Re: BYE-BYE! BEST BUY

I completely understand your issues with this but I in turn just bought a computer from best buy, did not purchase the protection plan, had a broken screen 18 days after it was purchased and no one was willing to help. It had a small gash in the very side of the screen and ONE small crack in the corner. After speaking to the manager they said they would send it off for repair and we have the option of having it fixed or returned "as is" as we were out of the 15 day policy. Reluctantly we had it shipped to see what the cost would be. After waiting a week ,the price to fix the screen was more than half of the price of the computer, so we opted to NOT have it fixed as it was still usable...the touch screen feature was just not available anymore. The computer came back and it looked as though someone had thrown it around, stepped on it and put a piece of cardboard over it to ensure it would not be seen when it was picked up. When I returned home and took the cardboard off I was absolutely mortified to see the state my computer was in. I returned back to best buy to let them know this was NOT the condition they received my computer in...HOW ON EARTH can you return it to me like this. The answers I got from geek squad... the very unknowledgeable, very unfriendly, very not customer service oriented people I dealt with was...sorry... I understand but we can't guarantee what happens in transit. WHATTTTT??? Did you tape a piece of cardboard to the screen and throw it on a truck to be sent out?? Sooo...No I didn't get the protection plan, as obviously a freak accident was not forseen on my part that the screen would crack...but even if you don't have the "plan" you are pretty much out of luck. If "in transit" is not guaranteed...had I gotten the screen fixed...they couldn't guarantee transit on the way back...could I have gotten the computer back broken again after it was fixed due to no guarantee of transit?? REALLY??? I am, by no means, a rich person but it would seem that a little help in this situation could have saved a lot of disgruntled customers. The manager was not friendly. Geek squad was not friendly. And when purchasing such a big item some kind of CUSTOMER SERVICE would have been appreciated. I think a big company, such as this, should back their products and do something to KEEP their customers happy ,but in my opinion they are such a big company, they employ zombies, anyone who is not friendly or helpful, and are people who should not be in the customer service field. All in alll...You can't win with this company. My computer is an "all in one"... if I send it out am I going to get a whole different computer... if I send it out will the screen be fixed and the computer be junk because of "not guaranteeing transit"?? I believe that is a complete cop out...they should have taken better care of "their customer", "their customers item" and returned the item "as is"...as we were told.
I stand behind you in saying BYE BYE BEST BUY...as I will never purchase anything from there again!! And I assure you they have not heard the last from me!!
Best of luck to you!!

Hi toofunnee,
As a previous Geek Squad agent myself, I don’t like to hear of experiences like the one you describe. You should feel confident knowing our agents are taking every precaution possible to ensure your computer arrives back to you in the same condition we received it, so I apologize if this wasn’t the case with your new computer.
When a computer is turned in for service, we should be performing multiple tests to narrow down all issues the computer is having. One of these tests includes a physical examination of your computer so that we may know its condition at the time of check-in to ensure you receive it back from service in the same or better condition in which you turned it in under. As you agreed to send your computer out for an estimate, we should process your computer for shipping to one of our service center locations by packing your computer up with the upmost care before handing it off to UPS for delivery. The same should have occurred with your computer when shipping it back to your local store.
Clearly, something went wrong if your computer arrived in a worse condition than documented, and I’d like to help to see if we have any available options to us from here. Unfortunately, I’m unable to locate your computer’s service record using the email address provided to register on the forum, so I’ve sent you a private message to collect further information from you. You may view it by logging into the forum and clicking on the envelope in the upper right-hand corner of the page.
Thank you for posting,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

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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

Installed 10.5.3 update and bye bye

I have never had one issue with my mac ever. I installed Leopard and everything was fine, I got my first OSX update and installed it. As soon as it was done I started having problems just about any program I was in online or offline would run for a bit but slowly, then I would move the mouse or click something and there was the spinning ball of death, and then the program would crash. So then it would pop up the would u like to report box and I would say yes, and typing it would pop up another box but when I would fill out the problem and push send it would say (and I can't remember exactly) but could not send and another 2 or 3 box's would pop up. After about 4 times filling them out and sending and it saying not sent. I just hit ignore or no. Still all my programs dyeing on me I thought maybe I should reboot. So I did and my computer has been gone ever since I only get the apple and spinner but before that the world in a box followed by the finder file ? file. I have taken to the genius bar they did a bunch of stuff, to no outcome, and I bought a 500GB external hard drive and tried to boot off macbook save everything then erase and reinstall and transfer back. done every trick everyone has said to do run every fix program I have been given or have and they all say everything is fine and all my hardware is running perfectly, it just seems to be saying that there is no Osx installed to boot from and wont boot off other mac either. What has happend. And is apple gonna step up and help. Because from what I have read online this has happend to a bunch of people? HELP!

Thanks MacJack, u were close let me clarify. I went to apples genius bar twice we started with the basics like option start to boot no go, he tried a couple other things, like a control option shift delete thing that ran a test I passed. Eventualy he broke out his own personal external HD with every os on it and booted from there sorta it showd his HD and A secondary one (mine) he checked and all my stuff was still there. But he found nothing to fix he commented on how clean my computer and system was, but long line not a lot of time. With his HD disconnected nothing had changed we ran the tech tool pro test which checks every piece of harware in your computer and I passed all. We ran the test at the option start mode that is offered and it offers two test basic and extended we ran extended now this is an apple test and says right under extended if you pass you have no hardware issues and that u should call apple and ask them if they are having any issues with any of your software. Passed. So guy says I think what we should do is just leave it here I'll boot up from my HD back up all your stuff. Then erase and reinstall everything up to the software upgrade, then plug my HD back in and put all your stuff back. But he said 8 days and 150$ so I said I'll sleep ok it. He then gives me a number to a local shop here in town thats been keeping mac users going here for 23 years I think 25 something like that he says they'll do it cheaper same day. So I go there same routine and outcome but he says 65$ but no back up to external HD he says hes going to remove my HD replace with brand new install everything, then sled my old HD boot it off the now new HD and put back, this includes extra labor charges he does not know how much and the cost of whatever new HD I choose. So I say what's the 65$ for minnimum just to touch it. I ask why a new HD when every test says it's fine. He want's to guarantee his work. I decline a few days later thinking about how dumb I am for not have backing up my HD along time ago, I think I need a external HD anyway why not go buy one install mac osx 10.4 & 10.5. And then boot my own computer off my own external HD and back up, erase reinstall and transfer back. Then I have a back up of my own I should have already had. Back at the apple store talk to guy about it he says ya great Idea helps me pick out a HD and I'm off untill I get home and can't figure out how he and the other dude had there install software installed on there external HDs so I call the HD company, they say don't do that. Why? Blahh blahh blahh. What do u suggest. He says do u have another mac with osx on it ? Yes. Connect them together USB, FireWire however u want your computer will boot up from that drive connect your external HD to the other computer and back up all your stuff disconnect everything reconnect your computer erase reinstall plug in HD transfer your Gold. Whooooo hooooo! I'm elated except two days of trying and it will not boot off of anything. (except dudes) HD which HD guy says is bad news danger! And yes I have never had a single problem nor heard of a mac that just stops running, untill now I have found hundreds of people that had the same thing happen no solutions (for the ore intell macs) anyway. Just yesterday I found a blog were a whole High school who all had iMac G4s round base just like mine installed the Leopard update and bye bye for all there network. Apples gotta know if our machines are in great shape as far as hardware then installing a software update that eats your computers brain, is something they should step up and fix. At there cost.

Bye Bye DSL

After 11 years I just canceled my Verizon DSL service. Cable is significantly faster and I sense the reliability may be much better.
As a parting gesture, I wanted to list the details that led to my decision:
1. The system went down fairly frequently (or slowed, or stalled, etc).
2. Each time, Verizon help (when I could get past the automated voice) assumed it was me.
3. Each time, it was something in the Verizon system, not me.
4. Each time, I was put through the same elementary script given to off-shore service teams.
5. In the past 3 months I experienced Actiontec router difficulties. Verizon replaced the first failed router under warranty. The second router failed and I didn't have the desire to move on to a 3rd.
6. My DSL service was down 48 hours after my service call before anyone got back to me.
7. After 72 hours the problem still persisted and I had a message that the problem was likely with my home wiring. Why now? Fairly new house, DSL consistent for over 8 years…
8. I tested the system outside the house at the junction box. No Internet there either. I do not think the problem was with the inside wiring,.
9. 5 days on, still no response.
10. One week: Bye, bye DSL. When I canceled after 11 years, the agent wasn't phased. Cold as ice.
Some suggestions:
1. Please lose the the auto-voice call attendant. I know it saves you money, but it's extremely infuriating, since invariably my option is not one of those being spewed by the automated voice. A menu with push-button options is far better. (Pressing "0" incessantly helps, but it's still annoying.)
2. Yes, I realize the majority of customers are techno-bumpkins, but some are not, and it's annoying to be patronized by elementary scripts when the basics are known. For example, I know how to power down a modem, yes there are filters on the telephones, etc. Can we skip to the next level up?
3. Stop assuming the problem is always with the customer and their equipment.
4. I do not believe a call center 8,000 miles away really has an accurate picture of the local networks. Better local resources should be made available so that customers can get quicker resolution to their problems. In my case, I strongly suspect there was an incursion to some physical connection between my house and the network at-large. Who knows when that might have been fixed, and meanwhile I was paying for the service. There is no way this problem could have been detected from distant call centers.
5. Also note that some accents are very difficult to understand. On one call (India, I believe), I had to have most things repeated as the technician was talking so fast he was nearly unintelligible.
6. I live in an outlying area. I wonder if the "service" in areas such as these are marginal? If so, it might be better to market them appropriately.

I really feel for you. Verizon could really careless if you leave. I don't think any customer out there has a problem paying for FIOS when it works like they promised. I have had Cox ( which is just as bad) and also Direct TV. Direct TV has the BEST customer support out there. Even when you search on line they are rated higher than any other TV service out there. I changed to FIOS because I wanted the fiber set up.If Verizon would correct their customer service and STOP lieing to their customers to get a sale they would be number one. In this day and time customer service is more important than the product itself. Verizon should give the employees more training on that subject. When you are paying over a hundred dollars a month for a plan you expect great service. When you do have a problem and call in and try to correct it this is where the problem starts. I found out in the long run it is better to file a formal complaint with the BBB because Verizon is a member and they hate it when someone goes in that direction. It should never ever have to go that far.What Verizon should have done was a manager should have contacted you and offered a refund from the time this started or even yet offer a months free service. This is a drop in the bucket compared to what they have lost now due to the " Who cares if you leave or not" Internet, land line phones and Fios TV is a luxury and something that you don't really have to have. If you lost your job right now that would be the first thing that would go. If Verizon would take the time and start looking at it that way things would change for the better for them. Verizon already knows for a fact that for every customer you lose you also lose ten more from word of mouth. Look at Sprint. They kept cutting service and their customer service sucks. They were flying high at one time and now look at them. Hanging on by a thread. All of this was due to customer treatment.

UGHHH again, 6th time Mac fails me ..... and best buy charges me so they can "inspect it".

well the previous times 4/6 were do to manufacturing defects, the last 2 were due to the screen messing up.
now after i had this for a month, the fan makes a noise like it hits something inside and the screen leaves a purple "stain" on the screen when watching movies and playing games, it goes away after it a few hours.
but really, i went there to get it repaired and the guy said he has to charge me 60$ to look at it, and then send it to apple.
im like really, a month or two old computer and it breaks down ? and I have to pay!!! .... so im going to go complain, im going to either get my computer fixed for free or i want to return my MAC for store credit so i can purchase another laptop.... like i had it up to here with there snotty people, there attitude towards me was NOT deserved. One worker told me " well if it works fine its not worth fixing" im like ???? " seriously, i paid good money for it and i dont want ink marks on my screen when it gets "warm" "

If it is undetermined to be a software or hardware issue then they are authorized to charge a diagnostic and then refund it after they verify the warranty covers it.
Similar to how car repairs work.
Beyond that I do not know the exact $60 is except for maybe sending it out to service, but if it is under a warranty normally there isn't a charge for that.
If it is after the 14 days it is unlikely that they will be willing to do a return outside of the 14 days since they will eat the cost of the laptop. And, based on industry average gross margins they would have to sell 10+ laptops to make up for that single one they ate...
~ J
Former Geek Squad Counter Intelligence Agent.
Anything posted by me is helpful information (and my own personal opinion) and is not the opinion or view of Best Buy or Geek Squad.

What does it take to get Best Buy to do the right thing?

I brought my laptop in with a hard drive that was beginning to show problems and asked that they transfer all of the media onto a new drive and install it. I further asked that they not install any new software only keep the original software that was on the laptop. This was noted on the receipt. But because the employee charged me $200 for a years technical service including additional virus protection that he wrote on the receipt that I asked not to include. He now says I did not ask for the correct service. Do you think he sold me the wrong one? One that can't be refunded and gets him a kick back? Do you think just maybe he was expecting me to roll over and pay the additional fee to then transfer the data when I picked up the laptop?
I have already contacted two customer service representatives from corporate that have promised same day return phone calls. I have not heard back from either! Tomorrow I forward all information that I have on this case to the news and to the State Attourney's office. It is my belief at this point that Best Buy has no intention of providing customer service only in delaying, frustrating and hopefully causing those they can to give up. I will not give up, you have my computer, my hard drive, my USB back up, my software, my money and continue to deplete my valuable time. Having been a formerly good customer and owning a business that recommends technology to senior citizens it will be my pleasure to post the poor performance of the technical service, customer service and corporate response to local issues in Melbourne Florida.

Greetings TecntEz,
Parting with a computer for any length of time can be difficult, so I can imagine how frustrated you must feel. I'd be disappointed too if I found myself in a similar situation, especially if there was any confusion regarding what fees might be applicable.
Under normal circumstances, customers who request in-store hardware installation, operating system installation, and data transfer services will be quoted separate prices for each of these stand-alone services. Based on what you mentioned though, it sounds as though the staff at our Melbourne store offered to perform all three services under a new Geek Squad Tech Support (GSTS) membership as a courtesy instead -- a significant savings over purchasing them separately. GSTS plans also do not typically include data transfer or backup, and customers must pay an additional fee for these services.
That being said, I was able to locate your work order using the e-mail address you used to reigster for the forum and can confirm that instructions were left for technicians to not install the antivirus program provided with your GSTS membership. Jessica, the rep you spoke with earlier today, has reached out to the store's management team on your behalf to confirm what work was done on your computer, as well as to obtain clarification on the fees you paid earlier this week. While we cannot guarantee an immediate response, rest assured that either Jessica or I will be in touch with you as soon as additional information is available.
Thank you for your patience and understanding, as well as for taking the time to post.
Aaron|Social Media Specialist | Best Buy® Corporate
Private Message

E3 2014 Announcements and Best Buy

The Electronic Entertainment Expo, commonly referred to as E3, is happening in Los Angeles this week from June 10-12, 2014. I’m sure most of you, me included, are unable to attend the event, but are still very interested in staying up-to-date with all of the news and announcements happening throughout the week. To help you stay in the loop with all things E3 and how they relate to Best Buy, I’m going to be doing everything I can to keep this post updated with announcements as they happen and let you know when any newly announced games are available for pre-order at Best Buy.
Tell your friends, bookmark this post, and be sure to keep checking back throughout the week for updates, to ask questions, interact with our gaming community and discuss what you’re excited about!
Announcements from the Xbox Press Conference
They began by talking about previously announced games still to come in 2014, revealing some release dates for these games as well, followed up with some newly announced titles. See the titles they talked about below. If you don't see pre-order links for certain titles just yet, stay tuned! We'll be working to get them listed as quickly as possible.
Call of Duty: Advanced Warfare
My Best Buy members get $10 in reward certificates when they pre-order and purchase Call of Duty: Advanced Warfare. Learn more
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Available 11/4/14
Forza Horizon 2
Plunge into the fast-paced world of open-road racing with Forza Horizon 2 as you take the wheel of a variety of the greatest cars ever made. Get behind the wheel of more than 200 vehicles, including extreme off-roaders, modern supercars, classic muscle and more, all with authentic interiors and full cockpit views. Compete in races, seek out hidden treasures or unlock exciting bucket list challenges with versatile gameplay.
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Available 9/30/14
Evolve
In a savage world of man vs. nature, are you the hunter or the hunted? The creators of Left 4 Dead, Turtle Rock Studios, bring you Evolve, the next-generation of multiplayer shooters where four hunters face off against a single, player-controlled monster. Stalk your prey, execute your attack and prove you are the apex predator in adrenaline-pumping 4V1 matches.
My Best Buy members get $10 in reward certificates when they pre-order and purchase Evolve. Learn more
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order to receive The Monster Expansion Pack Pre-Order Bonus
Pre-order now here
Coming Fall 2014
Sunset Overdrive
Dive into the open-world shooter of Sunset Overdrive, and prove that you've got what it takes to survive catastrophe. With a knack for traversing the ruined city with hyper agility, it's a simple matter to survive postapocalyptic conditions. When it comes to the mutants, not only are you escaping their transformation, but you've found your true calling — mutant destroyer. A fully loaded arsenal of overpowered weapons back you up and make it totally clear that the end of days is just the beginning for you.
My Best Buy members get $10 in reward certificates when they pre-order and purchase Sunset Overdrive. Learn more
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order to receive a can koozie as well as the Fisco Bot outfit and AK-FOFF fun, only at Best Buy
Pre-order now here
Available 10/28/14
Halo: The Master Chief Collection
The iconic helmet and armor. The legendary story. The heart-racing combat. Halo has defined a generation of action-packed gaming and online multiplayer gameplay for more than a decade. Now, you can re-experience the thrills, adrenaline and immersive storylines of the Halo franchise, remastered and revamped for the Xbox One. With The Master Chief Collection, you'll not only receive stunning visuals, white-knuckle adventures and deep, rich storylines, you'll have a chance to honor the iconic hero who has been central to so many of your gaming conquests.
Includes Halo: CE Anniversary, Halo 2: Anniversary, Halo 3 and Halo 4 for Xbox One along with the Halo: Nightfall digital series
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order to receive a multiplayer map guide and in-game Grunt Funeral Skull, only at Best Buy
Pre-order now here
Available 11/11/14
Halo 5: Guardians
My Best Buy members get $10 in reward certificates when they pre-order and purchase Halo 5: Guardians. Learn more
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
ScaleBound
Set off for an epic adventure in the latest creation of renown game director Hideki Kamiya, Scalebound. Journey to a hostile, far-off world full of danger and excitement. Face a horrific assortment of strange, powerful creatures. Preserve the future by developing a bond with a towering dragon. The fate of two worlds lies in your hands — can you rise to the challenge?
My Best Buy Gamers Club Unlocked members get 20% off.Learn more
Pre-order now here.
Crackdown
Return to the action-packed gameplay of Crackdown with an all-new experience developed by the game's original creator, Dave Jones, as you get your hands dirty and run out the crime-crazed mutants of Pacific City. Take the fight upward with amazing verticality, and lay waste to the freakish menace with brutal mayhem and mind-blowing levels of destruction in co-operative gameplay. Take to the overrun streets with friends in Campaign mode, or go head-to-head in competition on Xbox Live. Brace yourself — these mutants are about to get even uglier.
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Rise of the Tomb Raider
Join Lara Croft on her next adventure in Rise of the Tomb Raider as she harnesses all of her survival skills on the quest to embrace her fate as a Tomb Raider — and make it out alive. Explore the vastness of a strikingly beautiful environment where lethal threats lurk around every corner. Take your abilities to the limits as you enter the ominous darkness of tombs and fight for survival. Experience the heart-pounding thrill of action like never before with the Foundation engine, and greet a dynamic cast composed of new faces rendered in amazing clarity. Immerse yourself in Lara's world with an intense performance delivered by Camilla Luddington in a mind-blowing story that reveals the character's deepest turmoil and motivations, created by a writing team led by award-winning author Rhianna Pratchett.
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Project Spark
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Phantom Dust
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Disney Fantasia: Music Evolved
Available 10/21/14
Announcements from the EA Press Conference
EA also went through some previously announced titles along with showing footage of new titles. See the titles EA talked about below. If you don't see pre-order links for certain titles just yet, stay tuned! We'll be working to get them listed as quickly as possible.
Dragon Age: Inquisition
Dark times have come to Thedas — monstrous dragons cast ominous shadows from above while chaos erupts all around you. What was once a land of peace and happiness is now ripped apart by conflict as the Mages wage bloody battle against their oppressors, the Templars. Someone must restore order to Thedas and put an end to those who seek to destroy the land. It's time to lead the Inquisition — a band of legendary heroes and the only hope of Thedas — and wage a war to end this reign of terror.
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order to receive the Dragon Age Inquisition Weapons Arsenal Pre-Order Bonus
Pre-order now here
Available 10/7/14
The Sims 4
In The Sims 3, you got the opportunity to throw open the doors and explore the neighborhood — well in The Sims 4, it's time to look within the mind, body and heart of your Sims for an amazingly rich and incredibly lifelike story that you won't forget. The beauty of The Sims is that it simulates life and hands the controls over to you, but what is life without emotion? For the first time, your Sims feel and express emotions with a diverse range and depth that can be influenced by other Sims, actions, memories or even the clothing and objects you choose. What could be more true to life than that?
My Best Buy members get $10 in reward certificates when they pre-order and purchase Sims 4. Learn more
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Available 9/2/14
EA Sports UFC
Fans of MMA fighting know that no other sport in the world matches the intensity that can be found in this arena. It takes more guts and skill than most people have to be a UFC fighter — but EA Sports UFC gives the rest of the world a chance by bringing the fight to your PlayStation 4 powered by EA Sports Ignite technology. EA Sports UFC takes the action, emotion and intensity that can only be found inside the Octagon and combines it with the amazing abilities of this next-generation console for an adrenaline-pumping, heart-pounding, guts-or-glory kind of experience that you won't soon forget. Are you ready to feel the fight?
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order to receive the EA Sports UFC Bruce Lee Pre-Order Bonus
Purchase now here
Available 6/17/14
NHL 15
Return to the rink with NHL 15, the latest installment in the series known for intense hockey action. Experience the thrill of the game with 12-Player NHL Collision Physics that provide hard-hitting collisions and player pile-ups. Test your skills in authentic playing conditions with Real Puck Physics that create realistic ice surfaces and puck motion to duplicate the unpredictable spins, rolls and bounces seen in nonstop NHL action. Enjoy the look and feel of a real game with the Next-Generation Hockey Player, modeled on authentic player and equipment models to deliver unprecedented player likenesses, emotions and animations.
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Available 9/9/14
Madden NFL 15
Madden NFL 15 delivers everything you need to own your rivals on both sides of the field, including the most immersive defensive gameplay in franchise history. With all-new player-lock camera angles, pass rush tools, open-field tackling mechanics and smarter AI, you've never been more armed to take control of the defense and challenge the best offenses in the game. Madden NFL 15 introduces a revolutionary crowd-sourced play-calling system with three distinct ways to run offense and defense: coach suggestions, Madden community picks and concept plays providing a strategic edge to take on all rivals.
My Best Buy members get $10 in reward certificates when they pre-order and purchase Madden NFL 15. Learn more
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Available 8/26/14
FIFA 15
Battle the world's best players and witness their expressions of intensity, celebration and defeat detailed in lifelike accuracy with Emotional Intelligence modeling. Contend with the conditions of the pitch and realistic interactions between players, the ball and their environment with Physically Correct Contacts that re-create dribbles, touches, passes, shots and deflections in relation to the position of the body part or object with which they connect. Plunge into the physicality of head-to-head competition with intense Man-to-Man Battles that test your skills and endurance and establish dominance with Full-Body Defending.
My Best Buy members get $10 in reward certificates when they pre-order and purchase FIFA 15.Learn more
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Battlefield Hardline
Brought to you from the studio that created Dead Space, Battlefield Hardline's innovative and dramatic single-player storyline plunges you into the role of Nick Mendoza, a young detective who is determined to exact revenge against once-trusted partners on the force. Then, engage in intense multiplayer action for up to 64 players that features the strategic team play, variety and immersion of Battlefield, set in an all-new playground with cops-and-criminals-inspired gameplay — hunt criminals, save hostages, raid vaults and more.
My Best Buy members get $10 in reward certificates when they pre-order and purchase Battlefield Hardline.Learn more
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Available 10/21/14
Mass Effect 4
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
EA Sports PGA Tour
Available Spring 2015
Star Wars Battlefront
Mirror's Edge 2
Announcements from the Ubisoft Press Conference
See the titles Ubisoft talked about below. If you don't see pre-order links for certain titles just yet, stay tuned! We'll be working to get them listed as quickly as possible.
Far Cry 4
Journey deep into the Himalayas to Kyrat, a breathtaking, perilous and wild region. Explore an expansive open world where anything can happen and danger hovers all around you. Receive a Limited Edition upgrade with pre-order, which includes Hurk's Redemption with three single-player missions that put you on the hunt for a rare artifact, plus a devastating Impaler harpoon gun. Will you rise to the challenge and set Kyrat on the path to freedom?
My Best Buy members get $10 in reward certificates when they pre-order and purchase Far Cry 4. Learn more
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order to receive The Butcher's Machete, only at Best Buy
Pre-order now here
Available 11/18/14
Tom Clancy’s The Division
Dive into the frighteningly chaotic and devastated New York City as an agent of The Division, working to restore order. Call upon your skills, weapons and wits as you play in this persistent, dynamic environment that combines the Tom Clancy series' core authenticity and tactical decisions, RPG action, trading and much more. Join your skills with your friends' as you create a team of agents called upon to investigate the source of the virus and engage all threats, even if it means taking down your own citizens.
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Available 2015
The Crew
Put the pedal to the metal and get behind the wheel in The Crew, a next-gen racing adventure that allows you to explore the U.S. in its entirety, from coast to coast. Build your crew of four through companionship or rivalrous adversity, and then embark on your quest to improve your rep in the underground-racing world and infiltrate and ultimately overtake the 510s, a gang grown around Detroit's street-racing scene.
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now here
Available 11/11/14
Assassin's Creed Unity
My Best Buy members get $10 in reward certificates when they pre-order and purchase Assassin's Creed Unity. Learn more
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order to receive chances to win prizes with the Spin to Win game, the Chemical Revolution and a Best Buy exclusive Over Under pistol.
Pre-order now here
Pre-order the Collector's Edition here
Available 10/28/14
Just Dance 2015
Head to the dance floor as you take your performances to a whole new level in the latest installment of the popular Just Dance franchise, Just Dance 2015. Get everyone moving with the latest jams from Pharrell Williams, Ellie Goulding, Calvin Harris, John Newman and more, and take a trip down memory lane with classics by Bonnie Tyler and Run DMC & Aerosmith.
My Best Buy Gamers Club Unlocked members get 20% off.Learn more
Pre-order now here
Tom Clancy's Rainbow Six Siege
Return to the heart-pounding shooter action of the Tom Clancy's Rainbow Six franchise with Tom Clancy's Rainbow Six Siege, an all-new installment that takes you deep inside the thrilling and dangerous world of a global counter-terrorist operative as you fight to make the world a safer place. Jump into action as you engage in fast-moving, close-quarters combat, carry out intense coordinated assaults, execute sharply tuned strategies and of course, blow away anything that stands in your way with explosive demolitions skills.
My Best Buy Gamers Club Unlocked members get 20% off. Learn more
Pre-order now

Is there anyway you can try to get more images/videos for the Battlefield Hardline? Personally I found BF4 a disappointment from BF3 so I am still 50/50 on even ordering this one.
Any news for PC GTA V yet?
I am not affiliated with Best Buy nor have I ever been employed by Best Buy. All of my thoughts and posts are of my own opinion and personal experience.
I may not always know the right answer, but I will always tell you what I do know. I also do free computer analysis and consultation via private message.

Best Buy is a joke.

I just went to go pick up my droid x at the time they told me to... waited 30 minutes before someone would assist me. then they tell me I can't upgrade my phone because I am not elligible (when I clearly am because of the droid x early upgrade).
So 15 minutes later a manager comes, says she knows what to do... another half hour passes.. shes calling 1-888-BESTBUY... ARE YOU KIDDING ME... so 1-888-BESTBUY is backed up for 45 minutes so they will call back then..
long story short, after being there for an hour and a half, I have to go back there at 4pm and try again.. who knows if theyll be able to this time.... UGH
PS: sorry just venting..
Solved!
Go to Solution.

Well, we would make a lot less by selling it full price than if we sold with a contract renewal. So, it is safe to say that your store wants you to qualify for the upgrade just as much as you do.
The way the upgrade process works in our system is completely one way. Either Verizon says your line is eligible or not. It was my understanding that this early upgrade promotion should have been reflected in their system which would make it eligible for when we try to process the upgrade.
In any event, keep working with your store; they should be able to find a resolution as it is in their best interest as well.
Jacob|Web Planner | Best Buy® Corporate

Best Buy Damaged Tv

I recieved a Samsung 50 inch tv from my mother and father for christmas. The box was unopened and untouched until me and my husband moved into our new place in March. When we opened the box the tv screen was cracked under the styroform. No damage to the outside of the box, or inside but somehow it was cracked. When we took it to the bestbuy store in Simi Valley CA, they at first said no problem we will return it for you. Waited 20 minutes and then was told that no it had to be shipped to the manufacturer. Which was fine. Another 20 minutes later and they took 35$ from us for shipping and then we left the tv with them. 3 hours later they call up and say, oh no actually we can't ship the tv out its too big, and in fact you have to come pick it up TONIGHT BEFORE CLOSING. The actual nerve of them to say that is a complete joke. So we had to come back before closing and pick the tv up. The one that THEY delivered damage and now will do nothing about. The manufacturer wont do anything either because its cracked and it was delievered cracked. So now we are out 600$ and I feel terrible my parents spent that amount of money to be completely wasted. Someone please tell me how you can have damaged goods delievered and not be held responsible. The customer service at Bestbuy is appaling and my family and I will not be buying anything from there again.

Hello kklein23,
I can imagine little that would be more frustrating than receiving such a fabulous gift as a big, new TV only to find upon unpacking it that it was damaged. It is regrettable that your visit to the Simi Valley store did not result in the action you expected and, instead, added more aggravation to the situation. I apologize for your having to endure such an experience.
Our friends jxs2 and autotech796 are largely correct in their conclusions: our Return & Exchange Promise allows for the return of a product, defective or otherwise, only within 15 days of the date of purchase (30 days for My Best Buy Elite members and 45 days for Elite Plus members). Outside of that time frame, Best Buy is unable to offer a return or exchange. With that said, I'd like to look into your particular situation in more depth, but will need more information to begin. Please watch for a private message from me with that request. To check your forum inbox, ensure that you have signed in with your user name and password, then click on the envelope icon in the upper right of this page.
I look forward to working with you and I am grateful that you took the time to write to us with your concerns.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Geek Squad Warranty is terrible!!!

Not usually a social media poster, but when I searched this topic and found I was not alone, had to vent. As previously mentioned in other posts, it seems that there is a general trend for BB GS warranty service to have a major DISCONNECT between their phone operators/technicians/customer service people and the actual technicians that are sent out to do the repairs, and the subsequent repair of their TV's.
It has been 23 days since I first contacted GS and I have had two home visits from GS and will have 3 different sets of parts ordered by the time they return next weekend!
Some history- I too have bought most of my bigger electronics from BB mainly for lack of serious competition where I live (mainly only Sears). I have bought at least 5 TV's from 32"-55" from them in the last 5 years, and this is the second large TV that has gone out on me within 2.5 years! The first one was a Samsung 47" LED that was 6 mos post warranty and basically the amount that they were going to charge to repair was something crazy! Thus, thinking that it was just the brand, I did my research and settled on a Panasonic Plasma rather than pay for an expensive repair.
Fast forward to 23 days ago. TV fails to turn on, notice power button blinks 8 times. Google search the problem, call GS. This time I did buy the extended warranty, but the tv is still under the manufacturer warranty. Talk to a tech he says no problem, will order parts for you and set up a home repair for after the parts arrive. I get no tracking # from UPS only when it should arrive. Arrival day comes and no parts! Repair is scheduled for the next day! Call GS, (who by the way is NOT 24/7 for repairs, only for tech support) and they say that the parts are delayed so will reschedule the repair appt. Parts arrive 3 days later and next day tech comes and finds out we need different parts! He tells my wife, I'll be back a week from now. No tracking for parts, so figure maybe the tech will bring it with him. Day that the tech said he will be back (a week after his first visit, as per his statement), we get no phone call or visit from the tech. Call GS that night, but of course have to trick the answering system to talk to a LIVE person, a salesperson, that is, and they say I have to call back tomorrow. Talk to them the next day only to find out the parts will arrive the next day and the tech will visit Saturday(yesterday). Tech comes and finds out he needs ANOTHER part! WTH!!! Tells my son, who stayed home to answer the door, that we will be back next week! Call GS and talk to a tech who tells me about the 30 day window or that they will replace the TV. He tells me that he is pretty sure that after the next visit that the tv will work! He also goes on to tell me that if it was him, he would have known what parts to order the FIRST time! He goes on to tell me that there is nothing that he can do since he works from home and that if I have further issues it be best to call corporate HQ and complain! TOTALLY UNACCEPTABLE!!! In all fairness to the telephone support people, they have all been overly nice and apologetic, but "so sorry" only goes so far. Why can't my local BB GS get on the same page with the techs that troubleshoot over the phone? Best thing to do is never buy from you clowns again! Hope Sears doesn't shut down all their stores here!

Hello beyondpeeved-
I can certainly understand your frustration, no one likes to be without the service of a major electronic product like a TV, but it’s especially annoying when you are faced with delays as well due to parts, etc.
I absolutely apologize for all the delays that you have gone through up to this point and what appears to be a lack of communication on our part regarding the progress of that repair. I’d like to look further into this for you, but I could not find any customer information for you with the email address on your forum profile.
If you could send me a Private Message with your full name, phone number and email address that I might locate a customer profile under, I would appreciate it. If you could also include any work order numbers that you might, that would help as well. You can send me a Private Message by logging into the forum and clicking on the button across from my name on this post.
I look forward to hearing back from you,
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

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

Best Buy should be ashamed of their lack of customer service.

On Saturday, 7-26-14, I attempted to file a claim on a cell phone warranty. In store I was notified that the policy was inactive, yet a second phone that was attached to the account was all active. I researched the cause of this and found my credit card was cancelled due to my bank discovering possible fraud. My wife called customer service in May, and after dealing with rude representatives, she was able to get both phone insurance policies reinstated.
When I called customer service today, after being hung up on twice, I was told that the policies were reinstated, but my wife failed to update the credit card information. I thought the error was on our part. My wife was able to find another email from Best Buy, that proved she updated the information. Conveniently however, Best Buy supervisor Mark was unable to find this proof email, but could find the earlier email. I find this highly unlikely.
Mark did reluctantly reinstate the policy, and told me I would have to go back to store to follow through with the claim. I notified Mark that due to the incompetence of Best Buy, and their insistence that I was the one that failed to update my policy, I threw the paperweight of a phone away. He then told me that I was out of luck, but referred me back to the store.
I understand the concept of "passing the buck" back to the store because that allows him to get off the phone with me. He also told me that my bank was the problem, yet I find it odd that the second phone on the account was current on payments. He also could not explain why, if it was my bank's fault, that no email was sent. Best Buy was quick to send an email when my credit card was cancelled due to fraud protection, but not this time?
Best Buy customer service gives people the run around, fails to live up to their obligations, and loses certain emails that show the costumer is correct. Best Buy also refuses to make their mistakes right or to even admit mistake on their behalf. I was told by Mark that he is in charge of the Customer service call center, so I obviously will not receive a reasonable resolution to this problem.
Best Buy has the absolute worst costumer service that I have ever dealt with. I will never conduct business with Best Buy again and I'll encourage every person that I come in contact with to do the same.

Hello molonlabe-
I’ve been fortunate enough to not have to need service on my cell phones to this point (knock on wood), but if I ever do, I hope that my experience doesn’t match yours. It certainly sounds like it was frustrating.
Generally, if we are unable to collect payment on a monthly Geek Squad Protection plan three months in a row, we should be sending out an email to whichever address we have on file instructing you to contact us about this issue. I’m sorry that this did not happen.
Usually, the email letting your know that your credit card information has been updated in an automated system email and Mark would not have visibility to that, though he should have been able to see when your wife called in and had the plans reinstated. I will definitely be documenting this feedback for training opportunities.
If you no longer have the phone, we would be unable to assist you, however, if the plans have been reinstated, you may still end up being charged each month if you did not have Mark cancel the plan. If you did not cancel that plan, I would recommend contacting us at 1-888-237-8289 for assistance with cancelling this to avoid any future issues.
Thanks for connecting with us; I do hope that at some point in the future, you will allow us another opportunity to earn your business.
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Delivery - OPTIMA - YUK

My Experience:
5/31/14-bought dishwasher, delivery & set up, scheduled for 6/1/14. Told phone call would come the night prior with a 2 hr. window. Did receive email saying delivery was set.
6/9/14-received 2nd email confirming delivery would come 6/10/14, no phone call.
6/10/14-called Best Buy - couldn't find the delivery scheduled, on the phone for 1 1/2 hrs., then told by the Clerk, it wasn't Best Buys problem, Optima (delivery company) did not pick it up, wouldn't be delivered, I needed to call Optima and complain to them.
6/10/14-called Optima- said they couldn't help it, they didn't have a tech for my area, wouldn't get delivered, but someone from Optima would call me back to resolve, phone call never came.
6/10/14-Called Best Buy back, talked w/associate, he called Optima, returned my phone call, said he was working on it, I would be called back between 4-6pm, call came @ 730pm. Sorry no delivery today. He would work on it @ 800am on 6/11/14
6/11/14-Called Best Buy @ 1215pm, no call had come to me. I was told the assc. working the problem would call me back, he did @ 1245pm, couldn't resolve my issue, he's still working on it, but, no delivery today. Will let me know when it can be delivered.
Took the day off work for delivery, spent approx. 5 hrs on the phone with various people, washed dishes 3 times as I have a large gathering scheduled for the weekend. This was all explained to several people to no avail, again, sorry, can't do anything about it.
Spoiler (Highlight to read)
DEFINITLY TIME TO RETHINK YOUR DELIVERY CONTRACT WITH "OPTIMA"

Hi barbella58,
Wow, this is certainly way more contacts than necessary when making an appliance purchase with Best Buy! While I definitely thank you for making your purchase with us, I sincerely apologize for any delay you’ve experienced with the delivery and setup of your dishwasher. Rearranging your schedule due to an installation appointment can often be difficult, and I further apologize if you made arrangements, only for your appointment to not occur.
I reached out to Optima on your behalf, and spoke with one of their representatives. They spoke to the previous details about not having a technician in your area, and it sounds like this is the main reason for the delay. Your installation and delivery order is in the hands of Optima’s escalations team, and they generally have a 24-48 hour turnaround time for a response. I was advised that they would be reaching out to you once a proper technician is lined-up to perform the services.
Please let me know if you don’t hear from Optima, and I’ll happily assist further. Thank you for registering on the forums and sharing your concerns with us, and don’t hesitate to let me know if you need further assistance.
Sincerely,
Brian|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Price Matching Fiasco

I wanted to let you know of the horrendous customer service I have just recently experienced trying to get a video game price matched. It should be a rather simple thing to take care of, and yet Best Buy wasted about two hours of my time today.
Today I drove to your West LA Best Buy location to pick up a copy of NBA 2K15 for Xbox One. Since Walmart is running a sale on this exact item for $29.96, I brought the printout to the store. I show it to the salesperson, they go back and talk to other people, then she comes back and says "I'm sorry, this is out of stock at Walmart so we cannot price match it." I told her I just looked recently and it was in stock, and I asked her if she checked both online and in-store options and she said "yes, it's out of stock both in-store and online." As my phone did not have good reception in the store, I could not verify for myself.
As I was back in the car driving, when I had better service so I pulled up the Walmart site on my phone and navigated to the listing. While their site said you cannot order through Walmart's mobile site, you can through the normal Walmart.com site. As soon as I brought up the regular non-mobile page, there the game was, in stock. The Best Buy representative must have either straight up lied to me, or checked on a phone and didn't really investigate it. In any case she did lie to me regardless, since I asked her if she checked if it was in-stock in-store and she said yes. This is completely unacceptable, and it was a waste of my time, gas, and patience. On a side note, this is not the first issue I have had recently with this Best Buy location.
My issues didn’t stop there. I then had to resort to calling the Best Buy hotline to try and price match. The representative was very nice, checked the item on Walmart’s website, saw it was in stock, and was trying to get the price match to go through, but was having issues. I was on the phone for almost 30 minutes, still waiting for her to put it through, and then it got disconnected. When I called back and got a representative, she too was very nice, and apologized for me getting dropped, saying that other customers have had issues today as well with getting dropped. She said she saw that the last rep was trying to price match the game. She goes and looks up the game on Walmart’s site, and she says she can’t price match because the item is not in stock. I tell her it was when I spoke to the last rep, it was in stock, and I was just calling back to complete it. I’m already 15 minutes into this new call now. I ask to speak to a supervisor. I wait, and wait. About 15 minutes later, she gets a hold of a supervisor who she is speaking with over chat, and the supervisor gives her permission to put the price match through. This ends up taking quite a while longer, supposedly due to new systems being implemented. All in all, that second call ended up taking just under 50 minutes. So on the phone today, Best Buy wasted an hour and 20 minutes of my time. Then you add another 30 minutes or so for the drive to and from the West LA Best Buy store.
This whole situation today is completely unacceptable, and really isn’t a good reflection of the customer service Best Buy gives. This is even more troubling considering I am a loyal Elite member. Best Buy makes it seem like they value their customers, especially their Elite and Elite Plus members, but with the recent customer service issues I have experienced, it seems that isn’t the case.
I would very much like to know what will be done so that the West LA store has representatives who know what they are doing, and also what Best Buy will do for me for the frustration they have caused and the time they have wasted.
Thank you very much for your time and understanding in the matter.

John-BBY wrote:
Hello FlyBri,
Best Buy's Price Match Guarantee is a great way to ensure that you get the best possible price on exciting products and still have the benefits of purchasing through us. I was delighted to read that you were successful at taking advantage of it, though I regret that you had to invest such persistence in achieving your goal.
In truth, our stores will price match their local brick-and-mortar competitors on the condition that our requirements are met (i.e., the competitor must be in stock). Our store representative rightly informed you that we could not match our competitor's price if they had verified that their local store was out of stock. That being said, and as I previously mentioned, I was happy to read that your perseverance was rewarded via BestBuy.com.
I'm very grateful that you wrote to us about your experience and for your feedback.
Sincerely,
Hi John,
I appreciate the response, but I believe you unfortunately misunderstood the situation and what had happened. The Best Buy reps at the store DID NOT correctly verify that the item was out of stock.
A local Walmart store did have it in stock, as did ordering it through Wallmart.com. The representatives checked on a cell phone, which goes to Walmart's "mobile.walmart.com" website. The item was not available for sale through that specific mobile version of the site, but it does say that it is available on their main Walmart.com site. In addition, when on the main site, a check of the stock of a local Walmart store showed that there were copies available. So obviously the Best Buy representatives did not rightly inform me because they did not check the way they should have.
I also believe you are mistaken regarding the Best Buy Price Match Guarantee. Even if a local Walmart store was out of stock, if the Walmart.com website does have stock of the same item I am trying to purchase from Best Buy, Best Buy must price match it. To quote a portion of Best Buy's Price Match Guarantee language from the BestBuy.com website, "At the time of sale, we price match all local retail competitors (including their online prices). It says nothing about the stock having to specifically be in the local stores only. It's a moot point though, as at the time there was stock in a local store.
So the Best Buy reps at the West LA store did not do their job properly as you mistakenly thought they did. And because of this, I had to waste valuable time and energy to get a simple pricematch done. The problem is that this is not the only incident I have had to deal with in the last few months (and the second I have had to deal with in that specific location), and is especially disconcerting for being an Elite member as well. I am hoping the employees at that location can be better trained, in addition to taking care of the software issues plaguing the phone reps, so thtat they can put through a simple price match quickly, without it taking an hour and a half.

Best buy lost my mail order package

Oct. 30 I place an order of 3x canon flashes. UPS showes it was deliverd on Nov 3. I never recieved the package when I got home from work that day. Call Best Buy on Nov. 4 at 9am to see wheres my package. Best Buy rep. then told me that it'll take 5 to 8 days for investigation and someone will be contacting me within 72 hours. 72 hours has past and I contacted Best Buy again. They told me the case was being transfer to the lost and late department and had no other info. I then waited another couple days and still no call. I again had to contact Best Buy for the 3rd time. This time they told me sorry for not getting in touch with me but they have now started the investigation..It took them a week to start this investigation. I was told this will take another 5 to 8 business days for an answer. Nov. 12 still no call from Best Buy. So I again had to contact them. Was told it's still under investigation and I will get a answer in a week. Nov. 20 still no call. contacted Best Buy again and was on hold for 30 mins to get and answer that she will call me back in 30mins because of system being down. I'm writing this while I'm wating for them to call me back. Hopefully I'll get a straight answer this time as to wheres my package and how Best Buy is going to resolve this.
I'm just loosing my patients with Best Buy Customer Service.
Will keep this thread updated!!!
I don't know why am I getting the run around like a fool, buts that's whats happening.
Case was push back a week for no reason.
No phone calls
No Emails
No merchandise
No nothing.
Worst customer service I had ever dealt with. Sad this is coming from a big box store..

Hello steven838,
I was very disappointed to read of your numerous unfulfilling encounters in trying to resolve the delivery failure you experienced. Seventeen days would be a strain on anyone's patience and I apologize for your having to cope with this. We strive to provide superior service and I very much regret that we didn't live up to that aspiration for you.
I'm was gratified to read that your order is being reshipped, but disheartened that this experience may influence your future online shopping destination. It is my hope that you will one day give BestBuy.com another chance to win you over.
Please know that I'm very grateful that you took the time to write to us.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Re: BYE-BYE! BEST BUY

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