Best Buy Stores, LP - US Headquarters

I am rejecting this response because: I have tried to work with the manufacturer and they will not stand by their product either They say it "functions as designed" Since I bought the appliance from Best Buy they should stand by the product they sold

Our Geek Squad team was able to connect and speak with Ms*** on Friday and we are currently working with her and our field leadership to get the soonest possible appointment scheduled to bring this matter to a full resolution

I am rejecting this response because: Yes the information may be in paper but salespeople are given thw consumwr information prior to purchasing the agreementThe new repair company has been in contact with me but after our conversation it was determined that they did not need to come see the tvThey said they need to order another board for my tvThis will be the second board installed in this tv since my purchaseThe repair company was unaware of rhe issue with the tvIf I had not called them to discuss the issue with the tv it would have been a wasted trip for themAnd another waste of my time due to nothing would have been accomplished in fixing the tvSo I waiting for them to receive the board so we can setup a date/time for them to install it And there was no mention in the response on how I was given an appointment date and time but no one was on record to come to my houseConsumers have to leave work to meet these repairmen but it is as if our time is not importantI had to contact Geek Squad to find out any type of information about a repairman coming to the houseBy the time I found out I had already wasted my time and lost money for nothingIt seems like there should be practices in place to prevent this lack of communicationBut from what my take of what I was told is it is up to me to contact them so they can look into why no one was thereI was told by the escalation dept that they have hours for me to be contacted pretty much but it was well over hoursAnd I had to initiate the contactGeek Squad personnel was not doing anything to my knowledge to get someone to my house after an appointment had already been given to me

Dear Revdex.com (Revdex.com): Thank you for bringing [redacted] ***’s concern regarding the Microsoft Surface Tablet purchase from our Burbank store (#***) to our attentionBest Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWhen the Surface Tablet serial # Ms***s wished to return did not match the serial # on the purchase receipt, the return was denied However, we fully investigated the serial # on the unit Ms***s had in their possession with Microsoft directlyBased on our investigation, we were unable to verify the serial # they receivedFor resolution, we have agreed to have Ms***s bring back the Surface Tablet and our store will accommodate a return/exchange or refundThank you again for making Best Buy aware of this situationSincerely, Steven [redacted] Executive Resolution Team Best Buy Corporate Campus [redacted]

Dear Revdex.com,Thank you for bringing this matter to our attention We contacted the customer and verified the Geek Squad Protection plans that were in question Once we gathered the necessary information, the GSP monthly billing team was contacted to process the cancellation We have received communication that this has been completed.Thank you,David M

Dear Revdex.com, To better serve the Customer, we have reached out directly to the Customer so as to quickly and concisely reach an applicable resolutionI have emailed and left a voice message for the Customer and am waiting for a responseWarmest Regards,Best Buy

Dear Revdex.com: Due to the non-functioning features and out poor handling in requiring she purchase a remote that was supposed to be included, I made an exception and credited the entire order, even though it is outside the return periodShe may keep the TV and choose to have it repaired; however, I have issued a credit card refund for the entire amount = $151.96, which will post in 3-business daysThank you!

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 positionThis phone is not currently available for shippingIf there are any promotions valid at the time of purchase, the customer will receive said promotionBest Buy considers the matter closed Regards, Kathryn S

Dear Revdex.com, Thank you for bringing this matter to our attentionFirst of all, we are very sorry to hear of the setbacks endured by the customer when dealing with this Please know that we have processed a $refundThis $plus $in taxes which $is going back to the customers credit card and $to a gift card ending in *** Please let us know if the customer no longer has the gift card so we can send a replacementBest Buy considers this matter resolved however, please forward any additional concerns to our office and we will respond accordingly Thank you

Dear Mr [redacted] - We have reviewed your concerns and the information regarding your delivery Your point of contact for this issue is the Geek Squad Customer Care agent that you have been working with, Joanne T Joanne is the agent responsible for addressing your concerns and for any offers of compensation that may be made We have escalated your concerns to her and her management teamPlease continue to work with her at this time.Regards, Amy C

Dear Revdex.com, Thank you for forwarding Ms [redacted] 's concerns again Even if the customer was within the return period, our records indicate she attempted to return a damaged item nearly days after purchaseWhile the customer's Elite Plus status does have a day return window, damaged items are considered final sale or non-returnable merchandiseHad the customer attempted to return a non-damaged, working item, she would have been able to do soUnfortunately, the item was damaged and that is why the return was deniedFor more information on this, please visit our website here: http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001...⇄ We will not be exchanging or refunding the productBest Buy considers this matter fully addressedThank you, Kelsey F

I am rejecting this response because: Best Buy answer is incorrect, the order was not automatically cancelled I contact them to find out way was the transaction was still showing awaiting authorizationI had previously contacted my bank who told me the transaction was approvedFor some reason Best Buy's system was not seeing the authorizationAfter spending minutes on the phone with customer service "I ASKED" the rep to cancel the order.The original order was cancelled due to Best Buy system no working properly and not due to an error on my partI told the customer service rep multiple times that I no longer had the original gift cardsDue to the the delay and bad customer service/system I was unable to take advantage of better pricingThis was caused not by any fault of mine but by the broken customer service system and incompetence of Best Buy employeeAttached are the logs of all the phone calls I made to Best Buy without resolution, more than hours of my time

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

Dear Revdex.com,Customer has been refunded $on 12/23/and was also issued a $ [redacted] Dollar Make Good Gift Card Best Buy considers this matter resolved.Thank youLarry S

January 17, To Whom It May Concern: Best Buy feels that we have fully addressed [redacted] ’s concerns that were forwarded to your office as a refund has since been processed for the order in question and a $ [redacted] gift card has been requested for the customer as promised The gift card typically takes a couple weeks to process and mail 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 (Revdex.com): Thank you for bringing [redacted] 's concern regarding the [redacted] gas stovetop to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsAfter receiving Mr [redacted] 's Revdex.com complaint, we contacted our PAC Sales team on the replacement / exchange requestWhile we would be unable to accommodate their compensation request, the PAC Sales team has created a new Sales Order (SO) #on 03/16/for return and exchange of their unit and scheduled for 03/24/n 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: It is unprofessional for this company to just hide behind a corporate wall of mumbo jumbo and simply saySorry even tho our employee mis-represented the sale of the extended warranty we are going to do nothing about it and do not value you as a customerI feel like I was treated unfairly and taken advantage ofat the time of sale and now when seeking a resolve to my issueI was/am not looking for a free rideI even offered this company to pay the difference between the two models if they were able to switch it out for the newer unitThis is think was MORE than fair on my part as a consumerI think that my next step mayjust be the attorney generals office to file a formal complaint with them as this was clearly some type of effort to defraud me when I clearly was told at the point of sale that purchasing this "Extended warranty" would extend the warranty years PAST the original MFG warrantyI am more than willing to work with the companyto get this resolved but they are not willing to help me at all it looks like and this is just poor business and a form letter reply to my problem that they send to everyone.I was expecting more support and am not at all happy with the outcome thus far

I am rejecting this response because:The drone Best Buy sold to me was already damaged and they won't own up to itI did all my research and the box should've been sealed from the factory with factory tape

Dear Revdex.com: Thank you for sending this matter on for our reviewWhile, 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 warrantyOur 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/pcmcat26080005001...⇄ 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 inconsequentialWe do value her efforts doing business with usThank you!

I am rejecting this response because: Sorry that was pretty dumb of methe first appointment was the middle of February, the second one was on March 2nd, and the 3rd was early aprilI tried to reach out and call because I don't want this to come out the wrong way but of we can't figure out and solve this issue soon to where I get some type of compensation for all this then I'm just going ahead and go to court and let them decideI have been more then patient but I feel like nothing is going to get resolvedI don't know where she had the starter installed I figure that would be on the purchase information but all my appointments were at the best buy in south county and my last appointment the assistant manager told me I needed to start taking it to a different locationand no I do not know the name of the assistant manager I spoke withI appreciate you trying to help me resolve this issue I'm just so tired of dealing with itthis has been nothing but a headache