Best Buy & Geek Squad Policies

[cruiser78]

My wife purchased an Ipad in early February. When she got it home and we did some research, it was clear that what she really wanted was an Android based tablet.  We decided to exchange the Ipad as soon as we could get back to town which is 3 hours away.  The Ipad was never opened or even taken out of the shopping bag. Last Saturday we went back to the store, found the tablet she wanted and tried to make an exchange.  We were informed that because it was past the 14 day return policy we could not return it.  Even though there has since been a new policy that extended the return time to 30 days, because the Ipad was purchased before the new policy, we were still only given 14 days.  The manager of the store, while very nice and polite, said his hands were tied. He said that corporate Bestbuy had taken away his ability to do a "return override" like he had been able to do in the past. A call to the corporate customer service number produced the same results and he passed me on to someone higher and she confirmed it again.  Even though the circumstances warranted an exception to the return policy, no one could actually do it.  Is this true?  Is customer satisfaction less important than corporate policy?  Bestbuy has the opportunity here to keep my money and keep me and those around me as loyal customers or they can keep my money this one time, but lose me and everyone who hears about this incident as customers. 

[Jimmienomam]

Not to sound callous, but it didn't "warrant" an override. They were simply trying to help out by breaking their own policies and unfortunately could not because of other circumstances.

I don't see why you are mad. They had a return policy that was in place and advertised all over yet you expect them to break it?

I am still wondering why you didn't bother to research an item, bought item, waited til adter the return period while not even opening it for 14+ days, then researched it and decided you didn't want it. Yet all that is BBY fault because they wouldn't break their own policy because you were lazy in researching before or during the return period?

I am ab empathetic guy, but really?

[Ryan-BBY Senior Social Media Specialist]

Hello cruiser78 -

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

[vonsterrr]

With the enforcement of the new policies that rolled out, the system really gives us no opportunity to do any overrides for out of policy returns. It will actually say word for word on the computer screen "No override available." With your comment about the 30 days return policy, that took effect on items purchased on/after March 4th.

[Bob_A]

cruiser78 -  

I realize that this isn't what you want to hear. And I am always reluctant to seem like I am lecturing somebody who has a problem, or complaint.

However, the REALITY of the situation is that there simply isn't anything about your situation that warrants an exception to the long established return policy. Just because you would find an exception to policy to be convenient for you, does not warrant that an exception be made.  

Furthermore, in your particular situation. Best Buy has an additional, extra strong incentive, for not making an exception to established policy. Which is that your Ipad-2 has been made obsolete by the recent introduction of the New Ipad-3. Which goes on sale this week.

With the introduction of the new Ipad-3. The prices of existing inventories of the old Ipad-2 have been discounted by $100. So, if Best Buy were to violate established policy by accepting the return of your now obsolete Ipad-2. Then, assuming that Best Buy was even able to resell your Ipad-2, at all. Then they would have to resell it for at least $100 less than what you have already paid for it.

With all due respect. Expecting Best Buy to accommodate, what amounts to being your fickle attitude and lazy behavior, by taking an unnecessary loss of at least $100. When Best Buy hasn't done anything wrong. Is a very unrealistic expectation on your part. 

While I can certainly understand your disappointment and frustration. You really don't have any legitimate reason for being upset with Best Buy. If you feel compelled to be angry with someone over this turn of events. Then you should be angry with yourself. For buying something that you didn't actually want. And then taking your sweet time about attempting to return it, while you let the14 day return period expire.  

The bottom line is. - When you snooze, you lose!  

PS - 

You might want to resell your Ipad-2 on Ebay. But be aware that if you open the factory sealed packaging, for any reason, the resale value will drop dramatically.  

Good Luck

[Phulish]

I'll buy it and I have a 1 year old Motorola Xoom, I can trade in part for as well!!   Drop me a PM if interested, we can do a private sale through ebay or something

[SlimJim77]

Personally, Shaun, I think it is misguided not to take care of people like you in this situation. Best Buy doesn't need to be losing loyalty over a technicality like this.

On one hand, they are trying to by generous by extending returns, but the people in the middle are just screwed. Corporate should help these folks out. It's only going to last a month to take care of people in the middle,

[Jimmienomam]

You do realize if he purchased it in early February he most likely was past 30 days even if they did give him a 30 day window...

[SlimJim77]

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Jimmienomam wrote:
You do realize if he purchased it in early February he most likely was past 30 days even if they did give him a 30 day window...

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Yes. That doesn't mean this interaction didn't take place earlier this month. I'm giving the OP the benefit of the doubt.

This thread is generally very mean spirited. Some folks deserve it, I don't think this guy does.  We're talking about an unopened i.pad here.

Stuff like this pushes people away from BBY.

[kst8no1]

Rules are rules though. Why is the return policy a problem only AFTER you pass it.