Lied too by a Best Buy Mobile Associate

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

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

Similar Messages

Best buy mobile

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

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

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

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

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

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

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

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

Best Buy Return Policy for Cell Phones

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

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

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.

Best Buy and Sprint have no sense of morals- I do not recommend either

I would just like to take the time to post about how Sprint and Best Buy have done a really wonderful job of screwing my monthly budget and account. My ex and I still share the same phone plan and he needed to upgrade his phone. He went into a Best Buy Mobile store to complete this upgrade and the sales associate at Best Buy needed me to provide my "Security Code" to open the account and complete the transaction. Well while the associate had my account opened they allowed my ex to open NEW SERVICES ON MY ACCOUNT. When I found out the new services had been open the 14 day return window had passed AND not to mention that the only way I was made aware of such services was by receiving my bill AFTER THE 14 DAY RETURN WINDOW. Completely absurd and a violation in contractual law. I contacted Sprint on several occasions- was left on hold for 45 minutes, hung up on, transferred from one dept to the next, promised return calls- you name the worst customer experience and Sprint has matched it. Apparently Sprint's take on the whole incident was that once you provide your "Security Code" to the representative you are giving access to do anything and everything on your account- it baffles me bc that is almost saying if someone walks into a bank and has my social security number that they should be able to borrow money in my name. I would not recommend Sprint services to anyone. After speaking on the phone with the Asst. Manager of the Best Buy location that allowed such NEW services to be opened under my account they were unwilling to assist me in rectifying this problem. I was told that I could sit on the phone with Sprint while the associate ate his dinner in the back. I sat there for 45 minutes and they were unable to offer me any resolution for their error. I have purchased thousands of dollars in goods at Best Buy but at the end of the day I will NOT be returning to the store with my business. I will be placing a complaint with the NY Attorney General's office against both Sprint and Best Buy for their lack of care when handling accounts on behalf of customers.

Hello User834811-
It was definite nice of you to allow your ex-boyfriend to remain on your phone plan. I’m sorry to hear that he may have taken advantage of that generosity by opening some new services which have added to your bill.
Regrettably, by providing that security code to our sales associate and allowing your ex-boyfriend to be on the account, we cannot be responsible for any extra services that he started. While it is painful to hear, this sounds like something that you need to discuss with him, especially if it’s financially impacting you. I can also only recommend working with Sprint to see what assistance they can provide to either cancel or refund those services.
I absolutely apologize that you were treated this way by the store. It’s one thing to advise a customer that the manager is currently unavailable and another to phrase it the way the store did. I will be documenting this for the store as it sounds like the associate your spoke with could use some additional training on how to handle these situations.
Sincerely,
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Best PDA/Mobile Phone For Macs.

Other than an iPhone (too expensive - maybe later), which is the best PDA/Phone for syncing with my Mac?

I believe Best Buy Mobile handels them. I would contact them but on their website it says:
"Renewing or Canceling Plans
Renewing Your Plan
A one-year extension is available on most products at the end of your initial plan. (Please note that PRPs cannot be renewed.) To purchase a renewal plan, call 1-888-BEST BUY (1-888-237-8289) or 1-800-GEEKSQUAD (1-800-433-5778).
Returning Your Plan
To receive a full refund on a plan, you must return your plan within 30 days of purchase. For plans returned after 30 days, refund amounts will be prorated based on the purchase date.
To return a plan you purchased online, call 1-888-BEST BUY (1-888-237-8289).
To return a plan you purchased at a Best Buy store, you can visit your local Best Buy store with your paperwork to receive a pro-rated refund. You can also mail your information to:
AIGWG
Performance Service Plan/Geek Squad BTP
Attn: Customer Care
PO Box 9312
Minneapolis, MN 55440-9312"
Wish you the best and best regards.
I don't work for Best Buy. I'm a contributor that helps people with their concerns and questions.

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.

Best Buy Rips Me Off Yet Again

DO NOT SHOP AT BEST BUY!
Now here is why...
September 2013: I went with my mom to the Easton store to get her a laptop. While we were waiting the guy told us that we could save $50 on the laptop if I added a mobile hotspot to my phone plan. So I looked into it and it wasn't gonna cost me anymore a month so I did it. Meanwhile I had the guy (Patrick) look up to see when I was eligible for upgrades on my two lines. He said I was now. So we looked at phones and I got an iPhone 5c for $50 after my trade in and a Samsung Galaxy 3 for Chuck for free. So my total bill was $50, which my mom paid for since I was getting the $50 taken off of her laptop for the hotspot. Meanwhile in order to do the trade in the guy says he needs my credit card in order to get me my money back. So I give it to him and ask him 4 DIFFERENT TIMES "this is not going to charge me right?" Each time he assured me it would not. So we finished everything up and went on our way.
Flash forward to Octobers Cell Phone Bill: I receive my cell phone bill and it is almost $800!!! Immediately I call AT&T and she tells me that the guy at best buy screwed everything up. First of all she says I do not need a mobile hotspot (which was gonna end up costing me $40 a month which the guy never told me) because my iPhone works as a mobile hotspot. The she tells me my line got put on a family share plan and Chucks line got put on its own MEXICO TALK PLAN! Why would I need a Mexico talk plan? Luckily AT&T was nice and credited almost everything back.
Flash Forward again this time to today: I just recently paid my credit card off in full. I was so proud of myself. Well today I look at my statement and my available credit is missing $100. So I call and the lady tells me that I was charged 6 times for $10.69 each and 4 times for $10.74 each by GEEK SQUAD! So she gives me their number and I call. The guy at geek squad tells me it was mobile protection for an iPhone 5c and a Galaxy 3. I DID NOT AUTHORIZE THIS PROTECTION!!! Why would I need protection through them when I already pay for it through AT&T? So the guy tells me he can cancel the protection but not refund it. At this point I get mad and say "The hell you can't" so he puts me on hold for ten minutes and comes back and says I submitted a dispute to our back office it will take 7-10 days for them to research it. Yea I'm sure that will produce results. So I am going to the Easton store tonight and I will raise hell until restitution is made!
PS: My mom had an issue with Best Buy this week also. She purchased a TV online to pick up at the Reynoldsburg store. When she got there they tell her they didn't have the TV and that they called her. She had no missed calls or messages. Meanwhile her card had already been charged. So they find the tv at the Easton store and she drives out there. She is at Easton for an hour while they jerk her around. They wanted to return the amount she paid and have her repurchase the TV! Screw that it takes 7-10 business days for return credits to post to an account. So finally they give her the TV she paid for. Then the next day she looks at her bank account and SHE HAD BEEN CHARGED TWICE FOR THE TV!!! After fighting with them in store they finally credited her account.
Moral of the story: NEVER AGAIN WILL I SHOP AT BEST BUY AND CONSUMER BEWARE IF YOU CHOOSE TO GIVE THIS JOKE OF A COMPANY YOUR MONEY. ALSO THEY WILL BE REPORTED!

Hello volfan8907,
Thank you for being a My Best Buy member, and thank you for coming to Best Buy to upgrade your phones. I apologize that the experience was not what you had hoped for or expected.
I am happy to hear that your cell phone bill concerns were addressed back in October by AT&T. When cell phones are sold we provide a printout of both the service agreement between you and the carrier, as well as the purchase receipt for the handsets and accessories themselves so that you know what you are being sold and signed up for. Having said that, it is also important that our Best Buy mobile sales team is able to accurately explain what you are getting.
While it is understandable to be upset if you did not realize you were being signed up for a monthly service agreement, I hope you did not cause a scene at the store, as this likely would not be productive or beneficial. I will send you a private message to gather a little more information from you and see where things currently stand. To check your messages log into the forum, then click on the envelope in the upper right corner.
Best regards,
Mike|Social Media Specialist | Best Buy® Corporate
Private Message

What options do I have if Best Buy doesn't honor what they sold you . . .

This is my first time ever to post, but I am at wits end and hoping for help from the community. I have been trying to resolve this issue for 6 months. Here's my situation.
My daugher is on her grandparents Verizon plan. Let's name her line B. I am autherized to purchase on the account. My daugher's phone was lost and she needed another one for security reasons. I called around to the Best Buys that we'd be near while travling and found one close by with the phone she wanted. The representative was excellent. Very very helpful and went the extra mile. He told me all about the edge program and how we were only going to pay an extra $10 a month for 2 years because we'd receive a $25 monthly credit. Then after 2 years we could surender the phone just pay taxes and upgrade the phone. The Best Buy representive called for apporval to make sure he could use a upgrade from line A for my daughter line B and still receive the edge. So he double checked to make sure everything would be seemless. This occured Oct 24, 2014. After the first bill it was all but seemless!!
So in November I went to Best Buy, they sent me to Verizon, I went to Verizon, they sent me to Best Buy, Best Buy sent me to another Verizon and spoke to a supervisor. I was shown the error in Best Buys transaction. Best Buy upgraded line A to the edge but since there was no smartphone attached to line A, we did not recieve the $25 credit. Verizon sent me back to Best Buy and said Best Buy need to honor what they sold me. I went back to Best Buy close to my home. That Best Buy told me only the Best Buy I bought it from could help me. I had to call them because they are 5 hours and 6 minutes from my home. It took a few more calls before I spoke the mobile manager and he was going to investigate. Then it was the holidays and he didn't get back to me. I completely understood,. I called he and he said he hadn't forgotten me. Finally in December he told me he met with Ashley the Verison's Best Buy representive. According to him a Best Buy mobile supervision they would going to credit the account $50 for Novemeber and December. After that point we'd see the $25 edge credit. He said he'd forward me the email. I never recieved the email. I drove the 5 hours and 6 minutes to the store and he was off that day, but left a message for him to call me and please forward the email. No phone call, no forward email. So I called again, he was on vacation and wouldn't be in until after his vacation mid January. I was hopeful, but no credit on the bill in Jan 2105. I spoke to him again after his vacation and he promised to forward the email from Verison. Now it is Feb, still nothing, no email, no credit, no follow-up. I drive back there and had to speak the a store Manger, because the mobile manager has now been promoted to another area and he is off that day. The manager assures me the promoted moblie manager will contact me. But he doesn't. I call the store manger and he has the promoted mobile manager call finally me. The promoted mobile manager asks me for a copy of the bill. Fine, I get it to him. I'll have to fax it or mail it, but I would get it to him. Then the bill comes in with a $50 credit!!! Yay, I think they have it resolved, nope. April bill comes in no $25 edge credit.
I call the new mobile manager, poor soul, he doesn't know the situation. He took my information and meet with Ashley from Verizon. He calls me back, wow, he calls me back!!! I am so thankful. Then he starts talking about Best Buy in the third person! He doesn't know what "they" told me. When I bought the phone "they" put it on line A, then "they" transferred it to line B. He's referring to his Best Buy representative in the third person. Talking about me buying the phone's contract for $600 plus dollars. I started to see red. So I ended oiur conversation to collect myself and called him back. Poor buy! Next conversation he explains that I need to put a smart phone on line A. I can buy a new one, use an old one, whatever, but line A needs a verison smart phone on it. He doesn't know why the promoted mobile manager didn't tell me this before. But since he didn't I'm out at least $150 that no one is willing to refund me. If I give line A the iPhone from line B, I won't have a phone for line B, unless I have one or buy a new one. He was kind enough to agree this was no fault of my own, but that of the Best Buy representive sold me the first time and the promoted mobile manager for not communicating the situation. So this is Best Buy's solution - grandpa who never wants more than his ancient flip phone has to get my daughers iPhone, my daugher get no phone or I have to buy one, and I'm out at least $150 (or more depending on how long this takes to resolve). I didn't even ask but I am sure the iPhone at some point must be surendered. The store manager is aware of the situation and he will call me tomorrow, or will he????
So, do I just accept that they made a mistake, they can't honor their deal because it is a contract with Verison and I have to pay for it? I feel helpless and frustrated. We're under contract for another 2 years.

Hello nvtrev,
It can be difficult to keep track of all of your belongings while traveling, and it is discouraging to hear your daughter may have lost her phone during travel. While things certainly seemed to have gone awry, I’m glad to hear that your initial experience purchasing a new phone for your daughter was pleasant.
When our customers come to us for phone purchases, they should trust that we are able to communicate with their carrier’s systems to process a phone purchase seamlessly. It certainly seems that we may have missed something during your upgrade, causing you to miss out on the billing credit and that you’ve put forth a valiant effort to try to find a resolution to this issue.
As I am sadly not equipped to personally take a closer look into this issue, could you please share with me the store location and any first names of managers you have been working with regarding these concerns? With the store location and manager names, I would be delighted to reach out to the store’s leadership to better research this experience to see what options we may have for you.
I look forward to your correspondence!
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Gift Card Reserve Offer FAQs

Best Buy Gift Card Reserve Offer Registration Period 2/2/2014 – 2/15/2014 FAQs
How does the Best Buy Gift Card Reserve Offer 2014 work?
Reserve a $50 Best Buy gift card from 2/2/14 at 12:00:01 a.m. CT to 2/15/14 at 11:59:59 p.m. CT.
Get it when you buy a new cell phone with 2-year agreement at a Best Buy store or Best Buy Mobile specialty store during normal store hours from 2/2/14 to 12/31/14 or at BestBuy.com from 2/2/14 at 12:00:01 a.m. CT to 12/31/14 at 11:59:59 p.m. CT.
Where do I sign up?
Visit Gift Card Reserve Offer by 2/15/14 CT and follow online instructions to register your e-mail address and the cell phone number or landline phone number (excluding voice-over-Internet phone numbers) you plan to activate with the purchase of a qualifying cell phone. A Mobile Phone Specialist at a Best Buy or Best Buy Mobile specialty store can also complete the registration process for you. You must be 18 or older (except AL and NE, 19 or older) to participate.
Am I locked into anything? What is my commitment?
There is no commitment at all. If you register by 2/15/14 CT and then activate a new cell phone with a 2-year agreement for your registered phone number at Best Buy by 12/31/14 CT, you'll receive a $50 Best Buy gift card. If you don't activate a new cell phone, the offer simply goes away at the end of the year. Offer is not valid on prior purchases (including the exchange or return of cell phones purchased before registration).
How do I know if I successfully registered?
You will receive a confirmation e-mail at the e-mail address provided at time of registration.
Is there a limit to the number of phone numbers I can register?
You may register up to 5 numbers on your family plan. Each phone number may only be registered one time for the Best Buy Gift Card Reserve Offer 2014.
Is there a limit to the number of gift cards I may receive through Best Buy Reserve offers?
There is a limit of one gift card per registered phone number, regardless of the number of Best Buy Gift Card Reserve Offers in which that phone number is registered. Not valid with any other offers.
Which carriers are eligible for this offer?
Verizon Wireless, AT&T and Sprint cell phones with a 2-year agreement are eligible.
How will I receive my Best Buy gift card?
Activating Your Phone In Store:
If you plan to purchase and activate your cell phone at a Best Buy or Best Buy Mobile specialty store using your registered phone number, you will receive a $50 Best Buy gift card after handset activation during checkout. When purchasing your cell phone, the Mobile Phone Specialist will inform you of all offers for which you are eligible. To receive your $50 gift card, you must choose Best Buy $50 Gift Card Reserve Offer. The gift card may be used toward your cell phone purchase or any other future purchases in store or online with no expiration date.
If you plan to place a Store Pickup order for your cell phone at BestBuy.com using your registered phone number, and then activate your cell phone at your selected Best Buy or Best Buy Mobile specialty store, you will receive a $50 Best Buy gift card after handset activation during checkout. To receive your $50 gift card, you must select Best Buy $50 Gift Card Reserve Offer on the Promotions & Offers page that appears near the end of the online purchase process. The gift card may be used for future purchases in store or online with no expiration date (it may not be used toward your cell phone purchase).
If technical difficulties prevent gift card issuance during checkout, you will receive your gift card via e-mail with instructions on how to download your gift card. The gift card must be downloaded within 90 days of the date of the e-mail, or it will be forfeited; and may be used for future purchases in store and online with no expiration date (it may not be used toward your cell phone purchase).
Activating Your Phone Online:
If you plan to purchase and activate your cell phone at BestBuy.com using your registered phone number, you will receive an e-mail 3–5 days after handset activation with instructions on how to download your $50 Best Buy gift card. To receive your $50 gift card, you must select Best Buy $50 Gift Card Reserve Offer on the Promotions & Offers page that appears near the end of the online purchase process. The gift card must be downloadedwithin 90 days of the date of the e-mail, or it will be forfeited; and may be used for future purchases in store and online with no expiration date (it may not be used toward your cell phone purchase).
If you plan to place an Instant Ship online order for your cell phone at a Best Buy or Best Buy Mobile specialty store using your registered phone number, your activated phone will be shipped directly to your home, and you will receive an e-mail 3–5 days after handset activation with instructions on how to download your $50 Best Buy gift card. When placing your order, the Mobile Phone Specialist will inform you of all offers for which you are eligible. To receive your $50 gift card, you must choose Best Buy $50 Gift Card Reserve Offer. The gift card must be downloaded within 90 days of the date of the e-mail, or it will be forfeited; and may be used for future purchases in store and online with no expiration date (it may not be used toward your cell phone purchase).
How do I redeem my Best Buy gift card?
Best Buy gift cards are subject to Best Buy Gift Card terms and conditions.
Will my Best Buy gift card expire?
There is no expiration date on your Best Buy gift card. However, if download instructions for your gift card are delivered via e-mail, remember that you must click on the link in the e-mail to download your Best Buy gift card within 90 days of the date of the e-mail, or the gift card will be forfeited.
What happens if I return or exchange my cell phone?
If you return your cell phone, for any reason, your gift card will be forfeited. If you exchange your cell phone for another cell phone, your gift card will remain valid.
Where is this offer valid?
This offer is valid in the 50 U.S./D.C. (excluding Puerto Rico).
For complete details, see full Best Buy Gift Card Reserve Offer terms & conditions
Jesus|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Hello SeanK_,
Buying a new phone is an exciting time. I'm always looking forward to the time when I can upgrade to the latest and greatest model. It sounds like you've been through a difficult time upgrading yours, and I'm truly sorry for the frustration you have experienced. I would be happy to help you get this sorted out.
Using the e-mail you registered on the forum, I was able to locate your details along with the order. I will need to look into this further, and once I have more information I will send you a private message. To view your private messages, please make sure you are logged into the forum, and click on the envelope in the top right hand corner.
Thank you for posting here on the forum, and I will be in contact as soon as possible.
Sincerely,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

What if you have not received a call from Best Buy?

I've been reading these forums the last week and escpecially the last few days, and I see all these posts about how people are getting phone calls and setting up appointments for their iPhone4 but I have not yet recieved a phone call from anybody from best buy.. I went to the best buy mobile in yorktown shopping mall (Lombard, Illinois) and my friend and I were #1 and #2 for the pre-orders. I know that because, the girl that was working had just opened the store, and she wasn't even aware that they were doing pre-orders for the iPhone4 she ended up calling her manager, and a district manager to confirm that indeed they were. So my question is what happeneds if you don't get a call? Should I be worried that I will not get my iPhone4 tomorrow even if I am #1 / #2 in-line for the pre-order?

I was #1 for the 16GB Black iPhone 4 at BB Waterford (571) in Orlando. I haven't received a call yet, either, and just called them to see if they'd begun making appointments at all yet. The CS rep (not the Mobile Sales rep -- they were busy) informed me that they would begin calling to set up appointments TOMORROW (6/24) and that no appointments had been made yet.
I didn't inquire further since she wasn't a Mobile rep, but I'm hoping she was confused and that they'll begin scheduling today. I don't know if they have inventory on-hand yet or not, but if they do I don't understand why they'd wait til the day of launch to schedule appointments for that same day.
I've got an inventory request in on one of the other boards to see if they do indeed have stock yet. Hopefully that will shed some light on the situation.
In any event, you're not alone!

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

Misleading ADH Information Provided By Best Buy Associates

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

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

Lied too by a Best Buy Mobile Associate

Similar Messages

Maybe you are looking for