Best Buy Stores, LP - US Headquarters

Dear Revdex.com,Thank you for the follow up on this matter. A refund for $has been initiated and will be processed to give the customer full resolution on the matter.Thank you,David M

Initial Business Response /* (1000, 5, 2015/08/25) */
Dear Revdex.com,
The Terms and Conditions of his Geek Squad Protection plan would apply to what was purchased at Best Buy and not what Microsoft replaced it with
For instance, if Best Buy replaced the tablet with an upgraded model, he would
need to purchase a new plan to cover itIt would not carry over
In this case, the store is making an exception because the GB model is not covered under his current Geek Squad Protection plan
We will provide a replacement but it will be a 128GB tablet because that is what we agreed to cover and that is what was purchased
Thank you,
Dan ***
Executive Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your terms and conditions refer to manufacture for covered items, then state that it will be repaired as is should there be an issueIf you cannot repair the device, this does not comply with T&C around replacementYour T&C's state that it will be equivalent productIf I have correspondence from Microsoft, I followed your rules for servicing and now being penalizedI will not accept anything less than repair of unit or swap of like componentsIf you cannot authorize this, please provide the name of your supervisor for discussion
Final Business Response /* (4000, 9, 2015/08/27) */
Dear Revdex.com,
Best Buy feels that we have fully addressed Mr***'s concerns that were forwarded to your office in our previous response and we maintain our position
We will provide a replacement but it will be a 128GB tablet because that is what we agreed to cover and that is what was purchased
Thank you

Dear Revdex.com,I have refunded the customer $back onto her orderPlease allow 7-business day for the refund to process since we are experiencing a delay in refunds due to the holidaysThe customer confirmation number is ***.Thank you,Karla ***

Dear Revdex.com, Thank you for forwarding Mr***'s concerns to our attentionWe apologize for any inconvenience this may have caused The order number provided by the customer indicates the fulfillment method was selected for ship to home as opposed to in-store pickupAdditionally, if an
item is selected for in-store pickup, the customer needs to wait for the second email to come through, indicating the item is ready for pick up We are happy to forward any concerns with our store associates to their respective store leaders to be addressed on an internal levelWe apologize if the customer might have received the wrong impression from any agent he worked with in the store. We see that the item has been delivered and Best Buy feels this matter is fully addressed. Sincerely,Kelsey F

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attentionCorrespondence regarding this case has been brought to our Executive Resolution team for proper reviewUnfortunately, due to the product being out of our Return and Exchange Period, we are unable to provide an
exchange for the customerFor Shark customer service, they can be reached at ###-###-####Respectfully, Bethany H

From: ***, Steven Sent: Friday, October 13, 1:PM To: '***@yahoo.com' Subject: BEST BUY - Revdex.com COMPLAINT - CASE # - *** Dear *** ***: Thank you for your consumer complaint to the Revdex.com (Revdex.com)
office with your concerns about your software purchase and return requestsMy name is Steven with the Executive Resolution Team at Best Buy Corporate HeadquartersYour complaint has been forwarded to my attention to address your concerns I’m following up on my telephone call and voice mail I left you earlier today Best Buy deeply apologizes for any frustration this situation may have caused and bringing this situation to our attention is very much appreciatedAs I outlined in my voice mail, software is non-returnable once it has been opened as per our policy posted in stores at the checkouts and our website www.bestbuy.com As a customer service gesture of goodwill, we will be sending you a $** Best Buy gift card (covering the purchase and tax on software) from our corporate officeThe gift card should be received in approximately 10-business days. Thank you again for making us aware of your consumer complaint and police report on the stolen walletWe appreciate your business and hope you will let us know of any future questions or concerns Sincerely, Steven *** Senior Executive Resolution Specialist Best Buy Corporate Campus ###-###-#### (Direct) ###-###-#### (Fax) steven.***@bestbuy.com

Dear Revdex.com, Thank you for your continued partnership. At this time with the failed shipping label we ask the customer to keep or dispose of the product free of charge since we sent a replacement to the customer previously. We apologize the label did not send correctly. The case is considered closed through Best Buy at this time. Best Regards,

Initial Business Response /* (1000, 5, 2015/11/17) */
Dear ***,
Thank you for contacting Best Buy through the office of the Revdex.com regarding the poor customer service you receivedMy name is Tyrus *** with the Executive Resolution Team at Best Buy Corporate
Headquarters
I am sorry to hear about this issue and I understand the frustration that this situation must cause for youWe value feedback such as this, as it helps us make decisions for the future of our companyI was very disappointed to read that it took much effort in your part and many phone calls to get your replacement phone and it still doesn't sound like you received itThat is absolutely unacceptablePlease know that what you have described is no more acceptable to us than it was to you and I have documented a complaint on your behalf
Best Buy focuses on satisfying our customers every chance we getAs a customer service gesture, I have requested that a $*** Best Buy gift card be sent to youI understand that it will not change what happened but I hope that you can accept this gift card as an invitation to a better experience with usYou can expect to receive this gift card within business days from the date on this response
***, again I apologize for your experience, as we value your businessThank you again for making Best Buy aware of this situationIf I may be of further service, you are welcome to email me at Tyrus.***@bestbuy.com
Sincerely,
Tyrus ***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Tyrus called me and was really sincere and apologized for the poor service I receivedAll I wanted was the service I was promised, and he made sure I received itI'm satisfied

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 difficultiesWe have identified an
error with one of the customers previous orders, which resulted in charges recently being applied to the customers method of payment We would like to assure you that this issue has been identified and support teams are working to resolve and refund the customer as soon as possible. We have since reversed the charges, so you will not be charged any payment(s), and there is no action required from the customer Best Regards, Amanda H

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 apologize for the difficulties you experienced with getting your Mac Book refunded /exchangedI am
pleased to hear that the Store has provided you with a full refund on 4/14/for the damaged Mac Book. Thank you for your patience and again, I apologize for your experience, as we do value your business. Best Buy considers this matter resolvedSincerely, Larry S *** ** *** ***

Initial Business Response /* (1000, 10, 2015/09/30) */
Dear Revdex.com,
Thank you for bringing this matter to our attentionAt the time of purchase, the customer agreed to the terms of conditions of the Geek Squad plan which indicate that a fee(s) may be applicable for services such as a phone cracked
screenBest Buy is will not move forward with the customer request
Below is a link to the mobile phone terms and conditions
file:///C:/Users/a224515/Downloads/gsp_2015_09_13_to_current_v10_english.pdf
Thank you
Initial Consumer Rebuttal /* (3000, 12, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The website stated that Geek Squad fixed cellphone screensOnce I went to Geek Squad to fix my screen they stated that they do not repair screens because replacing the phone was cheaper for them
Final Business Response /* (4000, 14, 2015/10/04) */
Dear Revdex.com,
The customer will need to initiate a claim to obtain service but will need to pay a service fee as indicated in the Geek Squad terms and conditions
The information below is found in the terms and conditions of the Geek Squad plan that the customer signed for at the time of purchase
"Accidental Damage from Handling ("ADH)
Subject to your payment of a service fee for claims made on mobile phones as explained in Section 5.4(b) and 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 reliability
ADH Coverage only applies to an operational or mechanical failure caused by an accident from handling that is the result of an
unexpected and unintentional event (e.gdrops and spills) that arises from your daily usage of the Covered Product as
intended for such Covered ProductWe may ask you to provide an explanation of where and when the accident occurred with
a detailed description of the actual eventWe may deny your claim if you fail to provide information relating to the accident
when askedWe also reserve the right to determine the applicability of ADH Coverage based upon the condition of the
Covered Product at the time of the claim."
"bMobile Phones:
You will be required to pay a service fee as specified on your receipt ranging from $to $for each
claim made on a mobile phone that is covered under the GSP Plan or GSP Plan with ADH Coverage (except
when we only replace your battery on your existing device); and
Our obligations will be fulfilled under this Plan (a) if we replace your device with a new device or issue you a
gift card for its current market value not to exceed the original purchase price of your Covered Product
including taxes, as explained in Section 7(b); or (b) if we have fulfilled mobile phone claims in any month
period (excluding claims where we only replace your battery on your existing device), as applicable, by
replacing your device with a new or refurbished product."
Best Buy considers to have addressed this matter and will not take further action
Thank you,

12/05/2017To whom it may concern,Best Buy has reviewed this order completed processing. At this time, both authorizations have been reversed and the account has been charged successfully. Additionally the product has been shipped and both items are confirmed delivered.
Nevertheless, should the customer have any further concerns, or should further issues arise, please feel free to reach out directly

I am rejecting this response because:
The business claims they cannot locate the phone call records. I can provide the call log, see below: Next, the business claims that the agent would have been looking for the information under my wife's name. I am not sure if Best Buy is calling my wife stupid or ignorant - she obviously knew the phone in question was my son's; not hers or mine, and she also obviously knew what the phone number on the phone in question was. Best Buy, through their agent's misinformation regarding our request for service did in fact cause us to have to spend money on a new phone when we should have been told how to file a claim instead on the existing phone. the offer to now repair the damaged phone is acknowledged but the damage (cost) has already been incurred since we had to buy a new phone after being told the existing one was not insured. The response is not acceptable

Dear Revdex.com,Best Buy feels that we addressed this issue effectively in our previous response, and we will not be providing it additional considerationThe customer's gift card can take 10-business days to arrive.Nevertheless, please forward any new information and we will respond accordingly.Best, Cassie EExec Res Sr

Dear Revdex.com Best Buy feels that we have fully addressed our customer concerns in the customers correspondence forwarded to your office on 7/19/2017The item was refunded upon return and a giftcard was issued. Customer has since ordered item from store.Nevertheless, please forward any
additional concerns to our office and we will respond accordingly Sincerely,John S

Dear Revdex.com, Thank you for forwarding Mr***'s concerns to our attentionWe apologize for any inconvenience this may have caused the customer. We have directly contacted Mr*** with his requested information, and we also see the erroneous charges have been refundedWe will resolve with
the customer outside of the medium of the Revdex.com. Sincerely,Kelsey F

Dear Revdex.com, Ms*** was informed by agent Mike Mon 10/24/that she would be refunded for the service but it would take 14-business days to post to her accountUnfortunately, we do not have a way to make this go fasterNormally we would not provide a refund if service was provided
but this refund was offered as a gesture since Ms*** was not satisfied. Thank you, Dan S.Best Buy

Dear Revdex.com, Thank you for bringing this to our attention. If there are any charges on Ms***'s account that are unauthorized we would suggest she dispute the chargesIf there are charges that she has questions about and she wants to speak with someone face-to-face we can try to
set up a time for her to meet with a member of leadership at her local storeThey should be able to see online purchases as well as in-store purchasesIf there is a particular store she would like to visit, please have her let us knowWe will gladly coordinate this with her. Sincerely, Dan S.Best Buy

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 We contacted Acer regarding the issue, and they said based on the serial numbers the customer provided to the Revdex.com, the
product in question has a valid year warranty that runs into They provided case #***, and requested the customer call them for assistanceThis information has been provided to Mr*** via phone and email Best Buy considers the matter closed Regards, Kathryn S

Dear Revdex.com: Thank you for referring this to us for review and responseI am sending it onto our executive Appliance Delivery team here at corporate for further reviewThey will contact the customer within 1-hours to level set and discuss resolutionThank you!