Best Buy Reviews

A few hours later, I realized that the longer I waited, the greater the chance that I will not have the funds refunded to me before Christmas. Best Buy did not show any concern for this when I called back and waited on hold for over 30 minutes. When I finally got a hold of a rep, they hung up on me when trying to transfer to another department. When I called back, the initial rep, who transferred to the appropriate order department, stated I would have to wait another 30 minutes and there was nothing they could do. The service has been horrible, and now, I am not sure I will have the money back in time to get my daughter anything else for Christmas. I will never use Best Buy for anything!

I called Best Buy and was told there was a problem with the payment. I hear the Customer Service Rep entered the wrong expiration date . So I complained. I was told they would give me 20 dollars off and free shipping. Once she tried to reenter the order, the item was no longer available for shipping and still not available in a store. So I was told my only option was to have it placed on back order. This is my children's "big gift" for Xmas. I requested to speak to a manager and was told I would have to email one because they were too busy to take complaints over the phone. I feel it is a shame that they advertise store pick up and then it is not available and also that they list things on sale and then do not have them in stock.

It is very important that I have a computer that is reliable. I am in college trying to get my Masters in Business Economics as well as being an independent salon owner. It is vital to my future to be able to complete my assignments online and on time. It is also very important that my business excels and stay afloat during this recession and in doing so, I have to have full use of my computer. Due to this faulty computer, I am not able to complete my assignments online and I am losing valuable clientele that usually access me through the internet because the LCD continuously blacks out completely.

I have to move the screen back and forth and some times tap on the sides for it to come on again. The screen flickers in and out. This is the best way I can describe it. The mouse freezes then goes haywire, then screen begins to move like a pinball game. My charging cord is faulty with a shortage. I have to move the computer and the cord a certain way constantly so the blue light comes on to let me know the computer is charging. Most of the time, it takes me at least 5 minutes messing with the cord and at the same time, I'm praying that it comes on and works this time. I have to leave my computer in one localized area without moving it because it will black out. I therefore have not been allowed to access important information pertaining to my business.

On numerous occasions, I have taken my laptop to Best Buy to try to have these problems resolved. When I went in the beginning, the first two times these issues would not show up in front of the Geek Squad clerk, therefore he said he could not do anything about it. So I had to leave the store with no help from them. They seemed so unconcerned about the situation. Customer service is supposed to help resolve the problems. Well, you now know they didn't do their job. Instead of these problems showing from time to time, they began to get worse.

Now after continuously dealing with these problems, I took it back to Best Buy again and luckily, it displayed the problems I was having. They kept my computer for a whole three weeks before they discovered what the problem was. They informed me that the computer had a faulty hard drive and that the unit had failed HDD tests and that they had replaced it under MFG. When I received my computer back, they gave me a sheet saying that the computer system had passed all inspections.

Not a full week went by, my computer began to start to do everything I had complained about in the beginning so I took it back once again to Best Buy and the problem didn't immediately show up. The only problem that showed up was with the faulty cord. He then advised me that I had to contact Dell for a new charger and that it was still covered under warranty. The clerk told me they would need to keep computer for another week to try to find out what was happening. This was another inconvenience to my online classes and my salon once again. I informed the the clerk that I couldn't wait another week for them to figure out the problem. And that I couldn't wait till I was home for the problems to come back and I have to get up and drive 40 minutes one way back for me to prove that the problems were still happening.

These problems were costing me gas as well as valuable time whereas I should have been working trying to keep my business open. So after going back and forth to Best Buy at least five times, I decided to stop using the middle man, Best Buy, and go to the main source, Dell. Being a corporation of high standards and guarantee quality products, I ask you as a valuable longtime customer to replace my laptop & charger with a brand new one. This will in turn allow me to finish my schooling successfully and access my clientele and help bring my business back on course. I believe that as a great company, Dell, with such high standards will guarantee its products and restore customer satisfaction by providing me with a sufficient quality working computer. This will, in turn, restore my belief in your company. I humbly ask someone from your company to contact me concerning this matter as soon as possible. I will greatly appreciate your kindness to take the time to help me. Thank you in advance.

The first time it went out, we purchased a second TV to use temporarily (32" Insignia) and kept it after repair. Second time, it went out the pop was so loud we thought it was a gunshot! We live in a good neighborhood but you never know - it was a relief when we noticed the TV picture was dark again.

He then says, "Madam, please leave the store or I'll get security!" Oh my God! I said, "Are you serious?!" We went to the front of the store asking to speak to the General Manager and to our complete surprise, Aissa is the Store Manager. We did nothing wrong and he treated us like criminals.

I operate and manage several hotels in Montreal and my wife works for an Airline company and we've never had an experience as such. This man should be given disciplinary measures and possibly fired for speaking to us in this manner. We will not enter a Best Buy ever again and not recommend this chain to anyone.

I informed them that I had no idea why the printer inside was different as I had done nothing more than open the box. I was told they could not make any exchange as they hadn't even sold that model for over a year. I was told that I could make a complaint to Epson, but that they were not going to help me any further. I explained that as I had spent over $1,000 that day, it was unlikely that I would try to scam them out of $24.99 or less as there was a printer in the box, and that it would not make any sense for me to bother wasting my time on something involving so little cash. Getting nothing but a lot of nasty attitude from the clerk. I asked to speak to the manager. She was rude, arrogant and discourteous from the moment she came to the counter.

She too suggested that my claim was erroneous, hinting subtly at the idea that I was a cheater and a dishonest person. Whoa! You do not tell a customer that they are attempting to pull a fast one. She represents a multimillion dollar corporation. I told her I would not accept her cynicism and that I demanded satisfaction. I asked for her supervisor's name and she refused to give me anyone's name. She suggested that I call the corporate number. Good luck with that. I told her that she was being unreasonable, shortsighted and that her behavior did not represent professionalism or good customer service. She said I needed to calm down and to leave. I told her I had received no satisfaction and therefore was not yet ready to leave.

I am furious with this store and think that they did false advertising saying this item was on sale. The day the ad came out, all of the stores were out of this product. I also think it is wrong that they would not sell the display model. We were told that they would not be getting any more of these laptops in, so why do they need the display model. I am furious and will never shop at Best Buy again. We were also treated like we were stupid when we asked to purchase the display model. Like I said, never again; I have spent a lot of money at Best Buy.

After receiving the confirmation email telling me to take the email, my license and the credit card I used to the store to pickup the item, I drove to the Saugus store to pick up the item. The store had just opened and there were about 20 or so employees in the entrance area, but not one asked me if I needed help and when I did go up and asked someone for assistance as to where to pick up my item, it seemed as if no one wanted to help and then finally a young lady in the crowd told me while pointing to a male employee, "He will help you."

I proceeded with the sales rep to the in store pickup counter and he looked through a bin and pulled out a box and proceeded to check me out. I was assuming that the item that I paid for was in this box so really no questions were asked and I proceeded to sign the receipt and left the store.

After I drove away, I looked in the box and realized that the headphones that they gave to me were the wrong ones and as a matter of fact, after looking up the ones that they gave to me compared to the ones I bought and paid for, the ones they gave to me were $63.00 cheaper than the ones I paid for. I immediately turned around in my car and went back to store and told the returns department what happened and she told me that they made a mistake and gave me the wrong ones and she proceeded to look for the ones that I had ordered to no avail.

I received my credit and as far as I am concerned I wasted all that time in ordering, going to pick them up and then buying and returning to this store for absolutely nothing. I am so upset over this whole situation and cannot believe this store is still in business given my complaint and the many others that are listed on the Internet.

I decided to call the fellows over at Bestbuy.com for customer service regarding online orders. I cannot remember the name of the guy that picked up my call today, Tuesday, 12-08-09 at 2:10 Eastern Time but I can tell you I will never forget why I'm not dealing with Best Buy again. This guy had an attitude since the beginning of the call, showed a sarcastic attitude when answering my questions. He asked me on a mocking tone if I knew how the post office worked. I'm not sure if he was just having a bad day or what but, honestly, to me it seemed his attitude started after he heard my name being Carlos. This made me feel like I was dealing with racist customer service specialist. It is not the company's fault, of course, but I do hope they review the calls and terminate his employment after listening to his performance on that specific call. I know for a giant like Best Buy, losing one customer does not matter, as I was told by many of the managers while I worked there, but I guarantee you that if they keep it up, that one customer will become millions pretty soon.

On 8-21-09 I called the Geek Squad and talked to Lori first, who rejected my request for Best Buy to address the problem. I was told that because we did not report the problem within 30 days, there was nothing Best Buy could do. I specifically requested Best Buy to honor the Service Plan even though it had expired because they did this the last time I called. (Note: The Performance Plan expired on May 30, 2009 but Best Buy still honored it with a service call on June 6, 2009 presumably for the same reasons I am outlining here.) Since Lori could not authorize a service call, I asked to speak to a supervisor. I spoke to Jason, who also denied my request for a service call. He told me that he had no authority to over-ride the manufacturer’s rules of the 30-day work guarantee after a service call. This left me confused since I was talking about honoring the actual product and the spirit of the performance plan given these specific circumstances. He was talking about a manufacturer’s rules... this left me confused.

Here is our view: We did not purchase a performance plan with Whirlpool, we purchased a performance plan with Best Buy. Lori and Jason’s explanation of a 30-day service call work guarantee makes no sense to me. I am sure there is some good technical explanation but in our view, this has nothing to do with the manufacturer. It has to do with the performance plan. Even if the over-riding manufacturer’s rules are a 30-day guarantee on service calls, it seems a bit disingenuous on the part of Best Buy to reject the request for service given the fact that we were gone for 6 weeks. The last service call was on June 6, 2009 even though the performance plan expired on May 30, 2009. Best Buy honored the performance plan then, presumably because the ice build-up in the freezer was a re-occurring problem. The same request on August 21, 2009 was denied.

In essence, we purchased a unit with a specific problem that has never been fixed. The service calls never fixed the problem. We recognize that the intent was to fix it, but the reality is that the service calls simply extended time to the point the service plan expired and the problem was never fixed. We are specifically requesting the issue be addressed and Best Buy honors the spirit of the Performance Plan given these specific circumstances. We would not be making this request if these were separate and distinct problems with the refrigerator. We would like the refrigerator to either be fixed, or replaced, as I had requested on the last two service calls. We buy a good number of products at Best Buy and are generally satisfied with the outcomes of those purchases. I am sure you understand in an economy like this, many consumers, including us, are very selective with their purchases. These decisions are often based on product quality and customer service.

We are not looking for something free. We just want what we purchased to work correctly, and this product never has. On 9-4-09 / Addendum: Best Buy called today as a follow-up to this letter. Ben, a supervisor, advised me there was nothing they could do. This leaves us with a refrigerator that was purchased from Best Buy that has always had a defective freezer compartment. Ben agrees this is the case. Ben also agrees the 3 service calls we have had to fix the same problem have never been successful. Ben’s conclusion: “I am sorry you feel that way.” My view: Anyone reading this will understand the logic from our point of view. Best Buy has steadfastly held to the technicality that because we did not report the last failed repair within 30 days, there is nothing they can do. Any business owner who operates on the principles of character, honesty and integrity will see right through this.

I got the computer, spent 6 hours downloading all my files, information, software, programs, etc. to customize it for my needs. During that 6 hours, the laptop had "6 crush dumps", with the messages that computer just recovered from serious problem. It also gave me a blue screen, messages with the error number etc. Also, during the download, I opened the DVD/CD drive and saw the Best Buy optimization disc, which they left there. I was so upset with all that situation, I spent close to the $1,000.00, so much of my time, and ended up with so many problems from the beginning.

Unfortunately, I had to go to work yesterday. I bought it Saturday late night and spent all Sunday doing the stuff on the laptop but I called Best Buy and told them (Jayson, who sold it to me) about the problems I have. He told me to bring the computer back to Geek Squad and they will take care of me, and if I should have any problems, to see him to resolve them. When I came to the help desk, from the beginning they were so clear that I can't return the laptop without paying restocking fee, regardless of the problem I have. When I told them that they even left the disc inside, they said if I will not give it (disk) to them back and will use it, they can sue me!

Finally, the manager was involved and he said that I can exchange/return/fix any of the options I will select. I decided to return it and get a new one at Costco. Ten minutes after that Jono (manager) was gone and another "manager" Ken told me that he will take it back only with 15% restocking fee. He had to call Jono to verify what he offered, but did it inside the office, so I didn't hear anything.

Needless to say, that I was so upset, tired, humiliated and angry. I spent there an hour trying to return it! I was given a defective product and I was charged approximately $125 just to have a right to return it back! It is totally ridiculous. If the laptop would be unopened and not altered, I probably wouldn’t be that upset. I paid even more for that service, they didn't do it right, and they didn't want to help me out! After all promises about great customer service, the alteration done by Best Buy was done so poorly. I feel it is totally wrong to charge me anything.

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. I will never go into Best Buy again!

I brought it home and the computer was fine, so I decided I better make the recovery CDs now in case the system acted up. I went to All Programs, PC Help and Tools and then Recovery Disk Creation. The program started and I loaded a CD into the drive, and clicked on "continue," but an error came up and said that the CDs were already created. So, I called Manny, the store manager at Salisbury, and he swore that they did not create any CDs and told me to contact Delaware Best Buy. I called Best Buy Delaware at 302-677-0200. I spoke to the supervisor of Geek Squad. He said that they do not create the CDs ahead of time and asked me if the box was opened when I got it. I said no, so he said we have to open the box and install the Vista in order to create the CDs, which makes sense.

I called back Salisbury Best Buy and asked for Manny. They asked who was calling and I told them my name and they said he left for the day. The Best Buy in Salisbury is the only store that had access to my PC and could have made the CDs. Also, they told me wrong that there was something wrong with my PC and they wanted to wipe out all my date and install the operating system, which would have required them to make the CDs. But they will not admit the creation of the CDs. I believe they do this to make money. If I did not understand computers like I do, I would have said okay and they would have charged me $139 for nothing, plus I would have lost all my data. I want them to give me either my CDs that they created or give me a new Microsoft Vista full version to replace my CDs that I could have created.

I was very angry and I had an argument with the manager. The manager started yelling, “Get out of my store! Get out of my store!” This is ridiculous. They never gave me $50 cash back. When I cancelled the ordered, I didn’t read the receipt. I assumed that I paid money by credit card and so it will be posted back to the credit card. When you return or exchange anything at Best Buy, make sure you read the detail.

When I voiced objection to the 90-day policy, he stated, "I said 9 days, why don't you open your ears?" I felt mistreated and abused. I asked to speak to the manager and was told he was not around. I left the store with a credit and stated I would return the next day. I returned the next day to see the manager and was told, "he's not around." The assistant manager showed up. I stated I had no interest in buying anything from them and wanted a check refund if they were not going to refund cash, stating also that if I had been told that before the purchase, I would have done business elsewhere.

At that time, a police officer entered the store stating that the manager had called, and I was asked to leave the store. I explained what had happened in the store and that I felt this was a case of fraud and was sure this was a criminal act and wanted to file a report as such. He directed me to the civil courts of the township.

Recently, the bulb burned out yet again. When I called Best Buy customer service to report it and remind them that this has been an ongoing problem, they reviewed my records and confirmed that it was time to enact their lemon policy. I was told that a technician would be sent to my home to evaluate the problem and make a recommendation based on their findings. To my surprise, the technician who was sent to my home was not there to evaluate. In fact, he knew nothing about the history of problems I had with my TV. As he stated, he was simply there to confirm that it was a burned out bulb and to place an order for another.

Another call to Best Buy was made, only this time, I was told they would not be considering my case for replacement or refund under their lemon clause because the bulb was considered a consumable item. I explained to them that the bulb wasn't the problem, but a symptom of a problem elsewhere within the TV. A problem their technicians had not been able to nail down in the numerous service calls made to my home. The customer service rep was unyielding and insisted the previous rep had made a mistake and that Best Buy would not be honoring their promise to replace my defective set. After speaking to a customer service supervisor, I was told I would be receiving a call from a service rep supervisor within 4 hours to review my history and discuss getting the issue resolved. The call never came that day or the next.

It was two days later when I got a call from a rep telling me that they would (yet again) be sending a technician to my home to evaluate the TV, make a determination as to whether it qualifies for replacement or refund. I received a call from the service tech this morning, telling me the part wasn't in and he would need to reschedule. When I asked if he was still coming to evaluate my TV, he had no clue what I was talking about! Once again, Best Buy was simply sending someone out to throw another bulb in the set and go on their way. In the two years that I've owned this set, I've had to have 4 bulbs replaced. Each time, it takes an average of 2 to 3 weeks for the repair process to be completed. That's approximately 2 months that I've gone without use of the TV they sold me as a result of this ongoing problem. Each service call requires that I take time off from work to wait at home for a tech to arrive and tell me what I already know. It's another burned out bulb.

I'm tired of getting the runaround. I'm tired of having to wait for weeks to have the same problem fixed every few months. Best Buy has gone out of their way to find reasons why they shouldn't have to honor their warranty and in the process, they have left a longtime customer twisting in the wind. If Best Buy is unwilling or unable to make things right, I'm prepared to take whatever steps necessary to get results. I just hope it doesn't come to that.

We chose another microwave and continued to wait for a couple more weeks. We finally received a call that the appliances would come the third or fourth weekend of July. The call came the day before the delivery saying that our appliances would come. Once again, we waited for most of Saturday to find out that the appliances were never shipped from Dallas and that they would not be coming for another couple of weeks. At this point, I asked for the phone number of the Dallas warehouse and called them directly. They informed me that the dishwasher was not discontinued and that my order number and appliances had been disconnected so that the appliances did not have any order number. I was told that the Dallas warehouse would e-mail the managers who could fix this. I was very frustrated that this job fell to me, since Dallas said that the Houston warehouse should have taken care of the problem.

After waiting for Dallas to call back for a week, I called Houston again to find out what was happening. It's the same story as before from Houston, so I called Dallas again. They said that the order was put together and would be shipped soon. It was the first of August. We had been waiting a month for the microwave, oven, and dishwasher. A week later, we received another call from Houston saying that our appliances would be delivered the second Saturday of August. We waited again for several hours, and once again, the appliances never came because they were never shipped to Houston.

Note that each time, the appliances were not shipped, but we waited at home for them. I had to call the Houston warehouse. They never called to let us know that the appliances had not arrived. Additionally, calling the Houston warehouse was like calling a black hole. The phone rang a few times, then I would hear a click, indicating that the service person simply hit the "go away" button. Then, the call would go straight to voice mail. I estimated that I called at least 20-30 times. Out of the 20-30, only 4 calls were answered; and each time, I was placed on hold for ten minutes while the service person looked for my information and tried to find out what happened to my order.

The Houston warehouse is by far the worst link in the whole chain of this chaos. I left 5-6 voice mails and never received a return call. So, after two to three times of this treatment, I started calling over and over until they answered. If I had not done this, we would still be sitting here with only a cooktop and refrigerator. Anyway, the appliances were fake-delivered again on the second Saturday of August, wasting five more hours of our time. I called Dallas again and finally spoke with someone who could get the job done. She actually looked in the warehouse for the appliances and told me that all three were physically in the warehouse and had been for a while. So, she made sure to put them on the next shipment. We received our appliances on August 20, 2009 after nearly three months of waiting.

Now, we are trying to have the dishwasher and oven installed, which we ordered on May 25, 2009 at the same time as the appliances. Best Buy conveniently canceled our oven installation and showed that the dishwasher had already been installed weeks ago though we just received it on August 20, 2009. I am so tired of dealing with Best Buy, most especially, the warehouse in Houston. I will never buy appliances from Best Buy again. The store associates are quite friendly, but other than that, I am extremely disappointed with the whole experience.

I didn't purchase the computer as used, it was new. So I took it back to the store for an exchange. The 12 year old manager on duty argued with me that the 14 day return is for new. But the receipt doesn't say that, it says "purchased as used", so the 30 day should apply. She was rude! I told her my daughter was going to college in 3 days and needed the computer. She told me to have my daughter use the campus library computers, rude! I finally told her that the store policy is not clear. She told me that Best Buy doesn't stand behind the products they sell. They only sell them, not represent the company. I then said I would file a complaint with the Attorney General's Office, and she immediately said she couldn't help me any longer and that I couldn't have the computer serviced there since I was filing a complaint with the state.

Best Buy wouldn't honor my warranty. I was shocked! I called corporate, and the public relations person agreed with me on the 14 day issue, but couldn't do anything for me. Don’t buy from Best Buy, do yourself a favor and buy from another source. My daughter now has to go off to college without a computer, until the one we did purchase is fixed.

Two weeks later, my laptop was returned to me. I brought it home again. I plugged it in and within 10 minutes, it started to shut off again. And again, I brought it back to Best Buy. They sent it out yet again for the same problem. This time, they told me that I would have it back within a week. Thirteen days later, I had a phone call at 10:00 am from Best Buy saying it was in and to come pick it up.

Then, three hours later, I had a phone call at 1:00 pm saying it was not fixed and they were sending it out again. They have a lemon policy but are refusing to replace the laptop. I have since then stop paying for the computer. I had also spoke with the store's assistant manager and she assured me that the computer would be replaced. About two hours later, I had a phone call from the Geek Squad rep who told me she was mistaken. If I wanted to replace the laptop, I would have to use the $300 extended warranty that I had purchased. Even though it was still covered under the manufacturer's warranty, I have not and will not pay a dime to those crooks.

They informed us that they don't have the lamp in stock anymore and that they will have to order it from the manufacturer. I have tried to speak with many people in Best Buy about the constant problem, and finally when I spoke, the useless supervisor got many excuses again and that there is nothing she can do and the lamp is not in the policy. When I asked her to speak to someone above her, she said that there is "no one above her" and that it might be a few more weeks until we get the lamp replaced. At this point, I want my whole TV to be replaced and I am begging you to help me with this unresolved issue. I hope to hear from you as soon as possible. My cell number is **.

Best Buy refused to exchange my refrigerator for another one of the same because I purchased mine at the sale price. They wanted me to pay extra for the same model (not on sale now). Also, they said I could have a new one (lesser size) of another brand at the price I paid. I contacted LG since I was not getting far with Best Buy. They are to service the unit. I'll let you know what problems will occur with the unit in the future.

On the evening of August 1, I noticed the refrigerator again was not cooling properly. By Sunday morning it was going fast. I called Best Buy at 9:23 am and reported it. I was told a tech was not available until August 6. I then asked for a supervisor and was assured I will get a call from an area supervisor by 10 am on Monday to schedule an emergency visit within 24 hours.

I am now living out of coolers, hoping that the freezer doesn't die before someone gets out here to give this refrigerator its last rites and give me my money back. I hope I will eventually recoup the lost money of over $160.00 so far for food I had to throw out. That doesn't even include money for the ice I have had to purchase or the aggravation and inability to buy anything for fear I will come home to a puddle and thawed meat and other food stinking up the house. The worst part of this scenario is that Best Buy knows it is selling a defective product and continues to do so. I certainly will be vocal and demand a refund. The bad part is that I really liked the looks of the refrigerator, but I am really tired of this white elephant in my kitchen reminding me of what a bad move this purchase was. I had a decent refrigerator that I gave away and now I live in Florida out of coolers. I am very unhappy with Best Buy and Samsung. I see where it is futile to contact Samsung, but I will contact our local TV stations with this story and see how they like me now.

I returned the camera back to Best Buy and they informed me that a 15% restocking fee was in effect. I stated that neither the salesperson nor the check-out clerk mentioned a 15% restocking fee. The Best Buy manager pointed to a sign in back of him at customer service (12 feet x 12 feet) with Store Policies for everything in the store; the 15% restocking fee was barely noticeable. I commented on how ludicrous it was for Best Buy to think that after I speak with a salesperson, purchase a product and then I should stop by Customer Relations to check the store return policy after the salesperson specifically mentioned a 30-day no hassle return policy. I called Best Buy Corporate Customer Relations and made no progress there either.

When the camera was dropped off with Dennis at the Geek Squad counter in Best Buy, the condition of the camera was stated as "minor wear and tear." There were some scratching, but that was all. Estimated completion date for repairs was 7/26/09. On 7/23/2009, Precision (the company Best Buy shipped the camera to be repaired to) called me and said that the warranty was void because of impact damage and that I would have to pay to have it repaired ($155). I immediately called Best Buy after getting off the phone and was told not to worry about it and that they would escalate the claim and it would be taken care of since the damage was not there when I dropped off the camera.

On 7/24/09, Precision called again, asking if I had made a decision to get the camera repaired. I informed them what Best Buy had told me on 7/23, and she said they had not heard anything. I call Best Buy immediately after and spoke with Dennis who checked in the camera on 7/14. He said he would look into it further and give me a call the next day.

On 7/25/09, Dennis called me in the afternoon and told me he just got off the phone with Precision and said that they sent over pictures of the impact damage. He said the damage was noticeable and would have been noted when the camera was checked in. So, it was obvious the damage did not happen while in my care. He told me to call Precision (I told him I had spoken to them twice and that they said I had to speak with Best Buy.) and to call corporate and that I could use his name and tell them that he checked in the camera and there was no impact damage when checked in.

I called corporate on 7/27/09 and spoke with Shelia (12:30am). She took down some information and told me I had to call back with the Performance Service Plan number. I called shortly after with the information and spoke with Don (12:50am). He took down the PSP number, along with some other basic information, and told me to call back during normal business hours and to ask to speak to corporate.

I called at 10:30am and spoke with Jeff. He gave me the corporate number (800 621 0467), which I called at 10:35am. Then I spoke with Tammy (888 237 8289) for about an hour. Long story short, she told me I was responsible for the repairs because my warranty did not cover impact damage, which I understand. But the impact damage was not done while in my care. It happened sometime after I dropped off the camera on 7/14 with Best Buy.

She said since I had no proof that the impact damage was not done by me, there was nothing I could do even after I told her that their employee Dennis said that the damage seen in the pictures was not there when the camera was dropped off. She offered to split the cost of the repair. But why should I, the customer, have to pay for damage that was done by their company?

Upon taking the TV to Best Buy (Henderson, NV store), I was given an attitude by the store manager, Travis, and his general manager, Joe. In front of several customers, they accused me of damaging the product myself and said that I had been using the TV for 40 days and said that I was lying to them. The TV had a little dust on the top, because when I put it back in the box, the lid wasn't closed and it sat for a few more days in the garage. (I work 60+ hours a week and couldn't get there until today.) They, in no way, wanted to hear what I had to say. They just continued to accuse me of using and damaging the TV. I tried to tell them to turn the TV on and that they would see that the TV would still be in start-up mode, which would prove that it had never been used. They refused to listen.

I came home and called the Corporate Customer Relations office located at their corporate headquarters. I explained to Tia, the Customer Relations supervisor, what had just happened. She called the store, got their uneducated story, and decided that she was going to believe them. She said that they would be happy to work with me on a price for a new TV. (What, now I'm paying for two?) I asked to go above her, but she would not give me the name of her manager, saying that they do not take phone calls.

Apparently, Best Buy does not value its customers, who have spent thousands of dollars, never had a return, and who have come back over and over. I asked them all to look up my "rewards account," look at how much I've spent, and see that I have had no issues with them. They wouldn't. They didn't care. The rude treatment is unacceptable. I'm glad there are so many electronic stores around here, because we will never shop at Best Buy again. We will advise everyone we know not to shop there.

What happened when I brought it into the Best Buy in Toronto where I reside to return it 2 days after purchasing in Calgary? I explained the situation to the clerk, who in turn went to the manager and started whispering. The clerk then returned to me, and get this: He told me I have to return it to the original store in Calgary! Thinking this was a sick joke, I immediately asked for the manager, who came over and insisted he would not return it and that it must go to the original store in Calgary. After trying to convince him that this was nonsense for approximately 20 minutes, he walked away and basically said, "Go to that store and they will compensate you." How can they possibly compensate me? A plane ticket, hotel, rental car, time, and meals to fly to Calgary to return a product. Is this manager for real? Does he honestly think this is how to manage a store, and does he even know corporate policies?

What did I do next? I walked into another Best Buy 15 minutes away and returned the laptop with no hassles, confirming this manager was on crack or something was seriously wrong with his thought process. I am done with Best Buy and their sister company Future Shop. I have been spending 30-40% of my salary with these companies mostly every year, and they will not see another penny from me due to managers who think they can make up their own policies as they go.

I called and rescheduled for the fourth time. The last schedule was Wednesday, July 22nd. I waited till 10AM and nobody called to say what time the technician will show up. When I called to follow up, the representative said the technician was there yesterday. To my shocking surprise, the representative had told me someone older than 18 has to be in the house, yet the technician got the keys from the management office and fixed the door hatch assembly, however, noticed another piece is broken so when I called to see what time the technician is coming, they told me they are ordering the new part and will notify me again when the parts will arrive.

I am extremely frustrated with the whole process. I purchased the service plan to avoid such hassles, yet I've been struggling for more than three weeks being without washing machine. I don't think Best Buy appreciates its customers as much as it should. I've purchased all my appliances from Best Buy, but now I am so disappointed with the way they handled the washer that I will not purchase there anymore.

Since my dryer has been non-functioning, I have called for service over 18 times either to request it, to complain about it, or to see where in the process I am. I would think that at some point, you all would look at this issue and say, "Gee, I wonder what's going on that this customer keeps calling for the same problem?" Initially, I requested a service center that works on Saturdays or late evenings (past the five o'clock hour) so that I could keep my patients' schedule as smooth as possible. I was assigned to the first service center based out of New Jersey for an appointment on May 30th. At this point, it may help if you pull a log of my calls, if you keep one, so that you can follow along. That Friday, May 29th, they left me a message from the service center informing me that they don't work on Saturdays and they rescheduled my appointment on Monday, June 1st. This was a message. No one talked to me and of course, their office was closed, so I could not call them back to tell them that I could not be home on Monday. I called Best Buy to tell them of the problem. They scheduled me for my 2nd service center to come out on June 6th.

This service center was A&A Appliance. They were based out of Virginia and they came out to my house on June 6th as scheduled. The guy was at my house for 10 minutes. He pushed the start button and turned the cycle buttons back and forth and told me it was fixed. He advised me to not allow my children to play with the dryer. He said that he reset a code and my dryer is working. He didn't give me a receipt until he had already gone outside and I asked him, was I supposed to get any paperwork? (See the attached illegible copy.) He did not check the lint screen. He did not open the dryer. He did not check the vent attachment, nor did anything that I thought would be the basic things to check on a dryer whose only problem is no heat. Nevertheless, I washed a load of clothes and put them in the dryer after he left; after all, he said that the dryer was fixed. Well, you guessed it, two 90-minute cycles and the clothes were still wet. I called Best Buy again. They said that the service center has a 90-day warranty to repair the problem if it still exists. I requested at this point that they assign another company to my problem. I was not pleased with the performance that this service center professional provided and to insinuate that my children play with my dryer and that the problem was as simple as pressing the buttons and turning them was preposterous.

They didn't assign me to another center at this point, so I grudgingly followed their instructions and contacted A&A Appliance on Sunday, June 7th. They said that they would send someone out to my home again. I could not afford to wait until the following Saturday. I asked them if they would come out later in the evening so that I would not have to take off work. They agreed to come out between 6-9pm on Tuesday, June 9th. I only lost an hour of work that day, because I didn't want them to come at 6, and I risked not being there and them leaving. It was a terrible storm coming that evening, so around 8pm, I called the service center to ask if they were still coming. The dispatch that handles the after hour calls put me on hold and returned to the phone to inform me that he would be there shortly.

At almost 9pm, I received a message on my answer service that they would not be coming because my parts are not in. I still have the message by the way if at any point someone cares to hear it. I was wondering did they get their service calls mixed up, because I wasn't aware that I needed parts for my dryer. So again I call Best Buy. Maybe they can figure out what is going on. I requested that my service center be changed. I went through the series of details with a customer service rep from the Geek Squad about the whole thing. On June 10th, I called back Best Buy. The first operator I talked to calls the service center because apparently, they informed Best Buy that my dryer didn't have a problem. The second operator I talked to that day called the service center and they told her they need to order a part for my dryer. I called the service center back the same day and asked to speak to the manager. He said that I need a part and Best Buy has to authorize it for repair. I asked the manager whose name was inaudible, what are the parts and the parts number needed for the repair because I was never informed that my dryer needed any parts. My customer receipt from the repair professional didn't indicate that I needed any further service or parts. He asked me to fax over a copy of my repair receipt. I asked him, "Where is the original?" He informed me that it was with repair person that came to fix my dryer. I asked him how they are ordering something without the information needed to order. Furthermore, my name wasn't on it, only an address.

At this point, the manager was very frustrated with my line of questioning and told me to consult with my warranty repair company. So I called Best Buy again, and informed them of my displeasure with this company, and demanded to be assigned to another company. I asked them to consider the inconvenience I had already been through and please find a company that is reputable, that works after-hours, or on a Saturday. Unfortunately, that was not possible. This brings us to the third company, Greater Metro Appliance, based out of Virginia as well. At this point, I have been to the Laundromat to dry my clothes, which is a waste of gas, time, money, and taking three children to sit there as well. By the way, did you know that some Laundromats have a policy that you cannot dry your wet clothes there if they were not washed there? Neither did I, but I found out from the two in my area, so I had to go even further from my house to find one that did not.

The third service center seemed to genuinely care about the fact that I had such a poor experience with trying to get my dryer which is under warranty fixed by the warranty company. They told me they didn't do after hours or Saturday appointments but they would make my appointment last of the day which is at 4pm. So I had an appointment scheduled for June 17th. I left work two hours early to get home by 4pm. At 4:45-4:55, no one had showed up. I didn't want a repeat performance again, so I called the service center to see if they were still coming to my house. I was told they were and I was even given the repair professional's cell number because the service center was closing at 5pm. around 6pm, I called. He said he was in N.W. on another service call. He would call me back. He did call me back but he didn't get to my house until almost 8:30. I was opening the gate to pull the car out the driveway to go to church when he came. Nevertheless, he came in. He took my dryer apart, tested the parts, and found that the control panel had gone bad. He explained everything in detail, showed me how he knew it was the control panel, excellent service, late but worth the wait. He even apologized for being late. He said that he would send the request to Best Buy for purchase of the part, and he would come back and install it when it came in, which was supposed be about one week.

On Thursday, June 25th, I came home. I had a message from the service center that the part should be in by Friday, June 26th and the earliest it could be installed was early the following week (June 29th - July 3rd). On Sunday, July 5th, I called Best Buy because I want to know what's going on with my dryer. I haven't heard from the service center, and of course, I was being patient I didn't bother them last week. I didn't bother Best Buy. I waited for them to schedule an appointment to come out and install the control panel. The Geek Squad rep I spoke with on Sunday said that he was sending an e-mail over to the service center, and if I didn't hear from them by 12pm Monday, to call back. I worked yesterday. I got home, no messages, and I had my cell with me all day, no messages. I called back again. The rep asked me, "Did they leave a message?" She asked if I had an answer service, and as anxious as I am to get my dryer fixed, I have just about had enough.

Today came, nothing, no message, no missed calls, nothing. I called back again today to be told that typically, the service center takes about 2 days to respond to e-mails, and I'm telling you at this point I am so frustrated that I am going to give you a headache every day until my dryer is fixed. I asked the Geek Squad rep that I spoke with today to send another e-mail over to the service center. She reluctantly did it, because of the 2-day rule, but I explained to her part of the story. I asked her could she send the e-mail anyway to at least make me feel like they are genuinely trying to resolve my issue. I have never had this experience with Best Buy. Normally, you are on point, proficient. I actually thought you cared about the satisfaction of me as a customer, but during this entire period, I have only had one call from you to follow-up on this issue, and that was when you received two conflicting stories from A&A Appliance about whether my dryer actually had a problem. And at that point, I was told that if the next service center doesn't find a problem with my dryer that I would be billed for the service call. I told that rep that particular day, that if the dryer doesn't heat, which is the main function in case she didn't know, that there is obviously a problem. Anyone can figure that much. So I am asking at least, can you:

5. Keep a log of repeat calls for the same issue, after 3 calls follow-up implement a plan to resolve the issue.

It is so easy for a disgruntled customer such as myself at this point to speak negative of your warranty program to other customers, or post it online for all to see, and you lose customers. I actually like Best Buy and I have had nothing but good experiences in the store. In the last two years, I have bought my washer, dryer, refrigerator, and digital camera, (not to mention numerous CDs, DVDs, my iPhone, my daughter's cell phone without a warranty, but I am a frequent shopper there) all with the warranty you offer. Although I don't feel confident in purchasing another big ticket item from Best Buy again, I won't allow this experience to impact me in such a way that I would not post something negative online about the store that would potentially make other consumers think that this problem exists all the time, because I'm sure this doesn't happen often, or at least I hope not. If you could please find the time to follow-up on my issue it would be greatly appreciated.

What was going on that I did not know was that from the vibration of my washer, the pipe was slowly getting out of the wall socket and, after around 8 months, fell on the floor and just flooded the house. So as every consumer does, I called Best Buy to file a complaint, to get somebody to come and fix the problem, and needed a damage inspection for my house. I got the complaint okay. Of course, nobody actually paid any attention to it.

As for the repair of my washer, I had scheduled a date for a Geek Squad person to come; they did not! I had to wait two weeks for my washer to be installed the right way so I can do my laundry. The explanation was that they misprinted my zip code so that is why nobody came and I had to wait an additional week for them to come and fix their own mistakes. The repair guy confirmed that the pipe was out of the wall socket and sent me a receipt for the repairs and the causes of what happened.

Meanwhile, all those events I had been trying to file a claim so I can receive compensation for my hardwood floors, and for somebody to come and check for mold and to inspect my AC system. Well, I have been dealing with Best Buy's insurance company for 3 weeks and I got only one phone call and one email for the whole time, saying that they are informing their delivery company for the claim and that was it! I had talked on the phone with numerous people, even got laughed on the phone during one of that conversations. I was offended by a lady suggesting that I am trying to deceive them as the whole thing happened 8 months after I purchased the washer.

So it has been more than 3 weeks now, two of which I was unable to do my laundry. I have been walking on bumps of floor because of the flood. Nobody actually listens to me and I am getting extremely frustrated. The only ways that I can explain that behavior from Best Buy is that probably because I am trying to deal with them on the phone and I also have a slight accent, they might think that I will get tired and go away. Well who is going to pay for my floor?

Now my plan is to call the district manager for Colorado and talk to him as this is getting ridiculous and after that pay a visit to the store that sold me the washer and yell at the manager there. If that doesn't help, well, it will be time for a lawyer!

I went home and tried to apply online, where it told me that I had another account past due. After calling a bunch of different places trying to figure out what account they were talking about, I found that one of my credit cards takes 3 business days to apply a payment so it was listed as past due, although paid on time. When that payment finally registered, I reapplied online because the CS girl at Best Buy told me if I fixed the problem, I could try again. The website wouldn't even let me reapply, telling me I'd already been rejected. There was no way to refile. I called the number listed to ask if there was a way I could try again with a "clean slate" so that they could re-access my credit report. After talking to 4 different people, I had a man curtly tell me I just needed to reapply in a store and it would be processed as a new application.

As you can guess, this didn't work either. The girl at the store's only advice was to call the card company, who told me to go to the store. They're just passing the buck around. Anyway, I'd also read negative things about their cards, so I decided to use my other card. After waiting about 15 minutes for the computer salesman to come back and give us the service agreement, a completely different CS girl came to check us out. This time, our computer had also been taken away and not yet brought back. The CS girl looked around and grabbed the first computer box she saw and started to check us out. I looked at the label on the box to see if it was the computer we brought over originally. It looked the same and had the same model number - Hp dV4.

The computer I wanted was white, but when I got home and opened it, it was black. I was confused since the salesperson told me the computer only comes in white, but decided I like the black one better and I did not want to go back to Best Buy again. However, no matter what I did, I couldn't get sound to come out of the speakers. Then my husband started poking around on it and asked me, "are you supposed to only have a 160MB hard drive?" I was furious! The computer I wanted had a 320MB hard drive. In addition, this computer had one processor and I was supposed to have a duo processor. The CS girl clearly picked up the wrong box when she checked us out.

I checked online and they do have a computer in the store identical to the one I wanted, but in a different color and different hard drive. What's weird is they cost exactly the same price, so I had no way to know they'd given me the wrong one when I paid. So I have to go back to Best Buy for the fourth time tonight to try and get the computer I wanted in the first place. If they don't fix the mistake that their employee made, they're going to hear from a lawyer pretty fast.

Many employees interacted with me and sadly saying, I believe at least one young man even lost his job because of Best Buys’ blood-thirsty policies. Oops! Politics. An older senior worker, I believe, was also terminated during this period of time. It’s directly correlated with my need for services. This matter is most serious for Best Buy, so I would kindly suggest you scrutinize any strategy in regard to resolving this matter quickly, quietly and with the upmost integrity at your disposal.

I should not be required to purchase recovery discs and have to spend more money on a 2-month old computer under warranty to see if the problem is corrected. I called the store managers and corporate multiple times: no one is interested in correcting this issue nor will guarantee it is fixed properly. I filed a dispute with Discover and was told to contact Best Buy. Best Buy has made no attempt to correct the issue. They will not insure me that the computer is fixed and disputed the chargeback. The computer is useless without an operating system. Best Buy has my computer and my $945.00 since 3/25/2009, which is now going on 4 months. I have contacted the Better Business Bureau. Please advise which agency can best help me. Thank you.

Stephanie ** said that the return policy is only for 30 days, the reward-zone members receive 45 days and since it had been 60 days, she said the system would not allow her to refund cash. **! When I asked her to call her manager, she gave me his card and said he wasn't available at that time. Whatever. I will never buy from Best Buy again because the company does not value their customers. It doesn't fly with me. As a business owner myself, I believe in the importance of customer's reasonable requests for a show of good faith business practices and return/refunds should be easy and respected.

Now, they are saying because of that, the new motherboard is more than likely cracked and corporate office would be calling me. No one called me. So I talked to their consumer affairs department, which told me they had no record of anything. So then they looked into it and told me I had to bring it back to the store that damaged it and never told me in the first place. Plus, I had bought the in-home plan where they came out. This, under the lemon law, should be being replaced; but they now refuse anything.

When the parts where installed, the TV still didn't work. The technician then said they would replace the TV. Later, he called and said they have no record of me having a service plan and they would not replace my TV. I called BestBuy and they assured me I had a service plan. After getting sent to several different people, they said their system shows I have a plan but it doesn't show the date I purchased it. So, I had a plan when there are only parts needed to be replaced, but it disappeared when it came time to honor it and replace the TV.