Best Buy & Geek Squad Policies

[pbalte]

I am having hoorible experience with the Best Buy at Vernon Hills, IL.

On my ATT wireless account I have 3 lines with Family plan ( Call it A , B & C). Line A & B are non-smart phone. Line C is Iphone. In mid November 2011 I went to Best Buy to upgrade line A, but by mistake the female agent upgraded Line A and my Iphone line C.

So I asked her to reverse the upgrade for iphone and only upgrade the line and give me new phone as I am eligible for free upgrade.

She said that she cannot reverse the upgrade immediately as she has submit a request to ATT. I said that is fine just give me the new phone for line A and let me know when the upgrade is reversed for iphone line. To she said that she cannot give me new phone as the upgrade has to be completely reversed for both lines and then redo it for just the line A.

I told her that I need to use line A in the mean while so she solved that problem by inserting the newly activated SIM card in the old phone for line A.

Then after 3 days, I went back to the store to see if my upgrade has been reversed another agent says it is process and could take 2 more days. So I go back to the store after about 3-4 days now the agent says they have tried calling ATT and it is not fixed yet and I should call ATT to get it reversed. 

So I called ATT customer service to which ATT says upgrade can be reversed only if the request for reversal comes where the upgrade was initiated. So I go back to the Best Buy store and tell them that they have to reverse for me. So they assure me that in 1-2 days it will be reversed.

Again after 2 days I found that it is not done. So I called ATT again but they will not initate a reversal based on my request. They are saying it has to come from Best buy.

So after 3 months and 6-7 visits to best buy, my phone lines are in upgraded status, I have been billed for the upgrade, I do not have new phones and in addition to that I am paying extra bill as I lost my corporate discount with ATT due to the new upgrade.

I want my upgrades reversed immediately!

I hope this forum works. I have been very patient up to this point but if I do not see any positive action by best buy I will have to take legal action against best buy.

Again this complaint is against the Vernon Hills, IL Best buy.

- Parik

[DanK Best Buy Employee]

Have you spoken with the Mobile Manager?

[pbalte]

Yes. I have spoken to the mobile manager. Twice he promised me that it will be fixed but I did not see any action.

[Mariel-BBY Retired: Community Connector]

Hello pbalte  -

Jacob, from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Jacob-BBY Community Web Planner]

pbalte,

I'm working with the store to try to get this resolved for you. Can you please send me a private message with the AT&T phone numbers in question? You can use the button in my signature below to send me a PM.

Thanks,