Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Thank you for bringing Mr. [redacted]'s concern to our attention. We have redirected this to our claims adjuster, Sedgwick, who is overseeing this concern. They have been in contact with the third party involved and are aware the inspection of damage is taking place today. Sedgwick will...

be monitoring the situation to ensure the customer's concern to addressed correctly.Thank you,Best Buy

Dear Revdex.com, Thank you for your continued partnership in this matter.  At this time we have reached out to the customer and came to an agreement to resolve this for the customer.  Best Regards, Amanda H.

Initial Business Response /* (1000, 13, 2015/10/15) */
Hello; I am Brian with the Executive Resolution Team at Best Buy corporate headquarters.
I apologize for the time that it took for this Geek Squad computer repair to be completed. The service center notates that they replaced drop-damaged...

palmrest, wifi card, power button board, and motherboard due to drop-damage, under the Geek Squad Protection plan with Accidental Damage from Handling coverage. The service center also verified that the wifi card functions correctly, and the computer was shipped to Mr. [redacted] and received on 9/11.
I understand that on 9/13, the store replaced the computer for Mr. [redacted].
Mr. [redacted], I hope that your new computer serves you well for years to come.
Thank you for making Best Buy aware of this concern.
Sincerely,
Brian P [redacted]
Executive Resolution Specialist
Best Buy
Brian.[redacted]@BestBuy.com
(612) [redacted]
Initial Consumer Rebuttal /* (3000, 15, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because I requested FULL refund and not prorated refund! But after this respond and because
I was FORCED to drive back and force to BEST BUY store at least 4 times to prove that my old computer was not working, I would like to be compensated for that too.
I'm asking for a minimum compensation for my suffering which is @400 store credit for my next purchase.
Regards
[redacted]

Dear Revdex.com,Thank you for sending this for review. I have looked into the customer's interactions and see that he reported this on 02/12/17, unfortunately the gift cards were used on 2/11/2017 and at that point were already at a $0.00 balance. Although Best Buy has a process we follow to report any...

lost or stolen gift cards we will freeze (cancel) the gift cards and will reissue it with whatever the remaining balance is. Best Buy is not liable or responsible for the funds after it has been used as we treat gift cards like cash. The following link will answer any gift card questions --> http://www.bestbuy.com/site/help-topics/gift-cards/pcmcat203400050004.c?id=...⇄ are extremely sorry and do not wish any customer to be victim of fraud and we try our best to cancel the gift card before it gets used unfortunately it was too late in this case.Thank you,Best Buy

Initial Business Response /* (1000, 5, 2015/09/28) */
Dear Revdex.com,
Thank you for bringing this matter to our attention to be addressed. We are aware of an issue within the Trade In application where not all tablets are listed. Stores have an option to work around this. Best Buy has offered to work...

with store towards system work around but no response was provided from client.
A solution was offered to client but refused. The store has offered the same dollar amount of the original promotion towards the qualified device. We would suggest the client visit a store to have the offer honored.
Best Buy will take no further actions on this matter,

Revdex.com,  Thank you for bringing this to our attention. Please know that we apologize if the contract was missing from the customer's email. This is not a known issue; all of our customers have been receiving their contract attachments as normal. While I cannot say why this happened to Miss...

[redacted], I would have been happy to assist with a copy of these as promised; however the customer has returned her phones at this time.  Thank you for allowing us to address these concerns.   Regards, Sarah L.

Initial Business Response /* (1000, 8, 2015/06/30) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about your cell phone. I am Andrew [redacted] with the Executive Resolution Team at Best Buy Corporate Headquarters.
I am sorry to hear about this...

issue and I understand the frustration that this situation must cause for you. We value feedback such as this, as it helps us make decisions for the future of our company.
Unfortunately we wouldn't be able to replace your phone or exchange it. If you go here Page 3, section B you will see
: http://www.geeksquad.com/uploadedFiles/wwwgeeksquadcom/protection_plans/Geek%20S...⇄
That clause states: ADH Coverage provides repair to, or replacement of, your Covered Product for damage (e.g., a cracked screen) from accidental drops and spills that arose during normal daily usage of the Covered Product as the manufacturer intended. ADH Coverage does not apply to the following: cosmetic damage (e.g., scratches, tears, dents and broken casing) that does not otherwise affect or impede its functionality or materially impair its use; damage resulting from falling from elevated heights (e.g., decks, balconies, windows); damage from being run over by or falling from moving vehicles; damage from liquid immersion/submersion; secondary damage from use other than as the manufacturer intended. We reserve the right to determine the cause of damage to the Covered Product and the applicability of ADH Coverage, based upon the condition of the Covered Product at the time of the claim.
Again, I apologize for your experience, as we value your business.
Thank you again for making Best Buy aware of this situation.
Sincerely,
Andrew [redacted]
Initial Consumer Rebuttal /* (3000, 19, 2015/07/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told when I purchased the phone, everything was covered except dropping in water. I specifically asked about dropping or damage caused by other means and I was told everything else was covered.

Dear [redacted],Thank you for contacting Best Buy through the office of the Revdex.com. I am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters.  I am very sorry to hear about the difficulty you are having with the Micro Soft Surface Book and I apologize for...

the inconvenience and frustration this matter may have caused you.I am sorry to inform you the item was beyond the Best Buy 15 day return policy and the return denied.  The Surface Book does have a 1 yr. manufactures warranty.  We recommend that you send the unit in for warranty repair to Microsoft. Thank you for your patience and again, I apologize for your experience, as we do value your business.   Best Buy considers this matter resolved. Sincerely,Larry S

I am rejecting this response because: This product has not been used and Best Buy should be able to offer in store credit like all other stores.

Dear Revdex.com - Our records indicate that the customer's order was shipped on December 11, 2017 via UPS Second Day Air and was delivered to the customer on December 13, 2017.  Best Buy considers this matter closed at this time.Regards, Amy C.

Dear Revdex.com: Thank you for sending this matter on for our review. While, I am sympathetic to the customer's predicament, our products come with a 15-day return promise and if no Geek Squad Protection plan is purchased, then the customer can work with the manufacturer to request service under the terms...

and conditions of their warranty. Our Return and Exchange Promise is referenced in our store, on the receipt, and published on our site: http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat2608...⇄ Regardless, as a goodwill gesture, I have issued a refund for $100, which I hope helps this customer into another unit, since her efforts to resolve the issue via her internet provider were inconsequential. We do value her efforts doing business with us. Thank you!

Dear Revdex.com, We have researched this matter further. Mr. [redacted] was issued a Warning in November 2015 that future returns may be denied. This warning was issued due to the large percentage of his purchase dollars that were returned or exchanged, and it is why he was denied this attempted...

return. We will be unable to lift this restriction.  Thank you,  Dan S.Best Buy Executive Resolution Team

11/13/2017To whom it may concern,Upon review we have determined that this item is defective with a fractured/cracked display panel.  However, it does not appear the device was abused or misused in any way and appears to be free of damage.  We have therefore concluded the device to be...

factory defective and approved a return.  The customer has been provided with a return label as the item was ordered through our website.  Should the customer have further questions or concerns, please feel free to reach out directly.

I am rejecting this response because: their own employee, a Best Buy supervisor told me that I would receive the price adjustment and now the company is refusing to honor it's employee's word. This is not only poor customer service, but a bait and switch tactic, which is illegal.

Hello; My name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters.As a one time gesture of goodwill, I have reissued the 55.00 My Best Buy certificate. This will expire on the date shown on the certificate itself (which can be viewed via BestBuy.com) and will...

not be eligible to be reissued. Best Buy will be unable to reissue any expired certificates going forward. Thank you for making Best Buy aware of this concern.Sincerely,Cassie E. Exec Res Sr

Revdex.com, Thank you for bringing this to our attention.   I have discussed and clarified the coverage of the 24/7 plan this customer purchased, in that mobile phones are unfortunately not covered and recommended contacting the carrier to trouble shoot the existing issues. Regards, Nick S.

I wanted to provide our response for Ms. [redacted]’s unfortunate situation with her appliances. After bringing this issue to the attention of local leadership, they were able to offer Ms. [redacted] a [redacted] check for the inconvenience she experienced. Ms. [redacted] accepted this as a resolution, and we...

consider this resolved. Please let me know if you have any questions! Kindest Cassie [redacted]

Dear Revdex.com,   The customer received 2,499 new member bonus points from a purchase on 3/27/2017. On 4/10/2017 he returned that product, and before those 2,499 points were removed from his account, he used a $50.00 certificate for a purchase on 4/11/2017.   Best Buy feels that we have fully address the customers concerns. Best Buy has provided our final stance and that stance remains the same.   Nevertheless, please forward any additional concerns to our office and we will respond accordingly.    Thank you, Bethany H.

I have reached out to our Geek Squad City to track down the current status of the original hard drive and should have an update early next week.    I have connected investigated the customer's concern.  An employee of [redacted] brought the computer into our Littleton, CO...

store, and the GS staff was able to transfer all of the information they could find within CDP standards.  A total of 15.6gb of data was located and 15.6gb was transferred.  The employee then discovered two files that they could not locate, and contacted the store.  Store invited the him back in the store to help locate the files, but were unsuccessful.  For customer satisfaction, the store refunded their money for the data back up.   It was after that, Mr. [redacted] contacted the store and demanded the original hard drive back.  Unfortunately, his employee did not inform the store that there were a couple of files missing until after the original data service transfer was completed, and the original hard drive sent back to the store.    Thank you,     Dean [redacted] Senior Executive Resolution Specialist

Dear Revdex.com,The Local Store has been trying to reach Maria by phone, but has had no response.  If the customer wishes to callor go into the store she can speak with Cindy the General Manager or Kerrie the Assistant Store Manager whowill be happy to provide a refund or the customer can pick out...

another phone.