Done With Best Buy, Thanks to TRE

Bought a $40 memory card for my wife's camera a few days ago. Found a better deal online (surprise surprise) and returning the memory card--unopened--the next day. The rude, obnoxious clerk (typical of what you find at BB stores these days) bluntly informed me---in front of 10 other people standing in line---that this would be the last return I would be allowed to do for 90 days because I return too many items to the store. Wow. First, I rarely return anything to BB stores unless it's a defective product---like the iPhone windshield mount that I had to return 3 times before finally getting one that didn't stop working a week later. I've certainly never bought a TV on Super Bowl weekend, just to return it on Monday. I'm certainly no fraud/scam artist either.
If you are going to insist on treating your customers this way, fine. I can tell you how I feel about that by speaking with my wallet. It cost you a sale that night, since I had items in my hand to purchase before being embarrassed in front of a dozen people by a clerk and some obscure rule/software program that is obviously flawed. You guys must not be paying attention to trends as they relate to electronics sales....there's a reason you're the only dinosaur left...and with policies like this, your time is going to run very short indeed.
You can bet I'm going to Twitter/Facebook on this as well...

Good afternoon FortWorthGuy,
Welcome to the forum! While I wish you had better cause in posting, I greatly appreciate you sharing your experience with The Retail Equation with us. It’s regrettable to hear that you may have found the memory card for your wife’s camera elsewhere for a better deal; enough so that you felt it warranted returning it.
The Retail Equation (TRE) is a separate company from Best Buy that we, as well as many other retailers, use to monitor returns and exchanges on an individual level. The information collected to monitor these returns and exchanges is electronically secured in accordance with state and federal laws regarding customer privacy. For more information about The Retail Equation for Consumers, you should feel welcome to visit their website here.
I apologize if you have found this policy to be a deterrent to shopping with us, and hope that you will provide us a chance to win you back in the future. It is certainly not meant to cause this reaction, and I am truly glad that you've chosen to provide us with your feedback. If you should have any questions, please let me know!
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

Similar Messages

I dropped my iPhone 4s and the back cracked and it now will not turn on. I was wondering if anyone could give me an estimated price to fix it. Thanks. And I do have insurance on it with best buy. I'm with Verizon so I don't know what way would be cheaper

I dropped my iPhone 4s and the back cracked and it now will not turn on. I was wondering if anyone could give me an estimated price to fix it. And I do have insurance on it with best buy. I'm on Verizon's phone plan so I don't know if it would be cheaper to have it fixed with Best Buy or Verizon. I cracked my iPod a little bit ago and got a refurbished one for free with the insurance on it but I don't now if it would be different because it is a phone. I don't know really anything about this stuff so any information that could possibly help me is greatly appreciated. Thanks.

That's only for the iPhone 5. On the 4 and 4S, they can repair the back glass in store for $30. They will not replace the display on a 4 or 4S. They must replace the entire phone. Replacing the display on them requires disassembling the entire phone, which they will not do in store.

Upgrading with Best Buy

Hey guys one question this last time, if i upgrade with Best Buy is there any faults or anything else associated with it? Before i attempt to get an ally phone..or something free

When you upgrade through a third party, be aware that you are signing, effectively, two contracts ... one with Verizon, and one with the retailer. Read carefully, know the limitations and restrictions that go along with the retailers "deal", and if you can live with that, then get the deal.
Many times you cannot make ANY changes to the plan for 6 months (increase minutes, add texting, etc...) or swap phones on the line without getting slapped with the ETF. As long as you are aware of and OK with what you are agreeing to, Best Buy may well be your Best Buy . . .

Done with worst buy warranty is worthless

My wife urgently needs the POS phone she bought from worst buy in August 2013. She is stage four cancer and HAS TO HAVE A PHONE.
Galaxy three will not charge, we have tried different chargers and we swapped her battery into another phone and it will charge there.
The problem is the phone!!!
Worst buy solution? Send me a shipping box that I wait DAYS FOR! Ship the phone back, waiting more days, then wait for you to send a replacement???????
OR I CAN LET YOU CHARGE MY CARDv250.00 and wait for you to return it?????
My daughter and son in law just bought two more phone..... what lousy service.
I should have remembered the micro wave incident we had a few years back with this crappy outfit

Hi Testcase448,
I honestly am sorry your wife’s Geek Squad Protection (GSP) is not meeting your expectations. The first option is for us to ship a box to your wife, she ships her phone to us, and we then ship a replacement to her. The second option is for us to ship a replacement phone to your wife, she then ships the defective phone back to us, and once we receive the defective phone we release the $250 hold fee authorization for her bank account.
These really are the only two options we would be able to provide. I would love to look into this further if you send me a private message with the GSP# for this phone. 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

Upgrading a phone with Best Buy vs. Verizon Wireless directly

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

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

Done with Motion 3 - Thanks to Ripple...

Thanks to Ripple Training's tutorials on the Motion 3's 3D elements:
[Mono|http://www.kultfactory.com/mono.htm]
Sincerely,
Andrew
Message was edited by: Andrew Winter1

NICE!
Thanks for sharing,
Patrick

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 exchange with rewards certificate issue

Hi,
I have been a loyal customer of Best Buy over the years and go out of my way to shop there for my electronics. I hope someone can assist me with my problem. Below I have given a brief synopsis of what is going on. Thank you for your time.
On 01/10/15 I purchased a Bose headset using some of my best buy rewards certificates and the rest of the balances on my credit card. I forgot to use a $50.00 gift card that I had received, towards the purchase that day. On 01/13/15 I returned to the same store to ask that the receipt be credited and re rung so I could apply my $50.00 gift card. The customer representative advised that since I used best buy rewards certificates I would not be able to do the exchange since the rewards take 8 days to return to my account. I asked if the rewards could just go onto a best buy gift card and he stated they were not able to. I had no intention of returning my item; all I wanted was to get the $50.00 gift card applied to my receipt. Instead I was forced to return my headset and now wait 8 days to then repurchase the same headset in order to be able to use my best buy rewards certificates plus my $50.00 gift card. I find it ironic that best buy is willing to take in a returned item (never intended for return), make customers wait 8 days, and then have the customers travel back to the store to buy the same item over again just to be able to use their rewards certificates that were returned.
I did advise the customer service representative of how absurd the process is and he stated “I know I’ve been dealing with it for the entire holiday season but this is the only way it can be done.” Best Buy should really take a step back and look at this process since they are incurring a loss on the returned product and the overall poor customer experience.
Thank You

Hi jonchiarito,
Thank you for signing up for the forum and connecting with us.
I can imagine feeling frustrated after hearing that your certificates would be returned to your My Best Buy™ account, which may cause you to have to make another trip to the store to redeem them. The only way we could have applied the $50 gift card to your existing purchase is to process a return and repurchase, which would cause the certificates point value to repost to your account. Since certificates have no actual monetary value, they cannot be put onto a gift card.
It can usually take between 3 - 6 business days for a certificates point value to repost to a member's account following a return, and it pretty common for the point value to repost the same day that a return is processed. I looked over your My Best Buy™ account using the email address you registered with the forum, and from what I can see, the point value for the certificates you redeemed reposted to your account yesterday following the return. It may take 24 hours for your account to update though.
If after 24 hours you for some reason are unable to access those points or if you have any other program related questions, then do not hesitate to send me a private message and I will see what I can do to further assist. You can send a private message by clicking on the blue button in my signature labeled "Private Message." Also, please feel free to post any ideas or suggestions you have to the IdeaX section of the forum.
Returns When a My Best Buy™ Certificate was Used
I hope you enjoy the rest of your day.
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy has Zero iPhone4s but the AT&T store NEXT DOOR has 80 (with more arriving!)

Best Buy in Mount Laurel, NJ (1400 Nixon Drive) has ZERO iPhone 4s as of 6 PM on 6/28. Despite preordering on the 15th and I am still waiting with no word on when my phone will be in.
So I call the AT&T store that is located NEXT DOOR @ 1420 Nixon Drive. I mean it is literally right next door in the strip mall. I'm told that they received 80 phones today and are expecting a shipment of 60 to 80 MORE phones tomorrow. The rep told me that they will have extra phone for walk-ins, but it's going to be first come-first served, etc.
I mean, C'MON! It's like a bad joke.
I've heard the arguement "it's not us, it's Apple" from Best Buy, but I guess I'm not clear on why Best Buy seems to have no leverage to get their pre-orders expedited.
Heck, I don't understand why Best Buy can't, at minimum, get a straight answer from Apple about where/when Best Buy will be getting replenishment stock.
As a customer, I don't care who's "fault" it is - in my opinion, it's Best Buy's fault. Obviously, there's no universal shortage of iPhone 4s when the AT&T store is getting extras and Best Buy can't fullfill it's preorders from the 15th.
IMO, the problem is that Best Buy must have a pretty weak relationship with Apple to be treated this way. As a small business owner, if one of my suppliers was jerking me around like this, I'd sever the relationship. (Sure, I know this is more complex, but the principle is that Best Buy has a bunch of angry customers due to Apple's lack of support. That's a BAD business relationship, when your partners force you to lose crediblilty with customers).
I'll never pre-order from Best Buy again. But you can blame Apple for that ...

It simply amazes me that Best Buy continues to point fingers away from themselves. I understand the RS situation. They've never been what I'd consider an outlet for this type of situation. While sad, RS's ineptitude doesn't surprise me. Best Buy's does.
That tells me there are more fundamental problems with Best Buy. They either don't have a good relationship with their vendors (in this case, Apple). Or, they really don't have a handle on inventory and shipping basics. Maybe, as has been suggested, there's something amiss with employees taking the customer pre-orders and putting their family and friends in front of them. Still, this has happened at seemingly every Best Buy store. That tells me the problems with Best Buy are very widespread.
As I posted before, I just walked into an AT&T store yesterday and bought a 32GB iPhone 4, no reservations. Others have reported doing the same. AT&T probably has fewer stores than Best Buy. And, from what I can tell, have smaller iPhone stock than Best Buy. Yet, they handled it much better.
All pre-orders were filled first. Then, walk-ups were allowed to buy. No employees were allowed to buy them, under any circumstance, for anyone, until the customers were taken care of first. Simple concept. Apparently, too simple for Best Buy to understand.

Is there any obvious benefit to buying my imac from the apple store vs. Best Buy? Saves $40 so I am contemplating not haggling with crowds at Apple Store. Any thoughts?

is there any obvious benefit to buying my imac from the apple store vs. Best Buy? Saves $40 so I am contemplating not haggling with crowds at Apple Store. Any thoughts?

Return policy may be different from Apple's vs Best Buy. Regardless of crowds, only buy from Apple. Dealing with Best Buy in the future, if there's a problem it may not be worth what you believe to be a $40 savings.
You can make an appointment in advance at the Genius Bar.
Apple Retail Store - Genius Bar

Best Buy Delivery - OPTIMA - YUK

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

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

Best Buy Smash Preorder Bad Experience

I sent the following email to Best Buy regarding my bad experience when I went to pickup my Super Smash preorder. After hours of being on hold and being transferred to countless different people, the final explanation I was given is that Best Buy can at any time cancel a pre-order, so I had no recourse. Here is the original email I sent:
"I was writing to make bestbuy aware of a very unfortunate situation that I encountered tonight at my local best buy (Las Vegas, NV, Summerlin location). I preordered the $99.99 bundle of Smash Brothers Wii U in store, putting $5 down to reserve a copy. I have my best friend in town tonight to play Smash this weekend, so I was really excited to get off work and go grab my copy. Unfortunately, once I got to best buy, they told me that they sold my copy to someone else accidentally and that they didn't know if they would ever get another shipment. They offered me no recourse except to wait and see if another shipment came in. After driving around for a couple hours I finally found a place that still had a bundle and purchased it. It was a horrible experience and makes me regret becoming part of Best Buys gamer club. I would have gotten 20% off at Best Buy with my Gamers Club Unlocked Membership, but I had to get it at Fry's instead and paid full price. I tried to find it at another Best Buy but all of the ones in Vegas were sold out.
I would appreciate if Best Buy would, at a minimum, refund 1.) the $5 preorder I put down on the game and; 2.) the $20 discount that I missed out on with my Gamers Club membership because I had to go purchase it at Fry's. I have usually had good experiences with best buy, but this one has really soured me on buying my games at Best Buy and would hope that you guys would make sure something like this doesn't happen in the future. Preordering games is to ensure that you get a copy when it comes out, it is not a source for free money for Best Buy. I can provide any documentation you need and I look forward to hearing from you."
After talking to many different associates for countless hours I am done trying to get anything for this nonsense. The last person I talked to told me to put down the full money instead of $5 next time and this might not happen. Best Buy has lost a loyal customer because of their policy.

Hi Vote4link,
As a Super Smash Bros fan myself, it’s truly disheartening to read of your pre-order experience. Having a friend in town to play over the weekend, only to find out that your copy isn’t available at our store, is understandably frustrating and I’m very sorry if that is what happened here. While it sounds like you found another option to acquire the game, I regret hearing that it wasn’t at Best Buy!
Like zztoluca said, if you pre-ordered and your copy arrived at the store, it should have been held for you. If this didn’t occur, it was a store error and this is the last thing we want for our gamers, especially those who are members of Gamers Club Unlocked. With that, your $5 deposit will automatically be refunded to you if you don’t fulfill your pre-order within eight days if it was created on BestBuy.com, five days if created in-store.
I’d like to ensure your feedback is seen by leadership at the store, so if willing, please send me a private message and include either your BestBuy.com order number, or the Customer Service PIN located on the bottom of your in-store pre-order receipt. You can send me a private message by clicking the link in my signature.
Thanks for sharing your concerns with us and despite the circumstances, I hope you’ve been enjoying Super Smash Bros.
Brian|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 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

I am locked out of my account and can't use my Best Buy points

Hi,
I am an Elite Plus customer and really upset with Best Buy as they decided to lock me out of my account due to an audit and I can't use in inspite of having $2000 in my account that I bank. I called Best Buy 3 days ago after receiving an email that my account had been updated and they decidid to do an audit and lock my account without informing me. I keep getting "check in 24hrs" message since 3 days and it doesn't let me issues certificates. I found out after calling Reward Zone that my account was updated as I was re-enrolled in the Elite Plus program. I keep getting a response from Reward Zone that corporate is auditing my account for fraudulent activity. While I appreciate that, I don't expect them to shut me off my account for more than 3 days when I need to purchased items using my $2000 worth of banked points. This is RIDICULOUS and noone from Reward Zone wants to take ownership of this issue. I just spoke to the manager named Kenya Case ID: {edited per forum guidelines} and all she did was directed me to the website and asked me to email corporate. This is complete NONSENSE and expect a professional company like Best Buy to figure out their processes and not shut out customers from their program without informing them. I am hoping that someone from the right department can pick this up and resolve this issue as I need to purchase items this weekend and am sick of seeing the "check back in 24 hrs" error.
I am a loyal customer of Best Buy but things like this makes me reconsider my decision of buying things from Best Buy again.

Good afternoon VJ, and thank you for your patience,
I would like to discuss your My Best Buy™ account with you, so I will be sending you a private message. To check your private messages, please make sure you are logged into the forum and click on the yellow envelope icon located at the top of the screen.
Warm Regards,
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Done With Best Buy, Thanks to TRE

Similar Messages

Maybe you are looking for