Best Buy & Geek Squad Policies

[ifpenguinsfly]

Hey everyone,

I've shopped at best buy for a long time and this is the first time I've experienced such awful customer service.

The problem began on September 6, 2010 when my father tried to use two $25 T-mobile prepaid phone cards purchased from Best Buy to refill his account. When he called in to a T-mobile representative to enter his code, they told him that the numbers on the card had to activated through another number. After calling that number, he was prompted with an automated voice message to enter his code which after he did so, told him the numbers were not activated. 

Immediately afterwards he drove 10 miles to the Colma Best Buy hoping that they can provide him with a solution to this problem.

Upon arrival to the store he waited around 10 minutes in line before he could be helped. After politely explaining the situation and present the original receipt to the Customer Solutions Rep she immediately claimed that there is absolutely nothing Best Buy can do for him and in turn impatiently questioned why he waited so long to use the card. He explained that he shopped at Best  Buy often and last November there was a 10% discount on items so he decided to stock up on cards. Additionally, he informed her that during the purchase of the cards, he specifically asked when he could use the cards, in which the rep stated, "You can use the card anytime". At that point the customer solutions rep left and sent the Media Services Manager Alan in her place. He then again hammered that Best Buy can do nothing and that they were "not liable for the products because they just sell the stuff". Furthermore, he told my father that the card was expired because it wasn't used in 90 days and when asked why my father was not informed at purchased, he said "Best Buy is not obligated to disclose such information." My father was completely baffled at the statement. Alan then attempted to redirect him to the San Bruno Best Buy because they provided T-mobile services but there was no guarantee of anything being resolved. He was reluctant when asked to help call the other store to check whether or not this issue could be resolved since my father nearing 50 did not want to drive so far to be disappointed. He also asked the manager Alan to help contact the company that may be able to help, which he was again reluctant to do explaining more may be resolved if my father called. He did, however, search on Google to help find the number of the company. He then suggested my father call 1-888-BestBuy, but refusing to do so himself stating that only customers can call that number. My father promptly called the number and was redirected to media services where a friendly rep told him that the consumer solutions department was closed and that after contacting the colma best buy media manager he has noted the problem and to call back tomorrow  to have the issue resolved. He thanked the rep and the manager for their time and left the store.

The next day, I was asked to call for him since he had to goto work. My calls began at 4:00PM PDT. When I called the 1-888-BESTBUY number I was asked where I wanted to be redirected and I told the person Consumer Solutions because of my prepaid card. I was dropped during the reconnect. 

I called the again and was redirected successfully but after discussing the issue I was told to be put on hold to be redirected to a senior agent. I was disconnected.

A third time, I got through and was told that I would be redirected to T-moble. I was disconnected.

On the fourth time calling, the consumer solution rep reiterated that theres nothing best buy can do and to call the third party which was Incomm's FastCard. I was extremely tired at that point and just wanted a solution so I agreed.

After searching for an elusive non-automated customer service number I finally found one on BBB.org. After explaining to the rep, Kimberly, she asked me for the pin codes on the cards and told me that they were not active and that the store is responsible for activating them.

I called BestBuy again and was put on hold for half an hour and nothing was resolved.It was 6:20 PM.

The problem began on September 6, 2010 when my father tried to use two $25 T-mobile prepaid phone cards purchased from Best Buy to refill his account. When he called in to a T-mobile representative to enter his code, they told him that the numbers on the card had to activated through another number. After calling that number, he was prompted with an automated voice message to enter his code which after he did so, told him the numbers were not activated. Immediately afterwards he drove 10 miles to the Colma Best Buy hoping that they can provide him with a solution to this problem.Upon arrival to the store he waited around 10 minutes in line before he could be helped. After politely explaining the situation and present the original receipt to the Customer Solutions Rep she immediately claimed that there is absolutely nothing Best Buy can do for him and in turn impatiently questioned why he waited so long to use the card. He explained that he shopped at Best  Buy often and last November there was a 10% discount on items so he decided to stock up on cards. Additionally, he informed her that during the purchase of the cards, he specifically asked when he could use the cards, in which the rep stated, "You can use the card anytime". At that point the customer solutions rep left and sent the Media Services Manager Alan in her place. He then again hammered that Best Buy can do nothing and that they were "not liable for the products because they just sell the stuff". Furthermore, he told my father that the card was expired because it wasn't used in 90 days and when asked why my father was not informed at purchased, he said "Best Buy is not obligated to disclose such information." My father was completely baffled at the statement. Alan then attempted to redirect him to the San Bruno Best Buy because they provided T-mobile services but there was no guarantee of anything being resolved. He was reluctant when asked to help call the other store to check whether or not this issue could be resolved since my father nearing 50 did not want to drive so far to be disappointed. He also asked the manager Alan to help contact the company that may be able to help, which he was again reluctant to do explaining more may be resolved if my father called. He did, however, search on Google to help find the number of the company. He then suggested my father call 1-888-BestBuy, but refusing to do so himself stating that only customers can call that number. My father promptly called the number and was redirected to media services where a friendly rep told him that the consumer solutions department was closed and that after contacting the colma best buy media manager he has noted the problem and to call back tomorrow  to have the issue resolved. He thanked the rep and the manager for their time and left the store.
The next day, I was asked to call for him since he had to goto work. My calls began at 4:00PM PDT. When I called the 1-888-BESTBUY number I was asked where I wanted to be redirected and I told the person Consumer Solutions because of my prepaid card. I was dropped during the reconnect. I called the again and was redirected successfully but after discussing the issue I was told to be put on hold to be redirected to a senior agent. I was disconnected.A third time, I got through and was told that I would be redirected to T-moble. I was disconnected.On the fourth time calling, the consumer solution rep reiterated that theres nothing best buy can do and to call the third party which was Incomm's FastCard. I was extremely tired at that point and just wanted a solution so I agreed.After searching for an elusive non-automated customer service number I finally found one on BBB.org. After explaining to the rep, Kimberly, she asked me for the pin codes on the cards and told me that they were not active and that the store is responsible for activating them.I called BestBuy again and was put on hold for half an hour and nothing was resolved.It was 6:20 PM.

T-Mobile $25 Prepaid Wireless Airtime Card

Model: $25 PREPAID | SKU: 8421647

Get $25 of talk time or text messaging with this prepaid airtime card.

 4 Read reviews (1)

Sale: $25

Nowhere on the description does it say expiration date.

[JoshSB]

Does your father still have the receipt? So far as I know the codes on the cards is captures on the receipt and you can verify it was sold correctly via the receipt...

I may be wrong however.

[ifpenguinsfly]

Yea he still has the original receipt and tried to show it to the store's media manager who kind of just ignored it and said that it was definitely my fathers fault.

[Dorothy-BBY Community Supervisor]

Hello ifpenguinsfly -

Justin, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for your patience until he is able to touch base with you.

[Justin-BBY Community Connector]

Good Morning ifpenguinsfly-

Your post is very disheartening because of the customer service level you received, as well as the issues you experienced with the pre-paid cards.  I know this is an irritating situation to be in and I would be happy to see what assistance I can provide you. 

First off, I deeply apologize for any inconvenience and the level of service you received from our Colmas, CA store location.  If what you express is the case, then it's clearly apparent that we did not provide you with professionalism and excellent service that you deserve as our customer.  We always strive to promote excellence and only through customers feedback, can we make the necessary changes to improve our business.  I will pass your views along to the upper levels of store management to be addressed.

You also mentioned the pre-paid phone card issues you encompassed.  I see when you spoke to the phone representative who contacted FastCard, FastCard informed you that there is a 60 day activation timeframe and they expire if not activated within that period.  I recognize you may not have been aware of this at the time of sale.   

I have the necessary information I need to look for the best solution.  I will let you know any updates I receive within the next few business days.  Keep an eye on your account because I'll send you a private message.  You can check private messages by clicking on the letter icon in the upper right corner after logging into our forums.  If you have any additional comments or questions, feel free to reply to this topic or send me a private message by selecting the link within my signature bar.  

Thank you for sharing your experience with us here on the forums!

Regards,

[Justin-BBY Community Connector]

Hello ifpenguinsfly,

I have some news for you regarding your situation.  I'm sending you a private message to release those details.  To check your private messages, click on the envelope icon in the upper right corner while you're logged into the forums.

Regards,

[ifpenguinsfly]

Thanks for the reply, I will wait for someone to contact me.

[Justin-BBY Community Connector]

Hello ifpenguinsfly-

In case you aren't already aware, I sent you another private message earlier with additional details.  If you have any additional questions or concerns, let me know and I'll see how I can assist you further.

Sincerely,

[ifpenguinsfly]

Thanks for resolving the issue, I'm glad my hours weren't wasted.

[Abel]

It's still ridiculous that a product is sold without the customer being made aware of the limit on the life of the product. In fact being told that it could be used anytime.

I doubt that any of the involved are either going to be educated properly or punished properly (if necessary).

Either way, glad to hear it worked out.