09/24/22 I called to asked for replacement phone (Note 20 ultra unlock) due to my screen is broken and battery is no longer working properly. After getting the replacement phone I called to complain that the replacement phone does not have a pen and it has a lot of scratches the customer rep that I talked to told me it should come with a pen and did not tell me it is refurbished (bestbuy store manager is the one that informs me yesterday) so a new replacement should be mail to me, I waited a few days no phone came to my mail so I called again 1st rep I spoke I was told my #2 request was cancelled with no reason, she was telling me that she will send me another phone so I asked for reimbursement (I dont want to go back and forth with them and I am going on vacation this coming Friday 10/21/22 rep was informed) which she told me it is ok and she is processing an e-gift, she put me on hold and hang up. I called back a few mins after waiting #2 customer rep I was told I need to go to the store to get store credit despite I mentioned what happened to me with the 1st rep I talked to and that I am busy because I am leaving out of the country I was not given other alternative instead she insisted that I will have to go to the store and everything will be OK and she reassured because I was asking for reference # or anything I can represent the store but she cannot provide me with any. I was told all conversation will be documented.
Yesterday 10/15/22 at 10:30 am I went to BB Jersey City I spoke with Shannon then he talked to Penny which Ms. Penny talked to me and inform me that on their side they cannot provide store credit and replacement phone does not comes with accessories. 10/15/22 I called again then the customer rep I was talking told me that her manager will call me on the the meeting) Its a long back and forth with the call center associate and her manager to make it short I went to BB Secaucus same day (to pick up an order that takes 5 min only) so according to call center manager he has been calling BB but no answer (1.5 hr) from Secaucus store so went inside again BB Secaucus and I speak with David (he is very accommodating) to be told again that they cannot do store credit so he talked to the customer rep manager (Rem). After their conversation at 4pm Rem told me that he will calls me back he just need the egift to be approved. I waited and waited. Mind you I took a day off and unbelievable I spend my whole day on the phone and literally and at best buy store to have this fix and nothing. So I did not received any call. I called again and looks like on purpose after talking to associates that I request for a manager I am either going to be transferred to another non related department or call will hang up I called maybe about 10 times not to mention I asked for another # I am given a 2 none working # and I told the rep it looks like it is not a real phone #. BB Secaucus manager David and my brother is my witness. So at 6pm Ieft the store and On let say maybe 11th call I use my dad's # (no hang up, no redirection of call) associates told me, he will call back yesterday night or today Sunday for egift because his manager is in the meeting and he needs it to process it, according to the rep he saw that I called numerous time and got redirected multiple times for assurance he gave me case ID that will have my conversation with the reps. What happened to me is unbelievable. A nightmare
hockeycanuckjc
