Hello Sarah - I am not Sporter17 but thought i would take the opportunity to use your services. i am a good customer of Best Buy and over the holidays i purchased just over $7,000 of product. Now, I am not one of those customers who lives and dies by the rewards program nor do I spend my time monitoring the program (this is not meant to be a negative statement). I enjoy the rewards and take advantage of the priogram because of the purchases we make. Up until now; I have never had problems with it. I make my purchases and at some point i receive either an update in the mail or i receive coupon rewards i have earned. With that - when i received my update in March; it was a notice telling me i had not activated my account and i needed to do this in order to be eligible for my rewards. Obviously it didn't make sense since the cashier was able to find my account at the time of my purchases. As i looked into this i noticed the account number did not match my existing account. When i made my purchases i qualified for a Best Buy Visa at 0% interest. Could it be a new account was created for me at this time instrsd of using my existing account? Needless to say, niether of my accounts had the expected points from my purchases. So, i went to the web site and followed the instruction to report missing rewards, using the PIN at the bottom of the receipt. The web site would not accept my entry, stating it had been longer than 90 days since my purchases. Looking at the dates on my receipt, i must have missed this by about 2 or 3 days. Anyway, i sent an email to the rewards zone customer service clearly exaplaining what happened, asking if there was anything they could do for a good customer. The response i received was extremely dissappointing. If i could attach the email i would. Basically, the Reward Zone Specialist John quoted the rules to me word for word, pretty insulting. I was clearly aware of the situation in my email based on my experience of trying to report missing points, and i was clearly asking for an exception. For the Reward Zone Specialist to quote the policies to me is a kind of in-your-face approach. Additionally, it really seems odd that the responsibility is put back on the consumer to make sure they received thier points when at the register the cashier had no problem finding my account. It seems the customer should be able to "count-on" the system, not have to monitor it. Now, in the end, it's not like I waited 6 months to report my issue. I literally missed the deadline by days and it's only because i have trust the program works so i was not aware of any 90 day policy. From a consumer standpoint - i just want to shop, expect the prices i pay match the shelf tag, and expect the customer programs are honored and working. It doesn't seem it should be my responsibility. While I made the statement earlier that I do not live & die by this, it is extremely disappointing that Best Buy is taking such a stance and i am going to lose out on Rewards i truly earned with purchases I made. Not really sure how making an exception would have a negative impact on Best Buy since the rewards should have been paid-out in the first place. It's not like I'm asking for something that is not due to me. I would have to believe that as driven as Best Buy is on providing customer service, an exception like this on a customer that has a proven track record of spending at Best Buy would be something to be considered. Following are the PIN#'s and purchase values - {removed per forum guidelines}purchase = 6717.52 {removed per forum guidelines} purchase = 131.15 {removed per forum guidelines} purchase = 120.20 I appreciate any consideration that can be given to this situation. Thanks for your time Sarah. Best regards, David Park
Ryan-BBY
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