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Registered: ‎02-15-2020

Exchange denied

I purchased Canon EF 70-200mm F/2.8L III USM from Best buy located at the RIM (17414 La Cantera Pkwy #106, San Antonio, TX 78257) on 02/14/2020.


I went home and checked the product was not working, tried calling canon to see if they can help resolve the issue, but there was no response from them. Then I noticed the lens version was also incorrect, the product inside the box was EF 70-200mm F/2.8L USM not the mark 3 I purchased.


On 02/15/2020 i tired to exchange the product to Best Buy at The RIM, I explained them the product was not working and it is incorrect version, but the store manager refused to exchange it and was asking me to sort it out with Canon. I had the store manager call the Best buy customer service, I spoke to the customer service and explained them the situation they told me the store should excahnge the product, and spoke to the Manager as well. After the call store manager again refused to exchange the product, and keep on insisting I should ask Canon for exchange.


I spent $2000 on the lens and the response from the manager and Bestbuy store at the Rim was not at all helpful.


On suggestion from my friend I went to another Best buy store at La Plaza Del Norte, they were able to exchange the lens for me.

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Registered: ‎09-29-2008

Re: Exchange denied

Welcome to our community, prady1126.


I'm happy to hear that your exchange was successfully completed. 


But that being said, encountering complications trying to make a return is frustrating at best. I've certainly had it happen too, but blissfully infrequently. I regret that you were put through having your return declined and not having success in it at our La Cantera location even after speaking with a customer service agent by phone. Certainly it is never our goal to create ill will with our customers as that serves neither you nor us and I apologize for that having been the apparent result.


Please know I am grateful you took the time to write to us with your feedback on this experience. Best Buy cannot hope to improve in meaningful ways without the input of our valued customers like you.

John|Social Media Specialist | Best Buy® Corporate
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