I am sorry to hear that other Premier Silver members are having the same problems. I have tried over 10 times now to have an issue resolved regarding a price adjustment for a laptop that I had purchased. The first laptop which I purchased was defective, the best answer that I could recieve was that there was a hard drive failure.
I took the replacement laptop into the store during the 45 day price adjustment period and asked the store about the price adjustment. We spoke to John Doe (I am not kidding that is what it said on his name-tag) in Daytona Beach about the return period and a new printer. He was not sure of the specifics for Premier Silver and he spoke to a manager at the customer service area. They informed us that we had a 90 day price adjustment period for the laptop. We thought that was incorrect but we were assured that was the policy. We were not sure which printer we were going to purchase, but we wanted to use the price adjustment towards the new printer. We decided that we would make the decision after my husband returned home from an extended trip he was to take the next day.
After my husband returned home we went back to the store where we were informed 2 times that the price adjustment policy for a laptop was 14 days. We stressed that we had a Premier Silver account each time. We then spoke to the store manager who informed us that in fact the price adjustment policy was just twice the normal return period, so 28 days. Then another store associate said that he was sure that it was 30 days. All of these price adjustment periods are wrong.
After speaking with a Reward Zone associate on the phone she was quick to resolve the problem and offer us reward zone points instead of the price adjustment (smart intangible versus a tangible solution). She stated that she was going to award 3750 points to our account. I really felt like a valued customer at this point. She told us to wait 3 to 5 days for it to make it through their system and that it should update the account on Sunday morning. That was 2 weeks ago!
We called again regarding the points and they assured me that it would be escalated and resolved ASAP check back online in 1 to 2 days. Still the points were not awarded. We called again and this time the agent insisted that the problem had been resolved and we were just waiting for the points to be deposited. She was also going to request that the amount be increased to 4000 points due to the problems we had encountered. We have called 2 time since then each time waiting a few days between calls. We still have not seen any points awarded to the account.
Sorry for the long post, but here is a quick summary of the problems. The concept is great, reward your best customers with incentives which actually do not cost you very much (such as increased return and price adjustment periods). However, if the stores do not understand the Premier program then you have confused and frustrated these same customers. I know that Best Buy is a BIG company and really could care less about a little guy like me, but this isn't a single instance as referenced in this forum. I enjoy going to Best Buy's stores and I drool over all of the new electronics every time we go, but I also know that they are not the best price in our area for a majority of their products. We were willing to pay a small premium because of the benefits of the Premier Silver membership and people who actually have a clue as to what they are selling. With this experience I believe that we will be a lot less likely to be willing to pay that premium in the future.
HELP!
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Dorothy-BBY
@BBYGamerMom
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