The Best Buy support staff called me and my family liars today.
The saga begins here: My mother purchased a digital camera for me along with the protection plan. Two and a half years later the lens stopped functioning on the camera. Warranty and camera in hand I walked into my local Best Buy. Unfortunately the part-time christmas employee that sold my mother the camera entered the service plan on the $100 dollar printer that she was also purchasing instead of on the $500 dollar camera. My mother had given me the warranty information with the camera as part of the gift. It was pretty obvious to me AND the Best Buy staff that a mistake HAD been made. However, they informed me that I would need to take the camera to the Best Buy that the camera was purchased from in order to get it serviced.
My mother returned to the Best Buy that she purchased the camera from as was told by the manager, "no problem, bring the camera in and we should be able to take care it." Home for Thanksgiving, my mother and I return to Best Buy confident that the mistake would be corrected. Upon returning, we were informed by the same manager that there was nothing he could do and that we needed to contact the Best Buy through the national hotline number.
After several hours on the phone with customer service, including every level of manager they would put on the other end, we were told that not only that my mother should have known that the warranty was placed on the wrong product from a receipt that only contained serial numbers but that we were trying to scam Best Buy. You representatives called us liars, that we had intentionally damaged the camera trying to make a claim before the warranty was up.
I don't know about you, but that is the most offensive thing I think your customer service could have said to me. They don't know me or my family. A family that has spent several thousand dollars at your stores across the country on products and protection plans in the belief that Best Buy is a reputable company. We purchased a protection plan on a product that malfunctioned under normal usage and ended up with a broken camera and being called names by your customer service.
Needless to say not a single item was purchased from your stores this Christmas and me an my entire family intend on encouraging our family and friends to do the same.
