04-03-2012 02:43 AM
My friend bought an Echo Smartpen online for me for Christmas. Since we can't get together often, we didn't exchange gifts until early February. The Smartpen is interesting, but not something I can use, so I called Best Buy and was promptly told that the 30 days return time period had passed. I explained that I was aware of that, but that I hadn't received the gift until the day before. The agent explained that the company policy held firm at 30 days. I said I understood that, but obviously an exception could be made if Best Buy wanted to. She transferred me to a supervisor who, after some discussion, agreed that I could get a Best Buy card for store credit. She told me that a manager from one of the stores in my area would be calling me within a few days so I could drop the Smartpen off and pick up a card. That was the last good conversation I had with Best Buy.
Five weeks later, I contated Customer Relations again to find why no one had called and was told that my case had been closed. I explained that it couldn't be because no one had contacted me. He read the file, which claimed I'd tried to arrange an exchange and had been told I couldn't because 30 days had passed. I said that was inaccurate as I hadn't asked for an exchange, and when I asked if the file contained my account of the conversation, he said it wasn't. He said the only person who could havef arranged for the credit was the original buyer of the product. Obviously, I explained, I'd rather not ask my friend to make the arrangements to give me credit (she had provided me with the receipt in any event). I then explained that I'd returned gifts to Best Buy before, with the receipt, and been given a card for store credit, that I'd never had to ask my gift-giver to get the card for me. He told me that this wasn't legal, that if anyone at Best Buy had done such a thing, she had broken the rules. I said this was preposterous, as I'd done it before. I then asked to speak to a supervisor. He said he'd transfer me. Within a minute, the line went dead.
I called back and spoke with another agent who reiterated that my file contained no such comments from a supervisor, that there was no way such a deal would have been made because Best Buy "can't" give refunds past 30 days. I told her I wasn't lying, that I was recounting the conversation correctly. She wasn't accusing me of lying, she said, but there was no proof of the promise I'd been made.
So what happened? Was the supervisor I spoke with lying herself? Perhaps another supervisor informed her after our conversation that she had been in error making this promise to me, so her conversation with me was erased from my file. In any event, I've been misled, and Best Buy stands on its statement that, lacking proof, I can't get satisfaction. Nor, for reasons I cannot fathom, will it allow me or ANYONE, they insist, to violate their 30-day policy. This makes no sense to me. Unless the Master of the Universe has fixed some special law regarding Best Buy's operation, they can make an exception if they want to. The product is pristine, they can't lose money on its return or by giving me store credit. All they can lose now is me. Which they have. Stupid on so many levels.
04-03-2012 06:17 AM
04-03-2012 07:43 AM
Hi rwemersson and welcome to the forums.
As Crystal suggested, it seems that the only slim possibility of the store making an exception in your case is to go to the store in person and (if you do) I hope you find someone who is willing to hear you out.
In regard to the title of your post, I enjoy a good mystery. However, since no one on this forum was actually present when you made the call to Best Buy, I don't believe even Sherlock Holmes or Agatha Christie could solve this one. Without hearing both sides of the conversation, how could anyone say with certainty who wasn't being totally honest in this scenario?
In any case, a Community Connector will be along in about 3 to 5 business days for the official take on this. Good luck.
04-03-2012 12:10 PM
Welcome and I'd be happy to take on this mysterious experience that you've described. I'd like to go ahead and jump right into this one, so I'm sending you a private message for more information. You can check your private messages by logging into the account and selecting the envelope in the top right corner.