Manufacturer Warranties and Protection Plans

[Natec]

               I purchased a camera from Best Buy on 5/19/09, a Canon sd 960 with warranty.  It was a metalic-teal color'd one that had to be special ordered.  I purchased it cash for my Fiance, I put her name on it since I bought it for her, we were to pick it up Monday (25th) but were unable to because we were in Vegas for Memorial day weekend.      So today while my Fiance was at work i tried to pick it up, but was unable for lack of receipt.  I said that the man we purchased it from said that if we lost our reciept they could look up our information and get us on our way.  They said no we need the receipt so I went home, called my Fiance and Best Buy HQ (Head Quarters).

             I got a hold of a Best Buy Customer Relations Representative (BBCRR)and explained what happened.  She told me I should call my Fiance tell her to call BB and they will give her a Pin #, then she can call me give me the Pin then go back to BB and i can pick it up. I was frustraded that i wasted 2 hrs driving to BB then back home but was still happy to get this resolved.  My Fiance called me and told me they would not release the camera to me because they couldn't prove she was the person on the receipt.

           I called BBCRR again and wanted to know what was going on.  They connected me to the wrong department however a wonderful woman helped me out and gave me the information i needed.  Calling my Fiance from the number that was on the original receipt that we purchased the camera with, and making sure it was ok with her. She then told me the information I needed to I could take it down there hand it to them and along with my Fiance's call they would release the camera to me.  So i call my fiance at work again tell them to call down there, which she does she also states I have the Pin number needed to pull the original receipt.  Again they say I can not pick it up.

           Thrid time I call BBCRR I explain what is going on however this guy does not believe I am who I say I am, but he was still a nice fellow.  He said to me she needs to go there with photo ID to pick up the camera.  I ask can't BB just call the number on the original receipt talk to her and get the ok to give it to me.  He explained no, there is no way of telling if that was actually her on the phone.  I said well in that case can't you say the same if she show up with a fake ID, since you want to play the What-if game.  He takes extreme steps to prove who I am, asking my address, my full name, her full name, color of camera, time purchased, date purchased, her hours she worked, her next day of and much more.  After it all he truley believed me, but still needed to call my Fiance to get her aproval. He did.  He then called BB in Bakersfield spoke to the Managet on duty "Kim"and they said to him they still would not release it, that my Fiance needs to show up with ID and get the  camer.  My Fiance works 12 hrs a day 6 days a week. so later on today she will get off work early (something you really want do in an economy like this) and we will pick up the camera.

Today is my birthday May 26,1985 I am 24.  The camera with warranty cost about 450.  This day I will never forget and I will NEVER buy from "Best" Buy again.  And to think we were also gonna buy a $2500 tv from there on the 19th

[Elizabeth-BBY Community Supervisor]

Hi Natec,

Sorry you had such a disappointing birthday.  I've asked Allan, one of our Community Connectors, to review and respond to your concerns.  You should hear from him shortly.

Thanks for posting,

[Allan-BBY Community Connector]

Hi Natec,

It is sad that what should have been an exciting and happy day was turned into a negative experience due to our policies. It is true that the store would only be able to release the camera that was ordered to the person whose name is on the order, and they would have to provide the store with a photo ID. To protect all of our customers from fraud there are no exceptions made in regards to this policy. Unfortunately because of the realities of the world we live in we have to adopt policies like this one that sometimes inconvenience of honest customer’s, but protecting all of our customers interests has to outweigh our customer’s convenience. For the same reason, when providing receipt information over the phone we need to make sure the person on the phone is the purchaser which can be very difficult when the purchase was paid for with cash.

I’m sure you explained to the representatives over the phone why you needed receipt information, and I do feel like as long as they were told that the name on the order was your fiancé’s they should have informed you that she would have to be the one that picked up the camera. From reading your post it sounds like you have most likely already picked up the camera, but if you haven’t and you would like my assistance in resolving this issue I would be more than happy to help! If you would like my assistance just send me a 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 concern,
Allan
Community Connector
Best Buy® Corporate

[Natec]

actually i have not recieved the camera yet.  my fiance called yesterday and they said my camera still was not in.  she called today and the female employee said "its not in, i checked yesterday" and im sure without checking she told her that it will not be in untill Saturday.  Need better customer service training.  I have already checked other places around town, no one has the camera and that is the only reason i have not cancelled the camera and went to a different place.

[Natec]

The saga continues.

                 Today my fiance went to pick up the camera.  When she got there she asked for our camera and was asked to produce a receipt.  She said she does not have a receipt and before she can finish her sentance they lady stops her and says "we can not give you the camera with out a receipt."  My fiance says well i have the Pin Number, the employee says, "whats a Pin number?"  She hands the Pin over and the employee gets help on how to enter a pin number.  After pulling up our camera she goes to the manager.  The employee rudely says "We are not supposed to give the camera with out a receipt but this time we will make an exception, next time don't forget your receipt."   Pretty much saying if they wouldn't have made an exception with all their grace and mercy we would have been out of luck and we are not getting our camera or money, nice policy.    

                          After all i have been through for this camera your customer service continues to out shine its-self.  When my fiance told me this i was so upset i didn't want your camera anymore.  I returned to the store with my fiance, only to have another employee tell me she would return the item but would have to pay an open box re-stocking fee.  We didn't open the box is this some type of thing you guys do to ensure you get money?  I refused, told the employee i was very upset and i don't want to yell at her for following policy, please get your manager;  I was still calm and not yelling while saying this.  

                They say the manager is busy and will be with me shortly.  About 15 minutes later another manager comes out, they said Zack was the manager but a female comes out instead do not remember her name, at first i thought nothing of this.   This manager pretty much tells me the same thing and after explaining what i had to go through with this camera i don't think i should have to pay them 60 dollars to put this back on a self when it wasn't even opened.  She again says she can not wave the fee.  I say ok ask for the camera back and tell them I'm calling their Head-Quarters.  As soon as i got the camera i was on the phone with BB HQ, just in time to be told they close at 6:30 pm and it was now 6:40.

                 You guys have the most shiesty (low-down, dirty, corrupt )company i have ever seen.  They made me wait long so i couldn't get a hold of HQ until tomorrow when other managers will be on duty.  Really these people make your business look like a yard-sale.

                I didn't at the time tell them we didn't open the box because i didn't know if my fiance had opened the box, but on the ride home she told me she didn't open the box.  After getting in the car i wanted to see if anything was missing or opened so i then opened the box and the way everything was thrown around i can see why the manager said that, none-the-less we didn't open the box until after we left BB

[Nokia]

They should've pulled up your receipt at the store instead of asking you for it. They also should not have charged you the restocking fee if the box wasn't open.

[Brent888]

Nate please calm down sir, although your posts are not capitalized it just seems as if your yelling and you just want to pick a fight.

from what i got from you post and stories is this.

1) Bought a camera

2) Received a working camera

Your options after purchased was to pick up the camera or get a full refund.

Granted that Best Buy should have been more clear on the pickup policy --this only makes for a mistake that people sometimes make.

If i were in your shoes i would have tried harder at finding it at a different store or gone to the manufacturer directly to buy. However now since you could only find that model at Best Buy you just must accept the fact that you won't get tha model, unless you go online and get it without warranty.

As far as i can see your problem is resolved. Even if they offer an explanation why it happened the way it did, it will not change anything, you still will have your camera and you still will not have whatever you wanted.

I am not downing you, just stating facts and showing you that a mistake happened (that humans make) and then you were caught up in an unforetelling Best Buy only product that Best Buy had no control over. Im sure if Best Buy was able to provide you with explanation they would, it seems as if that is what you want.

……Oh and in case you don’t get it…..when a company makes a mistake it should admit it (yes even the ones humans make). The customer should not come out short handed, while the company attempts to gain from the mistake. Best Buy should find a way to make this up to you, instead of gaining on you and everyone else they made a “human mistake” on.

[Natec]

Brent you are a child grow up.  If I were offered a full refund i wouldn't have posted my last post.  It is aparent what i said holds true, "All you want to do, is pick a fight." No thank you for your input

[Allan-BBY Community Connector]

Hi Natec,
 
 
I wasn't happy to hear that this purchase has turned what should have been an enjoyable situation into one that is this upsetting. It is true that a store should charge a 15% restocking fee on the return of this camera if it was opened and not found to be defective. As I said in my first post to you I would be more than willing to help you get resolution in this matter, and I am sending you a private message in order to start working towards that goal. To check your messages you should log into the forum and then click on the letter icon in the upper right-hand corner of the page.
 
Thanks,
Allan
Community Connector
Best Buy® Corporate

[Natec]

                  I sent you a message long ago, as busy as you are im sure you accidentally over looked it.  It's too late now as i stated after we left BB I did open it to see if anything is missing.  My fiance uses the camera now, and we enjoy it. I still do not appreciate the level of customer service that was recieved, if you read my posts.  Though i will not know if their managers will hear anything about this incident, i believe they should be addressed that they have lost the company a great customer.

                   My fiance and i will be moving into our new 5 bedroom 2bathroom home this Thursday. 

To show what you lost are a list of items just this week my fiance and i have purchased.

Washer

Dryer

Refrigerator 

Stove

65" flat pannel tv

sony camcorder

and over the next 2 weeks we are going to buy:

Dinning room set

3 to 4.  32" tv's for the additional rooms

                                    Not showing that we have it "like that" but just showing what you lost, we are by no means rich,but we did save a lot of money for our move.

Btw: i still pay for everything cash, i dont like payments