Best Buy Stores, LP - US Headquarters

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Mr. Miller is correct in that my decision to take the Jeep to [redacted] Transmissions was based on the cost of the repair.  The question about if the transmission was bad, was not even a consideration.  The fact remains that when the rear differential was rebuilt and it was taken out for a test drive, there was a gear ratio error message.  I was told that O’Brien’s transmission expert would have to diagnose it.  The Jeep remained at the dealership from Friday 10/16/15 until Tuesday 10/20/15 so it could be diagnosed by their transmission expert.  On Tuesday 10-20-2015 I was called and told their transmission expert determined the transmission was bad and it needed to be replaced/rebuilt and that the least expensive way to get this fixed was to have it replaced with a refurbished/rebuilt transmission which would cost about $4600. Per my instructions, O’Brien’s Service Department contacted my extended warranty company to present their findings and begin the process of replacing the bad transmission.  I was contacted later that day and told the warranty company wanted the dealership to rebuild the transmission so it could be inspected. Knowing the repair cost may exceed the initial $4600 quoted I looked for less expensive options.  On Thursday 10-22-2015 I took the Jeep next door to [redacted] Transmissions where they informed me they would work with the warranty company and estimated the repair cost at between $3000-$4000.  I don’t understand Mr. Miller’s argument about “professional opinion” and how that differs from the dealerships transmission expert’s diagnosis.  [redacted] Transmissions did inspect the transmission, prior to doing the rebuild, and got the same gear ratio error message the dealership did in coming to the conclusion that the transmission was bad!  The error message could only come from a problem with the transmission or the rear differential.  Not knowing the work at the dealership was done wrong and not checking their work on the differential in diagnosing the transmission, makes O’Brien’s mechanics look incompetent. Any plan on doing additional tests to the transmission after diagnosing it as bad, was never communicated to me.  This means that if they planned on doing more testing on the transmission, they have a communication problem as well! If the transmission was not bad, why did the dealership contact the extended warranty company and tell them it was, resulting in an inspector actually making a trip to the dealership to inspect the vehicle on Friday 10-23-2015?  I have documentation on this, even though I had already taken the Jeep to [redacted] to have the work performed!The work done at [redacted] Transmissions was no different than what they were going to do at the dealership, except it would cost less!  They even used OEM Jeep parts for the rebuild.  The rebuild revealed nothing more than the normal wear-and-tear of a transmission with about 85,000 miles.  The only indication that the transmission was bad was the gear ratio error message that still existed after the rebuild was completed.If the dealership had rebuilt the rear differential correctly, the gear ratio error message would not have been there.  If they would have reviewed work completed, when diagnosing the transmission problem, they would have found the problem and the transmission would not have been rebuilt. Either way, the transmission would not have been rebuilt, if the error message was not there (indicating the transmission was bad) and I was not told the transmission was bad by the dealership! When I was initially informed that there was a transmission problem, after the differential was rebuilt, I asked if they had put the correct gears in my rear differential.  I did so in a joking manner so as not to insult or insinuate they were incompetent! Everyone got a chuckle out of that at the dealership! It turns out my suspicion was correct.  About me:  I have a Bachelor’s Degree from Purdue in Engineering (Mechanical).  Prior to getting my college degree, I attended a Trade School for Automobile Mechanics and worked in an AAMCO Transmission shop for a short time.  I have many years of experience in Engineering, Manufacturing and Technical Sales and am currently employed by a very large international ball and roller bearing manufacturer and I have had years of experience in failure analysis. 
Regards,
[redacted]

Dear Revdex.com,I am currently emailing back and fourth with the customer on resolution. I have offered to reimburse the difference on the pedestal as well as the warranty added to the pedestal since the warranty cannot be added to washer since its outside of the return and exchange time frame.Thank you,Karla

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 tracking number associated with the order, [redacted], shows the package was delivered to the customer on 6/10/16. A...

claim was opened after the customer notified us that he gave the package to his doorman to return to UPS. UPS confirmed the customer told them he accepted delivery, and then gave the package to his doorman to give back to UPS. UPS did not receive the package from the doorman. Since the tracking shows the package was delivered to the customer, and the customer said he received the package, we are unable to provide a refund on the order without receiving the product back. 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 the TV with us in 2014.  Upon review, we see that Mr. [redacted] has been working with the manufacturer to have the TV replaced....

Unfortunately Best Buy is unable to intervene or replace the TV from our end since the manufacturer is replacing it under their warranty.  Thank you.

Dear Revdex.com,   Thank you for bringing Mr. [redacted] concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.   After reviewing details of the customer’s order, our delivery team did not feel comfortable moving the customer’s old...

refrigerator from the location as it is in a tight space and the team did not want the possibility of damaging the customer’s home.   Our team worked with Mr. [redacted] to set up a new time for a team to come out and attempt delivery and installation with the understanding that a different team may also come to the same conclusion and not feel comfortable completing the work. Mr. [redacted] informed us he decided to cancel his order.   Best Buy considers the matter closed.   Regards, Kathryn S.

Revdex.com:
though I am still waiting for the process of refunds and mailings, Best Buy has replied with a resolution.  Considering the fact that they replied to the comment with me as "she" makes me further question their ability to communicate effectively and with any concern for their customers  I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

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.  Thank you so much for all the help you have provided me and for being a consumer advocate.  I will return the TV which is in perfect condition.Thank  you so much!! [redacted]

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 apologize for the confusion over the Phone Gift Card Promo and for any inconvenience and...

frustration this may have caused you.   Unfortunately, the promotion in question was not available at the time of purchase.  This was a Black Friday promotion and was only available on that date. Best Buy’s published policy excludes the dates from Thanksgiving 11/24 through Cyber Monday 11/28 for any price matching. Therefore Best Buy declines this request.    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

Dear Revdex.com (Revdex.com):   Thank you for bringing [redacted]’s concern regarding online order #BBY01-[redacted] to our attention.   Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectations. After...

receiving [redacted]’s complaint, we confirmed the [redacted] computer for online order # BBY01-[redacted] was returned on 01/12/2016 for a refund.   As a customer courtesy and a better Best Buy experience, we will be sending a $100 Best Buy gift card from our corporate office. The gift card should be received in approximately 7-15 business days.        Thank you again for making Best Buy aware of this situation.   Sincerely,   Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

I am rejecting this response because: I have made significant returns, but also significant purchases. If you review my account I generally return and buy something more expensive. I am not a criminal and I think it's unfair I am being treated like one. If I had ever been notified of this return policy I would have followed it. I want the block lifted and then I want to be notified properly of the return policy. Thank you!

March 15, 2017  To Whom It May Concern: Best Buy feels that we have fully addressed concerns that were forwarded to your office by [redacted] as a representative from our office previously informed her that the order in question was cancelled due to it not clearing the order...

verification process.  Additionally, at that time the customer was informed that they were welcome to replace a new order.  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

Dear Revdex.com,Best Buy would like to apologize for the inconvenience and frustrations that this situation may have caused. We have verified that the funds has been issued and should be arriving soon. Our client would have to wait 2-3 weeks before the gift card arrives.Thank you,Ash E

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 apologize for the inconvenience and frustration you experienced with the Geek Squad concerning the...

misunderstanding about the warranty I am pleased to hear that the Best Buy store where you originally purchased the laptop, reached out to you on Saturday April, 30 2016 and provided you with a store credit for the purchase price of the computer with the understanding that this is a onetime exception. 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

Initial Business Response /* ([redacted]0, 9, 2015/12/21) */
Dear [redacted],
Thank you for contacting Best Buy through the office of the Revdex.com about the difficulties you had with the purchase of your microwave. I am Larry S with the Executive Resolution Team at Best Buy...

Corporate Headquarters.
I am sorry to hear about the difficulties you had trying to get this problem resolved and I understand the frustration that this situation must have caused you. We value feedback such as this, as it helps us make decisions for the future of our company.
I am pleased to hear that Best Buy has provided you with the correct microwave.

I have also requested a $[redacted] gift card as a gesture of goodwill and invite you shop again with us and hope that your next experience will be a better one. It will take 2 to 3 weeks for the card to arrive and be aware that it will be mailed in a plain white envelope so please watch for it.
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

Dear Revdex.com - We have escalated  the customer's concerns to our Delivery Appliance Customer Care team for handling.  A case manager should be in touch with the customer within the next 48 hours.Regards, Amy C.

I am rejecting this response because: I haven't even received the $25 and the $10 gift cards that were supposed to be mailed to me according to their reps and they dont even address the fact that the order was placed on the 26th and didnt arrive on the 29th. It never left their facility and thatvis their fault not the shipping company. Also, as a elite rewards member I am supposed to get 2 day shipping. Finally they didnt address the issue of their reps and making me take an unnecessary trip to the store to be treated rudly by their manager.

Dear Revdex.com, Thank you for bringing the customer’s computer order and gift card concerns to our attention. Customer has since purchased an [redacted] laptop under order # BBY01-[redacted], using the original $1147.56 gift card.     Sincerely, Dean [redacted] Executive Resolution...

Specialist ###-###-#### [redacted]

I am rejecting this response because:  The Packaging was and still is in good condition, there also was no indication within the packaging of broken pieces.  This led me to believe it was probably damaged before the television was packaged.  If it was damaged in shipping there would have been indications both on the exterior packaging as well as pieces of the corner inside the packaging. There was and is neither.  Also The Television was noted to be in that condition by Neal the installer from Dish network, as well as myself at the time we went to setup the television and in particular when we removed the protective coating for the screen.  This has been explained in writing in a document left for the local store manager on Tuesday 5/3/16, who has not even bothered to call or to meet with me, as requested.

Dear Revdex.com, Thank you for bringing this matter to our attention. The Best Buy return policy for video games (as found at www.BestBuy.com) states that opened video games cannot be returned for a full refund, only an exchange for an identical item. We would advise the that the customer visit their...

local store within their 15 days return window, as printed on the purchase receipt, and exchange the game for an identical one. It is at the manager's discretion as whether or not to allow for an exception and refund to a store credit. Best Buy will not be offering a refund on the game as it is against our return policy and the customer has been provided the return policy information. Thanks,

Dear Revdex.com,  Thank you for brining 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.  Upon reviewing, we have verified that a $20 gift is being sent to the customer as promised. This she should receive within...

the next 2 to 3 weeks. As for the laptop refund, this was also processed today and she should be refunded within the next few business days.  Best Buy feels that we have fully addressed nevertheless, please forward any additional concerns to our office and we will respond accordingly.Thank you.