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New Member
Posts: 5
Registered: ‎08-15-2020

Received Used Camera Instead Of New One - $1K+ Purchase

Earlier this week I was lucky enough to catch the Canon 90D in stock: I've been trying to buy this camera for the past couple months but it has been sold out. I recieved the order 2 days later, and upon opening the box my excitement went to extreme disappointment and frustruation. 

 

As I pulled the bag containing the camera out, I saw there was a hair stuck to the tape holding it shut. The camera inside the bag has multiple obvious signs of use/scratches, and the serial number does not match the corresponding number on the warranty registration card and the outside of the box. I looked in the box and found more hairs at the bottom of the plastic tray.

 

It's obvious this camera was not properly checked when returned by another customer. There is literal DNA evidence inside the box. I expect A LOT more from a Canon Authorized Dealer on a $1K+ purchase.

 

I went to the local Best Buy and showed them what was going on. They said they couldn't take the return and told me I had to do it on the phone. I got an agent on the phone and after a long convo, he offered me a replacement shipment with a delivery date of August 18th. For a moment, I was like "everything is going to be okay." Then he put me on hold, and came back and retracted that offer, now saying he could only offer a refund. In total, this process took 3+ hours. I have sent the camera back, but I do not consider this case sorted.

My issue is that I used a 10% off coupon on the camera, which was one-time-use. I would have kept the camera if it was delivered in the condition advertised. This situation was a failure on your end, and I want to re-order the camera at the same price when it comes back in stock. 

 

As an Canon Authorized Dealer, I think it is clear that Best Buy can/should make this right, and I hope to hear back about how you can assist me in ordering the camera again.

 

I would like to mention that I am likely going to file a BBB report and contact Canon corportate about this experience. In addition I also stream video games full-time (which was what the camera was for), so this is a somewhat public complaint. My stream community know the current story, it's up to you how it is handled from here. I have not posted this to Twitter yet, but I have plenty of pictures of the hairs, scratches, and clearly mismatched serial numbers if I need to.

 

Thank you for your time and I look forward to your response.

 

Cheers,

Kyle

TheGameGuru

 

Posts: 4,953
Topics: 53
Kudos: 374
Solutions: 302
Registered: ‎11-29-2016

Re: Received Used Camera Instead Of New One - $1K+ Purchase

Good afternoon, Kyle,

 

Thank you for taking the time to join our Support Forums, and sharing your experience with us.  From what you’ve described, I can’t say I blame you for your frustration up to this point, and although I may not be able to undo the frustration this order has already caused, I would like to review your order further, and see what options might be available.

 

For me to begin my research, I’ll ask that you use the blue “Private Message” button in my signature to send me the following information:

 

  • Your first and last name
  • Your phone number
  • Your email address
  • Your order number

 

This should be enough information for me to begin my research.  As mentioned, you’ll want to use the blue “Private Message” button in my signature, and if you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.

 

Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎08-15-2020

Re: Received Used Camera Instead Of New One - $1K+ Purchase

I am following up with my original complaint. 

 

The Good: I was able to re-order the camera when it came back in stock, and after a call with customer support they were able to adjust the price to match the original purchase. The second unit arrived and I am very happy with it.

 

The Bad: I also received the ORIGINAL order back in the mail with a letter stating "We cannot accept your reutrn for order [...] as the serial number on the unit returned does not match the serial number recorded for this order. In accordance with Best Buy's Return Policy, we do not accept returns on used (non-defective) or incorrect items."

 

THAT IS PRECISELY THE REASON I WAS RETURNING IT IN THE FIRST PLACE. Your customer service representative that initiated the return was fully aware of this, and to have the item arrive back on my doorstep 3 weeks later is ludicrious. 

 

I even got the hairs returned to me, too! Clearly there was yet another failure on behalf of your return center employees; had they been this diligent the first time, I wouldn't have been sent this used camera in the first place.

 

Is it really Best Buy's policy that if a customer is sent a used product instead of a new one, they just say "tough luck"?

 

I spoke with two customer service agents yesterday. The first, Christine, hung up on me after getting the details of case and "putting me on a brief hold"... The second by the name of Austin, who said that I will have to wait 48-72 hours while Best Buy investigates this case. 

 

For the record, these are the dates on this case:

Purchase date: Aug 10th

Item Delivered: Aug 12th

Denied Return In Store: Aug 12th

Customer Service Contacted, Shipping Label Provided: Aug 12th

Item Arrived at Best Buy Facility: Aug 24th (Ground shipping on return was slow)

Return Denied: Sept 2nd (Based on date on letter provided)

Item Re-delivered: Sept 4th

Contact customer support: Sept 4th - Told to wait 72 hours for call back

 

From my perspective, Best Buy is completely neglegent in handling of this case. I have contacted my credit card company, and they said if I am not contacted in the time frame provided, they are more than happy to open a dispute case and process a charge back.

 

In addition, I would like to note that yesterday's customer service calls have been recorded and were broadcast in front of a live audience (the agents were both aware of this). If I am not contacted with a resonable solution within the time frame promised, the video is going on Twitter & Youtube along with pictures/evidence of all my previous issues.

 

My desired solution: I want to return this item and have the refund processed at a local store. The amount of time that has been taken up on my end is ludicrious, and at this point I think Best Buy should make every effort to resolve this issue ASAP. 

 

Look forward to your response.

 

Cheers,

Kyle

 

 

 

Posts: 6,270
Topics: 213
Kudos: 452
Solutions: 319
Registered: ‎08-21-2017

Re: Received Used Camera Instead Of New One - $1K+ Purchase

Good afternoon, Kyle,

 

Welcome back to our community forums. I appreciate you providing an update on what has transpired since the last you visited us. I can understand your surprise to receive this original camera and I know if I were in your shoes I would want to get this sorted out.

 

Based on your post, it sounds like our return center has made their final decision but I would be glad to ensure we looked into all of our available options to assist you. I will need to verify some information again since it's been quite a while since we heard from you.

 

Can you please send me a private message that includes your:

 

Full name

Email address

Phone number

 

I'll keep an eye out for your message.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎08-15-2020

Re: Received Used Camera Instead Of New One - $1K+ Purchase

To keep this case in the public forum, I have submitted the information requested in addition to this message:

"Based on your post, it sounds like our return center has made their final decision but I would be glad to ensure we looked into all of our available options to assist you."

 

According to what the representative told me in the recorded conversation yesterday, she thinks the return center was not properly notified of the reason for this request. Trying to shift this blame back onto me, is frankly insulting.

 

Track the serial number through your inventory tracking system on this order. I would bet my life that it was involved in a return prior to my purchase.

 

Look forward to your response.

 

Thank you,

Kyle

Posts: 7,191
Topics: 116
Kudos: 93
Solutions: 394
Registered: ‎12-23-2016

Re: Received Used Camera Instead Of New One - $1K+ Purchase

Hi, Kyle,

 

Thanks for following up. I see that private message, and will be replying shortly so we can discuss the details.

 

Sincerely,

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎08-15-2020

Re: Received Used Camera Instead Of New One - $1K+ Purchase

To keep this case in the public forum:

 

Kyle has responded with some DMs. I posted them here, but he deleted the post, followed by a DM'd asking I do not post full private messages in a public thread. 

 

Instead of posting those messages in full as requested, I will summarize them:

 

09-07: Kyle tells me that there is an investigation open and he will keep me updated.

09-09: Kyle tells me that he may not not have an update until next week.

09-10: Kyle tells me that Best Buy is standing by their decision to not accept the return.

 

09-10: I respond, saying that I am upset with their decision and will be opening a dispute with my credit card company.


In addition to the above communications, I did not receive a phone call back as promised by the support agent on the phone last Friday. At this point, I made a post to keep this thread updated, which was deleted.


-----------------

I would note that this yet another in a string of disappointing decisions on behalf of Best Buy. Your forward facing communication all along has been "We are sorry, we will make this right" while all private conversations are anti-consumer and filled with empty promises.

 

I'm over here spending A LOT of money on a camera. Major purchase, from an Canon authorized dealer. Contact Canon and trace the serial number on the camera that I received if it wasn't one sold by Best Buy. You can catch the person who did this, you just don't want to. You're trying to leave me holding your mistakes.

 

The amazing part is, after responding to the message from Kyle today, I went to the local store (again)... had a long talk with the manager, explained the entire thing (again) even showing him this thread. Looking at all of the information, he accepted the return. Just how it should have been handled from the start. Thank you to Dawna, Rico, Jhara, Austin, and Shawn for being the helpful customer service members during the 4 weeks and many phone calls this took to resolve.

 

As far as I'm concerned, KyleR, AndrewB and whoever else was involved in rejecting this return and conducting the 'investigation' should be disappointed in their performance. It was clear something fell through the cracks on your end but nobody wants to make the proper decision or accept responsibility.

 

I will consider this case resolved as long as this message is not deleted. Other customers deserve to know how this case was handled. If you are embarassed by it; do better next time. Deleting posts does not make them go away - I can easily post the screencaps (of the DMs, this response & the previously deleted one) to Twitter. You should consider yourselves grateful I didn't do it sooner. Or maybe corporate should be notified? That is up to you.

Posts: 4,953
Topics: 53
Kudos: 374
Solutions: 302
Registered: ‎11-29-2016

Re: Received Used Camera Instead Of New One - $1K+ Purchase

Good evening, TheGameGuru,

 

I appreciate you keeping this thread updated, and I’m happy to hear your local Best Buy store was able to provide you the assistance you were looking for.

 

All the best,

SeanM|Social Media Specialist | Best Buy® Corporate
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