Add Product

Search Results:

Reply
Highlighted
New Member
Posts: 4
Registered: ‎01-12-2018

2nd Complaint as the 1st was ignored.

To be fair, the 1st complaint was in conjunction with a delivery survey. Perhaps it got lost. So I will try again to get to the correct people.

 

I bought a Hisense 55" TV as my backup basement TV in December. We had the free delivery, but not by Geek Squad. Before you start with I should have had them do it and everything would have been fine, I have been designing and installing home theater systems for over 20 years. The last time I let a tech in, the Dish tech ruined my entertainment center, Klipsch Reference center channel and Yamaha receiver. It was a direct replacement of a 57" Toshiba, so I'm pretty sure the complexity was at a minimum.

 

I hooked up the 55" with HDR and we loved the picture. However it made an awful noise turning on, and switching inputs. This is no huge problem as I know not everything can be perfect.

 

The problem was when I took it back to exchange it. I was the one inconvenienced and the people at the 10025 N Michigan Rd, Carmel, IN 46032 Best Buy treated me quite poorly. I was the one inconveniencing them. Now when boxing the unit up I did miss repacking the remote. They made me look like an idiot in front of many customers. The woman behind the counter said, "it is your duty to pack up all that came with the TV!" I did let her know I would have had no duty had the TV been good. Again I was inconvenienced to the tune of an hour on a Sunday.

 

Here is where it gets good. She says we will be charged $20 for the remote. I said I would bring it back in a few minutes and she stated, "you can, but it's still $20." At this point exchanging the TV was out of the question. When I go up to get the credit on the credit card it's now $40 for the remote. I worked for a Best Buy and Magnolia supplier and we never got money back or a lesser credit taken from Best Buy for an incomplete return.  I would truly like to see this "you can't bring it back in a few minutes" rule.

 

I have spent a fair deal on computers, monitors, Apple products, movies and TV's in the past, but I can't really see that happening again. I am quite pleased with my $40 worthless remote!  Thanks

 

New Member
Posts: 4
Registered: ‎01-12-2018

Re: 2nd Complaint as the 1st was ignored.

No comment on the terrible customer service I received?  I can't believe you guys stand behind customer service reps that treat customers like trash.. If I ever have an issue with Amazon they fix it. That is why Amazon's business is increasing. I will never go into a Best Buy again and will advise everyone I know to do the same. How you guys have gone down hill since the early 2000's.

Posts: 615
Topics: 6
Kudos: 373
Solutions: 46
Registered: ‎02-09-2011

Re: 2nd Complaint as the 1st was ignored.

The forum moderators are extremely backed up and the response time, from what I have been seeing, is about 7 days for a representative from corporate. Sadly, this is not a place for a quick resolution as their turnaround times can vary drastically. If you want a representative from corporate, sit tight and they'll be with you as soon as they can.

As far as the charging for the remote - that's relatively new (I think it started 3 years ago, roughly). Once they process the return with the remote marked absent there's no going back from that. Our system isn't set up to return the charged amount even if you bring the remote back in so it's always best to wait. As far as them changing the amount... I honestly can't think of as to why it would change so drastically unless the first girl was estimating and was way off. From a leadership prospective I would've charged you what they quoted, but sadly it doesn't appear you were given that option.
Posts: 1,296
Topics: 4
Kudos: 132
Solutions: 70
Registered: ‎10-19-2017

Re: 2nd Complaint as the 1st was ignored.

Hi Mark8,

 

Welcome to the forums! As @geishafish alluded to, having just wrapped up the holiday season, we’ve been quite busy here on the forums and respond to posts in the order they are received. I’m sorry if there’s any disappointment around the response time. Let’s see if I can offer some insight around this situation!

 

You surely aren’t the first person to forget a remote when returning a TV. Having worked the customer service desk in the past, I know it’s a pretty common occurrence. Mistakes happen. It’s a very easy item to overlook, especially when you’re preoccupied with getting all the foam and packaging to fit back together correctly. We do call out publically in our Returns & Exchanges Promise the following:

 

  • If you do not have all the original packaging or accessories, that's okay too. We can process a return with a nonrefundable deduction on your refund for what is missing.

 

That said, I very much regret to hear you may have initially been provided some misinformation on the pricing of a missing remote. I certainly apologize for that and for any feelings of poor customer service you may have. A return at Best Buy should be a positive experience, not a negative one. I absolutely thank you for sharing this experience at our West Carmel location. We love hearing feedback here at our corporate office.

 

Sincerely,

Luke|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎01-12-2018

Re: 2nd Complaint as the 1st was ignored.

Hey Luke,

 

I haven't been on here in a bit, so I am just killing time. I'm not sure why there is an employee, G-Fish, answering anything if this isn't his job.????  I sure would have better things to do with my free time. And the reason I was looking for a quicker response from BB is that some complaints get answered very quickly.  Many posted after mine had been replied to and mine hadn't.  So, I am sure you and G-Fish can understand.

 

I am not sure what you are getting at with your cut and paste out of BB's Returns & Exchange policy.  Are you saying that it is a rule I can't bring back a TV remote in a few minutes and get full credit for my return? $40 for the most basic remote! WOW!  If so, goofy rules like this are why Amazon will continue to eat Best Buy's lunch and why Best Buy's top line sales have been faultering for years.  Amazon does everything they can to make things right. They have made me whole at their expense, when I purchased from one of their retailers that didn't backup their product.

 

Luke, I know these rules aren't yours so I think you have a thank-less job. And you can only do what is at your disposal.

 

That said, Best Buy has lost a customer for life in me.

Posts: 1,296
Topics: 4
Kudos: 132
Solutions: 70
Registered: ‎10-19-2017

Re: 2nd Complaint as the 1st was ignored.

Hey Mark8,

 

This is an open, public forum. As such, anyone on the internet can participate. I truly apologize for any disappointment in that or our response time. For urgent matters we do have our customer care line staffed for a shorter wait time.  

 

What I was getting at when referencing the return policy was that to receive a full refund, we would need the included accessories at time of the return. I have no doubts that you’re a very honest and trustworthy person who surely would bring the remote back, but requiring it to be present before refunding the full amount helps protect us from situations where we would have to consider it a loss. I regret to hear that this may have caused some negative feelings towards us.  

     

Regards,

Luke|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎01-12-2018

Re: 2nd Complaint as the 1st was ignored.

Hey Luke,

 

Honesty and trustworthiness have nothing to do with this situation.  I didn't expect a credit until I returned with the remote. I'm sure you have another explanation as to why they wouldn't give the whole thing back to me so I could return it whole. (box with TV and remote). They hadn't processed any credit at that point.

 

You don't need to respond, as it doesn't matter, but I guess you weren't looking at it this way.