Manufacturer Warranties and Protection Plans

[GMACK24]

I was out shooting photos with some friends on June 19th.      As I attached the camera (Canon A570IS) to the tripod the screen became white and the camera shut itself off.

I got home and tried to turn it back on.  The camera got hot and it refused to turn back on. 

I called the 800 Number to best buy cust service and they informed me that indeed my camera was covered by an extended warranty till 2011.

That Monday I visited my local Best Buy Taunton, MA USA Store. 

The Geek Squad associate took one look at the camera and informed me that they could not service the camera.    He told me the serial number on the bottom of the camera was not there and that I would need to buy a new camera. 

Upon hearing this I asked for a manager.   The manager came over and told me the same thing. 

She was very rude and did not even attempt to pull up my files on the computer to see that everything matched.  I purchased the camera on Bestbuy.com. 

Becoming more upsed and angry I told her in a loud voice.  "Why did I bother purchasing the service plan when in fact you will not even accept my camera and attempt to fix it." 

upon hearing my loud voice the "Doorman" Bouncer came over and asked me to keep it down or I will be asked to leave.  He also told me "What's your problem, do you think yelling will solve anything?"

I again asked the manager and geek squad associate to pull my serial number up and write it down on the bottom of the camera with a piece of paper and tape and or to write it down with a sharpie.

She laughed and said no , no way we cannot do that.

At that I left angry and upset. 

Tuesday I visited the Best Buy, Braintree, MA USA Store. 

I did not inform them of my visit the previous night. 

I handed my camera and serial numbers and original box to the cashier. 

He was more than helpful. 

He shipped it out and I got it back yesterday. 

I guess my bottom line is why did one store fix my camera and the other store refused ? 

I plan on writing letters to the managers of both stores explaing my situation.  

Is there any way that the Taunton MA, Store can be sent to a customer service training class ? 

I get good service from one store ant not another. It was such a bad experience I will NEVER shop a the Taunton, MA Store ever again.   

Thank you, 

Greg {last name removed per forum guidelines} 

And oh the camera is all fixed and works better than ever.    Go figure. 

Message Edited by Elizabeth-BBY on 07-02-2009 02:40 PM

[GMACK24]

Here is a copy of the letter I am writing to the Taunton, MA store.

I also plan on forwarding it to the Braintree, MA store.

I also plan on forwarding it to the Corporate Headquarters.

Greg {last name removed per forum guidelines} June 17, 2009Best Buy 2 Galleria Mall Drive, Taunton, MA 02780RE: Repair of digital camera   

To Whom It May Concern:

 

This letter is to complain about service I recently received from a Geek Squad customer service representative Ray and also the night manager of Best Buy Shelley Maezes.  

I went to the Geek Squad customer Service counter on June 8th, 2009 at the Taunton Galleria Mall, Taunton, MA to find out how to repair a broken camera I had purchased on BestBuy.com in 2007.  I phoned the Best Buy 1 800 number the night before to verify that the camera was covered by the extended 4 year service plan which is set  to expire in 2011.  Upon handing the camera to the sales agent Ray, he refused to accept the camera to be repaired due to the fact it was missing its serial numbers on the bottom of the camera.  I had informed the sales agent Ray that I had purchased the camera from BestBuy.com and that all of the information should be readily available in his computer system.  Ray refused again to go any further apologizing that he was unable to help me due to the lack of the serial number on the bottom of the camera. It was at this point that I asked to speak to a manager.   

The Manager Shelley Maezes  came over to speak with me and informed me that the repair center would not accept the camera for repair should it be missing its serial number. She then handed me the 800 number to the repair center and advised me to handle it myself.  I then advised Shelley Maezes  that I had the original packaging at home and could bring it in or that she should be able to go onto her terminal and pull up everything.  Shelley Maezes refused to help me and again advised me there was nothing they could do and again told me I need to resolve the problem on my own which is completely unacceptable.

Needless to say, I was quite frustrated.  I had given Shelley Maezes several options to affix the serial number to the camera.  I offered Shelley Maezes a sharpie permanent marker to write the serial number on the bottom of the camera; she refused.  I offered Shelley Maezes the option of placing a piece of paper with the serial number on it and to tape it on the bottom with masking tape; she refused.  After approximately 20 minutes of getting no customer service I then spoke in a loud voice that there was no reason for me to purchase the service plan if it is not to be honored.     Several members of the Best Buy team then came over in a very threatening manner and asked me to lower my voice and if I were to continue I would be asked to leave the store.   This action further added to my frustration.  After getting no assistance I took my camera and left the store.

On Tuesday June 9th, 2009 I visited the Best Buy store located in Braintree, MA.   The Geek Squad member was courteous and helpful.  He took all of my information and had no hesitation to assist me in getting my camera repaired.      At this time I had also brought with me my initial box in which the camera was shipped which also contained the serial number.    He took down this information and the camera was shipped out for service.  The camera was fixed and I received it on Saturday June 27, 2009 in full working order.

I expected a much higher level of service from your company, and I am quite disappointed. I would like to have you train the above two representatives in how to create a positive customer service experience.  The customer is always correct and they should have taken the camera without hesitation or reservation as I had purchased the extended warranty which was good till 2011. Please inform me in writing which actions will be taken so that this will not happen to other customers who should run into a similar situation. I will be informing my friends and family about this experience. I have enclosed the paperwork pursuant to the repairs of my camera.  I will also be writing a letter of praise for the good work the representative from the Best Buy / Geek Squad Braintree, MA store had given to me. 

   Sincerely,Greg {last name removed per forum guidelines}

Enclosures

 

Cc:  Best Buy Corporate Office

        Best Buy Braintree, MA

Message Edited by Elizabeth-BBY on 07-02-2009 02:40 PM

[Elizabeth-BBY Community Supervisor]

Hi GMACK24,

I've asked Allan, one of our Community Connectors, to look into this and follow up with you.  Please allow up to 2-3 business days for a response (bearing in mind that Friday is a holiday).

Thanks for your continued patience,

[Allan-BBY Community Connector]

Hi GMACK24,

This sounds like a very frustrating experience with our store in Taunton, MA, and the type of customer service you received at the store is not what we expect from our employees in our stores. I was glad to hear that our store in Braintree, MA took care of you and got your camera repaired.

Our store in Taunton, MA was correct that your camera should have its serial number visible on the outside or on the inside of the camera before the Geek Squad® will send it out for service that is being covered by the manufacturer’s warranty or an extended service plan. The reason for this is that the service center is required by both the manufacturer and your Performance Service Plan (PSP) to have the serial number physically on your camera in order for them to service the camera.

Some manufacturers put the serial number on the outside and on the inside of a camera; this is done to prevent exactly this kind of situation. I am assuming this is the case with your camera since your camera was repaired by the service center, and they would not have serviced the camera without physical verification of the serial number being on the camera itself. We actually do not record the serial number from cameras when a PSP is sold to a customer, but once it goes out for service that serial number is then on record as the serial number of that camera.

With that being said you should always receive a consistent experience with Best Buy®, and this experience should always be professional and courteous. I have passed along your complaint to the management staff at our store in Taunton, MA, and I expect them to take the necessary steps to insure this is not the experience that future customers receive. I have also passed along your compliment to the management of our store in Braintree, MA. If you need any personal assistance from me just send me a private message by logging into the forum, clicking on my icon, and then clicking on the send this user a private message link.

Thanks for posting your experience,
Allan
Community Connector
Best Buy® Corporate