I purchased a Wii Guitar Hero World Tour Band Kit, #8872437, for $99.99 and the extended 2 year replacement plan, #8872437, for 14.99 on September 7, 2009. I was led to believe that if the anything, “like the drums”, went bad we could return it and it would be replaced. On February 28, 2010 the red pad became unresponsive. We called the Best Buy we purchased the kit from (and spoke to Richard, 804-763-3787) and were instructed that all we had to do was return the kit to any store and that it would be replaced. We were informed that there was none of our particular product in the local stores but that they would “make it right”. We went to our local store and went inside to begin the process. Upon arrival at the Geek Squad I was helped by a friendly woman who checked and said that the item was no longer carried and that she would need to speak with a manager. She came back a few moments later and told us to go ahead and grab an updated kit, take it to customer service with the defective one and that they would replace the whole thing or just the drums. We took both kits to customer service and were instructed to pay approximately 70.00 to replace our defective item (that we had purchased a replacement plan for). When I asked if they could just replace the drum kit I was told they could not do that, and that my only option was to pay the additional 70.00. Basically I was being forced to upgrade my kit because they no longer carried the item I had purchased a replacement plan for. I was not asking for a free “upgrade” (although I was told I could have one) I just wanted Best Buy to stand behind what they had sold me.
Unfortunately this was not the first time I have had a bad experience with customer service at Best Buy and their return/replacement policy.
In December of 2009 we purchased an open box Sony Handycam Camcorder. The tag on the box informed us that it was an open box item but said nothing of missing pieces (the space for such information was blank). Once we opened the box we discovered that the power cord was missing. We went back to the Best Buy where we purchased it from, approximately 20 minutes later. We were told at customer service to go and grab a new one and that they would replace the entire set. Once we returned to customer service with the open box camera and the new one we were told that it would cost us approximately 60.00 to replace the item. I instructed the lady that we were sold an open box item as complete and that I didn’t understand why I was being charged for their mistake-the box was not properly labeled. She informed me that since I was unwilling to pay the additional charge that I would be stuck with the open box I had purchased; which was labeled as complete, yet was missing the power cord. After much deliberation she opened another box and gave me the power cord from that one, which I was told originally, was not possible to do. Again I was not looking for a free upgrade (although I was told I could have one) I just wanted Best Buy to stand behind what they had sold me.
I have read and understand the replacement policy and now see the deceitfulness of it. When I was paying the extra cost for a plan I thought was worth it I was never informed that “replacement” only meant “credit back towards an upgraded item”. I was unaware that I needed to read the entire protection plan while standing in line. I thought that the people employed by Best Buy would be instructed to be forthwith with information and explain what the company definition of a “replacement plan” was.
At the end of the day I have a Guitar Hero drum (with known defects) that is just as worthless as the replacement plan I purchased for it.
ALL I WANT IS A WORKING DRUM KIT FOR MY GUITAR HERO WORLD TOUR!
I am disappointed with the customer service at Best Buy and with Best Buy overall. I am in the market for a new TV and will not be looking at Best Buy to purchase it. In fact, I will not be looking at Best Buy for any future purchases.
