Best Buy & Geek Squad Policies

[Trae329]

We called Best Buy in our local area (Johnstown, PA) regarding a trade-in estimate for the Samsung Galaxy Player 4.0 which was purchased there.

The man on the line gave us an estimate of around $60-160 "confirmed" by the Geek Squad.

We then drove to the store to trade-in my product. We were told that it was in amazing shape (for it being 3 1/2 months old) and they rarely see things in this condition. After some searching, the trade-in estimate was invalid. Turns out that this product is not yet listed for a trade-in, and that the man apparently lied about the estimate.

This is unbelievable. I am a 12 year old who takes care of all of my electronics, and am very disappointed in the treatment I received today.

It's to the point where I can't even tell if they were in-training. They have little to no knowledge about what they are talking about.

Also, the Best Buy trade-in site is outdated. This product came out in October 2011, and still isn't listed!? Come on.

I deserve better customer service. I would appreciate any help on price reduction/trade-in value for this product before you will not see my face in any Best Buy ever again.

Sincerely,

Trae {removed per forum guidelines}

{removed per forum guidelines}

An Angry Customer

P.S. Please bring this attention to a manager in the corporate office.

[AaronE]

I'm curious, did you get Buy Back on it? If you did it not being present on the tradein application wouldn't be a big deal and you'd be getting 50% of the purchase price back for it since you've had it < 6 mo.

[Trae329]

No, we were not offered (let alone told about it).

Nevertheless, I paid $200. 50% back is much better than getting nothing at all.

[Ryan-BBY Community Connector]

Hello Trae329 -

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

[Jacob-BBY Community Connector]

Trae329,

It is definitely frustrating to hear that you were given an estimate on the phone only to find out that it wasn't available for this device.

We do only offer trade-in on certain products. Unfortunately, we can't offer an estimate or trade-in on devices that aren't currently listed in the program.

The whole trade-in program is based on supply and demand. So, if we have no demand for this product, we wouldn't be purchasing any. I hope that helps clarify the reasoning.

I do see that your complaint has already been shared with the appropriate teams. Thank you for your post.

Regards,