Best Buy Stores, LP - US Headquarters

Dear Revdex.com: Thank you for sending this to our attentionBest Buy did not falsely advertise any details of our servicesFor a minimum of $99.99, our Geek Squad Agents diagnose the problem and give you an estimate of repairThere are many variables to consider when assessing the symptoms and the
defectsBest Buy acted with integrity and did not falsely represent any detailsWe will not be refunding any part of the agreed upon fee chargedHowever, I sent the customer a $** Best Buy gift card as a gestureThank you for your business

I am rejecting this response because:
First and very important is the image that is burn into the image is "GMA 4" and further screen image that is from a program on TVI must say that the image is not from the area that I live inGMA is broadcast on channel in the greater metro areaAlso modern technology has a refresh rate that prohibits image imprinting on the screen due to frequency of it's refresh rateThat being said it leaves one to believe that the problem was created elsewhere than in my home or living areasince the set came from Best Buy, that appears to be the origination of the problemWhy would I assume anything else????????

Initial Business Response /* (1000, 5, 2015/11/04) */
Dear Mr***,
Thank you for contacting Best Buy through the office of the Revdex.com about the Geek Squad GPS PlanI am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters
I am sorry to hear
about your concerns regarding the misunderstanding of the GSP Plan and I understand the frustration that this situation must cause youWe value feedback such as this, as it helps us make decisions for the future of our company
After a complete review of the information provided it was found that the GSP Plan does clearly point out that coverage begins effective on the date of purchase
Please review the excerpt from the Terms and Conditions of the Plan Document:
" AGeek Squad Protection (GSP) - Plan Coverage
This Plan covers parts and labor costs to repair your product in the event your product fails to properly operate due to:
Defects in materials or workmanship;
wear and tear;
Dust, internal overheating, internal humidity/condensation;
Power surge/fluctuation;
Defective pixels for those products that have a pixel-based displayPixel repair will be based upon three (3) defective pixels throughout the entire display area;
Repair of image bufor all screens regardless of product category
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 (1), two (2), three (3), four (4) or five (5) years from this effective date depending on the length of the Plan you purchasedYour Plan may auto-renew in accordance with Section O of this PlanThis 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 warrantyProducts must be utilized as the manufacturer intended as stated in your manufacturer's warranty
If you wish to review the entire Geek Squad Terms and Conditions Document please use the following URL: https://www.geeksquad.com/uploadedFiles/wwwgeeksquadcom/protection_plans/Geek_Sq...⇄ /> At each the point of purchase a customer purchasing a GSP Plan signs the Plan agreement, agreeing to these terms
Again, I apologize for your experience, as we do value your business
Thank you again for making Best Buy aware of this situation
Sincerely,
Larry S
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see attached GSP Plan downloaded from the Best Buy websiteIt states that it will start after the manufacturers warranty expires.They use the word extended on their website, but it is notAny person with a high school education can read their website statements and the warranty and believe, in plain english this is intended to be an extension, after the manufacturers warranty expiresThey use verbage that gives the consumer the impression that they are getting an extended warranty, when in fact it is an overlapping warranty that does not extend the coverage for two years past the manufacturers warrantyPlease read the plain English language of the section 3a of the GSP Plan (attached)Then read the protection stated on the web page (attached) of the product I boughtIt cannot be any clearer that this answer from Best Buy is misleading and fraudulentThe email (attached) of my coverage, is for one year after the manufacturers warranty expires, NOT TWO Years that I paid for
Best Buy obviously needs an English interpreter for their own verbiage.I would like to believe that the Revdex.com can also read English and get the same impression I didIf not, WE, citizens and consumers of the United States, have no one to turn to except the legal system, and that is throwing good money after badBut if that is necessary to get these money hungry, fraudulent companies to do the right thing, so be itOne more reflection that they don't care as long as they get their moneyLie, cheat, steal from the consumerI really would expect the Revdex.com to shake their finger at Best Buy and tell them they are deceiving the consumerI would also expect the Revdex.com to forward this to the States Attorney to investigate under the consumer protection actWhere else can a consumer turn?
Final Business Response /* (4000, 11, 2015/11/23) */
Best buy stands by its position
Best Buy's Terms and Conditions clearly state
that the plan begins at the time of purchase

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 are very sorry to hear about the descibed incidents and for any inconvenience causedAt this time, we have been
informed that the proof of delivery was signedat the house authorizing the haulaway of the units, and a signed copy has been provided to the customerWe have offered our final stance on this issue and will not be providing additional consideration as stated by the original escalation case managerWe again apologize for any inconvenience this may cause and appreciate the opportunity to address this issue.Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

I am rejecting this response because:I thank Best buy for providing me with the money that I should have received for the TV that was not working correctlyI feel that if someone bought an extended warranty that that person should be refunded or prorated on time for that warrantyThis is and what should have happened no matter.As far as the refund that I received, which was in good order and I have not complaints with as I told the manager at this Best Buy store, this is notify complaintThis was what the store manager went with to make himself feel better about the way he runs his storeI then explained to him that I wanted to know how he explains to his employees about this conduct that happened to me in my situationHe could not tell me or explain to me about what this salesperson said and gave me or honor his price on said TVThis reflects on the manager of the store in the policies the sales person does to each consumerAgain, this manager kept going back to how much they refunded and the mistake that did on giving me to much on my refundWe just kept going in circles on this matter and very unprofessional on his partI want to know what changes will be made with this manager on what he tells his employees to stop this unfortunate problem with further consumers? Again, I just wanted them to honor what they said they would do and not to give information out to the publicPlease advise

10/06/2017To whom it may concern,After review, we have extended the customer a one time customer service gesture to remove the return restriction. The customer is now welcome to return product from future purchases to our stores. Please note, future excessive returns may result in future
return restrictions and as this is a one time exception to our policy, we may not be able to remove restrictions in the future. Nevertheless, should further issues arise, please feel free to reach out directly for assistance

Dear Revdex.com, Thank you for your continued partnership. We are unable to price match past sales regarding this order for the customer since we are not showing the price on that date for the disputed amount. Best Buy considers this matter closed. Best Regards,

Dear Revdex.com,Thank you for bringing the consumer's concerns to our attentionBest Buy has investigated the customer's complaint and reached out to inform them that the computer in question is in fact capable of being factory reset without professional help, and the instructions for that process are
readily available onlineBest Buy has provided contact information for further concernsBest Buy considers this matter concludedThank you for your time. Sincerely,Alex S

I am rejecting this response because: The information provided by Best Buy is incorrect. The $[redacted] gift certificate was for the replacement for a protective screen incorrectly installed by Best BUY employee and came off the phone. I was never asked to provide a passcode in my previous visits to receive the phone the first time and to exchange it the second time. During this last visit the employees acted unproffesionals and careless. I escalated because of the disrepectful way the emoloyees approached me, the careleness aptitud they have, their rejection to let me talk to a manager, their rejection to let speak to the ATT rep to address the issue of the pasccode and their sarcastic way to reply to my situation. Because of their negligence I have been involuntarly stock with an unsafe device sold by Best Buy. The 20 dollars was not compensation for the issue addres in the complaint, it was an offer to compensate for the broken protective screen the store also refuse to replace. That was a difderent issue.

Initial Business Response /* (1000, 5, 2015/11/17) */
Dear Revdex.com,
Thank you for bringing this to our attention. The Roomba vacuum cleaning Robot model 980 has regular retail price of $899.99. The local Abiline store has it on sale for $809.99 which runs from 11/15/15 to 11/21/15. This item is...

excluded from the Small Appliances 20% coupon which is located in our website. The coupon does exclude iRobot Roomba 800 and 900 series.
Below is the information found on the coupon along with the link for the 20% off coupon that outlines the details for eligibility.
"Markdowns taken from regular prices. Not valid with other coupons or offers. Excludes iRobot Roomba 800 and 900 series, BISSELL ProHeat Revolution, Breville, Magic Bullet, NutriBullet, Nespresso, Vitamix, LG, Philips, Samsung, Smart Scales, thermostats and all air conditioners. Excludes Best Buy Outlet and Marketplace items. Excludes special order products. No copies. No cash value."
http://www.bestbuy.com/site/searchpage.jsp?&id=pcat17071&type=page&ks=960&st=cat...⇄ /> http://img.bbystatic.com/BestBuy_US/store/ee/2015/app/pm/147247_20psmallapps_2.p...⇄ /> Thank you,

Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The coupon I have does not exclude Roomba 900 series. It does exclude Roomba 800 series but makes no mention of Roomba 900. I attached a picture of it.
As far as Roomba 980 being 'on sale' in Abilene as a means to void this coupon, there is not indication on the Best Buy website that the price for the Roomba is anything other than $899.99 when searching their site and while see what is available at the Abilene Store. I'm not sure why that should be an issue (I've been trying to purchase this at 20% off regular price per the coupon anyway) but if somehow Best Buy thinks a local store selling it at a different price voids the coupon, I DO have dated printouts of the web pages that showed the Roomba 980 at $899.99, available at Abilene so I attached that as well.
Final Business Response /* (4000, 9, 2015/11/20) */
Dear Revdex.com,
Dear Revdex.com,
Best Buy feels that we have fully addressed Mr. [redacted]'s concerns that were forwarded to your office in our previous response and we maintain our position.
Nevertheless, please forward any additional concerns to our office and we will respond accordingly.
Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11607132, and find that this resolution is satisfactory to me.

Dear Revdex.com,Thank you for sending this for review. After doing some research we see that the order was cancelled because we do not ship to known freight forwarders. The second order not going through must have been a system error showing the debit card was expired when it was not and we apologize for...

that. As far as the customers concerns regarding her credit reporting, all orders cancelled should not affect their credit score.Thank you,Karla [redacted]

I am rejecting this response because:
It was never available in no state I checked and called costumer service an they said it was available so they're going to see why they keep posting it..  They apologized for misleading information and was gone speak with Internet Dept that was in charge of keeping accurate information updated on their website.. It's also ironic that once it goes off sale the very next days here available at full price wow that's bogus don't you think..!!

I am rejecting this response because:want full refund as promised.Will add pics of sales receipt for service.Was purchased from Best Buy Holyoke store on 12/15/2015 called for service on 9/19/2015 brought in 9/20/2015 for bad OS estimate time 3 days for work.never got back until 9/27/2015.When wife brought computer in she was told not under warranty since she never bought extended warranty.She paid in full for service,7 days later,supervisor of Geek Squad said was only 9 months old and the person who took it in should have sent back to manufacturer for service and she should have never paid.He was going to let boss of Best Buy that was on that night about how upset we were.We keep trying to call Geek Squad they keep telling me they have no bosses and they are all equal and keep passing me around,so went to see lawyer and talked to local station about issue we are having. As a small company owner if my wife isn't happy,I AM NOT EITHER. Bought 12/15/2015 cash best buy holyoke.ma.01040 store [redacted]HHolyoke Mall. [redacted] Holyoke Ma 01040 ###-###-#### is infoGeek squad service order # [redacted] sales rec date 9/27/2016Computer info [redacted] Inspiron 3847 SKU 8760005 Serial [redacted]Description live mock dell/intel core I3-4 Our names are [redacted]@yahoo.com)        ###-###-####    [redacted]. (G[redacted][email protected]           ###-###-####

Dear Revdex.com:Thank you for giving us the opportunity to resolve this concern. Best Buy and the customer have agreed on a resolution to this case. Thank youGail D

Dear Mr. [redacted] - We have reviewed your concerns and agree that you intended to receive the Reward Zone points with your purchase, but were unable to do so because of the way the purchase had to be made.  We have made an exception and applied 1,800 points to your My Best Buy account. ...

The points/certificates should be available to you within 48 hours.   We will work with the Loyalty Rewards team to ensure that the purchase is added to your MY Best Buy account to count towards a status upgrade.  Thank you for notifying Best Buy of your concerns.Regards, Amy C.

Dear Revdex.com,Based on the service orders, our customer has been utilizing the manufacturer's warranty for services. Regardless of coverage, the issuing being corrosion would of not been warranted. Unfortunately, Best Buy cannot guarantee the quality of product produced by the manufacturer's but we do...

offer peace of mind through our warranty plans. Best Buy has verified that the unit is no longer under the manufacturer's warranty and there wasn't a Geek Squad protection plan purchased. Therefore, Best Buy is at no obligation to provide a refund.As a customer services gesture, Best Buy has authorized a $[redacted] gift card to help with the cost of a new camera or to put towards the repairs of the current unit. This will arrive in the mail to the address provided in the Revdex.com with in 7-10 business days.Thank you for your understanding regarding this matter.Kind regards, Ash E

Dear Revdex.com, Thank you for contacting us regarding this matter.  We apologize for the issues the customer has encountered attempting to get the issues with the cell phone resolved.  The customer has a couple of options when seeking replacement of the device under warranty protection. ...

If the device is eligible, the manufacturer may replace it.  Information regarding obtaining manufacturer warranty service for Samsung can be found here http://www.samsung.com/us/support/supportServiceWarranty.do?prd_ia_cd=N0002110&p...⇄ The customer can also explore the option of Geek Squad Express replacement service.  For service under a Geek Squad Protection plan, the customer can go through Geek Squad Express Replacement by visiting the following web site: https://www-ssl.bestbuy.com/usw/adex/home Per the terms and conditions, cell phones purchased on or after September 1, 2013 may be subject to an additional service fee.  Thank you, David M.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The Fresno store already contacted me and I am working with them to start the process to replace it for a new one.

Dear Revdex.com,   Thank you for bringing Dr. [redacted]’s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.   After reviewing the order in question, the camera was not listed on the order. Any sales Best Buy has are limited in...

quantity, and the camera offer was no longer available at the time the order was placed. I spoke with Dr. [redacted] last week, and asked that he contact me once he has returned the product and I will send him a check for the restocking fee as a courtesy. I also sent him an email so he has my contact information, and provided details on our return period as well.   Regards, Kathryn S.