Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Thank you for bringing this matter to our attentionOur records indicate that Geeks Squad was scheduled for a service call to repair the ** TV set on 04/27/Our technician did arrive to the service but was not able to proceed with due to physical damage on the unit's screen/LCD
Unfortunately, this is not covered by the Geek Squad protection plan purchased by the customerPlease know that Best Buy will not be able to proceed with service due to reported issue not covered by the plan purchasedThe customer can request a cancellation of her plan and receive a prorated by requesting this in person at her local Best Buy store.The customer may also visit our site for to review the terms and conditions of the plan where she can further review the exclusions of coverage details.Below is the link to the GSP protection plan purchased by the customerfile:///C:/Users/a224515/Downloads/gsp_2014_10_26_to_2015_09_12_v9_engli...⇄ you,

Dear Revdex.com, Thank you for bringing Mr ***'s concerns to our attention. We apologize for any frustration or inconveniences this may have caused the customer We have spoken to Mr*** directly and found a solution acceptable. Best Buy considers this matter closed
Sincerely, Scott M

Dear Revdex.com,Thank you for bringing the consumer's concerns to our attentionThe customer's items have been delivered before the estimated datePlease reach out to us with further questionsBest Buy considers this matter concludedThank you for your time. Sincerely,Alex S

Initial Business Response /* (1000, 5, 2015/12/08) */
Dear Revdex.com,
Thank you for bringing this to our attentionContract phone plan prices are managed directly by the phone carriersBest Buy is not able to manipulate or change contracts plans as it is a contract established directly which the
phone carriers
Best Buy provides pricing and details for plans and contracts that is provided by the mobile phone carriersBest Buy tries to be as accurate as possible however, we do not warrant descriptions or other Site content is accurate, complete, reliable, current, or error-free
If the customer does not like the current phone purchased and is still within the return period, he cane come to one of our locals stores to return or exchange
Below is a link to our Conditions Of Use and to the return period
http://www.bestbuy.com/site/legal-privacy-policies/conditions-of-use/pcmcat20440...⇄ /> http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ /> Thank you,

Dear Revdex.com, Thank you for bringing this to our attentionWe apologize for our delayed response. We have been investigating this situation to understand why this is happeningI am hoping to have more information shortlyOnce I do, I will make sure to follow up with
you. Sincerely, Dan S. Best Buy

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.They have restored my coverage on the television which will expire Jan23, as I originally thought.Thanks!

March 14, To Whom It May Concern: As an act of higher level customer service and in an effort to resolve the concerns outlined by *** *** I have requested an $*** Best Buy gift card (current selling price of the product in question) in her name. The card
will be processed and mailed in the next to business daysNevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** SrExecutive Resolution Specialist Best Buy Corporate Campus

Revdex.com, Thank you for bringing this to our attentionPlease know that we have connected with the customer and he has been provided with a full refund of his computer, which we are allowing him to keep as a gesture for the experienceThank you again for allowing us to address our customer's concerns
as we always strive for excellence Regards, Sarah L

Dear Revdex.com, We have offered the customer an exception with a free operating system restore that, in our best determination, will fix Ms***s computer issue. The Geek Squad Protect and Support Plan + had expired before making contact with Best Buy. We have no opportunity for renewal. Best Buy is still willing to provide the operating system restore for free for the customer even though she has declined the offer. Best Buy would not be able to accommodate a refund request for the computer as it is over a year past our return policy Sincerely, Scott M

I am rejecting this response because:
Although it finally gotten taken care of, it took about 15-calls and about 10-hours total on hold and the transfer game from one person to another I don't feel like $compensates me for that kind of effort and time

Hello,We have reached out to the customer via emailThe customer confirmed they have received the product, it was delayed in shipping, but delivered and acceptedBest Buy considers this matter resolved.Thank you,Anthony W

I am rejecting this response because:
The image shows that the address is listed as it should beI checked that the address was correct and don't feel like BestBuy took the proper steps to ensure my order.I recieved a response to my initial email to customer service and was advised to repurchase the item which was a higher priceThis order was cancelled as well..... Why wasn't I contacted if this was just an adderess issue? I'm disappointed with the way this is being handled

March 23,
To Whom It May Concern:
Best Buy feels that we have fully addressed *** ***'s concerns that were forwarded to your office as the product in question is outside of the return/exchange time frame and the customer would be directed to the manufacturerNevertheless,
please forward any additional concerns to our office and we will respond accordingly
Sincerely,
Terrance ***
Senior Executive Resolution Specialist
Best Buy Corporate Campus
###-###-#### Fax

Dear Revdex.com, Thank you for bringing this matter to our attentionUpon reviewing, we have verified that a refund was processed on 11/12/in the amount of $The estimated time for this to show in the account is about to business days Best Buy considers this matter resolved
nevertheless, please forward any additional concerns to our office and we will respond accordingly. Thank you

Dear Revdex.com,Best Buy has reached out to Ms*** multiple times, requesting the warranty service plan contract number that she would like to cancelWe have not heard from Ms*** and cannot proceed without the contract numberOnce we receive the information requested, we will work with Ms
*** to get this matter resolved. Thank you Gail D

Dear Revdex.com, Thank you for bringing this to our attentionI am sorry to hear that the customer has experienced problems with her *** refrigerator. The 2-year Geek Squad Protection (GSP) plan covering the customer’s refrigerator began on the refrigerator’s delivery date which was 3/10/
and expired on 3/10/16. The written terms and conditions of the GSP plan covering the plans begin date, which the customer agreed to at the time of purchase, specifically state the following: “Your coverage under this Plan is effective beginning on the date you purchase your product or on the date your original product was delivered to you as stated on your purchase receipt and will expire either one, two, three, four or five years from this effective date depending on the length of the Plan you purchasedThis Plan is inclusive of your product’s manufacturer's warranty; it does not replace your product’s manufacturer's warranty, but it does provide certain additional benefits as listed within this Plan during the term of the manufacturer's warranty.” The Plan’s terms and conditions can be found on our website at https://www-ssl.bestbuy.com/usw/termsconditions/anonymousUnfortunately, this product is out of GSP coverage and manufacturer warrantyThe customer would need to pay for any needed repairsSincerely, Dean *** Executive Resolution Specialist ###-###-#### *** ** *** ***

Initial Business Response /* (1000, 5, 2016/03/16) */
Revdex.com,
Thank you for bringing this to our attentionWe can certainly understand the frustration of having a month computer show signs of issue
While our return and exchange policy is days, the unit was covered under a manufacturer's
warrantyAs a courtesy, we offered to send the unit our for repair under that manufacturer's warranty
That being said, I forwarded the information to the store's General Manager, who contacted the customer and is refunding the computer cost to the card used at the time of purchasePlease know this is a onetime courtesy
Thank you again for allowing us the opportunity to address these concerns
Regards,
Sarah L
Initial Consumer Rebuttal /* (2000, 7, 2016/03/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund thank youI've lost a lot of work time and money returning to your store times in one week unable to work on my new computer
I bought in good faith a NEW COMPUTER and found it was defectiveThe same way Best Buy couldn't run without a cash register is the same way I couldn't work with a new computer that was unreliable and defective
BEST BUY HAS NOT EARNED MY BUSINESS

Dear Revdex.com, Thank you for bringing *** *** ’s appliance delivery concerns to our attention. We have contacted the customer regarding their delivery concerns, and the very poor experience they encountered with the delivery team. The refrigerator has been delivered, and due to
the customers’ experience, our Gurnee, IL store’s management team has provided a credit back to the original purchase for customer satisfaction. Sincerely, Dean ***Executive Resolution Specialist ###-###-####

Dear Revdex.com, I contacted *** *** on 4/19/and left a voicemail with my contact informationI would like to assist in making sure this is resolvedi have verified that the plans she has are no longer setup for auto-renewal, but I also want to make sure she receives a refund if she has
not received one yet. Thank you, Dan S.Best Buy Executive Resolution Team

Dear Revdex.com, The Customers concerns have been resolvedIf there are any questions, problems or concerns, please feel free to contact usWarmest Regards, Best Buy