I am posting this letter sent to corporate via any medium available. Also posting on facebook and twitter. word of mouth is huge, and I have a big one.
I am writing in regard to unpleasant customer service experiences had at store 232 on East Washington Street in Indianapolis, Indiana. The whole issue revolves around the replacement of an Apple IPOD, covered under the Performance Service Plan for CPU & Wireless products.
Obviously, my white IPOD was broken. It was brought to the store on 5/17/2010. Upon inspection of my clearly broken IPOD, I was told by management staff to go pick a new replacement IPOD in store. I did as instructed and returned to the customer service area where I was met by yet another manager who informed me that no, they would not swap it out, and no I wouldn’t get it fixed today. Infact, they would send it to their Service center so that it could be repaired. I agreed and the item was sent out.
About two days later I received a call that my item had arrived at the store. Upon arrival I immediately noticed the box said “Refreshed by Best Buy” and noted the item color was black. I understand that the replacement items, per the service plan, are allowed to be refurbished. The problem at this point was that I had a white Apple IPOD, and now I have a black one. I compared the experience to buying a black car, and getting a green one as a replacement. If I wanted a green car, I would have bought a green car in the first place. So Jill, who is apparently the only management staff EVER at Best Buy, reluctantly sent the IPOD back to the Service Center to be replaced with a white unit.
This time the IPOD was sent directly to my home. I opened this package, as I assumed that the Service Agreement had been fulfilled. After I’d opened the black box my “newly” refurbished IPOD was contained in, I noted that the “IPOD” had no Apple logos to be found. Now my $350 dollar “IPOD” is a generic MP3 player. I’m sure you can understand that in buying an Apple product, you are paying big money for that brand name.
So, I called store 232 and asked to speak with Jill. She had just walked in and apparently was headed to a meeting. So I left my name and phone number for her to give me a call back. This was at 10AM. By 4PM, I’d still not received a call from Jill or anyone from the store. So, I called back assuming that her meeting was over, only to find that Jill was on lunch. Awesome. So I waited around for her call, which came at around 5:30PM.
Jill informed me that not only had the service plan had been fulfilled, but that she would no longer speak to me about his particular matter. In fact, she would only speak with my father, who’s name the service plan is in. Apparently, Jill forgot that Service Plans are transferable, so I had my father sign it over to me. I found this pretty hilarious, as I’ve been dealing with her for the last 3 week and suddenly I’m no longer the customer. For all she knew, I used daddy’s card to purchase my IPOD & I AM THE CUSTOMER. The way she treated me over the phone was absolutely inexcusable and if this is a reflection of Best Buy’s customer service standards, then I will be glad to get this issue resolved and never return to Best Buy again.
Then, I went in store to give Best Buy store 232 one last chance to make this situation right. I waited for about 15 minutes at the customer service area for Jill to stroll over. Immediately, she has a bad attitude. I brought Apple’s Warranty with me to show her the contents, as she apparently was not familiar. The PSP states “The Plan is inclusive of the manufacturer’s warranty; it does not replace the manufacturer’s warranty, but provides certain additional benefits during the term of the manufacturer’s warranty. After the manufacturer’s warranty expires, this Plan continues to provide the manufacturer’s benefits as well as certain additional benefits..” At this point, I haven’t seen the PSP even meeting the manufacturer’s coverage, let alone “adding certain additional benefits.” Apple’s warranty states that the ”Warranty applies only for the hardware product manufactured by or for Apple that can be identified by the “Apple” trademark, tradename, or logo annexed next to it” ( this warranty information can be found on Apple’s website.)
All Jill could say was that “the service plan had been fulfilled” and that according to her & the GM, there was nothing left to talk about. I literally had to say “Are you going to let me explain why I am here?” I have always kept my cool and kept my mouth shut and even let her be rude to me, but at this point I have had enough.
Firstly, a manager should never escalate the situation by being rude. In all my recollection, I have never had another staff member at Best Buy treat me poorly. Jill is the exception to the rule. Not only would she not help me, but she refused to direct me to someone who could. When I asked for the name of the district manager, she told me to call 1-888-BEST-BUY. I did, and was informed that they didn’t have that information. As a member of Best Buy’s management team, it is her job to uphold the highest customer service, and I would assume to achieve some customer satisfaction. She has done neither.
Later, I was in contact with a “Corporate supervisor” who I reached through the ever so helpful 1-800-BEST-BUY. Donner, who assigned me a case number, {removed per forum guidelines} seemed willing to help, but was unable to make the individual store “take a loss” by replacing or refunding my purchase. He got in contact with the store manager, who was told to call me that day. Of course, he didn’t. So I called corporate back, and was met by yet another corporate supervisor. This person ever so politely told me that I should “write the CEO or get a lawyer.” Thanks AGAIN Best Buy for yet another example of your extremely effective customer service.
I also filed a complaint with the BBB, case number 57178072.
Who do I need to contact to get good customer service? Fry’s? Office Max? Office Depot? HH Greg? Staples? Target? There are countless retailers who would gladly take my business AND treat me well.
I would like to be contacted by someone who has the capability to take care of this issue in a professional manner.
Dorothy-BBY
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