Open Box Sales Concerns

I sent the below e-mail to customer support on 12/1/2014 but haven't heard back from a single person so I thought I would try here.
To whom it may concern,
I am very sorry to say this but I have been massively disappointed in Best Buy. Back on 9/30/2014 I purchased an open box 32 inch Vizio Television from the then closing Lewisville, Texas Best Buy for my in-laws to use when they came to visit us for Thanksgiving. The big sticker on the box says the price and "Missing Accessories: No Missing Accessories". The line below that says "Comments: No Damage". Without thinking twice I was grateful for the good price and was willing to put my faith in Best Buy telling me everything was okay. The TV sat in the sealed box in the guest bedroom until last week when my in-laws showed up for the holiday. My father in law was very excited and asked me to set it up so he could catch up on some Netflix shows. I happy obligated and opened the box and set up the TV. The first thing I noticed was that the remote wasn't in the accessories box. I assumed it had fallen out so I looked for it. There was, unfortunately, no remote to be found as it was missing from the box. I figured it was an easy enough fix to order a new remote online and went to grab a Vizio remote from a different TV. I found a remote and turned it on only to be greeted by a clicking sound coming from the speakers. I tried everything to get the clicking to stop but failed. After an hour of failed attempts I decided to try again later. The next day I found a few minutes and tried only to fail again. My wife was curious and looked at the box. On the side of the box was a slip of paper taped to the side that stated "Initial Problem Description from POS: Speaker is not working". There are 6 stickers on the box saying there are no accessories missing and no damage and one slip of paper stating there is a bad speaker. My first question is: why are there so many stickers saying there are no problems when someone obliviously knew there were? My second question: why would you sell a TV with a known speaker problem? Why wouldn't it go back to Vizio to be repaired so it could be resold in working condition? I have loved Best Buy for years and even managed to finally meet Elite status and I am sad to see all that go but I am completely frustrated with this situation. It is a problem that shouldn't have happened. I know it was my fault for not checking every inch of the box before purchasing and I accept that but I am frustrated that the TV was on sale in the first place. I hope this can help prevent the frustrations in the future.
Thank you,

Hi David,
Given your description speakers/soundbar are not going to work. It sounds like this clicking is a defect in the speaker itself and has nothing to do with the sound signal being sent to the speaker.
It seems like the only option would be to get the unit repaired, and any Best Buy store should be able to help you set this up. If you want me to reach out to a particular store to get the ball rolling on this repair just reply to this thread with the specific location you would be bringing this TV into.
Thanks,
Allan|Senior Social Media Specialist | Best Buy® Corporate
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Pricing mistakes on bestbuy.com for open box items

I've ended up driving to 2 different Best Buys in the area over the last couple of days in an effort to buy an open box Sony camera - both locations had them listed as available for purchase on your website, information that was incorrect in both cases.
The 1st store had listed 2 cameras for sale. I drove there yesterday - they investigated & discovered the website was wrong, and there were no open boxes of the model. The manager there was polite and apologetic, but couldn't help me (unless I wanted to buy a new camera at a slight discount), and noted that this was a problem with Best Buy Corporate (not the individual store) who had incorrectly listed these (the website info didn't appear to be out of date, it just appeared to be wrong).
I drove today to another Best Buy store, and found the same problem. The "open box" items listed were not available there either, and from checking in the internal inventory system, they couldn't see any open box items in other closest locations either (they suggested I could instead apply for a Best Buy card and purchase a new item).
The time / effort / miles I put in driving to these locations was wasted and needless to say, very frustrating, apparently due to mistakes at Best Buy Corporate. I'm sure the incorrect prices aren't published deliberately, but it's very bad that the data on the website bears no resemblance to that available in the internal inventory system. I should add that, per your website, both locations still have these items listed on as being available.
I'd be happy to provide further details / specifics on my hoped for purchase (sku / Open box IDs, your advertised locations / pricing etc).
Thanks

Good afternoon porkula,
Best Buy stores are tasked with keeping their open box inventory list on their BestBuy.com page up to date as the inventory changes quite frequently. I can imagine you were quite frustrated when you found you had spent your time looking for something that was listed to be available at two different locations, but turned out not to be available at either.
Some items that may be available just before you leave home may be purchased while you are on your way to the store. That being said, as it does change frequently you should feel welcome to reach out to the stores prior to visiting them for the open box item you are looking for. However, while I would encourage you to contact the stores ahead of time in the future, it does not excuse severely out of date listings for their open box inventory.
I am truly sorry if you found yourself at two different Best Buy stores that didn't have up to date listings for their open box inventory. I am sending you a private message to gather further details in regards to each of these stores and their listings. You can view your private messages by signing into the forum and clicking the envelope icon in the top right corner.
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
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Re: Open box deal was not as much of a deal as we were told

I just purchased a Lenovo Yoga2 Open box. The people at the store were completely uninformed about the item. They said it was a returned item and in original condition. When I pointed out some scratches on the laptop and onthe mouse pad, they said that is the reason that the item was marked down, but everything else was supposedly in original condition.
They assured me that it was returned within 15 days and that they do a system reboot before offering it to customers again. I repeatedly asked if this was a floor model and they kept reassuring me that it wasn't. AFTER I paid, they told me, that there was no guarantee that it was not a floor model. I asked for the rating of the model, they didn't give it to me.
The best buy open box policy states:
"Examples of missing parts are power cords, software, manuals, cables, batteries, remote controls, etc. All open box items are certified to function, but missing parts may be required for full function. If the missing item or items impact full function, the condition rating will be "fair.""
At this point, I want to know if this item adheres to your open box policy or not. If not, I want to be sure, so I can return it.
They were not willing to discount the laptop for the scratches, any more. After I decided to purchae the marked down device, the sales person hnds me the laptop and sais, thank you. I look at him, confused and ask for the box. He said open box means it doesn't have a box. I asked for all the original accessories and he assured me that the new laptops come with nothing but the charger and the laptop. No paperwork, NOTHING.
I'm not happy with this purchase. I got it because If figured I have a few days to change my mind. But the Best Buy open box policy states that items come with their original contents. This laptop DOES NOT!

If you are within the return period, return it.
Floor and display models fall under the open box policy.
The policy does not state that all original contents (It sounds like the representative may have, but that's a different story) are present. The policy you pasted yourself even discusses the possibility of missing parts, even parts that could reduce functionality of the unit. Typically, on an item that is open-box, there is (should be) a sticker/tag on it that denotes it as Open Box and lists (should list) any missing items.
Also, not sure if it's posted in store or on the receipt or anywhere, but this (http://www.bestbuy.com/site/olspage.jsp?id=pcat17301&type=page) states that.. "Open box items are tested to function properly, but may be missing parts and/or have cosmetic damages "
But yeah.. your choices will probably be to 1) return it to the store and get a refund or 2) decide the reduced price you paid was worth the cosmetic damage and any missing accessories and keep the laptop.

Open Box Item Delivered, but damaged

Hello, I was out of town when I had an open box range delivered to my house. When I went to the store to look at the item, it was in perfect condition, both the sales person and I could not find any issues with it, and I bought it. When on my trip, I get a call from my wife saying did you see the huge dent on the range? I told her no it was perfect when I looked at it. So I get home the next day and the range has a huge dent on the bottom and looks like it was covered with mud, or is was rained on with dirty water. I want to know what I can do about this. I can't find a deal like this anywhere else on Best Buy, so I am a little disappointed about the delivery group. Thanks

Hello hades79,
Buying an open box item is a great way to save money while getting your hands on an amazing product. I’m sure you were rather excited to buy such a nice range, so I can imagine your disappointment when your wife informed you of the unexpected damage to the unit. As all damage or issues with an open-box unit should be disclosed at the time of purchase, I’m not sure how that would have happened, but I certainly wouldn’t be happy if this happened to me. I’m glad you reached out to us for further assistance.
As it seems your purchase is within our Elite Plus 45-day Return and Exchange Promise, you should be able return the appliance for a full refund or exchange it for another unit. If an exchange is provided though, I cannot guarantee we would have a replacement model at the same price at which you purchased the range. This is because we may not have a similar open box model, and any new in box would be at full retail price, meaning payment may be required if there is a difference in price.
Having said this, I’ve sent you a private message to discuss this further. You may view it by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the page.
Thank you for posting,

Getting ilife for an open box product

I bought an open box macbook pro and the sales person told me I needed to install ilife myself for free. How do I go about getting a code to do this?

I bought an open box macbook pro and the sales person told me I needed to install ilife myself for free. How do I go about getting a code to do this?

Unable o use mover's code for online purchase of open box item

I am trying to purchase this item:
http://www.bestbuy.com/site/apple-open-box-macbook-air-13-3-display-intel-core-i5-4gb-memory-128gb-f...
I put in my mover's code and get a message that "Your Order Does Not Qualify for that Promotional Code". I don't see any reason it would not.

Hello roguenode,
That’s quite a nice computer you have your eyes on, and at that price, I completely understand why you’d want to snatch that up as quickly as possible. It’s regrettable to hear your mover’s coupon didn’t apply as you’d hoped though, especially as there isn’t anything in the terms and conditions excluding open-box items. I can see why this would be more than a little confusing.
After collaborating with one of our internal support teams, it seems that our website classifies open box items a little differently than our retail stores due to certain limitations with BestBuy.com. As such, we are unable to accept the mover’s coupon for these items online; however, you should be able to use the coupon in-store on a qualifying open-boxed item of your choice.
If you have any further questions regarding this though, please feel free to let me know. I’ll be glad to any concerns you may have.
Best wishes,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Issues @ Tropicare, FL store and Open box inventory not found in store but on website

I went to the Tropicare, FL Best buy store on 3/2/15 to a Vizio 65' TV that I had seen as an open box item last week on the best buy website. I originally went on Sunday 3/1 to buy this model from the Florida city store but by the time I got there it had been sold and removed from the website. So when I get to the Tropicare, FL store on 3/2 and show the rep the Open-Box ID: 200002100650426. They tell me they cannot find any such listing. I told them to check another Open-Box ID: 200002100650349 for the same item. I figured since they have the item listed twice on the website both as Geek squad certified that there should be 1 available. They could not find that product either. I pulled up the information on my phone to show the rep. He proceeds to tell me they don't use the website to track inventory and that it takes awhile for the website to update. I found this odd since the other stores I went to on Sunday 3/1 when I had gotten to the stores the items were sold and the items were removed from the website. So I had the rep call another store to see if the last TV only my list was available. They told me it was not, so I checked the website and it was gone. I showed the rep this and they blew me off once again stating they don't check inventory via the website. I told him I find it odd that best buy wouldn't track inventory via there website. He proceeds to show me more expensive options. At this point I was tried of running around south Florida trying to find the Vizio model I wanted. I purchased a LG 65' for $799 which was from the weekly ad. But I wanted to know what the policy was regarding open box items, inventory levels, and availability.
I still would like to buy the VIZIO - Open Box - 65" Class (64.5" Diag.) - LED - 1080p - Smart - HDTV - Black Model: D650I-C3 SKU: 1078018 Open-Box ID: 200002100650426 or Open-Box ID: 200002100650349. As of 3/3 the items are still on the best buy website listing them available for purchase. I would like to buy this item and return the LG I bought yesterday since it is the TV I wanted. BUt i'm afraid I'll run into he same situation of them not "finding" either of the items in there store in stock.
Any assistance or clarification would be greatly appreciated.
Thank you,
Omar

Hello Omar,
Finding open-box items in fantastic condition is always an exciting purchase! To find that not only one, but two open-box items listed at the same store weren't available would be quite disappointing. I am truly sorry for any frustration that this may have caused you.
With that said, I was able to locate the open-box items in our system, and they would appear to currently be in stock. However, it seems that these items are reserved to fulfill orders that have already been placed. With that said, the store should be responsible for updating their open-box inventory to correctly reflect open-box items available. As you seemed to experience, these inventories can change instantaneously, so stores should be vigilant with these updates.
I apologize for any disappointment that this may cause you. Please know that I am reaching out to the Tropicaire, FL store to ensure they are updating their open-box inventory appropriately. If you should need any further assistance, please let me know.
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

My customer is looking for a comp. open (unbilled) sales order line report

Hello:
My customer wants a listing of open (unbilled) sales order lines. List of everything they have ordered and do not have a bill for yet. That seems to be spread between 'Open' Sales Orders - see VA05 (no outbound delivery created yet) AND outbound deliveries that have not yet been billed - see VL06O with Billing Status not completely processed.
How can both of these be merged into one?
Is there something else that can show this TOTAL picture?
Thanks.

Hi,
To show all picture you can go for z report
Take data from table VBAK,VBAP,LIKP,LIPS,VBRK,VBRP,VBFA
Kapil

Open-box warranty customer service despair

Hi evrerybody,
I'm addressing you guys at the forums because I couldn't get a proper support from BestBuy customer service. They referred me to GeekSquad. GeekSquad referred me back to BestBuy customer service...
On 23rd of March I ordered an open-box excellent condition 15" macbook pro from BestBuy.com (Open-Box ID: {removed per forum guidelines}).
The product came with a minor scuff. But I wouldn't bother to go for a replacement at BestBuy store (It's too far away from where I live).
It also had 3 battery charging cycles. Another minor issue. I'm not sure whether it fits its excellent condition description.
When I checked my warranty status (Macbook's s/n: {removed per forum guidelines}) on apple website:
https://selfsolve.apple.com/agreementWarrantyDynamic.do?sn=C02P93U9G3QD&locale=en_IL&caller=sp
It states that the one-year warranty ends on 5th of March 2016 (18 days earlier than it should be from my date of purchase).
Disappointed from BestBuy customer service, I contacted AppleCare (Apple's warranty service) with BestBuy's proof of purchase. They said that it's an open-box product and:
Apple warranties start on the date of the first retail purchase. Our records show that the purchase date has already been established as March 6, 2015 with warranty coverage through March 5, 2016.
The laptop was probably powered-on by the first purchaser and they won't update my warranty status.
But... according to BestBuy.com:
http://www.bestbuy.com/site/global-promotions/open-box-products-details/pcmcat295500050005.c?id=pcmc...
It clearly states that: "The full manufacturer's warranty for an open-box product is the same as buying a factory-sealed product"
So... I don't have, as clearly promised on BestBuy website, 1 year warranty on my purchased product and I couldn't resolve this matter with neither Apple's support nor BestBuy support.
What do you advise?

Hello azarim,
Purchasing an open box laptop should be a pleasant and exciting experience, especially as they are at a discount price! It is discouraging to find that your experience may have been less than what you would have hoped for from a device marked as in “excellent” condition.
I’m sorry to hear that you’ve had trouble receiving service through us, as well as Apple due to the different purchase dates. I can understand how frustrating and confusing this may be, as you seem to be receiving conflicting information regarding your manufacturer warranty from us and from the manufacturer.
Using the information you registered with the forum, I was sadly unable to locate the purchase of this MacBook Pro under your name. With that said, I am sending you a private message to gather further details surrounding this information. You may check your private messages by signing into the forum, then clicking the envelope icon in the top right corner of the page.
Respectfully,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

Open Box Warranty Issues and Poor Lenovo Malaysia Costumer Service

Dear Sir,
My name is Azri. I just bought a new free DOS Lenovo G400S from your authorize dealer in penang on 31th March 2014 around 6pm. Since the unit was a free dos unit, I just brought that laptop home without opening the box for inspection due to the shop will close at 7pm. Upon arriving at my house I unbox the unit to install the OS. On first start, I notice there was an obvious one big death pixel underneath of LENOVO logo. Since it was free dos, I thought it might be the dos issues, so I boot it with linux live CD. After finish booting, I do several test and notice that the dot is really a death pixel. I pack it up and brought back to authorize dealer on 1st of April. Authorize dealer are keen to replace one to one to me as this is open box issues. How ever they need the clearance from lenovo penang for that. I leave that faulty unit with their RMA department and follow up the next day via phone. Upon follow up they inform me that Lenovo penang request the unit to be evaluate at their center. I had to wait for a few days. On friday the authorize dealer call me and inform that the conclusion will be given by lenovo penang by monday. On Monday I went to authorize dealer again to ask for status. Again lenovo penang decline to give statement. Frustrated I called them and after a while they inform me that my claim was rejected due to insufficient number of death pixel. I really frustrated with lenovo service. I never use that unit and the screen already faulty when I open the box.I hope you could resolve my problem as this unit is my costumer unit. This problem had tarnish the image of Lenovo as your unit with QC passed mark actually don't pass the mark.
Below are details of the product with attached information:
Product Model: Lenovo Ideapad G400s
Serial Number: 1S59392001CBxxxxxxxx
Date of purchase: 31th March 2014 at 6.00pm
Date return to reseller: 1 April 2014 at 1.00pm
Lenovo Penang service report number: 252130 (D014-052)
I went to penang service center and explain my situation. They just asked me to call Lenovo Malaysia to get the authorization for them. So I call Lenovo malaysia on every single day since then. After long arguing they only gave me the reference number that is:
SR : 8002963510 **MYR**
Even though I call the Lenovo Malaysia on every single day, they keep on giving excuse and the agent seem don't know or notified about my problem. When i push them harder they rejected my request for LCD replacement by qouting the US site Term and condition.
I got angry and scold them by comparing their service againts other company such HP. After that they escalate my case to their supervisor. Still after almost a month they didnt want to replace the faulty LCD, They keep delaying the answer to replace my faulty LCD. I dont know where to complain anymore. Plese lenovo help me. I was a victim of your poor support and costumer service. How do you dare to put the QC passed sticker on your machine while your machine are faulty.
Please help me lenovo International. This is machine information.
Type & Model:Lenovo Ideapad G400s(59392001)
Serial number:CBxxxxxxxx
Monitor type/SL# (if it is a monitor pbm):-
Problem Details:Blue Dot(Dead Pixel)Center Of The Display
Service Providers Nameith Computer Sdn Bhd
Remarks if anyOA Claim(One to one exchange or LCD replacement)
Machine Information
Serial Number :    Idea CBxxxxxxxx (e.g: Think RX-12345 & Idea EB12345678)
Machine Type :      Idea G400s   (e.g: Think 0829-AB1 & Idea Z450)
Problem Description : Blue Dot(Deal Pixel)Center Of The Display   (e.g: Machine
I Hope you all could replace the unit as soon as possible as i need to send to costumer and costumer already piss off with me. If this thing unresolve, I shall take this case to court for reimbursement.
Thanks in Advance,
Azri
Moderator Note; s/n edited

Also forgot to add, but it cannot be very hard for Lenovo to send me a black/purple hairline cover for the laptop. Surely they can be taken off and put on somewhat easily.

I bought an open box iPad but I can't restore it because have the Apple ID of the previous owner

I bought an open box iPad but I can't restore it because have the Apple ID of the previous owner what should I've to do? My other problem is that I bought it at best buy in Baltimore, MD, 4 days ago when I was in my vacations and now I'm again in my country and I can't returned the iPad.
Thanks for understand me!

The Apple ID and Password that was Originally used to Activate the iDevice is required.
Activation Lock > http://support.apple.com/kb/HT5818
Kevinrreyes wrote:
I bought an open box iPad but I can't restore it because have the Apple ID of the previous owner
Sorry... There is no work around for Activation Lock
Suggest you Contact Best Buy and see what they can do for you.

"Open-Box" MacBook. iMovie and iPhoto $14.99 each. Don't want to pay.

So I just bought my MacBook and it was discounted as an "Open Box" which meant that someone had bought the computer and shortly (less than a week) decided that they did not want it. So because the person would have begun setting up the computer and using the computer's serial number to download Apps they would then cost money for peoplel like me who purchase them. This person did not purchase GarageBand because I got it for free, but iMovie and iPhoto both are $14.99. The salesman told me that I could use Apple's Up-To-Date program to get these Apps, however, when I tried to I am only able to get iWork and not iLife. How can I get iMovie and iPhoto without having to pay for them? I also have just updated the computer just incase that was not allowing me to get iMovie and iPhoto but that was not the problem.
Thanks

jimfitzgerald wrote:
E-mail required the internet. Internet requires a smartphone and data package. Under the old pricing structure, the smallest data package is 2GB for $30. Under the new Share Everything plans, the smallest data -ackage is 1GB for $50, but you can share with other devices. You should click in Shop above and check out the plans.
Verizon offers an email service for non-smartphones called Mobile Email. According to this Gizmodo article (link is below), it apparently was initially compatible with only certain of the non-smartphone models available at that time.
At the present time, every one of the non-smartphone models listed on Verizon's website is listed as having Mobile Email compatibility.
As far as finding out what discontinued phones are compatible with Mobile Email, phonescoop lists this. For example, search for the Intensity II at phonescoop.com Halfway down the page, phonescoop says "Email Client: Yes"
On our Samsung u370 (aka Samsung Reality) and Casio Ravine 2 non-smartphones, Mobile Email is pre-installed as an unactivated app in the Media Center section of the phone.
More info:
- http://products.verizonwireless.com/index.aspx?id=messaging_email
- http://support.verizonwireless.com/faqs/Mobile%20Email/faqs.html
http://gizmodo.com/274238/verizon-wireless-introduces-mobile-email-additional-charges-may-apply
"[...] make sure you have the right hardware. The software is currently available on five phones: enV by LG, the MOTORAZR V3m, MOTORAZR V3c, the LG VX8300 and the Chocolate by LG."

I got this iPad as an open box deal on bestbuy, it says the device is no longer eligible for creating a free iCloud account. How do I fix this?

I got this iPad as an open box deal on bestbuy, it says the device is no longer eligible for creating a free iCloud account. How do I fix this?

You cannot fix it. Nobody can. There is a limit to how many free iCloud accounts that can be created on one iOS device and the limit is three. Obviously, this device reached that limit which means that this open box iPad was most likely owned by someone else or customers that used theiPad in the store got cute and created iCloud accounts on it and then deleted them.
So that's why deggie is recommending that you return the iPad to Best Buy and get your money back. You bought a device that should have never been sold to you.

Open box deal was not as much of a deal as we were told

After doing some research online, we made more than an hour long trip to the Boise, ID (store# 526) location to purchase a speaker system. After speaking with the associate named Tony (associate#removed per forum guidelines}), it looked like we were going to get a great deal. Prior to paying for the item, we specifically asked if the contents included the remote. We were told yes. We then paid for the item and told it would take a day for the item to be dismounted from the display and we could pick it up then.
After waiting a day and making the trip back, we were told that the item did not have a remote. I asked if the remote ever existed and was never given an answer. We were told by the associate and the manager that we got such a good deal that we could buy one from the manufacturer and still have saved money.
After waiting another day, I decided to call the store and see if there was anything they could do. I was told by another associate from the home theater department and a customer service manager that there was nothing they could do and I would have to purchase the remote control from the manufacturer. Regardless of whether we decide to spend more money to get the item we were told we were getting, up to this point there has not been one associate, manager, or customer service representative to apologize or simply state that they made a mistake. We have been marginalized and minimized by being told over and over again that we got a great deal.
Solved!
Go to Solution.

Hello JamesOss,
Our open box items are great to snag when available, as they’re usually floor models, or returns that didn't meet someone’s needs for one reason or another. When packaged back up, they should be labeled with what accessories are included, the condition, and any mark downs applied accordingly.
It is regretful if you were misinformed about the inclusion of the remote control. It would be quite annoying to find it wasn't included after being advised it was, and I am sorry if this information wasn't provided accurately.
After reviewing the receipt for this purchase that I was able to locate using a bit of your information, I see that you were able to purchase the floor model at a clearance price on top of the open box price. While that definitely means you got an amazing deal on this system, it doesn't excuse any mistakes that may have been made. That being said, I am sending you a private message to gather further information about this experience which you can view by signing into the forum and clicking the envelope icon in the top right corner of the page.
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

Open Box Sales Concerns

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