Best Buy & Geek Squad Policies

[jde]

I can't find a 'contact us' link on bestbuy.com so I will post my complaint here.

I tried to purchase a printer WF Pro 4530  that had a $50 instant rebate if I brough in any printer to recycle.

I prough in an old printer and took it to customer service and told them what printer I wanted to purchase and that it had a $50 discount if I brought in a printer to recycle.

After a very long delay finding the rebate details in the books near the registers they begain collecting personal informatoin from my drivers license.  After my drivers licensed had been returned and another lengthy delay I was told they needed to start over.  I provided my drivers license a second time.  After another long delay I was asked for my fingerprint.  I don't feel you needed my fingerprint.   I feel I had met the requirment for the recycled printer without collecting any further personal informaiton.  I was told the thumbprint would go to the police department.  I felt that the delay and the personal informaton being collected was not worth the trouble.  Can you provide me the Best Buy policy that states you collect this personal informatoin for your recycle program.  I know you do this for your trade in program but I don't feel this was a trade in.

thank you,

[LauraB850]

Everything I read online refers to this as a "trade in" program, likely funded by Epson as it spans multiple retailers.

Unfortunately, in your state, in order to process trade-ins they need to collect specific data from you per the states laws.

In order for you to trade in your printer for $50 dollars they have to process it that way.

[ndg2006]

As I used to work at the Nicholasville Road store, I can confirm that a fingerprint is required for items that do not have a receipt with the Best Buy trade in system.  The trade in system is required to get the $50 rebate.  This has nothing to do with them inconveniencing you, but only that they have to because of laws that treat the trade in system as a reseller of items which have strict laws to protect against stolen products.  Pawn shops, Gamestop, etc have to go through the same ordeal.

[jde]

I had to get a printer and I had reward zone certificates to use so I went back today for the same deal. I gave in to the thumb print check although the sign in the store clearly said it was just to bring in a printer to recycle with no mention of a trade in.  The printer was clearly  broken and of little value.

I also thought I would be able to use one of the  $50 off $100 purchase with a Mastercard purchase coupon.  Well no such luck.  I was told it couldn't be combined with another discount althought nothing was said about it in the fine print. The terms of the $50 discount for recycling a printer clearly said I could combine other discounts.   I decided to keep the coupon to buy something else this week but have now found out that the coupon apparently was only good  on 01/21/2013 and not all week like it says.

This may have to be my last Best Buy purchase.

[Matt-BBY Senior Social Media Specialist]

Hello jde,

We are currently running a promotion where you can receive a coupon to save $50 instantly on the Epson Workforce Pro WP-4530 when you bring a printer in to Best Buy to be recycled. I’m glad that you were eventually able to take advantage of this offer, and I’d like to help clarify some of the details of this promotion.

As you mentioned, collecting customer information isn’t something that we typically do for recycling. However, when we provide the customer with a promotional benefit, in this case the $50 coupon, the transaction often has to be treated as a trade-in in order to comply with local laws. These laws do vary, and while some areas only require a valid government-issued photo ID, some local laws require fingerprints. If you were simply recycling the printer and we weren’t offering any benefit in return, collecting this information would not have been necessary. I apologize if this wasn’t explained to you while you were in the store, and I hope that this information was helpful.

The MasterCard coupon that you mentioned was initially sent out with some incorrect information, including the length of the promotion. This coupon was only valid on 1/21/13, and while the coupon for the printer does state that it can be combined with other offers, the MasterCard coupon was not valid with any other coupons or offers. More information regarding the correct terms of the coupon can be found here.

I’m really sorry if you received any conflicting information regarding either of these offers, and I hope that I was able to help clear up some of the details.

Thank you for reaching out to us here on the forum, and please let me know if you have any additional questions or concerns.

Sincerely,