My Customer Service Experience (Store #55)

I went to this Best Buy store because of a laptop that I found for sale in their Open Box section online. The laptop was listed online and at the store for $839.99. When I arrived at the store, a gentlemen assisted me is picking the laptop up and I was ready for check out, this was where my customer service experience with Best Buy got worse. I had given the checkout associate a 10% coupon that I had received, he was unable to add the coupon the to cart so he called a manager, Chad (removed per forum guidelines).
Mr. (removed per forum guidelines) then tried to add the coupon to the order but ultimately said that I could not use the coupon for this order, because it was Open Box item with a discount already presented. However, my coupon's terms and conditions stated nothing about being able to use this coupon on Open Box items. I asked Mr. (removed per forum guidelines) to contact a manager that I could speak with, he called Josh (removed per forum guidelines).
Mr. (removed per forum guidelines) then came to me and stated that the coupon could also not be used, but only be used on the original price. However, I once again stated that NO WHERE on the coupon did it state that this coupon could not be used on Open Box items. I then asked Mr. (removed per forum guidelines) to tell me that he would not honor the coupon and he stated verbatim, "I will not honor the 10% coupon". I also asked him to write this down for me to document however he declined to do so. I wonder why that was..maybe he knew he was wrong and didn't want it documented.
The problem that I am facing here is that no where on the coupon did it state that the coupon could not be used, however, Mr. (removed per forum guidelines) and Mr. (removed per forum guidelines) both did not honor my coupon. This was my worst experience at Best Buy and I am truly frustrated with the customer service I received. I shop at Best Buy often, I am an Elite Plus RewardZone customer.
I did end up buying the laptop or $839.99 + $69.30 tax with a total of $909.29. However, I did not receive my 10% discount which I believe is unacceptable on Best Buy's part. I am not impressed with Best Buy's service and experience at all.
An apology would be a start, but what I really want is my 10% discount or a good reason of why I couldn't get one.

Hello arsalann24,
Buying a new computer has always been very fun and exciting for me, and I assume that it is so for everyone else as well. The process should not become complex or frustrating at any point, and I regret that this seems to be the case with your recent computer shopping experience.
Many coupons contain exclusions to how they may be used. For example, some may not be used on certain categories of products, or on specific brands. Not all can be used on products that have already been reduced in price. Some may not be used on prior purchases. That being said, I have a few questions for you:
At what store did you make your purchase?
Did you make your purchase as an online order for store pickup?
From what source did you acquire the coupon, i.e., Movers coupon, College Student Deals, etc.
I'm grateful that you took the time to write to us with your concerns and I look forward to hearing from you.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
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DISGUSTED, HORRIFIED, ANGRY, WORST CUSTOMER SERVICE EXPERIENCE I'VE EVER HAD at Verizon Wireless.

DISGUSTED, HORRIFIED, ANGRY, WORST CUSTOMER SERVICE EXPERIENCE I’VE EVER HAD at Verizon Wireless. I have been trying to return my Iphone 5S for the past week. I’ve been to 3 different Verizon Wireless stores in 2 states and have spent countless hours trying to get the return processed. The Verizon Wireless IT system is literally INCAPABLE of processing my return. I purchased an Iphone 5S under the Edge plan. I traded in my old Iphone 4S and was given a gift card. This gift card went towards the payment of the first month of the Edge plan, the tax on the 5S, and a screen protector. When I tried to return the device after 1 week the system literally could not process the return in multiple stores. A call was put into the operations department on my behalf 5 days ago and I haven’t heard anything back. I am not looking for a handout or a freebie I just want to return my phone as I am allowed to do under Verizon Wireless’ terms and conditions. Today is the last day of the 2 week return period although I was assured by a store manager that this will not apply to me due to my situation but I am skeptical given the situation. I would like to get this resolved ASAP. I am incredibly frustrated and disgusted and if/when I am able to return this device I would strongly consider leaving Verizon. I would think the largest carrier in the country would be able to process a simple return. This is totally unacceptable.

Hello cmc29,
I would like to truly apologize for the state of affairs you’ve found yourself in, as it’s never fun to be without a washer (or dryer) for any length of time. For me, laundry just seems to appear overnight, and I can only imagine how daunting of a task washing all of it would be after watching it pile up for a few weeks. I’m sure it only complicated things when our appointments continuously fell through for various reasons, and I’m sorry for the aggravation this added to already frustrating situation.
When your delivery day arrives, you should receive a call from us to narrow down the time frame to a 2 hour window. This is done because our delivery agent’s schedule isn’t fully determined until the day of service as our customer’s needs may change prior to the delivery date. These routes are then best optimized to fit the appointments scheduled for the day. After looking through your delivery date for your dryer, I see that your slot was from 5:30 to 7:30. Something was clearly miscommunicated if you thought otherwise though, and it’s even worse to hear that it arrived in less than pristine condition. Please know that I’m looking into this to see what options we may have to fix this.
Upon review of your order, I see that your washer is awaiting transit from one of our warehouses to one near you. Please know that I’m currently collaborating with both of them to make sure they are aware of your impending delivery date of 8/4, and I’ll update you as soon as more information becomes available.
I greatly appreciate your patience, and I’ll be in touch very soon.
Alex|Social Media Specialist | Best Buy® Corporate
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Complaint BAD customer service experience in Hong Kong

I would like to complaint a Apple staff called “Andrew” who worked in Festival Walk Apple retail store in Hong Kong resulting in my wife cannot buy the iPhone reserved within the timeslot provided.
My wife successfully reserved two iPhone 6 Plus 64GB Gold with timeslot 12pm to 1pm (Lunch time period) on 13 Oct 2014 at Festival Walk Apple retail Store in Hong Kong. She queue and waits for assistance. Bearing in mind two different members of staff approached her and said there was a 20/25 min wait. It is fine to wait for 20-25min. But after 20 min later, she asked the Apple staff again to confirm how long she needs to wait for and ask if she whether took the iPhone few hours earlier and later. This is because the she needs back to work.
She asked the apple staff called “Andrew”, he raised his voice and told her that she need to wait now and cannot take the two iPhone 6 Plus 64GB Gold earlier and later. He also said if she would like to take the iPhone earlier, she needed to ask everyone in the queue to confirm if she allows taking the iPhone first. How come the staff response to her like that. My wife needed back to work finally and cannot buy the iPhone reserved!
At first, time management is very bad in Festival Walk Apple Retail Store in Hong Kong is very worst. Why my wife cannot buy the iPhone within the timeslot provided.
Secondly, Apple Staff attitude is very ridiculous. My wife just enquired the staff politely. But how come the staff replied her like that. How come Apple hired a rude staff likes “Andrew” in Festival Walk Apple Retail Store in Hong Kong. He was very rude, impolite to her. What’s going on. The staffs never polite and I can tell you if we treated our customers like that where I worked we would have been fired immediately!!
Does Apple Company provide any training to the staff? My wife and I doubt that any training provided to the staff. Apple customer service is terrible, he really don't care about helping you with a problem.
Apple is a big company over the world. Apple staff is the most arrogant group of people we will ever meet. They provide such worst customer service experience. It is absolutely unbelievable and unacceptable. Great service offers a unique opportunity for businesses that are willing to invest in a memorable customer experience – they can ot-support the competition. But I cannot find any great customer experience in this Apple Retail Store. Please note that Bad customer service is totally affect company reputation. I did complaint those staff “Andrew” on the same day. But there is no any feedback and response from the Festival Walk Shop Manager or Apple representative. It's an absolute disgrace and I wonder why apple don't have a complaint department!

<< Personal comments removed >>
You get to the store ~30 minutes before closing time, your card is declined for insufficient funds, you are told there isn't enough time to go to your bank in order to deposit more funds and return in time to finish the transaction and are surprised when they don't agree to finish the transaction when you return AT closing time?
Glad you finally got your phone, but I too see no reason for an apology from Verizon. Maybe checking to make sure you have the funds to cover the expenditure next time would be wise. You have a smartphone, possibly adding an app to make the funds transfer electronically would have even kept you in the store while you made the additional deposit/transfer. Better planning on your part would have prevented ALL of this.
Message was edited by: Verizon Moderator

Horrible customer service in store

We have been customers for over 15 years, and went in to a VzW store last week to upgrade our 3 basic phones. Wanted to keep all basics. When they found out we wanted basics, things got very cold. We were pointed to the corner of the store where the phones were at. 3 to pick from - all $100 each! We asked if there weren't any free ones and were told that we'd have to go to the website to get free phones.
So I went to the kiosk in store and signed into MyVerizon and started through the upgrade process. There were NO free phones. So I had to sign in again for assistance from someone. In the meantime, I went to just the Verizon website and could see 1 free phone. 30 min. later, when someone could once again be available for questions, I was told that the kiosk was not their actual website, so I couldnt do the same things as if I went to an actual computer. I showed him that I could go to their website and could see the free phone, but he told me he couldn't help - I would have to call customer service or go home to my computer. Then he walked off. WOW! I am kind of used to being shunned for having basic phones, but to brush me off twice?
We left. During shopping later in the day at a large box store, we discovered 3 basic Verizon phones for $.97! 3 that were not even available on the VzW website. We got some awesome customer service from the store employee and did our upgrade of 3 phones in less than 15 min.!
We are stuck with VzW because of our location and lack of other wireless in area, otherwise, we would switch - I do not believe in supporting horrible customer service!

I had a terrible customer service experience also at the West Plains, Mo. Verizon. I went in to upgrade today to find out that my unlimited would now be cut to 2G. I was upset because I didn't realize Verizon was doing this. I was asking if I could atleast get 4G for my old price. Another worker there said, "Would you like me to sing you a song and dance?" Really, Verizon! All of the money you are taking and you're reducing services and this is the response I get? I think you can do better than this.

Verizon Wireless Network Extender and the Terrible, Horrible, No Good, Very Bad Customer Service experience

It was a dark and stormy night...
For the past eight years, I had been happy with Verizon wireless service. Great coverage and rarely a dropped call. However, all of that changed when I moved into a lovely mid-century modern condominium. The solid concrete walls and ceilings were blocking my attempts to communicate with the outside world (i.e. order pizza).
Enter the Verizon Wireless Network Extender! My own personal cell tower! Alas, the VWNE was $250, which was a lot of money. So, being the resourceful recycling advocate that I am, I procured a refurbished one and hooked it up to my network. Then I called Verizon to begin what would soon become one of the Bottom 10 Least Enjoyable Experiences in customer service history (note: obvious foreshadowing).
The first technician I spoke with was Benjamin, who was actually quite helpful. He noted the VWNE's MAC address and other information before attempting to allow me to access my unit. But he could not. Why? Apparently the unit was still registered to another Verizon customer. He told me the matter would be forwarded to "Verizon Correspondence Support" who would contact the registered owner and get their approval to reassign the unit.
A week later, I called in to ask about the status of my request, but was told by Darryl (another tech from the VWNE department) that the "Verizon Correspondence Support" department did not exist. Did. Not. Exist? Fine, I explained the situation again, and Darryl eventually told me he would submit a special access form which may resolve the problem. He apologized for the mixup, thanked me for my patience, and told me to wait 24-48 hours for his return call with the results.
120 hours later, I called to ask about the status of the change access form because I had not received a callback. Michelle, another representative of VWNE support, told me there was no record of this form having been submitted. No. Record...? After which, she made no effort to help me after reading through my transcript. In fact, quite the opposite. To paraphrase...
"I'm sorry we wasted two weeks of your time leading you to believe we had a solution. Actually, there is no Verizon Correspondence Department, there is no special access form, and no tech will be calling you back. Furthermore, I will not allow you to use our unit because the previous owner hasn't filled out Release Form 27B stroke 6. For all I know it might have been stolen. Perhaps by you? I guess we'll never know for sure, because I won't contact the owner for any reason. In fact, there is nothing I can do to help you whatsoever. But if you like, feel free to throw our network adapter in a landfill. Thank you and have a nice day."
OK Michelle, here's the deal. I don't even WANT this doohickey. You see, all I want is for my phone to work. That's why I am calling you. To get THIS piece of your equipment working, at my expense, so that I can continue to be a Verizon customer. Seems like I'm doing my part. Why is this so difficult?
"Sorry"
Lesson of the story? DON'T BE A MICHELLE. If a customer is in trouble and you can't solve his/her problem, contact a supervisor and work out an alternative. In my example, perhaps Verizon could have provided me with an "official" VWNE? At a discount? Or have a technician sent out to examine the signal? Really, *anything* is better than being brushed off. After being brushed off.
After being brushed off.

Follow up: I acquired another VWNE from a local seller, just in case he had to be contacted for the Nuclear Priority Phone Release Code (geez). Ironically, it wasn't necessary, because said fellow had already left Verizon after too many negative customer service issues. Oops.
The good news is that Verizon was able to properly activate the second unit. I was connected to a VWNE tech named Bertha who was VERY helpful and treated me like a human being. Which made all the difference and restored my faith in humanity. I requested that my story be relayed to upper management so that the hordes of secondhand VWNE buyers wouldn't also get burned by Verizon's "hands off and look elsewhere" policy. Bingo. Finally. Done.
Epilogue: Until Verizon eases up on their needlessly stringent policy, beware the unchecked VWNE! Be sure to get the MAC code and check it with a local store/tech support before buying it.

Complaint - Poor Customer Service in Store and Inconsistent Communication

I am writing on this discussion board in hopes that my complaint will be reviewed and communicated to those in a position to make a change so that other Verizon customers will not have to experience what I did yesterday. On June 24, 2013, I had an exceptionally bad experience with Verizon. My iPhone 4S completely shut itself off while I was reading an email on my way into work. It had a full charge and I wasn't doing anything differently with it, simply scrolling through emails before it shut down. When I got into work, I attempted to connect it to my charger to see if it would recognize it, which it did not.
On my lunch break, I went to the closest Verizon store to my office, located at 209 S LaSalle St., Chicago, IL 60604 (312.658.3900) to speak with them about my options. They looked at the device and informed me that thye couldn't read anything from it. They also noted that there was no water damage and the device was intact - no cracks or anything of that nature. Knowing that my upgrade date was a mere 22 days away, I asked if there was any way they could please bump it up so that I could upgrade to the iPhone 5 and have a working phone. John-Paul, the individual who I spoke with, informed me that I could go to the Apple store and see if they could help revive the phone, and if not, I could call Customer Service (800.922.0204) and ask if they could bump up my upgrade date because, "Customer Service are the only ones who can do that."
In order to be proactive, and knowing that I might not have a working phone to call Customer Service with later last night, I went back to my office and called Customer Service to see what my options were. I spoke with an individual named Gabby at around 12:30 PM - 1 PM CT who was very helpful. She was baffled that the store hadn't helped me since there was a Corporate offer (Eligible Device Offer Upgrade) taking place throughout all of Verizon which offered customers the opportunity to upgrade for the discounted price of the phone, so long as they were upgrading from a 3G to 4G device, which I had been trying to do when I went in the store (since my phone is a 3G and the iPhone 5 is 4G by default). She asked for the store's contact information that I had just been in and put me on hold while she called them and told them that I was eligible for an upgrade and could receive the iPhone 5 at the upgrade price. She informed me that she had spoken to John and that he had located the promotion code, and suggested I go back to the store before he left for the day since he was the individual she had spoken with about my particular situation.
I immediately walked back to the store and found the John she spoke with << Full name removed >> and he was very helpful. I confirmed that I could upgrade to the iPhone 5 at the upgrade price, knowing there was an additional standard $30 upgrade fee, in addition to taxes and insurance. When he went to get me the phone, however, he informed me he had just sold the last black one of the GB size I needed. He informed me that another store in Chicago had 9 iPhone 5 devices in black in the GB size I was looking for.
I left work at 5:45 pm CT and walked to the Verizon store located at 36 S State St., Chicago, IL 60603(312.726-8277) to purchase my upgrade. However, upon entering the store, I was immediately told they couldn't promise me anything and that they might not be able to upgrade me for the price I was quoted, but instead, only shave off $50 from the phone. I asked to call and speak with a Customer Service rep while in the store since I had been told earlier in the day, by a Verizon Customer Service rep, that there was an Eligible Device Offer Upgrade promotion currently taking place that I could take advantage of that would allow me to purchase the iPhone 5 at the upgrade price. I was troubled to hear that the Customer Service rep on the phone was now telling me something differently - in fact, there was no promotion, and the only promotion I could take advantage of was the one in which $50 would be shaved off the phone's full price. I asked the individual who was assisting me at the store to call the LaSalle Street store to see if they still had the iPhone in the size I needed in white (at this point, I didn't care about the color, so long as I had a working phone) while I continued to speak with Customer Service. I was told by the CSR on the phone that it is each store's manager's individual choice to decide if they can override the upgrade date, which I told her I had been told the EXACT opposite in the LaSalle St. store earlier in the day by John-Paul. She explained that individuals in Customer Service have much more extensive training than those in the store, implying John-Paul might have misunderstood the policy. However, I asked her if they received such excellent training (and I would have to assume the same training), then why was I being told something completely different than what I had been told by a Customer Service Rep earlier in the day. I was obviously frustrated at this point as I'd been given the ring-around all day and still had no working phone, which again, was NOT my fault - the device simply died.
I hung up with Customer Service and was informed that the LaSalle St. store had now told the State St. store they didn't remember telling me they would be able to upgrade me at the promotional price, and had only said they would give me $50 off the phone. I was more than upset at this point as I had clarified three different times the total cost of the phone while I was at the LaSalle St. store earlier in the day, and they had confirmed it would be the promotional price. A manager at the State Street store informed me I had three choices: buy the iPhone 5 at the full price and they would only shave off $50; go to the Apple store and see if they could fix the phone; or buy the iPhone 5 with a music bundle. Know that the price of option one was out of the question, I asked how much my third option was, and after looking over my outfit, the handbag on my wrist, and the jewelry I was wearing, he asked me, "How much did you bring to spend?" I was appalled that he had the gall to even ask this and told him that I had brought in enough to cover the price of the phone at the promotional price that was quoted to me by a CSR, as well as an individual in the LaSalle St. store. He told me he couldn't help me and suggested I go to the Apple store to see what they could. When I brought to his attention that the phone had simply died and not due to anything I had done, and my upgrade date was only 22 days away, and the most recent CSR rep I had spoken to said that it was up to the individual manager's discretion to override the upgrade date, the manager tried to tell me the exception to that rule was the iPhone. I was utterly flabbergasted since every conversation I'd had was either in person (where an individual could see me with my current iPhone 4) or on the phone where I stressed I had the iPhone 4S and wanted to upgrade to the iPhone 5.
I left the store feeling frustrated and disrespected. At the end of the day, I had been strung along by Verizon, being told different things by different people, and quite frankly, was lied to and manipulated by their representatives. I would suggest that respect, communication and customer service be re-evaluated and stressed to those that work for Verizon, no matter the level.
Message was edited by: Verizon Moderator

Apple does not allow?? If you or I walked into an Apple Store and plunked down full price they will assist you to no end. I pay full price for my devices, however when I visit the Apple Store near me the purchase price is something like 16 GB for $199, 32 GB for $299 and 64 GB for $399. Strange since I don't purchase on contract and pay the $700 out right. Me thinks Verizon is trying to get my Unlimited Data and lock me into a contract. However that is not going to happen. So sorry Verizon I have been looking at T-Mobile as of late. Was thinking of putting my emergency phone on their network just to try it out.

Worst Customer Service at Store # 438 - San Diego Mission Valley

For the second time I experienced last night the worst customer service at any store I've been too. I don't know if the employee (Jackie) is to blame or General Management (or Corporate Training Management) but I have been so unlucky to have to speak with this person for the second time. I will describe the two experiences to see if this is the kind of Customer Service training this people get:
The First time I talked to Jackie at the Customer Service desk I was there to return a Camera I had purchase and was not happy with it. This time she informed me of the 15 days return policy (never looking at me or my eyes, always looking down at the computer, never smiling, sounding rude and with a tone of voice of are you stupid?). I had to inform her I was an Elite Plus Member and I was entitled to a 45 days return policy. To my surprise even though she went into her system and verified I was an Elite Plus Member she dared to tell me: "Maybe when you bought the camera you were not an elite plus member, so you were not entitled to the 45 days return policy". Then I assured here this year alone I had spent already over 10,000 dlls at that particular best buy store (mostly) and I was definately NOT NEW to the Elite Plus program, even mentioned I had been a Silver Member since 2009 with no stop. To my surprise again she insinuated I was a liar and said: "How can I be certain of that?"... I mean, are you for real? Do BB train people to talk this way to customers and call them liars? Why would I lie about this kind of thing? Why didn't she bother to check online when my Elite Plus Status kicked in? Anyway after arguing for a while and having to put up with her she offered the refund in a Gift Card which I said FINE, I had to get going, and anyway I usually buy a lot of stuff here, so that would not bother me. But she made me feel not welcome at the store and made me consider other store options with good customer service.
As if practially being called a liar wasn't enough, last night I had my second encounter with this same Jackie rep at the Customer Service at the same store. This time I was there to exchange a ASUS Transformer Pad I had bought in Vegas (during a trip I made there). The tablet was defective and battery only lasted 1 hour. I received the same treatment, (never looking at me or my eyes, always looking down at the computer, never smiling, sounding rude). Never explained my options or said, don't worry we will take care. She seemed so unhappy as usual and kept me in suspense to see what was going to happen until I asked her. She then said she was waiting for someone to pass by and go get a new tablet (which I was hoping for). After a few minutes somebody passed by she asked for the tablet and at the time of procesing the exchange she tells me: "where did you buy the table?" I responded in Vegas. So she said, ok well, there is a CA recycle fee you have to pay now. I argueed, I am not buying it, I bought it in Vegas and it was defective, I am only exchanging it, why am I am being now charged 3 dollars more? To my surprise what she responded was: "well, this is the way it is, if you don't like it, then go back to Vegas and exchange it there" (on a very "are you stupid" kind of voice)... Seriously I had enought and said, OK just charge my card and write your name on the receipt (which she gladly did).
I don't know if she is to blame or the Management at the Store is, but she obviously lacks people skills and definately has zero training. She knew I was an Elite Plus Member again and did not care to be a bit nicer about it. Honestly I had never experienced this kind of service anywhere before, she made me so upset I did not even want to talk to the General Manager or whatever available manager because I was then going to be extremely rude and I don't like to be that way. So I had to go home and cool down.
Then I decided to fill up the customer feed back and write about my experience, but I am also hoping to reach the corporate offices with this post. I am hoping the store gets a service audit in case you have any interest in us (customers) coming back and purchase at the store. People are moving to purchase online and there are plenty of stores and good offers to take advantage of, but I am one of those who love the store purchase experience (not at this bestbuy thought).
To finish my post I am telling you last night I had the intention to get a 4K 55" TV at the store after my exchange. Ask me if I went ahead with my 1,800 dlls purchase?

Hello saulillo,
There is never a circumstance where it is appropriate for our associates to behave in the manner that you describe. In addition, it is imperative that our representatives are informed on our policies and procedures -- such as our Return & Exchange Promise -- so that your experience is both smooth and painless. I apologize for your having to cope with such unprofessional behavior and incorrect information.
I will pass your remarks in full along to the store leadership team. It is my hope that they will use your feedback to ensure that you -- and our other customers -- have an improved experience on your next visit.
I am extremely grateful that you took the time to write to us about your experience.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Lousy Customer Service Experience

My husband and I purchased a TV on 7/31/14. What started out as a good experience has turned into some of the worst customer service I have had the displeasure of experiencing. We made an online purchase for in-store pick up. When we got to the store and saw the TV we were purchasing, we changed our minds and went with a different TV. The sales person was extremely helpful and went above and beyond assisting us with our decision and purchase. We were told to cancel our online order, which we did. We received an email confirmation stating, "At your request, we've canceled your order. Be assured that if you paid by credit card, it has not been charged..." What we discovered was that we were indeed charged for the online purchase, in addition to the in store purchase. As soon as we noticed the charge, my husband called customer service and was told we should receive a refund within 7-10 business days. The customer service rep refused to look into it further, and my husband left the call feeling frustrated and annoyed.
Several days passed when I decided to call yesterday, 8/11/14, to address this issue again since we had still not received our refund. I was told the same thing by a different customer service rep. I informed this person that I understood the policy, however, according to the email, our card should never have been charged in the first place. His attitude was that he couldn't care less, that was the policy, they didn't have the money- it would be refunded soon. I asked to speak with a supervisor who immediately met me on the defense, and repeated the same policy back at me. I expressed my irritation and frustration at hearing the policy over and over again, without hearing a solution AND they were failing to understand that my issue was not with the policy, but the fact that my card had been charged despite the cancelation email saying otherwise.
After insinuating that 'if I needed the money,' he said that the best he could do was fax my bank to have them make the funds available. He told me he'd need my bank's fax number and put me on hold. I was on my bank's web site looking for a fax number, when he came back on the line. When I explained to him all I see is an 800 number and asked if that would work, he responded, "I guess" in the most put-out way possible. He said he would call me personally to inform me when this happened. It's now the next day. No phone call from Dimitri, the customer service manager, no refund in the bank. This has truly been an eye opening and disappointing experience.
In this day and age of Amazon and other competitive big box retailers, the most precious asset a company has is it's employees and their ability to deliver exceptional customer service. This experience has left me questioning if I ever want to shop at Best Buy again.
Sincerely,
Maja (removed per forum guidelines)

Hello jbuck,
Purchasing a brand-new TV should be a quick, easy and painless process -- not a tiresome experience like you described -- so I can imagine how frustrated you must feel. I'd be disappointed too if I cancelled an order only to later discover that transaction on my credit card statement. We rely on our in-store and phone support reps to provide prompt and courteous service, so it's disheartening to learn of situations where that expectation may not have been met.
Like AWBrown mentioned, a hold may be placed on the paying debit/credit card whenever an order is placed on BestBuy.com. These funds aren't officially collected until the order has been fulfilled (shipped or picked by in-store personnel), but this may have an effect on your available credit in the interim. If the order is later cancelled, Best Buy's role in the transaction is complete and it's the responsibility of the card's issuing bank to ensure any pending or expired authorizations are properly removed from the customer's account. Most banks are able to do so within 2-5 business days, but some may require up to one full billing cycle. For more information on this process, please refer to BestBuy.com's Conditions of Use, our Payment Options FAQ, and your card issuer.
That said, I'd like to take this opportunity to gather some information. Please make sure to check your private messages when you can by signing into the forum and then clicking on the letter icon in the upper right-hand corner of the page.
Aaron|Social Media Specialist | Best Buy® Corporate
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Horrible Customer Service at Store # 125

Horrible customer service, especially coming from the general manager of store #125. I'll probably never shop here, or any other best buy locations, again due to my poor experience here and being talked down to from the so-called general manager.
Direct quote: "I am the general manager of this store and I'm telling YOU the returns & exchange policy. It doesn't matter what the other associates tell you, I'm the one to clarify the policy with you."
This is just rude and disrespectful. As a customer, I am shocked that this kinda of attitude is coming from the management of the store, no less the General Manager.
I was merely presenting an email converstaion with customer service stating that I could exchange my ipad with a different color and was then given the above lecture. This is very unprofessional and disrespectful.

Hello matt_h_8,
There is never a circumstance where it is appropriate for our managers to be anything but respectful to you and our other customers. I apologize for your having to cope with such unprofessional behavior.
With regards to our return policy, generally speaking an exchange can be made for a product of a different color without issue -- except potentially where sale pricing is concerned. What particular aspect of your situation resulted in the exchange you reported?
I'm grateful that you took the time to bring your concerns to our attention.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
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Worst customer service experience I have ever had.

I have never felt so disrespected by a company in my entire life. Their customer service is beyond terrible, as anyone can see by reading the various posts from frustrated customers on this forum.
I ordered a laptop on November 30th as a present for a family member's birthday but, when I saw that the shipping date would be later than than the actual birthday, I emailed them to cancel the order. Most modern companies give you a cancel option right on the site but not Lenovo ... you have to email them. Fine (I thought), it's a little less convenient but what the heck? I then called the next day to confirm the cancellation, just to make sure, and was told that the cancellation would probably be processed the next week, on tuesday, and that I would get an email to confirm. That email never came. I called back a couple of days later and a different rep told me that they were still waiting for the warehouse to confirm the cancellation and that it could still take a couple of days. Ok, fine, I guessed I would have to wait a bit but it would surely go through in time since the cancellation process was started almost immediately after the order. I didn't receive any other emails so I emailed again, and again ... and again and never once got a reply. I even emailed one of the reps I spoke to on the phone directly since she gave me her own direct email address (a nice gesture, I thought ...) but she never replied, either. Then, to my surprise, I find out that they actually shipped the unit on December 5th, even though my account must've been full of notes detailing my various emails and calls (if they even keep those on record like any reputable company would but... who knows?). I finally receive the **bleep** laptop by mail after all this! Like all the calls and emails had been completely ignored! I suppose they do this on purpose, betting that the customer will be too lazy to return it.
I start chargeback proceedings with my credit card company just to make sure I don't get screwed but I cancel them when I see that they finally replied to my request for a return label (the first, last and only reply I ever got from them) so I cancel the chargeback, thinking that this crappy experience will soon be over.
They received the unit on December 30th. I never even opened the box it came in, so I know it's 100% working and not damaged so their should be no delay caused by their quality check. Still, here we are, January 10th and no refund. Still not getting any replies to my emails either. Calling them is, of course, useless since you either can't get through, are transferred to another department that has no clue on the issue, are told they will get in touch with you later or to just wait for calls and emails that never come. Meanwhile, I’m paying interest on a purchase I cancelled minutes after the order, not the mention the initial charge still on my account. So now I have no laptop, they have my money and any attempt to reach them is ignored.
Now I have to write this long and boring post on a public forum just to get a reply (I see that hey at least reply to these, sometimes ...). I am way beyond the end of my rope here so, if anyone from lenovo reads this, get in touch with me NOW so we can finally resolve this matter.
Solved!
Go to Solution.

They finally e-mailed me yesterday, telling me that they will check with their billing department and get back to me. The thing is, they told me the same thing over the phone and in the support chat before and they never ever get back to me. We are now well beyond the regular delay for a refund so isn't this outright theft, at this point? What do I do? Call the cops? Get a lawyer? I'm afraid to issue a chargeback because people have been screwed before with lenovo refunding them way late, causing the cc company to reverse the chargeback and then Lenovo, being brain dead as they are and thinking the chargeback still went through, cancelled the refund, leaving the client with no money and no product.
I hope potential customers will read this forum and avoid Lenovo like the plague. Lenovo really are a bunch of heartless crooks.

BT most frustrating customer service experience in...

I thought I would register for this site - only so I could share my experience of BT broadband customer support. It will come as no surprise to many of the customers of BT that my experience is a poor one.. but by posting I hope to clear some of the frustration that I am feeling and get on with the rest of my day.
The context is that I fequently have poor connection speeds or no service at all. most of the time I do not bother to call support as I know the experience is horrible. Today though I did call as I am really considering switching to another provider and thought I would give BT a chance to assist me. Here are a list of my complaints as sent to BT today. You might find the transcript of my conversation with the support rep of interest:
1) Frequently have issues with intermittent service and poor connection speeds.
2) Automated Phone system VERY frustrating when trying to contact BT customer services. Today have worked out the quickest way of getting through to support team involves TEN different options having to be chosen
A real example from today follows:
1 - enter your number
2 - select 4 for fault
3 - select 2 for broadband
4 - Listen to advice
5 - please hold
6 - if you have a problem with broadband press 1
7 - press 2 if your phone is working
8 - listen to advice to use online help
9 - press 2 if you don't want to use online help
10 - if you are experiencing slow speed press 3
11- listen to message "we randomly select people to provide feedback please press 1"
12 - please hold to be connected.
3) Once you DO get through to a human you are frequently told you need to be transferred to another department or get cut off - having to call through again. I had to make 7 separate calls today and still have not had my issue resolved.
Today I was told today after 7 separate calls to the Customer Service team for Broadband problems that I would be called back by a specialist team between 12 and 2Pm today. I was not called back and then called back myself to ask what the promised update was progressing. Here are some notes from that call - I have tried to quote verbatim where possible (its not exact .. but hopefully allow you to get the gist of it):
Me: explain that I have called in several times - the latest at 9:am this morning was when I went through a series of tests, and was advised that my problem would be referred to the Network support team who would call me back between 12 and 2pm - as it was now 2:15 and no call I was ringing to see what the update was.
BT: whenever any cases are raised to the network faults team. It goes to anyone of them randomly. So the person to whom this fault is assigned may not be there in their shift.
Me: Can you please check?
BT: (after wait) He is not on the shift.
Me: Ok so what is the update please?
BT: So I will be running a few tests. So that I can find out how your internet works over the past few.
Me: Yes but would you be able to look up the update that I have been waiting for please? you ran these tests several times this morning.
BT Yes I will need some few minutes.
Me: thats fine I have been waiting since 9am this morning and this is my seventh call to BT customer service. I have been waiting for just under 8 minutes on this call so far. Happy to wait.
BT: are you using a laptop or desktop?
Me: Ipad
BT: And do you see the lights on the router changing when the service drops out.
Me: I have already answered these exact questions this morning at 9:am
BT: OK sire (?) - the line will go quiet now then.
(after about 5 minutes)
BT: Please allow me one more minute
BT: The test shows no fault in BT network.
Me: May I ask why I have been waiting for an update then?
BT: The work has been done.We generally ask the customer to wait for update. Its a very good constant speed - you are getting a speed of over 8MB. There has been no issue for the last 18 days.
ME: right ok. So - when did this come back on? - because I was told this morning at 9am that there was a known issue in this area which had been resolved but when they ran a test this morning on my line they said there were still some problems and that this would referred to the network support team.
BT: Let me tell you what this means - whenever the level 1 team runs any test - they try to .. if there is any fault they find it and go ahead and make it very simple to test the network in your property. I have made distinction and everything is working very good in BT network. A good consistent stable broadband.
ME: So why was I told there was a problem this morning
BT: That is right - something is affecting your internet internally. There has been no issue for the last 18 days.
ME: if it internal to me.. why when I call the main number BT and type my phone number in, does it say there has been a major network issue in my area
BT: No this is not correct.
Me: but when I call BT I get a recorded message saying that has been a major outage in my area which has now been corrected but you are saying that there is no issue.
BT: we must do some troubleshooting - I promise I will help in the quickest way I can.
ME how will you do your troubleshooting? because I cannot connect my ipad via ethernet. - which is what I know from experience you will ask me to do.
BT: (incoherent)
ME: I am sorry but I don't understand what you are saying - would you mind repeating the exact practical steps that you want me to perform?
BT: ONCE YOU ARRANGE ANY WIRELESS DEVICE LIKE LAPTOP. WE IMPROVE YOUR WIRELESSLY CONNECTIVITY. THEN AT THE SAME MOMENT OF TIME WE CAN CHECK THE WIRELESS CONNECTION.
ME: PLEASE TELL ME THE ACTUAL PRACTICAL STEPS.
BT: STEP 1: ARRANGE FROM YOUR FRIENDS OR FAMILY MEMBERS AND THEN I CAN HELP YOU. TO GET YOUR WIRELESS CONNECTIVITY IMPROVED.
YOU NEED TO ARRANGE ANY LAPTOP SO THAT WE CAN CHECK AND GET YOUR WIRELESS CONNECTIVITY IMPROVED.
ME: ----> BORROW A LAPTOP?.... descends into a furious rage.....dials off..
4) I am paying £26.80 per month for slow broadband and £14.45 for line rental - despite the fact that I do not have a landline. I am fairly sure that this was not the deal I signed up to when I first started my BT service and do not understand how you can be charging me such an uncompetitive deal.
5) I also have BT vision but am charged on a separate bill and cannot speak to a single person about my entire account as Vision is dealt with by a different team. As stated previously I would rather boil my head than have to call through the automated telephone system so rarely ring to speak to two teams.
I am awaiting a response from BT. - Lets see.
.... breath out ... and relax...
Interested in others experiences. Is this unique to me?

Well, this is a user help forum
I will move this post to an active help board, so you can get assistance. Meanwhile
Welcome to this customer to customer forum.
To enable forum members to help you, please could you look at Helping forum members to help you which asks you to do a few checks first, and has some helpful hints.
When you have done that, please post the results here, so members can offer advice. Thank you.
I have changed the subject to make it more noticeable.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Re:customer service at stores

Me and my wife both have been to the same store two times to get upgrades and both times we where treated like we where worthlees and overlooked. I have been with alltel/verizon for over 14 years and it looks like its about to end. Talked to many reps and with many emails with no conclusion but hers a $15 bill credit for gas expenses. Really verizon this is why i have one foot out the door waiting for my wifes contract to expire cause they informed me we will be charged $350 if we leave early. If verizon was worried about customer service they would bend over backwards to help you cause sprint is doing anything possible to get our business even taking more off their phone prices to get us to come on over. Verizon needs to teach their people not to judge a book by its cover and not skip over people waiting for others that look more promising.

You know why Sprint is all but picking you up at your house to get you into their store...... They are losing money, have for years. Their service stinks, data is slow, and their unlimited data is on their mostly 3G system. If you roam at all, you are throttled, if you go over 300MB, or use too many minutes while roaming you may be booted out of the company.
If you are in an area that has great service 4G data and you never travel, Sprint could very well work for you.Just be sure to check everything out.
May I ask the address of the VZW store you have an issue with?

Old DVR on a new installation -- Horrible Customer Service Experience

I have been a Verizon customer for less than 36 hours and I've already been berated by uninformitive customer service reps and been passed around to the point were I'm seriously considering going back to TW.
My "triple play" was connected yesterday and during the installatin I noticed I'm being given an old (6416) DVR. I know for fact that Verizon has been sending out and advertising new (7232) DVRs for a while now, and I'm paying the same price so I asked the Technician and was informed that they did not currently have any 7232 DVRs at their particular location but that this would be an easy fix if I just called 1 800 Verizon because Verizon would be more than happy to replace the DVR if I wanted to. That sounded simple enough so I let it go and didn't make a big fuss during the installation, but boy was I in for a surprise.
I spent a lot of time on the phone today. The first rep I spoke to on the phone had an insanely horstile attitude and asked me "What does it matter if the box looks like the old ones if it can record?" which is an obsurd question as we all know this is not about what the box "looks like". He then proceeded to get very insulting and condecending, telling me I should go online to upgrade, cutting me off to repeat the same instruction everytime I tried to tell him it's not possible to do so online (or atleast I don't know how). He would not let me speak to another represantative so I hung up.
I called again and I was told there is an "option" if I justlogged in to my Verison that lets me choose specific me which equipment I wanted and that there is nothing they can do. So I thanked the rep and headed online only to find out there is no such feature. While trying to figure out where to do this online I was prompted to Chat with an online rep for help so I did:
To my astonishment, the online rep informed me that there is no way to do this online and that I should call a local Verizon store. When I asked if he could please give me the address or the phone number of such store in New York City, he said he did not have that information!
So basically I have spent hours trying to fix something that is not my fault to begin with. I just want a new DVR and I don't think I should have to pay the upgrade fee because I just had this installed yesterday..., can anyone help please?

Hello Aj88
I sent you a private message to help you with your issue.
Thank You
^Jack

Terrible Customer Service Experience

I was recently billed incorrectly for wireless internet access. When I called customer service to resolve the issue, I was told by the representative that he did not have the authority to correct the situation and that someone would call me back in a day or two. That phone call never came. I called back to follow up and was told by the C/S representative that she did not have the authority to correct the billing issue. After several minutes of trying to get her to let me talk to her boss, she finally told me that she could not connect me to a supervisor unless I specifically asked to be connected to a supervisor in those specific terms. After that debacle of formality, I was connected to her supervisor, J. Ross.
Mr. J.Ross told me that he could not help me and that someone would call me back in a day or two. Remembering how well that went the first time, I told him that being called back did not work and that I would like the situation resolved tonight...without waiting for phone calls that never come. Mr. J. Ross then hung up on me. I guess the nightmare C/S issues that I've heard about from others is true. I have been a Verizon customer for over 12 years and have held accounts in several states. That may change after I visit my local free standing Verizon store tomorrow morning. I'll drop all four accounts and look to a different carrier for my family's wireless needs if this issue cannot be resolved.
Most Regretfully,
Lisa

californialisa wrote:
I was recently billed incorrectly for wireless internet access. When I called customer service to resolve the issue, I was told by the representative that he did not have the authority to correct the situation and that someone would call me back in a day or two. That phone call never came. I called back to follow up and was told by the C/S representative that she did not have the authority to correct the billing issue. After several minutes of trying to get her to let me talk to her boss, she finally told me that she could not connect me to a supervisor unless I specifically asked to be connected to a supervisor in those specific terms. After that debacle of formality, I was connected to her supervisor, J. Ross.
Mr. J.Ross told me that he could not help me and that someone would call me back in a day or two. Remembering how well that went the first time, I told him that being called back did not work and that I would like the situation resolved tonight...without waiting for phone calls that never come. Mr. J. Ross then hung up on me. I guess the nightmare C/S issues that I've heard about from others is true. I have been a Verizon customer for over 12 years and have held accounts in several states. That may change after I visit my local free standing Verizon store tomorrow morning. I'll drop all four accounts and look to a different carrier for my family's wireless needs if this issue cannot be resolved.
Most Regretfully,
Lisa
If you have problems with any customer care rep not following through or helping you get the resolution you need, ask for the Corporate Office's mailing address to write a complaint. That will usually straighten the lax reps. Make sure you take the names of everyone you speak with to ensure that the Corporate Office knows who to target and who to commend.

Gift card fail - horrible customer service experience

I recently received my Verizon wireless bill. I went to pay it with a gift card that I received from upgrading to the new iPhone. It had a little over $91 left on it. When I went to pay, the card would not cover the entire bill, and it told me to enter the amount I wanted credited. I entered the full $91+ in the system and pressed enter.
The system started thinking and then about 45 seconds later, I got the message that "the system was currently experiencing problems- please try again later"
I waited 20 minutes and went back into the account. The bill was still there and I went to pay by gift card and now the system told me I had $0 dollars left on it. That is when the fun started.
I spoke to 4 different people in customer service. The first person dropped my call. The second told me to call the number on the back of the card (I told them that Verizon never sent me a card but sent me an email). They told me to call the one number on the email. I did and that number offered no options to actually talk to anyone but the computer was kind enough to tell me my card had zero balance. I called the regular customer service again, pressed the option for billing and got routed into tech support (no clue how that happens). This person had no clue how to help me so they transferred me to another person who really had no clue how to help me. They did say they would escalate my issue to internal support and I would get an answer in 24-48 hours.
Now we are 48 hours later and I have heard nothing. What the hell Verizon?!?!?!
How can you not be taking care of this in a timely manner? I am extremely disappointed at the level of service you are providing. Honestly, when did you guys become as bad as Comcast in helping customers get issues resolved?
Oh and don't get me going about why I needed to even go into the sytem 2 times to apply my gift card credit. Why couldn't I just apply the entire amount and have a credit on my account for the next bill? Would that have been so tough?

We want to ensure you get the complete support that you deserve, tonymess! I apologize for the experience. I would love the opportunity to review the account in detail to determine the results of the previous investigation and work to get this resolved! I have sent a Direct Message and will look forward to your reply! YaleK_VZW Follow us on Twitter @VZWSupport If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

My Customer Service Experience (Store #55)

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