Best Buy Stores, LP - US Headquarters

Initial Business Response /* (1000, 5, 2015/07/27) */
Dear Revdex.com,
Best Buy feels that our Geek Squad team is more than capable of diagnosing the computer and doing so correctly
Software related issues are dependent on how the customer uses the device
Hardware issues on the computer cannot
be predicted and can occur at any given time
Best Buy is not held liable for any additional issues uncovered during diagnostics as per the service agreement
We apologize for any inconvenience that this situation might have caused
Kind regards,
Best Buy
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Best buy has had two of my laptops both that had "harddrive failure" in less than two yearsThe second laptop I had under two years with serive, ran a hardware test within the past month on second laptopThe laptop was given with no signs of hard drive problemTurned on with no issues in front of Wat two days later everything change no way that could happen
Final Business Response /* (4000, 9, 2015/08/06) */
Dear Revdex.com,
As mentioned in our previous response, hardware issues on the computer cannot be predicted and can occur at any given time
Per our "Acknowledgement of Existing Conditions" clause, Best Buy is not held liable for any additional issues that occur during the repair process
Thank you,
Best Buy

I am rejecting this response because: the agreement was explained to me by the representativeHe must have explained it incorrectlyShould I not believe what is told to me by a best buy team member moving forward? I was lied to by the rep and Best Buy is not helping me outDo you think I would buy something for $then wait years to try and rip you off? NoI was lied toI would have never purchased this if it was explained properly

Initial Business Response /* (1000, 5, 2015/12/19) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionBased on the information the customer has provided we have been unable to verify the plans that are expiredCan the customer please provide more specific plan information for
these claims to be investigated? Were the plans in question originally purchased by the customer? Any further details the customer can provide will assist greatly in working toward a resolution on this matter
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2015/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, I am questioning about my laptop protection planBut when I was set to renew it only one plan pop up for like dollars and they said it was the tech planSo please help me out
Thanks
Final Business Response /* (4000, 9, 2015/12/22) */
Dear Revdex.com,
Best Buy has verified the purchase information for this customerOn 1/12/the customer purchased a lap top, year ADH protection, Tech Support, and Internet SecurityThe ADH expired on 1/20/Per the terms and conditions of the support agreement, Best buy is not responsible for giving notice of expiration of a planThe service that was sought under the ADH occurred in July of Since this was after the expiration of the plan, Best Buy is not responsible for the cost of any repairs that would have been covered under the planBest Buy considers this matter closed
Thank you,

I am rejecting this response because: the response did not solved the issueI can provide the Customer Service PIN for Best Buy to investigate*** is the PIN for the original transaction*** is the pin for the returned of Gift cardsOn that receipt it shows the gift I received was not return; it is just not activated and the store refused to activate the card again for meI will happily provide extra information or anaswer anymore questionsPlease contact me at ###-###-#### or email at ***[email protected] you Sincerely,*** ***

Dear Revdex.com,Thank you for bringing Mr***'s concern to our attentionWe would be more than happy to look a little further into this matter, however we will need a little more detail.What store is Mr*** trying to Price Match the Logitech GOrion Spectrum, Model: 920-to? Once
we have this we will be able to see if this Price Match is indeed valid and assist with that. Thanks,Best Buy

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. someone named Jason left a message for me to call him backI returned his phone call and the young lady said that we was on onother line and would call me back I have never heard from anyone again

Revdex.com, Thank you for bringing this to out attentionPlease know that our policy does state that we cannot return or exchange damaged productWe tested this unit, and found the unit to be physically damagedWith that being said, the store is willing to offer an exchange of the television as onetime
exceptionThe store has reached out to the customer, and are awaiting a reply so they are able to move forwardThe customer can reach out to Pedro or Robert in the store to proceedThank you again for allowing us to address these concerns Regards, Sarah L

Initial Business Response /* (1000, 5, 2015/07/22) */
July 22,
To Whom It May Concern:
Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** as the claim in question was appropriately tendered to the correct carrier Spirit
delivery and it is my understanding that they have assigned an adjuster to the claim and sent MsReeves a release to be executedNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
Terrance ***
Senior Executive Resolution Specialist
Best Buy Corporate Campus
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
Sent from my iPhone *** Hi Miss *** this is *** I spoke to you today August at 10:AM I'm sending you this email to bring to your attention that yesterday 7/22/I have spoken to A Adam and a Andy from Galicker Bassett on Best Buys behalf and he stated that he would resubmit the release form and that's all he can do he cannot make her respond to the release I brought to his attention that the amount on the release form is a$1000,dollars short I also stated why can't I resubmit the release forms and Best Buy pay the difference that happens to be $1000.that York risk is not willing to pay he stated that he has no answer to that question .So there you have it I will resubmit the release forms only if Best Buy is willing to pay the difference if not the hole difference half of the$And have Spirit pay the other half
Final Business Response /* (4000, 11, 2015/08/11) */
August 11,
To Whom It May Concern:
Best Buy feels that we have fully addressed the concerns that were forwarded to your office by *** in our last correspondence dated July 22, as this is an insurance matter and has been tendered accordinglyNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
Terrance ***
Senior Executive Resolution Specialist
Best Buy Corporate Campus

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 purchasing a new phone with us Please know that we will be reviewing this matter and will get back to you shortly with our findings and
further information. Thank you

Dear Revdex.com, Best Buy feels that we have fully addressed Ms***’s concerns that were forwarded to your office in our previous response and we maintain our position. Based on the repaired orders for this camera, the customer does not qualify for an exchange, and would need to continue with serviceRegards, Kathryn S

Revdex.com, I forwarded this information to the team that was assisting the customer priorThey contacted the customer and provided a complimentary Geek Squad Protection plan, and reported that the customer was happy and considers this matter resolvedThank you Regards, Sarah L

Dear Revdex.com,Thank you for forwarding Ms***'s concerns to usWe apologize for any inconvenience or frustration caused to the customerOur records indicate a check was issued on 5/and was received to the mail on 5/The customer should be receiving the check this week if she has not received
it already.Best Buy feels this matter is fully addressed at this timeSincerely,Kelsey F.Executive Resolution SpecialistBest Buy

Thank you for writing back on my caseIn the interim between when I filed the complaint and receiving Best Buy's response, my online ordering was indeed reinstatedIn total, I was blocked for online orders for a week.I agree that the issue is resolved on the contingency that Best Buy understands that I NEVER violated the terms that are published as part of the GCU membershipThe response from Best Buy does not convey this understanding and quoted a terms clause that I did NOT violateI thought I was very clear on this in my original complaint, but based on the representative's response, it seems they have not fully looked at my case. I ordered 3x copies of a title (Dishonored) for the XBOX One (counting limited editions/ GOTY / etc...)This hits the limit, but does NOT exceedI also ordered 3x copies of the same title for Playstation This is ALLOWED under the GCU policyThe 3x limit is per PLATFORM (gaming console).I have been a very loyal customer and have always respected these termsI understand that Best Buy also withholds the right to cancel any order they deem in excess (even if it is less than the 3x game limit)This is in their general T&C, NOT the GCU membership termsCanceling an order based on this clause is one thing (not great, but its acceptable), but it's not acceptable to block online ordering altogether based on this clause alone.It has also come to my attention that Best Buy has an auto-fraud prevention measure that kicks in when multiple orders are submitted in quick successionThe result is a temporary block on online ordersThis is exactly what I did on Black Friday and what happened to my accountIt's not totally clear that the block was actually due to exceeding the order limitIt seems that this fraud prevention was very likely the cause of the temporary block. It seems like my first order for 3x games may have been cancelled because of the subjective call that it was excessiveThe subsequent block on other orders may have then been because of this auto-fraud prevention measure.I'm glad that I can place orders online again and will move on from thisI am disappointed that I was unable to order everything I wanted from the Black Friday sales, but ultimately was able to purchase the rest of the games I wanted from Target and Gamestop for the same price, so it's Best Buy's loss, not mineHopefully this unpleasant experience will not occur againI am an Elite Plus member and do most of my shopping at Best BuyI would like to keep it that way

Hello; My name is Cassie and I work with the Executive Resolution Team at Best Buy corporate headquarters.Best Buy provides a day return and exchange periodThis policy is provided to you at the time of purchase on your receipt, as well as being posted at each register and onlineThere is
responsibility on the part of the consumer to evaluate their product and return it to Best Buy within this time periodUnfortunately, in an effort to remain fair and equal to all of our customers, best buy is unable to make exceptions to this policyWe sincerely apologize for any disappointment that this causes you. I apologize for your disappointment, as we value your business.Thank you for making Best Buy aware of this concern.Sincerely,Cassie EExecutive Resolution Sr

Dear Revdex.com, Thank you for forwarding Mr***'s concerns to our attentionWe apologize for any inconvenience this may have caused the customer The customer is currently outside of the return/exchange period, however, if the customer has documentation of the incorrect listing, please
have him forward this information to us At this time, Best Buy considers this matter fully addressed Sincerely, Kelsey F

03/23/2018To whom it may concern,Best Buy has confirmed the order provided and can confirm the purchase of a Cricket Wireless $refill card. However, our return policy specifically calls out that Prepaid cards are not return eligible. The official terms for final sale and
nonrefundable products from BestBuy.com are copied below for reference: "All Final Sale merchandise cannot be returnedOther nonreturnable purchases include custom orders, digital content, prepaid cards, gift packaging, memberships, completed services, opened consumable items including batteries, cleaning agents, oils, ink and 3D printer filament, and items returned that are damaged, unsanitary, missing major contents or not in a like-new condition."At this time Best Buy will not be able to facilitate the customer's request for a return of this product. Nevertheless, should any further issues arise, please feel free to reach out directly for support

Dear Revdex.com - Our records show that the customer's order was refunded in full on January 9, 2017.Regards, Amy C

Dear Mr*** - You are within Best Buy's exchange/return policy at this time. Please return the laptop to your local Best Buy for a refund or an exchange. Additionally, the Geek Squad can send the laptop out for repair under the manufacturer's warranty, however, it sounds as if the
problem your laptop is experiencing is not an issue with the hardware, but an issue with the software. Without a Geek Squad Protection Plan any updates to your software completed by the Geek Squad would incur a charge.Regards, Amy C

Dear Revdex.com, Thank you for forwarding Mr***'s concerns to the customerWe apologize for any inconvenience this may have caused the customer. Typically, the Price Match Guarantee is not applicable when a coupon or promotional code is also used in the purchaseHowever, because we have
documented interactions of this price match promised to the customer, we will honoring the mentioned price match as an exceptionThe customer should be seeing the refund in his account within 5-business days. Sincerely,Kelsey F

Revdex.com, Thank you for bringing this to our attentionPlease know that while we cannot verify how or why the incorrect product was returned to us, our store is making a onetime exception in good faith to return and refund the itemThey have contacted the customer to make the appropriate
arrangements Thank you Regards, Sarah L