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New Member
Posts: 4
Registered: ‎04-18-2017

Lost Confidence in Best Buy

Instead of relaxing after work, I have to spend my time writing on a "Forum" for a complaint...

 

First off, like many others, my preorder for the Samsung Galaxy S8 now shows April 25th as the expected delivery date.  I have the original email from Best Buy when I preordered the S8 stating the arrival is April 21st, 2017 (Release Date).  That of course started a small fire in my rage to follow.  Come to find out, calling into your Customer Service line takes approximately 1hr 44mins before the next representative could assist me. I didn't even bother to wait just hung up cause I'll never get that time back.  I decided it's best just to go to a Best Buy store to change from delivery to Pick Up.

 

Upon arrival to the Best Buy Mobile store both assistance there were nice and "TRIED" to help.  I gave them all my information; order number, phone number, e-mail of the order, address on file, you name it.  Other than my life savings I gave them everything they asked for and yet they still couldn't pull up any information in what they called "BEAST" for my online preorder. After 15 mins they gave up and looked up my account to cancel and do another preorder for pick up.  Once they said "First Come First Serve" and not guaranteed if I will get it first day, I just stopped.  "Don't do anything, I'll call in and have it rectified."

 

About 1 hr after I left Best Buy Mobile, I decided to check my order status to see if it changed for the better.  NOPE. Got worst (Flame of rage got more intense at this point).  I see "Mobile Order Issue" when I get into the order status page.  At this point you can see that the flame of rage isn't getting any better.

 

Called into support, the estimated wait time is now approximately 25 mins.  44 mins later a representative finally gets on the line (I'll never get that time back).  A nice representative, Kevin, answers the other side.  Gets all my info and as soon as he sees another name under my order.  He needs them to verify that he can speak to me.  I understand he is doing his job, but the order is under my personal account through Best Buy.  I am the account holder on At&t which he verified and yet he can't speak to me because I decided to upgrade one of the lines under my account.  I put him on hold, CALLED MY WIFE THAT IS SLEEPING, merged the call so she could literally say "This is me, and my husband can speak to you."  My wife is nice, she has to work in the morning at 6am and to please my compulsiveness she woke her up just to say that one line to the representative.

 

After he confirmed that he can speak to me.  I asked him why my order was pushed back to April 25th when I was promised to get it the 21st.  He said that was an error and that I would receive it the 21st.  Okay, that made me feel a little better and so we discussed what the issue was.  I gave him all the information he needed and he said someone will contact me within 48 hrs to correct this.  I told him, that in 48 hrs that would be April 20th and that I was suppose to receive that phone the 21st!!  He said there is an issue with my account and that once they resolve it, I will receive it soon.  At this point I can't even cancel the order to buy it elsewhere because my carrier charged me an activation fee already and can no longer upgrade that line.

 

I could have ordered my phone from my carrier or Samsung, but I chose Best Buy because your company had $50 off the S8.  At this point, I rather pay you $50 if you would stop disappointing me.  I am an understanding person, I know things happens, but as retailers everywhere are struggling.  You need to stand out in customer service to differentiate yourself.  If there is an issue with a customer's order, you need to contact the customer via email or phone to let them know to call to have it resolved.  NOT HAVING THEM CHECK THEIR ORDER STATUS TO FIND THERE IS AN ISSUE.  When the consumer owes you money, you'll go ABOVE AND BEYOND to track them down to get the payment.  BUT as a merchant, you don't track your customers down to rectify any errors.  That is bad business practice and I hope that changes.

 

As I wasted 44 mins of my life waiting on the phone for a representative.  I spent another 45 mins writing my experience with Best Buy.  That is 1.5 hrs of my life I will never get back.

 

UPDATE:  Post was deleted for using astericks for curse words.  Understandable sense kids have access to your forums.  I will add .25hrs to the time spent now to delete two words that astericks were used.  I had a backup copy to this entire essay because I know that something like this would happen.  So I won't charge you another 1 hr of time.  So the total now is 1.75 hrs I won't get back.

Posts: 2,416
Topics: 45
Kudos: 159
Solutions: 102
Registered: ‎11-30-2015

Re: Lost Confidence in Best Buy

[ Edited ]

Hello dvu0918,

 

Welcome to the Best Buy Support Online Forum Community, and thank you for sharing your concerns with us here.

 

Getting a new phone on the release day is super exciting! I’ve never done it myself, but any only imagine the anticipation that builds while patiently waiting for it arrive. It’s discouraging to hear that you may have a few concerns over your S 8 that you pre-ordered on 3/29.

 

The expected get it by date of 4/25 is just a place holder, and we expect that each customer will receive their pre-order on launch day. I apologize that email you received noting a delay may have caused you some frustration.

 

Due to our Privacy Policy we’d need to speak to the original purchaser, however, for your order issues that you’re experience our Mobile Back Office team will need to speak to you directly as you’re the account holder for the cellphone provider. Once your item is placed in a box to be sent to you they’d give you a call to fix the pre-activation issues. Sometimes the issues can be solved remotely, and including just confirming a few details about your plan.

 

Using the information you provided I was able to locate your purchase, and I’ll be keeping a close eye on your order for you. I will let you know once tracking information is available.

 

You’re more than welcome to follow the updated thread for the Samsung Galaxy S8 here for any and all updates about Best Buy’s launch.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎04-18-2017

Re: Lost Confidence in Best Buy

I appreciate a response, but to confirm what you wrote. Even if there is an issue with pre-authorization I am still to receive my phone Friday April 21st? If you need my wife to verify before you say anything. You can look into the notes from the representative today stating my wife gives full authority to me to talk about the account without her having to keep on verifying every single time. Also, the link you've included about the S8 Best Buy launch is invalid.

Highlighted
Posts: 2,416
Topics: 45
Kudos: 159
Solutions: 102
Registered: ‎11-30-2015

Re: Lost Confidence in Best Buy

Hello dvu0918,

 

I apologize for the faulty link above. I’m gone back, and corrected it. You should be able to review our open thread on the S8 launch.

 

Pre-orders are fulfilled in the order they’re received, and we expect to be able to fulfill orders by the original get it by date that was provided. Please note the activation error your order is experiencing does need to be resolved, and may delay your purchase. Our mobile teams are working very hard to remedy all activation issues on S8 orders, and will contact you to resolve them. Like I stated prior, most likely they may just need to confirm a few details about your plan.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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