Manufacturer Warranties and Protection Plans

[rooksmith]

I bought an MP3 player (SDMX-4096 Sandisk E260 4GB MP3 player), Serial # 2022948322 , along with a 2year replacement warantee (PRP # 2979726371, SKU #8023122, exp date 2/01/2010) .

After a year or so of dependable service it decided to die. The thing wont turn on at all.It had been bounced around quite a bit, (I used it while cycling, which I do alot). So I brought it in to the Customer Service Department of the store on two different occasions, and they wont exchange it. However the reason they give me is that the color of the player is Red, and not Blue as indicated on the receipt. I can explain that.

When I first bought the player, I brought it back because the headset was out on one channel. Rather than give me a new headset, the customer service guy offered me a full exchange for a new player. He showed me a BLUE one and a RED one, and rang up the exchange as a BLUE . I said I really liked the RED more than the BLUE, and he must have switched the boxes not realizing on the computer record, it says the color is blue. And apparently the SKU # is different for RED and BLUE Sansas. 

In other words: One of your employees made a mistake, not me. I chose the color I wanted, they rang up the other color.  In addition, the serial number on the Sansa is not entirely visible. The clerk claimed it was scratched off, when in fact it's just worn from being in my pants pockets, or my cycling jersey, along with change and keys.

 I am used to being treated respectfully and honestly by companies I do business.  This is the first time I in a very long time that I feel that the customer service people of an consumer electronics company  mistreated me.  I have been able to return things under warantee *WITHOUT QUESTION OF MY INTEGRITY AND HONESTY* elsewhere.

I frequently visit the store because of the close proximity to work, and I usually visit with one of my co-workers, all of whom you might consider high income earners. However, in the future, I may drive to another store across the freeway that gives a 90 day free return policy, and from what I can tell, are not trying to lose customers. 

I continue to be in the market for a new TV, Computer, Printer, etc. And as a high income earner with influential friends (C-Net, InfoWorld,  ConsumerReview.org), I believe that for every experience like this, Best Buy is not only going to lose future business, but may lose business to the Web, or to other businesses that distinguish themselves with their excellent customer service. My opinion of Best Buy's Warranty and Return policy are going down. This is the only reason I havent made further purchases at this store.

Finally, I am also a stockholder in Best Buy. I am very disappointed with the way that people are being treated. I watched as several others in line before me got the same treatment. AS IF THEY WERE LYING.  Why would we waste our lunchhours on a beautiful California afternoon to stand in line and be insulted?

So -- the bottom line is this. The Assisant Manager did not want to honor the waranty, which I believe is just outright wrong. It shows very little faith in your customers. I could tell that that person did not believe my story. Perhaps working in Customer Service makes you a little jaded. I understand that. But what I dont understand is why they are being so picky over a transaction as puny as a $100MP3 player - an a Sansa at that. Why would I buy my HD TV from a place that doesn't even honor their waranty and who assume the customer is not worthy of  respect. What chance would I have with something that costs over $1,000?

I think I made my point.  Now, I urge you to take this opportunity to rectify the situation, and restore my confidence in Best Buy. In the meantime, I await your response.

[Elizabeth-BBY Community Supervisor]

Dear rooksmith, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[John-BBY Community Connector]

Hello rooksmith,

I’m disappointed to hear about your experience seeking a replacement for your Sansa mp3 player.  I know that I would be frustrated under similar circumstances too.  We aspire to provide an exceptional customer experience and I apologize that we didn’t live up to that expectation for you.

The Product Replacement Plan (PRP) guarantees the replacement of the purchased product in the event of failure due to defect, normal wear and tear, etc.  There are some requirements for that to be done however:  the unit does have to be the product purchased on the receipt and the serial number must be legible.  This is why you were declined for a replacement at the store for your product.

Now, I understand that you’re saying that the wrong item appears on the receipt, and it is for that reason that I would like to gather more information from you.  Please watch for a private message from me.  To check your forum inbox, please sign in with your user name and password and click the envelope icon in the upper right.

Thank you for taking the time to share your experience with us.  I look forward to working with you.

Sincerely,