10-16-2017 12:59 PM
Solved! Go to Solution.
10-17-2017 03:45 PM
Welcome to our forum, and I am sorry if this store was not able easily honor this coupon. The store was correct that this coupon can only be used at the time the qualifying phone is purchased, and were also accurate in their description of what would need to be done for you to take advantage of this offer.
10-18-2017 08:22 AM
Thank you for your reply. I should have expected that an answer such as received would come from a corporate representative. This answer is unacceptable to me. It is why corporate Best Buy hides from really addressing such issues. Phone call? Forget it trying to get through a maze of button pushing and wait times. Email to corporate? Please tell me how to reach someone. In my opinion addressing customer service issues through “forums” leads to no solutions. It provides a means to vent. Nothing else.
The only acceptable answer is to get down to the business of customer service—please the customer. It seems from reviews I’ve read that Best Buy is pretty poor at this aspect of business. The fact that my coupon was presented after the sale, but within the time frame stated (as was the sale), it should be treated with some common sense instead of the “Must” do such and such. Returning an item, paying a restocking fee (and in this case another phone activation fee) to take adavantage of this offer, is beyond reasonable. Not only for me but for Best Buy. All it would take is someone to issue a gift card as spelled out in the offer. Best Buy would not be harmed financially in any way as this same award would have been made if only the timing was “right”. It should be very similar to providing a price match refund when an item is found lower somewhere else within an allotted time.
And the the fact that the manager of this store was lax in his duty to confront me directly when I asked to speak to a manager is unacceptable. That is if the associate even did address this with him/her. If he didn’t that is even more unacceptable.
My problem is not solved. Not pleased.
10-18-2017 11:08 AM
I actually work at our corporate headquarters, but to be truthful the vast majority people that work here are not customer facing positions. That is why there is no direct contact information other than our main switchboard number. The corporate switchboard merely transfers calls, and would only transfer a call to someone who works here if that person had the first and last name of the person who works here.
I agree completely that we should be doing our best to satisfy our customers when possible, but to be honest it is not always possible to get a customer what they are asking of us in the way they are asking us to do it. Could the store have given you a $100 gift card without you returning and repurchasing the phone? Of course they could have, but that $100 would be at full cost to them; if they did this for every customer they would be out quite a lot of money.
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