Trust
This extensive situation all stemmed from my trust in a Best Buy representatives "expertise."
In early March, I went into my local BestBuy store to see what options I had for a phone. I have gone to best buy for brand new washer and dryer, 7 laptops, countless recomondations, multiple big screen tv's etc etc. I enjoy going just to go at this point.
I was looking for the top of the line cell phone. I asked specifically because I wanted to try out mobile gaming. The representative (who for now will be nameless) expressed that I should go with the Samsung S20 Ultra. After a quick research I agreed.
I asked the rep if there was any discounts or deals available for me to get one. He expressed that if I open a new line with AT&T and trade in a phone of $70 dollars or more, I would be eligable for a $1,200 discount.
Well hell yea!
He showed me a list of eligable phones, and it turns out I could trade in my iPhone 7+ and get that discount!
The next day (March for consistancy) I show up with my roomy to see if we could work with the same gentleman we did the day before. He wasn't available, so we just find somebody else.
We then worked with 2 reps, explained the situation, they agreed and confirmed the discount in correlation to a new line and phone.
The representatives explained however, that they did not have the phone I wanted, and that the next available store with that phone is in Springfield. Springfield is a 2 hour drive, 1 way, but I wanted the phone bad enough I was going to do it that night.
Me and my roomy travel the 2 hours to springfield to get the phone and are greeted by a cell rep. We explained the situation, and she also agreed on the terms.
This rep wasn't sure how to handle the trade-in as she was new, so she grabbed another rep to assist her with the transation.
I traded in the phone, and was given a weird $170 instant trade in value to handle the initial phone set-up costs, and was explained that the rest of the discoutn will be directly associated to my billing as a "bill credit."
I then walked out with a new phone and a smile.
(Recap -- I worked with 2 reps in my local store, and 2 reps at the next location. All 4 reps agreed and confirmed the 1,200 bill credit for my new phone after trade-in)
2 Months Later
I notice that my phone bill hasn't changed, that I'm still being charged full cost of the new phone. I called AT&T thinking it was an issue on their end, to which they replied that sometimes it takes 3-4 billing cycles to go through. Not stressing it, I remained trustful in the whole ordeal and moved on.
4 Months Later
I call AT&T again, asking about the bill credit to which the rep explained she doesn't know what promotion that I'm talking about, and that it never existed. I explained the couple days to her, and she said it's out of her hands as that transation should have never took place. She suggested going into my local branch, and seeing what they say.
I travel to my local branch, head to the cell dept and speak with 2 reps. As I'm explaining the situation, the more experienced rep looked disheartened, and says (I'll paraphrase here) I know exactly what happened, they set your account up wrong, and the next rep explained that I was given incorrect information. They expressed they were sorry, and that they'll get their manager out to see what he can do.
The manager comes out, I explain what happened, to which he replied I should have recieved a $200 discount, so the best he could give me is a $30 credit.
I explained that had I been given correct information, I would never traded in an iPhone 7+ 256gb for $200, much less a random $170 discount only. The manager expressed he's sorry, and gave me a number to call.
This so far has been the easy part....
(Recap: I realize that I was given incorrect information, and am now out over a grand in bill credit, as well as my iPhone 7+ that I'll never get back) It was also expressed -BY ANOTHER BEST BUY REP, that I was given incorrect information.
After some time, I called BestBuy support, with no idea who to talk to, or what to say. After screaming customer support 53 times I was able to talk to a rep who transferred me to claims. After explaining my situation (1) I was told that this is not in their scope of work. The rep then explained that I needed to speak with mobile activation plan dept. After being transferred they asked me for an order number that I didn't immediately have, and asked when I purchased the item. I estimated it was Marth 7th or 8th. The rep then asked me what the issue was, so I explained, again (2) and was placed on hold.
(Note: this early in my communication, I don't have the mind to ask for dates, times, or names)
The rep came back on the line and asked if it is okay for the supervisor to call me back. I said yes. I asked that when the superviror does call me back, if I don't answer, to leave a voicemail as this is also my work phone number.
I didn't know this at the time, but the case was apparently {removed per forum guidelines}
I never recieved a call back after a few days so I called back, went through the phone tree termoil again, and this time spoke with a Fransico. He didn't have a status update, and said there was no notes for getting a call back.
I again explained the situation (3) to which he replied a bit more helpful than the previous rep, that this situation would need an investigation. The investigation would take 10-14 days, and post 2 weeks, the manager would be giving me a call back on the results.
The case to Fransico taking miy call is {removed per forum guidelines}
(Recap -- I called the number as the local store dept manager suggested, claims is the wrong dept, I was told I'd be getting a call back, there was no notes that I was supposed to get a call, and I obviously never got a call back. A 2 week investigation started, and it was expressed the manager would give me a call after the 2 weeks.)
After 15 -16 days with no call back, I call the same number .. again...
After getting through the phone tree, I spoke with Eddy, he explained that he's sorry about the whole situation and he understands my frustration (you know, the typical customer servcie shpeel). He explained this is out of his realm, and that he needs to transfer me.
I get transferred to Sarah, -- I requested a status update on my investigation, to which she reported there was never an investigation that took place. She explained she's sorry, that she'll contact her manager, and he'll give me a call back in just a few minutes. Her managers name is Marlo. After 30 minutes of waiting, I called back to see what's going on. A new rep, Ruth answered the phone this time, she also expressed she'll be contacting her supervisor who's name is Ruby. Ruth explained that Ruby will be giving me a call back in about 30 minutes.
I bet you can guess what -didn't- happen.
The case associated with waiting for a callback is {removed per forum guidelines}
After 45 minutes, I again call back to figure out why I'm constantly being lied to over and over about getting a call back.
This whole time, I've been kind, and patient, and as calm as I can, as I know that being upset won't speed up the process. I also feel I've been much more kind than this situation deserves.
Anyway, at the 45 minute mark I finally speak with a young lady who tells me her name is Michelle. I explain the situation (4) which took about 7 full minutes of talking. I expressed how I'm frustrated, and that I would like a direct line or contact to her supervisor / manager to which she replied there isn't one, but did answer when I asked what her managers name is. Irving.
Michelle asked if she could place me on hold while she went over my information and tried to contact Irving. She explained that she's elivating my case, and writing up everything to the best of her ability to resolve this issue as it's gone on way to long. She seemed genuine, so it was a welcome change.
After being on hold for over an hour, I was hung up on.
Michelle called me back (kudos) and apologized as she was still busy on my issue. She explained that she might have some great news for me. She expressed she'll be elivating my issue to priority 2, and that would mean my issue would be resolved (hopefully) sooner than later. She explained that unfortunately there would need to be another investigation, that would take an additional 7-10 days.
She gave me 2 cases to keep for my records, the original, and todays
{removed per forum guidelines}
{removed per forum guidelines}
(Recap: My case was supposed to be investigated again, and wasn't, at all even, I was told a manager would be reaching back out to me, not once, but twice -- and wasn't. I'm now told my case is being escalated to a higher tier/ priority, and that there will be another investigation to which I would recieve an update in 5 days time)
After the alloted time, I call back again as I never received a call.
I call in, get through the painful tree, and get Santiago on the line. He asked me the issue, to which I explained I don't want to keep explaing it, and that all the info should be in the ticket. He requested I give him some time to review the case, he came back on the line, and asked if the issue was concerning my recent washwer and dryer purchase, .. I paused before I spoke, and just said, "No." He then asked to give him some time to review my open cases
After being on hold for an hour and 20 minutes, I was automatically placed back in the phone queue
I soon spoke with a Lenny, explained I've been on hold, and am waiting for a retort to the previous gentleman reviewing my case for an hour and a half.
Lenny asked for me to explain the issue, so I did (5). This rep explained they would be giving all the info I gave to the mobile dept, and then transferred me over with about a 5 minute wait.
Leslie recieved the call, and asked the issue. I explained that Lenny expressed they would give the details. This clearly never took place, and she still inquired on my information.
I explained my issue again (6), but to her. She expressed she has worked for Best Buy her whole life and has never seen somebody with as many cases, and never getting contact back on anything
On -anything-
I asked if there was an email to the previously mentioned managers / leads, and she said no, there is only 1 email all reps use "{removed per forum guidelines}" (I'm assuming there's mail flow rules established, as she expressed it's all internal to their software / ticketing system.
Leslie tried to get in touch / contact with her 2 managers, Irving (no last name on record/ file for her) and George {removed per forum guidelines}(pronounced hor-hay)
Leslie asked if she could create a new ticket, and this time give it to claims {removed per forum guidelines}
(Recap: I'm not asking for more, than what was promised to me. Multiple BestBuy reps, said other reps -made a mistake- and gave me incorrect information. I've clocked over 4-1/2 hours of conversation of me and different reps on the phone. I've been promised investigations and call-backs over and over and over, I've had a rep that's worked for BestBuy her whole life never see a situation like this before, I have 5-6 active cases.
All I wanted, is what BestBuy promised me.I like BestBuy, and I hoped for the best. I wanted to give this company a chance to save face, before any further action takes place with proof of local reps, notes, recordings, and a roomy who was physically there through all of it.)
Kayla-BBY
