This letter is to serve as written documentation of a series of unfortunately below industry standard customer relation interactions I experienced with Best Buy over the past few months. These unsatisfactory interactions represent both corporate policy, as well as responses from Best Buy employees.
I recently made my first purchase from Best Buy – a Samsung television, a television stand, a Panasonic stereo system and required accessory cables. This purchase at the Best Buy on McKnight Road in Pittsburgh, PA, which totaled over $2,000, was made after carefully evaluating a host of electronics stores from which I could choose. At the time of the purchase, the assistance provided by the store associates was very good.
After making the purchase I immediately set-up the television and stand at my Pittsburgh-based apartment, and was pleased with the quality of these specific products. Due to my travel schedule, I did not remove the Panasonic stereo system from the box to set it up for approximately 6 weeks.
PROBLEM ONE – INABILITY TO RETURN A PRODUCT THAT WAS OF POOR QUALITY AND CHARACTERISTICS INCONSISTENT WITH WHAT I WAS TOLD AT THE STORE: Upon removing the Panasonic stereo system, I was immediately unhappy with the characteristics and quality of the product. The two speakers on the stands, of which I was told by a sales associate, were the rear speakers, were indeed the front speakers; the rear wireless speakers were not on any stands, a feature I was looking for when making my selection of a stereo system. I was also unhappy with the poor construction of the product. Upon my discovery, I immediately called the Best Buy where I purchased the product and asked how to proceed with returning it so as to be able to purchase another stereo system of better quality. I was told there were no exceptions to the 30 day return policy. After speaking with the store manager, as well as customer service with Best Buy corporate, it appeared I was not able to exchange this product, which had features and quality inconsistent what I was seeking.
PROBLEM TWO- INABILITY TO RETURN, OR EXCHANGE, A PRODUCT THAT DID NOT WORK UPON INITIAL SET-UP: Upon opening the Panasonic stereo (six weeks after I made the purchase), the CD/DVD system did not work upon initial set-up. I again called the Best Buy where I purchased the product, as well as Best Buy corporate, to explain that the Panasonic stereo was not working from initial set-up. It was quite ironic that I desired to exchange the product upon simply opening the box and inspecting it, feeling the quality was sub-par…and now having that initial impression reinforced due to the fact the product did not even work! The solution from the Best Buy where I purchased the product, as well as Best Buy Corporate – have the Panasonic stereo repaired as it was under warranty – I could not even exchange it for a product that was working from the onset. Calls to Panasonic customer care offered no support or suggestions, rather than have the product (which was defective from the time of initial set-up) repaired.
PROBLEM THREE- PLACING THE BURDEN OF REPAIR ON THE CUSTOMER: I then had to spend my time and my travel time and expense to have the Panasonic stereo system (that had just come out of the box) repaired to be able to use it for the first time. Requests to have the Geek Squad or another Best Buy employee pick up the product, and then return it when it was operating, were ignored.
PROBLEM FOUR- DELAY IN AWARDING OF BEST BUY REWARD ZONE POINTS: When making the initial purchase, I was awarded Best Buy Reward Zone points, which were to appear in my account in a specified period of time. When that time period had elapsed and the points were still not in my account, I called the customer service line to inquiry as to the delay. After 7 more days, the points were finally allocated to my account…after the time period elapsed that was specified in marketing materials.
PROBLEM FIVE- POOR CUSTOMER SERVICE WHEN TRYING TO REDEEM BEST BUY REWARD ZONE POINTS: I then took my Best Buy Rewards Zone card to the Best Buy store in Tarentum, PA and attempted to make a purchase using the points. I was told I needed to print the coupons from my e-mail account in order to use them. When I asked if I could use a computer and printer in the store to do so, I was informed I had to travel back to my home (a thirty minute drive) print them myself, and then return to the store…and that despite selling computers and printers, there was not station set up for customers to print their previously-awarded coupons in the store.
OVERALL, I have been disappointed by quality of product and lack of customer service provided by Best Buy. My request to return the Panasonic stereo system for a full-refund remains a request that I hope can be fulfilled.
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