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Posts: 2
Registered: ‎10-16-2017
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Gift Card for iPhone activation denied

During the past week (10-11-17), I purchased and activated an iPhone 8 plus at a Best Buy Mobile in the Treasure Coast Mall (Stuart, FL).  Previous to my visit there I received an email from Best Buy denoting a $100.00 gift card was available for such purchase and activation.  I informed the sales associate there of this but I did not have it in my possession and could not find the email on my phone at that time.  I asked if I could bring it back after the purchase.  I was informed to bring it in.  I made the purchase and the activation on the Verizon network as was one of the qualifying components of receiving the gift card.  The qualifying period was 10-3-17 to 10-14-17. 
 
On Friday, 10-13-17, I presented the coupon and my receipt to the Best Buy main store in Stuart, FL.  The associate said the only way to honor this offer was for me to return the phone, pay a restocking fee, and buy a new phone.  This would have resulted in much inconvenience, extra time, and would have resulted in a net loss to me of the restocking fee and a new activation fee.  I asked to see a manager.  The associate left and returned (without the manager coming to see me personally) and confirmed his original response.  I left unhappy about this poor customer service.  The manager should have seen me in person.
 
I am disappointed by the inaction of the store manager and in the refusal to honor the terms of the offer which should have been honored even if after the fact as in honoring price matches, etc. 
 
I appreciate any assistance you may provide in this matter.  Thank you.
Posts: 8,966
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Registered: ‎09-29-2008

Re: Gift Card for iPhone activation denied

Hey waydago,

 

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.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎10-16-2017

Re: Gift Card for iPhone activation denied

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. 

Posts: 8,966
Topics: 83
Kudos: 317
Blog Posts: 47
Solutions: 360
Registered: ‎09-29-2008

Re: Gift Card for iPhone activation denied

Hey waydago,

 

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.

 

I am sending you a private message with additional information. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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