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Member
Posts: 12
Registered: ‎04-11-2017

never got what i wasked for

 On March 3, 2017 I came in to the Germantown Pkwy location at approximately 8:15pm that night inquiring about potentially adding another line to my services. I spoke with the Mobile Departments' supervisor Dustin "DC." He explained to me that Sprint actually had a promotion where you would pay $22.50 per line for 4 lines. he went over with me the prices and how much it would be per phone: services, phone installment, and insurance. by this time the store was closed, and because I would be getting 2 of the phones for other people and needed their information, I said id return the following morning. I came back in the next morning, Saturday March 4,2017 along with my sister and children, and had him to go over with her the prices and what it would cost again since she would be canceling her current services and switching to Sprint. He went over the prices and I asked what would the monthly bill be per month. He stated around $232 give or take. We spent several hours there as he calculated prices, called sprint, and activated the devices. As we get to the screen to sign for everything I asked him about the return policy. He stated that typically we would 14 days to return the device, however because I was a Best Buy Credit Card holder I had up to 30days. he also stated that there would be a $35 restocking fee assessed o the 14 days. I asked him would the fee be assessed within the 14 days, or beyond the 14 days since one phone was a gift for someone. His exact words were "Beyond the 14 days." I came back on Wednesday March 8,2017 to exchange the Galaxy S7 for the Iphone 7plus, but was told that I had to pay the restocking fee of $35. I explained that I was told as long as it was within the 14 days that I wouldn't be charged the fee. the manager on duty that night called Dustin to confirm what I'd stated, and was told that he (Dustin) didn't remember if he told me that or not. The manager on duty did waive the restocking fee. On Sunday March 12,2017 I checked my bill online and noticed it was over $500. I called my carrier and was told that I needed to fix the problem at POS. On Friday March 17thth,2017 I came back to Best Buy and explained that something was wrong with my bill and I was instructed to have it fix and Best Buy. The associate there stated that the person that would be able to fix it would be there the next day and would call me back that day. I never got a call. I came back again on Saturday March 25th I came back to get an update, the associate stated that nothing had been updated to my account. he called the Sprint Rep Bob several times and text him my information and that he wouldn't be there till Monday. I never got a call or update on anything. I called up there several times throughout this week, but phone rang and got no answer, or either the dispatcher wasn't able to get someone to answer. I came back in on Friday March 31, 2017 and spoke with the same associate and he said that he followed up with the rep on  Tuesday and he was supposed to call me. I explained that I never got a call, and my bill is still messed up. at this point, I request a manager. Kate came over and offered as much assistance as she could but stated she had to speak with Bob about the bill because she wasn't sure how to fix the problem. I then explained to her that I'd been up there several times that month, and was promised this man twice, and honestly I was tired of the run around. Dustin comes over, and goes over the bill, calls sprint and tells me that I have to get them to fix my bill. I then call sprint in the store and was told by the rep that it had to be fixed at Best Buy. I even put the phone on speaker so they could hear. I explained to them that I cant just bring the phones back and expressed my frustrations with the poor customer service and lack of communication. I also stated that it wasn't as if I could bring the phones back because they were gifts for other people and they would then charge me the restocking fees which would add to my bill. At this point Dustin began to talk to me in what I would describe as a VERY condescending tone. Telling me didn't we get you a credit for your activation fees, and that he'd spent hours on the phone trying to help me, and the only solution he provided was to bring the phones back and get a refund. As if he was doing me the favor and he wasn't the person that signed me up for the wrong plan in the first place. He was the person that lied to me straight to my face, just to make a sell. All  I want is for this situation to be made right. I've spent thousands of dollars at not just Best Buy, but this store in particular, and I'm completely floored at that mans lack of accountability, his tone, as well as his actions. I was told one thing and given something else, and was treated as if I was an inconvenience. My bill still hasnt been fixed!

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Re: never got what i wasked for

HI chelsea901,

 

I'm sure finding out your new Sprint bill was way more than you were advised it would be was very upsetting, and given how long you have been dealing with this I don't blame you at all for being upset with us. I am very sorry if this sales associate set up incorrect expectations at the time of purchase.

 

I can tell you that all activated contract smartphones purchased from Best Buy have a 14 day return or exchange period, and we charge a $35 restocking fee for any phone returned or exchanged with us regardless of when it is brought back to us.

 

I also need to be clear that after a contract phone is activated with the carrier we no longer have any way to change the customer's plan with the carrier. Simply put our systems don't allow us to. After the purchase only the carrier has the ability to change a customer’s plan with them. This is why the store was trying to get their Sprint representative Bob to handle this as he works for Sprint and should have the ability to change a customer's plan.

 

The Sprint representative you spoke to was incorrect that we have the ability to change your Sprint bill. With that said I could reach out to the management of this store asking them to work with their Sprint representative Bob to get this fixed, but before I do this I would need some information from you.

 

What is your current plan you are signed up for? What are the phones you purchased? What specific Sprint plan(s) should these phones be on?

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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Member
Posts: 12
Registered: ‎04-11-2017

Re: never got what i wasked for

I SHOULD be on the 22.50 per line plan, but was put On the 65,45,35,35 plan. I purchased 3 IPhone 7plus. Is there a way to completely cancel the contract and start over?
Posts: 7,931
Topics: 81
Kudos: 332
Blog Posts: 47
Solutions: 327
Registered: ‎09-29-2008

Re: never got what i wasked for

Hey chelsea901,

 

Thanks for the information. I have emailed the General Manager of this store asking them to look into this, and for their store to contact you to provide you with any possible resolution in this matter. Once I hear back from them I will post back to this thread.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 7,931
Topics: 81
Kudos: 332
Blog Posts: 47
Solutions: 327
Registered: ‎09-29-2008

Re: never got what i wasked for

Hey chelsea901,

 

I did hear back from Bethel the General Manager of this store. I was advised that the reason you didn't get this cheaper plan was because you did not qualify for this cheaper plan so you agreed to the more expensive plan that you did qualify for. I was advised that the Sprint rep has given you bill credits and we have offered to return the phones outright so you can start over.

 

I was also advised that Bob our Sprint rep talked to you this last Monday and he is trying to get you this cheaper plan that you did not qualify for. I was also told that you have spoken to Bethel three times to update you on what information they have and to request the current status of this concern from your standpoint. Have you heard back from Bob on this?

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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Member
Posts: 12
Registered: ‎04-11-2017

Re: never got what i wasked for

I heard from Bob Monday however he didn't call me back as he said he would. I absolutely have NOT agreed to a more expensive plan so I'm unsure where that came from. If they are willing to cancel the contract and start a new one so that I can get on the correct plan then we can arrange that. But I want to reiterate that I NEVER agreed to pay more
Posts: 7,931
Topics: 81
Kudos: 332
Blog Posts: 47
Solutions: 327
Registered: ‎09-29-2008

Re: never got what i wasked for

Hey chelsea901,

 

Let me know if you don't hear back from Bob by Monday as ideally he just gets you onto the plan you thought you were signing up for. Plus in we do return the purchase and try to start over you most likely won't be able to sign up for the cheaper plan as the store is telling me you do not qualify for this cheaper plan. If you haven't heard from Bob by Monday I will reach back out to this store.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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Member
Posts: 12
Registered: ‎04-11-2017

Re: never got what i wasked for

I haven't heard anything from Bob or anyone at Best Buy. This is the back and forth that I've gotten from them since March 4th. Someone says I'll get a phone call or my problem would be fixed but nothing happens
Posts: 7,931
Topics: 81
Kudos: 332
Blog Posts: 47
Solutions: 327
Registered: ‎09-29-2008

Re: never got what i wasked for

Hey chelsea901,

 

Thanks for getting back to me on this. I have emailed the General Manager of this store asking them to contact Bob, and ask him to contact you with the current status of your concern. I'll let you know when I hear back on this.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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Member
Posts: 12
Registered: ‎04-11-2017

Re: never got what i wasked for

Nobody has called or emailed or left any messages. I've been dealing with this nonsense for almost 2months now and my phone bill is $700. Frankly I'm tired of the back and forth. Is there a regional manager or district manager that I can talk to because this is completely absurd. The problem should've been fixed the next day not going on 2 months. I NEED my bill fixed. And I want to talk to a manger that is over the general manager