Add Product

Search Results:

Reply
New Member
Posts: 2
Registered: ‎03-19-2017

Currently deployed. Would like to file complaint.

I'm currently been deployed at an undisclosed location. I've deployed since November. Please keep in mind that my job requires me to leave often and many times I do not have any access to internet, telephone, social media etc. When we finally return back to an established base with these items, is when I get caught up on things back home, recharge, talk to family, handle finances, check email, etc.

 

Back home, around December 24th 2016, my wife's phone finally died. I had a Geek squad protection plan for her phone, so when I was able to, I ordered a replacement phone. She got the replacement phone 2 days later and then 2 days after that, she mailed her old broken phone back in the box provided per instructions.

 

Fast forward to mid February. After spending just over a month over the wire again, I get back to base to recharge. I check my bank account and see that I was charged $250.03 on February 13th from Best Buy Services.

 

When I call BB to ask about the charge, I was told that in January I was given an email notifying me that the "find my iphone" app on my wife's old phone was not turned off and they had given me 30 days to call the Apple company and have them remove it or else I would be charged.

 

I explained to the serive agent that I had no access to my email over that 30 day period. I also explained that after just checking my email right then, I could not even find a single notification in my inbox or even my spam folder.

 

I was told that all I needed to do was call Apple, have them delete the '"find my iphone" themselves, call BB back to confirm it was complete and I would be able to receive a refund.

 

I did exactly that and when I asked when I would be able to get my refund, I was denied. I've put in 3 requests so far asking for my refund and explaining the circumstances as you have just read, but keep getting denied for the same reason.

 

I feel like I am being treating very unfairly. I literally had no access to my email for over a month while I'm deployed out here and it seems like BB just doesn't not give a care in the world.

 

They have their phone back, unlocked and all. I want my money back.

Posts: 2,524
Topics: 49
Kudos: 100
Blog Posts: 6
Solutions: 113
Registered: ‎10-10-2012

Re: Currently deployed. Would like to file complaint.

Hello jdg91,

 

Welcome to the forum, and thank you for your service to our country. I can't imagine the stress involved in executing your daily activities, and I can understand that checking your e-mails is the last thing on your mind. It must have come as a surprise to see a charge on your account for $250.03, and I'm sorry this has happened to you.

 

According to our records the device was returned on 01/06 and the Geek Squad Protection plan expired on 02/06. The charge was done on 02/10 after no response was received. Regrettably we are unable to offer a refund because when you signed the contract, you agreed to the terms and conditions of the plan (Please see #9 (a) ) and there was 30 day notification e-mails sent, and the box that was sent should have come with instructions on what to do before sending your phone back. I apologize for any disappointment this may cause. 

 

Thank you for posting here on the forum. 

Maria|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 2
Registered: ‎03-19-2017

Re: Currently deployed. Would like to file complaint.

My wife knows she isn't very tech savvy, so before she returned the old phone, she brought it into the Best Buy store we originally bought it from for this exact reason, to make sure she does everything right. The Geek Squad member walked her through everything he said was required to be done in order to ensure we do not get charged.

 

Checking my emails usually is the last thing on my mind, but I still check them every time I'm able to because important things that come up such as this. My issue is that during this whole 30 days notice period, I had no access to my email at all; or else I would have taken care of it right away.

 

After learning about the charge, I called Best Buy to find out how I can disable the feature and get my money refunded. I was told to call the Apple company and they will give me step by step instructions. My wife did this over the phone and was able to fully delete the "find my iphone" feature correctly.

 

I just finished chatting online using the Best Buy customer service chat. When i asked how I can disable the "Find my Iphone" feature prior to returning an old phone in exchange for a new one. I was told "For Apple iPhone, the Find My iPhone Activation Lock has been disabled by clicking on the Erase All Content and Settings and entering the Apple ID." I then asked if that was all that was needed to return my old phone and not be charged I was told "Yes."

 

This is exactly what my wife said the Geek Squad member from the store had done with my wife's phone.

 

The point I'm trying to make is that it is now twice that Best Buy and Geek squad have given incorrect instructions on how to fully disable this feature. The Apple company gave my wife the correct instructions the first time. Had she been given the correct instructions by Best Buy or Geek Squad in the first place, I wouldn't be in this situation.

 

I've been coming to Best Buy for as long as I can remember. I've never had any issues like this and when I did, they were handled quickly and fairly. This is the exception. If I felt that this issue was soley mine or my wife's fault, I wouldn't be here wasting your time or mine.

 

The phone is unlocked and returned. I would just like to get my money back.

Posts: 2,524
Topics: 49
Kudos: 100
Blog Posts: 6
Solutions: 113
Registered: ‎10-10-2012

Re: Currently deployed. Would like to file complaint.

Hello jdg91,

 

After further investigation I have some details to share with you, so I'll be sending you a private message. To view you private messages, please make sure you are logged into the forum, and click on the yellow envelope icon in the top right hand corner. 

 

Thank you and I'll be in contact again shortly. 

Maria|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!