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New Member
Posts: 9
Registered: ‎03-09-2019

Best Buy and The JemJem Scam.

JemJem and the Best Buy Scam.

 

I have been a loyal Apple computer user/owner for over 25 years, I have converted many of my friends and recommend their devices as if I worked for the company, When Best Buy started selling Apple computers I thought this was a good way for more people to buy an Apple, noting the Best Buy 18 months no interest policy.   So recently when I purchased a pre-owned/refurbished Apple computer on the Best Buy website, I thought that I was making a smart and secure purchase, this being the first refurbished computer I had ever bought and saving myself close to $1800.00 seemed like a good idea.  Little did I know that Best Buy, would wash their hands to the purchase and pawn me off on the third party (JemJem) who refurbished the computer if and when an issue occurred. 

The following is a story that will confound you and make you wonder if anyone at JemJem has ever held any responsibility at any job ever, and make you wonder how this company could be so incredibly bad at customer service, buckle up its a hell of a ride.   The computer in question was purchased on December 16, 2018, right before Christmas, the thought was, over Christmas when work is slow, I could transfer all of my data, run tests on the refurbished computer and pretty much feel secure that moving forward I had a good machine.  The computer arrived on time and nicely packed.  It had one small dead pixel on the screen, but nothing I was going to really worry about.  I ran diagnostics and called apple for advice on making sure the computer was in good condition.  The computer passed every test, however… It was discovered while talking to Apple support that the computer was not properly erased and returned to factory settings, in fact the previous owner was still the registered user.  Apple warned me that this is generally not good, as I would not be able to register the computer in my name and if for any reason the computer was reported stolen or lost and by chance I had sent it to Apple for service they could confiscate it.  Upon learning this I contacted Best Buy, who immediately informed me that there was nothing they could do, and I would need to contact the 3rd party JemJem, I explained that in my humble opinion, I purchased from Best Buy, and they should handle it, but again Best Buy refused.  I then contacted JemJem and asked what they could do.  They suggested I return the computer and they would send me another one, time frame estimate was 7-10 business days.  This to me didn’t seem fair, I did nothing wrong and they want me to be without a computer for 7-10 business days, and the possibility that the next computer could have an issue as well made me additionally concerned.  I made several pleas for alternative of quicker options and I was met with one word…NO.  So I went back to Best Buy to explain my situation, Best Buy suggested I take it to the local Best Buy store and they could fix it.  I was thrilled, so I took the time to go to the store, where they kinda laughed and said there was nothing they could do, that the phone support had basically lied to me.  So I went home and called Best Buy Support again, I was escalated to a supervisor who gave me a case number and suggested that with that Best Buy would replace the computer.  So I went back to the store to find out I had been lied to again.  I then met the store manager who explained the situation and suggested I could buy an open box laptop for $3000.00, which I could use for the time while my refurbished computer was being swapped out.  I commenced with this program and figured it was the best case scenario.  In the mean time I made several attempts to work things out with JemJem even suggesting they could send a computer to Best Buy and at the store we could verify that it was in good working order, again JemJem had one answer…NO.  In the mean time I was on a job that didn’t really allow me the free time to deal with this, when the job ended, I went with this plan and on the 7th  of Feb. I bought the open box computer from Best Buy and sent the refurbished computer back to JemJem on Feb 9th with specific instructions on where to mail it back 3 different ways, email, written document and voice, because I was in a different state from the original shipment.  I also made a specific request for an update on shipping.   I know what you’re thinking and you can see where this is going.  And so it was on February 16th I was notified by my rental manager that a box had arrived for me some 3 states away.  I called JemJem to inquire what went wrong, this took more than a day to get through to a customer service rep who could actually get me answers and to suss out the situation, I was met with indignant response and complete disinterest in fixing the issue.  After several calls, I finally reached a phone rep who gave me the time of day and researched the issue and agreed that in fact I sent proper instructions for shipment, they apologized and stated he would send a computer asap.  This was on Wednesday Feb 20, the  replacement computer arrived Friday Feb 22 I immediately fired it up to run diagnostics, but the computer refused to boot up.  I spoke with Apple tech support who tried helping to trouble shoot.  The computer seemed to have hardware issues, so we set it up for Internet recovery overnight.  15 Hours later the computer still had not booted and Apple recommended I send the computer back.  I contacted JemJem on that Saturday Feb 23, which is very difficult to connect with a human since they are grossly understaffed, I told them I need to send the latest defective computer back.  The customer service rep wanted to see about trouble shooting the issue with no skill set to do so, I insisted the computer was defective as verified by Apple tech support. The customer support sent me shipping instruction and an RMA but no shipping label, I though that was odd, but wanted to get on with my day, drop the computer at UPS and move on.  At UPS they informed me that it’s pretty standard with RMA to have a shipping label.  I tried to contact JemJem from the UPS store with no luck, so I paid the $11.00 for shipping.  3 hours later JemJem responded with a label and no answer as to why it wasn’t sent, other than utter incompetence. 

I contacted JemJem on Feb 25th and 26th inquiring about the broken computer I sent back.  They said they had yet to receive it.  I was in Atlanta working so I had to wait until that Friday March 1st to follow up again.  On Friday March 1st, I tracked the package and determined that it was delivered by UPS to the proper address for JemJem on Feb 26th.  As of March 1st, JemJem had no record of the return.  On Saturday March 2nd, I had to go back to my local Best Buy store to return and buy again the opened box computer which I purchased in the mean time, I had reached my 30 day return window.  I had to pay out an additional $500.00 on my credit card to purchase this the first time, I returned the item and my Credit card was supposedly credited, now 7 days later that credit is not showing on my bill.  Since I had to repurchase the computer, I then charged $500.00 to my debit card, now I am technically out $1000.00 while Best buy ignores the issue, drags their feet and pawns this whole issue off on me and anyone but their own incompetence and disinterest.  On the following Monday, March 4th and every day after I had to call JemJem to get updates.  Note the entire time JemJem has NEVER once offered assistance with any issue nor followed up as I have requested information or any remedy to resolve these issues.  On Wednesday March 6th, I reported the issue to UPS as well as the local Police in Costa Mesa California, that in fact a theft or fraud may have taken place.  JemJem did nothing.

I also followed up with Apple Computer, only  to find out that JemJem is NOT AN AUTHORIZED APPLE RESELLER, yet Best Buy is an Authorized Apple seller of goods, which makes me wonder if Best Buy is breaking their contract with Apple by doing business and defrauding their customers by doing business with JemJem a NON AUTHORIZED APPLE RESELLER?  After all I purchased a refurbished computer through Best Buy, because they have a contract to sell Apple Goods and therefore I would assume would only be doing business with a reputable company.  Apparently I was wrong? 

  By Friday March 8th, JemJem still did nothing and claims the package was never delivered, but based on my experience for the last 2 months my gut says JemJem has actually misplaced the item and is doing nothing at all to resolve this issue, claiming everyone else must have done something wrong, including UPS and me.  That JemJem is somehow absolved. 

I know this is a first world problem  and I may sound like a complainer, but generally the way commerce works, is you buy a product and you get it, if it is defective the supplier generally replaces or refunds it.  I am now close to 3 months into this.  Best Buy management doesn’t care, JemJem is completely dysfunctional and useless through this whole process, it has disrupted my work and personal life.  I have spent now an additional estimated $1200.00 out of pocket and $$2000.00 on Best Buy credit an estimated total of $3200.00 to resolve this issue, Best Buy corporate or management has done NOTHING!  JemJem has only caused more problems.  And I ask Why? 

In closing I am happy to publish this experience to as many outlets as I can find.  I will also befiling a claim in court against JemJem and possibly Best Buy for fraud.  I will be following up with local police by Monday March 11th.  I have reported this issue to The BBB, and any online feedback site I can find, since Best Buy and JemJem refuse to address and resolve this issue you have given me no option.  At this point, it seems JemJem has stolen the computer and Best Buy doesn’t care, because perhaps they are committing fraud.

Posts: 162
Topics: 10
Kudos: 43
Solutions: 11
Registered: ‎10-19-2017

Re: Best Buy and The JemJem Scam.

Greetings, JimmyMatlosz!

 

Welcome to our Best Buy Forum community!

 

We know a lot of thought went in to finding the perfect computer to meet your needs, so we greatly appreciate that you decided to make your purchase with us. That said, the experience you described is far from the one we intended to provide when you first placed your order. 

 

I can certainly understand your excitement when you came across a refurbished Apple computer that could fit your budget and qualify for 18 month no interest financing, so it's disappointing to learn that initial excitement instead turned to stress. Our goal is to provide products and service that can improve the lives of our customers. As someone who uses a computer daily for my job, I can understand how being told you'd need to go without a computer for days before receiving a replacement would not be a reflection of that value. Thank you for sharing this feedback with us so we can use it to provide a better customer experience moving forward.

 

For me to best assist, using the “Private Message” option in my signature send a message including the following:

  • Full name
  • Phone number
  • Email
  • Order number
  • What solution you are hoping for.

Although I can’t make any guarantees regarding the solution, I would be happy to look in to this and see what options are available to turn this experience around.

 

Regarding your comment about taking us to court, while it is within your rights to retain legal counsel, please know that may prevent us from being able to continue with our efforts to assist you through traditional customer service channels. If you would like us to continue to give us the chance to try and assist, please let us know and I would be delighted to continue our conversation.

 

Sincerely,

Elle|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 9
Registered: ‎03-09-2019

Re: Best Buy and The JemJem Scam.

in a word  NO!!  I have been completely jacked around ignored and put out to pasture by every customer service rep at best Buy,  its a complete and utter catastrophe.  To say Best Buy's customer service is in shambles is an understatement.  No follow up no follow through.   Today I made an effort to contact best buy for over 2 hours,  The store I frequent,  The call would not go through, it rang endlessly or I was transferered to hold, then I was disconnected several times,  what is wrong with you people!?  I still dont have a functioning computer from this third party criminal organization which Best Buy pawned me off on called JemJem  I am floating closer to $3200 in the interim to have a functioning computer until someone gives a hoot.  I have cash laid out and credit laid out , credit which was  due to be returned a number of days ago.  

Best Buy is turning into a complete and utter  disaster, calamity, cataclysm, holocaust, havoc, ruin, ruination, tragedy; adversity, blight, trouble, trial, tribulation.  an insult to business and common sense a sham a scam bordering on criminal and criminal negligence.  

 

Hows that?  

Id say please contact me,  but I think hell will solid before anyone from BB give two cents.  

Posts: 162
Topics: 10
Kudos: 43
Solutions: 11
Registered: ‎10-19-2017

Re: Best Buy and The JemJem Scam.

Good morning, JimmyMatlosz,

 

As I mentioned earlier on Facebook, one of our Executive Support Specialists is looking in to your concerns and will be in contact at their earliest convenience. Please continue to work with them towards a resolution. Thank you.

 

Regards,

 

Elle|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 9
Registered: ‎03-09-2019

Re: Best Buy and The JemJem Scam.

NOPE  Best Buy and UPS are neck and Neck with absolute disfunction, dropped calls and complacency  I have called the supposed specialist 20 plus times sent numberous emails and yet NO response.  At this point I am now out an estimated $4500  for a computer purchase of $1200  its been 3 months and I still dont have a functioning computer, I also have a refund which is missing and nothing but voice mail incompetence and negligence on the part of Best Buy. 

 

So NO  this isnt even close to being resolved.  in fact it is getting worse due to lack of cooperation and basic skills on teh part of best buy

 

Thanks for pawning me off like everyone else does.  shows what best buy has become.

 

enjoy the latte.

 

 

New Member
Posts: 9
Registered: ‎03-09-2019

Re: Best Buy and The JemJem Scam.

So what this is coming down to is Best Buy is actively working with a company called JemJem which is a criminal oprganization, first by saying that UPS didnt deliver a product when UPS has irrefutable proof, secondly Jemjem is NOT an authorized Apple reseller, yet Best Buy, is choosing to do business with them and ignore the coveted contract they have with Apple and abuse the relationship through false advertising.  Best Buy has been made none, zero no attempt to remedy the issue with JemJem.  They have avoided dealing with this and at this point best buy is truly and absolutely guilty of fraud.

 

 

Posts: 296
Topics: 13
Kudos: 69
Solutions: 13
Registered: ‎11-23-2018

Re: Best Buy and The JemJem Scam.

JimmyMatlosz,

 

I can see you're in touch with Jessica through Facebook as well regarding your case. Please continue communication with her there. 

 

Thank you,

 

Allison|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 9
Registered: ‎03-09-2019

Re: Best Buy and The JemJem Scam.

actually I am not in touch with jessica at all.  She is just doing her best to push this off and act like its remedied.  when in fact it has gotten worse.  

New Member
Posts: 4
Registered: ‎03-20-2019

Re: Best Buy and The JemJem Scam.

I hate to say it, but your first problem is being an Apple customer.  They have their hands in everything and make stuff like this needlessly difficult, hence all the problems you've run into.  There are many problems with Apple, but here, specifically, is that they do everything to fusturate second-hand sales, because they'd rather sell a new product.  For the life of me I don't understand why anyone would want to buy a product that can be held hostage indefinitely by the manufacturer!  

I'd tell you that it's Apple's fault, not Best Buy's.  Apple is the company that puts chips in their computers that brick them if you try to service any internals yourself without paying a fortune to Apple (which is why Best Buy told you they couldn't repair the device - Apple won't let them, you can only get it repaired by taking it to an Apple store and paying tons of money.  Also they will probably refuse to help if it's a refurb, because of course they will).  I've never even heard of a refurbished Apple product because of the way they do things, except for really old products before they started putting killswitches inside to hold your devices hostage.  All I can say is, go with anything besides Apple.  My next computer is going to be running Ubuntu, but Apple even makes Windows 10 look desirable, to be honest with you.

I can't fathom why this chain of events wouldn't make you drop Apple.  I can't fathom why you continued to throw money at the issue.  As a tech guy, can I please say, to learn from this and switch to something else.  Any other computer would be way cheaper and could be repaired very easily if there was any issues.  Only Apple will give you this much of a hassle for daring to buy something other than a $3k new Apple product.  I'm not going to shill anything in particular, I've been on Windows my whole life and I am transitioning to Ubuntu to avoid Windows 10.  But at some point you gotta realize that paying thousands for a shiny, stylish case and underperforming, unserviceable internals, that are held hostage with killswitches controlled by Apple, just isn't worth it.  I hope you figure out a resolution to your ailments, man.

New Member
Posts: 9
Registered: ‎03-09-2019

Re: Best Buy and The JemJem Scam.

Ha Apple has been the only one offering a solution and has actually escalated this issue and worked with me on the 2 disfunctional computers which jemjem sent me and best buy has continued to ignore the issues on. I have been a loyal apple user since 1993, my last laptop lasted 9 years without any major issues. and would still be in use, however it was my own computer service fault that caused the computer to have a bigger issue. That now 10 year old computer can still run photoshop and adobe premier at the same time. show me a 10 year old PC that isn't in the trash. ( thats rhetorical) I appreciate your perspective, but as a computer user, Ill stick with my apple computer and curse best buy for being a fraudulent poorly managed company....Im sorry you have been on windows Im sure there is a cure, check with your doctor. I joke of course, but for me... to say I think windows and miscrosoft is the std's of computers is an understatement.