Best Buy Doesn't Stand Behind Their Products!
name: S. H.
city: 33860
problem: 01/02/2003
I took my HP pc in two times for CPU Fan error messages. Both times the Best Buy technicians, because they said they could not duplicate the error in the shop did not open and examine the fan. During this time they installed a new HD and graphics card.
On Dec 20th my pc refused to boot up and again displayed the error message about the cpu fan, accompained this time by a loud grinding noise. I took it in and this time the sent it off. On the 2nd I was called and told my computer was back and to pick it up. To my suprise the computer had not only been not repaired but they were claiming the damage to my computer had been caused by an insect infestation. This was the first time I had been informed of a problem with insects inside my machine. Over the year when I brought my computer in to bestbuy and they did work on it no mention was made to me or notated on paperwork given to me about an insect problem.name: K. P.
city: 32580
problem: 11/22/2002
Best Buy Incorporated is cheating me out of a ten dollar rebate and their CEO is a apparently unaware of how poorly his customers are treated.
On September 7, 2002 while away from home, I purchased from Best Buy in Greensboro, North Carolina a telephone with a ten dollar rebate. I would have purchased it on Labor Day but three stores in the area were out of stock. Your computerized cash register printed a rebate slip which I completed and mailed the next week when I returned home to Florida. Today I received a form letter denying the rebate because the sale date was after the sale period. Attached are copies of the rebate and the letter. This afternoon I called customer service expecting an expeditious adjustment and reinstatement of the rebate since the purchase date was beyond my control and the rebate should be honored. Instead I spent an hour on the telephone speaking to four different employees of yours, two representatives and two supervisors, in your customer service and rebate centers. The result was total frustration on my part and a suggestion from your customer service supervisor that I should take the matter up with the store manager in Greensboro, even though I made her keenly aware that is over 600 miles away. A month ago I sent this information to Mr. Richard Schulze the CEO and never recieved a reply. Today I called his office and could not reach him. I spoke with "Rick" a customer service representative who finally offered to send me a Best Buy Gift Certificate instead of the money I am rightfully owed. I refused the gift certificate because as I am not owed a gift certificate, I am owed ten dollars. I only want what is rightfully mine and refuse to be coerced into future business with a company so unscrupulous. And a gift certificate forces me to do just that.name: J. R.
city: 10002
problem: 11/13/2002
My wife and I recently purchased a Sharp 32" TV 32US-600 from Best Buy at the Palisades Center in West Nyack, NY. The television we purchased was defective out of the box, the internal speakers did not work regardless of the input. In addition, the line-out for sound was not functioning.
I immediately contacted the store and spoke to the manager on duty, who informed us they could arrange to exchange the malfunctioning without us bringing the TV into the store and without additonal charges. When I spoke to the managers the subsequent day to arrange this exchange, they informed me I would have to pay for double delivery and my credit card would temporarily be charged for the second TV until the broken device reached the warehouse. I did not origninally arrange for home delivery because I had access to a station wagon on the day of purchase. Therefore, they wanted me to pay for two delivery charges because it would be a pick up and then a delivery. They offered to waive one of the charges due to their kindness. This of course ignores common math, 1 truck, making 1 stop. After much argument and debate, the store manager disclosed their internal computer system would not let him arrange the necessary transactions to exchange the televisions, therefore he would pick up the broken TV at no cost to resolve the matter. Best Buy's distribution center in Edison NJ stated they could not request or schedule times for any delivery services, I was subsequently called on Tuesday for a Wednesday pickup when I had orignally been told the pickup would occur on Friday. The driver was supposed to show between 8:30 and 10:30, I waited untill 12:00 for them to arrive. It would seem from this experience Best Buy is limited by a computer system its managers can not override or are unwilling to challange.name: S. ?.
city: 23832
problem: 02/27/2002
I recently purchased a Casino hand held TV with a service warranty from Best Buy as a gift. I tried to return this unit which had not even been opened for a in store credit or exchange for anything else in the store. I was told that because it was past the 30 days I was stuck with the unit. I understand companies have a return policy, but this type of customer service is totally uncalled for in this type of business. I have purchased several items in the past, but plan to never buy another thing from a Best Buy store. I know I am not the only one who feels this way as a friend of my told me they would get me one day. And they did, however they lost a good customer.
name: O. ?.
city: 22315
problem: 01/03/2002
I purchased a digital camera and a 4-year service contract along with it on January 25, 00. On August 11, 01 I took the camera to the store under warranty because the camera was slow taking pictures (sometimes won't take pictures). Since then, I went to the store on several occasions to claim my merchandise and was told the camera was not back from the repair site in Maryland. Finally, on September 7th they had my camera but it had come back from the repair shop with a broken lens and dirty on the inside. The manager at the time was very apologetic and said he was sorry for the inconvinience and would send it back for repair. At this time I requested they refund my money for the camera. They said they were not authorized to do so but that they would get my camera repaired. Since then I have continously gone to the store, stood in line and have gotten the run-around from the employees and manager. They do not have my camera and will not refund my money. I then filed a complaint with the Better Business Bureau (BBB) and on November 06, 2001 Best Buy wrote to the BBB that they understood that the problem had been resolved. Apparently the store lied to the person in charge of investigating the claim and told them the problem had been resolved when in fact they have yet to return the camera to me. Most Recently, Best Buy wrote a contradctory letter saying that my camera had a craked lens and that they spoke to a technician and they said the unit was already dirty when I left it at the store in August. I have proof that this claim is false. I have a document Best Buy provided me when I left the camera at the store saying that the unit was Good with no visible damage.
I want a full refund!
name: O. K.
city: 28210
problem: 04/18/2001
Yesterday, I purchased what was supposed to be a Compaq Ipaq PDA from the Best Buy store on Carley Blvd in Charlotte, North Carolina. Upon returning to my office and opening the box, I discovered that the screen was cracked. I called the store and was told to bring it back and exchange it. When I arrived at the store less than an hour after the purchase, they did not have a replacement. I proceeded to the service desk for a credit to my Visa. An employee from the PDA counter stopped the clerk from giving the refund and after almost 20 minutes of waiting, the store's Service Manager came to me and said he could not help me since the item I brought back was not the item they had sold me. The item in the box was the wrong model and serial number based on its markings. I asked to speak to the store manager and was told that the only other person I could talk to was the Inventory Manager who told me the same thing after being coached by the Service Manager in my presence. I asked again for the store manager and was ignored. I was embarrassed and made to feel like a criminal. I was on my way, with no resolution, a $638 charge on my card, and a broken device (not the one I wanted) in hand.
Records will show that until now I have been a good customer of Best Buy and have rarely returned anything. I simply ask that I either be credited the amount of this purchase or given the product that I actually intended to purchase. I have contacted Compaq's customer service department and given them all the details of this transaction, which they have noted and opened a ticket on. I have also contacted my credit card company to dispute the charge to my Visa card pending resolution by other means.
I hope this situation can be worked out to everyone's benefit. Obviously, someone committed a crime by switching these devices in the box, but I assure you that it was not me, and I believe that we still remain innocent until proven guilty in this country.
name: J. W.
city: 89109
problem: 01/19/2001
TO:
Richard M Schulze, CEO
Best Buy
7075 Flying Cloud Drive
Eden Prairie, MN 55344
Dear Mr. Schulze,
I recently purchased electronics equipment from your company and I wanted to tell you how dissatisfied I am with the multiple repairs to unit.
This unit is a lemon.
Let me tell you why I am dissatisfied.
Please note ; I am seething about this issue.
Attempted to resolve already:
Yes - No response
I have filed a Complaint #55851
via http://www.ugetheard.com/
and Complaint #47547
Your staff will not call or reply.
Incident details:
Date of incident: 01/18/2001
Where shopping: Off-line
Location of store (off-line only):
Maryland Parkway|Las Vegas|NV|US #289
Manufacturer name & model: CTX EzBook 800
Order #: psp # 735504693
Amount spent: 1,498.32
Detailed story:
1st off see http://www.wpf-site-design.com/resume/resume.html
(you'll see I know my stuff)
Again 01/18/01 Laptop has a problem , has a pixtelization problem at bottom of screen and not outputting +5v on rs232 port.
Have not taken to store for repair , want a reply to this 1st.
via www.ugetheard.com 01/12/01 Escalation has had an impact ! We are pleased to report that Best Buy has agreed to reconsider your Complaint #47547 and will contact you directly with their proposed resolution, however they were unable to inform us of what that resolution may be.
psp # 735504693
7/16/99 rma 289-300080237
8/19/99 rma 289-300082138
8/26/99 rma 289-30082138 re-do above order
9/28/99 rma 289-300101129
------------------------
12/9/00 unit failure rs232 port
01/18/01 display pixtelization
above are copies of repair orders per your request from cr@bestbuy.com and cr.inbox@bestbuy.com
Awaiting your reply.
To resolve the problem and make me happy I am requesting the following:
Replace product.
I look forward to hearing from you.
Sincerely, J. W.
With all the competition in the consumer electronics field, I expect more from companies who sell me products. I am sure you can understand how frustrating this is, and I hope you have been able to limit the number of consumers who have been forced to endure this sort of problem.
I am an occasional user of your company. As a result of this experience, I definitely will not buy from your company again.
Since word of mouth is the most effective form of advertising, I definitely will also tell others about this experience.
Because your company is committed to customer service, I am confident you will want to resolve this issue quickly and thoroughly.
I am asking that you To resolve the problem and make me happy I am requesting the following: Replace product.
I look forward to receiving a response within 2 business days.
If you have had any problems with this company, please file a complaint report we will add your comments to these. Conversly, you may send positive comments and they will be added as well.
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