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New Member
Posts: 2
Registered: ‎01-06-2019

Broken PS4. Broken customer support

I bought a PS4 Spiderman Bundle and it arrived broken. When I tried to get a replacement I was refused because there were "no replacements". I tried to instead get a replacement bundle with a different game (Call of Dury) or a version of the console without a game and was also told that wouldn't be possible because those weren't on the black Friday sale. The only option I had would be to get a refund. But I bought it specifically on black Friday for the $100 discount. So Id either have to make a $100 loss to get the console (without the game I wanted) for Christmas or have had to go through Sony warranty service which takes weeks. This is absolutely ridiculous on Best Buys part. You sold me a broken product and rather than being reasonable and trying to find a solution I was stone walled. If I had known customer service was going to be this bad I would have just bought the PS4 on amazon or at Target when the sale was on.

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Registered: ‎09-29-2008

Re: Broken PS4. Broken customer support

Hello chmbckt,

 

Welcome to our community. I can think of little more aggravating than discovering a much sought after new product coming out of the box with a fault, except to encounter roadblocks during the return process. Certainly creating frustration is not our goal and I apologize for that having been the apparent result.

 

Bundles like the PlayStation 4 Spider-Man product are assembled by the manufacturer and, when returned, must be returned as they were sold with all parts of the bundle included. In order for an exchange to be processed, an identical bundle must be available. If out of stock, the only option Best Buy can offer is a refund. Using the information you provided at registration for our community I was able to review your order and saw that you did get a refund for the defective console.

 

I hope this helps explain what you encountered during your return. Please know I'm grateful you took the time to write to us with your concerns and feedback.

John|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎01-06-2019

Re: Broken PS4. Broken customer support

I appreciate the response. I actually did not get a refund though. When I went to get  a replacement they processed it at first thinking that they had one. When they realized they had nothing for me they had to "resell" my console back to me. I did not get any money back.