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New Member
Posts: 5
Registered: ‎12-28-2018

Product return

[ Edited ]

My daughter gave a apple series 4 watch for xmas. It was defective. She received it 12/4/18 gave it to me 12/24/18 

I was told by two of your reps after 1.5 hours on the phone they couldn't return. The first rep wanted me to go through q company called CCR. it would take over a week with the holiday. The second rep said you have apple care call them. Well I did and apple is taking care of it. I called back a third time and spoke no Jake emp id {removed per forum guidelines}. Told him how upset I was and would never spend a dime at your stores again. He wanted to transfer me to a department that would verify returns till 1/12/19. I said why? its taken care of by apple. He said for my information. I said no you find out it's your job to know to pass it along so you don't have a repeat upset customer. Well he still wanted to transfer me. You have my word I will never go near a Best buy again.

Recognized Member
Posts: 114
Registered: ‎09-03-2018

Re: Product return

Was the Apple Watch a cellular version by chance or was it the Wifi/GPS only model? If it was the latter, I would be confused also as to why they wouldn't return it under the Holiday return period which is until January 12.

New Member
Posts: 5
Registered: ‎12-28-2018

Re: Product return

It is a GPS. I just read that GPS model is only 14 days. It was purchased as a gift to me and delivered 12/4/18 I get that. But no one knew the policy and were helpful. The second rep said you have apple call them like don't bother me. The supervisor Jake said I had till 1/12/19 and wanted to transfer me to a third rep. I had apple take care of it and I will never be a customer of Best Buy. Your company needs to learn how to treat a customer.
New Member
Posts: 5
Registered: ‎12-28-2018

Re: Product return

Correction it is cellular.
Recognized Member
Posts: 114
Registered: ‎09-03-2018

Re: Product return

Anything that has to be activated like a cell phone or a cellular Apple Watch only have a 14 day return period due to restrictions set by the carriers. Telling you to contact Apple would have been the best advise to give you however I can understand if it wasn't explained as clearly as it could have been so I'm sorry for that. Every company has areas that can be worked on. I've had bad experiences with the company as well but I feel the good outweighs the bad.

 

I'm just a guy trying to help you out. A moderator with an official response will be by to give you the official response though.

Posts: 1,524
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Kudos: 245
Blog Posts: 15
Solutions: 63
Registered: ‎08-08-2017

Re: Product return

Hi MarkWest93,

 

Welcome to the forum.  An Apple Watch is an excellent Christmas gift to give, and as the owner of one myself, I think it’s a great one to receive, too!  I can absolutely understand the frustration of being unable to return a defective product to the point of purchase, especially if you were under the impression you had a few more weeks to do so.

 

As @SPOPATT mentions, our Return & Exchange Promise limits the return period for cell phones and activated devices to 14 days.  This does not change during the holidays and it does not fluctuate based on your standing in the My Best Buy™ program.  I am honestly sorry for any incorrect information our employees shared with you over the phone, especially if it came from a supervisor. 

 

With that said, I’m glad to hear Apple was able to assist with your defective product under their manufacturer warranty, and I hope you’ll be able to enjoy your new Apple Watch once it arrives.  Please know I’m grateful you took the time to bring this situation to our attention.

 

Regards,

Sam|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎12-28-2018

Re: Product return

I know I will enjoy it. The mistake was purchasing from your company. I've owned a restaurant/bar for 14 years. I know how to treat customers. One of my bartenders is a manager at best buy. He and his associates were shocked at how I was treated. They would have returned the watch no problem but they had none in stock. He is also aware that myself and anyone I can influence will never shop Best Buy again.
New Member
Posts: 5
Registered: ‎12-28-2018

Re: Product return

Well he didn't tell me to call apple the way you make it sound. He said it with a attitude like why don't you just call apple and leave me alone. I'm not upset about the policies. I'm upset the way they spoke to me.
Highlighted
Posts: 6,276
Topics: 100
Kudos: 399
Solutions: 291
Registered: ‎11-30-2015

Re: Product return

Hello, MarkWest93,

 

Thank you again for sharing your experience with us. We apologize if at any time your concerns weren’t addressed in a professional manner at your local Best Buy or over the phone with our teams at (888) 237-8289. We understand how that could've added to your frustration. Please let us know if you have any other questions or concerns in the future. We’re always happy to see how we may be able to help.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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