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New Member
Posts: 7
Registered: ‎01-01-2021

Absolute atrocious experience with various departments.

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.  

(Service Order: I can provide but did not want to make public - 12/19/2020 - Rep: Taylor - Best Buy Cary Crossroads, NC) (Plan ID: I can provide but did not want to make public)
On December 23rd, 2020, I received an email from Best Buy that my device is on it's way.  I already had a bad feeling when I received that email.  It had an order number attached, but also a hyperlink in blue that reads, "UPS Tracking Number".  The email reads that I can just simply click on the link to forward my browser right to the page to see it's current location and tracking information.  Clicking that link did nothing but take me to a page that read "BAD REQUEST - INVALID URL - HTTP ERROR 400 - The request URL is invalid."  I definitely had a bad feeling, but figured I would wait it out to see what happened.  (Service Order: I can provide but did not want to make public - 12/23/2020 - Best Buy/ Geek Squad Email).
On December 30th, 2020, I received in the mail a brown cardboard box with absolutely nothing but a PS4 console in it.  No power cord, no HDMI cord, no controller, no retail packaging, no instruction manual, NOTHING but a console.  I show it to my brother whom I live with who was in retail for years and he says, "Is that a joke?".  There were two inserts that the PS4 fit into but absolutely no padding, cushioning, or support.  It was left outside my apartment with no signature needed.  ANYONE could have stolen it!  The tracking never even worked... what a lazy, rushed, and nonchalant way to do business with someone who spends thousands with you all.   (Service Order: I can provide but did not want to make public - 12/30/2020 - Best Buy/UPS)
On December 30th, 2020, 4:50pm I reached out to contact Best Buy via chat support to figure out what in the heck is going on.  I have the ENTIRE chat saved, and by no thanks to Best Buy chat system/service.  Best Buy chat service says that it will email you a copy of the transcript at the end of the conversation.  This is the second time it has failed to do so.  Fortunately, I made sure to copy and paste the entire conversation, and email it to myself.  If you want a copy of that transcript from me, let me know and I will send it to you, but according to your reps it should already be saved in your system.  I was provided with a case number, a $30 E-gift card for the hassle, and told to take the system with the case number to any local Best Buy.  I made sure doing it the next day wasn't too soon, and she "Sharath" said it would be fine, that the systems would be updated in time with the case number. (12/30/2020 4:50pm - Rep: Jacob - Supervisor: Sharath - Case # I can provide but did not want to make public - Best Buy Chat Support)
On December 31st, 2020, I paid a visit to Best Buy @ Crabtree Valley Mall in Raleigh, NC.  I get in the Geek Squad line to execute the simple transaction I am told it will be by Sharath.  I get up to the window and speak with "Bakul", a GSP rep.  I began telling him I spoke with a chat agent who provided me a case number to give to him.  He says, rudely I might add, that he has no idea what I am talking about and that they can't see the case numbers that chat agents provide.  I am extremely shocked at what I am hearing after my conversation the previous night with Sharath.  I give information that Bakul asks for, like the original Plan ID for the PS4 purchased on 12/21/2018.  He looks up information and asks, "So the system in your hands that was shipped to you doesn't work?"  I said, "I wouldn't know it didn't ship with the power cord, I have no way to boot it up."  I am so frustrated he is even asking me questions like this after speaking with Sharath and how easy she told me this process would be.  The issue isn't the system I have in my hands, it's that I wasn't given what was promised to me by Taylor at the Cary, NC location.  The issue is now becoming everything that Sharath told me the previous night via text/chat was a lie.  I have now been lied to by 2 Best Buy employees at this point in less than 2 weeks, Taylor and Sharath.  I asked for a supervisor from Bakul at the Crabtree location.  He tells me to wait a moment and comes back with a gentleman in an Orange (Geek Squad Protection) hoodie.  Hands in the hoodie pockets, slouched, and very unprofessional, he doesn't introduce himself at all, he just says, "What's going on sir?".  I have to re-explain EVERYTHING to "Eddie" as I guess Bakul was incapable.  Eddie doesn't have an answer for me, tells me to hold a minute, and goes and walks off to a gentleman up front dressed in all black.  They talk for about 10 minutes and then Eddie goes and walks behind the GSP staging area.  He comes out about another 10 minutes later and says, "The case number that you're talking about is not closed and I can't do anything until it's closed."  I explain to him that the chat agent told me the case number is all I needed to supply and to bring in the console... that it appears the case CAN'T be closed without the help of the store.  Eddie chuckles and says, "I'm sorry dude I don't know what you want me to say I am telling you what you have to do, go back to the chat guys and ask them to close the case so then I can help you out".  At this point after he so loosely calls me "dude" and laughs at the situation, I ask for his name?  He replies, "Eddie".  I said, "You're the supervisor of Geek Squad?!"  I am very confused that someone so rude and unhelpful could be the supervisor.  He replies, "Well actually sir, no, I am a supervisor of the mobile department I am just over here trying to help out."  I said, "Well Bakul said that you were his supervisor and you have been portraying this entire time as if you were the GSP supervisor, so I was lied to by Bakul?"  He replies, "Well no sir, everyone here does a little bit of everything and so we all have knowledge of each of the departments."  I was heated and said, "You just told me you're not the supervisor of GSP and now you're telling me that you're the supervisor of everything... which is it?!  I have been lied to by Bakul the Crabtree Valley Mall GSP rep, Sharath a chat supervisor, and Taylor the Cary, NC store representative - at this point."  He replied, "I am sorry sir but I would just go home and speak with the chat agent again."  I  frustratedly grabbed the box with the PS4 in it and walked out of the store.  (12/30/2020 4:45pm - Rep: Bakul - "Supervisor": Eddie - Best Buy Crabtree Valley Mall, Raleigh, NC)
***I have now been lied to by 3 of your employees, one of which I can prove.*** (Saved chat transcript - Sharath - 12/30/2020)
On January 1st, 2021, I reached back out to chat support.  I did not reach out the evening of the 31st as obviously December 31st, 2020, was NYE and I was not going to hassle chat, phone customer service, or bother anyone else about this late night NYE... nor did I want to spend anymore of my time thinking about it on the holiday.  That being said, I waited till the 1st of January 2021 to contact chat support.  I was connected with Agent Beethoven F..  He asked for my full name and phone number.  I supplied both and asked to speak with a supervisor, specifically Sharath if possible.  He replied, "To speak with a supervisor, you may need to contact customer service at 1-888-237-8289."  I told him that only 2 days ago I used the chat option and was forwarded to a supervisor with no problem, I know it's possible.  He responds with the same response.  He apologized and said that as much as he wants to transfer me to a supervisor, he doesn't have that option.  I am heated.  But what else can I do, other than call the number like he says.  The store won't help, chat won't help... I have to call.  I do have this entire chat saved because again, I copied and pasted.  My request for the transcript to be emailed was never fulfilled.  So I am happy that yet again, I took the time and did my due diligence in saving the chat myself.  (1/1/2021 12:21pm - Rep: Beethoven F. - Best Buy Chat)
On January 1st, 2021, I made the call at 12:29pm to customer support.  I am connected with an agent named Gus.  I explain to Gus respectfully that I want to be connected to a Geek Squad Protection (GSP) supervisor without having to explain myself as I have been sent around in circles already, for the last 72 hours by Best Buy.  He says he understands but claims he MUST have some information before he can transfer me to a GSP supervisor.  I begin explaining the ENTIRE situation to him and he interrupts and transfers me.  I am connected with Chris/Kris sp? at or around 12:35pm.  I am notified that Chris is NOT a supervisor of any kind, that she is simply a customer support rep.  I said, "I was just told by Gus that I would be transferred to a GSP supervisor, so why am I speaking with you?"  She explained that she did not know why.  I explained to her I needed to be connected to a GSP supervisor.  She asks what is the issue about, I begin to explain.  She also interrupts me similar to Gus, cuts me off and transfers me.  I am then transferred to Tia, who works in the Billing Department.  I am extremely upset at this point!  
Please read the next paragraph for details on the conversation with Tia.  (1/1/2021 12:29-12:40ish pm - Rep: Gus - Rep:Chris/Kris? - Best Buy Phone Support)
On January 1st, 2021, I am transferred to Tia, from billing.  I explain to her that I should not have been transferred to her and that the previous 3 transfers have placed me in the wrong department.  She apologizes and says, "While you're here on the phone with me, do you mind if I try to help?"  Something about her sounds very sincere, so I continue with Tia.  I asked her, "Is this conversation recorded by Best Buy?"  She confirmed for me.  I said, "Are you 100% sure?"  She confirmed.  So I decided to tell her my story, from start to finish... just as I am telling you.  I explain EVERYTHING to her.  We are on the phone for a total of 1 hour, 17 minutes, and 33 seconds.  It was an extensive conversation and I trust that because it is recorded, you will go back and do your due diligence, and listen.  The just/summary of our conversation is that she listened but claimed she could do nothing to help me.  I would like to note that she did confirm and guarantee me that every single department in Best Buy has a supervisor and that she knows the chat department definitely has supervisors.  This would now make the 4th time I've been lied to by a Best Buy employee, this time being Beethoven F..  I can prove and have evidence of 2 out of 4 of these lies.  Tia provides me with a NEW case number and directs me to call back in 5 business days to figure out the status.  I tell her that due to the amount of times I've been lied to by Best Buy employees already, and due to the nature of the previous case number not doing me any good... that the option she provided me was not good enough and that I wanted it to be resolved today, right now... that I don't trust I will be called back.  She asked, "Well may I give you a call back today sir and speak with my supervisors?"  I replied, "No mam, that is not OK.  That option is not ideal either as I do not trust the system to receive a call back after being lied to so much already by you all.  I tell her that if she is going to put me on hold to give me an ETA of how long I will be on hold as I do not want the possibility of being hung up on.  She says, "OK let me put you on a brief hold to discuss with my supervisor, it should be just a few minutes, and I promise you sir, I will not hang up."  I am on hold for about 3-5 minutes and then BAM... the phone line disconnected and THEY HUNG UP ON ME!!!!  I have now been lied to for a 5th time by a Best Buy employee since 12/19/2020.  Go back and check your recording for all of it and you will see I am telling the truth about EVERYTHING!!!  (1/1/2021 1:46pm - New Case # I can provide but did not want to make public - Tia from Billing - Best Buy Phone Support)
So now, On January 1st, 2021 at 4:25pm I am emailing you.  I am emailing you with all of the details and all of the facts.  I have been lied to, been given poor service, and not received the products I was promised I would receive.  Is this how you do business?  Is this in any way ethical to you?  Does this seem like a way to continue business with someone who spends hundreds, if not thousands of dollars with you all a year?  Ultimately I want my brand new PS4 Pro just as I purchased in the store on 12/21/2018 in the retail packaging, with all new products as I purchased in the box.  Just like ANY other item I've purchased GSP for and used it.  (PS4's in the past, PSVR, and so much more!  Feel free to check your system.)  I walk in, provide the broken product, and am directed to go get the exact same one and check out with it at customer service.  I also then ALWAYS add on the protection again.  That being said I want the ability to re-add the GSP to the new PS4 Pro I am receiving.  I have loved the service of GSP and I praise it along with shopping at Best Buy to my friends and family.  But after this... after all of this.  I am unsure about my future with Best Buy.  I will wait to see the result and the reply from you.  I hope to hear back from you sooner than later.  Thank you for your time.  (1/1/2021 4:25pm - Best Buy Customer Care Email Addresses)
New Member
Posts: 7
Registered: ‎01-01-2021

Just confirming I did this correctly.

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!

Best Buy Employee
Posts: 2,169
Registered: ‎01-09-2015

Re: Just confirming I did this correctly.

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.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 7
Registered: ‎01-01-2021

Re: Just confirming I did this correctly.

Thanks for the quick response on this post.  I will wait a few more days for a response on the other post.  Thanks again.

Posts: 434
Topics: 21
Kudos: 86
Solutions: 29
Registered: ‎02-08-2019

Re: Just confirming I did this correctly.

Hello, wherswalser,


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.




Meg|Social Media Specialist | Best Buy® Corporate
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