Best Buy & Geek Squad Policies

[Larnor]

Hi.

I have been trying to send an e-mail to Customer service. In order to do this i need to give an american phone number whic I don't have. My european phone number does not fit the format ,and the e-mail can not  be sent.

Can anyone please tell me how an international customer can contact Best Buy on e-mail?

I have been sent around on the phone for one hour, so a phone number will not help.

So please, an e-mail adress that can be used for international customers.

Thanks

[Walrus Valued Contributor]

I must admit I'm curious why you are trying to contact Best Buy, since they don't ship anywhere outside the US, except for military APO/FPO, because all products they ship are intended for use inside the US and it is assumed any use will be in the US.

Since you are trying to email them, and not call, why not "make up" a phone number to fit the email form, and then put your actual European number in the body of what you send, stating the number provided is not you and if they need to call you, to dial your actual number?

If you are in the military, ask around the base. I'm sure someone there has an international cell phone they are using that you could borrow to use in the email.

[Larnor]

I am a Norwegian having visited Houston for the OTC (offshore technology conference). Like many foreigners I visited Best Buy and purchased an item in one of their shops.

What is this noncense that "because all products they ship are intended for use inside the US and it is assumed any use will be in the US"? I have shopped at Best Buy many times, alwaise making them aware that the items are being brought to Norway, and are not intended for use in the US.

This issue always come up as they try to enter item such as my phone number, which doesn't fit in their form.

I have now bought an item that was ruined do to incorrect information given by their sales persons, and are trying to get in contact with them through e-mail. I was on the phone with them yesterday spending a fortune while being sent from department to department, starting in the shop where the item was purchased, then transferred to Customer support, then to geek squad (?), then to international claims, then to customer support, then back to the shop. Each time given unclear answers, or feedback that I personally have to show up with the item.

Well, as I said, I live in Norway, so showing up is a bit difficult.

In order to present my case, explain the problem and at the same time include proof of purchase, I would like to send them an e-mail.

Which brings me back to the problem. Being a non US customer I can not use their e-mail form, and need an adress which I can use.

[Mbrguy Emerging Expert]

You can post your issue on here about what happened.  The moderators work for Corporate and can help address the issue.  I'm curious what the employees told you that "ruined" your product.

[Larnor]

I purchased a Bose Sounddock and querried whether this could be used on Norwegian current which is 230V 50 hz, compared to your 110 V, 60 hz(?).

The expediter told me yes straight away, and I asked him if we could open the box to be 100% sure, since I assumed it wouldn't work if the current was incorrect.

We then went to a customer support desk, where a lady opened the box, and by reading the User Manual confirmed that yes, it can be used on european current.

I have to add that this is quit normal, and many items has an built in converter. Just the latest year I personally have purchased two Samsung galaxy pads and two Ipads at Best Buy. Allways asking the same question, and always getting the same confirmation  from helpfull staff.

This time however, the answer was incorrect, and having handcarried the unit (quite heavy and expensive) on the plane, my disappointment was big when i plugged it in (with my plug converter purchased at Best Buy) just to hear a pop, and seeing smoke coming from the back.

The unit costed USD 650 including tax, and was ruined within 2 seconds. Checking with the norwegian BOSE agent, I now have to fix it for NOK 2000,- which is approx USD 350,-. He stated that the Best Buy answer was incorrect and the manufactorers warrent would not cover the defect.

This is due to incorrect answer from sales staff employed by Best Buy.

And yes, I know it is written next to the plug on the back that the unit requires 110 V, and I should have seen that. But I didn't. Instead I re-checked the User Manual on the page where the Best Buy lady showed me,and where she understood the instruction to read both 110 v and 230 volt, pending on where you are. Again indicating that the unit also could be used outside the US.

So now I am stuck here and are trying to get in touch with Best Buy to get help to sort the issue.

So far without luck.

[Walrus Valued Contributor]

Thanks for the clarification. From your original post it was not clear that you had physically been in the U.S. and made a purchase.

Regarding that "nonsense" about items being used in the U.S. I was merely restating what is listed on BestBuy.com regarding international orders:
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•International orders are intended for use in the US, and it is assumed that products will be used in the US.
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Yes, there are people from many countries either coming to the US and making purchases or having third parties mail items to them. I have a cousin in Austria who asked a family member here to purchase an item for him at the Apple store and ship it to him.


I would go back to Bose and show them their own manual that says the unit could be used outside the US. It sounds like if it actually states this then it is a fraudulent statement and they should fix it or replace it.

[Ryan-BBY Senior Social Media Specialist]

Hello Larnor -

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

[Larnor]

Thank You. Looking forward to your feedback.

[Justin-BBY Community Connector]

Good afternoon Larnor, 

Oh no! I'm very disappointed to hear about your BOSE sounddock purchase experience and the aftermath that occurred upon using it in Norway. I know I would also be maddened if my unit is wrecked and have to spend more money to fix because I was given incorrect information during time of sale. 

I wish I could promise you that I can get you a positive outcome, but I honestly cannot. However, I would love to take the opportunity to provide you with additional support and in order to begin, I need to get some information from you about this unfortunate situation. I'll send you a private message, that you can check by logging into the forums and clicking the letter icon in the top corner. 

Regards,