Best Buy & Geek Squad Policies

[DuckSpeedster5]

I recently had alot of problems with my 46" Samsung which I purchased less than a year ago.  After repeated attempts to fix the same problem, i had had enough and went down to my local best buy store and wanted to inquire about getting either a different TV or store credit.  The current manager on duty told me there is nothing he could do and that I needed to call 888 BESTBUY.  I told him this was unacceptable because the service Techinition was out at my house that day and my tv started doing the same thing less than a half hour after he left.  To add on this, it was the friday before super bowl.  And according to the commercials Best Buy will do everything they can, even come out the day of the big game and get things done, HA what a joke.  On top of this, the manager was very rude and disrespectful, his name is Shawn for those who care.  Finally after repeated attempts of calling the 888 number I was told there was nothing that could be done until the next week.  When i asked every customer rep what the Mission statement of the company was, not one of them could tell me what it was.  Anyway fast forward and here I am a week later, they finally Junked my TV and gave me store credit, the catch, I paid $1919.99 for the TV and they are giving me $1399.99 in store credit.  According to the No Lemon Policy, Best Buy reserves the right to give store credit for the amount of purchase on any open or sale items.  Why then am i not getting my $520 dollars, I finally got ahold of someone in Executive Resolutions today, he said he would look into my situation and even agreed about the verbage of the service stating that I should get my store credit for the amount of purchase.  Why than am I not hearing back from him or the company, oh well, I am taking this matter to the Better Business Bureau tomorrow and Best Buy can deal with them.

Sincerely,

Derek T.{last name removed per forum guidelines}

Message Edited by Elizabeth-BBY on 02-09-2009 07:42 PM

[DuckSpeedster5]

Well I have filed my complaint with the Better Business Bureau i will keep updating the status of this for anyone who cares.

[rutgers456]

if it is past the 30 day return policy and you have a warranty you would get the tv exchanged by specs not price. Hence if you bought a tv 3 years ago 720 p 42inch for 2000 and it breaks you get it replaced for another 720 p 42 inch not for another tv that is 2000.

when did u purchase the tv? 

[DuckSpeedster5]

Well I did not buy my TV 3 years ago, I bought it 10 months from the point when it started to quit working, so it is not like I am trying to abuse my contract, I bought a defective TV and want my money back that I paid for it.  Furthermore, if they would have offered me a new TV from the onset, rather than being complete jerks about it stating in the store that it is not their problem and they can do nothing about the situation, makes me not want to deal with this company ever again.  I contacted the Executive Resolution department and the representative there told me the managers in the store should have taken care of this situation.  So with exceptional service like this, one needen't look very far as to why i don't want to shop at best buy anymore.

[Elizabeth-BBY Community Supervisor]

Dear DuckSpeedster5, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Aaron-BBY Community Connector]

Hey DuckSpeedster5,

I’m disappointed to hear about your recent TV troubles! I can imagine how frustrated you must have felt for problems to resurface so soon after repairs, especially if multiple service appointments were previously necessary. Now, while you are correct in understanding that our Performance Service Plans (PSPs) do have an option for our stores to provide a gift card for the full purchase price of a product if it is approved for an exchange, please understand that gift cards are typically only offered if no comparable replacement products are immediately available. Additionally, your local store was right in initially referring you to our in-home service department for assistance with this particular issue – individual Best Buy® stores are not able to approve products for exchange under either PSP or manufacturer warranty coverage.

I happy to see, however, that you were able to find a resolution to this issue by working with Seng in our corporate offices. If you are still in need of any additional assistance with this issue please continue to work with him. Otherwise, please feel free to send me a private message if you have any other questions or concerns.

Thanks,

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Case #: 57624082