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New Member
Posts: 2
Registered: ‎08-05-2019

File a complaint against Best Buy in general and local store in Concord, NH 03301

[ Edited ]

I purchased a Google Pixel 3a at the Concord, NH 03301 store for $399.99.  I did not buy a replacement plan.  Rep in store barely described and didn't mention anything in particular about this phone.  Today, 8/5/19, nine days later, I placed phone down on counter..placed..not dropped and screen cracked.  I immediately drove with my mother to local store and politely explained situation and asked if they could help.  Rep looked confused.  Assistant manager, who i was told his name was Shawn {removed per forum guidelines}, barely looked up..didn't take a moment to even listen and said are out of luck.  He was rude and not remotely concerned with me as a customer.  I then went to the Geek Squad desk.  A nice person, who i was told his name was Cameron, was nicer but essentially said Best Buy policies are non-negotiable and they simply won't discuss anything.  We didn't have replacement plan and that is end of story as far as they are concerned.  I spoke with him more..he told me you or they can't fix Android screens..its just not done..i also asked him to take a closer look and he could not find any point of impact or any other imperfections that would have been created if this phone had been dropped.  i asked if he had ever seen a phone screen cracked without being dropped and he mentioned sometimes/rarely from bending.  When I got home tonight, I googled and it looks like a lot of google pixel 3a phone screens are cracking because not made from sturdy "gorilla glass"..rather more basic glass.  Anyways, so appalled by the rudeness of the assistant manager and in general the complete lack of customer service.  Years ago, I had good experiences at Best Buy and this store but now its completely lacking in all. Won't shop there again.  To reiterate, my 9 day old phone had a cracked screen and they were unwilling to offer any help.  Your employees, let alone, on the manager level should not be allowed to treat customers with such a callous and insensitive manner.  This is why this store doesn't do well and just lost my business.  I would like to file a formal complaint.

Best Buy Employee
Posts: 2,239
Registered: ‎01-09-2015

Re: File a complaint against Best Buy in general and local store in Concord, NH 03301

Even when providing news that may be disappointing, the associates and leadership should always remain professional and polite. One of the exclusions to our return promise deals which damaged products, any physical damage makes them ineligible for returns even during the return period. As of this time, Geek Squad does not offer in store screen replacements for Google devices. It may be added at some point, But it is not currently available. As of now with Google devices Best Buy is only involved under our Geek Squad Protection plans, any warranty or repair service would need to go through Google. Their own warranty program does not cover damaged devices either, but if there is a known issue as you said it might be worth checking to see if they have issued a service bulletin for the issue.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 2
Registered: ‎08-05-2019

Re: File a complaint against Best Buy in general and local store in Concord, NH 03301

I appreciate your response. Yet I would add that what infuriated me the most was the rudeness of the assistant manager at Concord NH location. Also regarding phone..the details about how best buy won't even be able to or can offer help if something went wrong is not provided at point of sale. There is a significant lack of information that is provided by Best buy employees. So happy to take my money..not happy to keep device working..won't shop at this store again.
Posts: 5,703
Topics: 190
Kudos: 516
Solutions: 269
Registered: ‎08-21-2017

Re: File a complaint against Best Buy in general and local store in Concord, NH 03301

Hello, cjg47471,


Welcome to our community forums and thank you for taking the time to let us know about your experience at our Best Buy Concord location. I know that buying a new phone is a big deal so having it break so soon after purchasing it would be a surprise to say the least. We expect all of our store employees to act professionally so I would certainly like to take a closer look at your visit. Can you please provide some more information about your interaction with Shawn? I'd also like to document this here at our Corporate Campus. Can you please send me a private message with your:


Full name

Email address

Phone number


You can send me a private message by clicking the button at the bottom of my post. I look forward to hearing back from you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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