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Posts: 1
Registered: ‎02-11-2019

Cell Phone Complaint

I purchased an iPhone for my wife at Best Buy in Torrance, California on February 8, 2019.  The screen on the iPhone that we bought 2 years ago from the same store stopped working properly and we were told by the Best Buy sales people that the screen needed to be replaced and it would make more sense to buy a new phone than to repair the old phone.


We bought the new phone from Kris, the manager of the cell phone department.  Kris set up the new phone for us copying all of the information from the old phone.  He was distracted trying to wait on multiple other customers while setting up our new phone.


When we got home we noticed that over 40 of the apps from the old phone were not on the new phone.  Also the new phone would process email because it claimed that there wasn’t enough space available on the phone.  The phone was only using about 20% of the available space at that time.


I attempted to call the store and chat with Kris about this problem and determine the best way to fix the problems.  It took 30 minutes for somebody to answer the phone at the store.  I asked to speak to Kris and was told that he was with a customer and he would call me back.  That was at about 3:00pm on February 8th.  I have not yet heard from Kris.


After many hours of frustration trying to figure out how to finish the job that Kris should have done I gave up and erased everything from the new phone and followed instructions that I found on the internet to get the phone working.


I will be upgrading my iPhone in the future but it will not be at Best Buy.


My biggest frustration is that there seems to be no way for me to communicate this information to corporate Best Buy.  Their website has no “contact” that would allow me to communicate with a Best Buy corporate individual.  I would very much appreciate any help that anybody could give me regarding how to contact Best Buy corporate offices.

Posts: 4,167
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Registered: ‎11-29-2016

Re: Cell Phone Complaint

Good afternoon, complaintgn,


Although I wish your visit to our forums were under more fortunate circumstances, I do appreciate you taking the time to share your experience with us.  Our Support Forums are moderated out of our Corporate Headquarters here in Richfield, MN, so you’ve certainly come to the right place to share your feedback.


Regardless of the reason for your visit, we hope our customers will always have a positive experience when shopping with us.  From what you’ve described, it sounds like your experience with Kris at our Torrance, CA location ended on a sour note, and I regret to hear this led to additional work on your part to get your phone properly set up.


We take feedback like this very seriously here at Best Buy, and I’ll be forwarding your insights to the appropriate leadership at our Torrance, CA location, to make sure they’re able to address any coaching or training opportunities that may present themselves. 


I realize this experience has led you to question your future with Best Buy, but I do hope you’ll consider shopping with us again, so we might provide you a better experience in the future.


Thanks for posting,

SeanM|Social Media Specialist | Best Buy® Corporate
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