Where do I file a complaint about attempting to procure a replacemen​t phone?

Question

I was put through the wringer over the last few days trying to procure a replacement phone.
I purchased 4 each 4s Iphones approximately 2 years ago and also purchased geek squad warrenties for each.
1) Best Buy sent me home to do it myself.  They no longer take care of replacing phones at the store.
2) At home, I had trouble finding my account on line.  My account was not entered correctly under my wifes name and phone number as listed on the warrenty reciept.  It turns out, my name, not hers, was entered for the account, and furthermore, it was my sons phone however my son's phone was entered incorrectly (two digets switched)
3) After an hour of being on hold, being dropped twice, and having trouble hearing through horrible phone connections with customer service, telling my story over and over, with help, I made it to the screen that requested my phones IMEI.  It didn't work.  More calls, more story telling, and more sketchy service determines that my phone's IMEI number was entered incorrectly in the database.  It was missing the last number.
4) I then make it to the Verizon page and my information won't take.  I get locked out after 3 trys.  The geek squad service rep is trying to tell me to input the phone number that I needed replaced.  Wrong.  It needs to be my billing phone number.  She's locked out too.  So, se tells me she'll push it through and I can call a geek number when I recieve my phone, and they will manually activate it.
5) My phone arrives.  More story telling, transfers, dropped connections, bad static peanuts music, and I finally reach a person who seems to know how to help me.  But he can't.  My bill is past due.  My son purchased a phone, and my automatic payment didn't cover it.  He can't help me.  He recommends that I call verizon directly.
6) I call verizon.  They can't help me becuase Best buy sent me a "non verizon" phone.  It's not on their list.  "This happens some times with Best Buy"  Bring it to a store, talk to a manager, tell them the problem, and they should pull another phone off the shelf, a verizon phone, and activate it for me.
7) I go to Best Buy, second time.  I'm actually going to upgrade three phones, but I need this one preplaced so I can recieve the 100 bucks.  I talked the manager.  He won't help.  He says there is nothing he can do.  I left, went to a verizon store, and ordered three new Iphones.
8)  I get home and try again to activate my replacement phone.  I am dropped twice while on hold.  On the third call, a service rep that seems to know what he's doing calls verizon.  Verizon won't activate it.  The customer rep tells me to go back to the store again, talk to the manager, and tell him to verify the imei number, verify the phone is a best buy phone, call verizon, and get my phone activated, and if he doesn't, then get the managers name, store number, and best buy will begin an investigation.
9) So I visit the bust buy store again.  The third time.  I talk to the manager.  He has no clue.  He calls over a sales rep to take care of it.  The sales rep has no problems.   He activates the phone.  Why didn't he do this the first time. 
Over the years I have purchased many items from Best Buy, -several tv's, home and car stereos, phones, ipods, and various electronics.  Database input was horrible, -made it impossible for me to accomplish procuring the phone by myself on line.  Your phone connections with the geek sqaud were horrible.  Most of the geeks squad didn't know how to handle my problem and kept transferring me, and dropping me.  The manager at the store didn't care, had to threaten him with an investigation.  I spent 3 neights and at least 6 hours on my computer and phone dealing with the geek squad, and had to make three trips to the Best buy store.  It's not right.  I would like to file a complaint.

Answer 1

Hello fiasco5-
Well, after reading through your post, your user name makes a lot more sense now.  The amount of hassles that you went through just to get your phone replaced through our Geek Squad Protection (GSP) plan is astounding and I applaud your patience in sticking with the process.
While we certainly offer the option for the customer to process their exchange by shipping their replacement phone from and to their home, the stores should not be telling you that this is your only option.  They are also capable of still helping your process these express replacements and in your case, it sounds as though their help would have been invaluable in avoiding many of the issues your experienced.  I absolutely apologize for the frustrations and amount of time you personally had to take to get this resolved.  I’m glad to hear that ultimately we did get the phone activated and ready for your use.
I’d like to make sure that we get the right store connected with this incident so that this can be reviewed by the store’s upper management, so I’m going to send you a private message to collect those details.  You can check your private messages by logging into the forum and clicking on the envelope in the upper right hand corner.
Look for that message soon!
Bill|Senior Social Media Specialist | Best Buy® Corporate
 Private Message