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Posts: 2
Registered: ‎10-27-2018
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Horrible customer service

I was told by a store employee over the phone to bring my broken tablet to the store and it would be replaced... the geek squad manager told me even though I had proof of purchase and another year on my warranty that covered EVERYTHING including human error that he would not replace the tablet and he was CHOOSING not to do an exchange that he had the authority to do... just very rude and mean about it and when I told him it was his employee that told me they could do it he said ‘it’s not MY employee’ ... well maybe the person doesn’t directly report to him, but the person was a Best Buy employee and he represented Best Buy and therefore was an employee... then he tried to blame a ‘call center’, again like it wasn’t his employee because it was a possible different location. No customer service skills, no goodwill, no pride in his job, just excuses and rudeness ... store location is in Everett MA. So unfortunate that I had this experience... I get all my cell phones and electronics at Best Buy as well as toys, movies, gift cards, etc. going forward my business will go to amazon and AT&T and target ... there are plenty of businesses that value loyal customers
Posts: 1,371
Topics: 4
Kudos: 147
Solutions: 75
Registered: ‎10-19-2017

Re: Horrible customer service

Hey Pamela3600,


Welcome to the forums and thanks for the post! It’s never ideal when you have one of your devices quit working, but I’ve certainly been in similarly disappointing situations. It doesn’t sound like you had the best experience in dealing with this. I’m sorry. 


Typically, we’d be unable to determine exactly what the options are with a device until it is looked at and I apologize that you were told otherwise. Once you brought the tablet in to the store, were they able to give you an exact reason as to why they were unable to help with the tablet? Additionally, may I ask what kind of issue it is that you’re having with it? 


Sincerely,
 

Luke|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎10-27-2018

Re: Horrible customer service

Hello Luke

 

Thank you for your message regarding my service experience at the Best Buy in Everett Ma. 

 

The item was the Amazon Fire Kids tablet... it comes with a 2 year warranty that covers EVERYTHING, including any type of human error or damage. I told the person who answered the phone this and he agreed with me and told me that I could come to the store and they would look up the manufacturer's warranty on my specific device for date of purchase at customer service and then give me a replacement tablet. 

 

The problem with the tablet was the charging port was broken or loose??? it stopped charging a week or so ago

 

But honestly my issue was with the way I was treated... the Geek Squad manager came over when the customer service employee wasn't sure what to do... he immediately told me i should have bought a Geek Squad warranty, which really doesn't make sense when the product comes with a full and unconditional warranty to cover any and all damage...he then made a point of telling me repeatedly 'I AM NOT WILLING TO DO AN EXCEPTION REFUND'... i had no idea what an exception refund was, and the fact that he kept saying over and over 'I AM NOT WILLING'... like it was his choice and he decided who he would provide good customer service to and who he wouldn't... I finally had to ask him what an exception refund was and he told me 'you are returning something you used for a year, that's an exception'... well, I didn't change my mind after a year, the tablet broke and was covered by a warranty... not exactly the same thing... 

Posts: 1,371
Topics: 4
Kudos: 147
Solutions: 75
Registered: ‎10-19-2017

Re: Horrible customer service

Hey Pamela3600,


Thanks for that additional information! It sounds like the root of the problem lies in the difference between the manufacturer’s warranty and a Geek Squad Protection Plan. 


Amazon Fire Kids tablets do indeed come with a manufacturer’s warranty. As the name implies, however, this would be fulfilled through the manufacturer and is not something we are able to process at Best Buy due to it not being a Geek Squad Protection Plan. You have my sincere apologies that this expectation was not made clear on the phone as we certainly wouldn’t want to over-promise what we’re able to offer for our customers.


It sounds like overall this wasn’t properly explained, even once you arrived at the store and for that I’m very sorry. I appreciate that you shared this experience you had at our Everett location with us as we’re always looking for feedback that allows us to provide a better experience for our customers. 


Best,
 

Luke|Social Media Specialist | Best Buy® Corporate
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