Best Buy & Geek Squad Policies

[asifchy999]

I purchased a iPhone 4 on November 2010 with upgrade and returned it to bestbuy within 30 days so I could get back my upgrade eligibility. I kept waiting for the white iPhone but it took forever. I went back to the Best Buy store to get an iPhone 4 with my upgrade on Feb. 2011, but when they checked their system, it showed that I wasn't eligible. I told the person that I have receipt for the returns and bought it from the same Best Buy and they said, sorry we can't do anything, its AT&T fault.

I called AT&T right in front of them since I couldn't wait and they said that the best buy never sent them the information of me returning the iPhone 4 on December 2010. I told the rep and he said that why "why are you gonna waste my time and your time since I already told you that its AT&T's fault". At that point I was all furious. I called the AT&T customer service again right in the best buy store, and they said to put the best buy mobile rep on the phone. 

For 20min the AT&T rep was telling the Best Buy rep on what to do on his computer. And finally the Best buy rep hanged up the phone and said that he changed the status to eligible. It was getting late for me, so I just decided to upgrade later. I reported it to the manager and she said that she was sorry.

After I came home and checked online, it said that I wasn't eligible. I was in Best buy for more than 1 hour and all I get is nothing. Is this how best buy's are these days, not giving a crap to anyone. I spend more than $5000 every year on Best Buy alone, and this is how I get treated. So I decided that I will never shop from Best Buy ever again and also cancel my Best Buy credit card for which I pay an yearly premium. 

For anyone out there, skip Best Buy because they are a bunch of jerks who only care about getting your money. If you guys want better pricing and service, I suggest going to Amazon.com or some other retailer. Amazon actually care about you, and if there is any problem with your order, they take good care of it with manners. I just wish they had iPhone 4, so that I don't have to go to this lame Best Buy. Now I am stuck for two years and have to pay the full price of 599.99

[Nokia]

Actually, the BB employee was right. There is a specific number for authorized retailers that they call to get your upgrade reversed. Unfortunately, that number is a voicemail, and the ATT employees who monitor that voicemail aren't very efficient, as there have been complaints about that here in the past.

The BB employee needs to call that number and leave another voicemail. Then it's up to ATT to take care of it.

BTW, you may want to stop spending so much on electronics to raise your credit.

[DanK Best Buy Employee · Accepted solution]

You're not stuck. From your side of the story it sounds like you unfortunately dealt with a bad employee, or one that wasn't trained correctly. AT&T just needs to verify that Best Buy did in fact take the return within 30 days. Try returning to the store (or any Best Buy Mobile location) and ask them to call AT&T and do this (they will need to lookup your return receipt if you don't have it, but this shouldn't be difficult). If you are again met with an uncooperative employee, ask to speak with the Mobile Manager.

If you have a copy of the return receipt (or obtain another one from Customer Service), you could ask AT&T if you could fax it to them. Though honestly I'm not sure if they accept this form of proof in this situation or not.

I'm sorry that you went through this unacceptable experience, and hopefully this gets resolved quickly from here on out.

[Nokia]

They won't be able to do that day. It takes a few days for the reversal to go through, since the VM isn't checked every day.

[asifchy999]

Thanks everyone for your replies. I finally went back and the same two people were in there. So I asked someone for the manager, and the manager came quickly in my assistance. She was very professional and did in fact say that it was their Best Buy's fault. She apologized to me many times for this kind of behavior. I am glad that everything worked out for me and I am happy. But I won't be shopping from Best Buy anymore from now on. I spend about $5000 every year from Best Buy because during the Christmas time, my family wants some type of new gadgets. So that's why my expenses are too much. But thank you all.