Best Buy Stores, LP - US Headquarters

11/17/2017To whom it may concern,Best Buy has worked with our Geek Squad service division to take over repairs on this matter and service the customer's devices. We will be proceeding with part orders and repairs at no cost to the customer. Nevertheless, should the customer have any
further issues, they may reach out directly for assistance

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the promotional $gift card 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 requested a $E-Gift Card be sent to *** ***’s email address they provided in the Revdex.com complaintThe E-Gift Card should be received in approximately 24- hours and we informed Mr*** of this information via a letter being sent separately to their mailing address Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, Best Buy feels that we have fully addressed Mr*** concerns that were forwarded to your office in our previous response and we maintain our position. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Thank you

Initial Business Response /* (1000, 5, 2016/02/16) */
Dear Revdex.com,
Best Buy has a standard return policy of daysThis unit is outside of the return exchange period
The warranty is provided by the manufacturer
We would suggest our customer reach out to Mophie regarding the quality and
condition of the case
http://www.mophie.com/cs
Best Buy is unable to accommodate the customer's request for a return or exchange of this unit
Respectfully,
Ash E

Dear Revdex.com: Thank you for sending this on for reviewI contacted the General Manager of the Killeen, TX store and she is going to contact the client tomorrow using the contact detail in the Revdex.com complaintShe will discuss sending out her home delivery team to either balance and remove the pedestal or
as an exception, possibly do a pickup and refund the orderThe client may follow up with the store leaders tomorrow via the following e-mail address as well: [email protected] you!

I am rejecting this response because:
Thank you for your responseThe computer has physical damage (scratches and wear on the disc drive)Although the computer may be in working condition, it's appearance is unacceptable and I will not accept itI've seen older products with less physical damageAlso, the communication regarding updates on my computer was inconsistent, because you appeared to indicate that my computer is fixedAgain, the primary issue is that although the produce may be in working conditions, it has physical (cosmetic) damageFurther, the Geek Squad agent indicated that if my computer was not fixed they would inform me and have me come to the store for a new device. I can be contacted on my cell for further discussionI will not accept the computer that was sent to meIn the alternative I would be fine with Best Buy crediting my account with the amount I paid for the replacement plan over the yearsI am looking forward to hearing back from you and will determine subsequent steps after your communicationI am hopeful that the issue can be resolved in a manner that is acceptable to me and Best BuyI have been a loyal customer for over years and would like to remain a customer as long as I am satisfied with resolution of this issue

I am rejecting this response because the representative from Best Buy is ignoring the substance of my complaintThe Geek Squad representative came right out and told me that there was nothing he could do for me, even though Samsung themselves had told me to go to Best Buy to get help with the problemThey told me to go there to get a software re-flash. I never would have purchased the Geek Squad plan if I had known they would respond this way to a request for help. I do not accept Best Buy's reply, and I do not appreciate the unapologetic tone of the representative's responseThey have lost a customer

Dear Revdex.com, We have been in contact with MrPate and have come to a mutually agreeable resolution.Best Buy considers this matter resolved. Thank you,Larry S

Initial Business Response /* (1000, 10, 2015/10/28) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionWe have verified that the client was advised of a failing hard drive on her unit during the service work started on 05/22/
The plan purchased by the customer, Geek Squad
Technical Support, does not cover the cost of hardwarePlease refer to the terms and conditions of that plan as found at:
https://www-ssl.bestbuy.com/usw/termsconditions/anonymous
Best Buy has performed services in line with the scope of work of those services and requested the required hardware necessary to perform a complete fix on the computer in questionBest Buy considers this case closed
Thanks,
Initial Consumer Rebuttal /* (3000, 12, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not informed at all of a failing hard driveI was informed of this on the other HP computer I put in for service and did not go ahead with the repair on that oneThis one, the Compaq, I was never toldIt was in the shop for a couple of months waiting for me to get the restore discs as this is what I was told was needed, never ever was I told a hard drive as if I had been told this, I would not gone ahead and purchased the restore discs
Final Business Response /* (4000, 14, 2015/10/30) */
Dear Revdex.com,
The service order notes that were given to the customer indicate a need for both recovery media (discs) as well as a new Hard Drive to be purchased
Thanks,

Dear Revdex.com,*** *** has been refunded for the TV Connect Fee. Work was not required.We apologize for any inconvenience.Best Buy considers this matter resolved.Thank you,Larry S

Dear Revdex.com,Thank you for your partnership in bringing this matter to our attention. Correspondence regarding this case has been brought to our executive resolution team for proper review. We are very sorry to hear about the described difficulties in trying to purchase an item during our
Deal of the Day sale. We have actively reached out to the customer and came to a resolution at this time. Best Regards,Bethany H

Initial Business Response /* (1000, 5, 2015/06/24) */
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
Best Buy provides service for mobile phones in accordance with the terms
and conditions of the Geek Squad Protection (GSP) plan the customer purchased, and there are no refunds for monthly GSP plans
Additionally, the customer the customer contacted us on 6/23/regarding two charges for $10.62, and he was notified the charges were for two separate phones and provided the purchase datesThe customer advised the agent he traded in the phone purchased on 7/9/13, and wanted to cancel the GSP plan for that phone while keeping the other GSP plan (purchased on 4/22/14) active
Best Buy will not be providing any accommodations for this issue
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 our local store leadership has contacted the customer to address this matter directly with her We
will provide further information once this issue is completely resolved Thank you

Initial Business Response /* (1000, 7, 2015/10/19) */
October 19,
To Whom It May Concern:
Best Buy is unable to offer a return/exchange on the phone in question as it was purchase through a Marketplace vendorTherefore, we must encourage Mandana *** to work directly with the
Marketplace vendor Jem Jem via email at [email protected] or via phone at ***Nevertheless, 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, 9, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have tried and this is really wrong for them to pass the buck oni purchased it THROUGH BEST BUYif I had known I couldn't return it through them, then I would have NEVER purchased itthey only let you know that after you buy itNOT BEFOREthat is NOT RIGHTAND UNETHICALand their merchant is not respondingTHIS IS STEALINGand I will continue to pursue this refund from both until I get itbest buy needs to accept responsibility because it was best buy who charged me for the purchaseit is best buy in my bank records who took my moneyif they are a good company then they, too, will tell their merchant to refund me for the defective phone
BEST BUY TOOK MY MONEYIT'S ON FILEIT'S IN THE RECORDS AND I WILL CONTINUE WITH CONSUMER REPORTS, TOO, AND FACEBOOK IF THIS IS NOT HANDLED ASAP
Final Business Response /* (4000, 11, 2015/10/28) */
October 27,
To Whom It May Concern:
Best Buy feels that we have fully addressed Mandana *** concerns in the previous correspondence forwarded to your office on October 19, and our position remains unchangedNevertheless, 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.comBest Buy feels that we have fully addressed the complaint that our customer sent to your office on 10/30/Our customer has been able to return the product and we have received it at our return center.Nevertheless, please forward any additional concerns to our office and we will respond
accordinglySincerely,John S

October 4,
To Whom It May Concern:
The leadership team from our Mission Viejo store has reached out to *** *** directly and is actively engaged in resolving the concerns outlined in the complaintNevertheless, please forward any additional concerns to our
office and we will respond accordingly
Sincerely,
Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

Initial Business Response /* (1000, 16, 2015/10/13) */
Dear Revdex.com,
Mr*** was reissued a $certificate on 9/8/I reissued an additional $certificate on 10/13/He should see the points adjustment in the system within hoursThis matter should be resolved
Thank you,
Sincerely,
Dan ***
Best Buy Executive Resolution Team

Dear Revdex.com,Thank you for sending this for reviewI have called the customer and left a voicemail with my contact informationI will need to gather more information as to what is wrong with the watch and who denied him in the store so I can partner with them to figure out why he was denied the return
during his return/exchange time frame and why he was directed to AppleThe customers Best Buy case number is ***.Thank you,Karla ***

Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as our office has already addressed this matter via an email communication received from the customer. The customer was refunded and received a customer service gesture. Thank youGail D.Best Buy

Dear ***, Thank you for contacting Best Buy through the office of the Revdex.comI am Larry S with the Executive Resolution Team at Best Buy Corporate Headquarters. I am very sorry to hear about the problems you have experienced with the Gift Card and I apologize for the
inconvenience and frustration the matter has caused you. Pursuant our telephone conversation I have requested a $Best Buy Gift Card be sent to you as resolution to this matter and you have accepted that resolution 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