Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Best Buy feels that we have fully addressed the Customers concerns that were forwarded to your office.I have spoken to the Customer and given her direction in which to pursue regarding a Recall for her vehicle.Please forward any additional questions or concerns to our office and we will respond accordingly.Warmest Regards,Best Buy

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office and has provided our position on this matterNevertheless, please forward any additional concerns to our office and we will respond accordinglySincerely,Best Buy

I am rejecting this response because: Best Buy offered for me to come into the store to
switch back to VerizonThey had contacted Sprint and Sprint was willing to wave the cancellation feeHowever, I contacted Verizon to see what the cost to switch back and I would pay the same amount with Verizon that I am paying now with Sprint (which is still around $more than what Best Buy told me I would pay) and I would have to pay an additional $activation feeIn addition, I'd have to move all of my contacts, apps, etcto a new phone because my phone works with Sprint not VerizonSo, I'm unclear how Best Buy did anything to resolve the issue other than make a phone call to Sprint? That does nothing to offset the cost to me each month, but only adds another expenseAdditionally, it's a waste of time for me to spend a couple of hours going to and at Best Buy so that I can pay more money, save nothing monthly and have to spend the time to move back to VerizonIf Best Buy wants to resolve the issue they need to have a plan for what THEY are going to do and how that will decrease the amount I've having to spendIf they can let me know that by phone, I'm willing to spend the time going to the storeSo far Best Buy only continues to spend more of my time without providing any resolution that helps me in anywayTheir offer requires basically nothing of Best Buy and only costs me moreThat's not a solution

If the unit was replaced under a protection plan or the manufacturer replaced it under warranty, the original plan is fulfilled - no exceptionsHardware protection plans are not transferable to any other productBest Buy has fully addressed this issue and considers the matter closed

Dear Revdex.com,Thank you for bringing this to our attentionWe have verified that the customer does is not eligible for a refund of the 24/Support plan as it has been utilized for repairs in the pastWe also verified that the local store has offered to send the unit to service under the plan to
address the issues the customer is experiencingThe customer was working with a manager who graciously offered a discount on an "Open Box" unit as a customer service gesture since the customer became escalated in storeThe customer declined that offer.Since the customer has the 24/Support plan, we can send the unit to service for diagnostics and eligible repairsThe unit does not eligible for the "No-Lemon Clause" and therefore no refund or exchange will be offeredFor further questions on the 24/Support Plan, please visit www.geeksquad.com/We would suggest the customer to work with their local store to utilize the 24/Support plan and explore available optionsBest Buy will not be refunding the customer as they are outside return policy and the plan has been utilized for repairs.Thanks,

Initial Business Response /* (1000, 5, 2016/03/03) */
Revdex.com,
Thank you for bringing this to our attentionPlease know that I did contact Sedgwick, our claims department, who informed me that we will not be reconsidering the denial
Sedgwick did speak with the customer and agent involved
They spoke with the customer on 2/17/which is when they opened the reinvestigation of the claimThey spoke with her again on the 18th and 19th to convey the re-evaluation position
Sedgwick obtained a recorded statement from the technician that went out who confirmed that upon his arrival he noticed that the vinyl flooring was torn, and that he pointed it out to his partner as wellThe technician confirmed that there was food, garbage and other dirt in the tear which would confirm that it was pre-existing
Scott, the technician who completed the work, advised us that he spoke with the customer, ***, and she too confirmed at that time that the vinyl was already torn
It was with this information that we based our decision to deny the claim as Best Buy was not responsible for the claimed damage
Please know the matter has been looked into twice, by two agencies, and was looked at for re-evaluation with the same outcomeWe will not be investigating further, and the denial does stand
Thank you again for allowing us the opportunity to address this concern
Regards,
Sarah L

Dear *** ** Thank you for contacting Best Buy through the office of the Revdex.comI am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters. I regret that Best Buy is unable to make any refund at this time for reasons previously explained to
you by our Customer Relations Thank you. Best Buy considers this case closed Sincerely, Larry S

I am rejecting this response because:The back housing of my iPad it's not original at all, it's not from AppleWhen I took it to Apple, they didn't wanted to touch it at all because it's not an original device from AppleAbout the serial number, why should I fight with Apple to clear that information, or that Best Buy its not responsible for another customer not clearing their information, when I supposedly payed for a brand new iPad back thenThe problem was when the refurbished my broken screen, they changed completely the parts and housing of my ipadI don't even believe that's my iPad anymore

I am rejecting this response because: upon making the purchase of the protection plan, I was advised that the protection plan covered everythingNot once was it mentioned that there was a service fee for damage to the phone when needing to have it fixedNor was the fact that the terms and conditions were on the bottom of the receiptIf they are going to set such fees for their protection plans then they should be accountable and tell their customers that this information is located at the bottom of the receipt or tell you about the fees periodI have been a long standing customer of Best Buy and have always had protection plans for my electronics and never had this issue and never paid a service feeI feel Best Buy did not provide this information because they were trying to make the saleIt's sad that they are going against what I was told and is not willing to work with me as a consumerWord of mouth goes along way sometimes

I am rejecting this response because:
It was clear that they did have some in stock but took it upon themselves to sell the preorders to customers who never had a preorder just because they wanted to get rid of them instead of honoring customers preordersI will never shop at Best But again and will advise my friends and family to take their business elsewhere

Revdex.com, Best Buy displays our Return and Exchange Promise throughout the store, on the back of the sales receipt, and it is posted in full accordance with the state lawWe are sorry the customer feels different; however, Best Buy's decision does standThank you Regards, Sarah L

Dear Revdex.com - We attempt to provide our customers with general timeframes within which they will receive items that they have purchased. Unfortunately, due to supply and demand, not to mention holiday sales, we are unable to provide all customers with accurate in-stock dates for
items that are currently on backorder from the manufacturer. If the customer would like a refund for their order, that is the best that we can offer at this timeRegards,Amy C

Initial Business Response /* (1000, 11, 2015/09/10) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters
I am sorry to hear of the issues with these televisionsI have reached out to management at the Best Buy store, and while the store General Manager
states that they opened two televisions in-store to ensure they were not cracked befoer Mr*** took them home, the store is willing to make an extreme exception to accept the return of this last television
Store management reached out to Mr*** a few weeks ago after we received this complaint, and invited him in to process that return, but the store reports that he has not yet come in as expected
Thank you for making Best Buy aware of this concern
Sincerely,
Brian P ***
Executive Resolution Specialist
Best Buy
Brian.***@BestBuy.com
(612) ***

I am rejecting this response because: tech told us it would be fixed and was coming back, unit is defective, not anything the consumer had done to the unit. best buy is just playing games with me to not have to fix my unit

I am rejecting this response because:Due to my injuries, I could not return the Chromebook within their time frameI believe that this is an unfair assessment in light of my legal disability. I believe that I am being discriminated against and my disability is not being considered in this case.I can provide a letter from my Dras well as my designation as disabled

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Best Buy has sent, and we have received, a replacement phone free of charge. Assuming the phone works properly, this resolution is acceptable. Best Buy has given us days from receipt to make decisions regarding the phone.Best Regards,***

Dear Revdex.com,Thank you for providing the additional feedback regarding this situation. The repair that was completed for the damage caused from the drop followed protocol and procedure. In additional to the screen and case damage, the hard drive was damaged as a result of the drop. Per protocol, the device was repaired for the damage from the drop. With regard to the customer's data, the data back up/data recovery services are going to be an additional fee, because those service are not covered by the Geek Squad Protection. Again, the customer initially declined the data back up services and has since declined data recovery options. The customer will have to pay for that service if she wants it performed.Thank you,David M

Dear Revdex.com, Thank you for bringing this to our attentionWe apologize for the inconvenience this caused. I have refunded Mr*** for the $that was charged on the BestBuy.com orderHe should receive refund very shortlyI also added $** in My Best Buy certificates to his account
to as a gesture Sincerely, Dan S. Best Buy

Dear Revdex.com,Thank you for your partnership in bringing this matter to our attentionCorrespondence regarding this case has been brought to our Executive Resolution Team for proper review. We sincerely apologize for any miscommunication surrounding Best Buy's restocking feesLike the carrier
stores, Best Buy does charge a $restocking fee for any returns on phones, defective or otherwiseDuring the time of purchase and activation, Best Buy requires a signature from the customer acknowleding this restocking fee prior to the purchase being completedWe do apologize for any inconvience this causes.At this time, our records do reflect a refund has been authorized and should be visible within 3-business days for the amount mentionedWhile Best Buy considers this matter closed, please feel free to bring new information to our attention and we will respond accordingly. Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

Dear Revdex.com, We apologize for any misunderstanding with the previous response from the wording used. The customer has been issued a $** gift card for this issue when she contacted us directly as a customer service gestureOur previous response was an attempt at stating the customer ha received nearly a 75% refund in terms of customer service gestures as her plan originally cost $We apologize for the confusing this may have caused. Again, the customer's plan is no longer active and was already expired when she initially contacted usAt this point, we feel the customer has been adequately helped for this issue and consider this matter closed Sincerely,Kelsey F.Best Buy