Preorder deposit system is broken at Best Buy

From searching this forum I know I'm not the only one having an issue with pre-order deposits. It's pretty stupid that I have to go back to the store to get my deposit back on a pre-order since Best Buys computers cannot apply the deposit automatically to the final payment. If they cannot fix the computers they should at least train the employees to make sue the deposit is applied. Pretty much common sense: "Oh you're picking up a pre-order, there must be deposit, let me get that applied." I have two other pre-orders that I'm concerned about, I really don't want to go through this mess again.

Greetings seanalan329,
Believe it or not, pre-order deposits should automatically be applied as long as the initial pre-order receipt is scanned at the time of pickup. We're aware of an issue that may intermittently prevent this from occurring though, and our stores simply need to void/return the transaction and re-ring the final sale to address this issue.
With that in mind, you will regrettably need to return to your local store for assistance if you believe a pre-order deposit was not properly applied to one of your recent purchases -- we do not have the ability to address these issues remotely. I have confidence that an on-site rep will be able to help you out.
Thanks for taking the time to post.
Aaron|Social Media Specialist | Best Buy® Corporate
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Similar Messages

Why is best buy selling 8GB of RAM in a 32 bit system

Ok, I'm not the most tech savy person out there, but I am looking for a new computer and I just noticed that best buy is selling a lot of computers with more than 4GB of RAM on a 32 bit system. If it's not possible for a 32 bit system to use more than 4GB of RAM why is Best Buy bothering to put more than 4 in? Some cases say 8GB of RAM with the ability to upgrade to 16 ... Am I wrong about 32 bit systems? Or is best buy trying to rip off their customers by making people think there system is faster than it actually is?

RealGeorgeW wrote:
I would have to agree that almost all computers right now are shipping with 64bit OS's installed on them.
Unfortunately, most of the spec sheets on the website are prepared by the manufacturer, so discrepancies are on them to send updated info to BBY to fix.
That being said, I do vaguely recall a machine I had that only had a 32bit version of windows installed, but correctly identified 8GB of RAM. That was a while ago, I wish I could remember how/why it worked.
I recently built a new system and accidentally installed Windows 7 32-bit. For some reason the operating system was able to detect my 8GB of RAM, which was part of the reason why I didn't realize I had installed the wrong OS for several hours. After doing some research on this puzzling issue, I learned my motherboard may have had some special capability to override the 32-bit limitation or something.
I am a Best Buy employee. My posts reflect my personal experience and knowledge and may not be the official opinion of Best Buy.

Best Buy Geek Squad TV Warranty is Terriblw!

I'm in my third week of waiting and I still don't have my TV repaired! What a frustrating experience! I called Best Buy Geek Squad 17 days ago to report that my TV stopped working. I had purchased the repair warranty so I assumed I could get it fixed in a timely manner. Wrong. I had to call every single day the first week just to try and get a service date. Finally a repair service agreed to come out but cancelled without reason the same day. I talked to many Geek Squad personnel and was constantly transferred so many times to other people. Each time they expressed concern that my problem was not being handled but then promptly transferred me to someone else. On at least three occasions I was promised that someone would call me back to schedule service. None of those promises were kept. No calls were returned. In the second week I finally got a repairman to stop by the house. He told me he wasn't authorized to fix the TV, but rather had to figure out the problem and report back to Best Buy. He narrowed the problem down to three different components and left. I received a call from someone at Best Buy who told me that they were assigned to assist me through this process. It's been ten days and I haven't heard back from this person. My repairs were apparently approved at some point and I'm still waiting for replacement parts. I filed a complaint with the Better Business Bureau but was told by Best Buy that they couldn't do anything, such as replace the TV, for at least 30 days. So I'm in week three and still waiting!
I had this problem one other time and after weeks of scheduled repair appointments where the service personnel failed to show on at least three occasions Best Buy finally sent me a gift card to replace the TV. I should have learned from that experience. Now it's happened a second time! I've spent thousands of dollars over the years on TVs, computer systems, and electronics at Best Buy. I can assure you that after this experience my family and I will shop elsewhere for our electronic needs! I'm very disappointed!

Hello usms2617,
I can’t even begin to count how many shows I watch on my days off from work. Because of this, I know I’d be frustrated too if I went without my TV for a long period of time, especially if a repair took longer than anticipated. While rare, repair delays do occur and are usually due to part delays or technician availability. It seems though that there may be other issues in play though. I’m sad to hear that your TV repair hasn’t progressed as smoothly as we would’ve hoped, and I am sorry for any aggravation this has caused.
When one of our customers is underneath a Geek Squad Protection plan and a repair is necessary, we ask them to set up a service claim with us by either calling 1-800-GeekSquad or by scheduling an appointment online. There are times though when our Geek Squad agents are unavailable for certain areas, and our third party team takes over the repair to assist. Upon review of your work order using your email address on the forum, I’ve found your repair is currently processing through one of these third party teams.
However, the quality of service should still stay the same no matter who is repairing your television. As we want to ensure that your television repair progresses as smoothly as possible from here, I’ve contacted Matt from our Special Forces team who handles situations likes yours. As your repair time is longer than normal, I understand he has reached out to you to discuss this further.
Please know that I will keep my case open with you and watch its progress as Matt and I are working together to resolve this. I appreciate your patience and I’ll send you a private message once an update is available. You may view it by logging into the forum and clicking on the envelope in the upper right-hand corner.
Thank you for posting!
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Smash Preorder Bad Experience

I sent the following email to Best Buy regarding my bad experience when I went to pickup my Super Smash preorder. After hours of being on hold and being transferred to countless different people, the final explanation I was given is that Best Buy can at any time cancel a pre-order, so I had no recourse. Here is the original email I sent:
"I was writing to make bestbuy aware of a very unfortunate situation that I encountered tonight at my local best buy (Las Vegas, NV, Summerlin location). I preordered the $99.99 bundle of Smash Brothers Wii U in store, putting $5 down to reserve a copy. I have my best friend in town tonight to play Smash this weekend, so I was really excited to get off work and go grab my copy. Unfortunately, once I got to best buy, they told me that they sold my copy to someone else accidentally and that they didn't know if they would ever get another shipment. They offered me no recourse except to wait and see if another shipment came in. After driving around for a couple hours I finally found a place that still had a bundle and purchased it. It was a horrible experience and makes me regret becoming part of Best Buys gamer club. I would have gotten 20% off at Best Buy with my Gamers Club Unlocked Membership, but I had to get it at Fry's instead and paid full price. I tried to find it at another Best Buy but all of the ones in Vegas were sold out.
I would appreciate if Best Buy would, at a minimum, refund 1.) the $5 preorder I put down on the game and; 2.) the $20 discount that I missed out on with my Gamers Club membership because I had to go purchase it at Fry's. I have usually had good experiences with best buy, but this one has really soured me on buying my games at Best Buy and would hope that you guys would make sure something like this doesn't happen in the future. Preordering games is to ensure that you get a copy when it comes out, it is not a source for free money for Best Buy. I can provide any documentation you need and I look forward to hearing from you."
After talking to many different associates for countless hours I am done trying to get anything for this nonsense. The last person I talked to told me to put down the full money instead of $5 next time and this might not happen. Best Buy has lost a loyal customer because of their policy.

Hi Vote4link,
As a Super Smash Bros fan myself, it’s truly disheartening to read of your pre-order experience. Having a friend in town to play over the weekend, only to find out that your copy isn’t available at our store, is understandably frustrating and I’m very sorry if that is what happened here. While it sounds like you found another option to acquire the game, I regret hearing that it wasn’t at Best Buy!
Like zztoluca said, if you pre-ordered and your copy arrived at the store, it should have been held for you. If this didn’t occur, it was a store error and this is the last thing we want for our gamers, especially those who are members of Gamers Club Unlocked. With that, your $5 deposit will automatically be refunded to you if you don’t fulfill your pre-order within eight days if it was created on BestBuy.com, five days if created in-store.
I’d like to ensure your feedback is seen by leadership at the store, so if willing, please send me a private message and include either your BestBuy.com order number, or the Customer Service PIN located on the bottom of your in-store pre-order receipt. You can send me a private message by clicking the link in my signature.
Thanks for sharing your concerns with us and despite the circumstances, I hope you’ve been enjoying Super Smash Bros.
Brian|Senior Social Media Specialist | Best Buy® Corporate
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Best Buy did not honor my preorder for Smash Bros Bundle.

I would like to place a simple complaint. A little more than a month ago, I placed an in-store preorder for the Super Smash Bros. for the Wii U Bundle, which included (1) Super Smash Bros. for the Wii U game, (1) GameCube Adapter for the Wii U, and (1) GameCube Controller.
I asked MULTIPLE times if the bundle will be available on release day, which was 11/21/2014. I asked store clerks AND customer service representatives and EVERYONE I asked said it will be available. I could have ordered from GameStop or Amazon but I decided to order from Best Buy because I trusted this store.
However, on 11/21, I went into the store and asked for my preorder. I paid the FULL $100+tax amount during the preorder. The customer representatives said they didn't have any and a manager came and told me that they will look for the inventory, and I should be able to get one. No problem, I thought, because I saw TWO bundles on the shelves right in front of me for online preorders.
I wait right there for FORTY FIVE (45) minutes. A complete waste of time and I was getting impatient but I was still as nice as I could be. They come back and tell me that they're sold out. WHAT? How can they be sold out if I see TWO bundles right in front of my eyes? I ask them if I can just have one of those two bundles. They said no, they're for online preorders. This is what I don't get. I literally paid the exact same amount. I waited in the store for 45 minutes just to be told that I am not allowed to take one of the bundles on the shelves. Why do online orders have a complete reservation? Why can't I, someone who ordered in-store AND paid the ENTIRE amount, get a reservation like that? I paid the same amount, went through the same process, and I even waited an extra 45 minutes, and they tell me I can't have it. If I ran a store, I would rather give the product to someone who is ALREADY agitated and someone who ALREADY waited 45 minutes. I would be MUCH less upset if there were no bundles at all in the store, and I was able to leave after 1 minute. It is MUCH less upsetting to see that bundles are sold out, rather than staring at TWO BUNDLES RIGHT IN FRONT OF MY EYES and NOT being able to have any.
Well, how do I proceed? They tell me they can refund my entire order, and give me a $10 discount on the game alone for my troubles. I thought, well, that's the same discount as the bundle itself, so it shouldn't be a problem. Right? That's what I thought too. I bought the game and walked out of the store, still annoyed but satisfied that I can just go back, play the game, and buy the adapter and controller later. In fact, why don't I just buy it right now? Best Buy ran out of GameCube Adapters before I even left the store. So I had to go somewhere else for it.
To my dismay, I could not find the adapter anywhere. Not online, not in GameStop, not in Best Buy, nowhere. And not having the adapter has SERIOUSLY crippled my enjoyment for this game because I was COUNTING on having an adapter. I PAID for an adapter. I WANT my adapter. But I don't have one. And they are sold out everywhere. Sources say that adapters will not be available for at least a few months. MONTHS. I have to wait MONTHS for something that I ALREADY PAID FOR and something that I WAS PROMISED TO GET on 11/21/2014, NOT 2015.
SO, I would like to just place this complaint here. If I preorder something, I COMPLETELY expect to get it the day of release. I do not care about a $10 discount. I can give that $10 back if you want. I care about having a gamecube adapter that does not cost $100 online. So, Best Buy, where is my gamecube adapter?

Hello aoiara,
Thank you for reaching out to Best Buy regarding you Super Smash Bros Bundle. As I was looking into your purchase I found that Brian assisted you with your concerns through a Facebook conversation. I am happy to hear we were able to address your concerns.
Please visit our forums again any time with questions or concerns.
Best regards,
Mike|Social Media Specialist | Best Buy® Corporate
Private Message

Preorder Best Buy

If I preorder the iPhone 6 through Best Buy, do I still qualify for the $200 trade in? I have an iPhone 4 currently.

In our town we have two retailers which are literally blocks mile from each other; Verizon Wireless 76 Dodge St., 01915 and Verizon Wireless at 136 Dodge St., 01915. I'm sifting through the VWZ website to better understand the promotion and to better understand given the information shared at "Verizon Wireless 136 Dodge St....".
I've been a customer of VWZ for years and have opted not to go to 76 Dodge St. given the years of poor customer service experience at that particular location and return to 136 Dodge St given their great customer service. Now I read your posting as I comb through the readings to learn more about the promotion to help better understand who, what and under what circumstances you are eligible to receive the promotional upgrade.
I only went to the store today given the VWZ website did not allow me to change my plan to from nationwide to single place and pre-order the phone. My frustration mounted when I went to the store I was at today stated VWZ "misinformed the public..." and the $200 upgrade really should really have read, "...receive up to a $200 refund..." -- that is, I would only receive the cost of the appraised value of the iPhone 4S which is only know after I submit the item to VWZ. Here I read this post which you indicate it's only available at "Verizon Wireless" which leaves be baffled - does this include authorized retailers who print receipts stating "Verizon Wireless, 136 Dode St... or what? The only reason why I remained with VMZ (it wasn't for the customer service), was the promotional offer and the new single plan being offered. If this is not the case, I like to void this order (which I won't be surprised I'll be charged) and start shopping around at other carriers. I admit this promotional offering is very clear with no clear indication on who, what and under what circumstance you are eligible and the cost you will encounter.

My best buy reward certificate not working on preorder?

This topic has been moved to our My Best Buy board under My Best Buy Gamer's Club for further moderation.

blue screen of death can be cause by several things:
hard drive failure, memory failure, virus in operating system files, and more
when you got a blue screen of death, next time that shows up, there's sometimes say "technical information" and blah blah blah blah. google that information up. sometimes they can tell you what exactly is wrong with it.
if you have restored your operating system several times already, and still getting "virus" that's causing blue screen of death, could be your RESTORE CD is F**K up.
ok that's one option, another one is:
1) reformat it AGAIN.
2) don't download anything, don't use bit torrent, dc-2
if u still get bsod and then do this:
buy this:
Model: WD2500BEVSRTL1 | SKU: 9024147it's an internal hard drive for xps laptop (sata)
swipe it out, install ur restore cd of operation on it
if u don't get bsod anymore, that means u're previous hard drive is a bad hard drive.
or just send ur laptop straight to manufacture, don't go through geek squad. lets see what dell says about it.

Question about preorder at best buy

I preordered a 32GB Black Iphone 4 on Tuesday, June 15th. The store clerk told me I was preorder #15.
Now, do I have to wait in line at 3 a.m in order to secure my phone on 6/24? Or can I go into best buy anytime throughout the day and be guaranteed my 32gb because they are holding it for me?(I plan on going early anyway, like 7am, but I'd rather not have to get there at 3am and wait in line.)

Supposedly, Best Buy is going to call you on the 22nd or 23rd for an appointment to come pick it up. If they have enough phones then don't worry. Just look out for their call. Give them a call if they don't call you by the 23rd. It could mean then don't have enough, if any to fulfill your pre-order. But if you get a call, you're good as gold.

Puzzle & Dragons Z + Puzzle & Dragons SMB Edition preorder bonus at Best Buy?

Best Buy is currently advertising the following message for this game:
"When you purchase this game, you'll get a code to unlock a new dungeon and fight for Arkvelza, the Death Skydragon."
Yet, it does not appear under the Special Offers section in the game details. My question is how and when will this bonus be sent? Will it be through email when the game is shipped, after it is shipped, or will it be sent in the box with the game?
Thanks!

Hello ZAquanimus/BrainsBrian-
I’m sorry to hear that you haven’t received your bonus codes for pre-ordering Puzzle & Dragons Z. I’d be happy to help out if I can.
Codes should have been sent to you via email if you pre-ordered, so make sure to check your Spam/Junk mail folders as well as any Promotional folders (such as what Gmail has) for that email. After release, online orders for ship to home or store pickup would have the code emailed to them and store purchases should have the code on the receipt.
If you do not locate the email with the code, we are happy to research this situation if you would send us the following information via private message to our Gaming-BBY inbox:
Message Subject: Game Title & Platform
Message Body: Include...
• Proof of purchase (Customer Service PIN from in-store receipt or BestBuy.com order #)
• Email address (the one you provided for the code)
We will then be able to investigate why you may not have received your code or why the one you received did not work and get back to you as quickly as possible. Please make sure that you are sending your message to the Gaming-BBY inbox in an effort to assist everyone promptly and in the proper order. Also, sending multiple messages does not increase response time.
Thanks!
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Hello i own a 4th generation ipod touch and the headphone jack will not send any sound to my earbuds but, the speaker system works fine will the apple techs fix this if i bought this from best buy or should i go to best buy to recieve a new one?

I bought this at best buy so should i go to the apple store to see if some techs should fix this or try to get a new one from best buy i bought this around the begining of april and please NO FIX IT YOURSELVES!! i am a clumsy 14 year old also, would having the headset plugged in and wrapping the wire around the ipod be bad for it because i think this could have been the cause thank you and any help would be greatly apreciated

It was not in a pouch i just simply wrap it around the ipod, thankfully my mom and i will be going to apple tommorow. I'm seriously never going to go to best buy ever again, i don't trust them because ive bought a faulty ipod nano from them so i'm going to try to avoid this store thanks lllaaass

IPhone 4 Preorder / Best Buy

I was number 9 at Best Buy on Pre Order Tuesday. They were allotted 20 preorders for launch day. Picture me with a grin on my face. Only to find out today that they most likely will not get their shipment on launch day. See grin disappear.
Can't find an HTC Evo anywhere to even try it to see if I might be tempted to switch. Such suffering. It's a wonder I'm not an alcoholic.

Looks like Best Buy is now where I have to go. I hope they get them on the 24th. I reserved 2 with them because we all know how Apple site was on the 15th. Of course Best Buy didn't run any information or anything and won't until you pick up the phone but I was 2nd in line. I'm glad I kept the reservation because Apple cancelled my order and they don't know why as everything seemed ok with payment and my eligibility. So here's hoping Best Buy gets them. They are supposed to give me a call next week sometime to make an appointment to get my phones. **Fingers crossed**

Never preordering or buying any game from Best Buy again.

I went to preorder Destiny Limited Edition for PS4 and had to go through several managers a couple months ago to get it preorder for they couldn't find it in their system. After a few hours they finally found it and preordered it for me. Tonight I went into Bestbuy to find out that the person who preordered my game for me put it for the wrong console.. the PS3. Now that I've wasted an hour waiting in line. I will never get the LIMITED edition that I wanted to preorder.
I've read that this has happened to other customers before and I should have trusted them. Best buy you have lost a customer who has been buying electronics from you for years.

Hello vd4246,
While I definitely thank you for pre-ordering Destiny at Best Buy, I sincerely regret hearing that it’s resulted in such frustration for you! Securing a copy of the Limited Edition of Destiny was pretty difficult since they were exactly that, limited. It makes complete sense that you’d be frustrated if you were under the impression that you’d be receiving the limited edition on one system, only to find out that you had pre-ordered the game for a different console and I’m very sorry if this is what occurred.
I’ve located your pre-order receipt using your email address on file for the forums and I’ve reviewed the details. When pre-ordering games in-store at a Best Buy location, a deposit is needed for the pre-order to be considered valid, which is present on your receipt. After the deposit is provided, the pre-order receipt will print, which will fully display the item(s) that you pre-ordered. While I understand that these transactions are usually completed by one of our associates, I would definitely suggest reviewing the receipt to ensure you receive the proper item(s).
I can understand how your frustrations would make you reluctant to shop at Best Buy in the future. However, I do hope you reconsider! Thanks for sharing your feedback with us here on the forums and please don’t hesitate to let us know if you have any further questions or concerns.
Sincerely,
Brian|Senior 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

WildStar and Best Buy's Terrible Customer Support

To Anyone Who Might Read This:
Because I can't seem to get a timely response from anyone through a private message in less than 3 days, because Best Buy phone reps feign ignorance and pass me along from rep to rep like a basketball (last call was for 88 minutes; 5 reps), and because at this point I feel as though my money has been stolen from me, I will resort to posting on your forums with the desperate hope of a reply.
Allow me to frame my comments with the backstory. On May 30, 2014, I purchased a download pre-order of WildStar Online. I paid for the full purchase of the game (59.99). According the Best Buy's online and instore adds, pre-ordering WildStar would give me several bonuses ingame, as well as access to the headstart weekend beginning on May 31. The full game edition would be released on June 3, but of course I had paid in full for the game, so I expected to recieve both the pre-order bonuses as well as the full game client.
According to both my receipt and the online add, I was to recieve the pre-order bonus code by email "shortly" after purchase. I did not. After several hours, I contacted Best Buy by phone, and I was assured that the email address on file was correct and that I should recieve my code soon. The following morning (May 31st), six hours after the headstart bonus I was supposed to recieve had already started, I still did not have any email from Best Buy. At that point, I found this forum, Best Buy Unboxed, and followed the instructions given by the moderators for just this issue. I sent two private messages to BBY which included my customer service pin and the rest of the required information, but by Saturday evening at 8p.m., I still had not recieved a response.
At this point, I called Besty Buy customer service again, as I was missing out on the pre-order bonus that I had paid for, in full, in advance, and had been guaranteed by Best Buy. The first four representatives I spoke to feigned ignorance and passed me along to the next, all with significant hold times. After 84 minutes, I was connected with a so-called online game specialist who told me my pre-order code would be sent to me within 24-48 hours. Perhaps you can see my dilemna here: 48 hours from that point would be approximately 9p.m. on Tuesday, June 2nd, 3 hours before the full release of the game. With registration and the client download, I would effectively miss out on the headstart bonus I WAS GUARANTEED WITH MY PREORDER FROM BEST BUY. And this is exactly what happened.
Once I finally recieved a response from Best Buy Unboxed and an email with my pre-order code, I was able to download and play WildStar for two days. On June 5, the WildStar client prompted me for game time credit, and would no longer allow me to access the game for play. 30 days of playtime comes with all editions of WildStar, so I was initially confused about the prompt, but after a little research I came to find out that Best Buy was supposed to send me two separate codes: A PRE-ORDER BONUS CODE "shortly" after purchase and a "RETAIL CODE" after release on June 3. I HAVE NOT RECIEVE THE RETAIL CODE, SO I CANNOT PLAY THE GAME I PAID BEST BUY IN FULL FOR IN ADVANCE!!!!!!
I sent a new private message about this problem to BBY on this forum yesterday morning (6/6/14), and I have still not recieved a response. Do you guys work on the weekends? I also sent a reply email to Best Buy, using the "reply to" address on the email that contained my pre-order bonus code, but I have still not recieved a response. I cannot think of a logical reason why I can't be given a response within 24 hours from Best Buy, particularly considering I have already paid in full for this product.
I am a long-time, loyal customer of Best Buy, but my confidence in your company has been shaken in recent years. Customer service, within your stores (particularly in Mississippi), is absolutely horrid. You representatives are not in the least bit knowledgeable, and do little more than hound customers for sales--if they aren't too busy huddled in electronics hiding from us. Phone support is equally terrible. I should not have to spend 88 minutes on a phone call and be passed from rep. to rep. to rep. to rep. until someone figurs out how to get an item to me that I have already purchased. It looks like I will now have to add Best Buy's electronic assistance to the list of my terrible customer service experiences, as a 2-3 day response time from you guy is absolutely ridiculous.
Since 2001-2002, I have spent literally tens of thousands of dollars at Best Buy. I have purchased televisions, vcrs, dvd players, blueray players, car stereos, computers, movies, video game consoles, console games, computer games, music, Keurigs, surround sound systems, an Ipad Mini, an ASUS pad.....I could go on and on. Considering my loyalty to your company, considering that the first place I want to go whenever we travel to a city that has a Best Buy is your store, considering all the money I have spent with you guys over the years.....this situation, your inability to get my the darn RETAIL CODE FOR WILDSTAR that I have already paid for, well, it just pisses me off to no end.
I am beyond frustrated. I feel as though Best Buy has stolen my money. Could you, actually would you (because I know you can) send me the merchandise that I have already paid for, and help to restore some of my faith in Best Buy?
Thanks.
TLR----Read the whole thing. You guys (BB reps) owe me that much, at least. It won't take a fraction of 88 minutes, I assure you.

Hello SEpowell,
Purchasing a digital download should be a quick, easy and painless process -- not a trying ordeal like you described -- so your frustration is certainly understandable. I'd be upset too if I found myself waiting an extended period of time for a product key, especially if there was any confusion regarding who might be able to help me find a solution.
I've sent you some information, so please make sure to check your private messages when you have the chance to do so. As always, you can check your PMs by signing into the forum and then clicking on the letter icon in the upper right-hand corner of the page.
For future reference, customers can typically expect a moderator response within 2-3 business days (not including weekends or major holidays). Sending duplicate private messages to multiple moderators will not result in a faster turnaround time. If you are in need of immediate assistance with a digital download, please call 1-888-BEST-BUY (1-888-237-8289) and ask to speak with our Digital Library team.
Aaron|Social Media Specialist | Best Buy® Corporate
Private Message

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!!!

Preorder deposit system is broken at Best Buy

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