Other Customer Service Support

[MrKennedy76]

On 04-23-2022 I was online with customer service about a new laptop that I had purchased. I began to explain to the lady (Anna?) that I purchased a new laptop online and shortly after the purchase I changed my mind and wanted to exchange it for another laptop. I then began to explain to her that the customer service representative that I was on the phone with earlier 04-13-2022 explained to me that it was too late to cancel (exchange) the order because it was being processed. The representative 04-13-2022 told me that once it arrived I could take it in store and exchange it for the laptop I wanted. I explained to the representative(04-13-2022) that I was purchasing it from my new Best Buy card and there was a 10% off offer and would it still apply? She assured me it would and to just tell the store rep. So, I get the new laptop and ask the store rep about the discount(04-22-2022.)The store rep said it should show up automatically because of the card being new. I get home and wait for the exchange to update but it doesn’t. I initiate a chat with Best Buy on the the 23rd of April about the issue but the online chat agent said they can’t access or change accounts to call customer service. I call customer service and get (Anna?) who at first seemed eager to help me, but soon decided not too. I explained how I was still being billed for my first purchase order and not the new laptop and that there might be a price discrepancy. I’m placed on hold for 5-10 minutes while she looks into it. She gets back on the call and explains how the total is correct. which it wasnt. I explain to her the price reflecting on my account statement is for the old computer not the new one. She preceded to calculate the totals on the phone and I point out to her it doesn’t match up. She states that the new computer actually is more so they charged me an additional $22 dollars. I precede to tell her if that’s the case why is the price still the same and matching the old computer? She calculates again (she’s frustrated) and comes back with another number I decided just for the sake of argument to agree and then said did you factor in the 10% discount? she tells me she checked the transcript and there was no mention of the agent promising this. I told her she’s mistaken and i asked 3 people prior to her about this so if she’s reading a transcript a know in fact i asked it, and she was mistaken. She’s frustrated and can’t get her story together, so I asked to speak to a supervisor who can maybe help me. She shy’s away from the idea until she realized I wasn’t going to take no for an answer. she places me on hold for 15-20 minutes hoping I’d hang up, which I didn’t. She eventually gets back on the phone and tells me while waiting on the supervisor she did some research and the laptop I purchased (NOW) doesn’t qualify for the discount anyway. I was like that’s nice, can I STILL speak to your supervisor. She places me back on hold, and 3 minutes later the call disconnects. I’m now beyond frustrated! I felt as if I was lied too, given the run around, and then disregarded. If I can’t get what was offered to me, (10% off)I’d rather return the laptop and close the account. You can’t have someone conduct business like this especially when I was only asking for what was offered to me

[Ruben-BBY Social Media Specialist]

Hello,  

Thank you for joining us here on the best buy forums. I can imagine how frustrating this experience has been. I would like to dig a little deeper and see if we can help you out in this situation. If you would like to talk more about this, please send me a Private Message with your full name, phone number, email address and order number.  

Thank you 

[Ruben-BBY Social Media Specialist]

Hello Leon, 

Thank you for providing your information. Looking at the situation, you were not able to redeem the coupon for 10% off on the unit because it is not eligible for the promotion like your original unit was. I am not quite sure what you mean when you are talking about your bill discrepancy and being charged for your old unit as the billing portion is not handled by us but by our card partner Citibank. It can sometimes take a few days for exchanges to adjust to your statement but payment on your card would not be allocated towards a particular purchase in a case such as this but the overall balance on the card. Unfortunately, there is nothing more that we can do in this situation. 

Ruben  

[MrKennedy76]

Understood and thank you. I had someone from Best Buy twitter support explain in better detail what happened and they provided a similar response, which I fine with. Bad and rude customer service is something that I am not. Had she explained it as simply as you two gentlemen I wouldn’t have reached out. Non the less, thank you and take care!

[Ruben-BBY Social Media Specialist]

Hey Leon,  

I understand What you mean. It is not the way we intend to interact with our customers. We appreciate you reaching back out about it.  

Ruben