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New Member
Posts: 4
Registered: ‎09-06-2019

Refusal for an exchange

Hello, my name is Andrew I recently (yesterday) made a purchase at your Boynton Beach #808 location with the help of Diana in the WiFi and networking department (she was great by the way). Unfortunately today while installing the product with a Comcast representative in my home the modem router would power on. After reaching out to Netgear and troubleshooting with them they recommended I exchange the product. When I came to the store this evening to exchange the product it was discovered that the serial number did not match to the box. I’m not sure how that could have happened. After speaking with both Dale and then Andres, Andres decided to not honor the exchange. Although I certainly understand policy I believe this is the wrong decision. In the past I have spent a decent amount of money with you guys and have returned or exchanged very little. A CAT Ethernet cord I returned a year or so back I believe. I can only give you my word that I have done nothing to alter the product or try to do a faulty exchange. My hope is that clearer heads will prevail and we can come to a resolution on my situation. I am a Best Buy Elite member and have already spent over 3,000 dollars at this store this year alone. I say that not to sound special but to hopefully ease any concerns of being fraudulent. If someone could please attempt to help me find a resolution that would be greatly appreciated.
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Regular Contributor
Posts: 862
Registered: ‎02-07-2011

Re: Refusal for an exchange

I really hope the moderators can help you out. It's not often I get to read a well thought out post with a reasonable request. Not entitled or wanting revenge on an employee for following the rules, no exaggerations, its PERFECT! Dont get me wrong the other posts are definitely entertaining, but I seldom root for the poster for a positive outcome Smiley Happy
New Member
Posts: 4
Registered: ‎09-06-2019

Re: Refusal for an exchange

I appreciate that. It’s been a tad frustrating to say the least but stuff happens. I’m believing it will work out in the end. Thanks again for responding.
New Member
Posts: 4
Registered: ‎09-06-2019

Re: Refusal for an exchange

So is there anything else I can do to get a response? I’ve emailed the general manager of the store but haven’t heard back. I can’t get anyone on the phone either. Any suggestions?
Geek Squad Agent
Posts: 3,401
Registered: ‎03-20-2012

Re: Refusal for an exchange

Not sure why you're not getting a response from either the GM of the store or the phones.  I'd recommend sitting tight for a moderator to stop by and take a closer look into this for you.  They should be able to work with a leader at the location to dig a little deeper! 

 

Thank you for your patience until one has a chance to swing by!

I am a CAR Geek Squad Autotech, 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***
Was the question answered click solution and kudos the post?!
New Member
Posts: 4
Registered: ‎09-06-2019

Re: Refusal for an exchange

Awesome, thank you. The GM just got back with me. I’ll keep you guys posted.
Posts: 3,219
Topics: 50
Kudos: 232
Solutions: 172
Registered: ‎08-21-2017

Re: Refusal for an exchange

Hi there, Andrew,

 

Welcome to our community forums and taking the time to let us about your experience with this product. I can imagine you don't have several modems or routers around your home so can understand your surprise to hear that the serial number didn't match when trying to process an exchange. Have you been able to get assistance with this since your last post? Please let us know, we're happy to see how we can help!

AndrewB|Social Media Specialist | Best Buy® Corporate
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