Ongoing problems - Would like to request a call back

Question

Hi all,
I have quite a tale to tell you, and am reaching out for assistance by somebody that has authority to make decisions   Once my account and case ID have been reviewed I would like a call back at the number on file. Thank you!
1/11
I ordered an Open Box NS-50D550N and specifically chose to pay a bit extra for the "Certified - Excellent" version of the product. It was my understanding this means a Geek Squad member has reviewed the TV, ensured everything works, and ensured all accessories are included in the box per this page: http://www.geeksquad.com/certified-openbox.aspx.  Very excited for a big screen TV!
1/13
I received the TV and unfortunately no screws were included for the stand, no screws were included for wall hanging (New version of this product includes them), and there was a big puncture hole that went through both boxes, through the packing foam, and hit the screen. I called the 888 number and was told by a representative that "Unfortunately open box items are sold as open box due to the fact that they may be missing parts and accessories". When I pointed out that the item I purchased was "Certified - Excellent" and that I purposely chose this version because I wanted to avoid these problems, I was told the only thing I could do was return the TV for a refund.
That would have been fine if I didn't want this TV, but I did and unfortunately there were no other open box versions of this TV available. I was basically being told "tough luck there's nothing we can do but give you your money back". When I pointed out that I wanted a TV, not my money back, and that surely there's something they can do I felt like I was continuing to hit a brick wall. "No there's nothing we can do".
I then noticed that this TV was on sale "new" for $399. I pointed this out and said could I get a credit for the difference since I did not receive a "certified excellent" version of this TV (it did include the "certified" tape all over the box though!). I was told to hold on, then when they came back they said they issued me a $30 gift card. 
"Great!" I thought. But, unfortunately this card has to come in the mail, I could not get the number over the phone or be issued an e-gift card, so I could not use it to immediately discount the cost of a new TV. Sort of worthless as I would miss the sale! When I pointed this out I was again told there was nothing they could do.
I was getting ticked off at this point because I felt like I am really trying to give Best Buy my money and they just don't want to work with me at all! I asked to speak to a supervisor. "Emily the supervisor" came on the line. I explained my situation and she seemed to understand! I felt like I was getting somewhere finally! She said she would issue an immediate $32 credit to my credit card in order to offset the cost of the Open Box I purchased ($367) with a new version of this TV ($399). I could then return the Open Box for a full refund and enjoy my new TV at the cost of the "Geek Squad Certified Open Box" I was supposed to have gotten.
Awesome! I was overjoyed with the news and thanked her for the support. I told her I wanted UPS to pick it up as we live a bit far from a store and it would just be more convenient. She told me that would be no problem, that she issued a refund and to wait 24 hours for my paperwork to come in my email.
1 hour and 15 minutes on the phone with 1-888-BEST-BUY
1/14
UPS shows up with the label. Unfortunately I had not received any RMA information in my email though. I called the 888 number again and I was told to not give the TV to UPS until I receive my RMA information in my email. Day after that (1/15) - UPS shows up, no RMA info in my email. Called again and told to not give it to them. 
In the mean time I had ordered my new TV for local pickup the night I spoke with emily (1/13) and had my wife swing by and get the box. I get home and unfortunately she didn't notice the huge puncture mark on the front of the box. I packed the TV back up and took it back to the store to swap it out with one that wasn't skewered by a fork lift. Got that guy back home and decided I would set him up tomorrow.
22 minutes on the phone with 1-888-BEST-BUY
1/15
I give the 888 number a call again and tell them I still have not received any RMA information but that UPS continues to try to pick the TV up and bring their own tag. The representative tells me I might have better luck just taking the TV back to the store to return it there.
So, I decide to do that. First though, let's check out my new TV! I get it out of the box, plug it in, and the screen is completely shatered. Frustration!!! I pack my 2nd new TV up and the Open Box up and take it to the store that night. I wait in line, talk to the rep at customer service and tell her I need to return this open box and swap out this new TV for a third new TV. 
The TV manager wants to see the screens for both before processing the return and exchange. I tell him that's fine no big deal. They pull the open box TV out and plug it in, and much to my surprise that screen is shattered too, exactly where the hole was in the box! So not only was my "Certified - Excellent" TV missing parts, but was also broken. Ugh!  He plugs my 2nd new TV in and also verifies that screen was shattered.
The customer service rep starts with the return for the Open Box. Types in the order information, and the system wants to give me a refund for $367, the cost of my open box, minus the $32 I was already credited. I explain to her that "Emily the supervisor" credited me an extra $32 to make up for the price difference between the open box and the new TV. She goes and gets the manager, and he explains to me that the system will not allow him to give me the full refund and I need to contact the 888 number to get it straightened out. More frustration!!!
I call up the 888 number, talk to several people, and finally land with a supervisor in the Home Theatre department. She explains to me that what Emily told me is wrong, she had no authority to do that, it was impossible for me to get an extra $32 on my credit card, and a refund for the price of the open box minus the $32 was the best they could do in her department. She then tells me I need to discuss this further with the "back office" department and sends me back there.
I speak with that representative, and she tells me I need to send it back to bestbuy.com through UPS. I explain to her the problems I have been having with receiving the RMA information in my email. She tells me (paraphrased) "Oh no! When you have UPS pick up you won't get an extra emails from us They bring the tag and thats all you need!"   ........  
3 days of phone calls, several different reps, and she's the first one to tell me I won't be getting an extra email. Extreme frustration!!!!
I then explain to her the issues with the extra $32 credit. She looks and tells me as best as she can tell if I return the TV to them I will get my full refund for $367 + tax and be allowed to keep my extra $32 credit. I tell her great, lets get this return going and she tells me UPS will be out to my house tomorrow (1/16).
I then get my third new TV and the open box back on the dolly and back in my car.
1 hour and 20 minutes on the phone with 1-888-BEST-BUY.   2 and a half hours in the store.
1/16
I've plugged my new TV in today and everything looks great finally! My concern is, at this point, I have no idea what I am getting back on my card when you guys finally receive my open box TV. I can tell you I want what was promised to me though, a full refund plus I be allowed to keep the $32 already credited back.
If this is not standard procedure, I feel like the ~3 hours I have spent talking to customer service reps, plus the 2.5 hours I spent in the store last night, and the 4 TV's I have hauled around the house and the car allows me to expect the $32.
It's more the principle of the matter at this point. 
Thanks for reading!

Answer 1

Hi russ01,
I have now gotten this order refunded and you should see your funds in the near future. I am also sending you a private message with additional details. To check your messages log into the forum, and then click on the letter icon in the upper right-hand corner of the page.
Thanks,
Allan|Senior Social Media Specialist | Best Buy® Corporate
 Private Message