Poor customer service for Best Buy Elite Plus customer - A simple price match request

Dear customer service, I recentally bought Model: S29E790C and SKU: 3908046 for $599. Last week, I notice that the price drop to $549 or $559. I call in and got price match. Today, the price drop to $499. I've called back in, spent 15 minutes with the first rep, who stated they will have to transfer me to the right department. I ended being transfer to an unknown number. The second call back, I was given a confirmation #, but not email on the price match. I am disappointed and believe this should be a simple task. Can someone help me? Thanks

Hi there johluon,
I’ve been thinking about purchasing a second monitor for my computer set up at home, and I have to say, the one you picked is quite nice! If I have to be honest, I’m a little jealous. All jokes aside though, it’s understandable that you would want to get the monitor at the lowest possible price, so I’m sorry to hear of your troubles when attempting to request a price match with us. I’d be happy to take a second look into your request and see how we can help.
After reviewing your online order using the email address attached to your forum profile, I was able to confirm that you received a price match last week to the $549.99 price. As we can only offer one price match per item in accordance with our Price Match Guarantee, this could explain why you haven’t received an email confirmation stating the second price match request for $499.99 was honored. Having said this, our systems do indicate we might have set some incorrect expectations earlier today when you called for assistance, so I’ve sent you a private message to discuss this further. You may view this message by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the page.
Thanks for posting,

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Best Buy Elite Plus-Worst Customer Service Department EVER.

I just spent the last 2 hours on the phone with 2 different people in the Elite Plus customer service department. I explained the problem (wrong shipping method generated on an expedited order), the solution (annotate unshipped part of order to ensure that this does not happen again, attempt to make amends for improper shipping label) and the evidence of the error. The first representative, after assuring me that although the mess up occured, the order would still arrive in accordance with best buy policy, stated that the only way to ensure that shipping would not mess up would be to upgrade to express shipping for $18. After being told that I was unhappy with her solution and would like to speak to someone else, it took almost 15 minutes to get her to agree that this was what she wanted to do. It then took another 15 minutes of wait time until another representative could be retrieved. The second rep stated that she would have to call UPS to find out why the error occured. I pointed out that the error could be seen on the order details. The order had 3 parts, the 1st shipped expedited via UPS 2nd day air, the 2nd shipped standard via UPS ground and the 3rd was still waiting for release. Obviously, according to Best Buy, the customer is always wrong. I will have to wait until the "back office" verifies that I am not lying and that my access to best buy's files is better than customer service, so that I can receive a phone call to try to solve the issue. Nice to see that loyalty to the Best Buy franchise is such a valued commodity to the company. I will have to make sure that I share this experience with all my friends and family, and to make sure that I take my business to a company that can fix simple errors without being dismissive and insulting.

Hello jymie71,
I was disappointed to read about your call-in experience to discuss the issues with your BestBuy.com order. We strive to provide a superior level of service and it's clear -- based on what you describe -- that we did not live up to your expectations. I regret the apparent confusion and inefficiency that you encountered.
In looking into your concern, I note that you called us again yesterday and accepted an accommodation for the shipping issue. Further, I'm happy to report that your shipment should arrive today.
I'm very disappointed to read that this situation may influence your future shopping destination. It's my hope that you'll give Best Buy another chance to win you over one day soon.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy is about to and Elite Plus customer

I've been an extremely loyal Best Buy customer for over 20 years. I've been an Elite rewards member for 6 years, and Elite Plus since the new tier was created. I've already re-qualified for Elite Plus for next year. Needless to say, I shop at BBY several times per week.
That may all change unless they can fix this colossal f$#k-up that is placing several of my pre-orders in jeopardy.
Long story short: I've placed 6 orders that consist of video game pre-orders for limited edition versions, which are now fully reserved at all retailers, as well as several other pre-orders for pretty much every A-list release coming in Q4/Q1. Some of these orders were placed as far back as February, right when the items became available for pre-order.
My BBY credit card was recently updated from the in-store card to the BBY Platinum Mastercard. The old card--which I used for all of those orders--has now been deactivated. I've updated my account to include my new card as primary payment, but there is no self-help option to specifically update your payment on existing orders.
I hit a snag when two of my orders that released yesterday went to process, and were denied payment, since they tried to ping the old card. These orders were then cancelled for invalid payment before I had a chance to respond to the email regarding a payment problem.
I called support today, to see if they could manually update the payment information on my outstanding orders, and we found in a conference call with Citibank support that even though my new card is valid, since the process of updating existing orders doesn't provide a way to enter the CVV code of my new card (since it's not required by .com's systems), when they go to enter the order, it registers as a CVV mismatch and the payment is denied. After a few tries with one of my orders for a common-stock item, the order hit enough denied payments to be automatically cancelled.
After being on the phone with them for 3 HOURS, I was essentially told that they had no way of fixing this. The problem is, that when these limited-edition pre-orders hit their release date, they will encounter the same payment error and then be automatically cancelled. But, if that happens, or if we cancel the existing orders and I attempt to re-order them, THEY WILL BE OUT OF STOCK AND UNAVAILABLE!! Essentially, unless this error is fixed, I will lose all of my limited-edition pre-orders and since I can't order them anywhere else, I won't be able to replace the order anywhere, unless I shell out a ton of money on the secondary market.
Obviously, I don't find this satisfactory. I've entrusted Best Buy with thousands of dollars of pre-orders, and because of a stupid glitch in their system, they have now essentially told me that this is an inevitable problem that even their top tier of support cannot correct, and they offered nothing to fix the situation to ensure that I will receive the items that I had ordered several months in advance.
This is absolutely outrageous, and it's the last straw. If someone from Best Buy is reading this and can help fix the situation before my first LE pre-order of Q4 enters processing on 11/3/14, I would ask that they please contact me. Otherwise, this screw-up is enough to finally end my two decades of loyalty at Best Buy.
I am very serious about this. If no solution is found, and my orders continue to get auto-cancelled, I intend to cancel all remaining pre-orders (over 15 pending items), cash out my $500 worth of banked points, then cancel my Best Buy accounts and never set foot in a store or visit them online again.
I know people often make these claims of "never again" to be hyperbolic and blow off steam, but this is not just idle talk or grandstanding. With Amazon Prime giving me release-day delivery and competitive prices, and 3 GameStops and 2 Apple stores within a 10 mile radius, I could very easily get by without ever giving Best Buy my business again, and I am fully prepared to do so if these orders cannot be rectified.
I would figure that Best Buy would go the extra mile to take care of their most loyal customers. Heck, with how the customer base has eroded, I would figure they'd bend over backwards for ANY customer. I can't imagine Best Buy can afford to lose too many more customers like me, but they're about to, unless something gets fixed and fast.
Ball is in your court, Best Buy.

Good afternoon zsciaeount,
Thank you for being a loyal Elite Plus customer. I am terribly disappointed to read about all the wasted time and frustration you have been through regarding your pre-orders. Updating your credit card information on these orders should not be so difficult, and I am truly very sorry for all the inconvenience and frustration you have encountered.
According to our records, I see you are working with our Executive Resolution team. I encourage you to continue to work with them to get this resolved immediately to avoid any more pre-orders from being impacted. Should you still need my assistance please do not hesitate to let me know. I assure you it is my goal to help our loyal customers in any way I can. I will also be documenting your experience for further review.
Once again, I am truly very sorry for any disappointment this has caused, and I hope we are fortunate to continue to have you as a loyal Best Buy customer.
Sincerely,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

Lack of Customer Service for Despicable Me hat

2/2/2015. Yesterday (Sunday) was the first day of advertisement of the Despicable Me 2 Blue Ray DVD ($12.99) with $1.99 minion hat. I called the Roseville, CA store and they said they had the hat in stock. 20 minutes later, I was at the store -- no hat (sold out about a week ago). They called the Citrus Heights, CA store who reserved a hat for me at customer service. Guess what, my husband went to pick up the products today and NO HAT. So, I'm mad, mad, mad. Best Buy has no customer service and I am so frustrated that I signed up for the blog forum just to vent and (hopefully) get a hat somehow.

Hello madminion-
I’m not sure if you saw the commercial featuring the new Minions movie, but they obviously are popular and I can understand why you would want that hat after seeing it! I’m sorry to hear that both the Roseville and Citrus Heights stores were sold out of it.
I’ve checked the stores around your area and unfortunately, it appears that they are sold out of these hats and with them being limited edition, I’m not sure if they will get them back in stock. However, we do still have the offer available through BestBuy.com currently here, so if you have not already bought your movie, you should be able to place an order for the movie and the hat while the promotion is running
I hope that this helps!
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

NEVER GET YOUR CELL SERVICE FROM BEST BUY

Never again will I get my cell service through Best Buy, here's why.
In Nov of 2012 I decided to change my cell service to AT&T. I went to the ATT store and to Best Buy in South Nashua, NH to investigate the price plans and cost of the phone. I was going to buy a Samsung Galaxy S3, (top phone at the time) everthing was exactly the same at the two stores except for one thing, the insurance. The insurance from BB had unlimited claims, a lower price and no deductible. The sales agent from BB noted the process worked as follows "You bring your phone in, we ship it out to be fixed and give you a loaner phone. The loaner phone will not necessarily be a S3 but one that is equal to it." This is what other friends of mine had told me too, and that was the reason I went to check out Best Buy. Since everything was equal I decided to go with Best Buy ONLY BECAUSE OF THE INSURANCE OFFERED.
Now, March of 2014 I have a problem with my phone and it needs to go in for repair. I'm still under contract with Best Buy. I wait in line for at least an hour (did you know that you need to call ahead to make an appointment? I do now.), I tell the customer service guy my problem and he prepares the phone to be shipped out. Then he brings out the loaner. It's a Pantech P7040, a ghetto version of a black berry from 5 years ago. Not an Android phone, not a smart phone, not anywhere even close to what my Galaxy S3 is. I made note of this fact to the gentleman and he said it was the best they had for loaners. I then informed him that I USE my phone for work. Numerous apps in there that I really use EVERY day at work. I travel and my phone's apps are super important. We had some discussion about this situation that I would now be in and how the salesman informed me that I would be given a comparable loaner if I ever need to bring my phone in when they were selling me the service plan. This guy told me they used to do that but don't do that any more. I said that this does not weigh very favorably with my choices of whom to use to when renewing my contract. He told me that he didn't care. It's not his rules.
I realize that you don't make the rules you only follow them but still, the salesman told me (and apparently many other people are complaining about this at BB) that I would get a "comparable loaner" to my phone. The customer service guy said that they stopped that policy back in November or December of last year. I told him that I realize policies change to maintain efficiency but I bought a specific service and they need to honor what they sold me. You can't sell a service and then not give the customer what you sold them because you no longer like that policy, you can change the policy with the new contracts you sell if you want. He told me "If you read the entire contract, it doesn't say it anywhere in there that they will give you a loaner phone." Ya that's fine, but the salesman told me they would, that's an oral contract and is binding in a court of law. He then told me that they didn't have to give me a phone at all. (That didn't help this situation) I then informed him that if I had come in here and was told that I would not have a phone for a week "I would #$@% explode!", "Considering the fact that I was told I would get a comparable loaner, and then told that I wouldn't get any". I also asked that since I was traveling when my phone broke, could I call ahead to the store to have them order a replacement that I can pick up when I come home. "No, we have to see the phone first and send it out."
My repaired phone or possibly a replacement might be available by Wednesday. However, I leave for work again on Tuesday so I'm without my smartphone and stuck with this ghetto junker for over a week until I get back. This is not the service that I was sold and this is not the service that I was expecting. This wasn't one rogue salesman lying to customers to get sales, it was the company's policy to inform customers that they would get a comparable loaner phone. BB is liable to honor their oral contract with their customers. I would like my money back for the the service contract. I will NOT be back to BB to renew my cellular service. My intentions are to inform others that Best Buy salesmen will tell you what you want to hear in order to make a sale.

Hello,
I was quite disheartened to read about your experience in seeking repairs for your Galaxy S3. It sounds like your visit was less than ideal with the long wait and a store representative who was less than sympathetic. We strive to provide superior service and I very much regret that we didn't live up to that goa, or to your expectations of us.
The loaner cell phone program and Geek Squad Protection (GSP) are separate things. Any of our customers were permitted to take advantage of a loaner phone if they needed one even if they did not purchase GSP. While some stores still have phones that can be provided as loaners, you were informed correctly that the program was discontinued last year. If you wish, you may obtain a prorated refund for GSP by visiting a Best Buy store with your original GSP purchase receipt.
I'm disappointed to read that this experience may influence your future shopping destination. It is my hope that you will one day give Best Buy another chance to win you over. Please know that I'm grateful that you wrote to us about this.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

NEED BETTER THAN SUB-SERVICE AT BEST BUY..HELLO CEO

The problem was....I went to the Boynton Beach store to buy an xbox. Manager looked it up and said we do no have any. He said if you drive to the other store 40 miles away, you can pick one up there; they have 30 xboxes there ! I asked the manager if he can have someone bring me one up tomorrow. Manager said, I can ask the other store to send one but it will take a week to get here. No great service at Best Buy, I thought i was at Walmart again with sub-service and a no care from the main people who should go beyond that sub standard service and stand-out for BEST BUY ! I hope the CEO gets this and wakes up and gets away from his desk duties and change the lack of sub service and stops this way of thinking ! Tks.......SUB_SERVICE

Hi there rvgbb,
I'm sure you were quite excited to visit our Boynton Beach, FL to purchase an Xbox! I can imagine that you were greatly dismayed to find so many units an hour's drive away, but none at your local store. Generally speaking, in such a scenario you would have the option to visit the store with availability or place an order and wait for one to arrive at the location most convenient for you.
I am truly sorry that you felt the options presented to you to be unreasonable and an example of subpar service. I greatly appreciate you taking the time to share your feedback with us and will be sure that it is noted to be used to improve our methods in the future. If you should have any questions, please let me know.
Regards,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

Bad customer service for my printer

Today, I called HP customer service for an ink failure issue of my printer. I knew that the printer had out of warranty so I want to ask question how to reset the printer. But the customer service representative told me that I am a valued customer so he will assist my problem over the phone fully without any charges. I really appreciated two attempts (Cleaning, Power reset) and he would give me two options of my problem.
Those were basically replacement plans that were $30-$60 less than the new one. Of course, those plans are for the manufactured reconditioned with extra sets of ink cartridges and 2 years warranty if I pay another $1. I couldn’t accept this offer at that time because I need to discuss with my wife, but instead I asked customer representative to call me on later tonight. The customer representative supposed to call me later tonight, but I didn’t get any phone call from HP, so I called HP and I was really surprised how HP change their words. I argued around 2 hrs with switching my phone call to 4 different person, and a lot of waiting time, asking that I got offered. I knew that HP would record all the conversation and never response me about this.
Finally, I found that HP offered me scratched and cosmetic wear printer with guaranteed working. The hardware supervisor gave me this offer and made sure that I am aware of that by reading conditions of printer. Later, I asked for the return policy, and she give me 3 business days. Who is going to buy a $50 less priced printer with a lot of scratches? I know that another sets of ink cartridges will worth to have this offer, but I didn’t because I will disappoint when I first saw the product.
I totally disappointed of customer service how HP changes their offers and words, resulting me wasted more than five hours, including convincing my wife. I regret that I bought so many HP products (computers, printers, and tablets) I will never buy HP products, and I will not recommend HP products because of worst customer service.

Thank you for visiting the HP Support Forums. I'm sorry but this is a peer-to-peer community of HP customers, and not a venue to contact HP directly. Most of the users here are consumers like yourself who are offering solutions because they like to help others, and any HP employees you see are here on their own capacity and not representing the company.
If you have additional or direct feedback for HP about their products or services, or questions about repair, you can use the link below for contact information.
http://www8.hp.com/us/en/contact-hp/ww-contact-us.html
If you have other questions and concerns about using the forum, please feel free to send me a private message.
OrnahP
HP Support Forums Moderator
Clicking the "Kudos Star" to the left is a great way to say thanks!
When your problem has been solved, accept the solution by clicking "Accept as Solution" to help other members in the future!
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Rate Apple customer service for me

I'm a new user and finding Apple customer service very un-responsive to resolving a problem I had with an unrecognized charge to my account. Account has been disabled and I have no access while they "investigate." I have given new credit card but that isn't speeding things up. All for a $1.29 charge! I'm not impressed but stuck with them if I want to keep my iPhone! In general, is there usually satisfaction with Apple? Or is there general dissatisfaction with their customer svc responses?

Apple has been rated #1 in customer service for a few years now.
With millions of iTunes customers, ther are bound to be some that have issues.
Usually they are pretty good about getting things sorted out. Respond to the previous email you received and give it 48 hours for a response.
problem I had with an unrecognized charge to my account.
You did call/write your CC company and dispute this charge, correct?

I CAN NOT BELIEVE APPLE OFFERS NO PHONE CUSTOMER SERVICE FOR ITUNES USERS!

I have been unable to access my purchased music on my new computer (the old one crashed before I could back up my purchased itunes music). I clicked "check for purchases," and received one of several television shows I purchased and NONE of the dozons of songs and albums. When I clicked "check for purchases" again, a box came up that said "all purchases have been downloaded for this account." Does Apple really not allow you to recover your purchased music in this situation? Does Apple really put profits ahead of customer satisfaction to the extent that they've eliminated phone customer service for itunes altogether? Well, I know the answer to the second question from research is yes. How sad. But can anyone help me with the first Q? Is all my purchased music really gone permanently? Thanks. -Matt

Hi, Matt.
Apple's policy is clear: iTS purchases can be downloaded only once. It is your responsibility to make back-ups.
That being said, at their discretion they have made one-time exceptions to this policy. You can ask for an exception by submitting the form at the bottom of this page:
http://www.apple.com/support/itunes/store/backup/
Good Luck! But whatever the response from Apple, remember:
Your music is valuable - please back it up!

My computer failed. I'm putting CS3 on my new computer. Attempts at Registration encounter "Communication Failure". How do I contact Adobe customer service for assistance?

My computer failed. I'm putting CS3 on my new computer. Attempts at Registration encounter "Communication Failure". How do I contact Adobe customer service for assistance?

You are wasting your time. Registration always has been optional and those pages are long gone. Simply don't bother.
Mylenium

HT204088 Does anyone know how to speak to customer service for iTunes? I got charged for something and have no clue what I got charged for. I have not used iTunes yet. There is no way on the apple site to get this resolved.

Does anyone know how to speak to human being in customer service for iTunes? I got charged for something and have no clue what I got charged for. I have not used iTunes yet. I have spent a lot of time trying to get this resolved on the apple site and there just seems no way to do it. Thanks.

iTunes Customer Service is an online service unless they feel they need to call you.
iTunes Customer Service Contact - http://www.apple.com/support/itunes/contact.html > Get iTunes support via Express Lane > iTunes > iTunes Store

OMG...does anyone have a phone number that I can talk to anyone in customer service for an itune dispute on an iphone?

OMG...does anyone have a phone number that I can talk to anyone in customer service for an itune dispute on an iphone?

There is no telephone support for itunes.
Use the contact link provided in the previous post.

Really? All Adobe has for customer service is a forum? I have a simple question. Can't just contact someone? Are you that cheap?

really? All Adobe has for customer service is a forum? I have a simple question. Can't just contact someone? Are you that cheap?

Not to be critical, but in the time you have waited to find out how to contact Adobe you probably would have had your question answered by someone here on the forum. Many times people have been given bad information when they have found a way to contact Adobe. Much of the so-called technical support has been outsourced overseas. And the people manning the phones have no experience with Adobe products. So you can complain some more. Or, you can ask your question. It's your choice.

Customer service for warranty

Hi All,
Can any one provide me with some inputs or documents on business scenario "Customer service for warranty" in Customer service module.
Thanks in advance.
Regards,
Vinod boga.

hello, wondering if i have got lost in the shuffle?i sent a request for help over a week ago and did get a response from charlie-10 to private mesage him which i did but the message seems to have disappeared? shortly after that hailey-j sent me a message requesting me to private message her. so i did, but hanvent heard anything back from her.i had also sent a 2nd message to charlie-10 and he did respond but i let him know i had just sent hailey-j a detailed message and asked if i should wait to hear back from her or start with him.i was advised to wait for hailey to repsond.its been 4 days since my last request for assistance. i dont mind who i work with but would just like to talk to someone about the awful support and customer service i have been going through and what can or will be done regarding it.reference case# E61309564.thank you

Customer Service for iTunes

Is there anyway to contact customer service for iTunes??? i am having problems with an album i purchased and would like some help...

http://www.apple.com/support/itunes/store/buy_troubleshooting/

Poor customer service for Best Buy Elite Plus customer - A simple price match request

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