of my time with Best Buy. They are not going to work with me, and I am going to pay for this service and be done with Best Buy for good.
    I'll probably receive a scripted response from a Best Buy "Social Media Specialist" as all of these identical complaints have received - stating in the message body "Citibank, N.A. is the issuer of your My Best Buy credit card account. Due to this, we don’t have access to their accounts". Again conveniently deflecting all call for action to Citibank. And I promise that Citibank and/or Best Buy will do nothing to resolve, or even try and help.
    You can say that I'm at fault and have to deal with the consequenses of unknowingly signing up for this service and not analyzing my statements more thoroughly - BUT isn't it interesting that so many others have had this same exact problem with Best Buy Debt Protection? Is it all just a coincidence - and are we all just ignorant people who can't manage their accounts? I believe this Debt Protection is set up in a way to do exactly what it has done to me. To take money from people. Upon doing all of the electronic sign-up for the account, it's convenient to sign up for paperless statements - and if you don't watch closely, they will slip and extra charge in there for you.
    For all new account holders - or if you are considering becoming an account holder - BE CAREFUL! Once they take your money they will have no sympathy for your situation, regardless of what it is.

    Hello edgars-
    Credit cards can definitely be a double-edged sword.  While at times they allow for greater economic freedoms, they also can cause untold headaches as well.  I’m sorry to hear that in this instance, the account protection service on your Best Buy credit card is the cause.
    Depending on how long ago you applied for your Best Buy credit card, the option to opt out or in for account protection would either have been a check box on the application or a sign off on the keypad in the store.  It’s disappointing to hear that at the time you applied, this particular section was not pointed out to you to make you aware of what you were agreeing to with the card.
    As you’ve stated, while the Best Buy logo is on the card, Citibank, N.A. is the issuer of the card and we don’t have access to your account to make any changes or refunds to it.  However, it is our goal to try assisting our customers with concerns regarding the Best Buy credit card.  If you can send me a Private Message with your full name, phone number, and mailing address, I will communicate this concern to them for review.  Generally they should contact you within 3-5 business days of when I submit this information to them.   Please keep in mind that I cannot guarantee any particular outcome from that review.
    You can send me a Private Message by logging into the forum and clicking on the button across from my name on this post.
    Thanks for connecting with us, 
    Bill|Senior Social Media Specialist | Best Buy® Corporate
     Private Message

  • Best Buy Associates lied about protection plan through Geek Squad

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

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

  • 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 is not a good business...

    I recently bought an iPad Air 2 from Apple.com, 3 days ago. I went into best buy to get a screen cover. The installer mishandled the new device and scratched it. I was a bit taken back, as I just bought this device for $700+ and took it in to be protected but walked out with the screen protector installed incorrectly and a scratch to the device. I asked what they would or could do and they offered a free protective case. I thought: "what's the point now? Yeah it will protect further damage but what about the damage done just now by the store?" I then asked if I bought a new iPad from them... could I return the broken one, they said no we can't do that, you will have to contact Apple. I then left the store and contacted best buy corporate on the phone who told me the same "we teach our technicians to use care so this wouldn't happen." So I again asked so "what can I do about this? it's a brand new iPad and I am confused as to why it cannot be replaced."
    He said no replacements, but maybe (and he said I can't make any promises.") I can talk to the store about potential reimbursement in the form of a $20 gift card. At that point I was quite surprised and annoyed but thanked him for his time and hung up.
    Best buy told me in a nutshell "oh we damaged your $700 device... Sorry, you snooze you lose."
    It amazes me on how a company like this treats their customers.
    I know people always say this when they have a bad experience at a store... But, I will never shop at best buy again, this was beyond poor service and business practice. I used to shop at best buy exclusively for electronics and am an "elite rewards member" but now i'd rather go to Walmart for electronics.
    Kal.

    Hello Kal,
    No matter how expensive, our customers should be able to trust us when their devices are in our care. It’s disappointing to hear that something went horribly wrong when you visited our Orem location, and it left you with an iPad in less than pristine condition.  I’m truly sorry for any frustration this situation may have caused.
    While I’m glad to hear an exchange was granted through Apple, I wanted to see if I may help. Using your email address attached to your forum profile, I pulled up your case with our phone representative, Kristan.  In a combined effort with her, and our general manager, Caralee, I understand that this matter has been resolved. If this is not the case, please feel free to let me know. I’ll be glad to answer any further questions or concerns you may have.
    Best wishes,
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Best Buy Willowbrook Store 214

    I purchased a 13" Macbook Pro from this store on January 26, 2013. The explained to the best buy employee that I wanted the 2 year warranty with the accidental damage protection, as this is the plan we get with all of our laptops. He agreed and I checked out. Upon leaving, I noticed the employee charged me for the 3 year plan, so I immediately went back to him and told him. He apologized and refunded me the cost for the 3 year plan and added the 2 year plan, and I assumed it was the same plan with the accidental damage protection except 1 year less. I never had to use my warranty until yesterday, after my laptop accidentally fell and shattered the screen and bent the shell. I went to the Best Buy in Humble, as it is the closest. They were very friendly and helpful, but at the end, the computer system asked for a payment. He took a look at my receipt and saw the plan was only the protection plan and not that ADH plan. He saw I originally was charged for the 3 year ADH, but then only given 2 year protection. He spoke to his manager and they told me to go to the store I originally purchased my laptop at and because they believe it was an employee error, the store should fix my laptop under their store warranty and cover my costs. 
    I then left the store and called the willowbrook store, as it is a drive and I didn't want to waste time driving there. I spoke to Bethany whom I explained my situation to and she then placed me on a few brief holds. She then told me that because my warranty was expiring in a 10 days, there was nothing they could do except charge me to fix my laptop. I asked why they could not fix my laptop under the store's warranty. She told me they could, but the charges incurred would be charged to me. I asked to speak to a manager and she told me she already spoke to 2 managers and that is what they told her. I again requested to speak to a manager. I was transferred to Spencer. Upon explaining the situation again, he told me there was nothing they could do. He said it could not be proven that the employee made a mistake, all he could go by is the receipt which says I purchased the 3 year ADH plan and then returned it and got the 2 year protection plan. I asked him if he discussed the plan he wanted with a sales rep and then saw he got something more and went back and got it exchanged, would he not assume he was getting the same plan but just one year less? He said yes he would, but as what is given to him, he can only see what I purchased and that his employee did not make a mistake. He told me he could not even prorate a refund because my warranty was expiring soon. I told him I was not looking for a refund and I was only trying to get my laptop repaired as I was told by the other store, could be done here. He told me that I signed off on the warranty and had the terms and conditions emailed to me so there was nothing more possible. I told him I did sign the warranty, which was for the 3 year plan, but when exchanging it, nothing was explained, nor was I asked for another signature. He said yes but again, you were given the terms and conditions. He also asked me why I did not question the big price difference between the two plans with only a year difference. I told him I was never given the prices or information, I only asked for what I wanted and when charged for something more, I went back and got it fixed (or so I assumed). I also told him I do not know what the prices are so I am not going to question the costs. He then told me that was all, he was not going to fix my laptop for me and with it only being 10 days away from expiring, there was nothing he was willing to do for me. 
    I was really upset by his service, he did not do anything to make the customer happy. I asked if there was a supervisor above him I could speak to and he said no they do not exist. I assured him that there had to be a district or regional manager I could speak to, if not then there was corporate as well. He said no there was not, nor was there a phone number or contact information he could give me. He told me he would give me corporate's number, but they did not handle these issues. I took the number any way and told him I'd give it a shot. That number was only the main number to set up appointments or purchase by phone. I still tried to reach a supervisor. I was transferred to different departments and call centers, but I patiently waited. Each person did not understand what I was trying to do, I only wanted to speak to a supervisor about my experience and how little help I was offered for a mistake by an employee. Each time, the agent on the phone went through my information and told me what kind of warranty I had. The second to last person I spoke to, Janelle, told me she would transfer me with the case ID number of {removed per forum guidelines}. She told me I did have ADH plan. I asked to confirm if it was the 2 year plan. She said yes it is the 2 year plan with ADH and expires on 01/31/2015 because I am given a grace period. She then transferred me to someone who asked for all the information again and put me on hold while he read the notes. He did not do anything with the case number. He then came back on the line and told me I was transferred to the wrong department and he would transfer me accordingly. I waited on the line for 10 minutes until the system told me the call could not be completed and to hang up. That was a total of 45 minutes to an hour gone to waste. I then tried to call the geek squad number to try to get a supervisor through them. I told the agent what I was calling for who then looked up my information and told me what plan I had. I told him that many people have told me that, I just want to speak to a supervisor. He said he would transfer me. He place the phone down, but did not put it on hold as I could hear other people talking. He then picked up and said the supervisor would get my call in a few minutes. He put the phone back down and I could hear people talking still. Finally he transferred me to where the call just kept ringing with no answer. I held on the phone for 5 more minutes as I was desperate to get this handled. Finally, after no one would pick up the other end, I hung up. 
    I am very frustrated and tired of going through different routes to get someone to help me. I am very upset and disappointed with the quality of service I was provided by the store and via the call centers. I would appreciate it greatly if someone could help me in my situation and contact me. 

    Hi Tbpatel,
    This sound like a terrible experience with us, and for that I truly am sorry. The Willowbrook store is correct that the damage to your MacBook is not covered unless your Geek Squad Protection (GSP) had Accidental Damage from Handling (ADH) coverage. Given these plans are underwritten by an insurance company we adhere strictly to the terms of the plan in question.
    I do have to be honest with you that going by your description of this the repair of this MacBook will most likely be at cost to you. I would like to look into this further into this and would truly appreciate it if you could send me a private message with your phone number, and your GSP number. To send me a private message click on the link in my signature.
    Thanks for posting,
    Allan|Senior Social Media Specialist | Best Buy® Corporate
     Private Message

  • Best Buy is a mess, or worse.

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

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

  • 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

  • Customer Service Issue Tyler Tx Best Buy

    I recently had the worst experience at the Tyler TX Best Buy. I sent an email via the website to the store manager.
    Below is what I sent.
    "I have been a loyal patron of the Tyler Best Buy ever since it opened and never have I been treated so poorly. I believe this needs to be brought your attention.
    Three or four days ago I came into your store and picked up a Nintendo Captain Falcon Amiibo figure. Upon check out I was told the item was put on the shelf by mistake and they WOULD NOT (was it necessary for the rude sales guy to emphasize "would not") sell it to me until it's release on 12/30/14. I asked him if there was anything that could be done, because it's not my fault your employees put it plainly on a peg for all the world to see. I was told there was absolutely nothing that could be done. The only option presented to me was to return today, on 12/30/14, and purchase the item then. I frustratingly agreed and went home and told my kid he would have to wait until the 30th. I have heard nothing but Captain Falcon from him since then.
    So I made sure I was the first person in the store today. I walked to the Amiibo section and, SURPRISE, there was no new products. I told the associate what I've written so far and he asked another guy who said to check the store room. I very patiently waited for him to return only to be told he could only find one of a different character. I explained again to him the situation and there was no way captain falcon had already sold out. I mean, I would assume the same practices are standard to each customer in the same situation, right? He asked me to wait a minute and I was soon met by a gentlemen in a black Best Buy shirt. (Great - they only send in the black shirts when some thing is wrong)
    He asked if I was the gentleman looking for the Amiibos and I nodded. He told me the character was spoken for already. I asked how that was possible and once again reiterated my story to him. I was met with a blank stare and a "yea." He told me, more than likely because he wasn't "too sure," that the item must have been placed back on the shelf and when somebody raised a big enough stink about it the manager let them put their name on it so they could return on the release date. Really? Street dated items are continually being put on the shelf? Needless to say I was floored. When I asked why these exceptions were made for others and not myself he told he didn't know. I said thank you and turned and marched out the store.
    Never have I been so disappointed and angry at the same time about customer service. When I asked if it was a possibility I was vehemently told no, yet other customers who complained got an edge up on a street dated item. I was going to elevate this situation to the district manager, but I will let you take care of that. I am extremely irate about this. Not to mention I had the explain the situation to the kid. I promise you I will NOT be returning to your store. This whole experience has left me with the most terrible impression of your customer service.
    I sincerely hope you take this opportunity to educate your subordinates on consistent customer service practices. "
    As of today I have yet to receive any kind of response. No we are sorry for wasting your time. Not even a simple acknowledgment of the complaint. This is truly infuriating. Will somebody please at least recognize the situation?
    Thanks for your help.

    Dear Brawdon4,
    Before coming to work at the corporate level, I was a member of leadership in our stores for years. The teams I was a part of were always seeking the voice of our customers by utilizing the customer surveys listed on the bottom of our receipts and through face to face interactions with patrons shopping in our store. I am sorry if your concerns haven’t been treated with the same haste or care up until this point.
    Items that have a hard street date are not able to be sold before that date. This can permanently damage or sever our relationship with the respective vendor. Stores are typically very careful of ensuring these products aren’t prematurely merchandised on the sales floor. This would explain why the associate was unable to make an exception on your behalf. However, stores are also instructed to not make unpaid holds for products as they usually create issues somewhere down the line. Much like it did during your return visit upon the products release date.
    While we are all human and accidents can happen, your frustration is completely warranted as this situation could have been avoided entirely. I have personally shared your feedback with the general manager of the Tyler, TX (store 246) location to be addressed with his leadership team for coaching and training. Please let me know if you have any other questions or concerns.
    Warmest regards,
    JD|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Misleading ADH Information Provided By Best Buy Associates

    Let me start by saying that Best Buy WAS my most FAVORITE store UNTIL walking into store on 03/08/14 in Alabama. I am a 31 yr old customer that has been purchasing electronics from Best Buy since 2003. The management and sales associates in the store I normally go to is AWESOME! Now I would be one of the first to say that "Yes, it seems that Best Buy's T&Cs on GSBT/GSRP/ADH Plans change often." Whenever I go into any Best Buy, I look at the little pamphlets that was given out when you purchased any GS protection plan. I notice they looked different from time to time. Maybe a different color or size. I mean, go to <http://www.geeksquad.com/protection-plans/terms-and-conditions.aspx> and look. It goes back to July 2007. Has it always been available online? Nope. The first extended warranty/protection Plan I purchased was on a laptop purchased in 2003 when I left for college. I don't see it on there. So it's very safe to assume they haven't always been readily available and from looking at previous comments and posts after googling "Best Buy ADH 2012," I see I'm NOT the only customer that has been mislead by the sales associates on ADH. Why not trust that the employees are explaining important details? I mean SOMETIMES you're handing me a pamphlet with the T&Cs and giving me misleading info that you claim is in there. But at the time I had every reason to trust and believe the associates are providing me with important details and accurate info that is found in what you're placing in my hand (I've been to MANY Best Buy's and purchased MANY things from each Best Buy depending on where I'm at at that time).
    In 2012 I bought two iPads (3rd generation). I bought one 16gb and a 32gb along with ADH for each one (one for my parents and one for myself). And like any electronic device I buy from Best Buy, I was ALWAYS told, "Don't forget to purchase the protection plan!" Well, if you look at my history, I ALWAYS purchased the "extended warranty" or "protection plan." Like I said, when I moved away for college in 2003, I purchased a brand new laptop, had GS to hook it up and also paid for the "extended warranty" as it was called at the time. I never had to use any warranties or protection plans I purchased. I purchased protection plans on the 2 laptops I bought, a washer and dryer I bought (that was stolen when I went on vacation) and also the new ones I purchased to replace the stolen set, a washer I bought AFTER I moved (because mine was in storage and I damaged my parents older washer by overloading it with a comforter) and even on cellphones I've had in the past. Basically, if Best Buy offered it on a device, I purchased it because I felt confident that if ANYTHING went wrong, Best Buy would take care of it. Why?? Because that's what I was told when I purchased it. Now, that being said, my parents are 66 and 70 and not in the best of health. Last year, my mom dropped the iPad and broke the screen. I was confident that Best Buy would replace it with a new device like I was told. I get to the closest Best Buy to me (which is an hour and fifteen away from home; the original store where I purchased them is two and a half hours away). The iPad still powered on but of course the glass screen was shattered. Who wants to use an iPad with cracked glass and risk cutting a finger? Well, low and behold, that store reprinted the receipt and replaced the iPad 3rd gen with a NEW iPad 4th gen (there were no more iPad 3rd gen at the store) just like the sales associates said. No questions asked. No hassle. No problem. I don't even work for Best Buy but yet ANYBODY I talked to (friend, family, stranger in the store), I would push "protection plan...get it!...it's worth it!"
    March 7th, 2014, while working, I accidentally dropped my 32gb iPad and cracked my screen. I had already made plans to go out of town on March 8th so I did my research and saw there's a Best Buy an hour away. I was confident that Best Buy would replace my device in store so that Monday, March 10th I would be able to go back to work and have a working iPad that's not going to slice and dice my fingers up. I get to the GS desk and I gave the GS agent my phone number to reprint my receipt so he could go ahead and replace my iPad. (Why was I so confident? My parents iPad was replaced with no issues). Well the GS agent proceeds to tell me that "Your iPad qualifies to be replaced with a refurbished iPad. Would you like to pick it up in store or have it shipped to your home?" Excuse me? Refurbished? Picked up or sent to my home? No no no. Now, I told him, "When I purchased the iPad (that I paid $599 for BRAND NEW) and the 2 yr ADH, I was told by the sales associate if anything happened to it, any Best Buy would swap it out in store with a new device that way I wouldn't have to go without." He proceeds to tell me, "The plans have changed. It might have been that way when you purchased it but the plans have changed since 2012." (Thank goodness I didn't go in the store by myself. I had two friends with me that heard all of this non-sense). Now it's always that if the T&Cs change after you purchased yours, they have to honor the T&Cs that you had from the beginning. That's like a cellphone company telling me "You cannot keep your unlimited plan because we don't offer it anymore." You can't do that. So because the company changed the T&Cs AFTER I purchased it, you're not going honor what that??? So I asked for a manager. The GM of the store comes. The same thing I explained to the GS agent, I repeated once again to the GM. He says the same thing the GS agent said. By then, I'm in shock and not only is my blood pressure going up, I'm getting more and more upset thinking about each and every ADH/GSBT/GSRP I purchased (and didn't use EXCEPT for one). Then my mind went to everybody that bought an ADH and was mislead with the same T&Cs shared by the sales associates. The GM then goes on to tell me, "Your iPad is still functional. You can keep it until your refurbished iPad comes in." I'm looking at my iPad and I run my finger across it and I feel sharp pieces of glass. I asked him "What if I cut my finger?" He then opened his mouth and let the CRAZIEST thing come out. He said, "I can discount a Zagg Invisible Shield for you if you would like." I'm thinking "what kind of FOOL does he take me for????" Seriously???? (1) You COULD replace it but you won't (which he stated it's at HIS sole discretion if he wanted to replace it or not but because the computer said send a refurbished one, he doesn't want to go against that) and (2) You want me to BUY a invisible shield that you're going to discount??? That's WHY I purchased the ADH (so I wouldn't have to spend any money later on if something happens to it). So I told him to go ahead and send it but I'm not happy about and I would call and complain about it. I now have to go to work Monday and Tuesday without the iPad I DEPEND on to do my job. I refuse to pay for a screen protector when I know the iPad could be exchanged there in the store.
    I NEVER thought I would live to say "I will NEVER EVER spend another dime in Best Buy or any affiliates they may have from today going forward unless the problem is resolved." I JUST spent over $1400 in Best Buy a couple of weeks ago on a PS4 (ADH as well), 3 PS4 games, an iPod Touch 32gb, a griffin case and a set of headphones. I will be canceling that ADH on the PS4 ASAP. It's not worth it. It's not worth the hassle. My friends that witnessed all of this have now been turned away from a business that I once loved. Is it because I told them to turn away? No. It's because they know that that is poor customer service and misleading info that was provided. They've even purchased ADH on devices they've purchased and was provided the SAME misleading information that I was provided (and I'm talking about three different stores providing each of us with the same exact information). I know that myself and the two other people that were with me today will not hurt Best Buy's business by not returning and buying electronics from there. But everyone knows that one unhappy customer will go back and tell a family member or friend what happened. And that family member or friend will go and tell another family member or friend that will tell another........it then turns into a chain reaction. Do I wish anything bad on Best Buy? Nope. What I do wish is that (1) my iPad is replaced with a NEW iPad 3rd gen or better (ain't no going back to a 2nd generation) and (2) Best Buy needs to retrain EVERY employee (manager, supervisor and regular associate) to make sure instead of saying "With ADH, if anything happens to it, bring it back to any Best Buy and we'll replace it in store!" the associates need to be truthful and say "With ADH, it is at our sole discretion to replace the device in store OR have a refurbished device sent to the store where you can pick it up when it comes in or either we can have it sent to your home!" But that's too much like being right. I now see it's all about getting a sale and getting numbers up. It's not about providing excellent customer service cause if it was, I would've walked out of that store with a new iPad. I am literally SICK just thinking of the thousands of dollars I've spent in Best Buy. Lesson learned though.

    Hello,
    There is very little more frustrating than having a device that you use every day develop a need for service, whether through defect or damage. I've had similar situations arise myself and been aggravated too. It's also important to live up to the terms of our agreements with you and our other customers -- in this case the written Terms & Conditions of the Geek Squad Protection plan you purchased. Further, it is imperative that we communicate how the coverage works accurately. I regret any miscommunication that there may have been about how the terms of your plan would be fulfilled.
    The Geek Squad Agent's choice of language was unfortunate. You're quite correct in that the terms of the plan do not change once it's been purchased. However, the process by which we fill those terms can be subject to change. We reserve the right -- as stated in the Terms -- to provide a refurbished unit to fulfill our obligation under the plan. 
    We cannot provide the refurbished unit to you without taking possession of the damaged unit. The Agent at the store should have been specific that if you kept the damaged iPad to use in the interim, the replacement could not be shipped to you, but rather to the store for this reason. Please know that I apologize for any inconvenience to you.
    Finally, I'm wholly disheartened to read that this experience may prompt you to change your future shopping destination. It is my hope that you will give Best Buy another chance to win you over one day soon. Thank you for taking the time to share your experience with us.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

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