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New Member
Posts: 3
Registered: ‎07-14-2017

Complaint for Store 501 in Kennesaw Georgia

I purchased a new iPhone SE 32 GB AT&T prepaid for $200 at Best Buy in Kennesaw GA. I went home and took the SIM tray out and had trouble putting it back in for the new AT&T SIM. I took it back to the store, and they told me I "physically damaged" it because the tray was bent. I was very surprised by this claim, because while I was at home taking out the SIM for the first time, the tray came out with 0 effort or resistance. I also tried putting the perfect condition SIM tray from my iPhone 6 plus into the iPhone I bought today, but the tray wouldn't even fully insert into the slot (I was told by an Apple rep. to try this). I think I would have noticed an appropriate amount of resistance if I had bent the tray AND damaged the slot.

 

So while I was at the store, the manager denied my request to replace the phone and told me the nearest Apple store would replace the tray for free. I called customer service for Apple, made an appointment, but they couldn't gaurantee that the service would be free or covered by warranty. The Apple representatives I spoke to thought it was strange that Best Buy wouldn't just replace the phone.

 

I have worked with electronics before. I have replaced a few SIMs before, including the one for my iPhone 6 plus. I've also assembled computers and installed processors onto motherboards. My point is that I know how delicate electronics can be; I didn't just forcibly pry open the SIM tray, which the mobile team specialist implied that I did.

 

I gave a call to the national customer service line for Best Buy, I believe it was for the mobile department. They told me to call and speak to a different manager, and to call the CS line back if they still denied my request for a replacement. The manager I spoke to this time said he couldn't override the mobile team manager's decision. I called customer service again. The CS rep I spoke to talked to her supervisor. They both concluded that it was unusual for the store to be denying my replacement request. She also said to see the store manager of the location, since he would be the one to make the final decision. She also referred me to these forums just in case.

 

I am very busy with my life at the moment. I am in college, work, and I am in the middle of moving back into my old house that was damaged from a storm. My appointment with Apple is scheduled for next Friday morning, but even the appointment itself is time that I don't have as the store is somewhat far away. I would be going there not even knowing for sure they would repair it for free. I know how expensive Apple repairs can be, and know that the cost of the repair could be close to the cost of the phone. I work in retail and can recognize bad customer service when I see it. Best Buy could be losing a customer, and tech geek, for life over a $200 phone. I plan on seeing the store manager tomorrow, so we'll see what happens.

Posts: 491
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Registered: ‎04-18-2017

Re: Complaint for Store 501 in Kennesaw Georgia

Greetings Pennytaste-

 

It certainly sounds like you know your way around electronics, and we are sorry a phone you received from us may have come damaged.  Upon returning to the store you were denied a return for “physical damage."  Thank you for joining the Best Buy forums to share.

 

Using the information you provided when you registered for the forums, I was able to locate a case from a phone agent who informed you this order would need to be handled in the store.  I would have to recommend the same, and I will also be forwarding your concerns to the leaders at the Kennesaw, Best Buy.  Where you ever able to speak with a manager yesterday when you visited?

 

I’m hoping my message to them can get the ball rolling for you, but please know I cannot promise a different outcome will occur.  Your feedback is greatly appreciate and I’m crossing my fingers you are able to find a resolution this iPhone.  Be sure to message back if we can help you out any further!

 

Best Wishes,

JJ|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎07-14-2017

Re: Complaint for Store 501 in Kennesaw Georgia

Hello JJ. I did not have time to post about it until now, but I did speak with the GM of the Best Buy in Kennesaw yesterday. The fact that Best Buy won't accept my return is unbelievable. How does the return policy not accept defective products? The fact that this is even a question is poor customer service. I can buy the same exact product from Target and other retailers. I have bought other defective or dead on arrival electronic products before and returned them with no problem. My appointment with Apple is on this coming Friday. I bought my iPhone 6 plus through a Best Buy mobile store, but if I have to pay for another iPhone SE, I will not shop at Best Buy.

Posts: 491
Topics: 10
Kudos: 41
Blog Posts: 1
Solutions: 37
Registered: ‎04-18-2017

Re: Complaint for Store 501 in Kennesaw Georgia

Hello Pennytaste-

 

I'm glad to hear you were able to reach out to the GM of the Kennesaw location, but it's disheartening to hear you did not get the resolve you are looking for.  I too had a chance to reach out to the team who you worked with, and both the Mobile Manager, and Geek Squad Sr. CIA agent, both agreed the damange was not consistent with a defective tray.  

 

These trays can become easily damaged if a different tray or SIM card which does not belong is inserted into the opening.  It really doesn't take much anymore to damage a phone, and we too would have to recommend working with Apple to see if they are able to repair this tray slot for you.  If we can help you out after you speak with Apple, please know we would be more than willing to take a look.  I'm hoping you have good news coming from this Friday's appointment, and we appreciate all the time you have spent posting with us, here on the Best Buy forums! 

 

Resepectfully,

JJ|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎07-14-2017

Re: Complaint for Store 501 in Kennesaw Georgia

"These trays can become easily damaged if a different tray or SIM card which does not belong is inserted into the opening.  It really doesn't take much anymore to damage a phone, and we too would have to recommend working with Apple to see if they are able to repair this tray slot for you."

 

You are not understanding, and this sentence is very revealing to me that you are getting this information from someone inside the store. I am telling you what happened, and what I told them at the store. If they misunderstood me or didn't care to fully understand after fully explaining in detail what happened, that is not my fault. The original SIM tray was defective immediately upon taking it out the first time. The original SIM tray still fits into the slot. The tray from the iPhone 6 plus does not fit into the slot. Again, I was told to do this by Apple. The reason why they told me to do this is because the serial number of the device is not activated on Apple's side yet and because of this they were unable to ship a new SIM tray directly to my house.

 

It is clear that Best Buy is not willing to honor its return policy. I have never been in a situation where a retailer flat out denies a perfectly valid return. I have also never heard of a retailer telling the customer to go to the manufacturer for a valid return, that should only be the case for where warranties apply. I know of other retailers who HAVE and WILL accept(ed) returns for defective products. These business practices are unacceptable. Even the Best Buy customer service line said that under these circumstances, I should be able to return the item. Apple customer service said the same thing and said it was poor customer service. I'm not making anything up here. I am not going to continue to waste my time; I am no longer a Best Buy customer.

Posts: 491
Topics: 10
Kudos: 41
Blog Posts: 1
Solutions: 37
Registered: ‎04-18-2017

Re: Complaint for Store 501 in Kennesaw Georgia

Hello There Pennytaste-

 

We are sorry you feel this way about us, but please understand our policies do state that damaged items would not be eligible for return, according to our Return and Exchange Promise.  I do not believe the store is asking you to go to Apple to return or replace this item, but they are asking you speak with the manufacturer to see what repair options are available.  

 

Unfortunately, I would be unable to override what the store has decided. Hopefully, there will be a time later on down the road where we can get you back through our doors so we can make this up to you.  We are very thankful for all the time you have spent communicating with us here on the forums, and I hope your visit to Apple yields positive results for this SIM tray. 

 

Best Wishes, 

JJ|Social Media Specialist | Best Buy® Corporate
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