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New Member
Posts: 3
Registered: ‎07-05-2019

Corporate Complaint - Resolving the run around

To whom it may concern,

 

I hope I am in the right place. This is going to be a long story, so please bear with me. I have tried contacting Best Buy support by phone on several occasions only to be met with the same preprogrammed response and very ineffective help that has caused a tremendous amount of stress and waste of time.

 

The issue is this: Last August I purchased an extended range boosted board v2 online. I recieved a package from best buy containing a boosted board v2, and began riding it. I assumed the board had the correct battery, but the only way to know would have been to run the battery down (because the board that I bought and the board with the extended range battery look identical, with small differences in the battery that I did not learn until recently). I did not ride the board far enough to notice how short of a range I was actually getting until recently. Due to this, I began quickly searching online to see why my battery wasn't lasting like it should. I ended up contacting Boosted support and learned the the board with the serial number that was sent to me was NOT an extended range board. After this moment I began several exchanges with both boosted support and best buy support to try and resolve the problem. I do not want to return my board. I enjoy riding it. 

 

I've been told (in this order): contact the manufacturer, visit a store in person (even though it was an online order), and that because my item is out of the return window, there is nothing they can do to assist me. Visiting the store in person accomplished nothing, as they were unable to do anything other than give me options on how to proceed (call the help number for online orders). I contacted the manufacturer twice, the second time being out of desperation and they told me both times that there was nothing they could do because best buy had sent me the wrong product.

 

I just want to be refunded the money or otherwise compensated because I have not received the correct product. I find it absolutely bonkers that anyone would presume to keep an extra $400 of my money for the incorrect product that was difficult to identify. If it is really the case that there is "nothing you can do beyond the return window" even though I don't want to return the product, then I find the extreme lack of empathy and consumer understanding appalling.

 

I will provide you with whatever information you need/request. Thank you for your time.

 

Kind Regards~

Posts: 5,569
Topics: 182
Kudos: 504
Solutions: 261
Registered: ‎08-21-2017

Re: Corporate Complaint - Resolving the run around

Hello, neo3413,

 

Thank you for taking the time to visit our community forums and writing to us about this purchase. I can imagine your surprise to discover that the board you received didn't have the battery you expected. Because of how much time has passed since your purchase our options to help you are very limited but I would like to make sure we have explored all the alternatives. I'll need a bit more information so I can continue to research this. Can you please send me a private message with your:

 

Full name

Email address

Phone number

 

You can send a private message by clicking the button at the bottom of my post across from my name. I look forward to your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎07-05-2019

Re: Corporate Complaint - Resolving the run around

I have provided the requested information.

I do not understand how any amount of time justifies keeping undue money, however. I can definitely understand not taking a product back that is well used, but time going by doesn't exactly change the fact that I paid more than I needed to.

I appreciate you looking in to this for me.
New Member
Posts: 3
Registered: ‎07-05-2019

Re: Corporate Complaint - Resolving the run around

I have been told by yet another best buy agent on these forums that, due to this being out of the return window, they cannot help. This behavior is fraudulent and only allowing employees to regurgitate pretaught lines is such an awful tactic to wear people down.

I still have not been told why, despite the fact that I don't want to return the product, this has to be considered a return. You lose out on nothing by correcting this because the money you now have is an overcharge and not rightfully yours.

I patiently await some attention from corporate. As of now I will never purchase anything from best buy due to this unamiable and extremely frustrating customer service.
Posts: 7,189
Topics: 116
Kudos: 388
Solutions: 394
Registered: ‎12-23-2016

Re: Corporate Complaint - Resolving the run around

Hi again, neo3413,


Andrew isn’t available just now, so I’ll be hopping in for him. I will shortly be replying to that most recent message you sent in to him.


Sincerely, 

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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