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New Member
Posts: 2
Registered: ‎12-25-2019

Store purchase and new employee needing to look good!

I am writing to find out how to file a formal complaint against Best Buy. I purchased a router from them in August.and the sale person was really forward in telling me how to get my current service cut off and use the router from best buy. I bought the router but the sales person was new. I went home and called ATT and told them that I needed to get the current router turned off because I have my own. I was told by ATT that they could not do that. After about twent minutes I gave up. I waited a week and went back in the store to return the router. The same sales person came to me and told that if I return the router I was crazy, that I got it at a very good price and that I needed to go back and make ATT turn off their router and use the one I got from best buy. Again I went home and called ATT and they told me the same thing. In fact what they did was extend the wireless service and so I didn't need the router. I had placed the router in my a corner of my bedroom. I have been going to my oncologist and failed to meet the deadline to return the router but I was never told that there was a deabline only that I could keep it and make up my mind. Remember I went in and tried to return the router but was talked out of it. When I did go in the store I was told that I could not get a refund and I could not get a store credit. I have an item that I really didn't need and was talked out of returning. I think the new person wanted to make an impression and I was the target. Neverthelessl I need help in getting some type of satifaction. I am a cancer stem cell patient and need all the money I can get. I don't have money to just sit around and I really don't like the fact that there are people that will do and say anything to get you to spend your money on items that you don't need. I was able to talk to a manager in the store but could not reach the manager of the store. I NEED HELP!  

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Best Buy Employee
Posts: 1,919
Registered: ‎01-09-2015

Re: Store purchase and new employee needing to look good!

Both the employee and AT&T seem to be wrong here. AT&T does not turn of the router function of their all in one modem/router/gateway devices, so the best you can do is disable the wireless broadcasting (user menu accessible). This step cannot be done if using their wireless U-verse boxes. If you have hardwired boxes or no U-verse at all, disabling the wireless causes no negative effects.

As for AT&T, if they did not come out to your home and install additional hardware then they didn’t do anything truly worthwhile to extend the range of your wireless signals. I would place any router of $100 or more well ahead of the one that AT&T provides. While not horrible, they are far from ideal. After turning off the WiFi on the AT&T router, it is usually as simple as plugging in the new router to provide better WiFi coverage with higher speeds.

While it is possible to do returns outside of the return period, this is going to be the decision of the leadership in the store you visited. Typically the manager on duty follows the direction of the store’s General Manager, including if/when exceptions are to be made. The moderators may be able to help get you in contact with the local leaders, but outside of the return policy the local leaders are the decision makers.
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***
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Valued Contributor
Posts: 1,714
Registered: ‎02-07-2011

Re: Store purchase and new employee needing to look good!

Interesting. Mediacom our area cable internet provider, does turn off the wifi part of thier modem if requested. I wonder wonder why AT&t cant with thier dsl.
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New Member
Posts: 2
Registered: ‎12-25-2019

Re: Store purchase and new employee needing to look good!

I have tried several times to reach the store overall manger but no one answers the phone when you call the store. I have also gone in the store only to be told that the store manager was not workng on that day. I need help in reaching someone. Althought this may not be a larger amount of money for you but it will pay for more medicine for me. What can I do to get help? If there is a better way to contact the store manager then please help me get the manager contact me. Do you think I need t contact the better business bureau to get help?   

 

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Posts: 12,468
Topics: 201
Kudos: 426
Blog Posts: 21
Solutions: 616
Registered: ‎01-03-2013

Re: Store purchase and new employee needing to look good!

Hello, kennedyweisus, 

 

Welcome to the forum, and thank you for connecting with us regarding your experience attempting to return a router you purchased in August. It sounds like you've received some mix information, which would leave me confused as well and seeking a solution. In many cases, you have the option of providing your own compatible equipment for your internet service, which many people prefer. 

 

I understand you had trouble getting this router to work with your service from AT&T though, and that you visited the store much earlier with intentions of returning the device, but it was recommended you try again to get things to work. While I can assure you there was no malicious intent here, I can also see this wasn't the smooth experience you hoped for or that we strive to provide. Under our Return & Exchange Promise though, this router would be well beyond our return or exchange period, so the options available would be limited. 

I would be delighted to further review this with you, so I am sending you a private message. Please keep an eye on your inbox in the top right corner of the page. 

 

Sincerely,

Tasha|Social Media Specialist | Best Buy® Corporate
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