Best Buy & Geek Squad Policies

[ERBorchers]

So I purchased a Logitech Keyboard Case for the iPad 2 and when it got it home it was obviously used.  It had scratches on the corners and the rubber feet that were supposed to be within the packaging are missing.  Now if I had purchased this as a labeled "open box" item I would expect this but this was brand new item that was sealed as if it had never been opened.  When I called customer support they told me that they were sorry and I would have to physically return it.  I explained that I lived 30-40 min from the closest Best Buy but he told me that was my only option.  I was hoping they would offer to mail me a new one and have me send back the damaged one but no luck.  Now I have to spend $20 in gas to drive there and back in order to fix THEIR problem.  I'm very disappointed Best Buy!  I buy a lot of electronics from you and you have let me down.

[Ryan-BBY Senior Social Media Specialist]

Hello ERBorchers -

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

[Jesus-BBY Senior Social Media Specialist · Accepted solution]

I was disappointed to hear about the condition of your iPad 2 keyboard case. I would be disappointed to if I purchased a new item and it looked like it had been used. I'm going to send you a private message to further discuss this issue with you. To check your private messages, ensure you are logged into the forum and click on the envelope on the upper right hand side of the forum.

Thanks,

[ERBorchers · Accepted solution]

Best Buy stepped up and made this right. However, I would like to see their phone support take on the same positive customer service approach as their Community Connector team but overall very happy with the outcome. Kudos Best Buy!!!