Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for providing additional information about this matter.  Best Buy employees cannot verbally alter the terms and conditions of a Geek Squad Protection. Again, Best Buy has reviewed the purchase of the air conditioner and Geek Squad Protection (GSP) plan.  The GSP does run concurrently with the manufacturer’s warranty in the first year and may cover issues the manufacturer’s warranty does not.  On the purchase receipt, the expiration date of the GSP is clearly documented as 5/9/2016.  Best Buy considers the matter closed. Thank you, David M.

Dear Revdex.com,   Thank you for bringing Mr. [redacted]'s concerns to our attention.  We apologize for any frustration or inconveniences this may have caused the customer.   The product in question was purchased in December of 2016.  While Best Buy does have a return period of 15, 30, 45...

days for loyalty members, all customers have at least 15 days to return certain products.  This purchase is outside any of those time frames.  Best Buy would not be able to accommodate Mr. [redacted]'s request, and considers this matter closed.   Sincerely, Scott M.

Dear Revdex.com,The customer has been given an exchange of the sound bar for a different model.  Best Buy considers this matter resolved.Thank you,Larry S

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], please ask them to overnight the gift card as it has now been 3 months since my son has had a fully functioning phone.  Also, I would still like a response, from the Corporate office, in regards to the reimbursement of our Verizon Wireless and Geek Squad payments for the past 3 months.  If they provided you with a contact name and phone number please pass it on to me or advise them that I would like a phone call from them.  I never asked for the gift card to be emailed; the Geek Squad informed me that it was being emailed.  I didn't care how it got to us, just that it did but at this point they have dragged their feet for so long, the least they can do is now put a rush on it and send it overnight.

Dear Revdex.com,
Thank you for bringing Miss [redacted]'s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.
Best Buy provides service for products in accordance with the terms and conditions of the Geek Squad Protection (GSP) plan the...

customer purchased. Since the 30 day redo period for service has passed, the customer would need to pay any applicable fees on a new service request. The terms and conditions of the GSP plans can be found at www.geeksquad.com/protection-plans/terms-and-conditions/aspx.
Regards,
Kathryn S.

Hello,We have spoken to [redacted] via telephone and the customer stated he received documents from the insurance company via mail this morning and he has to supply pictures of damage and send back documents.[redacted] stated he attempted to cancel his Revdex.com complaint this morning, but did not reach anyone...

directly and he left a message for the Revdex.com representative. [redacted] is satified with the progress being made on this matter, and Best Buy considers this matter resolved. Thank you,Anthony W.

Initial Business Response /* (1000, 5, 2015/07/30) */
Dear Revdex.com:
Thank you for bringing this customer's concern to our attention. On behalf of Best Buy, I apologize for any frustration that this matter may have caused.
Our records indicate that the customer's order was...

refunded in full as of 07/24/2015. I apologize for the delay and the difficulties encountered after the order was placed. As per our website's conditions of use, we cannot confirm the availability or price of an item until you place your order. Despite our best efforts, rarely an item in our catalog may not be available, the offer may have been misstated, or an item may be mispriced. For any of these reasons, we may cancel your order or we may contact you for instructions on the order.
The TV on the order has been discontinued and as such, we would be unable to ship a new unit to the customer. As a customer service gesture, I've requested a $** Best Buy gift card for the customer which will be sent to address provided. The customer can expect to receive this gift card in the mail within the next two weeks.
Sincerely,
Ana T
Executive Resolution Team

I am rejecting this response because: A)  The item is beyond the return date; B) the reason I am beyond the return date is solely and directly due to the negligence of the Customer Service division in failing to inform me that I cannot return the item via mail.  C)  The negligence was also due to the fact that I was informed that I can return the item via UPS, at my cost. Had I not contacted the Customer Service division repeatedly, I would never have learned that the return ticket was denied.  Thereby, any chance of returning the defective product is reduced by the negligence of Best Buy's customer support team.

Dear...

Revdex.com, According to the delivery/installation team, Mr. [redacted] is scheduled to have the dishwasher delivered today (2/23/17) between a 12PM-4PM time frame. The range is currently at the store and available for pick up. The team will be contacting Mr. [redacted] for delivery verification later in the day after time frame given. Thank you.

Initial Business Response /* (**00, 5, 2015/09/14) */
Dear Revdex.com,
Thank you for bringing Mr. [redacted]'s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.
Any free antivirus or security suite that is offered with a computing purchase...

starts at the time of purchase. I do not see any indication that the customer contacted us regarding the antivirus subscription until 9/7/15. Nonetheless, an agent has issued a $** Best Buy gift card as a customer service gesture, and Best Buy considers the matter resolved.
Regards,
Kathryn S.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated above, I did contact BBY in April, 2015 via chat. As for the fact that there's no indication in BBY system of that conversation, I consider that BBY's internal system matter and that can't be taken against BBY clients. In April via chat I was informed that the software was not compatible. It took me 3 hours on the phone and this Revdex.com complaint to get an answer from BBY that included a $** gift card. Nonetheless, considering the treatment I got I do not consider this matter resolved.
Final Business Response /* (4000, 9, 2015/09/16) */
Dear Revdex.com,
Thank you for bringing Mr. [redacted]'s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.
Any free antivirus or security suite that is offered with a computing purchase starts at the time of purchase. I do not see any indication that the customer contacted us regarding the antivirus subscription until 9/7/15. Nonetheless, an agent has issued a $** Best Buy gift card as a customer service gesture, and Best Buy considers the matter resolved.
Regards,
Kathryn S.
Rebuttal
As stated above, I did contact BBY in April, 2015 via chat. As for the fact that there's no indication in BBY system of that conversation, I consider that BBY's internal system matter and that can't be taken against BBY clients. In April via chat I was informed that the software was not compatible. It took me 3 hours on the phone and this Revdex.com complaint to get an answer from BBY that included a $** gift card. Nonetheless, considering the treatment I got I do not consider this matter resolved.
Response to rebuttal
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. I do not see any notes the customer was told the software was incompatible. Additionally, the customer states he left the country for a period of time and contacted us again regarding the software. This was more 4 months after the purchase. As noted before, a complimentary anti-virus subscription that is included with purchase is activated at the time of purchase. A $** gift card has been issued as a customer service gesture, and Best Buy considers the matter closed.
Regards,
Kathryn S.

Dear Revdex.com,  Thank you for bringing this matter to our attention. First of all, we are very sorry to hear of the setbacks endured by the customer when dealing with this.  Please know that we have contacted our customer directly to help resolve this issue.  Thank you.

Initial Business Response /* (1000, 5, 2015/12/02) */
Dear Revdex.com,
Thank you for bringing Mr. [redacted]'s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.
The customer has been in contact with our Social Media team who have offered a...

resolution on the issue.
Regards,
Kathryn S.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A refund was issued to my original method of payment in a couple of days after the correspondence with Bestbuy. I wish the refund would have been issued earlier when Bestbuy was acknowledged of the situation, without my making multiple phone calls to Bestbuy, without my filing a complaint to Revdex.com, and without my posting on Bestbuy's forum.

Dear Revdex.com,   Thank you for bringing Mr. [redacted]’s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.   Since no parts were replaced in the refrigerator, the customer would not qualify for food loss reimbursement under the...

Geek Squad Protection (GSP) plan. The terms and conditions of the GSP plans can be found at www.geeksquad.com/protection-plans/terms-and-conditions/aspx. Best Buy considers the matter closed.   Regards, Kathryn S.

I am rejecting this response because:I have records of the calls that I have made to best buy where they have acknowledged my coverage. If the coverage was not valid after the 19th, I was mislead that it did.

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention. Correspondence regarding this case been addressed to our Executive Resolution team for proper review.At this time, I am currently working with our customer in creating a resolution outside of this communication. Best...

regards, Shane M.Executive Resolution SpecialistBest Buy Co. INC.

June 13, 2016     To Whom It May Concern:   Best Buy feels that we have fully addressed Mr. S[redacted] concerns in the previous correspondence forwarded to your office as the services have been performed under the terms of the service Plan and our position remains unchanged.  Nevertheless, please forward any additional concerns to our office and we will respond accordingly.    Sincerely,       Sincerely,     Terrance [redacted] Senior Executive Resolution Specialist Best Buy Corporate Campus Tell us why here...

February 22, 2018     To Whom It May Concern:   Best Buy is in the process of addressing Mr. [redacted]’s concerns that were forwarded to your office as the services in question are be performed today and our service escalation team will be following up with him upon completion Friday...

February 23rd.  Nevertheless, please forward any additional concerns to our office and we will respond accordingly.    Sincerely,       Terrance [redacted] Sr. Executive Resolution Specialist Best Buy Corporate Campus

May 2, 2017     To Whom It May Concern:   Ms. [redacted]’s order has been scheduled for completion today May 2, 2017, we apologize for the delay in receiving her product and our delivery install teams have been addressing these concerns with the customer and look forward to the...

completion of the order today.  Nevertheless, please forward any additional concerns to our office and we will respond accordingly.    Sincerely,   Terrance [redacted] Senior Executive Resolution Specialist  Best Buy Corporate Campus  [redacted]  Ideation, Context, Maxmizer, Activator, Communication

02/15/2018To whom it may concern,Upon review, it appears this product was not fully explained during the sale.  As such we have offered the customer a return outside of policy for a full refund. Nevertheless, should any further issues arise, please feel free to reach out for further...

assistance.

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding the monthly Geek Squad Protection (GSP) plan purchased with their phone to our attention.   When customers sign the point of purchase box to verify signature, the customers agree to the terms...

and conditions (T&C) of the Geek Squad Protection (GSP) and plan terms would be sent to them via email address they provided or handed a physical copy – and available on our website too. Monthly GSP mobile plan same way, sent via email or physically handed a copy of the GSP T&C.   The purchase receipt received by [redacted] on 09/16/2015 states the following regarding recurring monthly charges for GSP plan coverage:   “MONTHLY GSP COMPLETE ADH For each claim, your GSP Service Fee will be $199.99 and your Loss and Theft insurance deductible will be $249.99.”   “You have purchased month to month plans, which automatically renew until canceled. Your credit card will be charged on a monthly basis for the plans identified on this receipt. Call 1-888 Best Buy to cancel either the GSP or Loss and Theft plan.”   “My card will be charged monthly for the GSP plan and Loss & Theft insurance. I agree to receive by email the terms at bestbuy.com/servicestermsconditions. Service fees and claim limits apply.”   Our service team never received a phone call at the 1-800 above to cancel the plan prior to 10/19/2016. The Geek Squad service team has cancelled the monthly billing plans per [redacted]’s request and provided as a customer gesture credit to their credit card account in the amount of $10.99.   Based on the above information customer received at the time of purchase printed on the receipt, we would be unable to accommodate their refund request for the previous charges before contacting our company.   As a customer service gesture of goodwill we will be sending a check from our corporate office in the amount of  $70.00. The check should be received in approximately 7 to 10 business days.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus