Best Buy - Cell Phones

I am absolutely repulsed with the service that I received at the Best Buy Mobile yesterday. I originally purchased a phone a few weeks ago. The sales guy talked me into purchasing the insurance. The phone screen cracked right before I was going to return the phone and cancel the contract. When I went in to the store (on a Sunday), I was told that I could use my plan to replace the phone and then I could return it. They were out of the phone that day, so he told me to come back in 3 days. I came back on a Thursday afternoon and the salesperson returned my phone and told me that he had cancelled my contract. No problem. He even gave me a copy of the receipt. 20 minutes later, his manager calls me, and told me that she voided the transaction after I left, and that I had to come back to pick up the phone.

What? I am so upset. Best Buy needs to swallow that loss and train their employees better. The manager was sitting there as he processed the whole transaction. But she expects me to come back to the store to pick up the phone on a contract that I had been told was cancelled? I cannot believe she voided the transaction after I left the store. That is bad business. Now they want me to pay $325.00 to cancel a contract with AT&T. Do not do business with Best Buy! They are clearly undertrained.

I needed my cell phone repaired and they said they fixed it. It wouldn't charge. A month later, it wouldn't charge again and I travel for a living. So for two days, I have no cell phone and no cell phone email too. I am back for one day and the Best Buy is two hours away. I send my son over to take the phone in and get a loaner phone and they won't give him the loaner phone. He had to wait two hours to find out that the phone is all messed up and they won't give him the loaner phone. I speak to a supervisor and she is rude and gives me the runaround and now I travel again without a phone. I will never do business with Best Buy again. They can't fix the phone and they don't provide service. I want to cancel my account and they tell me I can't even though I have no phone now and they won't give me one to use.

I tried to get cell phone service through Best Buy over the phone. I was asked for my driver's license ID#, social security# & my address, which I gave to the female rep. I was told that I denied by Tmobile. I then received a bill at my home for 2 new cell phones on a bill with a new account number. When I called the 2 numbers, 2 different men answered. I am a victim of ID. Fraud. I am now trying to find out who the rep at Best Buy was who took my info & told me that I was denied, only to find out that I was approved & phones were sent to 2 different people.

I purchased Koodo cell phone on December 22, 2011. I have 14 days to return it if I am not satisfied. I was not satisfied, and went to return the cellphone on on December 30, 2011. When I returned, with the cellphone and the contract, which was in the bag, they asked for receipt, and told them that was the only paper work I have. No receipt was attached, or was ever given to me. I asked for them to check their system for receipt, and was told they were busy, and to call later that day. I called that night twice, and the next day, with always another person telling me another story. I only have 14 days to return it, and this is day number 10. Being this time of the year, I'm sure receipts are backed up, but when the person who sold me the phone the week before, remembered me but seems to have forgotten to give me my receipt. I do not like or want this cell phone and in writing says I have 14 days to return, but now with no receipt I cannot return the cellphone.

I went to purchase a Metro PCS phone for my grandson. The phone consultant said they needed to activate the phone there at the store. He entered the incorrect amount of activation money into the system. This had already taken about twenty minutes at this point. Then he told me that I could add the rest myself. I was under the assumption that he needed to do it since that is what he told us at the beginning. So he asked for my credit card to add more money to the system to properly activate the phone. I gave him my card and after another twenty minutes or more he failed to do so.

I asked to speak to a manager and he called one over. She was treating me as if I was the one at fault and that I needed to calm down or they wouldn't help me. She was telling me how I needed to be cool or I would have to leave. At this time, I went and asked to speak to the store manager. I explained what happened and he told me I would have to go back and resolve the issue with the other manager. At this, I left. I then got on the phone and activated it in 5 minutes doing it myself.

My wife and I shop at Best Buy all the time and spend a great deal of money there. If this is how I am going to be treated when you guys mess up, then I will not be shopping at Best Buy ever again. I not the one who is at fault.

On November 24, 2011, my wife took in my 32GB 3G iPhone to have the Zagg invisible shield replaced, since it had proven to be defective and was peeling off. The product was under warranty, and the sales assistant, Blaire (no last name was provided), was happy to replace the shield. Prior to this, I have never had any problems with my iPhone it had performed admirably.

When Blaire was applying the Zagg shield, she sprayed generous amounts of Zagg solution directly onto the device. Not knowing that this was an improper application of the product, my wife did not question her. We had specifically sought out the services of Best Buy, since they offered a professional installation of the said product. With a professional installation, one would assume that the person applying the product would have an extra special intimate knowledge of the application process. One would assume that she would have at least taken a glance at the Zagg website where it specifically states:

Please do not spray shield spray directly onto your device. We suggest spraying a Micro Fiber cloth and then gently wiping & cleaning your device until you are satisfied with the results.

Within ten minutes After the Zagg shield was installed, my wife brought the phone to me at my place of work. It was at that time that I noticed that the screen on the phone had gone black. The lighting on the phone was so dim it was barely visible.

It was at this time that I did a little Google search to discover that if moisture enters an iPhone, the screen will become black. This would make sense, since I discovered that the phone had just been sprayed with Zagg solution, solution being the operative word. The major component of Zagg solution is water, as identified on their website.

The next day, I went into the store and explained my situation to the department manager, Rob **. As Murphys law would dictate, my phone was working at the time and showed no signs of the blackness I had described to him. I had indicated to him that I was having problems with the phone screen. He was skeptical and was not convinced that it was due to moisture, as they did not use moisture, but rather Zagg solution. It appeared to me that he was unaware that the major component of Zagg solution is in fact water. He went on to explain that Zagg solution was indeed safe to spray on electronic devices because it had no effects on electronic components. He even went on to explain that a device could be submerged in this solution and nothing would happen to the device!

He did email Zagg on my behalf with a query to my problem. However I never did see the text of the question he raised to them. I took his word and waited for a response.

Of course when I went home, my phone once again went black. The duration of the blackness over the next few days grew and grew, until currently the phone is always black. It has become a Zagg protected paper weight.

I had tried to phone the Zagg phone number on the website to no avail. This number will not connect to a live person, or even a recording device! I was lead through a maze of push button menu options, none of which was applicable to my issue. I then thought it would be prudent to email Zagg directly. Again this proved to be fruitless. The publicly listed email address I sent my correspondence to had not or will not send a response either electronically or via the phone.

Unable to contact Zagg, I then focused my attentions on contacting Best Buy via their customer service email. To my surprise, all correspondence sent to this email was sent back to me as undeliverable. Really.

On Monday November 28, 2011, I was getting very concerned. I contacted the Best Buy store again and talked to Blaire, the clerk that applied the Zagg shield. I questioned her about the technique she used when applying the Zagg shield and shared with her what I had learned about its application, not to directly spray the solution on the device. It was at this point that she told me that she was trained to spray the solution directly on devices by the training program she had attended. She also went on to say that she had done several installs without any problems. I am sure that this information is correct. She informed me that there was nothing she could do and that she had discussed the situation with her managers, and they all agreed there was nothing that they could do either. I was told the matter of my black screen was solely the responsibility of Zagg. Best Buy would have no part of solving this issue.

It was at this point I asked for the store manager. I was told the manager was not in. I asked for the name and contact information of the store manager but was told they could not give out that information, as it was private. Really.

I then asked for the name and contact information of the district manager or territorial manager, customer relations officer or any other politically correct title relating to customer issues, but I was also denied this, as it was private. Really.

Blaire did take my information down and I was told that a Jody would call me the next day, and that this individual was the Manager. I waited.

On Tuesday November 29, 2011, I had not heard from this Jody so I decided to call the store directly using the phone number from their website. Four tries and a total of 38 minutes on hold I finally was able to talk to a person. I explained this situation to this individual and they understood that moisture and iPhones don't mix. She did seem understanding, however powerless to help. She informed me that Jody was out of town. I asked if there was a Manager around. She mentioned that a Chelsea would help me and that she was the Manager today. I waited.

After approximately 30 minutes on hold, Rob **, the department manager, answered the phone. I was a little surprised. He mentioned to me that he was aware of the situation, he had discussed it with his Managers and that there was nothing that they could do. He was powerless, impotent, and unable to help. I had requested to him if there was anyone in the chain of command at Best Buy that could help me. He said no.

I questioned him about the application techniques used by Best Buy when applying the Zagg shields. He repeated what I was told by Blaire. He went on to say that he was taught by Zagg representatives in Toronto to directly spray the solution onto the devices and that in fact this was standard operating practice that they employed.

I queried him as to why the Zagg website states that this is not to be done, he answered, We were told to ignore this.

I had requested from Rob **, some contact person with an operable email and/or telephone number at Zagg that I could contact. To his credit, he did supply me with the name of Sydney ** at Zagg, who has actually sent me some correspondence.

Zagg has taken the position that it is a Best Buy customer service issue:

I understand how frustrating this situation must be for you and I am very sorry to hear about the experience that you have had with Best Buy. I understand your position and that you feel you are between a rock and a very hard place, and for that I am very sorry.

Unfortunately, we are unable to control our resellers policies and decisions as they are not owned or operated by ZAGG. Because of this, you will need to continue to work with the reseller if you would like more assistance with this. I assure you that I have passed on your concerns about the installation processes that Best Buy said they were trained to do, to the proper department

I had originally requested that Zagg contact Best Buy on my behalf, however it seems that request was denied. However, they feel sorry for me.

Rock and a Hard Place

Needless to say this has been a very negative experience. I had specifically sought out the services of Best Buy to install my Zagg shield, since they offered a Professional Installation. I thought this would afford me some protection as a consumer, and that Best Buy would honor their obligations under the laws of Manitoba.

I am afforded some protection under The Consumer Protection Act of Manitoba.

58.1 In every retail sale or retail hire purchase of goods or services, the seller is personally liable to the buyer for all duties, liabilities, obligations and warranties applicable to the sale or hire purchase by this Act of by contract and the seller shall bear all expenses incidental to having the goods serviced under any warranty whether given by the manufacturer, seller or a third party.

58.2(1) Notwithstanding any provision in a contract to service or repair goods including an extended warranty contract, and subject to subsection (2), the seller of the contract is liable to the buyer for the performance of all obligations under the contract to service or repair the goods, whether or not the seller is a party to the contract and whether or not the seller received a fee, commission or other remuneration for selling the contract.

I brought my phone into Best Buy to perform warranty work on the Zagg shield, whether it was ignorance, poor training, incompetence or negligence on the part of the said Best Buy employee, Blaire, the result of the improper application of the Zagg shield has left my iPhone inoperable.

Previous to this Zagg application I have had no issues whatsoever with my iPhone. It was only after it was exposed to an inordinate amount of moisture directly administered to it (Zagg solution is approximately 90% water) did it go black. This occurred within minutes of this application. One could conclude from these series of events that the Zagg solution application had a direct negative effect on my device, causing the screen damage.

Replacement or repair to a standard that would be acceptable to Apple (the manufacturer of the iPhone), would be a realistic solution to this problem. This would be considered expenses incidental to having the goods serviced under any warranty as outlined in 58.1 of The Consumer Protection Act of Manitoba.

I am requesting that Best Buy comply with the laws of Manitoba, and swiftly implement the above mentioned remedy.

cc: Director: The Consumers Protection Act of Manitoba

My wife and I went into a Best Buy mobile store in Omaha, NE on 11/27/11. We talked to a rep about new cell phone service. We were given a catalog with all the plans and extra, which included a text messaging plan for 1,000 total minutes for $10 a month. We went back in two days later for the plan and told a second representative that we wanted that plan. When he went to add it in, he said the plan was no longer available and that we would have to take a plan for 250 text messages each for $10 per line. When we got home, we discovered he didn't even add the package onto our plan. He also forgot to tell us about a $35 activation fee per line and $20 port fee (we transferred our old numbers over) per line. When I called the Best Buy customer complaint number, I was told Best Buy employees were allowed to make mistakes, which included misquoting prices to customers.

I went to Best Buy in Chino Hills, California and bought two Verizon iPhones 4 in March 2011. I was told by the store employee that if I purchased the buyback program, I could exchange the phones in a few months when the new model iPhone came out later this year. He signed me up for a $14.00 X 2 a month program that he said insured me. He said that I would get 100 percent of the value of the phone. He told me that I should go to Apple.com and purchase Apple care insurance in case anything went wrong with my phone. So, I did. That cost an extra $200 each. It turns out that when I went to trade my phone for the new iPhone 4S on Friday, 10/14/2011, the employee gave me the wrong information. I actually paid $60 for the buyback. And the monthly charge of $14.00 is for insurance. The buyback program only covers 50% of the value of the phone and that goes down 10% every month after six months!

My phone went in to Best Buy to be fixed. They did not have right information to contact me, therefore, they kept my phone for three weeks. They refurbished my phone. I noticed the refurbished phone has a crack so I went back into Best Buy. They wanted to keep my phone for weeks again! Then, the other phone went missing. I used Best Buy insurance and went to get new one. They said the phone was not insured for being missing or stolen, but that's not what we were told when we purchased the cell phones through them. They told us to lock the phone. We did. Using their tracking system, we were unable to find the phone. First, their satellite pictures are at least three weeks old. Second, the phone is not in the area (a metal detector and five people searching the area could not find it). Third, Best Buy would not do anything about it.

I pre-ordered 2 new iPhone4s and received a call stating that I would be able to get them the next day at 11:30 am. After waiting 15 mins. for service, I was told that they "miss counted" and one of the phones wasn't available for me. It's very frustrating! Going forward with the sale of the next phone and almost complete, another sale associate came over and informed the woman helping me that she couldn't give me this phone either! It was supposedly reserved for someone else. It was frustrating enough not getting one phone. But I did not get the two after driving 30 minutes for the appointment in the pouring rain with an infant. Also, I had the sales associate, with the one phone in her hand in front of me, tell me that I just wasted my time and money! Oh, but I'm on the top of the list for the next order. That's great.

I sent a Blackberry Playbook and other electronics to be traded in as part of the Trade-in Program advertised in the Best Buy Website. I appraised every single electronic online, hoping to receive a fair value and to get store credit. It took around a week for these items to be delivered to the warehouses they specified on the shipping labels they provided. My problem started when they "supposedly" tested my Blackberry Playbook and tried to factory restore it, which I already did it before I shipped it out! Anyhow, I received an email saying that the Playbook was simply not working and I was not going to receive any value for it ($0), but no reasons were given about the issue. I emailed and called them to ask them to retest or reappraise the device and even provided personal information from Blackberry ID to have them retest in case they needed all that. Finally, I received an email from Haley stating this:

Unfortunately, it appears a Wi-Fi connection is necessary to restore this device to its original settings, therefore we are unable to do so. In lieu of being unable to fully test this product, this item will be returned to you, free of charge. We sincerely apologize for the inconvenience

I called them and explain my concerned that Best Buy, being the number one electronic store in this country do not have Wi-Fi connection to test their electronics! Even McDonald's have one!

I found this situation not ethical nor professional, because they still advertise that they can take Playbooks as part of the trade in program they have, however, how are they going to factory reset this product, if you still need Wi-Fi to be able to do it. You see my point. They should clearly state that they do not take this item because they don't have Wi-Fi at their electronic warehouse!How ironic is that! If all my electronics, even my wireless router was bought from Best Buy. Can't they take their electronics to the nearest McDonald's or Starbucks to have them tested.

I was hoping to get the estimated store credit or the value of the appraised Playbook, to buy an IPad for my girlfriend as a birthday gift, along with credit from other electronics I sent in such as an IPod touch, e-reader, video games, but because of this incident Best Buy just lost a customer.

As a matter of fact, I bought an IPad 2 two weeks ago for myself, 64GB, and I noticed that today is the last day to return it. So that's exactly what I will do! I will return it, walk out, cross the street and buy it from the Apple store.Thanks Best Buy for promoting this false advertising and not having enough equipment like a $30 wireless router, to test the electronics you receive.

People, don't let Best Buy scam you with their Trade-In program! They **! It's a waste of time. I just hope I get my Playbook in the same condition I sent it in. I will let you know.

I went in to have a screen protector installed on my phone. When they went to install the screen protector, they put water on it, I guess, to clean it. When they did that, they noticed the screen was cracked. The manager is the one who attempted to put it on. After waiting a while, he came to us and said it was cracked. He handed me my phone and showed me where he saw it was cracked and that he was going to try and heat it up and dry it out. When that failed, he basically told me he could do nothing for me. I was not ok with that, so he called a manager. She saw my phone and went to go figure it out. Her solution was to put it in rice and come back in a day. I told her that it was not acceptable and I needed my phone.

I offered to pay the difference, since they did not have my phone. She stated that was not a option either. I don't understand how a crack that was noticed after the fact was not noticed prior and now my phone is ruined at no fault of my own. I called your complaint department and was told the same thing that I was out of luck and they are not responsible because you couldn't see the crack. He showed me the crack after the fact, so why didn't he look prior. He is the so-called professional.

I took my phone to an Apple store after I left, and they stated that it is the first thing you look for and I was obvious to them, and that water should never be applied to clean a screen. That's what microfiber is for.

So now, because of his neglect and horrible customer service, I am out of a phone. I have to spend $200.00 on a new phone, and I did not do it. I would like a resolution to this situation.

I went and bought a brand new iPhone 4 for my wife at the end of May 2011. When I purchased it, the guy sold me on their insurance plan which he claimed was "superior" to Verizon because they replace the phones with new ones, not refurbished. Well, my wife's iHome button stopped responding so I took it to Best Buy and explained to them what happened. They, in turn, told me I have to give it to Geek Squad for repair. When I told them about the insurance, they said I was misinformed and they don't replace phones, they send them out to be fixed. They said I would also have to pay $150 as a deposit for a loaner phone. When I asked to see that phone, I was shown a flip phone. Are you kidding me! A $600 phone and you give me a 4-year old flip phone that is free? I spent 16 bucks a month for this insurance policy, and for what? Not a thing! I am stuck with an iPhone that works, sometimes, because I can't afford to be 2 months without a phone.

I purchased the black tie protection for two of my cellphones (Blackberry's) under the impression that Best Buy and Blackberry had an exclusive agreement to swap out any defective phones with a new out of the box phone on the same day. I went to Best Buy to have my phone repaired or swapped out. First, they did a software update which didn't help. Actually, it totally locked up the phone so I went to another store the next day where I was informed that in order to obtain a replacement phone, I would have to get a loaner phone and wait 3-5 days to get a refurbished phone as a replacement.

I spoke with the manager of Best Buy mobile and he informed me that the procedure changed back in February. I asked how consumers were informed of this change and was told that he didn't think any form of communication had taken place, yet they kept charging my credit card $20 every month for the black tie protection. To take it a step further, I told him that when I upgraded my husband's phone and was sold the protection plan under the exact same impression, that any defective phones would be switched out in the store on the same day with no hassle. Well, my upgrade took place on March 22 after the changes had been made and I was lied to!

I guess some people will say anything for a sale. Although I spoke to five different people at Best Buy Corporate, black tie protection customer service and two managers at Best Buy, I was told the same thing by all of the managers. They agreed that I was not informed of the change, yet still charged for a service completely different than what I agreed to pay for. All of them said that they couldn't do anything for me as far as a refund is concerned. And every department said that the other was the only one who could make an exception to accommodate what I was promised but no department was willing to do the right thing.

They basically said that they agreed with me, wished that they could do something because it is the right thing to do but their hands were tied and they didn't have the authority to do anything. Two of the people I talked to asked me to write letters/emails so they could document this occurrence because it's happening all the time and there's nothing they can do about it. It's sad when an employee can't do the right thing for a customer. I'm wondering if it's even legal to charge a consumer for a monthly service plan when drastic changes were made and the consumer was not informed of the changes.

I am a visitor to the US. I walked into the Best Buy Mobile store in Seminole County Town Center near Lake Mary, FL. I asked for a sim and charge cards for a prepaid connection and was met with Jacqueline, the manager (as I learned later).

She offered an AT&T mobile with connection which I declined because I didn't need a mobile phone. Later, she would repeatedly tell me during our arguments that she was recommending this mobile over the other connection that I took. She repeated this so many times that I actually had to ask her to shut up. She sold me an H2O wireless sim card which had a monthly plan, etc. that suited my needs. I clearly told her my needs. This was fine. She sold me three $20 charge cards from O2 (which were old, as I came to know later) which had "compatible with unlimited" written on them. Apparently, they were compatible with a night unlimited plan that no longer exists. I think she just loaded her old stock on me.

The problem started when I activated my sim with a $60 unlimited plan. The $20 charge cards would just fail to do the top up and no one (Best Buy or H2O) would help as to why that happened. I came to know this the next day, that these are used only for the minute plans. I think the BB manager should have known this. I suspect that she expected me to buy another top up card because these wouldn't work. She sold me $20 x 3 = $60 of cards because she said it would take care of the $50 month plan and gave me a $10 charge for free international calls. It turns out that there is no $10 charge for free international calls. Instead, for $50, I got $10 worth of free international calls. Again, this is something I feel the BB manager should have known. Or did she?

On the third occasion, when I accosted her with all this information, she just refused to accept her responsibility. The fact that she mis-sold the cards did not mean anything to her. She refused to refund anything, saying those cards were non-refundable. Under normal circumstances, that would have been fine, but not in this case because she had mis-sold her old stock to me by telling lies.

On August 6, 2011, I purchased two phones from Best Buy, Evo 4g and Blackberry. I was going to purchase the Sprint protection program but was convinced that the Best Buy Black Tie protection program would be better. The reason I did purchase the Best Buy Black Tie program was because I was told about the lock and found feature. I made it very clear that that feature was the only reason I was willing to go with the Best Buy protection program instead of the Sprint protection program.

Well sure enough, on August 23rd, my daughter's Evo was stolen. I went to Best Buy to utilize the lock and found feature. I was told that it was never activated and that I should have received something to activate it myself. I was told that there was nothing that they could do. I never received anything from Best Buy to self-activate. I was told several times that it was a new program and they did not know much about it.

I called Best Buy customer service and ended up talking to the corporate office who told me that I needed to speak to the store manager. I went back to Best Buy and spoke to the store manage (Mannie) who at that time said, "Well let's try to activate it now and see if we can locate it." Okay, so why wasn't that done the first time I went in? Had that been done the first time I went in, maybe the phone could have been located. When they were not able to activate it, Mannie told me that he would be speaking to his boss (the district manager) to resolve the issue. I have not heard back from anyone.

In conclusion, had this feature been activated and available, I could have utilized it and filed a police report and recovered my Evo. This lock and found feature that is part of the Black Tie protection program is the only reason I decided to buy the Best Buy protection program. I am being made to feel that Best Buy just does not care about customer satisfaction.

Sherri

I bought a Samsung Infuse mobile phone from a Best Buy mobile store and also the Geek Squad protection plan for two months. In the middle of the second month of the protection plan period, I called the customer service and cancelled the plan. I was given assurance by the customer service representative that my services and replacement will still be covered for the first two months, since I already paid for the service. As fate would have it, I had some problems with the phone and so I went to the nearest Best Buy store (Frisco,TX near Stone briar mall) to get it fixed/replaced.

I made three trips to the store and during the first two trips, the mobile store manager, David, was very helpful and he called the Geek Squad customer care to get my plan reinstated since I already paid for the services. The plan was supposed to be reinstated in five to seven business days but it never happened. By the time it was reinstated, my two month coverage was up and I couldn't get the phone fixed. During my third trip to the store, the lady at the mobile store was not helpful at all and she tried to just give me some vague reasons why she cannot help me. So after paying $20 for two months, three trips to the store, wasting two hours for every trip and lots of tension, my issue was never resolved.

So much for the Geek Squad protection and customer service. I would never recommend anyone Best Buy protection plan again. It is just another way of making money by Best Buy. If you know how to operate a computer, then you probably don't need the help of a Geek Squad member. All he did to help me was do the factory format in my mobile phone which I had already tried.

If I had bought this mobile phone at a AT&T store (I had a two-year contract), AT&T would have replaced my phone with no questions asked. They had replaced my i-phone earlier without asking any questions.

I had a horrible experience with the Geek Squad. Do not waste your money with Geek Squad.

I spent 2 1/2 hours on 8/15/2011, dropping of a phone to be repaired. They made me pay a $50 refundable deposit on a loner phone (not in the insurance policy when I purchased it). The loner phone barely works and I cannot use it to operate on a daily basis. I use my phone for my business and this loner phone is not capable of much more than dropping my calls. I have been calling Best Buy for 2 days, asking for the status of my phone which I was guaranteed to have back on 8/18/2011 and I am being told that it's on its way.

Today is 8/19/2011 and I have been informed by Best Buy that all their shipments have come in and my phone is not there. Their solution is to have me call back on 8/22 to see if it is there. I pay a monthly insurance fee in case something happens to my phone it can be fixed. When I purchased the policy with the phone, I was initially told that the phone would be replaced the same day or I would have an equivalent loner phone (no cost) while mine is repaired. Every time we go there, they tell us they have changed their policy and of course, there is nothing the consumer can do.

Best Buy has been cheating and lying to its customers for a long time. This store has refused service to other consumers due to the fact they didn't like the consumer complaining to other consumers. They are very unprofessional and I don't believe they should be able to operate a store while lying and stealing from their consumers.

Apparently the local Best Buy has an issue with Verizon. I attempted to purchase a monitor. After waiting in line for 15 minutes (and i was the first in line) I was told that I could not add this purchase to my rewards points. I would have to do it myself online because the network was down. But aren't they the Geek Squad? After that strange conversation, I swiped my card. The reader was unable to continue the transaction. She stated that I need to cancel the transaction and try it as credit. I did. Did not process. Now I am wondering how many times I am going to get charged for the same item.

Then we pick up the phone, and in the world of identity theft she begins to call someone. She asks for my card again and I watch her put my numbers thru on a touch tone phone. Then she says she needs to make an imprint of my card. I said that I was not comfortable with all of this bizzare way of doing business. I was told that the inprints go to the managers office. And then where? To the dumpster? Might add that I attempted to make this purchase in the evening after watching the news on hacking originating from other countries with reminders on what not to do. The Geek Squad was doing exactly what was "not to do". No answers. Only a lot of blank stares.

Last time in Best Buy. I believe that a business has a fiduciary responsibility to the consumer to make sure that transactions are secure - that is not happening. I am not purchasing an item from Verizon. I don not care about your issues with networking. Your marketing clearly states you are the experts. Experts don't make credit card imprints in calendar year 2011.

Wanted to buy a new phone, called support in order to get info about some details on the online order form. Automated voice said response time is 20 minutes. Waited 15 minutes then found out there was a link to talk to a representative via the web site. Opened the link, a chat window appeared saying response time is 8 minutes in the window header. Waited all 8 minutes and guess what... they hang up on me after 10 minutes.

Here is the log file of the window body:

5:04 PM Technician Console has ended the session.

I was double charged for the iPhone service agreement. The manager would not refund and referred me to corporate for refund. I did not purchase from corporate, I purchased from that location and my refund was refused. I visited this location 3 times and the associate did not want me to have their names.

I called Best Buy and they told me good luck deal with the manufacturer. I said, "No I didn't buy it from them. I bought it to you. So you give me a new one and then you deal with the manufacturer."

I am this Best Buy's client, not the manufacturer's client. I want them to take this bad product and give me a new one in working conditions. It wasn't ready for pick up until April Order Number: ** . But once again wasn't ready to pick up until sometime in April.

While purchasing a new cell phone from Best Buy, a little over 2 years ago, sales rep convinced me to switch over to the phone insurance plan Best Buy provides. He said my Sprint coverage does not provide a "loaner phone" during long term phone repairs, and that their insurance service does. I was okay with my Sprint coverage, but a "loaner phone" was a good idea, and the only reason I switched over.

About a year later, I opted for an upgrade phone, and tried out the newest model of same brand name as the phone I was upgrading from. Not being satisfied with it, I'd switched to another that claimed to be very reliable. Now after several months (but less than a year), that phone doesn't work, and after bringing it to Best Buy to have it looked at, I find out I'm not covered by any insurance.

The Sprint insurance I'd always had on my past phones never seemed to lapse, or have to be re offered during each new purchase, so I didn't think to even ask the next Best Buy sales person to insure my newest phone, and none of them had offered a plan during my new purchases. I was left without insurance, and Best Buy Costumer Relations is not taking responsibility for it not being offered.

I recently bought an iPad for my wife. At the time of the purchase, I specifically asked the sales associate about the return policy. She replied, "30 days from the day of the purchase." Since the purchase was for my wife, I wanted to make sure that she likes it and I have an option to return it in case there is a problem with it or in case my wife feels it's not for her.

Since the purchase, the device constantly locked up during operation. My wife was not satisfied with the purchase and wanted to return it. I took it back today for the return (within 30 days) and was denied any help. Now, the manager told me that the return policy is 14 days and not 30 days. I was denied the service even after I informed the manager about my prior understanding of the 30 day return policy. Now, I am stuck with a product that I am not really happy with. I have decided not to do business with Best Buy in the future and cancel my credit card account unless Best Buy honors my request and returns the product.

I bought a cell phone on Nov. 2009. I had to take it in to Best Buy on March 2010 and had to buy a battery and charger, which Best Buy does not sell. I purchased the insurance with Best Buy as well and had to go to Sprint to buy the charger and battery. This did not solve the problem. Best Buy told me that since I have the insurance and they do not sell the accessories, they would reimburse me. I followed the steps they told me via the store manager Marie and Dept. Manager Edwin **. As of 2/11/2011, I still have not received my refund. I have all the paperwork and receipts to prove what the manager stated to me. Never buy a cell phone from Best Buy, they do not service their equipment and the insurance for cell phones is a scam. My phone was sent off to be fixed and came back the same way it was sent off. The phone was gone for 2 1/2 months.

I made a call today regarding an order I have in for a replacement cell phone charger (Evo HT). The original order was placed in late September 2010. I was told tonight that something went wrong with the department and it has since been completely shut down.

In that process, my order was lost, therefore it was necessary to start over with a new order number. I am upset because I was not informed of these changes and once they did find out about my dilemma, no one could make any provisions for me to get this item immediately. I contacted the office to advise that I'd like to voice my complaint and was told to contact the Best Buy store (Mobile Phone Dept).

I contacted them and was put on hold for approximately 10 minutes! Someone finally answered and she put me on hold several more times and in turn connected with the Consumer Complaint Dept. They left me on hold for an additional 20 minutes, and just as they wanted, I hung up. How ironic that the CEO, Brian **, is the first initial contact when you dial, but the waiting and lack of help is ridiculous. This service is unacceptable and I want to know what your procedure is to make amends.

I bought an iPhone. I was sold insurance for it. I accidentally drop it. I was told I would get a new iPhone when I bought the insurance. But when you read the stuff I get a used one and I have to wait on it. Now the used one has black spots on the screen and the battery doesn't last 3 or 4 hours (depends on how much you use it). So I went to the store to do something about it. I was asked to leave before I even opened my mouth. I was told I make them nervous because I'm a biker.

Well, the chopper I ride is a $ 38,000 chopper. I'm real sure it isn't against the law to be a biker. I'm always clean. I never wear anything that has the name of the bike group I belong to. I won't even wear anything that say's Harley Davidson on it. The store manager told me when the first phone was broke. They don't want my kind in their store. How would they know my kind? They don't know me. I'm a retired United States marine. I need an apology and the iPhone fixed. And if I was to decide to ever shop in that store again, I need not to be followed and treated like a criminal.

I was at the Best Buy store a couple weeks ago. I was going to purchase apple earphones with remote and mic, I saw then on the apple.com, they were $29, but I decided to go to Best Buy store. I found them but they were $39.99. I asked a sales person if they do price match, he said yes, but they would have to call the apple store. He told me to go to the customer service, so they can help me. So, I went and I told the lady at the customer service that I wanted a price match, she said, "Okay." She then supposedly started calling the apple store in Cerritos, CA. She said the price was also $39.99 and so being a fool, I believed her.

So, I decided not to buy them at that time but a couple days ago I was at the apple store, and to my surprise the apple earphones with remote and mic were $29. I asked an apple sales person if the apple earphones with remote and mic were on sale. He said no, that is the price that they have always been. I'm just disgusted with Best Buy, they really try to take advantage of the customer. Best Buy is the worst store there is. Never going back. Also most all the apple accessories Best Buy sells are more expensive that at the apple store. "Customer beware."

My husband and I bought a "brand new" Sprint 4G Evo from the mobile department. And we paid the upgrade fee of $200.00 to renew our contract and get the new phone. Apparently, the sales associate was quite rude and just looked irritated being there. So, when we approached him about the cell phone, he told us there was only one left. We were going out of town the next day so we decided to make the purchase final. For 2 weeks, we have been happy with the phone. That is until I was trying to send my brother some photos and discovered ** pictures and videos that had been downloaded to the phone.

I was so furious. I called and spoke to a supervisor who kept apologizing but saying it must've been a manufacturing problem. I told him we spend way too much money there each month and don't appreciate being lied to or sold a refurbished/used phone. The first thing he insisted on was that they don't sell refurbished products. But I assured him the phone was not new like the sales associate made it out to be. If I would've known, I would've never made the purchase. I will never do business at this store again. But I can't even imagine what would've happened if a teenager or small child would've gotten into this content. They dropped the ball and need to take responsibility.

We purchased the insurance on a cell phone. My daughter had a problem so she brought it into Best Buy. We were told that a new phone replacement would be done on the spot, that's why it was $3 a month higher than Sprint. When it was dropped off with a problem, we were told that the immediate replacement was only on Blackberries. So, we were lied to from the beginning.

We were told they would have to send it off and it would be back in a week. The phone was dropped off on June 16th. My daughter called a week later and found out the phone was still sitting at the store. She has made numerous calls and finally gave up (she is 18) and asked me to help. I called on July 8th and they have no clue. I asked for the store manager and was told he would call me. I called for the store manager 2 additional times and got no response.

It is now July 17th and we still got no phone. I tried to call corporate but got the runaround from number to number. Agent Skyler told me that they have 30 days from the time the repair center received the phone, and they don't count the week they let the phone sit in the store. I need help to get the repaired phone back and my debit credited back for the insurance premiums at a minimum because it is clearly a scam. If Best Buy told the truth when selling this insurance, no one will ever buy it. So, it is clear that their employees have to lie. They also should be immediately stopped from selling this insurance. We are paying insurance on a phone we don't have and paying for a service to Sprint for limited service because we are using one of our old phones. It is a clear fraud from Best Buy.

Back in December 15, 2009 we change carriers and went to verizon and got phones thru best buy which at that time had a promotion to get the activation fee back after a month or two but I've made several calls and talked to Danielle and she always ends up taking my information down saying she is been working on it and will check, or that she had send out an e-mail and they told her this was going to be taking care of but nothing. other times Ill talked to someone by name Jason and same thing, he even ask me to send out an e-mail with my information and I have more then twice but no reply. I am so tired of called since a lot of time the phone only rings and no one will pick up the phone and when they do they just shut me up by asking for my information again and thats all I don't hear nothing back.

I've asked for the manager and they say that he is not there but to give my info again and of course again nothing gets done. I even went to the store and asked to talked to Danielle and I waited for over an hour there waiting on her and she knew i was there but she and no one seems to care. When she finally talked to me she made a couple of phone calls and again got my infor and still nothing. That was a couple of months ago. Today I called twice and twice I waited for over 30 minutes pushing option 3 to speak to someone but nothing.

Best buy owes me $96.41 dollars because I got 3 phones and I'm so tired to have to wait and to keep getting the run-around and i'm sick and tired of messing with this. I know that $96 may not seem such to some people but it does to me and I don't think I'll ever buy any phone or anything else from them. They are so unprofessional and rude! And i will make sure to tell other people of my bad experience, I'm very disappointed with all this.

Every time I went to check on it they said should be a week. I went today, they told me the phone has been recalled(which is untrue) I called Nokia, the maker of the phone. Because they had the phone for such a long period of time I had to buy another one, elsewhere. They want to give me another phone, and pay the difference. I do not want another phone. I would happily take a store credit, they are adamant about not giving me my $350 back. I gave them cash, they convinced me to buy the extended service contract, so this type of thing would never happen. I was promised by the sales rep that the extra money I pay every month allows me an exchange on the spot, if it was something wrong with phone(which it clearly was)

I bought a Nokia E71X at Best Buy on June 30th. On October 7th the on/off switch no longer worked and the phone was sent in for repair through this store. On November 22nd - more than 1 months later, the phone came back from repair - WITHOUT THAT IT HAD BEEN FIXED!!! In the meantime I had to BUY a new phone from them - no loaner was made available. Only thing they offered after I complained is that they could send it in for repair AGAIN! No apologies or any help offered! Under manufacturers warranty the product will be either 1. Refunded or 2. Replaced with a new product if it has been under repair for over 1 month. Nonetheless, the store refuses to do ANY of the above!. Therefore my best advise is: DO NOT BUY CELL PHONE FROM THIS STORE!

A year ago I purchased 2 cell phones with Best Buy's insurance. Recently one of the phones was damaged beyond repair and I went to Best Buy to have it replaced. I was told my insurance had been cancelled because my credit card had expired and I had not called them to give them a new number - apparently they charge every month for the insurance?? I was not clear on that, I thought I had previously paid for the insurance. I asked why they did not call me and was told someone sent me an email, which I never responded to, so they cancelled me out.

The salesperson made a call and discovered they had sent out an email but misspelled the name (which was correct in their system) which is why I never was notified. No one ever attempted to contact me via phone. They made me purchase a new phone for $300, which I needed immediately as my son had used that number on recent employment apps. I complained to Best Buy customer service and a rep said she would check into it. A week later someone called me and said I could have a $50 Best Buy gift card for my trouble. I'm still out $250, and I've never received the gift card. Will NEVER go into Best Buy again!

I was very angry and I had an argument with the manager. Manager started yelling...get out of my store get out of my store. This is ridicules.

They never gave me $50 cash back. When I cancelled the ordered; I didnt read the receipt. I assumed that I paid money by credit card so it will be posted back to credit card.

When you return or excahnge anything at Best Buy make sure you read the detail.

I have an ATT Tilt that i purchased from Best Buy 2/2008 i have sent it back twice to the manufactuers due to software difficulties. Now 3 weeks ago i brought it back to Best Buy in W. Paterson because i took out insurance through them and they have sent it out for repair to a company called RMS. I have been in contact with Best Buy atleast twice a week on status on my phone. It has been 3 weeks and still no results.

So im really not understanding what the problem is that my phone as not been replaced with a new phone. I should not be subject to taking the same phone for it to happen again knowing that this phone as continuious softward problems.

I had purchased a Samsung cell phone at the Best Buy store located in Orange, CT in February 09. The phone didn't work right, so I returned it within 20 days for a cash refund because they didn't have that phone in stock anymore.I then went to the Best Buy located in Milford CT at the Post Mall and purchased the same phone, hoping the first one was just defective. I used the phone for a few weeks and had problems again. Everyone I talked to told me I souded muffled, I cut out every second, even when I had full service, etc. People stopped answering the phone for me as they were getting annoyed with the quality of our conversations.

I planned on returning the phone and then noticed on the receipt that it was one day after the 30 day period for cash refunds. I called the Milford location, told them that the phone was defective and I did not want to purchase the same phone again because I had already had 2 defective ones. They told me "they weren't authorized to over-ride the 30 day policy but to call the Trumbull store and ask for a certain extension", which I don't have on hand but can find the paper if need be. This didn't seem to make sense, but I did what they requested, but couldn't get the manager on the phone for weeks. Finally, today, May 2, 09, I got in contact with someone named Matt.

He informed me that he or Chris, the store manager, were authorized to override the exchange period, but didn't understand why the Milford location asked me to call there. He (Matt) was nice on the phone when I called. He asked for the description and model of my phone and I gave it to him. He informed me that they had it in stock and to come all the way to Trumbull and he'd either exchange it for me or give cash refund. I told him I'd rather a cash refund as I had already had 2 and neither worked right. I told him I appreciated it and got on the road. I drove 60 miles from where I was near Hartford and asked for him when I got there. He looked at my receipt, typed some things into the computer, and realized that he didn't have the phone I was looking for after all. Although I told him my phone was light blue, and gave him the model number, he had a solid black one waiting there for me which was completely different and more expensive. It looked nothing like the phone I had purchased earlier and have no idea why he told me he had the model I told him I had. Assuming I was getting a refund, as I was told on the phone before driving 60 miles one way to the Trumbull location, he opened my phone, put in his own sim card and called someone within the store. He asked "can you hear me"? to the person he called. The person responded "yes", from what I gathered standing there. I started getting a bit aggrivated as I had just driven out of my way and he was questioning my reasons for returning the phone. I put my own sim card back in the phone and he called me from the store phone, this time he said he could hear me, but I could barely hear him. He asked me to walk closer, and then asked if I could hear him. Of course I did, as he was 3 feet away from me, but I couldnt really hear him on my end. I explained this to him and he began calling someone again and asking if they can hear him. I informed him that I had just driven 60 miles and had to drive 60 miles back because he originally told me he would give me a cash refund on our phone conversation. He said "I have to see the problem for myself". I explained that I would never drive that many miles, or go through that much trouble if there was nothing wrong with the phone. He just said "I have to see the problem and I haven't, the phone is fine". He did not tell me this prior to me coming and the phone is not working properly at all.

My 10 day old Samsung Metro PCS cell phone imploded basically after I spent 30 minutes outside in 5 degree temperatures, when I returned into my office building it started vibrating and sparking. It had pock marks all over the phone. I returned it to Best Buy as I was instructed by the store manager Brian, and Ryan C in the cell phone department accused me or someone close to me of stabbing my phone repeatedly with a screwdriver. Well, as a very well educated female with no history of psychosis, I took severe offense.

I needed a replacement phone and Ryan deemed himself OMNISCIENT OF CELL PHONE ISSUES would not exchange the device for a replacement, I had to purchase a $121.00 phone so I could have communication with my husband who is also on the Metro PCS plan. Best Buy's Ryan Cliff also told me that I never spoke to anyone at Best Buy who instructed me to return the phone-you must be confused, maam, he said. Well, I'm not confused about lodging a complaint on this website. I really want a refund considering the SamSung cell phone could have caught on fire.

The day after thanksgiving my daughter was looking at the ads for black friday. And seen a cell phone that she wanted and called, but she got confused on the phone so she hung up. I called back and got a different salesman the ad was for a Samsung Rant phone for 19.99 with a two year agreement.

I asked him how much money do I need to come into the store and buy the phone. He told me that he didn't have that phone in the store. It was only avalable in York Pa etc. I explained to him my displeasure because it doesnt say that in the ad. He told me that the circular is a state wide circular. I said okay then i would like you to ship one of the phones from a store that has them, and then call me and i will buy it. The salesman told me that he could not do that, because he does not have the equipment to activate the phone in the Wilm. store. So I suggested that he order the phone have them activate it and then ship it to Best Buys in Wilm. and then I would come and buy it. He then tole me that he does not have a license to sell Samsung phones there so he could not do that.

I told him how misleading the ad was. That it didnt state that you could only buy certain things in the add at certain stores. He agreed with me. They should state somewhere in the add that something can only be purchased at some stores. I have the add if you need it.

My daughter was upset because she wanted that phone for christmas. And we see that Best Buys lie in their circulars.

On October 22nd 2007 I purchased phones made by AT+T from Best Buy. They wouldn't work right after one month of purchase. We couldn't dial out, hang up the phones or sometimes even receive calls. AT+T sent me replacements, I really do not want to go through dealing with crappy phones again. So I went into Best Buy today the 12th of September 2008, with the original receipt in hand. I was told Sorry I don't know how many times.

They were sorry I spent $105.00 on non-working phones, they were sorry I didn't purchase their warranty, they were sorry I wasn't getting cash or even store credit. Now I'm never shopping with them ever again. they lost my business forever and I'm letting everyone I can know through the internet that at Best Buy the only way the Customer is Always right is if you buy their warranty.

I'm out $105.00 plus the 8.25% sales tax. I'm stuck with phones I have no trust or confidence in. And I'm very disappointed with Best Buy for not standing behind the products they sell.

I purchased a phone (free) with a 2-year contract. This phone is for my daughter whose husband is on the list for a liver transplant. Her house is in foreclosure and she is on a S.S. disability and her husband is waiting for his S.S. to kick in. They do not have any money. I did not take insurance out on this phone because I could not afford to. Her screen on the phone is cracked and Best Buy refused to give her another phone. She had to take the sim card out of the AT&T phone and insert it into a pre-paid inexpensive phone.

Best Buy told us to take it to an AT&T store to see what could be done, if anything. They told me because I did not purchase it in an AT&T store, there was nothing they could or would do for me. A new phone would cost between $200-$300 and there is no way I could afford that. This phone was purchase about 2-3 months ago. I already paid 3 bills on it. Could you please help me?

Crack in screen preventing calls to be made.

I purchased a cellular phone from Best Buy and was convinced to buy their "insurance". I was told that this insurance would cover my phone for any damage for three years no matter what happened. Well I recently had an accident with my phone and went to get another phone from Best Buy when i was told that their insurance policy had changed. They now sell a plan that is $40 for 2 years. This new plan does not cover loss, theft or damage to the phone due to accidents.

When I purchased my phone and insurance, I paid $60 for three years and still have my original receipt. After going around to a few Best Buys, i was told that the old policy had been abused and that sales people had lied to consumers to sell the insurance to "make quotas and numbers" each month. Now it appears that I purchased a worthless insurance from Best Buy but I intend to do everything in my power to let everyone know about Best Buy's bogus insurance and policies. As an Armed Forces member i feel that this is unacceptable treatment.

I bought a cell phone and was talked into buying a service plan. The man stated "if ANYTHING goes wrong with the phone, WE will either fix it, or replace it." Well, just 2 days ago, I had a problem with the phone, I called Best Buy, told them the problem, and they told me to bring it down and they would try to fix it or replace it. So, I brought it back to Best Buy, they said "we don't cover software."

Now, I guess I sort of understand that, but was never informed of that when I purchased the service plan. He said "it has to be a problem with the phone" and I said "but it is a problem with the phone." Anyway, I feel that I bought the service plan thinking they covered everything since the rep said "if ANYTHING goes wrong with it...". It turns out they don't. I feel it was false advertising on Best Buy's part.

I was in tears at the counter trying to not cry over such a thing. But now, I have to spend another $300 on a phone. I guess all I can say is that I'm very angry and hope that no one succumbs to their bull and wastea money as I have.