Packaged Lost. UPS will only talk to Best Buy.

I placed an order on 7/28 for a game to be shipped to Washington.  According to the recepient (and the tracking) UPS has lost the package at one of their facilities, and will not talk to me or the recepient, only Best Buy.
I assume that this may be a common thing and you guys already have a delegated process, but I just wanted to make complete sure that you guys were aware.  Please let me know if there is any additional information you require.
Thanks.

Hello Mabrahams85,
Lost packages are the worst! While it certainly doesn’t happen very often, it can definitely ruin someone’s day. In these circumstances, we would have UPS initiate an investigation to see what happened with your order. This normally takes around 7 to 10 business days.
Having said that, I was able to locate your account using the e-mail address you used to register for the forum and have sent you some information. Please make sure to check your private messages when you have the chance to do so by signing into the forum and then clicking on the envelope icon in the upper right-hand corner of the page.
Regards,
Alex|Social Media Specialist | Best Buy® Corporate
 Private Message

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  • Why I will never shop at Best buy again, EVER!

    I will never shop at best buy again! Over the years I have made sure to buy anything tech at best buy. I was a premier member for several years. Ive bought MacBook’s, Tvs, tablets, all kinds of tech. I used to send my customers to best buy to purchase all things tech because of the accidental warranty. Ive used the accidental warranty A LOT. It has been a great blessing as I am a darn cluts! Ive tripped and dropped MacBook’s, even had one randomly crack right across the screen. Ive had some pretty stupid battles with cuomer services In electronics that have failed. Im a network engineer with a degree in my field nd love all things tech. I one time put a solid state drive in my last mac which shorted out. I was told it would not be covered because I shouldn’t have changed the hard drive as I was not qualified. This flat out ticked me off more than anything. After speaking with their legal department about how the book that cam with the darn laptop they sold me had section on how to change the HDD and this would not void the warrenty. I decicded to go to best buy to swap it instead of apple. Which was a MAJOR MISTAKE. Not only did they junk it out on me but I had to pay to have it replaced with in its first year!!! I never even thought of the manufacturer warranty as it sent me into a MAD war path. So I reckon I deserved the $300 dollar loss…I was able to recover from most of this. I realize that most of the geek squad crew lacks education in the technology field. One of the most amazing feats of the local geek squad was when I was using canned air to blow the keyboard out on the mac. Yip it be my luck one blew off. Brought to best buy. Got a cell phone call before home that it was fixed. Now I had researched these keyboards and what was required to replace them. This was not a snap it back on feature. Went and picked it up. Was told by a supervisor named Paul that they had a keyboard in stock. Got home (youp silly me) opened her up. The key was crooked, it was even loose. Pressed it a couple time. Popped off with a string y substance. Yup they glued the darnkey on. MIND BLOWN
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    So this is why I will never shop best buy again. Dell offers the same warranty. Not only is it cheaper, but they send our parts next day and a tech come to you next day and fixes it at your home. So hopefully by weeks end ill have the strength to go into best buy I will ne returning 2 wireless a routers and any other things I can. Then I will terminate my business with them. I can’t even believe that the 3 months I was under hospital care that best buy would use a pregnant women as such. But now they have lost a lifetime customer. I am 

    Greetings cm6pack,
    Welcome to the forum! After reading through this debacle with your Alienware and ASUS laptops, I can understand why you would be frustrated with the outcome. After having so many exchanges, who wouldn't be disappointed in the experience you have described? I am truly sorry for any inconvenience or discouragement these exchanges may have caused you.
    When a device is exchanged under the manufacturer’s warranty, the Geek Squad Protection plan may carry over to the new device under some circumstances. However, if it is exchanged under the Geek Squad Protection plan for accidental damage, per the terms and conditions of the Geek Squad Protection plan, the plan is considered fulfilled and a new plan must be purchased to cover the new device. That being said, unfortunately it seems that the store would have been correct in fulfilling your some of the previous plans if the device was exchanged due to accidental damage, requiring a new one be purchased.
    I was able to locate the receipts form these exchanges using the email address you registered on the forum, and I am sending you a private message with some further information in regards to this issue. You can check your private messages 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

  • The Worst Customer Service of My Life and Why I Will Never Shop at Best Buy Again

    This afternoon I decided I wanted to buy a Playstation 4. I discovered, while browsing Best Buy's website, an offer to trade in a PS3 Slim and controllers for $100 +$10 per controller. I took in the console, three controllers, and two games valued at $12 and $5 respectively for a total of $147 in trade in value. I knew what I was supposed to be getting when I walked in the door.
    So I enter store #1155 (Charlotte-Northlake) with the intention of trading in my PS3 and accessories, for a PS4 Destiny bundle. A very simple transaction, that could have easily been handled quickly (and was later handled quickly and painlessly by GameStop). I approach the desk and encounter this lethargic looking automaton named Ashlyn. Or something like that. I explain to her what I want to do, and how much I expect to get out of the trade in. She says "Well, you'll get whatever comes up on the thingy". So I set my console, 3 controllers, 3 cords (HDMI, power, controller), and two games on the counter next to the thingy (computer) and she proceeds to test to see if the console works. She incompetently moves the device and power cord over to the plug in station/screen to see if it works. After much confusion over which plug goes in what hole (I literally watched her try to plug the power cord into the HDMI slot), they stand around trying to turn on the controllers and connect them to the console. She finally discovers she needs the controller cord and asks me for it. I look on the counter to discover that it is no longer there. So I run out to the car to see if it's there, and it isn't. I come back in, and ask her if maybe she dropped it when she picked up the power cord, and she looks at someone else and says in her best impression of an incredibly rude person, "He only brought in two cords". I told her to look on the floor, and of course she found it. So they plug everything in, everything works, great. Now punch in whatever it is you punch in on the thingy and give me my PS4. Nope. Now she has to spend 20 minutes sighing and shaking her head at the computer while repeatedly asking me if my PS3 slim "is 500 GB" to which I respond, literally every time, yes. Eventually she gets help from a distracted eastern european co-worker who asks me "How much is it?" and I say "100" to which Ashlyn replies in another fantastic impression of a terrible customer service worker "He told me it was 500". I clarified that I meant $100 and 500 GB and they proceed to shake their heads and sigh at the screen as they fail to understand what I can only assume were heiroglyphics. So at this point Ashlyn has called me a liar twice, and has not once made eye contact with me, or attempted even the most basic customer service. She finally comes to the price of $117 dollars which I say "That's not right, did you get the controllers?" Naturally she did not. But also neither of them knew how to use the heiroglyphic thingy in front of them, so finally they said "Well, we can't do it in our system, so you'll have to take $117". I said no, took my stuff, and walked out. Ashlyn is a terrible customer service "specialist" and should be quickly fired.
    Part 2:
    So shaking and fuming I walk out the door to my car with my console and accessories in tow, and decide to call the other Best Buy near me at Concord Mills (Store #268). So I call, explain what I went through, and the girl on the other end of the line says "Oh, some people just don't know where to find the the right thing to do it" and said I could come down there and get it taken care of. So I head down to Concord Mills with hopes of finally making my simple transaction. I get there, tell the girl at the desk what happened, she more or less ignored me, and said she had to take it in the back and test it. Fine, do your thing. She comes back, and says "Where did you see the hundred dollar thing?" so I look it up, and WHILE I'm looking it up she says "I know what deal you're talking about, but I can only give you $40 dollars because this is in poor condition" once again in what I can only assume is corporate standard "Terrible Customer Service Rep Tone". I told her that a console is still in good condition if nothing is broken and it works perfectly, and that a few scratches don't mean "poor condition", this isn't a disc. She says "I'm not marking this as good condition, all I'll give you is $40." so I angrily picked up my stuff, and walked over to the GameStop in the nearby mall. Told him what happened, he took the console, checked that it worked, gave me $140 for everything, I paid the difference for a PS4 and they sent me on my way. 15 minutes. 2 hours of rude customer service reps at Best Buy sent me to GameStop, and I will honestly never set foot in Best Buy again.
    So that's my story.
    {Removed per Forum Guidelines}
    Charlotte, NC Resident and Former Best Buy Customer

    Hello puckettsd,
    My younger brother got his hands on his own PlayStation 4 a few months ago, and ever since then, I don’t think he’s talked about anything else. In fact, whenever I go to my parents’ house for a visit, I can always hear him discussing game strategy with his friends through his headset.  While I’m not much of a gamer myself, I certainly understand the PS4’s appeal, so I can see why you were excited to take advantage of our Sony PS3 Slim Trade-In offer and trade up to the new console.  It’s disappointing to hear that your visit didn’t go as smoothly as planned though, and I’m sorry for any frustration this caused while you tried to figure this out on your own.
    With any trade-in offer, we should always be assessing the item in question to determine its condition. This is done to make sure you are getting the best offer possible. An item may fall under in four categories - Good, Fair, Poor and Substantially Impaired/Not Working (see here for descriptions). As Ashlyn wanted to figure out which category your PS3 Slim fell under, she took the time to see if your console powered on and made sure your controllers worked properly. This doesn’t explain why she may have had difficulties adding on your controllers to the promotion though. If an associate isn’t sure about how to do something within our systems, they should be asking a member of leadership for guidance.  I’m sorry if oversight caused you to leave the store unsatisfied.  
    Having said this, I appreciate it that you were willing to provide us a second chance and visited our Concord Mills store.  I can understand your frustration though if this store didn’t feel that your console met the terms of the promotion and therefore didn’t meet minimum $100.00 offer. In the terms and conditions of the trade-in offer, we do state that the console must be in good condition to qualify. I truly apologize for this discrepancy. Regardless, I’m glad to hear that you were able to trade in your PS3 Slim for a new PS4 console, even if it wasn’t through us.  
    Experiences like the one you describe are never ones we like to hear, but thank you for taking the time out of your busy day to let us know about it. As a company, we realize there may be areas in need of improvement, and without feedback like yours, we wouldn’t be able to identify them properly to promote better service. Please know that I have documented your concerns as this a great opportunity for the store to learn from, and it is my hope that you give us a second chance in the near future.
    Respectfully,
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • I will never shop at Best Buy again!

    Purchased a Flat Screen TV for my workout room on 11/16 at the Buckhead GA store.  Brought the TV home and had to order a new cable box which I did a few days later. Due to the holidays I did not get around to installing the TV until 12/5.  I had to get the cable run to the room, install the wall mount etc., and I have 4 other TVs so I was in no rush.  I finally get around to unpacking the TV to get it hung, plug it in, and there is an internal crack in the screen.  No problem I thought. So I put the TV back in the original box with the original packing and bring the original receipt back to the store to exchange the TV for a non-cracked one..  The store manager tells me that since it had been so long they could not accept the TV for exchange.  I was caught completely off guard as I expected it to be a no-brainer switch.  My response to the manager was "So you think that I saved all of the packaging for three weeks, broke the TV and then brought it back?"  He shrugged and I realized he was not going to do anything, so I walked out.
    In the last 5 years at Best Buy I have purchased: 2 Ipads, 2 Macbooks, 2 Laptops, 1Sirius XM receiver, 1 Set of speakers, and numerous phone cases, cords, etc. I am a rewards memeber and shopped at BB even though I could get better prices w/o sales tax by shopping Amazon.com.  
    I will never set foot in your store again and will do my best to spread the word about my experience!
    Bye Bye Best Buy!
    Solved!
    Go to Solution.

    Hello duugh,
    Welcome to the forum. I am truly sorry for the delay in replying to your post. I can certainly imagine your dismay at discovering a crack in your new TV upon opening it, and I would be very frustrated also if I was denied an exchange. After several days have gone by from the date of purchase, I would assume it would be difficult for the manager to determine if the damaged occurred in transit to our warehouse, and I'm very sorry for any disappointment this has caused.
    That being said, it is my goal to assist my customers in any way I can, and I would be happy to look into this further. Using the e-mail you registered on the forum, I was able to locate the order, and once I have more information I will be sending you a private message. To view your private messages, please make sure you are logged onto the forum, and click on the envelope in the top right hand corner.
    Thank you again for visiting the forum, and I will be in contact as soon as possible.
    Maria|Social Media Specialist | Best Buy® Corporate
     Private Message

  • New Airport Extreme Base Station will only talk to one MacBook

    Thanks for any help you can give.
    I set up my new AEBS yesterday with my Core 2 Duo Macbook with the installer CD and the updater applied. It set up flawlessly, and once I deleted and reinstalled the USB printer that worked too.
    My wife's Macbook Core Duo (no 802.11n capability) will not see the AEBS via Airport. The installer CD and the updater have been applied. When I plug the MacBook into the AEBS with an ethernet cable it works fine and connects to the internet. When I unplug it and run the Airport Utility for the AEBS, it does not find the AEBS. The older Macbook will still see the neighbor's wireless network (which is how she is connected today).
    I know the AEBS is working because my Core 2 Duo Macbook is working fine. Why won't my other computer see it?
    I have restarted the Macbook several times. I have removed power from the AEBS several times. The "closed network" checkbox in the Airport Utility is not checked (that is, it is not set to closed network). I have reset the AEBS with a paper clip. I have followed the troubleshooting guides in the enclosed booklet and on the Apple Support forum. I have chosen "Other" in the Internet Connect menu and manually typed in the network name and the correct password.
    Any more ideas? I wonder if it has something to do with using the 802.11g link from the older Macbook in conjunction with the 802.11n link with the newer Macbook.
    Thanks again. Spongy II
    MacBook 2.0 GHZ Core 2 Duo Mac OS X (10.4.8)
    MacBook 2.0 GHZ Core 2 Duo   Mac OS X (10.4.8)  

    Glyn,
    Money!
    Thanks for the ideas. The 802.11b/g compatible setting was correct and I should have written that in my original post.
    The original channel was 11. I manually changed it to 6 and, lo and behold, the older MacBook could see the network.
    Thanks for the ideas and the help.
    Spongy II

  • Best Buy Just Lost a Long Time Customer

    I am sharing this with the community and Best Buy to showcase the epitome of poor customer service as it relates to a "one-size-fits-all" policy, to warn others, and to tell Best Buy that they've lost a good customer.
    On Black Friday, I purchased a new LG 55" LED TV on bestbuy.com.  The TV was to be placed in my gameroom which was being remodeled.  Like a good boy, I also purchased the geeksquad protection program just in case something were to happen in the future.  The television arrived a week later on 12/6.  Being that I was not ready to install the TV, it sat in the same place that the drivers placed it until 2 days ago when I opened it for installation.
    The television screen was completely shattered.  I immediately called best buy Customer Care, and they relayed to me their policy that unless you open the package within 14 days, there is nothing they could do.  I told them that I understood that this policy is designed to prevent fraud, which unfortunately I'm certain they deal with all of the time.  I did explain however, that the plastic and stickers are still all over the TV and that the screen is shattered from the bezel outward, indicating a squeeze or shipping impact from the side.  They did not care.
    I called Geed Squad to see if my protection program covered this, they gave me the same story essentially saying that had I opened it within 14 days I could have returned it, but that the plan I bought didn't cover cracked screens.
    I went to my local store, where employees relayed to me that they are aware of shipping damages occurring all of the time.  They apologized to me and tried to find a way to help me, however given the current policy, they were also unable to help while AT LEAST telling me that they believed that I did not cause the damage myself.  In fact, one employee told me that this same exact thing happened to them, and Best Buy wouldn't help them, an actual employee of the company.  Nice huh?
    LG will not do anything to help me either, stating that it would be on Best Buy to cover the damages somehow.
    Again, I understand the intent with these policies and unfortunately dishonest people game the system and ruin it for honest people.  That said, this is a one-size-fits-all policy that in this case has failed a long time customer.
    I have made many big ticket purchases via Best Buy over the years.  No more.  I will never shop at Best Buy again, and will spread the word to as many other people as possible to never shop at Best Buy if they expect good customer service.
    As of now, I have a $600 paper weight.  Thanks for nothing Best Buy, you just lost a good customer.

    Hello mw7778, 
    I can think of very little more upsetting than having an exciting new purchase be damaged when I opened the box. I apologize for your having to cope with such unfortunate circumstances.
    With regret, what you've been informed heretofore is true. Outside of the return period, which was extended to January 15, 2015 for Holiday purchases, we are unable to offer a return or exchange for your TV. Geek Squad Protection coverage does not extend to the kind of damage that you describe. Geek Squad should be able to provide repairs, but they would be at your expense. I'm sorry that I do not have better news.
    While I understand your reasons, I'm disheartened that this experience may influence your future shopping destination. It is my hope that you will give Best Buy another chance one day.
    I'm grateful that you wrote to us about your experience and for your feedback on our Return & Exchange Promise.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

  • My BB huge store but only receiving 15 phones nice good job best buy

    A store as huge as #559 and receiving scraps. My advice is to avoid taking 100 preorders next time. I for one will never shop at best buy again.

    I don't get how you can blame Best Buy for this at all. From the get-go they've been up front with customers explaining that they have NO IDEA what kind of inventory they will receive. If you look at some of the leaked inventory and order lists out there, you'll see that they ordered more than enough to cover their pre-orders. They have no control over what Apple decides to ration to them. Even though they may have ordered 100, Apple can say "Sorry, you're only getting 5 on 6/24".
    Further, while your experience may have differed, by pre-order sales rep explicitly told me - almost as if reading from a script - that "Although Best Buy *expects* to receive ample inventory on 6/24, we cannot guarantee that we will receive ANY devices on launch day. The only guarantee we are making to you is that you will get the (insert pre-order # here)th device we receive. If we receive the (pre-order #) device on 6/24 it's yours. Otherwise, when we get it, YOU GET IT."
    I'm not involved with Best Buy in any way, shape or fashion -- I just think it's completely unfair to blame them for this fiasco when they're in the same boat we are.

  • Re: How do I file a complaint to Best Buy?

    I need help!!!!!!!!!!!!!!!!!!!!!1
    How do I start?? Simple is best!
    #geedsquad #bestbuy
    Geeksquad Service Protection Plan #{removed per forum guidelines}
    10/23/14 - Started process for broken device at the Best Buy in Garner, NC - After NOT RECEIVING the shipping box from #ups, another trip to Best Buy in Garner, NC.
    11/5/14 - Shipped broken device as PER INSTRUCTIONS
    From 11/9 to 11/15 my son called several time with NO RESOLTION. He actually needs his phone FOR WORK!!
    11/16/14 Theresa {removed per forum guidelines} - customer service rep - nice lady, spent a lot of time trying to get me answers. I felt she really wanted to help.
    After over 1.5 hours on the phone NO RESOLUTION! A promise to call back - NO CALL BACK!!!!!!! NO RESULOTION!!! EMPTY PROMISES AGAIN
    11/19/14 3:15 PM - Leon - customer service rep - HORRIBLE CUSTOMER SERVICE!
    I ask Leon to get his manager on the phone (he said his name was Malcom). He would not get his manager to the phone and was a shining example of HORRIBLE CUSTOMER SERVICE!
    11/19/14 3:36 PM - Cassandra - customer service rep - nice lady who quickly recognized she could not help and "bumped" me to another rep.
    1/19/14 3:40 PM - Mira - HORRIBLE CUSTOMER SERVICE! Repeated every word I said trying to understand ENGLISH! I asked to be "bumped" up several times....finally she did.
    11/19/14 3:45 PM - Ernie - Mira's so called manager (at least he understood ENGLISH). After 10 minutes of telling me I had the wrong information, Ernie informed that he couldn't help me and bumped me up.
    11/19/14 3:59 PM - Bob - nice guy who took the time to read through the file, THEN informed me that there was no "active service" for this account. Bob then put me on hold and called Best Buy in Garner, NC. After talking to Best Buy in Garner, NC, Bob tells me that I will get a call back in 24 to 48 hours.
    NO CALL BACK!!!!!!!!!! CALLED ENDED AT 4:51 PM ONE HOUR AND 45 MINUTES - NO RESULOTION!!! EMPTY PROMISES AGAIN
    11/21/14 5:24 PM - Marchele - customer service rep. Marchele tells me that this is the responsibility of both #geeksquad and #bestbuy and then supposedly is going to transfer me to "someone higher", after waiting 10 minutes or so ....I was promptly hung up on!
    11/21/14 5:46 PM Beverly - customer service rep. Beverly also is going to transfer me to "someone higher", after waiting several minutes ....I was promptly hung up on AGAIN!
    11/21/14 6:08 PM Khonisa - customer service rep - This lady really put forth effort. She gave me a Case ID 148203353 and also got a supervisor on the phone (Mary). Mary (not knowing I was on the line) asked Khonisa why she had called her and who told her to call ext 200? Khonisa then, trying to help me, explained the issue to Mary........So I was eventually told by Mary that I need to direct this back to the Best Buy store in Garner, NC. Mary told me that "Sara" at Geeksquad Mobile was aware of all these problems.
    11/21/14 7:00 PM (I think) Called Best Buy in Garner. Eddie answered and said that there was NO Sara. I explained my latest conversation with Mary. Eddie told me that Nichole (his manager) knows about this and she'll be in tomorrow at 11:00. Not believing anything at this point, I asked if I could talk to someone in "Mobile". Alex, Mobile Manager, got on the phone. Alex informed me that he DOES have a Sara, but she has NOTHING to do with this and tells me to call back tomorrow.
    11/22/14 11:19 AM - Nichole, Geeksquad manager at Best Buy in Garner, NC
    Nichole said she was aware of this situation and ask if she could return my call.
    11/22/14 11:40 AM - Nichole, Geeksquad manager at Best Buy in Garner, NC
    Nichole tells me that I need to call 866-205-4388 and that if I didn't get a resolution to call her back.
    11/22/14 11:55 AM - "WAIT TIME IS 20 TO 30 MINUTES"
    11/22/14 12:28 PM - Bani - customer service rep.
    Bani tells me that he cannot see any service order in the system for this issue. He states that he "doesn't have backdoor access" and only the Service Center has back door access to see all the information needed. Bani then STATES "it looks like someone at the store (Best Buy in Garner, NC) CANCELED THE SERVICE ORDER. Bani tells me that someone from the Service Center will have to call me back and that the Service Center will have to make a NEW Service Order. He asked a couple of times if there was more than 1 phone on this Protection Plan......NO there is not! Bani tells me that I will get a call back in 24 to 48 hours.
    EMPTY PROMISES AGAIN
    11/22/14 12:43 PM - Nichole - Geeksquad Manager at Best Buy in Garner
    I relay all the info from my last call to Nichole. She tells me that she is going to talk to her General Manager, Mike {removed per forum guidelines}, as soon as he get out of New Employee Orientation. Nichole seems genuinely concerned about this problem and asked that I give her time and she will call me back. Ended call at 12:57 PM.
    11/22/14 4:00 PM (I think) Voicemail from Nichole stating that I need to call someone else. ***At least she called back!!
    11/22/14 6:00 PM - The number I was asked to call routed me to CANADA! Julian (in CANADA) said he didn't know why I was calling him and transferred me to someone else - Jennifer.
    11/22/14 ?? PM - Jennifer said that she COULD NOT RESOLVE this issue and gave me yet another Case ID {removed per forum guidelines} with a PROMISE TO CALL BACK IN 24 TO 48 HOURS. NO CALL BACK!!!!!!!!!! NO RESULOTION!!! EMPTY PROMISES AGAIN
    11/26/14 10:50 AM - Ann - customer service rep. After reviewing this file, Ann could find NO SERVICE REQUEST. She recommend that I go to BestBuy.com and use the "contact us" to let them know about the issues. She then told me to expect a call back in 1 to 2 business days. Ann also gave me yet another Case ID {removed per forum guidelines}.
    11/26/14 12:44 PM – Nichole, Geeksquad Manager at Best Buy in Garner, NC   Nichole said that the order needs to be “recreated”. This CANNOT be accomplished because they already have the phone which Nichole agreed. Nichole is to once again call someone in the corporate team……. Called ended at 12:57 PM

    Bill,
    NO PHONE, NO SOLUTION AS OF TODAY 12/9/14
    You can add this to the previous post.  All the information should flow time wise.  I'm pretty sure I'll not hear back from you, since everyone is too busy to take ownership of this problem.  This started WAY before Black Friday and continues WAY after Black Friday.  I responded to Derald......AT NO TIME HAS THIS ACCOUNT BEEN IN QUESTION.  An address change at the bank  was needed on the card.  Even IF this account had not been paid in December IT WOULD NOT AFFECT THE OCTOBER REPAIR!  How dare Best Buy use that tactic as yet another ploy!
    11/26/14 – As of today after I posted to Facebook Brian {removed per forum guidelines}, Market Service Manager, is aware of this issue. Brian {removed per forum guidelines} is obviously someone with enough clout to resolve this issue (I believe he is a regional or district manager).
    Email sent:
    Sent: Wednesday, November 26, 2014 3:56 PM To: '[email protected]' Subject: Need help!!
    11/28/14 ?? PM - I called Nichole at Best Buy in Garner, NC. Nichole was too busy to come to the phone. I was told she would try to call me back tonight or tomorrow.
    11/29/14 1:09 PM - Nichole returned my call from Friday and left a message. She apologized for not getting back in touch with me yesterday (Friday). Nichole said she has yet to hear anything back from the escalation team.
    12/1/14 2:43 PM – Nichole is at lunch. I asked to speak to Michael {removed per forum guidelines}, GM for the Best Buy in Garner, NC. Michael is not in today. – I left a message for Nichole to return my call.
    From: Facebook (Best Buy) [mailto:[email protected]] Sent: Monday, December 1, 2014 2:14 PM To: Jacqueline {removed per forum guidelines} Subject: RE: Need help!!
    Hello Jacqueline,
    Thank you for contacting us.  I am sorry to hear about the issues with having the phone serviced.  I have a couple of questions for you before I proceed.  Under whose name is this phone and the Geek Squad Protection Plan and is their monthly payment plan up–to-date? 
    Please reply at your earliest convenience.  Thank you.
    Derald, Social Media Specialist
    ECC Social Connections & Innovation
    Best Buy Co., Inc.
    Reply Email:
    From: Jacqueline {removed per forum guidelines} Sent: Monday, December 1, 2014 3:35 PM To: 'Facebook (Best Buy)' Subject: RE: Need help!!
    This phone is in the name of:  XXXXX
    The phone number associated is:  919-XXX-XXXX (please refer to any of the Case ID numbers below)
    There is NO MONTHLY payment for this plan.
    ****Derald asked that I “Please reply at your earliest convenience”. Wonder how inconvenient it is to resolve this issue for these folks!!
    12/1/14 5:05 PM – Nichole called me back. Nichole has still NOT received any information to be able to resolve this issue. Nichole is THE ONLY PERSON at Best Buy or Geeksquad that has bothered to contact me or help me in any way. Her hands are obviously tied.
    12/2/14 Michael {removed per forum guidelines} – I CALLED, yet again, to the Garner, NC Best Buy and asked for Nichole. After being on hold quite some time, Michael {removed per forum guidelines} come on the line and tells me that he has NO NEWS about this problem!! Nichole has obviously sent my call to him rather than answer me. Michael states that he WAS GOING TO CALL TODAY (this call was made late afternoon). Still no phone OR anyone with enough sense to be able to get through the system and figure this out.
    12/2/14 4:45 PM – Nichole calls me and tells me that XXXX’s credit card needs to be updated in order to process this claim…….WHAT?????????? So, we run to the bank before they close (note the time) and get the credit card address information updated. We have recently moved and I have been telling whoever I talk to about that in case the REPLACEMENT phone had been sent to the wrong address. REMEMBER, the first empty box came to the NEW ADDRESS. Also, I gave the NEW ADDRESS to Michael {removed per forum guidelines} yesterday!!!
    12/2/14 5:?? PM – I called Nichole to let her know that the credit card address had been updated today. She was looking for a way to email someone to let them know, because she had NO OTHER way to contact the escalation team, no phone number…..REALLY?
    12/3/14 Response from an 11/26 post:
    Bill-BBY
    Senior Social Media Specialist
    Posts: 3,983
    Topics: 279
    Kudos: 153
    Blog Posts: 18
    Solutions: 171
    Registered: ‎10-10-2012
    Re: How do I file a complaint to Best Buy?
    ‎12-03-2014 02:47 PM
    Hello jlippard-
    I absolutely apologize for the lateness of this response.  We are extremely backlogged from the holiday and Black Friday and trying to catch up.
    It certainly sounds like you are experiencing an extremely frustrating situation and I am truly sorry to hear about the issues going on with your phone.  I saw that you had also reached out to us through our Facebook channel and my colleague Derald was able to respond to you.  I believe that he is waiting on some information from you to proceed, so if you have not yet replied to him, I would encourage you to do so.  Hopefully he can help you sort this all out and reach a resolution for you.
    Thanks for connecting with us.
    Sincerely,
    Bill
    Seems they are too busy (really, since October) to handle this and one hand doesn’t know what the other hand is doing. I had already responded to Derald and have received NO RESPONSE BACK.
    12/5/14 – Afternoon – STILL NO PHONE HAS ARRIVED AND NO ONE HAS CALLED! I called Nichole, Geeksquad Manager, Garner, NC Best Buy. Note that Nichole is the MANAGER! Nichole has received notification that they are TRYING TO SOLVE THE ISSUE! I’m very angry at this point! Up until this call, I have been very respectful AND extremely patient! I said to Nichole “what do I need to do at this point, call the media? WRAL 5 On Your Side? This is BEYOND belief! THE ABSOLUTE WORSE CUSTOMER SERVICE I HAVE EVER ENCOUNTERED! Nichole agreed that I have been respectful and patient and that SHE would also be very angry. Nichole said she would be angry as a Mother and as a customer.
    12/8/14 - WELL BLESS MY SOUL! A package arrived today to the OLD ADDRESS! The box is EMPTY, NO PHONE! Nichole had previously told me that the “escalation team” was going to RE-CREATE” the service order. Nichole told me this WOULD NOT WORK BECAUSE THERE IS NO PHONE TO RETURN. They already have the phone! I call Nichole, Geeksquad Manager, Best Buy in Garner, NC. Nichole, with an big ‘ole attitude, tells me that because I said I needed to contact the media, she could no longer discuss this with me or help me. Nichole told me to call 1-888-Bestbuy.
    12/8/14 4:04 PM – 888-BestBuy - Rebecca in sales department. Rebecca put me on hold for a bit trying to get a manager to help me. She was obviously concerned after pulling up this account and seeing just how bad the customer service has been. With Rebecca being in sales, I guess she gets it. Rebecca hands me off to Catherine. Catherine apologized for the way I’ve been treated and seems to be very concerned about this as well (some I’ve spoken with seem concerned, but NO ONE can ACT – the GM in Garner NEVER SEEMED CONCERNED). Catherine tells me that it would be a good idea to go to the UPS store and get them to track the phone sent on 11/5/14! Really…we have been told the phone was received! We have also been told the serial number did not match…….. Catherine tells me that it is NORMAL that the serial number doesn’t match if there has been prior repairs (which there has been). ANOTHER PROMISE TO CALL BACK IN 24 TO 48 HOURS. Another day……….. NO PHONE, NO RESOLUTION!
    47 DAYS, 30 documented phone conversations (some not even documented), MANY EMPTY promises of a CALL BACK, Delayed or NO email responses and COUNTLESS hours (mine and theirs) NO RESOLUTION from anyone!!! Paying for a SmartPhone plan for going on 2 months with NO SMARTPHONE! The amount of time they have wasted taking my calls would equate to just giving me a new phone! My time would equate to 3 new phones. The amount spent on a phone plan service that can’t be used is ridiculous. This Geeksquad plan is and has been in good standing for the entire duration of this issue. The madness just doesn’t stop!
    The amount of money WASTED on this one issue is unbelievable! Corporate Best Buy and Geeksquad are spending untold thousands of dollars with POOR MANAGEMENT such as this and passing on the expense to the consumer!!
    If you're planning on shopping/purchasing at #bestbuy or using #geeksquad this holiday season, consider this post on customer service. Imagine how you would feel if a family member or friend had to deal with this type of service, especially for a gift!!!

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

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

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

  • Is Best Buy credit card linked to Citibank?

    This is posted in response to one moderators comment about Best Buy credit card.
    His claim was that the Best Buy credit card was not really owned by Best Buy.  As a result, there was nothing any Best Buy employee could do to help out with complaints about their Best Buy credit card.
    The claim that Best Buy could not be responsible for the problems occurring with Citibank credit cards.  Best Buy was just the "name" on the front of the card.  The analogy called to mind is that if you are using the Best Buy Credit Card, it is just an advertising ploy.  Best Buy cards are labeled with the Best Buy name and trademarked logo as an advertising premise.  They are not linked in any way with Citicard and how Best Buy customers are treated.
    The premise is not true.  If Best Buy is not affiliated with Citibank or their cards; whey do we get "reward points" to only Best Buy if they have no involvement with Citibank?  Other cards I have allow "reward points" to be used in multiple forums. 
    The Best Buy card has culpability in the mess with Citibank and cards issued under the Best Buy name.  Best Buy retailer has culpability in this matter.  I have no idea what the legal analysis of this leads to: I am not an attorney. 
    My posts have scared the "moderators" to the point that when I pass on the help attained by other members, they have  pulled the posts; "locked the posts to read only" in mid-post.  It's creepy.  It also helps determine culpability and who is liable for the Citicard mess with Best Buy. 
    If Best Buy moderators pull posts that do not violate rules; if they restrict the use of a post to "read only while I'm typing" they are watching on a computer terminal as I write/type.  When they restrict information that might show a path of resolution for those of us stuck in a loop; they are showing that they know that Best Buy is responsible in some way for what is happening with Citibank and the Best Buy issued card.
    What can we do as consumers at Best Buy?  Write the Board of Directors; copy the letters to your local store.  And of course, take your business somewhere else.  {removed per forum guidelines}  This is a speculative comment. What if there is a relationship between Best Buy and Citibank that allows Best Buy to "capture" a portion of the fees that we have been charged by the "malfunctioning" computers?  I have no idea and there is no way in the world that I would, at this point in time, talk with an attorney.
    Sad that Best Buy moderators won't even apologize to the consumers who post on their website that there are major problems with purchasing an item at Best Buy on the Best Buy/Citicard.  They could post an appropriate link or phone number that "might" help consumers with the problems with purchases.  Sad that there is not acknowledgement of problems since Citibank took over the "Not Best Buy credit card".
    Best Buy could have a conversation about what is going on and let people know that they want our business and they will do their best by establishing a better conduit of communication and information when there are problems with "not Best Buy credit card."
    I wonder if they will pull this post?  It is only fear that moves them.  That is the key ingredient that makes something in a corporation sweat.
    We all like shopping at Best Buy.  Those reward points are great!  Some of the stores provide excellent service. 
    Now that I understand that Best Buy credit cards have no relationship to Best Buy and it is just advertising for Citibank by putting all their store information on the front of the card; I think it's on the back too; rememember, it is not the fault of Best Buy.  It is Citicards fault.  Call Citicard....good luck. 
    Best Buy does not care about their customers who use the "Not Best Buy Card".  There has to be a reason.  Why would they want customers to shop somewhere else?  Is the strategy now, "Best Buy is too good for consumers?" "Best Buy prefers that you pay cash for all purchases?" "Best Buy, we're so rich, we don't have to care about our customers! They keep coming in the front door!"  This could be a public relations nightmare for Best Buy.  That is why they don't want  consumers to talk about how their "real-life problems" originated at a Best Buy store.
    I despise how I have been treated by Citibank.  I know I post on a forum that is "owned and promoted" by Best Buy.  In the corporate world, they set the rules.  Most of us understand that corporate wins over consumer at all times in this business environment.  I'm sure they will be very happy that this is my last post regarding this matter.
    Learn what federal regulations are in place to help you.  Stop using the "Not Best Buy card".  It is our choice to use them. if you have to shop at Best Buy, use cash or another credit card that is not affialated with "Not Best Buy card".
    Sorry about the spelling errors.  This laptop was bought at Best Buy.  The hard drive was replaced by the "Geek Squad".  It was repaired, but some functions  no longer work.
    Yeeup! I went and bought another computer at Best Buy!  It was only a couple of thousands of dollars.  I went with a tower! I already have a notebook. Getting away from a laptop was expensive!
    I'll  have to ponder as to whether I will ever shop at Best Buy again.  It is due to the reactions of the moderators; the finger pointing from Citibank and Best Buy and most of all; a lot of my money has been emptied out of my bank account since Citi took over my "Not Best Buy card". 
    I am not an attorney.  I did graduate from college and there is a wonderful member on this forum who has helped me out with the system.
    Cheers! I hope this post isnt' pullled since it is designed to mitigate frustration among members of the "Not Best Buy card"

    Hello AlwaysWondering-
    It certainly sounds as if you have had a bad experience with Citibank regarding your Best Buy credit card, enough so that you’ve chosen to join our community to speak to that dissatisfaction.
    When it comes to the Best Buy credit card, the information that you have been given to this point is correct.  While the Best Buy logo is on the credit card, Citibank does providing the financing for the card and as such, we have no access to your account, nor any ability to make changes to it.  However, this does not mean that we cannot attempt to help our customers with concerns that come up with Citibank.  In fact, we welcome feedback about our third party partners regarding the service that they are providing to our customers and when possible, we will try to work as an advocate for the customer with that partner.  In the end, any final decision regarding your credit card account is at the sole discretion of Citibank.
    Everyone that joins our forums does so with the understanding that they must abide by our Terms and Conditions, as well as the Community and Forum Guidelines. 
    As part of those guidelines Best Buy® retains the right to remove and edit content and to limit and/or ban users' access to the Forum.  Best Buy® retains the right, at its sole discretion, to limit users' access to the Forum and to remove material, in Best Buy's sole judgment, that does not comply with the Usage Guidelines or Terms and Conditions or that is otherwise inappropriate for the Forum, harmful, objectionable, or inaccurate. 
    Moderators may take any action they deem necessary in their own judgment to enforce the Usage Guidelines and Terms and Conditions, and, in general, to address content that can detract from the experience of other users or the purpose of the Forum. Such actions may include editing, moving, or deleting material and banning individual users.
    This can include blocking further replies to posts that have already been provided a resolution or removing replies from an older post that no longer needs additional commentary.  In general, we would rather not take this route and welcome the input of our users in a timely manner and by keeping the discussion relevant by staying on the topic when posting.
    If you have a customer service issue regarding Citibank or any other aspect of your interactions with Best Buy we would urge you to create a post regarding that interaction and we would be glad to see if we can help you.  Otherwise, we encourage you to follow the Community Guidelines as posted and see what you can provide other users on our forums to assist them in resolving their concerns.
    Sincerely,
    Bill|Senior Social Media Specialist | Best Buy® Corporate
     Private Message

  • Why I refuse to buy anything from Best Buy, ever again.

    Let me just preface this by saying that I have always defended brick & mortar stores.  I enjoy being able to go into a store and compare the look and feel of items.  I enjoy being able to talk to someone at the store regarding the items and their experiences.  I used to shop at Best Buy for this; however, due to a recent experience I can say I will never set foot into a Best Buy again.  This post is more of a warning to people who may consider purchasing from Best Buy, what they can expect to receive in terms of salesmanship, customer service and general experience if they encounter issues.
    We were purchasing a new refrigerator and decided to make our first stop Best Buy.  There was an open box Samsung refrigerator which we liked.  After exploring various refrigerators, we spoke to a sales rep about it.  We asked questions about why the item had been returned, if it would be cleaned prior to sale (it was very dirty inside) and how long it had been used before it was returned.  We were told it was returned simply because it was too large for the space, that it would be cleaned and it was only used for a week or 2. After debating, we decided to purchase the item.  I previously had a Best Buy credit card, so they were able to look up the account info since I no longer have the card.
    Fast forward 3 weeks (we were moving and scheduled the delivery out a bit) and the refrigerator comes.  The item comes just as dirty, if not worse, on the inside.  Also, it arrives with 2 broken shelves and a broken kickplate.  Since we needed some form of a refrigerator for our daughter's formula, we plugged it in and planned to use it.  I immediately called Best Buy 800 number to schedule a return and the purchase of another refrigerator.  We worked through the 800 number and a supervisor at the store to schedule the return and a new purchase.  We were informed that it would take 7-10 days for the item to be delivered.  They stated that we could use the current one until the new one was delivered... which was great, until later that night we found out that the fridge was not cooling at all.  I contacted the 800 number again to see if, due to the circumstances, we could bumped up on the priority of the delivery.  I was greeted by a very rude woman who said no.
    Needless to say, we purchased a new fridge later that night from Lowe's who delivered it the very next day.  I called Best Buy (again) to cancel the order and have the old fridge returned - so the story should end here.  
    But it gets better!! (Or worse?)  The warehouse people screwed up and the return/refund was not done properly.  This has led to the credit card company now stating that we owe them money for an item which was returned.  I have no receipt since all of this was done over the phone.  Citibank (another terrible company) refuses to contact Best Buy to confirm that the item has been returned.  Best Buy refuses to contact Citibank to let them know that the item has been returned.  Both companies (but this for is for Best Buy) have absymal customer service and refuse to put the customer first and take it upon themselves to resolve the issue.  For 2 months I have attempted to get the money refunded and wasted at least 10 hours on the phone.  
    As I started this post off this is more of a warning than anything.  The issue will be resolved soon, I've had to get a new card issued from the bank and the local store will refund my money (they have to have an actual card to refund the money, but they don't need one to purchase the item?  Uh, seriously?)  We are going to be looking for other appliances soon (as well as other electronics) and I will never purchase from Best Buy again.  Amazon and Lowe's is where I will purchase all appliances from in the future.  Their customer service blows Best Buy out of the water, their prices are better and they have more knowledgeable staff.

    Hello kmschmehl-
    I cannot truly express how sorry I am to hear about your total experience with the delivery and subsequent return of this fridge.  It certainly sounds as though Best Buy has put you through the ringer and I can absolutely understand your disappointment and anger with us.
    While it sounds like some aspects of the purchase and delivery were at least adequate, any opportunity that we had to show you why you should purchase from Best Buy went by the wayside.  However, Best Buy is not in the business to provide merely adequate experiences and I am saddened that this is the best we could summon for your purchase.  We are capable of better than what we showed you.
    I’m glad to hear that you have finally been able to get the assistance you needed to get this refund resolved and make you whole again.  In addition, I do hope that you are enjoying the fridge you purchased at Lowe’s.  I certainly wish that it had been a Best Buy fridge in your kitchen instead, but I can understand why you chose to go with another retailer.
    It sounds like the store has you in good hands once your card arrives and I believe that the reason they need the physical card is that the credit card company requires it to be physically scanned for returns.  Hopefully you will not run into any further issues with this refund and it’s my hope that sometime in the future, you might grant us another chance at your business.  I will be sending you a Private Message with some additional details as well.  To check your Private Messages, please log into the forum and click on the envelope in the upper right hand corner.
    Please let us know if you run into any further concerns.
    Sincerely,
    Bill|Senior Social Media Specialist | Best Buy® Corporate
     Private Message

  • Best Buy is not a good business...

    I recently bought an iPad Air 2 from Apple.com, 3 days ago. I went into best buy to get a screen cover. The installer mishandled the new device and scratched it. I was a bit taken back, as I just bought this device for $700+ and took it in to be protected but walked out with the screen protector installed incorrectly and a scratch to the device. I asked what they would or could do and they offered a free protective case. I thought: "what's the point now? Yeah it will protect further damage but what about the damage done just now by the store?" I then asked if I bought a new iPad from them... could I return the broken one, they said no we can't do that, you will have to contact Apple. I then left the store and contacted best buy corporate on the phone who told me the same "we teach our technicians to use care so this wouldn't happen." So I again asked so "what can I do about this? it's a brand new iPad and I am confused as to why it cannot be replaced."
    He said no replacements, but maybe (and he said I can't make any promises.") I can talk to the store about potential reimbursement in the form of a $20 gift card. At that point I was quite surprised and annoyed but thanked him for his time and hung up.
    Best buy told me in a nutshell "oh we damaged your $700 device... Sorry, you snooze you lose."
    It amazes me on how a company like this treats their customers.
    I know people always say this when they have a bad experience at a store... But, I will never shop at best buy again, this was beyond poor service and business practice. I used to shop at best buy exclusively for electronics and am an "elite rewards member" but now i'd rather go to Walmart for electronics.
    Kal.

    Hello Kal,
    No matter how expensive, our customers should be able to trust us when their devices are in our care. It’s disappointing to hear that something went horribly wrong when you visited our Orem location, and it left you with an iPad in less than pristine condition.  I’m truly sorry for any frustration this situation may have caused.
    While I’m glad to hear an exchange was granted through Apple, I wanted to see if I may help. Using your email address attached to your forum profile, I pulled up your case with our phone representative, Kristan.  In a combined effort with her, and our general manager, Caralee, I understand that this matter has been resolved. If this is not the case, please feel free to let me know. I’ll be glad to answer any further questions or concerns you may have.
    Best wishes,
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Best Buy is a mess, or worse.

    Best Buy is a mess, or worse.  I just signed up for Amazon Prime.  Here’s why:
    I purchased a laptop that arrived with a non-functioning touchpad.  I simply wanted to exchange this broken computer for a working model.  Best Buy could not accomplish this, and showed some abysmal customer service in the process.  I thought somebody at Best Buy should know.  Below are the details.
    I ordered an HP Envy Touchsmart Sleekbook with a 1TB HD and 8GB memory (SKU 9268057) on 1 January 2014 through BestBuy.com. The computer's specs were good and the price was great ($399), so I pulled the trigger on the purchase.
    The computer arrived quickly and as promised, but after a 10-15 minutes of use, the touchpad “click” would stick down and the computer would be remain constantly left-clicking.  In other words, the computer was not useable.
    I visited the Best Buy store in Reston, VA (store 297) and showed the problem to the Geek Squad.  They said the computer could be sent for repair (approximately 3 weeks), or I could exchange it for a new one.  Opting for the exchange, I took the computer to the customer service counter.  I was then told that the computer was an online only item and I would have to call 1-888-Best-Buy to exchange it.
    Issue #1 – I bought the computer from Best Buy and wanted to exchange the computer at Best Buy.  As a customer, I simply do not care if your internal inventory systems list an item as online only.  If visiting Best Buy to exchange a Best Buy item, I expect my very basic request to be honored.
    But fair enough, I understand.  I called the number, navigated a horribly designed IVR, then waited on hold for 30 minutes.  Apparently, I was transferred to Tech Support in error.  Tech Support said I'd have to be transferred again and wait on hold again.  I said that waiting another 30 minutes was unacceptable and asked that I be transferred directly to a person who could help.  At this point, the person in Tech Support hung up on me.
    Issue #2 – Despite my being courteous and polite on the phone, the inconvenience of my request caused this person in tech support to commit an indefensible disservice to a paying customer.  I can think of few things in this world that surpass the rudeness, gall, and unprofessionalism of hanging up on a customer. How little training are these people receiving that they would hang up on anybody, much less a customer?
    I called 1-888-Best-Buy again, waiting on hold for 30 minutes a second time. This person was more helpful. A shipping label was promptly emailed to me and I sent back the computer.  A few days later, I noticed that my credit card was refunded for the computer, but this was extremely odd given that I wanted an exchange for the exact same computer.
    Issue #4 – The Best Buy return forms need to be vastly clearer.  A customer needs to be able to indicate that the product is being exchanged, not returned.  I placed a handwritten note on the form, but apparently nobody at the return center bothered to read the note.
    I called 1-888-Best-Buy a third time.  This time, I spoke with a very nice lady who was (frankly and unfortunately) clueless.  She said that since the money was back on my credit card, I could simply buy the computer again.  I explained to her approximately a dozen times that I wanted an exchange and that if I repurchased the computer again, I would not receive the sale price because the computer was no longer on sale (I believe that the price was then $699).  In other words, the failure of Best Buy to correctly process the exchange would cost me an extra $300 if I was to repurchase the computer.  The customer service agent could not resolve the problem and then transferred me to a new person.
    Issue #5 – From my first phone conversation with a customer service agent, I was given an RA number.  Subsequently, I was told by everybody with whom I spoke that they could not look up my order or exchange via the RA number.  Why does Best Buy give an RA number if it is subsequently useless?  This is a giant waste of your customers’ time.
    I explained the situation a second time to the new customer service representative.  He understood the issue and was very helpful in resolving the issue.  After a few minutes of investigating, he came back on the line and said that the computer was no longer available, but that he would complete the exchange with a like product (HP Envy with 1TB HD and 8GB memory).  This resolution was exceptionally fair and met my expectations (the new computer had a price of $999, after all).
    When this new computer arrived, I realized that it was similar but had some substantial and material differences.  The keyboard is not backlit, the screen has very poor resolution (I’ve spent hours trying to resolve this issue to no avail), the touchpad is difficult to use and unresponsive, the monitor does not open beyond 90 degrees (Okay, maybe 95 degrees…but this makes the computer impossible to use on a desk, or more importantly, on a lap.  Seriously, why would HP design a computer like this??  You have to stoop down to see the monitor because it simply does not open wide enough), and the laptop body is horribly designed with all of the weight on the back, leaving the computer constantly unbalanced and the touchscreen 50% useless).  As I discovered, these differences all boiled down to a very small detail:  The original HP I purchased was a Sleekbook, while the new laptop is not.  One small word, one big difference.
    I then went back to the Best Buy store in Reston, VA and explained the situation.  My request was to exchange the HP Envy that I now possessed for the same model that I originally purchased (the HP Envy Sleekbook).  The lady at the customer service desk said that she could not perform the exchange.  Her rationale was that the exchange could not be made if the new computer would cost more than the original computer that I purchased.  I explained that I was now in possession of a $999 computer and was wanting to leave the store with a $699 computer.  This would net Bet Buy $200.  Regardless of that fact, however, my request to her was very basic:  I purchased an HP Envy Sleekbook, the first exchange did not work, and I still expected to receive an HP Envy Sleekbook.  She then went to find her supervisor.
    Issue #6 – Why can Best Buy employees not make a decision?  Can Best Buy please empower somebody?  Waiting around at the counter while employees search for a supervisor is unacceptable in 2014.  If you need an example, visiting an Apple store would be hugely beneficial.
    The supervisor, James {Removed per Forum Guidelines}, then arrived.  I explained the situation a second time.  James verified that the computer I originally purchased was indeed available at a nearby store.  But, he would have to charge me an extra $300 for the exchange.  Thinking that this was preposterous, I asked him to explain.  He said that he could not verify the price that I originally paid on January 1st.  Conveniently, I had a smartphone in my pocket and offered to show him the receipt from my purchase.
    As I did with the first employee, I explained again my very simple request to exchange the HP Envy Sleekbook that I originally purchased for a functional version of the same.  He said that this was impossible because I was shipped an HP Envy Sleekbook as an exchange.  I explained that this like-item exchange was the decision of Best Buy and that I had no control over what I was shipped by Best Buy when they were choosing an equivalent product.  Nonetheless, all of those facts notwithstanding, I was now in possession of a $999 product and wanted to exchange it for a $699 product.  THIS WOULD NET BEST BUY $200!  James {Remvoed per Forum Guidelines} was unwilling to hear any of this, said I would either have to either keep the HP Envy Sleekbook or pay $300 extra to leave the store with the computer that I originally purchased for $399.  These were the options, take it or leave it.
    Here’s the bottom line:  Best Buy won mightily.  Best Buy got its way.  I did not.  I admit it, Best Buy is the victor.  Congratulations.
    I could continue to fight for an exchange, but in Best Buy’s victory, the archaic process and automaton employees have worn me down.  I’ve now given up.  I’ll keep this sub-par, hardly useable computer.  I’ll also hate it.  I’ll also scorn Best Buy when I log on every morning and every evening.
    I’m not without options, though.  As a matter of fact, I’ve now joined Amazon Prime.  The Amazon service is amazing and I encourage every Best Buy customer to do the same.  You order heavily discounted products, you have the help of many customer reviews, and the products arrive at your door the next day.  I’ve already spoken to Amazon’s customer service team, and the experience was first class.  Since my Best Buy experience, I’ve already ordered an iPad and Nikon D3200 for my wife’s Valentine’s Day present.
    Best Buy could have had these sales.  James {Removed per Forum Guidelines} and the Reston store won the battle, though.  The price of losing the battle is that I have to keep a $999 laptop.  The price of the victory for Best Buy, though, is that a lifetime of sales will now be channeled through Amazon Prime.
    I expect Best Buy to do nothing after receiving this note.  But, my ideal resolution:  Please have the manager of your Reston store, along with James {Removed per Forum Guidelines}, write me a letter of apology.  It would be wonderful, and go a long way towards resolving the situation, if both the manager and James {Removed per Forum Guidelines} would acknowledge that when given the opportunity to do the right thing, they instead chose to hide behind inflexible and inappropriate company policy.  When given the opportunity to surprise and delight a customer, they instead chose to not lift a finger to make things right.  When given the opportunity to win a loyal customer, they instead chose the easy path that resulted in alienating a customer.
    All customers have a choice.  My choice is now Amazon Prime.

    Hello cathacker,
    Buying a new computer should be fun and exciting and not fraught with problems after the fact. I deeply regret the numerous obstacles to receiving a successful exchange for your defective machine and for any resulting inconvenience.
    The problems that you encountered are not helpful or endearing in the remotest measure. Having to cope with an unprofessional telephone representative is not the least of the unfortunate circumstances you describe, and for that above all I offer you my own personal apology. There is never a circumstance where behavior of that kind is appropriate and you shouldn't have had to cope with it.
    I was gratified to read that your subsequent call to arrange an exchange through BestBuy.com was successful and netted a comparable computer for the same financial outlay. I was disheartened to hear that, while the offer met your expectations, the hardware did not.  I know that your objective was to exchange the substituted device when you revisited the Reston store, but were you offered a refund during your conversation?
    In any case, it's clear that the Reston store and BestBuy.com created a disappointing situation for you with this purchase. Certainly, this was not our goal. While I understand your decision to pursue a relationship with one of our competitors, it remains my hope that you will one day give Best Buy another chance to win you over.
    Please know that i'm grateful for your eloquent remarks and for taking the time to compose and present them, both here and on our Facebook page.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Best Buy Rips Me Off Yet Again

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

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

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