BestBuy.Com

[JWP]

First let me get the customary disclaimer out of the way. I have been a loyal BestBuy customer since BB opened in our town.Just the last 5 years we have spent over ten thousand dollars at our local BB. During this time we have been relatively pleased  with our BB customer service experience and when there was a problem it was corrected by a manager. I have even gone as far as to defend BB when my friends and relatives chastised me for shopping there and not online.Unfortunately this relationship was irreparably damaged this evening over a pair of $60 headphones.We have a pair of TurtleBeach headphones that were purchased from BB on 9/1/11. The connection at the USB pug is coming loose and the volume switch is sticking casing the sound to drop out. I attempted  to return them this evening for repair or replacement and was basically told it wasn't  BestBuys' problem.The clerk I spoke with told me that because I didn't purchase the extended warranty there was nothing she could do and I should contact the manufacturer.When I explained to her I didn't purchase these from TurtltBeach I bought them at BestBuy and I expected BB to fix the problem. If I wanted that type of impersonal service I would start shopping at Amazon.She then called the MOD Kevin.He said he would see if they could contact the manufacturer and see if they wanted to return or replace them. After a couple minutes of researching(supposedly) and checking with GeekSquad he told me the headphones only have a 90 day warranty and I was out of luck. I told him I checked the warranty before purchasing the headphones and it was a 1 year warranty. He said that was between me and TurtleBeach.He then said "that's what I get for not purchasing the Black Tie Protection plan".Kevin then shoved the headphones back in the box with the receipt,pushed them across the counter and walked away.Stunned I decided to walk out out before I reenacted the classic loud ticked off customer scene.The message I walked away with was that in order to receive customer service from BestBuy you had better purchase the extended warranty.I now understand why everyone else is shopping online. The prices are lower and the customer service is comparable to BestBuy - nonexistent.Needless to say that will be the final time I step foot in a BestBuy. It is a shame BB is willing to lose a loyal customer over a $60 item.

PS -  I just checked the TurtleBeach website and it is a 1 year warranty. The same information is on the BestBuy website.

[rwe528]

You bought them 6 months ago and you expected them to return them or fix them in store? The manager was right referring you to the manufacture but if he did it in a rude way like you said then there should be no reason for that.

[JWP]

I expect BestBuy to stand behind the products it sells. If that product fails BestBuy should be the point of contact.If they simply sell the product and their responsibility ends there why buy from them. I can get this level of service from an online retailer.Actually Amazon seems to go out of its way to make the customer happy and will even bend its policies to do so.BestBuys mantra seems to be "thats our policy,the register won't let me override it so deal with it".Also when shopping online I am not accosted by a salesman trying to push a DirectTV package or a phone plan.That is why BestBuy and other big box retailers are on life support.I recently read an article in which BB CEO Brian Dunn proudly proclaimed BestBuys' new goal is “To meet the unique product and service needs of our customers, our stores and operating models are being transformed to shift our focus from product-centric to customer-centric.”Snicker,giggle. As I said I am finished with BestBuy. However I may check out their going out of business sale later this year.

[CrimsonRain]

---

JWP wrote:

However I may check out their going out of business sale later this year.

---

Feel like putting your money where your mouth is and placing a wager that there will NOT be a going out-of-business sale from Best Buy later this year? Or are you just huffing and puffing hot air like everyone else who makes these wild predictions and cower out?

[Jimmienomam]

Likewise I don't think amazon would accept a 6 month old item back that is broken. They would probably help you contact the manufacturer, but I am pretty sure that they would deny it also. Amazon is starting to get much tighter on returns as they are ramping up to open B&M stores in preparation for the price mapping that may go through.

I do agree that Amazon was much more lenient and still is, but those days are going to wane in the upcoming year or two.

[Area51Kev Regular Contributor]

Some people post valid concerns on this forum and I sympathize with the issue(s) they are having. However, this is not one of those occasions. I can't think of a single store these days that will make a return or exchange at (or beyond) the six months mark. Target won't, Walmart won't, and (since Amazon was mentioned a few times) Amazon won't either.

This is copied directly from Amazon's site, "What can I return? You may return most new, unopened items sold and fulfilled by Amazon.com within 30 days of delivery for a full refund." It's also 30 days for exchanges there. While checking the return and exchange policies on those sites, I didn't see any exemptions or waivers for TurtleBeach items. Good luck.

[Ryan-BBY Senior Social Media Specialist]

Hello JWP -

Brendan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Brendan-BBY Community Connector]

Hello JWP,

Welcome to the forum!

I am really sorry to hear about the poor service you received in the store- especially after you have been so loyal in the past. It seems to me like the clerk did not do enough to find a solution for you. I am also disappointed in the service provided by the MOD Kevin; we expect our store managers to be more helpful in these situations.

In terms of the warranty, it appears the store may be incorrect. I checked into the product details of the headset and confirmed that the unit does have a 1 year warranty- not 90 days. However, the details explain that it is a limited warranty that does not cover physical damage- including wear. Due to this part of the warranty, the store is correct in referring you directly to the manufacturer to see what can be done.

It is disappointing that the store associates were not too helpful in the store, but I really do not have another answer to provide. For more information, please visit the Turtle Beach website here.

Regards,

[JWP]

I'll take that bet.I'll wager you the Mitt bet of $10,000. The bet is BestBuy will be closing a minimum of 50 stores this year. Wanna accept or are you "just huffing and puffing hot air".

Sincerely,

Nostradamus

[Jimmienomam]

50 stores out of 2,900 stores is hardly Best Buy going out of business.