Best Buy Stores, LP - US Headquarters

Dear J***,Best Buy would like to apologize for the inconvenience and frustration behind the recent delaysI have forwarded your frustrations to the appropriate store management teams along with the district managers to review and address these concerns internally.Based on your communication, I can
see that a $credit was offered to you but not applied to your orderI will be more than happy to mail out a check for $to offset the creditThis check will arrive in the mail with in 7-business days.Thank you for your loyalty and patronage.Kind regards,Ash

Initial Business Response /* (1000, 6, 2016/02/19) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionWe have verified that UPS delivered the replacement on 2/19/to correct the previous defective deviceThe customer has days (3/20/16) to return the defective device in order
to avoid any additional fees
We apologize for any inconvenience this may have caused and that the first replacement may have been defectiveBest Buy is able to "Redo" a claim made to the mobile plan by sending another device to the customer to ensure the device is of equal or greater quality
Best Buy has processed this claim within the Terms and Conditions of the plan, as found at www.GeekSquad.comBest Buy will not be refunding the service fee, as it is required to process the claim, or the monthly charges as the plan has been utilized to replace the device
For further information, please reference www.GeekSquad.com or call 1-800-GeekSquad
Best Buy considers this case closed

Revdex.com, Thank you for the reply; however, our position remains the sameBest Buy did not return the unitThe order was in the customer's name and had all of the customer's information attachedWe have researched the matter in fullThere was not return initiated with UPS or any other carrier, no return processed, and no return received We cannot, again, corroborate the customer's claim that an unknown carrier retrieved any item from the customer's home If the customer believes this is fraud, they would want to open a fraud claim with their local police department who can gather all of the pertinent information, and investigate in fullThe authorities would know the proper entity within Best Buy to contact, and we will cooperate fully Thank you Regards, Sarah L

Dear Revdex.com,The client's request was to have the doors flipped the doors so it would be easy to transfer clothes from the washer to the dryerIf we were to flip the dryer door with the current positioning, the doors would merely open with their backs to each other which does not meet the customer's
need.In order for this to be done to the customer's standards - both units would need to swap locations which would require lengthening hoses, changing vents etcIt can be done, but it is not a service offered by Best BuyWe would recommend that the customer hire a contractor to complete her request.Best Buy has offered a Store Credit as an exception return or an even exchange where the customer would be responsible for the monetary difference.Kind regards,Ash

Dear Revdex.com,Thank you for bringing *** ***'s concern to our attention.Per the terms and conditions agreed upon at the time of purchase, our delivery team is unable to lift appliances over waist highWe do understand that this can be missed by a customer but is something our teams are unable to do
due to safety reasonsThe customer has returned the fridge since filing the Revdex.com complaint.If there is anything further we can help with please let us know.Thank you,Best Buy

Dear Revdex.com, Thank you for bringing Corey's concerns to our attention. We apologize for any frustration or inconveniences this may have caused the customer We have been working with *** through our Social Media Channel. We were able to find a solution acceptable by the
customer. Best Buy considers this matter closed Sincerely, Scott M

Dear Revdex.com, Thank you for bringing Mr*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer After reviewing the product the customer purchased, it does not come with a game nor PokeballsThe listing indicates the
product includes a 4GB microSDHC memory card, AR cards, Nintendo New 3DX LX Solgaleo Lunala, Owner’s manual, and a StylusBest Buy considers the matter closed Regards, Kathryn S

Dear Revdex.com: Thank you for sending this on for reviewBest Buy has continued to serve the customer per the terms of his Geek Squad coverageThe most recent updates indicate that the store credit was arranged for the customer to obtain a new televisionThe customer may call 866-613-for
resolutionBest Buy is not responsible for refunding him for his TV or cableHowever, we are working diligently to provide funds for a new TV I have also sent an e-mail to my executive partners to provide a current status update and final directionI will follow up with the customer with those details as well. Thank you

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I received a telephone call from Stephen *** with Best Buy executive offices at approximately 4:pm on August 24, 2017. He offered to refund the purchase price back to my credit cardI am satisfied with this resolution, and appreciate Best Buy's quick response. I now consider the matter closed. Thank you for your assistance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Best Buy contacted me as promised by the response and worked to fix the problemThe item was delivered on the promised date and in expected new condition

Dear Revdex.com,Thank you for bringing this matter regarding case *** to our attentionAt the time of exchange on 01/30/16, our customer opted to purchase a new Geek Squad plan as the pre-existing plan was fulfilled through this exchange processAt this time, the customer agreed to the terms and
conditions of this plan, which state:"Accidental Damage from HandlingSubject to the claim limits described below in Section 12(c), if during the Coverage Period you submit a valid claim notifying us that the Covered Product has failed due to accidental damage from handling (ADH), we will either (i) repair the damage using new or refurbished parts that are equivalent to new in performance and reliability, or (ii) exchange the Covered Product with a replacement product that is new or equivalent to new in performance and reliabilityRepair or Replacement of Covered ProductsAny time your Covered Product is to be repaired or replaced in accordance with these Terms and Conditions, at our sole discretion, we have the option of: aRepairing your Covered ProductReplacement parts utilized for repair service will be, at our sole discretion, new, refurbished or non-original manufacturer’s parts that perform to the factory specifications.bReimbursing you for replacement with a voucher or gift card equal to the Covered Product’s current market value, as determined by us, not to exceed the original purchase price of your Covered Product.cReplacing your Covered Product with a product of like kind and quality and of comparable performanceIf we replace your Covered Product, the following may apply:• Technological advances may result in a replacement product with a lower selling price than the original Covered Product; • Replacement products and parts may be new or refurbished (at our discretion) which meet the manufacturer’s specifications of the Covered Product or parts; and • Covered Products and parts which are replaced become our property except where prohibited by law." The customer would have received an emailed copy of these terms at the time of the exchange, and these terms are also available through https://www-ssl.bestbuy.com/usw/termsconditions/anonymousWhile we apologize for any inconvenience this may have caused, the store is following in accordance with the agreement of these termsI have found an open service order for this tablet in question saying the product was sent to our service center for repairAs of 01/05/17, our service center has authorized an exchange for the product, and we recommend our customer reaching out to their store for further assistance if they have not done so already.Best regards,Shane M.Executive Resolution SpecialistBest Buy CoINC

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the Apple phone refund request to our attention Best Buy deeply apologizes for any frustration this situation may have caused and disappointed we did not meet their expectationsWe have
received the preowned Apple iPhone on the return and refunded Mr*** to the Visa c.caccount on 10/23/for $ Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, Thank you for bringing this matter to our attentionPlease know that We have delivered the product but unfortunately the unit was damaged upon deliveryHowever, we will continued to work with the customer to bring closure and fully resolve this matter Thank you

Initial Business Response /* (1000, 5, 2015/09/22) */
Dear Revdex.com (Revdex.com):
Thank you for bringing *** ***'s concern regarding the expired Geek Squad Protection (GSP) plans to our attention
Best Buy deeply apologizes for any frustration this situation may have
caused and disappointed we did not meet their expectations when they did not receive GSP renewal reminders for the dishwasher when the plan expired on 02/02/
The GSP T&C states the following regarding renewals:
"This Plan may be renewed at our discretionIf renewed, the renewal price may vary based on the age, condition of the product, and current service costs at the time of the renewal."
The GSP T&C can be found at the following hyperlink:
http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_2012_07_15_to_...⇄ /> We only offer this information for clarificationThe GSP plan was not eligible for renewal and we would be unable to accommodate *** ***'s GSP renewal request on the dishwasher which expired on 02/02/
Thank you again for making Best Buy aware of this situation
Sincerely,
Steven ***
Executive Resolution Team
Best Buy Corporate Campus

Dear Revdex.com, Thank you for bringing this matter to our attentionBest Buy has been in contact with the customer and store regarding this matterBest Buy has determined that the computer in question was brought to our Geek Squad due to a possible operating system restore/repair issueDuring initial
diagnostics under the Protection Plan, the HDD (Internal Hard Drive) failed out of tests, indicating the HDD was beginning to fail when it was brought to Geek SquadThis could have caused the issues that the customer was experiencing with the operating systemAfter diagnostics, the customer was contacted and provided with options available for serviceSince the customer had not backed up their data, we offered our Data Transfer Service ($99.99), which the customer declined to pay forPlease be advised that per the terms and conditions of the plan that the customer agree to at time of purchase it is the customer’s responsibility to: “make sure to back up software and data residing on the Covered Product prior to obtaining service from us.” However in an attempt to provide excellent customer service, Best Buy allowed for a one time exception and provided an override for the data transfer feesThe computer has been sent out for HDD repairs under the Manufacturer Warranty and is currently in route back to the store, one week sooner than the estimated date of completion initially provided to the customer prior to sending the unit to serviceBest Buy feels we have accommodated the customer to our best abilities within the policies of both the Protection plan and Manufacturer’s WarrantyBe advised that Best Buy does not compensate for “lost work time” as the terms and conditions specifically state: WE WILL UNDER NO CIRCUMSTANCES BE LIABLE TO YOU OR ANY SUBSEQUENT OWNER FOR ANY INDIRECT OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO COSTS OF RECOVERING, REPROGRAMMING, OR REPRODUCING ANY PROGRAM OR DATA OR THE FAILURE TO MAINTAIN THE CONFIDENTIALITY OF DATA, ANY LOSS OF BUSINESS, PROFITS, REVENUE OR ANTICIPATED SAVINGS, RESULTING FROM OUR OBLIGATIONS UNDER THIS PLANThank you, Best Buy

Initial Business Response /* (1000, 5, 2016/01/06) */
Hello Mr***,
Thank you for contacting best Buy through the offices of the Revdex.comMy name is Cassie and I work with the Executive resolution team at Best Buy corporate
First, I want to apologize for the poor service
that you received in storeAfter working with store management I am confident that the necessary steps are being taken to prevent similar situations from arising in the future
The general manager of the store local to you has placed and order for a replacement cord and remote control to shipped directly to youPlease know that this can sometimes take 10-days to arrive
Thank you so much for making best Buy aware of this situation
Kindest regards,
Cassie E

Dear Revdex.com,Thank you for bringing this matter to our attention. We have reviewed the customer's claim, and we do apologize for the issues the customer encountered. It appears as of August 8, 2016, transactions were processed to assist the customer in getting the desired resolution of the $price match. Best Buy considers this matter resolved.Thank you,David M

I am rejecting this response because:
How can I use something I didn't earn? Can other people use future points and get a negative balance? I highly doubt it.Sounds like a software issue not understood by the humans that work there. Sad as I will not spend any money going forward at this company until they at least take responsibility for the error on their end and stop trying to blame me. Sounds like Best Buy made a mistake and won't even say they did so, instead trying to blame the customer for bad software and poor customer service. I will also encourage others to not waste their time with this store any more. Rest assured the $dollars I earned and was stripped of will pale in comparison to the lost opportunity of my future business

Dear Revdex.com, Thank you for the additional information regarding this situationGeek Squad services and protections can be utilized at any Best Buy, and the customer does not have to return to the store where he had the negative experience. The customer can cancel his Geek squad protections at any time. Details on how to do so can be found here: file:///C:/Users/A1217221/Downloads/geek_squad_ps_2015_09_13_to_current_v1_engli...⇄ We will not reimburse for services rendered elsewhere. As was previously communicated, Best Buy and the Geek Squad now utilize a system for scheduling appointments. Information on how to schedule an appointment can be found here: http://www.geeksquad.com/scheduling/ The requirement to schedule an appointment has been recently introduced, and we do feel it will lead to an overall better experience for customers. Unfortunately, in this instance, the interaction was perceived as poor by the customer. The customer does have Geek Squad technical support. We would invite him to schedule an appointment to have the device servicedThank you, David M

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the gift card reissue request 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***’s complaint, we contacted them directly and will be sending a $** Best Buy gift card and should be received in approximately 10-business days Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus