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Trusted Member
Posts: 84
Registered: ‎01-06-2013

Certificate Issue

Hello,

 

I have a concern regarding a certificate.

 

Is there a specific support agent here that I could please send a PM to with the details and my information versus randomly picking a support agent who is not be expecting the message?

 

Thank you.

Posts: 129
Topics: 1
Kudos: 20
Solutions: 8
Registered: ‎08-05-2019

Re: Certificate Issue

Hi, wkkunkle,

 

Thanks for reaching back out to us here on our Forum! I would like to learn more about what is going on and see how I can help. To start, please send me a private message with some more details regarding your My Best Buy certificate, along with your full name, phone number and email.

Jack|Social Media Specialist | Best Buy® Corporate
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Trusted Member
Posts: 84
Registered: ‎01-06-2013

Re: Certificate Issue

Hi Jack,

 

Thanks.  Someone finally helped me via online chat .(I made this post here while on my second chat of the day and it didn't seem like there was going to be much assistance provided)

 

To summarize, I received a promo certificate for spending $xxxx on my Best Buy Visa within a given timeframe.  I knew it would require an exception to policy, but I chatted with an agent and explained that I bank my points and ask they be re-deposited.  The agent told me no problem and to wait 48 hours.  This didn't sit right with me, so I asked for the case number and did a second chat.

 

On the second chat, they "apologized for the confusion" and told me they could not deposit the $50 as it would require an exception to policy.  I told them I knew that and the other agent already told me it was okay and was done but the points hadn't appeared yet and I was worried.  I gave the case number and they went back to their supervisor a second time who finally approved it because of the first person telling me FALSELY that they had done it.  And the points showed up immediately - not 48 hours later like the first agent lied to me and told me it would take to happen.

 

Two chats within 60 minutes and one agent clearly lied to me and the second agent refused to help until I offered the proof I had already been told it was okay.  This is not an acceptable support standard.

 

Perhaps you can also share feedback up the chain that these promotions should result in POINTS and NOT certificates.  Banking is really the only big perk left for cardholders since the tiers were abolished in the Reward program.  So when I jump thorugh the hoops to spend money or buy things, I shouldn't be forced to spend those points immediately as a certificate.  Just deposit points which would alllow banking to continue and those that can't bank woudl have the points auto-issued to certficate like normal.  Furthermore,  when you use these promo certificates, if there's an issue with your purchase and you need to return anything, you lose the value of the certifciate because the points don't get re-issued for promotion certificates.

 

In any case, from what I can see, the points are back in my account.  But, my opinion of Best Buy was tarnished just a bit more in the process, even if I was ultimately granted an "exception" in the end.

 

Thanks.

Posts: 129
Topics: 1
Kudos: 20
Solutions: 8
Registered: ‎08-05-2019

Re: Certificate Issue

I am glad to hear that you were able to receive some help on this but do wish it were under much better circumstances. My Best Buy points and certificates are a great way to save on new tech, so I understand looking to get this taken care of. Being bounced around like this is not okay and I too would be bringing this to attention.

 

So you know, I did also receive your private message. I have documented your experience and feedback here on our Corporate Campus for internal review. I do appreciate you sharing these details, as we are always looking for ways to improve our customer experience. I am confident that our support teams can provide a much better experience the next time you may need them.

 

If you need help with anything else, please do not hesitate to reach back out!

Jack|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Trusted Member
Posts: 84
Registered: ‎01-06-2013

Re: Certificate Issue

Hi @Jack-BBY ,

 

If you are talking about the message I sent to @Melissa-BBY , please ensure she receives it and replies.

 

That message is a separate issue she has been engaged on with me for multiple months and I would like her to engage versus someone new.

 

If I need to send the message to her a second time since you seemed to have claimed it even though I was replying back to her directly, please let me know.