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New Member
Posts: 4
Registered: ‎03-22-2019

Please prove me wrong that the 15% off printer recycling program is not a bait and switch tactic

[ Edited ]

Best Buy, is there no way you can do better with your customer service? With all the choices consumers have, and the outstanding customer service most have, I wonder how much longer you'll be around in your current form? The times that I do go in either to check something out or even just want to purchase something on the spot, I'm so amazed at how clueless so many of your floor associates are. Many times I find myself googling the answer for myself. Despite various issues, I've never complained & still shopped there on rare occasions. Here is my most recent rare occasion that might just be my last.  

 

The past few days, I've tried to take advantage of your printer recycling program to get 15% off a new HP. See screenshot on your website-> {removed per forum guidelines}

 

Before I went to the store, I tried to call to verify the small print so I don't have to waste my time. Tried calling the store nearest - they didn't pick up no matter what option I chose so I called the general customer service only to be told to call the store again or just go in. The whole point is to avoid wasting my time driving over since the terms are so vague by saying "may have additional limitiations". After much repeated explaining that I just want to find out the details, he puts me on hold and hangs up! Wasted 15 minutes to get no answer. See my phone log -> {removed per forum guidelines}

 

Fine, I was upset but I'll give a pass that it was a genuine error. The next day, I decided to stop into a store in between appointments. The customer service girl says any HP printer should be eligible and she can't see any restrictions. So I do the trade-in and choose the printer I want. She tries to ring me up and low and behold, she comes back saying that the coupon won't work. I ask why not? She says maybe it's not valid on sale items... EVERYTHING is marked down as a "sale" I pointed out to her. She agrees and says that normally coupons work on sales so she's not sure why. She calls her manager in. Manager does some typing and says it's because that's the lowest cost and can't be marked down further. Ok. I didn't have time to choose out another so I left with my 15% voucher and found another model. Phoned it in to verify and again I'm told it's the lowest price they can sell it for. WHAT IS THE POINT OF OFFERING A COUPON IF EVERY ITEM YOU SELL IS THE "LOWEST" PRICE??? To me, that feels almost like bait and switch. I don't know what value my old printer is to Best Buy but luring me in under the pretense that I can get a new one for 15% off only to find out all of them are marked down low enough hence I can't use it? 

 

I decided to reach out to general customer service again to find out how I can make use of this 15% I got for giving my old printer in. Needless to say, I got nowhere. In total I spent almost 40 minutes on the phone with no answer because I got transferred around and then disconnected BOTH times. My phone log again -> {removed per forum guidelines}

First call, I get transferred 4 times, explaining the same story 4 times, and then I get disconnected after 20 minutes while I'm being transferred yet again! *Taking a deep calming breathe*  

 

Called the 2nd time, explained yet again why I'm calling and of course I get transferred. This time, thankfully after the 1st transfer, I got a guy "Jose" that seemed to understand my frustration and continued to look into the situation while putting me on hold multiple times. He finally comes back for the last time and starts to say he talked to back office and the call gets disconnected!!! This time I've been on the phone 20+ minutes. Ok, fine, I'm sure he'll call back since he did take my number, right? NOPE! No call back. At this point, being disconnected for the 3rd time when no other call gets disconnected, I wonder what is wrong with Best Buy's phone system. And how convenient that all 3 times, I get disconnected in the midst of being transferred or on hold. 

 

What's up Best Buy? Can't honor something you advertise online buy making a poor excuse that every item I choose is conveniently marked down as low as it can be. As the consumer, I feel I did more than my due diligence in making sure I understood all the terms but nobody tells me that this coupon is impossible to use. In fact, nobody even knows what recycling program I'm speaking of without me telling them where to find it. Seriously, please explain yourselves because I want an explanation before I take this to out state consumer protection agencies. You guys basically took an old printer from me and won't allow me to use the agreed upon 15% to purchase a new one. 

 

Highlighted
New Member
Posts: 4
Registered: ‎03-22-2019

Re: Please prove me wrong that the 15% off printer recycling program is not a bait and switch tactic

So I see you guys have had time to remove the links to images that support my complaint but have yet to actually respond to the issue at hand. All I need is a reply if you guys are willing to look into why literally nobody is able to help me use this promised 15% off for trading in my printer or not so I can move on to purchase the printer off Amazon instead. 

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Posts: 1,015
Topics: 54
Kudos: 261
Solutions: 62
Registered: ‎11-30-2015

Re: Please prove me wrong that the 15% off printer recycling program is not a bait and switch tactic

Greetings, dz5od0155xar,

 

Welcome to the Best Buy Forums! Thanks for posting with us.

I apologize for any confusion in regards to the coupon you received. Our Recycle and Save program is a great way to upgrade to a new printer, and I'm sorry to hear that your local store was unable to honor the coupon you received. I would be happy to review this with you, and see if there is anything we might be able to do to help. To get started, please send a Private Message with your full name, email address, and phone number. You can find a link to send a Private Message in my signature.

Regards,

Fey|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Highlighted
New Member
Posts: 4
Registered: ‎03-22-2019

Re: Please prove me wrong that the 15% off printer recycling program is not a bait and switch tactic

Info sent as requested although I've already moved on and got the exact printer off Amazon for less.
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Visitor
Posts: 1
Registered: ‎10-26-2019

Re: Please prove me wrong that the 15% off printer recycling program is not a bait and switch tactic

Did they ever offer any help as to getting a new printer or even getting you old one back so you had something to use I had a similar incident and would like to know how they can take your printer and offer you nothing when they won't honor what they claim they will honor.