Best Buy Stores, LP - US Headquarters

I am rejecting this response because:I still have not spoken to anyone from Best BuyI received a email this morning asking me to contact them with a good time to be reached so I emailed back and told them anytime today until or all day tomorrowI also called a left a voice mail with my number

Initial Business Response /* (1000, 5, 2016/01/22) */
Dear ***,
Thank you for contacting Best Buy through the office of the Revdex.com about the Geek Squad protection plan for your iPhoneMy 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 companyDuring the period of repair for your phone we used refurbished parts to fix your phoneIt states in the terms and conditions of your policy that the parts would come from other devices for repairOn 11/27/per service order number *** your pone was dropped and had a shattered displayWe replaced the phone through the rapid exchange process so Best Buy has made you whole in regards to your iPhone
***, 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 /* (3000, 7, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Tyrus, thank you for your responseI understand that I received a refurbished phone as a replacementHowever, the replacement parts should be authentic Apple parts if Best Buy is an authorized service provider
Final Business Response /* (4000, 9, 2016/01/25) */
The parts were refurbished as it states in the terms and conditions of the Geek Squad policy

Dear Revdex.comBest Buy feels that we have fully addressed the complaint that our customer sent to your officeBest Buy has offered the customer a gesture towards the labor of the repair. We will also diagnose other issues the customer is having at the time of repairNevertheless, please
forward any additional concerns to our office and we will respond accordingly Sincerely, Best Buy

Initial Business Response /* (1000, 12, 2015/07/17) */
Dear Revdex.com,
Thank you for bringing this matter to our attention
We have been made aware from the Technician at A&E that the denial for service is not about the type/placement of laundry detergent but rather about an infestation of insects
in or around the unitBest Buy and our service providers will not perform any repairs or parts replacements on units considered infestedDirection was given to eradicate the infestation before we can assist in the repairs
We would advised to eradicate the infestation properly and then contact us through means to initiate a repair of the unitUntil this is done, Best Buy will not be taking further action on this matter
Thanks,
Derek

Initial Business Response /* (1000, 9, 2015/07/30) */
Hello; I am ***with the Executive Resolution Team at Best Buy corporate headquarters
After researching Mr***' complaint, we have found no evidence of employee fraud, and the store credit will not be replaced as it has been
redeemed
Mr***, I apologize for your disappointment, as we value your business
Thank you for making Best Buy aware of this concern
Sincerely,
***P ***
Executive Resolution Specialist
Best Buy
***@BestBuy.com
(612) ***
Initial Consumer Rebuttal /* (3000, 11, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because Best
Buy is not accepting responsibly for not securing my funds on the Gift Card, nor addressing any of the issues I raisedFraud was committed at some level that resulted in $being spent of my gift card that I never compromisedI cannot say that there was employee fraud 100%, but I can say it is likelyHowever, with or without employee fraud, Best Buy allocated my funds to a gift card that was not secureBest Buy is responsible to make sure that money could not just be used on that cardSome how that card was replicated and usedI didn't doAs long as I did not do it, not give you reasonable suspicion that I did, Best Buy is responsibleWhen you are given a gift card, you do not give away Best Buy not being responsible if the money is thereUnless Best Buy can articulate a justifiable reason on why I am responsible for the Gift Card balance not being secured and not them, then they owe me a refundBest Buy needs to reasonably articulate and address each issue I brought forth and why they objectA generic response simply like we can't find evidence is insufficientI gave them evidence that can be verified simply with surveillance videoFurther, Best Buy has had gift card fraud happen in the past at Best BuyFinally the major issue isn't whether a employee did it or not, I didn't do itThat is what mattersI only should be responsible if I am responsibleThat card never left my person except with a Best Buy employee
Final Business Response /* (4000, 13, 2015/08/03) */
Best Buy's position remains unchanged, for the reasons cited in our original responseWe recommend that Mr*** work with police
Sincerely,
***
Executive Resolution Team
Best Buy

Initial Business Response /* (1000, 5, 2015/10/06) */
Dear Revdex.com,
Thank you for bringing this matter to our attention to be addressed
We have verified with the store that the damages on the headphones are considered "abuse" and therefore the not covered by the terms and conditions of the Geek
Squad Protection Plan
Please refer to the terms and conditions: http://www.bestbuy.com/site/Geek-Squad-Protection/null/pcmcat281800050012.c?id=p...⇄ /> We would suggest to call into 1-800-Best-Buy to request a pro-rated refund of the plan since it no longer covers the product
Best Buy will not be replacing/servicing the product considers this case closed
Thanks,
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The damages to the headphones are not due to "abuse" as the store is statingThere are multiple incidents of Beats cracking and breaking which is the reason why I purchased the warranty in the first placeAt this point I feel since the warranty is not valid, as per Best Buy, and I will never be able to use the warranty, it will be best to refund the total cost of the replacement warranty that I purchased less than a year ago
Final Business Response /* (4000, 9, 2015/10/07) */
Dear Revdex.com,
In order to get a refund, the customer will need to call 1-800-Best-Buy to request a pro-rated refund of the plan as it no longer covers the product
Best Buy has provided our final stance

Dear Revdex.com, Thank you for bringing Mr***‘s concerns to our attention. We apologize for any frustration or inconveniences this may have caused the customer We were able to identify a refund mistake on our end for the customer. We have processed a refund back to the
customer's Best Buy Credit Card. Mr*** was emailed a notification of the credit adjustment. Best Buy considers this matter closed Sincerely, Scott M

Dear Revdex.com - As the customer has cancelled the television repair request, we have made a one-time exception and will be refunding the that the customer paid for the diagnostic visit. The customer can expect to receive the refund check within the next 10-business days.Regards,Amy

Dear Mr***,Thank you for bringing this matter to our attentionWe apologize for any inconvenience this may have caused youWe have verified the phones were returned within policy however the carrier may not have been made aware so the account wasn't closedWe have engaged the store teams in
order to rectify this matterWe will continue to work on a resolution for you.Thanks,

Dear Revdex.com, Thank you for forwarding the customer's responsePlease know that our offices have reached out to the customer and have addressed all outstanding delivery concernsUnfortunately, we are not able to offer any additional discounts or gestures Thank you

I am rejecting this response because: This response not only disregards the obvious lack in quality customer service but is completely incorrect in description of the problemI was sent an action required notice which I promptly followed through onThere was absolutely nothing wrong with my order, my best buy credit card, or anything else on my endNow that I've spent an entire week trying to get this resolved (I've also lost some items due to limited quantity) I have been informed that I'm not the only person this had happened toBest Buy has had an influx of problems with online orders being canceled through no fault of the purchaserIt's very disconcerting to receive a response lacking any form of apology or real resolution to a very serious issueI've spent over hours this week on the phone trying to get this resolved and now I get yet another uninformed, unprofessional response? I'm appalled with Best Buy's employees lack of customer service! This is in no way resolved and the response I've received through the Revdex.com is completely ridiculousI'very trying to spend over $and all I'm told is that it's my fault (which its not, if the proper research would have been done, this would have been known) and that BestBuy doesn't have to allow purchases? Seriously?

Dear Revdex.com,
Thank you for bringing this matter to our attentionWe have verified the store has contacted the customer on 3/18/to address this matterThe store has offered an exchange or return on the item and the customer stated she will be visiting the store next weekThe store will
return/exchange the unit for the customer and discuss a possible future purchase
Thanks,

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 Upon reviewing, we have verified that the customer has contacted our Insignia private label team and they have addressed his concerns Thank you

Dear Mrs***,Thank you for bringing this matter to our attentionWe apologize for any delay this may have caused youWe try our best to have products available for customer who pre-order the products however we do not guarantee the availability date of said productsFor more information please
visit www.BestBuy.comWe have verified that you were able to receive the phone in question on 8/24/and the promotional pre-order benefits.We are glad to see that you've received the phone and we hope that you are satisfied with your new technology.Thanks,

Dear Revdex.com, Thank you for bringing Mr***'s concern to our attentionA member of Geek Squad has reached out to Mr*** and has resolved the issue outside of the Revdex.com. Thank you,Best Buy

12/19/2017To whom it may concern,Best Buy has reviewed the situation and offered options to customer. As a one time gesture we have agreed to issue a credit back for the difference in price for condition of the open item device the customer purchased. Should any further issues develop,
please do not hesitate to reach out directly for assistance

I am rejecting this response because:In store I was told separate reasons why there was a problem and they were all incorrectI was told repeatedly by the best buy phone techs that they would resolve my issue and get me the that I had purchasedThey kept me in store for hours while they tried to "resolve"my issue, only to now find out it was best buy's mistake the entire time that they accept no responsibility or accountability forI was bait and switchedI also saw many online postings on best buy locations that honored the original purchases so I don't understand how it is fair to tell me I can't have my purchase honored

Dear Revdex.com, We apologize for any frustration and inconvenience experienced during the order and delivery processAfter partnering with proper management teams in store and in the field, we are still working diligently to assist the customer by coordinating logistics regarding inventory
At this time, multiple teams are working towards a resolution and will be in contact with the customer in a timely manner with our findingsBest Regards, Amanda H

Dear Mr***,Thank you for bringing this issue to our attentionAs per our discussion, Best Buy considers this matter concludedIf there are any other issues, please reach out to me at the information I providedAgain, we apologize for your poor experience and thank you for your continued
loyalty.Sincerely,Alex S

Dear Revdex.com (Revdex.com): Thank you for bringing *** ***’s concern regarding the computer repair diagnostic and refund request to our attention The diagnostic fee charged by our Melbourne store (#***) on 08/10/was for $(no tax) and paid for by ***
***If requested, we will provide the purchase receipt verifying this information Labor or diagnostic charges are non-refundable since they account for the time it takes our Geek Squad agents to complete the service; however, the Geek Squad provides our customers with a 30-day labor guaranteeIf a customer is unsatisfied with the services rendered, we will make any corrections stemming from the previous issue free of charge for up to days from the original service dateSince the Geek Squad performed the requested diagnostic service estimate for Service Order (SO) #00***-***, we are unable to accommodate Mr***’s refund request for the diagnostic service fee However, as a customer service gesture of goodwill, we will be sending a $*** Best Buy gift card from our corporate officeThe gift card should be received in approximately to business days and can be used online, in stores, no expiration date or used for Geek Squad services in the future Thank you again for making Best Buy aware of this situation Sincerely, Steven *** Executive Resolution Team Best Buy Corporate Campus