Best Buy Stores, LP - US Headquarters

Final Consumer Response /* (2000, 6, 2016/02/22) */
This has been resolvedThe store manager refunded the labor charges and agreed to keep the installation warrantyThank you

I am rejecting this response because: I want to wait until all the issues are resolvedI have spent hours on the phone and want to make sure they actually do somethingTheir track record is not good with me

November 22,
To Whom It May Concern:
Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as Mr*** was previously informed by our offices that his service plan and warranty on the product in
question was expiredTherefore, we would be unable to fulfill his request for repair or replacement of his product without active coverageNevertheless, please forward any additional concerns to our office and we will respond accordingly
Sincerely,
Terrance ***
Senior Executive Resolution Specialist Best Buy Corporate Campus
terrance.***@bestbuy.com

Dear Revdex.com, Thank you for bringing Mrs*** ***’s concerns to our attentionWe apologize for any frustration or inconvenience this may have caused the customer We contacted Mrs*** and offered different options to exchange the microwave, but the she declinedWe have
submitted for a $** refund on her order as a customer service gesturePlease allow 3-business days for the refund to be processed Best Buy considers the matter closed Regards, Kathryn S

Dear Revdex.com,Thank you for bringing this matter to our attentionWe have verified that the customer was given a ~$price match on 5/8/and then again on 5/9/equaling the full amount of requestPlease know that these price matches were both exceptions to our return exchange policy as found on
www/bestbuy.comHowever the customer then exchanged the television in question for an upgraded model.Because Best Buy has allowed for the exception of the full price match and since the customer no longer has the television in question, no further action is needed.Thanks,

Initial Business Response /* (1000, 6, 2016/02/23) */
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 HeadquartersI apologize for the experience you had with the repair and
return of your TV
I am pleased to hear that the TV was returned to the store from repair and that you were able to pick it up on Friday February 19,
Thank you for your patience and again, I apologize for your experience, as we do value your businessBest Buy considers this matter resolved
Sincerely,
Larry S
Initial Consumer Rebuttal /* (2000, 8, 2016/02/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would hope that your Geek Squad people would be trained appropriately in order to better serve the customer and for the customer to not perceive multiple answers from different peopleAlso, I would hope that your logistics of transporting repairs could be improved, and not travel for weeks with a product on the truck
Final Business Response /* (4000, 15, 2016/03/02) */
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 HeadquartersI apologize for the experience you had with the repair and return of your TV
I am pleased to hear that the TV was returned to the store for a full refund
Thank you for your patience and again, I apologize for your experience, as we do value your businessBest Buy considers this matter resolved
Sincerely,
Larry S
Final Consumer Response /* (2000, 17, 2016/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

April 5, To Whom It May Concern: Best Buy feels that we have fully addressed Mr***’s concerns that were forwarded to your office as we have reached out to him directly and created a new return shipping label that was sent to him via email to facilitate a return and
refund of the order in question. 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 Business Response /* (1000, 9, 2015/12/21) */
Dear Revdex.com,
Thank you for sending this onto Best BuyI have reviewed the order and the protection services purchasedThe Geek Squad service contract expired 9/26/2015; therefore, Best Buy is not able to service the item under those plan terms
beyond that dateAlso, Best Buy has no obligation to refund or replace the purchase total, since it is well beyond our return/exchange periodWhile it has been more than one year, so the manufacturer warranty has lapsed - the customer may want to try reaching out to the maker of the product, Whirlpool, to see if anything can possibly be done in this instance (*** Model ***)
Initial Consumer Rebuttal /* (3000, 11, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not accept this response
I feel as a loyal customer of Best Buy, that I should have been given the option of repairs or replacementIt is not ideally for a refrigerator of this brand to stop working after yearsIn addition, the refrigerator became non-operable after one month after the warranty expiredI am stuck with a costly refrigerator that no longer is functional and all I get from Best Buy is no obligation to helpNot only did I lose hundreds of dollars in food and money in trying to repair the refrigerator that no longer functionalIt is very sad that a company your size refuse to be loyal to customer but you want the customers to be loyalPoor Service & Customer Service, Poor Products, Poor Business, I will no longer do business with Best Buy and I will tell everyone I know

October 24, To Whom It May Concern: Best Buy feels that we have fully addressed *** ***’s concerns that were forwarded to your office as they did not want to utilize the manufacturer’s warranty through ***The phone would then be processed under the Terms of
their Geek Squad Protection Plan in which a refurbished unit would be sent to the customer. Nevertheless, please forward any additional concerns to our office and we will respond accordingly. Sincerely, Terrance *** Senior Executive Resolution Specialist Best Buy Corporate Campus

I am rejecting this response because:The return and exchange period did not expire when I first report the issueThe issue occurred within the first year of purchase

Dear Revdex.com, Thank you for bringing this matter to our attentionWe are sorry to hear of the setbacks endured by our customer while attempting to use her certificates when placing an order with usThe issue has been fixed and our records indicate that Ms*** was able to use the
certificates on 08/19. Best Buy considers this matter to be resolved nevertheless please forward any additional concerns to our office and we will respond accordingly. Thank you

Dear Revdex.com, Thank you for forwarding the customer's responsePlease know that we have contacted Mr*** and have addressed his concerns Best Buy considers this matter resolved nevertheless, please forward any additional concerns and our office will address accordingly Thank you

Dear Revdex.com,Thank you for providing the additional feedback regarding this situation. The repair that was completed for the damage caused from the drop followed protocol and procedure. In additional to the screen and case damage, the hard drive was damaged as a result of the drop. Per protocol, the device was repaired for the damage from the drop. With regard to the customer's data, the data back up/data recovery services are going to be an additional fee, because those service are not covered by the Geek Squad Protection. Again, the customer initially declined the data back up services and has since declined data recovery options. The customer will have to pay for that service if she wants it performed.Thank you,David M

Dear Revdex.com,Best Buy feels that we addressed this issue in our previous response, and we will not be providing it additional considerationNevertheless, please forward any new information and we will respond accordingly.Best, Cassie E Exec Res Sr

Initial Business Response /* (1000, 5, 2016/03/03) */
Revdex.com,
Thank you for bringing this to our attentionPlease know that I did contact Sedgwick, our claims department, who informed me that we will not be reconsidering the denial
Sedgwick did speak with the customer and agent involved
They spoke with the customer on 2/17/which is when they opened the reinvestigation of the claimThey spoke with her again on the 18th and 19th to convey the re-evaluation position
Sedgwick obtained a recorded statement from the technician that went out who confirmed that upon his arrival he noticed that the vinyl flooring was torn, and that he pointed it out to his partner as wellThe technician confirmed that there was food, garbage and other dirt in the tear which would confirm that it was pre-existing
Scott, the technician who completed the work, advised us that he spoke with the customer, ***, and she too confirmed at that time that the vinyl was already torn
It was with this information that we based our decision to deny the claim as Best Buy was not responsible for the claimed damage
Please know the matter has been looked into twice, by two agencies, and was looked at for re-evaluation with the same outcomeWe will not be investigating further, and the denial does stand
Thank you again for allowing us the opportunity to address this concern
Regards,
Sarah L

Dear Revdex.com,Thank you for communicating Ms***'s concerns to us again.Geek Squad is an *** certified repair facility, and any parts that we use to complete said repairs and services are approved to manufacturer's specificationsThis information, as well as the services provided, can found with in the terms and conditions of the plan, which the customer agreed to during the purchase of the phoneThe customer also agreed to the terms of service when she signed a service agreement disclosureBest Buy has provided our final stance on this matter, and that stance remains the sameWe will not be providing any kind of refund or exchange for this matter.Sincerely,Kelsey FExecutive Resolution TeamBest Buy

Dear Revdex.com, Thank you for bringing this to our attentionWe do not usually allow coupons or discounts of items that are being price matchedHowever, since we were price matching our own website, we have made an exception and refunded him $($plus $tax)The refund should show up
on his account within a billing cycleThe internal reference number for the fund is ***. Thank you, Dan S. Best Buy

I am rejecting this response because: This camera had been in service times already with the same issue.When I took the camera on my 3rd visit, I was told by Geek Squad that if it is still not fixed Best Buy will exchange/replace the camera.When I took the camera on my 4th visit, I was told by another Geek Squad that he would send out the camera again for service with a long return date. I mentioned to him about this camera been sent out times already but was told that did not betterBest Buy will continue sending it out to servicing till the warranty runs outAfter submitting my claim through Revdex.com, I tried to resolve this one more time with Best Buy. I was told by the rep that this plan I had was only good for servicing, which meant that Best Buy had no intentions of replacing the camera from the get go When I first bought this camera, which was an open box camera, I was told by the rep to buy the warranty plan in case I had issues later. I was told with the warranty plan; I could get an exchange/replacement for the same value I paidBest Buy failed to inform me that the warranty on cameras is only for service plan and not a replacement plan. This means that within the plan Best Buy will continue to do the servicing till the warranty expiresOnce the warranty expires, you are on your own to get it fix somewhere else If I only knew about the advertisement regarding the warranty on cameras, I would not have bought an open box camera or paid almost $on warranty on a $cameraI was totally misinformed by the Best Buy employees on Best Buy warranty. This is unethical of Best Buy. I have been a Best Buy customer for a very long time

Dear Mr*** - Because this is a cellular phone, and subject to a contract with a cellular phone carrier, the return must be done in-store. You do not need to be in contact with "Tea" per the information included in an email she sent you:"The general manager Derek is willing to allow you to come back to return your Note However, you must work with him or his assistant manager Sam directlyDerek will be out until 9/19, however Sam will be available Wednesday- Sunday from about 12-8pm."If you choose to not work with the Merced location and drive to the closest Best Buy, in either Fresno or Riverbank, that is your choice, however, Sam is working this evening and will be happy to handle the return for you. Unfortunately, this is the only resolution that we can offer under the circumstances of the purchase. Regards, Amy

Dear Revdex.com, We apologize for any misunderstanding with the previous response from the wording used. The customer has been issued a $** gift card for this issue when she contacted us directly as a customer service gestureOur previous response was an attempt at stating the customer ha received nearly a 75% refund in terms of customer service gestures as her plan originally cost $We apologize for the confusing this may have caused. Again, the customer's plan is no longer active and was already expired when she initially contacted usAt this point, we feel the customer has been adequately helped for this issue and consider this matter closed Sincerely,Kelsey F.Best Buy