Best Buy Store Purchase

[User1026853]

Hello,

I'm a BB "elite" member for the past few years and a BB customer for much longer.  Today I went to the Union City CA store and purchased the Blu-ray of Tenent and some tech on an impulse (I was looking for a TV Stand/TV but couldn't find what I wanted).  I paid for my good and headed home. 

The Tenent BR-DVD box had a small incision on the side, about 4 inches long. I didnt think anything of it (unfortunately).  Opened the box to come find out the digital product code was stolen out of the box. NBD, I got back in my car and headed out to Milpitas store.

At the kiosk I knew someone was off as the person didn't ask for my phone number or receipt.  They kept stairing at the box after I advised them what had occured.  They turned around and went to a shift supervisor (assumptively) as they debated if I needed to activate the DVD via a bar-code that was non-existent.  After some 2 odd minute debate, the associate came back and told me that the company "Probably forgot to put a code in" and I should contact them instead.  I told them that was an inconvencience and I wanted to return the product instead (as I was rather annoyed at the entire experience).  The associate told me that BB cannot do that as it "BB would get fined if they were caught taking back open DVDs".  I looked at the associate and said this is the hill we're going to die on? He advised me he cant do anything for me. I left and filed a complaint w/AMEX.

OK so

1. The cost is not the problem, nor my focal point
2. I come to BB and expect customer service, I can order the same movie and at the same price on amazon or any other etailer.
3. Not at a single point did this person offer me a single solution to assist me as a customer.
4. I've come to realize your "elite" membership is worthless - no benefits sans "come spend more money here".  I was really thinking with scalping shortages of hot tech, BB would've stepped up their game and giving priority queue to elite members to justify the travel.
5. If you are not there to assist me as a customer,  provide me no solutions, and give me any customer service. Instead point out how inconvenient it is for you to take a product back and how I need to jump more hoops, what is the point of your business model?
6. You have lost me as a customer over $14.99, the most nonsensical of scenarios.  This apathy remindes me of Circuit City/Nobody Beats the Wiz's final years.

Regards,

Ron

[hockeycanuckjc Community Veteran]

Hey south bay neighbor! I am in the East Bay myself! Union City is my hometown Best Buy! Small World!

The return policy states you can exchange this item for the like item if it's been opened. Sometimes a manufacturing defect happens with the code not in the box. You should be able to take this to your store and get it sorted with a new one. I am not sure about any fines a store would occur on a return. You are not returning an item so to speak, you are exchangng.

Also manufacturers do have customer support for DVD Discs and can assist with replacing the code if you did not receive one. They usually require proof of purchase and so forth but it should be able to be resolved fairly quickly. With that in mind, Best Buy mods should be able to help you with this.

You can wait for their reply but please be aware that it may take some time for a reply due to volume of posts on these forums. Also worth a try, another Best Buy store to see if they can handle it.

[User1026853]

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@hockeycanuckjc wrote:

Hey south bay neighbor! I am in the East Bay myself! Union City is my hometown Best Buy! Small World!

The return policy states you can exchange this item for the like item if it's been opened. Sometimes a manufacturing defect happens with the code not in the box. You should be able to take this to your store and get it sorted with a new one. I am not sure about any fines a store would occur on a return. You are not returning an item so to speak, you are exchangng.

Also manufacturers do have customer support for DVD Discs and can assist with replacing the code if you did not receive one. They usually require proof of purchase and so forth but it should be able to be resolved fairly quickly. With that in mind, Best Buy mods should be able to help you with this.

You can wait for their reply but please be aware that it may take some time for a reply due to volume of posts on these forums. Also worth a try, another Best Buy store to see if they can handle it.

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Heyooo! Just to be clear, its the brutal lack of not caring that set me off to write this.  Even if they violated their own policies,the willingess to push a careless agenda on the customer for a very low-value item to me tells me they are faring much worse on larger ticket items.  The lack of basic communication tools from BB (e.g. an email) shows they push the noise away.

How I'm seeing things:

Contact the mfg: Additional inconvenience that I shouldn't need to do unless an item is out of warrant

Go to another store: Additional time needed to go out of my way because of the lack of service

What I envision the ideal scenario to be: "Hi welcome to BB, may I have your account info? I see youre a rewards customer <name>, thanks for your business. How may I help you today?"

[Allison-BBY Social Media Specialist]

Hello, User1026853, and welcome to our online community!

Thank you for posting on our forum and for being an Elite Plus member with us. I know there are a lot of buying options out there lately, and we truly appreciate you continuing to choose Best Buy for all your tech needs. That said, I hate to hear about the experience you had when searching for support at your local store. This is far from what we want for our customers, and I'm sorry a simple solution wasn't presented to you and handled right away.

I'd like the chance to follow up on this, offer any assistance you may still need, and document your feedback in our corporate system. To start, please send me a private message including your full name, email, phone number, and customer service PIN located at the bottom of your purchase receipt from the Union City transaction.

Happy to help,