Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Thank you for contacting us regarding this matter. On January 16, the customer purchased Geek Squad Protections for accidental damage from handling and loss and theft protection for each of two phone line. The customer elected to be billed monthly for the coverages.
Per the terms and conditions of the Geek Squad Protection plans there is no fee for cancelling protection. For a customer that gets billed monthly after the last charge is processed, protection will extend to the last day of that coverage period. There will be no further charges, but previous charges cannot be refunded. The terms and conditions can be found here: http://www.bestbuy.com/site/Geek-Squad-Protection/null/pcmcat280100050014.c?id=p...⇄ The customer consented to the terms and conditions at the time of purchase. When the customer contacted Best Buy in April, the cancellation for each of the protection plans was processed per the customer’s request. Best Buy has no record of a request of cancellation in February. We consider this matter closed.Thank you,David M

Dear Revdex.com,Thank you for brining Mr***'s concerns to our attentionWe apologize for any inconvenience or frustration caused to the customerBest Buy clearly marks all items that are used, opened boxed or refurbished, and the item is labeled as refurbished on BestBuy.comThis is also why the
item was heavily discounted at the time of the saleAt this time, the customer is still within the return and exchange period and can return the item if he is not satisfied with the product.Best Buy considers this matter closed.Sincerely,Kelsey F.Executive Resolution SpecialistBest Buy*** ** *** ***

Dear Revdex.com - Best Buy has already addressed the customer's concerns and considers this matter closed.Thank you,Amy C

Revdex.com, Thank you for bringing this to our attentionPlease know that we are unable to corroborate the customer's claim for any promise of a new unit for the same price of the current orderWe have no documentation of this, and the customer has already been advised that we investigated, and
will not be honoring this requestAdditionally, please know that we do not compensate for time The customer purchased a unit for $plus tax, and a $deliveryThey are asking for a unit that retails for $We respectfully declinePer the terms of use, located on our website, we reserve the right to cancel any order for any reasonThat being said, the customer's order is not canceled, but rather is active and is currently on backorder While we can understand the frustration, the customer can wait for the unit to become available, or cancel the order and select another item Please know that I do understand the frustration of the delivery being promised, and us needing to calling the customer to first reschedule, then to let her know the unit is on backorderAs a gesture, I have issued a $*** Best Buy gift card to be delivered to the address providedAlthough we would not be offering what the customer is seeking, I wanted to extend a gesture for the experience The Best Buy Gift Card will arrive in 1-weeks in a non-descript envelope for security purposedPlease have the customer check their mail to ensure they receive this Thank you again for allowing us to address these concerns Regards, Sarah L

I am rejecting this response because: It would only be appropriate to inform me the reason why best buy concluded to reject my claim when there is solid written proof supporting my claim Once I can review the response then I can make a better decision

“Dear ***, A replacement computer has been shipped and is ready to be picked up at the Myrtle Beach, SC storeAs a gesture, our store has agreed to update the unit to Windows if need be Kind regards, Ash E.” Thank you, Ash *** Executive
Resolution Specialist Best Buy Enterprise Customer Care

May 24, To Whom It May Concern: Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as our store leadership has reached out to Mr*** directly and resolved his concerns. Nevertheless, please forward any additional
concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI just want them to learn from this and not let it happen again to another customer

Dear Revdex.com, Thank you for bringing this to our attention and we are very sorry for any inconvenience this caused*** *** was refunded on on 1/14/back to the credit card used to make the purchase*** was also offered a $** Best Buy gift card that was redeemed on 1/27/
This matter should be resolved but please let us know if *** needs any additional assistance. Sincerely, Dan S.Best Buy

Dear Revdex.com, Thank you for contacting us regarding this matter. After reviewing the additional information provided by the customer, we contacted the store where the purchase of the Geek Squad Protection had been made. Unfortunately, we verified the plan had expired, and there was not a means to restart the plan. The store contacted the customer directly and discussed the matter. The store has arranged to meet with the customer and on Friday or Saturday as the customer looks to purchase a new MacBook. Thank you, David M

Dear Revdex.com, Thank you for bringing this matter to our attention. Best Buy verified the purchase of the Geek Squad Protect and Support plan on March 5, 2016. The terms and conditions of the plan that the customer agreed to can be found here:
http://storage.bestbuy.com/geeksquad/terms/geeksquad_ps/geek_squad_ps_current_en...⇄ Customers have access to 24/agent support online, phone, and in-store. In-home service is not included in the plan. Quite often, an issue like the customer is experiencing can be resolved either through on-line or phone support. There is information on the following web page for this type of assistance: http://www.bestbuy.com/site/computer-tablet-services/geek-squad-protect-support-...⇄ customer does have the option of cancelling the plan at any time. This can be done over the phone, in person, or via the mail. The customer is eligible for a pro-rated refund for the unused duration of the planThank you*** ** *** ***

I am rejecting this response because:
I already filed a police reportThe police will not investigate this matter, they just gave me the police report as proofI am not asking to get anyone in troubleI am asking to refund what is rightfully mineI have the names of employees that have been fired for doing this in your storesI need this resolved before I have to go to the media and it will be worse then

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

I am rejecting this response because: This does NOT begin to address the complaint I would like a member of Best Buy team to contact me to discuss this further If Best Buy decides this case will be closed as unresolved, an Attorney General complaint will be opened to fully address the issue. Thank you,***

I am rejecting this response because:I have gotten VERY same response from numerous reps and storeassociates that I spoke to and I have explained the situation again every single time. How were you going to locate the transaction paid with cash?? Cashier didn't ask for my rewards phone number, so there is no record under my reward accountThat's why it was manager approved exchange at the store I bought from, Algonquin, IL. I stopped by at the store AND called the store on Friday, got the ok from the manager for a return/exchange and went in on Monday to exchange only to find out the item went on a sale over the weekend! If I stopped by before Monday, they would refund full amount toward the exchange but because there is a sale going on, they will only refund partial amountAnd I was told it was either return it without receipt for the sale amount or no returnI specifically said on Friday that I cannot stop by until Monday, which they said okI was NEVER told anything about no tax refund on return without receipt items nor they will not honor what they said simply because they have a sale going onLike I said, I was fine with less tax amount since it was manager approved exchange, but another $less?? I would have never bought this item on the first place if it wasn't their recommendation!!! First they recommend completely useless item to me and now they will not even honor what they said they will!!

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention. Correspondence regarding this case has been brought to our executive resolution team for proper review. We are very sorry to hear about the described difficulties experienced in an effort to obtain phone
replacements under our Geek Squad Protection plans. Upon reviewing the purchases and associated receipts we have reached out to the customer and provided a resolution. Best Regards, Amanda HExecutive Resolution Specialist Best Buy CoInc

I am rejecting this response because:
Best buy employee told me that WOULD workAnother Manager at the Eden Prairie location told me if I had asked anyone at his store I would have been told " sorry we don't sell anything like that"I was told by another manager over the phone to bring the system in to have Geek Squad look at itThe Mankato store refused to look at itThis has been handled terribly by all Best Buy employees involvedPut on hold hung up on, told the would be in contact with me never did, transferred over and over I was told by one employee when I asked to talk to the store manager that he was on vacation for the next month! The system was in working order before the Best Buy power cord was plugged inNo I can not provide proof of that but it seems to be Best Buys standard response to call customers lairsMaybe if geek squad looked at it like I was told they were going told they would have had a better answerSo I do not accept 10% or whatever "deal" you want to give me on a camera system that is fried because of a misinformed employee of Best Buy

Dear Revdex.com, Thank you for forwarding Mr***'s concerns to our attentionWe apologize for any inconvenience this may have caused the customer. Due to the when the customer purchased the item, he is currently outside of the return and exchange period, so the product must be
serviced before it can be exchangedWe recommend the customer schedules an appointment with the install bay in store to have the product looked at by the techniciansThe customer can call the store ahead of time to schedule this appointment, and their phone number can be found on BestBuy.com. We will not be providing an exchange on the unit at this time. Sincerely, Kelsey F

Dear Revdex.com,
Thank you for bringing Mr***'s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer
After reviewing the issue with the The Retail Equation, the company that flagged the returns, we have found that because of the
customer's high percentage of returns and exchanges within Best Buy, he was in fact issued a warning in mid-January from excessive exchanges
Because the customer willingly purchased the same item after receiving said warning, he must now proceed with repair on the device through the manufacturer's warranty as we will not process an exchange on the deviceBest Buy considers this matter closed
Sincerely,
Kelsey F

Dear Revdex.com, Thank you for submitting Ms***'s concerns to us againWe apologize for any confusion caused to the customer with the previous response. Please note the product is currently not eligible for a refund because it is outside of the return and exchange periodEven if the customer was an Elite Plus member, the item would still be outside of the extended return exchange period as it was purchased in May. Again, if the customer is having some kind of issue with the performance of the product, we recommend she works with the manufacturer to resolveBest Buy will not be issuing a return or an exchange of the product. Sincerely, Kelsey F