Manufacturer Warranties and Protection Plans

[MAC_TICO]

Your sarcasm and repetition of information NOT available to regular customers just matches the service offered at the Santana Row BB store.

I received a defective product from BB, I took it back to the store, they blamed me for the damage, they have Vendor/Distributor information regarding  their products not available to customers and that damages the service you expect from such a big retailer.

You have just confirm how careful customers have to be when they buy at BB now! They have agreements with their vendors that we customers do not know, so if we encounter a problem, we are on our own! You just confirm that we should go and choose those stores that have all the information available for customers and who offer  a better service, that buying from the manufacturer has to be our first choice and not BB, that whether you are a RZ Silver Member they will not consider changing their subjective judgment.

Common sense! I buy a device from BB I take it home, after 2 days it breaks apart, BB is the vendor, I bought it from them, I go and deal with BB and they deal with the manufacturer! NOT the customer, I cannot keep an item, brand new that does not work! and that applies to BB, Apple, eBay and any other vendor unles sold "AS IS"

[AaronE]

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MAC_TICO wrote:

Common sense! I buy a device from BB I take it home, after 2 days it breaks apart, BB is the vendor, I bought it from them, I go and deal with BB and they deal with the manufacturer!

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Did the store not give you the option of sending the unit out to be repaired under the mfg warranty?

That would have been you dealing with BB and them dealing with the manufacturer and I would have expected for them to at least give you that option.

[MAC_TICO]

That is one of my points!

I was sent to Apple, they sent me to deal with the manufacturer directly, it was a product I bought from BB and it was defective, they did not give me any other options but keeping the defective unit or going to deal with Apple myself... Had they offered me at least that, the story would have been different.

[Justin-BBY Community Connector]

Good afternoon MAC_TICO-

I cannot imagine going through the experience that you just shared with us about your Macbook.  Thank you for posting this situation and I realize how aggravated you must be for what happened.  I'll do my best at providing you additional guidance. 

Before we dive into your Macbook concerns, I want to stress the importance of our other forum users.  I know that you might not agree, but users such as deusexmachina, AaronE, Mbrguy (just to name a few) are a HUGE source of knowledge and are here to help you out.  They help us out immensely with clarifying Best Buy® policies, procedures, etc to you, our consumer.  I just wanted to share that with you because they are an intrigal part of our forum. 

That being said, it's regrettable that you had such problems at our San Jose, CA store location over your Macbook exchange.  While store's aren't obligated to take damaged items back per our return policy, I agree with you that they should have provided you with at least a service repair option.  Also, Geek Squad® Black Tie Protection coverage plans are an optional purchase consideration.  I want to extend my deepest apologies for any misinformation, inconvenience or confusion that you encountered during your visit.     

I will surely address your voiced concerns with the upper levels of store management and share any feedback I receive with you.  If there's anything else that we can do, feel free to reply to this topic or send me a private message. 

Best regards,

[MAC_TICO]

Thanks for your apologies on their behalf and I understand your colleagues have highlighted the store policies; however, the issue goes beyond what is on paper and regulations regarding contracts that are not available to customers.

I received a defective product and as endless times have I heard, BB is not forced to take them back when they are damaged, but it applies to misuse and a abuse. I did not take back a computer with a broken screen or dented case or filled with coffee. A defective key came off the keyboard from a 4 day old computer and I received the worst service I ever expected. Sending me to deal with the manufacturer without giving me any other options, was very humiliating, and the way the talked about the issue and all the CS staff received me when I came back with the fixed key, Apple repaired in 30 secs! There were like 3 different people there and they knew what I was there for and the only problem why my machine was not returned/exchanged, and they still had like 5 people check on the key, took it inside  for the GeekSquad to check it again and all sarcastically done, and the manager went to take lunch 3 minutes after she saw me stepping inside the store again... This has just changed everything for me! My whole BB experience...

BB has always been my first choice for electronics, always my first choice, now I did not even want to check the adds on the newspaper, I erased my iPhone App. And I am ready to unlink any contact with them.

[Justin-BBY Community Connector]

Hi MAC_TICO-

I understand your position on this issue and realize that you had a less than stellar experience with us.  I have addressed the appropriate channels of store management to make them fully aware of your situation. 

Regards,

[MAC_TICO]

I would not expect less!

It is necessary and at least to show more respect to customers, that employees would be able to use more than their poor judgement and a line from a recipt to provide a more tha reasonable excuse to make a very unpleasant experience at a BestBuy Store. BB should reinforce and clarify their terms when selling a product that is defective and also falls in the damaged category! and not leave it to their employees to decide that and fool around with customers with their mediocre subjective arguments.

[MAC_TICO]

It is totally unacceptable that employees judgment and low training and subjective standards humiliate a customer an force him to deal directly with the manufacturer when the defective product has been sold by BB and for instance they must deal with the problem.

So everyone should be careful when receiving defective products because BB will not be responsible for them!!!!

[Mbrguy Emerging Expert]

Well technically, it's the manufacturer that forces customers to deal directly with them when they don't allow retailers to do warranty repairs for them as this might be classified under.

[MAC_TICO]

In other words BB customers should start looking to purchase directly from the manufacturer so you do not have to deal with BB anymore and you get a better service! BB should let customers know that in BOLD print! BB is not responsible if you buy (x) product and it fails within a few hours or days of the actual purchase. BB should let customers know that they have to deal with the manufacturer even if they are buying a defective product since BB does not warrant any of the products they sell!!!!

It is very humiliating to deal with BB staff when you do not know internal regulations, when you are offered a service that cannot be trusted. Before I could buy anything and if defective, BB would take care of it for me, now everything changes, and since we customers do not know about this, we have to be humiliated by BB managers giving you lots or very little pieces of information that justify their crappy services.

I have been a loyal customer for years, being BB my first and most of the time my only option, now everything has changed and all my memberships and CC cards from this store are of no value for me. I do not trust BB anymore and recommend people to go and look to buy directly from the manufacturers to avoid dealing with a situation like mine.

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