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Posts: 4
Registered: ‎03-09-2017

Best Buy applied wrong prmotion on my AT&T plan - BC of that, I'm losing $650

On September 30th, 2016, I went in to Dublin,CA Best Buy store as they were holding a promotion for Iphone 7s. The promotion was for carriers with Verizon, AT&T and Sprint, and if you trade in your current Iphone 6, you will get a $650 billing credit to your account and a new Iphone 7. I have a cell phone plan with AT&T and decided to use this promotion to get the new Iphone 7. A girl from a mobile department helped me out as I was going through the process and I listened and followered every instruction she told me to do in order to be eligible for the $650 trade in promo. She said I would need to first pay off the rest of the amount on my current Iphone 6 plus installment plan and she clearly stated the amount in which I paid off that amount by calling AT&T. She explained next steps of how the promotion will be applied for my account as it will start showing up on by billing after 2-3 billing cycles and I would get discounted monthly installment payment for the phone with the trade in. I did not receive any document stating about $650 where I thought it was a little funky but she confirmed with me to not worry about it and just wait for the promo to be applied to my account. At the same time, my gf was at different Best Buy also working on the same promo with Verizon carrier.

 

So the months passed by, and gf's promo started to show up on her account and I kept checking my account, and the promo did not show up. I called AT&T asking about the promo, and they told me just wait as it might take longer than usual. NOW, it's been about 5 months, and nothing was settlted so I decided to give AT&T another call. I spoke with many, many people and spoke with Tier2 manager about this case. AT&T all told me that since the trade in I did was not for the $650 billing credit promo, and Best Buy rather applied a regular trade in. In order for me to get the $650 promo, I had to pay off the rest of the amount on my Iphone 6 Plus and I told them which I already did during the activation. And it turns out to be that, I paid off the amount for me be eligible for the "upgrade" not for the promo which I had pay off the "ALL" amounts left for the phone. So, I'm standing here at a situation where I listened to EVERY instruction that a girl told me to during activation at Best Buy, and it turns out that the proper promo wasn't applied bc she didn't tell me the correct instuctions. Every person I spoke with AT&T told me since this was a promo through Best Buy and they are the one who handled my activation, they would need to take care of it. So, I went into meet with a supervisor at Dublin, CA mobile department. I went in and explained my situation and she kept telling me the same thing over and over and over again that since I didn't make the rest of the payment for the previous phone, I am ineligible for the $650 trade in promo. Okay, so when I traded in my phone and was doing the activation, was I supposed to know how much I had left on my Iphone6 and check all the rules and regulations for the promo? It should be the people who work at Best Buy who is more well-trained to give me correct instructions. I am just a customer who followed the instructions from the specialist. Because of the mistake or wrong instructions given from the Best Buy worker, I have to sacrifice my $650. On top of that, needless to say, the supervisor was EXTREMELY RUDE as if she was being racist to us. She did not smile ONCE and kept raising her voice. She did call the AT&T about this, but didn't find a solution so she said there is nothing she can do, NOTHING. Really? She didn't even try to find a resolution for us. She kept repeating herself, "There is nothing I can do, really nothing". I'm not even wanting the $650 credit anymore, I am trying to find a good solution and a bridgeline that can make all three(Best Buy, AT&T and myself) acceptable. I hope at a managmenet level of being at supervisor, she should have been more well-trained to treat her customers. I felt very bombarded and would never want to go back and talk to her. She kept repeating that her workers at her department would have never made that mistake and did not accept anything I was telling her. I am not trying to point fingers here - I am trying to find out a resolution.

 

After being a loyal customer of Best Buy for over 20 years, I am UTTERLY FRUSTRATED  at the type of customer service I received and the money I have to sacrifice for the wrong instructions given from the employee at Best Buy. I would need someone to speak with in order to escalate this situation and someone who can actually listen and understand my situation.

 

Thank you for reading my long story - I haven't written anything this long since college.

Posts: 1,055
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Registered: ‎01-09-2017

Re: Best Buy applied wrong prmotion on my AT&T plan - BC of that, I'm losing $650

Greetings jybaik,

 

I’m truly sorry to hear about your experience you had at the Dublin store. We put a great emphasis on training to make sure our employees are well versed in all the details of our promotions we offer. It’s incredibly disheartening to hear your transaction did not go as planned. I’d be happy to be your point of contact going forward to see what options are available to get this resolved.

 

Do you recall the names of the associates you worked with? I’d really like to gain a better understanding of what transpired. Under no circumstance should any employees let alone store leaders show any disrespect towards our customers. I want to assure you that it will be addressed as well.

 

I look forward to hearing from you and if there is anything else that comes to mind, please don’t hesitate to bring it to my attention!

 

Sincerely,

Javier|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎03-09-2017

Re: Best Buy applied wrong prmotion on my AT&T plan - BC of that, I'm losing $650

I do not recall the name of the girl who helped me out for the transaction but she was a skinny, dark skined girl. You can probably find out who worked at the store that day.

The supervisor I spoke with is Amber at mobile department at Dublin,CA store. Going back, I still can't believe the attitude she acted toward me and my gf yesterday. Yes, we were frustrated and I will apologize to her if we acted in any rude way but it seemed like Amber sounded more frustrated at us and didn't even care to calm us down.

I have been always satisfied with customer service at all Best Buys I've ever visited, but she was the worst I've ever dealt with at any stores.

Also, When I called your corporate number, they told me they can track down the promotions that was held in specific days even back from 6 months ago. But Amber clearly told me there is no way for her to track down past promotions from Best Buy. I am a bit confused as you guys are all under same Best Buy but different people are telling me different things?

Thank you.
Posts: 1,055
Topics: 18
Kudos: 106
Blog Posts: 3
Solutions: 48
Registered: ‎01-09-2017

Re: Best Buy applied wrong prmotion on my AT&T plan - BC of that, I'm losing $650

Greetings jybaik, 

 

Thank you for supplying me with her name. I have sent an inquiry out to Amber to get more details on your interaction and what information was provided to you. Please allow me 48 business hours to get back to you with an update to the situation at minimum.

 

If anything else comes to mind in the meantime, please don’t hesitate to respond!

 

Sincerely,

Javier|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎03-09-2017

Re: Best Buy applied wrong prmotion on my AT&T plan - BC of that, I'm losing $650

Hi Javier,

 

I appreciate your help. I hope she will realize what type of service she has promoted to her customers that day.

 

Also, I would like to if I can talk to anyone about the promotion that I was supposed to receive. Like said, I have spoken with Amber and she seems to not comply with my point I'm trying to get to her. If you can help me out to find a better resoluation at this point, I would greatly appreciate your help again.

 

Thank you.

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New Member
Posts: 4
Registered: ‎03-09-2017

Re: Best Buy applied wrong prmotion on my AT&T plan - BC of that, I'm losing $650

Hi,

 

Any update on this yet?

It's been a week since I heard from you last time.

 

Thanks.