01-01-2021 03:47 PM
This all started back on 12/19/2020. I walked into Best Buy(BB) Cary, NC Crossroads location to drop off my broken/unfunctional console package to BB for a new one. I brought in the PS4 pro, IN THE BOX I bought it in on 12/21/2018, the cords it came with, and the controller it came with. (PS4 Pro AND Geek Squad Protection (GSP) purchased on 12/21/2018 from a BB in Raleigh/Cary, NC). I waited in line for about 15 minutes or so in line at the Geek Squad at the Cary, NC Crossroads location as the store was busy for the holidays. I spoke with a representative named "Taylor". Taylor was very polite and walked me through the process. He told me the PS4 would have to be shipped off for analysis. I told him that I had tried to turn the PS4 Pro on and it would not function whatsoever anymore, that the PS4 was in a few pieces and I would not feel comfortable with the console being refurbished. He understood, but said it was a process/system they had to follow and asked me to wait for a supervisor. We waited for about 20-25 minutes... no joke! It was extremely busy & that was quite the wait... and a supervisor NEVER showed! I was patient though, and I am sure Taylor can vouch for me. While waiting, at about the 20-25 minute mark, he notifies me with excitement and points to his computer and says, "It looks like here in the system it says you'll be getting a new PS4 Pro just the way you bought it. It's just not in stock and we have to wait for it to be shipped." I tell him I am very appreciative and understand that being out of stock is far from his control. He hands me the paperwork, and I take down his name for documentation purposes.
01-03-2021 12:04 PM
Hi BB web reps. I made a post two days ago in the Best Buy Support > Customer Service > Best Buy Repair Support section. It was titled "Absolute attrocious experience with various departments". It has been two days now and I have had no reply, but see other postings posted after me with replies. I did read the "Ready To Post? Read Me First!" posting and I am not attemtping to "re-post" but rather make sure I posted correctly, and in the correct section. Maybe the page "Other Customer Service Support" would be a better route? Again, just trying to confirm I posted correctly. If I did post correctly, what is an average ETA I should expect for a response? This has already been quite the ongoing process as my post reads. Thanks for your time!
01-03-2021 12:39 PM
From the front page announcement:
Welcome to our Best Buy Community Forums. Due to high incoming post volume, our current response time is 3-5 days. Please review floated posts and solutions posted, as this may assist you in answering your concerns. For more immediate assistance, please contact us at (888) 237-8289. We do not have any information as to when more PS5 or Xbox Series X/S pre-orders will be available.
01-05-2021 11:50 AM
Thank you for taking the time to reach out to us about this concerning set of situations. I understand you simply needed your PS4 serviced, and it sounds like you've had a concerning experience in getting that solution.
I'm sorry to hear that it sounds like you have been told conflicting and misinformation, we certainly expect all of our chat staff, store associates, and managers to provide factual information. I can definitely understand your frustration here, being given so many different answers along the way! Further, being disconnected or hung up on is never ideal, and I apologize for any inconvenience that's occurred as a result of this.
I'd like to take a closer look into your situation and see how I can help. Please send us a private message with your full name, email, and phone number and I can get started.