Best Buy Stores, LP - US Headquarters

Hello Ms***,Thank you for contacting Best Buy through the office of the Revdex.com about your computerMy name is Cassie and I work with the Executive Resolution Team at Best Buy Corporate Headquarters.I am sorry to hear about the difficulty that you've had with you computer and I
understand the frustration that this situation must cause for youWe value feedback such as this, as it helps us make decisions for the future of our company.Unfortunately, Best Buy is unable to provide replacements or refunds on products covered under manufacturers warranty without the customer having first obtained a return authorization number from the manufacturer directlyAccording to our records, your computer has been sent out for repair, and should be available for pick up at your local store soonYou will receive and update as soon as it becomes available. Again, I apologize for your experience.Best,Cassie E Exec Res Sr

I am rejecting this response because: Best Buy tried to sell me "another" same computer while this one was getting replaced Now I own TWO of the very same computer.Very shady sales practices at Best Buy!!! The store manager offered me 50% off the same product, then when I went it he said it could only be 20%. This "upsel"l they do is warranting a class-action suit if they do not address these issues

Initial Business Response /* (1000, 5, 2015/12/22) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionBased on the information the customer has provided we have been unable to verify the purchase that was madeUntil the purchase is verified, we cannot determine why the return was
deniedCan the customer please provide the customer pin number from the bottom of the purchase receipt? Also, any further details the customer can provide regarding this situation will assist greatly in working toward a resolution on this matter
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been in contact with Best Buy store supervisors John and Matt since 12-19-They also contacted their supervisor regarding this issuePer policy their is nothing that excludes my open box (certified in excellent condition) item from an exchangeI have wasted several hour of my time trying to solve a problem that Best Buy caused by selling me a damaged productCustomer pin ***
Reference number ***
Final Business Response /* (4000, 9, 2015/12/28) */
Dear Revdex.com,
Thank you for allowing us to follow up on this matterThe Best Buy store has been in contact with the customer regarding this situationThe customer purchased two open box televisions one of which did need to be repairedThe customer received a resolution proposal from the store, which the customer acceptedBest Buy considers this matter closed
Thank you,

01/05/2017To whom it may concern,Best Buy has confirmed that this return was received on 12/27/2017. As it turns out, we have experienced higher than expected return volume, which has created a backlog of returns awaiting processing for refund. As of today, all refunds dated up to
12/27/should be processed and completed. Nevertheless, should any further issues arise, do not hesitate to reach out directly for support

Initial Business Response /* (1000, 10, 2015/11/06) */
Dear Revdex.com,
An even exchange was made on Mr***'s Television on 11/02/He also purchased a yrprotection plan on his new setWe apologize for any inconvenience this has caused Mr*** and hope he enjoys his new
Television
Best Buy considers this matter resolved
Thank you
Larry S

I am rejecting this response because:
Three to five weeks to close an account and not being able to log in to verify it's done or it will reset is ridiculousThe post office lost a whole box of checks in October and I'm concerned about identity theftTo have stuff show up on my account that I didn't buy or authorize is extremely worrisomeTo have an account just sitting in a computer databank somewhere and not be able to delete it immediately upon a customer's request is not acceptableAs I said before, when Walmart lost my info in a data breach they were able to close my account over the phone, the whole process took less than five minutesI don't understand what the delay in closing my Best Buy account isI have been a customer in good standing for many years and I don't feel I am being treated fairly here

Dear Mr*** - We have reached out to Tech Liquidators and they have responded with the following: We have received your complaint and have been in contact on numerous occasionsUnfortunately, the number you stored in your account continually rings as busy on the occasions we’ve
tried to use it for follow-upAn immediate return of the inventory was not offered as we have a fail rate of less than 2% on the thousands of grade A Beats we’ve sold in the pastTo validate the issue you are describing, a return was approved for a sample of the defective units so we may run them through our auditing processWe see that those units were delivered on March 21st and we will follow up with you once the audit has been completed at which point we can discuss the next course of actionUnfortunately, we won’t be able to reactivate your account while the issue is ongoing and the associated chargebacks you’ve filed are openPlease feel free to reach out to us at 888-602-if you have any further questions or concerns as we would like to resolve this with you directly Please work directly with Tech Liquidators at the number provided as they have visibility and access to your account information. Regards, Amy C

Dear Revdex.com,Please note that we have a recorded conversation between the customer and the team lead at Best Buy Corpregarding this matterPer that conversation the customer claims that Toshiba has a $service fee for warranty workWe could not verify the warranty procedures that the customer came across, however in an attempt to deliver exceptional customer service an agreement was made between the customer and Best Buy that we would help mitigate some of the claimed service feeBest Buy does not feel any policies were breached but we could see the customer was looking for additional supportThe offer agreed to and executed on is considered Best Buy's final offer as the product in question is clearly outside of the return policy.Thank you,Best Buy

January 19, To Whom It May Concern: Best Buy apologizes for any confusing regarding the charges for installation services as outlined by Mr***’s complaint. However, installation of appliances is a service that is provided at a fee. Nevertheless, in
recognition of his experience I have requested a $*** Best Buy gift card for Mr***. The gift card will be processed and mailed to him in the next to business daysNevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

I am rejecting this response because: If the email simply said subject to change, I would understandHowever, the expiration date on the email is very deceiving as it falsely implies that value is "locked" until that date

I am rejecting this response because:
I do not want a replacement I wanted a refund I am not happy spending plus dollars for something that is broken why should I settle for a product that has proven to be broken within hours of purchase

Dear Revdex.com, Thank you for forwarding this matter to our attentionFirst of all, we are very sorry to hear of the setbacks endured by Mr*** when dealing with this Please know that Mr*** contacted our executive offices and we were able to partner with our internal teams who located
the items and shipped to our local storeMr*** was contacted and he has picked up the products Best Buy considers this matter resolved nevertheless, please forward any other concerns and we will address accordingly Thank you

Initial Business Response /* (1000, 6, 2016/03/17) */
Dear Revdex.com,
The manufacturer's warranty does not cover software-related issuesThat is why we sell Geek Squad 24/Support to resolve software-related concernsThere is however a cost of $for a yearThe other option is a monthly plan
that is $up front and $per month after that
The other option the customer has is to continue to work with HP directly to resolve the issue
Seeing as this was purchased in August 2015, we will be unable to replace the computer since it is outside the 15-day return and exchange period
Thank you,
Dan ***
Best Buy Executive Resolution Team
Initial Consumer Rebuttal /* (3000, 8, 2016/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe this to be a defected product that did not work at the time of purchaseAs such, I believe it is Best Buy's responsibility to ensure that I have a working Laptop and also Best Buy's responsibility to resolve this with HPAt this time, I'm requesting a a copy of the manufacture's warranty
Final Business Response /* (4000, 10, 2016/03/23) */
Dear Revdex.com,
I have included a link to the HP product page below
http://support.hp.com/us-en/product/HP-Pavilion-15-Notebook-PC-series/6936229/mo...⇄ /> We feel that we have fully addressed concerns that were forwarded to your office in our previous response and we maintain our position
Thank you

Dear Revdex.com, Thank you for your assistance in bringing this matter to our attentionCorrespondence has been received and address to myself for proper attentionWhile we apologize for the inconvenience caused, Best Buy is unable to provide reimbursement for the customer as we are beyond the
day return allowance as signed by the customer at the time of purchaseThis day return period is set by our different mobile providers, and as such is the only time Best Buy is authorized to make modifications to any agreed upon services on their behalfWe do recommend that our customer partner with Sprint if disputes need to be filed in regards to a billing error, promotional or otherwiseBest regards, Shane MExecutive Resolution Team Best Buy CoInc

Dear Revdex.com - We have escalated this customer's issues to the correct department for review and handling. Someone from the delivery and installation team local to the customer should be in contact with him if they haven't already made contact.Regards, Amy C

Initial Business Response /* (1000, 7, 2015/12/31) */
Dear Revdex.com,
Thank you for bringing this matter to our attention to be addressedThe promotion in question is only eligible on upgrades to the existing carrier, not new lines of serviceTherefore the activation does not qualify for the
promotion
The customer was previously advised to visit the store who were willing to rectify the activation however the customer declined
Best Buy will not be offering the $*** gift card as the resolution was denied by the customer
Thanks,
Initial Consumer Rebuttal /* (3000, 9, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The activation did qualify for the your promotion and that is why I received a *** Dollar Gift card that I used towards a the DepositThe problem is your employee lying to us and telling us that we could add a "new line" so that we get the gift card in the amount of "***" and then telling us all we had to do was switch the old number that was out of contract to the new line " Which is against Verizon's policy
The reason I did not except the your first offer is because
We used the two hundred dollar gift card that we received for the new line on the depositIn order to except your offer we were required to pay *** dollar and then we would still have to wait days to receive a refund and my wife would be with out a Phone until we received it
Ok so you are saying that the promotion was for an upgrade on an existing line of service and not a new lineWell that is exactly what we wanted in the first place, before your employee told us we had to get a new line and then switch our old number to the new lineSo the resolution your store offered was to return the Phone and cancel the "New Line" pay *** dollars and then wait days to get it back in a check
So since the "Promotion in question" is only for upgrades then I will except your resolutionI will upgrade my wifes line, get the *** dollar gift card and then give it back to you and cancel the new one
Final Business Response /* (4000, 11, 2016/01/05) */
Dear Revdex.com,
Please be advised that the return policy for mobile phones and contracts is daysThe promotion for the $*** has since expired Best Buy does not honor previous promotions
Thanks,

Initial Business Response /* (1000, 5, 2016/02/10) */
Dear Revdex.com,
Best Buy has opted the customer out of marketing as of 1/The customer was informed that this process can take up to business days to fully take into effect
Regarding the delivery of the TV, we were not able to locate a
purchase receipt or order numberCan the customer please provide the customer pin number located on her receipt or an order number if purchased online?
Kind regards,
Ash E

Initial Business Response /* (1000, 9, 2016/03/01) */
Dear Revdex.com: Thank you for forwarding this to me for further investigationI sent Mr*** an e-mail expressing my regret for the inventory issueHowever, despite our efforts to manage and track inventory and our desire to fulfill all orders,
sometimes over allocations occur, or the manufacturer is suddenly unable to provide stockI asked him to clarify his desired resolution, but he never respondedMr*** should reach out to the store regarding his purchase needsI did forward the store leaders his complaint for visibility

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the promotion for the Playstation VR launch to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their
expectationsAs *** *** was informed by our Social Community Connector Mike on 11/14/2016, the promotion is no longer offered or advertised or listed and would be unable to honor the promo offers However, as a customer service gesture of goodwill, we will be sending a $*** Best Buy gift card from our corporate officeThe gift card should be received in approximately to business days Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

I am rejecting this response because:Within the link provided, I still do not see any reference to the fact that they were going to replace something that I did not request to have replaced, without at a minimum, contacting me first and advising me of any options This is not a good way to do business As a one-time courtesy, and to retain our business, they should be willing to retrieve my data, which is a simple process for them, without making me pay nearly $Simply put, if I took my car in to be worked on for a specific issue, and other issues were found, I would be prompted with those issues and given the option on how to proceed When it comes to someone's personal property, you do not just remove and replace things without notifying them that you are going to do so