10-23-2020 11:51 PM
First, I am learning English, so my English is not good. I bought a Philips HX6921/04 electric toothbrush from your company’s store in Flushing, Queens, New York on Black Friday last year. Unfortunately, the toothbrush broke yesterday. I can’t work and charge normally. I tried to go to the official Philips website to apply for repair, but I couldn’t find this model on the website, so I couldn’t complete it online. I called Philips customer service, but because of my poor English, they could not solve it Problem, so Philips customer service asked me to go to the store where I bought it for help. This is why I asked you. When I went to the store and told the clerk about the problem and provided pictures for help, your clerk refused my request. The store manager also refused my request for help, which is crazy! When I was living in China, I ran 3 electrical appliances stores. When my customers encountered problems, we would help to solve them. This is the most basic way of business. However, today you ruthlessly rejected me! I have never seen such an electrical distributor, never! So I threw my toothbrushing in your shop angrily, it's too bad!
10-25-2020 10:38 AM
10-29-2020 07:03 PM
Welcome to the Best Buy Forum! Thanks for making your first post.
It can be frustrating when the tech we rely on isn't working. I can understand wanting to get your toothbrush back up and running.
Best Buy offers customers support options outside of the manufacturer's warranty through service plans, such as Geek Squad Protection. For items that are outside of the return and exchange period, a service plan may be required to have a device serviced or replaced. I apologize for any confusion that occurred that left you with a different impression of your options.
Philips offers a two-year manufacturer's warranty on their toothbrushes. I was able to find a support page for the model you mentioned, and I would recommend checking it out to review some troubleshooting tips and options for support under your warranty. There is also information there on how to connect with support over phone or chat.
If there is any additional information that I can help you find, please let me know.