Incorrect My Best Buy Points

Last month I purchase my first Macbooks Pro at Best Buy. At the time of purchase I had an awesome sales associate named Sam. As part of the promotion at the time of the sale, I was told that I could open a Best Buy credit card and would receive 10% of my purchase price back in rewards. I chose this option and away we went. When checking out Sam didn't think he had gotten the 10% barcode rang in, so he took me to the Service Desk to have them assist him. At that point the two associates at the service desk called somewhere else to ask how they should handle it. They were told to have Sam do a return on the purchase and then re-sell it to me. So...after 20 minutes the items were returned and then they were all rang up again for me. This time a manager assisted Sam with the sale and in ringing in the 10% My Best Buy Points barcode. I was also told if the points didn't show up correctly in my account to call in and they would be fixed for me. Fast forward a month later and the points are still incorrect.
First problem was that I apparently had two Point Accounts so I had to call in several times to get them merged. I was told someone would contact me withint 7 to 10 days to fix the merge, but that never happened. I finally had to call in for a manager to get that fixed, then once I could get logged into my account and see my points I could see that I was not given the full 10%. I called in yesterday to check on this and I was told that I would have to wait another 7 to 10 days to get it fixed. I am so aggravated I don't even know if I will ever purchase at Best Buy again. It's been the biggest run around I have ever seen. It wouldn't be so bad, but when I purchased the computer I needed a software program and I was assured that my points would appear on my account within a few days and I would be able to use them for the purchase.
Any help I can get would be greatly appreciated! I bed I've sent a total of at least 5 hours on the phone and I've literally gotten no where!
Thanks-
Andrea

Hi Andrea,
Thank you for taking the time to sign up for the forum!
I can imagine feeling frustrated if you have spent hours on the phone with us and are perhaps no further than when you initially called. If the MacBook Pro you purchased last month qualified for the promotion that is offering 10% back in points, then those points should have posted to your My Best Buy™ account within 20 about days. From everything I can see, you should qualify for that offer and I will make sure you get that 10%.
You do currently have two active My Best Buy™ accounts, so we should be able to merge them together if the primary information they share matches exactly. As far as I can tell, we should have no problem merging your accounts. I will need a bit more information from you though, so I am going to send you a private message. To check your private messages, you would want to login to the forum and click on the envelope icon at the top of the page.
Warmest Regards,
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Similar Messages

Error with My Best Buy Points when trading in?

I have Gamer Club Unlocked and have recently traded Destiny for $44 including the GCU 10% bonus. However, when I look at my Best Buy Points history, it shows that the game was traded in for only $40, and that I received 80 points for the transaction.
Did I get screwed out of 8 points, or do the double points only apply to the base value of the game?
Solved!
Go to Solution.

Hey again downthesun01,
Good question! The My Best Buy points awarded for any given trade-in are determined by the base value of the traded games, before any applicable promotions or Gamers' Club Unlocked benefits are added. The trade-in bonus credit GCU members receive is also calculated independently from any other applicable trade-in offer. For example, here's how things would break down if a GCU member were to trade in a game worth $50 during a 50% bonus trade-in credit promotion:
Base Trade-In Value = $50.00
My Best Buy Points Awarded = $50.00 x 2 = 100 Points
10% GCU Trade-In Credit Bonus = $50.00 x .10 = $5.00
50% Trade-In Credit Bonus Offer = $50.00 x .50 = $25.00
Total Trade-in Credit Received = $50.00 + $5.00 + $25.00 = $80.00
I hope his helps.
Aaron|Social Media Specialist | Best Buy® Corporate
Private Message

2 Questions for a New GCU Member: I Didn't Receive 2x the My Best Buy Points and my Welcome Coupons

Hello, I just signed up for a My Gamer's Club Unlocked membership at my local Best Buy store today, and after signing up for it, I used it when purchasing two games: Splatoon ($47.99 with GCU) and The Legend of Zelda Majora's Mask 3D ($31.99 with GCU). I checked my account after purchasing these two games, and it doesn't seem like i'm getting 2x the My Best Buy points on each game. I may be mistaken about this (I'm still really new to this whole membership), but I believe you're supposed to get 2 My Best Buy points for every dollar you spend on new video games if you have the GCU membership. For example, if I spent $47.99 on Splatoon, instead of getting 47 My Best Buy points, I should be getting 94 My Best Buy points. Similarly, if I spent $31.99 on Majora's Mask 3D, I should get 62 points and not 31 points. On my account, it only shows that I am receiving 47 points for Splatoon and 31 points for Majora's Mask 3D. Maybe it's because the other points I am supposed to get haven't appeared yet and i'm just impatient, but aren't I supposed to be getting double the points for each purchase of a new video game? Also, it might just be because i'm impatient, but where/when am I supposed to receive my welcome coupons for the GCU membership (Buy 2 Pre-Owned Get 1 Free and 50% Off Any Strategy Guide)? I'm really excited for the 50% off coupon so that I can get the Splatoon game guide for $7.50! Thanks in advance!

Hi Apricot,
Welcome to Gamers Club Unlocked (GCU)!
Like your Welcome Packet situation, I believe that patience is going to be the key here. The Welcome Packet can take 2-3 business days to receive, as you experienced with yours. Bonus Points work a bit differently. Any bonus My Best Buy points may take 15-20 days to post to your My Best Buy membership. During this timeframe, they may or may not even show as pending.
If the timeframe above passes and you’re still not seeing bonus points, please send me a private message via the link in my signature.
Thanks!

Best Buy hijacked my bank account and disposed my Best Buy points

I placed an online order on 09/05/2014 (Order number: (removed per forum guidelines) around 4pm eastern, and about 3 hours later, I got another email stating "YOUR ITEM HAS BEEN CANCELED". It was for an in-store open box item, which I was able to pay for online and pick-up at the store, or so I thought. I used two $5.00 reward certificates, a gift card, and my credit card to finalize the transaction. The email titled, "YOUR ITEM HAS BEEN CANCELED" contained this information:
Be assured that if you paid by credit card, it has not been charged, and any other method of payment has been credited. If you used a Gift Card for this order and no longer have it, please call the number below and we'll send you a replacement.
If you have any questions about your order or need further assistance — or if you'd like help finding a similar item — please contact us at
1-888-BEST BUY (1-888-237-8289).
Once again, we're sorry for this inconvenience, and are working hard to serve you better in the future.
Sincerely,
Karalyn Sartor
Vice President Customer Care
Well, lets just start wih Karalyn did not answer my call or attempted to help.
My gift card was immeditely re-credited, however it has been a different story for the other method of payment. My certificates which were accumulated through purchases totaling over $500 dollars, never regenerated (i've called 3 separate times about when are they going back to my points bank and responses range from 24hr to 45days) it's now Wednesday this happen last Friday. The cancelation email stated my credit card would not be charged, but Best Buy did something worse they placed a hold on my card for this order that wasn't fulfilled and actually canceled by Best Buy employees at the store(553) due to not in stock (as stated in cancelation email).
The transaction was completed online because it indicated stock was available and the, "Thank you for your order" email implied that ownership was mine. I don't understand why Best Buy placed a hold on my card, if the transaction was manually checked and canceled? What makes it worse there was no attempt to contact me to substitute canceled order or give me a definitive reason why it was canceled. In fact, my reward certificates that I accumulated over some time were gone due to this cancelled order and no definitive answer has been given to when they will show back on my account. I was told Friday the hold would release in 3-5 days and it "should" drop, but it now Wednesday. I would understand if this was a return transaction and I have to wait for my funds to be available again, but I had no possession of item and it the transaction didn't go through why is Best BUy holding my money hostage? I'm not in the business of lending out money, and I needed those funds to actually acquire what I attempted to in my order. I shouldn't have to wait on my money, I feel like I'm being bullied and down right punished.
So, now it gets worse for me because. I called I-800 for Elite Plus reward members ( been a member since it was Premier Silver) to make sure stock was available on a similar item (at full price), and asked about the points, I lost and how I would be able to apply them to my purchase. The rep adjusted the price to accommodate my transaction and said that the points would be still go back on my account in 24 hrs. This new order was finalized on the same day as original order Friday 09/05/2014.
Well, I checked my bank account Monday , and was surprised to see the original cancelled order was still there, as well as two identical transaction that I'm assuming represented my new order. I was patient and waited till Tuesday to check again, and hoped that all mistaken holds would drop, but I was wrong. Instead, now a hold actually posted as a completely different amount (lower) with the new order number associated to it, and the other amount(what I expected) is also there plus the original transaction amount. Who gave Best By create a third order without my consent? Why did Best Buy assume I had money to lend their cooperation? Why did Best Buy assume that my funds were at their disposal and authorized their own transaction? How dos Best Buy not consider unapproved transactions could overdraft my account? I called and asked, but no answer could be given to why that happen except that the rep charged me twice, and thats why theres two holds, but then that doesn't explain why one of those holds post at a cheaper price with my new order number on it. This is crazy, there is no reason why a third order should have been created because I didn't approve it. This has been too many days without my money, and these holds total a little pass $300.00 dollars (not chump change).
Yesterday (09/09/14) I contacted my bank to find a solution to these unwarranted charges, and the only way to expedite and release my funds would be in a from of a letter from best buy on their letter head to be faxed to 18663097443 with the transaction amounts, card number, my name, date of transaction, signed by a manager, and a statement informing the bank that Best Buy would not collect on those charges. The other solution was to dispute the charge that posted because that amount was not contracted to be fulfilled under the agreement of the order form.
So, I called Best Buy again. Well, after over an hour on the phone and the rep spoke to her superiors which declined the request, so I asked for the case number, but the rep told me that after during the conversation her computer crashed and no number could be given. So, I asked for some type of compensation for this crazy ordeal and for the financial position it put me in by creating a new order and holding funds from a canceled order. Well, she said my situation didn't correspond to reasons that warranted compensation, not even a coupon. I thought what happen to customer service as being a reason? The Best Buy rep did seem to empathize with my situation, and asked again for that authorization letter, and she said she got it approved; this was around 5pm yesterday. She then even said she was able to generate a case number with this approval (case number 144087240).
Guess what Best Buy community its now Wednesday, and the holds are all there no communication was sent to the resolution department on the behalf of Best buy and I'm still out $300. plus dollars since Friday. Normally banks charge interest on loans, what will Best Buy do for me now that I have stolen my money? I never gave consent to create a third order, which now I will have to dispute and report to the Better Business Bureau. The most unbelieveble part of this mess is that the item in my original order that satrted all this is still up on the Best Buy page. An employee supoosley checked and made the determination that the item is out of stock, but its still on the webpage to trap another customer in lending Best Buy capital to fund their organization. I would clike to challenage any employee to attempt to but this item and see what happens to their funds. I mean, come on Best Buy if you don't pay the employee to trap people, then have them remove the item off the website where people are becoming victims to this money pit. Here is the link go for it and see what happens to you Karalyn Sartor, Vice President Customer Care.
http://www.bestbuy.com/site/apple-open-box-ipad-mini-with-wi-fi-16gb-white-silver/6208541.p?id=12187...
I shop at Best Buy so much I held the silver Premier status since it was introduced, and every year the amount of how much you spend gets raised as benefits get removed, I've been able to surpass that threshold to maintain Elite Plus status since it too has been created topping almost $5000.00 this year alone, and we haven't hit Christmas yet. This experience is something to consider next time I think about going to Best Buy.

Good afternoon robertocar78,
After reading through your detailed post, I can fully understand why you would be frustrated with this experience. First off, stores should ensure that their clearance and open-box items listed on BestBuy.com are up-to-date to prevent such experiences as yours. Secondly, to have such an amount of funds unavailable would be quite worrisome, and I hope that I can bring some light to your particular situation.
Using the email address you registered with the forum, I was able to locate your cancelled order as well as the replaced order. Typically when an order is placed, the funds are immediately authorized to ensure the funds are available. While this authorization may make the funds unavailable, the funds have not actually been collected.
Once an order ships, the funds will be collected at that time. Should there be more than one item on an order, if the items ship separately or at different times, you may be charged for the individual items. That being said, you could see multiple smaller charges for one order that together make up the order total. If an order is cancelled, the authorization should be dropped on our end. However, this may take 3-5 business days to reflect on your end, depending on your financial institution’s processing times.
I was able to see that you have been working extensively with Todd on our Consumer Relations team in regards to your situation. I spoke with him personally about your particular situation and let him know that you have also posted here in regards to your concerns. I’m happy to hear that he has been able to assist you in resolving most of your issues thus far.
Also, please know that I am reaching out to the Tropicaire store in Miami, FL store in regards to this iPad listing to ensure they have a chance to correct any inventory or listing issues they may have. I am truly sorry for any inconvenience this experience may have caused you. I hope that this experience has not influenced your future shopping destinations.
If you should have any further concerns or questions, please feel welcome to reach out to me here on the thread or by sending me a private message via the link in my signature below.
Cheers!
Tasha|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

Non-Best Buy Purchases no longer getting points on MyBestBuy Mastercard

This to let who it may concern know, that I will probably be cancelling my BestBuy Mastercard soon. I have not recieved points for my account since 9/10/2013 on all of my Non-Best buy purchases. I have called the "Elite Customer Service Line" about 4 times since this started and every time they have apparently added in notes and I would be contacted and this probably would be fixed within 1-2 weeks. Well I called today again and was told the same thing. Which I am sure nothing will be done about yet again. So this is just to let you know that I am missing thousands of points and should not have to call multiple times to fix a merge issue because you guys wanted to update the name of your rewards program and weren't trained to merge accounts correctly. This is pretty sorry customer service for a 10 billion dollar company. The worst part is to fix this problem probably takes about 6 clicks of a mouse... Thanks Best Buy.

Good morning SlmShdy1,
If you have a My Best Buy™ MasterCard, then you should earn 1 point for every $2 spent on qualifying purchases made outside of Best Buy. Those point will generally post to a member's account the same time every month. Please feel free to send me a private message if you have made purchases outside of Best Buy using your MasterCard, but have not received points. A private message can be sent by clicking on the blue button located within my signature.
My Best Buy™ Program Terms
Warm Regards,
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Photoshop Elements 10 from Best Buy - incorrect Redemption code

I was just given this Photoshop Elements 10 as a gift, and I followed the directions to get my serial number.... peeled the sticker off of the back of the box from Best Buy, entered the redemption code, only to be told the code is invalid. SO, I am unable to get a serial number to install this program. Even online support told me it was an incorrect number. So it's either a misprint, or as one phone support agent said last night "it's Best Buys fault".... Today I've been on hold for nearly an hour waiting for someone to answer the phone.... any ideas what to do outside of hoping tech support can finagle me a new number?

Hi RedderArt & ilmiocuore33,
Do you have the invoice for the purchase made at best buy?
On the invoice, you will see a number listed as the "Serial Number".
Please contact support and provide that number and they will be able to resolve your issue.
Contact Adobe Support

Did not get my pre order points (best buy rep help me)

Didn't get my pre order points of 500 for shadow of morder today and also never even got a couple or 25 bonus points for reviews last month
Solved!
Go to Solution.

Hi aaronc80,
It’s great to see that you’re taking advantage of the My Best Buy bonus points for reviewing products on BestBuy.com! I also appreciate you pre-ordering your games at Best Buy. With that said, I do apologize for any confusion you’ve endured if you’re not seeing points for both the reviews, as well as the Get $10 promotion.
Both of these promotions usually take up to 20 days for the points to appear on your account. Shadow of Mordor came out 9/30, so it may be a few days yet before you’ll see those points. In regards to the product reviews, there are a few reasons you may not see your points, aside from the fact that it can also take up to 20 days. First, the review must be approved and published to receive the points. Also, a maximum of 8 reviews (total 200 points) will be awarded per calendar year per member. Lastly, your My Best Buy membership does need to be attached to your BestBuy.com account to receive the points.
I’m hoping these details help clear up why you’re not seeing any points yet in these two instances! Please don’t hesitate to send me a private message if you’re not seeing the 500 points from your Shadow of Mordor pre-order after 20 days of having picked up your copy, or it being shipped.
Thanks,
Brian|Senior Social Media Specialist | Best Buy® Corporate
Private Message

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 has failed

We recently purchased a new microwave and gas range from bestbuy.com. The delivery was done as promised on the date that was indicated. However, per the chart for installation it said there would be an additional fee to have the microwave installed, but for the gas range it said to call and see if installation was included or if it needed to be purchased. A few days before the scheduled delivery date we called and were told that our old gas range would be removed and our new gas range would be installed. We asked if there was anything else we needed to do and the customer service rep said, "no, everything is taken care of and anything that needs to be done to get us up and running would be taken care of." We were happy to know this as we are hosting our first family Christmas this year. When the "delivery" guys got here they said that installation was not included and brought in the new stove and they advised us to call and complain to customer service for being told incorrectly. At this point I had 2 gas ranges in my kitchen. They said they couldn't remove the old one as it was still connected and could lose their jobs if they disconnected it. The disconnect was supposed to be included with the install of the new gas range. We then called best buy customer service that night. We waited on hold for 20+ minutes and on with a rep/on hold for over an hour to be told there was nothing that could be done and we had to purchase installation for $140. All we got was an "oops, you were told incorrectly when you called PRIOR to delivery that installation was all set." This person was not a manager/supervisor and when we asked to speak to one were told one was there but not available. We ended up calling back, talking to a supervisor and were told the same thing. We are very disappointed in the misinformation and the way we were treated on these phone calls. The only nice encounter we had was with the delivery guys. We ended up canceling our order and requesting that the gas range be picked up. Funny they were back on our doorstep by 9am the next day to pick up the appliance. (although we had to wait 2 weeks for it to be delivered) Best Buy you have lost our business and I will tell my story to all family and friends and do everything to ensure no one else has to deal with the same BS as us. From all the other posts on here it seems as poor customer service is all too common.

Hello kswhip21,
Welcome to the forum. Buying new appliances is always an exciting experience. I can still remember the anticipation I felt when my dishwasher was to be delivered, and my husband made the necessary preparations to have it installed. I would definitely be upset if I wasn't informed ahead of time what was needed in order to install my new appliances without any delays, or hassle, and I sincerely apologize for any miscommunication you experienced when you ordered your new gas range.
Our drivers are not certified and trained to install gas ranges; therefore a separate installation must be scheduled, and I'm very sorry to hear the supervisor you spoke to was unable to provide a satisfactory resolution. I do appreciate you bringing this to our attention here at the corporate office, and I assure you I will be documenting your comments for further review.
Once again, I truly apologize for any frustration or disappointment this may have caused. I hope you will reconsider, and give us another opportunity to offer you a much better experience.
Respectfully,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

Insignia + Best Buy = Frustrating

So... I'm deciding it's time to upgrade from my 3-year-old Phillips 42in 1080i plasma I bought at C-ircuit C-ity three years ago. TV has been a true champ! After lots of looking around and comparison shopping, Best Buy has looked like the ideal place due to prices, selection, etc.
I decide on the Insignia 46in 120MHz LCD. I figure it's a simple checkout, but take the offer up on 0% financing and go through the process. This is where the frustration begins... this TV was an open-box return, so needed to be run through a special open-box system that doesn't work right. After 1.5 hours of creating new open box tags, running through computers, trying to get things working to no success, I end up having to leave and am told it'll be held for me. I'm late for a meeting at work (was over my lunch break), and I walked out with no TV.
I return the next day after work. No one can find my TV that was being held. Eventually it turns up after about 45 minutes of running through different people. I try and purchase it, but someone messed up my credit app and had incorrect info. I wait in line at customer service and have to go through more time having it all corrected and billed.
Finally, I get to bring my new TV home. I open it up, but the remote that was with it is no longer there. There was no note that is was missing, and I was told at the time there was a remote with it. My Comcast remotes don't have a code for it, so I'm kinda stuck at the moment, and probably have to go purchase a remote and hope it has comparable functionality. I get it set up, and am expecting all of the rave quality of set that I was sold on ("this house brand is all LG parts! it's amazing, that's why we stand by it at Best Buy! Stay away from Vizio, that's a frankenstein, yada yada yada" rambles sales people I've talked to at BB).
The set itself isn't the most wonderful. Grainy picture even with 1080p PS3 inputs, insane ghosting on 1080i input, etc and different than I was led to understand at the store. But here's the worst part: it shuts itself off randomly. After doing research online, this is a common defect with many models of Insignia LCDs. I can't believe that Best Buy can sell something that has such a potential issue to erupt at any time. I'm glad that mine started only within two days of purchase. How honest is it to sell lines of TVs with known defects and not at least warn customers or acknowledge the issue?
I call support, now I have to take additional time out of my day to either have techs come out and replace parts in the TV that have the same potential issue since it's a design flaw, or haul my TV back with the risk that if anything seems to happen to it in transit, I lose my warrantee. Not only that, I have to go back and invest more time and frustration with Best Buy staff who can't seem to get anything right, and after all this will offer only a refund, another of the same defective TV, or have me pay them more money to get another brand, which had they told me I'd have these issues in the first place, I would have.
Thank you, Insignia and Best Buy! Good thing I didn't go to W-al-mart, then I wouldn't have had to deal with any sales people, dishonest sales pitches, or defective house brands, and have all this extra time in my life to enjoy said TV...

Well, combining the following factors leads me to believe a high probability. It's always subjective and anything's possible, but if any of the things are true below, then I think BB has some responsibility to own up to for the TV itself:
1. BB is supposed to gather information about returns (sales person said it was a customer return). There's a high chance that the buyer had the same issue I think.
2. BB should have tested for issues. Since this is a common/known defect in Insignia TVs (though not formally acknowledged by either company...), this should have been evaluated before selling to another customer. Truthfully, there should be a recall and a formal solution for this issue since it's a common defect in the design and not just a quality-control issue (ala a cracked screen, bad solder connection).
And really, the reason I went with TV is because I was told this was the most amazing TV on earth, was a rebranded LG with the same level of quality, and a nice TV through-and-through with no real differences to the others outside of specs. I'm okay with someone selling me something, as long as it's honest. in the retail industry, a company is responsible for it's representations, services, and products, not me.
Bottom line, had I just went in, picked it myself, quick five-minute credit-app and point-of-sale, and found out I made a bad choice, then shame on me. BB gets involved, gives me a lousy consumer experience, misrepresents a product, and sends me home with a defective TV not up to the representation they gave, then shame on them. And I understand not everyone will see it my way from a personal opinion and standpoint, but I believe I have some valid points.

What does it take to get Best Buy to do the right thing?

I brought my laptop in with a hard drive that was beginning to show problems and asked that they transfer all of the media onto a new drive and install it. I further asked that they not install any new software only keep the original software that was on the laptop. This was noted on the receipt. But because the employee charged me $200 for a years technical service including additional virus protection that he wrote on the receipt that I asked not to include. He now says I did not ask for the correct service. Do you think he sold me the wrong one? One that can't be refunded and gets him a kick back? Do you think just maybe he was expecting me to roll over and pay the additional fee to then transfer the data when I picked up the laptop?
I have already contacted two customer service representatives from corporate that have promised same day return phone calls. I have not heard back from either! Tomorrow I forward all information that I have on this case to the news and to the State Attourney's office. It is my belief at this point that Best Buy has no intention of providing customer service only in delaying, frustrating and hopefully causing those they can to give up. I will not give up, you have my computer, my hard drive, my USB back up, my software, my money and continue to deplete my valuable time. Having been a formerly good customer and owning a business that recommends technology to senior citizens it will be my pleasure to post the poor performance of the technical service, customer service and corporate response to local issues in Melbourne Florida.

Greetings TecntEz,
Parting with a computer for any length of time can be difficult, so I can imagine how frustrated you must feel. I'd be disappointed too if I found myself in a similar situation, especially if there was any confusion regarding what fees might be applicable.
Under normal circumstances, customers who request in-store hardware installation, operating system installation, and data transfer services will be quoted separate prices for each of these stand-alone services. Based on what you mentioned though, it sounds as though the staff at our Melbourne store offered to perform all three services under a new Geek Squad Tech Support (GSTS) membership as a courtesy instead -- a significant savings over purchasing them separately. GSTS plans also do not typically include data transfer or backup, and customers must pay an additional fee for these services.
That being said, I was able to locate your work order using the e-mail address you used to reigster for the forum and can confirm that instructions were left for technicians to not install the antivirus program provided with your GSTS membership. Jessica, the rep you spoke with earlier today, has reached out to the store's management team on your behalf to confirm what work was done on your computer, as well as to obtain clarification on the fees you paid earlier this week. While we cannot guarantee an immediate response, rest assured that either Jessica or I will be in touch with you as soon as additional information is available.
Thank you for your patience and understanding, as well as for taking the time to post.
Aaron|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Geek Squad Warranty is terrible!!!

Not usually a social media poster, but when I searched this topic and found I was not alone, had to vent. As previously mentioned in other posts, it seems that there is a general trend for BB GS warranty service to have a major DISCONNECT between their phone operators/technicians/customer service people and the actual technicians that are sent out to do the repairs, and the subsequent repair of their TV's.
It has been 23 days since I first contacted GS and I have had two home visits from GS and will have 3 different sets of parts ordered by the time they return next weekend!
Some history- I too have bought most of my bigger electronics from BB mainly for lack of serious competition where I live (mainly only Sears). I have bought at least 5 TV's from 32"-55" from them in the last 5 years, and this is the second large TV that has gone out on me within 2.5 years! The first one was a Samsung 47" LED that was 6 mos post warranty and basically the amount that they were going to charge to repair was something crazy! Thus, thinking that it was just the brand, I did my research and settled on a Panasonic Plasma rather than pay for an expensive repair.
Fast forward to 23 days ago. TV fails to turn on, notice power button blinks 8 times. Google search the problem, call GS. This time I did buy the extended warranty, but the tv is still under the manufacturer warranty. Talk to a tech he says no problem, will order parts for you and set up a home repair for after the parts arrive. I get no tracking # from UPS only when it should arrive. Arrival day comes and no parts! Repair is scheduled for the next day! Call GS, (who by the way is NOT 24/7 for repairs, only for tech support) and they say that the parts are delayed so will reschedule the repair appt. Parts arrive 3 days later and next day tech comes and finds out we need different parts! He tells my wife, I'll be back a week from now. No tracking for parts, so figure maybe the tech will bring it with him. Day that the tech said he will be back (a week after his first visit, as per his statement), we get no phone call or visit from the tech. Call GS that night, but of course have to trick the answering system to talk to a LIVE person, a salesperson, that is, and they say I have to call back tomorrow. Talk to them the next day only to find out the parts will arrive the next day and the tech will visit Saturday(yesterday). Tech comes and finds out he needs ANOTHER part! WTH!!! Tells my son, who stayed home to answer the door, that we will be back next week! Call GS and talk to a tech who tells me about the 30 day window or that they will replace the TV. He tells me that he is pretty sure that after the next visit that the tv will work! He also goes on to tell me that if it was him, he would have known what parts to order the FIRST time! He goes on to tell me that there is nothing that he can do since he works from home and that if I have further issues it be best to call corporate HQ and complain! TOTALLY UNACCEPTABLE!!! In all fairness to the telephone support people, they have all been overly nice and apologetic, but "so sorry" only goes so far. Why can't my local BB GS get on the same page with the techs that troubleshoot over the phone? Best thing to do is never buy from you clowns again! Hope Sears doesn't shut down all their stores here!

Hello beyondpeeved-
I can certainly understand your frustration, no one likes to be without the service of a major electronic product like a TV, but it’s especially annoying when you are faced with delays as well due to parts, etc.
I absolutely apologize for all the delays that you have gone through up to this point and what appears to be a lack of communication on our part regarding the progress of that repair. I’d like to look further into this for you, but I could not find any customer information for you with the email address on your forum profile.
If you could send me a Private Message with your full name, phone number and email address that I might locate a customer profile under, I would appreciate it. If you could also include any work order numbers that you might, that would help as well. You can send me a Private Message by logging into the forum and clicking on the button across from my name on this post.
I look forward to hearing back from you,
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy should be ashamed of their lack of customer service.

On Saturday, 7-26-14, I attempted to file a claim on a cell phone warranty. In store I was notified that the policy was inactive, yet a second phone that was attached to the account was all active. I researched the cause of this and found my credit card was cancelled due to my bank discovering possible fraud. My wife called customer service in May, and after dealing with rude representatives, she was able to get both phone insurance policies reinstated.
When I called customer service today, after being hung up on twice, I was told that the policies were reinstated, but my wife failed to update the credit card information. I thought the error was on our part. My wife was able to find another email from Best Buy, that proved she updated the information. Conveniently however, Best Buy supervisor Mark was unable to find this proof email, but could find the earlier email. I find this highly unlikely.
Mark did reluctantly reinstate the policy, and told me I would have to go back to store to follow through with the claim. I notified Mark that due to the incompetence of Best Buy, and their insistence that I was the one that failed to update my policy, I threw the paperweight of a phone away. He then told me that I was out of luck, but referred me back to the store.
I understand the concept of "passing the buck" back to the store because that allows him to get off the phone with me. He also told me that my bank was the problem, yet I find it odd that the second phone on the account was current on payments. He also could not explain why, if it was my bank's fault, that no email was sent. Best Buy was quick to send an email when my credit card was cancelled due to fraud protection, but not this time?
Best Buy customer service gives people the run around, fails to live up to their obligations, and loses certain emails that show the costumer is correct. Best Buy also refuses to make their mistakes right or to even admit mistake on their behalf. I was told by Mark that he is in charge of the Customer service call center, so I obviously will not receive a reasonable resolution to this problem.
Best Buy has the absolute worst costumer service that I have ever dealt with. I will never conduct business with Best Buy again and I'll encourage every person that I come in contact with to do the same.

Hello molonlabe-
I’ve been fortunate enough to not have to need service on my cell phones to this point (knock on wood), but if I ever do, I hope that my experience doesn’t match yours. It certainly sounds like it was frustrating.
Generally, if we are unable to collect payment on a monthly Geek Squad Protection plan three months in a row, we should be sending out an email to whichever address we have on file instructing you to contact us about this issue. I’m sorry that this did not happen.
Usually, the email letting your know that your credit card information has been updated in an automated system email and Mark would not have visibility to that, though he should have been able to see when your wife called in and had the plans reinstated. I will definitely be documenting this feedback for training opportunities.
If you no longer have the phone, we would be unable to assist you, however, if the plans have been reinstated, you may still end up being charged each month if you did not have Mark cancel the plan. If you did not cancel that plan, I would recommend contacting us at 1-888-237-8289 for assistance with cancelling this to avoid any future issues.
Thanks for connecting with us; I do hope that at some point in the future, you will allow us another opportunity to earn your business.
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Price Matching Fiasco

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

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

Incorrect My Best Buy Points

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