03-07-2017 09:51 PM
My Nintendo Switch arrived on Monday after UPS delayed my delivery. I opened it up, loaded up a 256GB sd, and pressed the power button to find there was no response. I plugged it directly into the USB-C cable and then into the dock connected to the TV and the results were just as sad. My copy of Zelda sat in the corner weeping silently.
I called 1800BESTBUY and they said I needed to call Geedksquad. Geeksquad said they needed to transfer me to the gaming department. Some guy picked up the phone and after I explained my situation, he asked me why they transferred me to him because there was nothing he could do. He explained that the best thing I could do was to just return the Switch and get a new unit. I explained to him that I would do that if it was possible but that the Switch was sold out everywhere and no one knows when they're going to get stock in. He said the only other options were to have the Geeksquad try to repair it themselves or ship it back to Best Buy for a refund.
Today I went to a Best Buy in Manhattan and talked to someone in the gaming department. I didn't take the Switch in, I just wanted to see what someone in-store had to say. He said he thought the best thing to do was to get a refund and try to buy the console again when it became available. He said that the manager might give me a small giftcard, but not to hold my breath. He then made a joke that I could take it to any other Best Buy, not just that one, so that he didn't have to process the exchange himself. (okay, it was actually sort of funny in context--he was a nice guy who seemed to expect little from the company he worked for).
Anyways, look, I understand that the shipping issue and the defective product are not things directly in Best Buy's control. Stuff happens and sometimes you have bad luck. But for these issues, especially on something like a big pre-order on a hot new item, Best Buy should show a little love to their exceptionally unlucky customers. At least guarantee to hold a replacement in the next shipment for crying out loud! Amazon gave people $75 for a shipping delay. After a shipping delay and a broken unit, Best Buy just gave me the run around.
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03-08-2017 12:36 PM - edited 03-08-2017 12:37 PM
Hi MicahGanske –
Welcome to our forums and thanks for posting. I’m disheartened to hear that your Switch arrived DOA, as I’m sure you were at least as excited to play Zelda as I was on the 3rd, so I absolutely understand how big of a disappointment this would be. That said I’ll be happy to advise you on your options and best course of action here.
Regrettably guaranteeing you a unit ahead of others once we receive additional inventory is not something we’re able to do. That said I’m in absolute agreement about the options you were provided over the phone and in-store, and recommend bringing your Switch back into the store to either be sent out for repair, or to have it returned as defective. At that time I also recommend speaking with a member of store leadership to see if they’re able to accommodate any alternative solutions they may have available to them.
|Michael|Social Media Specialist | Best Buy® Corporate|
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03-09-2017 06:25 AM
Why should anyone pre-order something like this from Best Buy when this is the level of customer service on offer? Based on my interactions with Best Buy up to this point, I have zero faith that "store leadership" will make any effort to help me with anything. I wish I pre-ordered from Amazon, and will avoid shopping at Best Buy from now on.
03-14-2017 01:43 PM
For anyone that might stumble upon this thread, I want them to know that I took my Switch in-store to return and was told by "store leadership" that they couldn't do anything for me. I was very polite and explained my situation and the manager said she wasn't authorized to give me a gift card or anything like that for my frustration and wasted time.
I told her, "All I want is a Switch. Can you at least put on on hold in the next shipment?"
She replied, "I can't do that. We don't have the ability in the system to do that." After a long pause she continued and said, "The only thing I can do is make a note and someone can try to call you to notify if we are given notice that a new shipment is coming in. Then you can get to the store before it opens and wait in line."
I guess that's how pre-orders and customer service works! Thanks for nothing, Best Buy.
03-14-2017 04:36 PM
03-15-2017 12:05 AM
Thanks! Yeah, it was easier to just return it than go through Nintendo's repair/replace. In fact, I got lucky with a stock tracker alert today and scored one from Walmart!