Best Buy Stores, LP - US Headquarters

I am rejecting this response because:
I didn't notice that they failed to give me back the ether cable from the first time I tried to return the items. Meaning when I came back to get a refund, I didn't have the ethernet cord, because they kept it.

[redacted] –   You have 30 days from the date your laptop is returned from the service center to request that it be sent out again.  The store cannot decline to send it out if there is a legitimate issue.  Cosmetic issues are not considered legitimate, however, if your power cord does not charge unless placed in a specific way, you can send your laptop back to be repaired.    Please note that damage will never result in a No Lemon replacement.  The No Lemon replacement is meant to cover electronics that have some sort of manufacturing or design flaw that is preventing them from working properly.  Additionally, if a damaged laptop can be repaired, it will always be repaired before it will be replaced.      Bottom line, if there is a legitimate issue that is stopping your computer from functioning properly, under the terms of the Geek Squad service, you can send the laptop back for a re-do within 30 days of taking receipt of it.   Regards, Amy C.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11385140, and find that this resolution is satisfactory to me.

Dear Mr. [redacted], Thank you for bringing your concern to our attention. We have contacted you directly to discuss the DVD's and gain a little more information. Thank you,Best Buy

Thank you for sending this over for review. I have been in contact with the customer to explain what we can and can't do about her complaint. We are able to cancel the plan so there are no more auto renewals but as far as her credit reporting we are unable to change the score. The customer has my...

contact information and can contact me directly when needed.Thank you,Karla [redacted]

Dear Revdex.com,Thank you for bringing this situation to our attention. Best Buy has investigated this complaint and reached out to the customer. We have been able to identify the difficulties in the ordering process and fixed them. Best Buy has apologized for the inconvenience and instructed the customer...

that their orders will now be processed as normal. Best Buy considers this matter closed. Sincerely,Alex S.

Initial Business Response /* (1000, 5, 2015/12/09) */
Dear Revdex.com (Revdex.com):
Thank you for bringing [redacted]'s concern regarding the HP Envy computer purchased from our New York store #[redacted] to our attention.
Best Buy deeply apologizes for any frustration this situation may have...

caused and disappointed we did not meet their expectations. When customers sign the point of purchase box to verify signature, the customers agree to the terms and conditions (T&C) of the Geek Squad Protection (GSP) and plan terms would be sent to them via email address they provided or handed a physical copy - and available on our website too.
The GSP T&C state the following:

4. Repair or Replacement of Covered Products. Any time your Covered Product is to be repaired or replaced in accordance with these Terms and Conditions, at our sole discretion, we have the option of:
a. Repairing your Covered Product (unless you have purchased a GSP-R Plan, in which case only options (b) and (c) immediately below will apply). Replacement parts utilized for repair service will be, at our sole discretion, new, refurbished or non-original manufacturer's parts that perform to the factory specifications.
The full T&C of the GSP plan can be found at the following hyperlink:
http://storage.bestbuy.com/geeksquad/terms/gs_protection_plan/gsp_2014_10_26_to_...⇄ /> We only offer this information for clarification. The HP Envy laptop computer repair was completed and scheduled to arrive at the Best Buy store on Wednesday 12/09/15 by UPS - [redacted]
With the laptop computer purchase being outside the 15-day return policy, we would be unable to accommodate their refund or exchange request. [redacted] does have the option of requesting a prorated refund for the remainder of his GSP under the T&C when they visit the Best Buy store.
Thank you again for making Best Buy aware of this situation.
Sincerely,
Steven [redacted]
Executive Resolution Team
Best Buy Corporate Campus
Initial Consumer Rebuttal /* (3000, 8, 2015/12/10) */
after escalating my complaint what took over 20 says of nothing being accomplished I finally got my laptop returned to me however upon arriving at the store and being asked if I had an appointment I informed the geek squad rep I was called by Jullian that my latop was ready to be picked up and I said I would come right in, the rep asked me for my name and I handed him my ID to which he said "What you can't just tell me your name" I choose to not respond given my complete dissatisfaction with how the whole matter was handled and still yet not given any sort of compensation for my inconvenience or the misinformation provided me by 2 different reps on how the warranty really works or by the rudeness of the store manager in the beginning or the rudeness of the geek squad rep at the end when picking up my laptop all said and told horrible service and horrible treatment

April 4, 2018     To Whom It May Concern:   In an effort to resolve this matter I have requested a check for [redacted] in the amount of $191.76 as requested in the original complaint to your office.  This stands as a refund for the Plan in question and as a full resolution to this matter in its acceptance.  The check will be processed and mailed in the next 7 to 14 business days. Nevertheless, please forward any additional concerns to our office and we will respond accordingly.    Sincerely,       Terrance [redacted] Sr. Executive Resolution Specialist Best Buy Corporate Campus

Initial Business Response /* (1000, 10, 2015/07/09) */
Dear Revdex.com,
I have confirmed with Apple that the warranty can be adjusted to the date of purchase.
The customer would have to contact Apple and ask for a Senior Management Member in the Apple Care department to readjust the warranty. Below...

is a number to Apple Care team and the phone's IMEI number.
(800)275-2273
IMEI: [redacted]
I have also sent the customer a copy of his purchase receipt to the email provided in the Revdex.com.
Best Buy would like to apologize for any inconvenience caused.
Thank you,
Best Buy

Dear Revdex.com,Based on our customer's previous interaction with our Billing and Renewal teams, he indicated that he attempted to renew his contract on 4/26.After reviewing the plan, it had expired on 4/25. The contract can only be renewed before the date of expiration. Since our customer did not renew...

before the warranty expired, a renewal can no longer offered.Our customer was only charged $36.64 for the Anti-Virus software.Best Buy is unable to accommodate the request for a warranty renewal.Respectfully,Ash E

Dear Revdex.com:   Best Buy feels that we have fully addressed Mrs. [redacted]’s concerns that were forwarded to your office in our previous response and we maintain our position.   Mrs. [redacted] said she received a computer from her aunt which had been wiped clean. The customer’s local store installed Windows 10 on the computer, which Mrs. [redacted] states was acceptable. However, she states the store was unable to recover a DVD burning program that was included with Windows 7 which the customer said was the previous operating system.   We offered Mrs. [redacted] the choice of a complimentary copy of Nero Platinum 2017 or a gift card so she may choose her own DVD burning software as a final resolution to this issue. Mrs. [redacted] researched the Nero software, and called to tell me she chose the free software.   Mrs. [redacted] left a message saying the software gave her computer a virus and the it will not work for her. The software sent to Mrs. [redacted] would not put a virus on a computer. We recommend the customer contact Nero for assistance. As noted, we offered different resolutions for the issue, and the customer selected the one she wanted. Best Buy respectfully declines the customer’s request for a refund or replacement, and considers the matter closed.   Regards, Kathryn S.

Hello Revdex.com,   We are following up on our previous response to [redacted]’s Revdex.com case.   As we outlined in our previous response, we are unable to verify what specified between Ms. [redacted] and our employees on the price match and as noted the price match policy is posted in our stores, and website. Our position has not changed as we do not match Groupon or coupons per the price match guarantee.   However, we did reach out to Ms. [redacted] and left a voice mail informing them of our position on 03/03/2017. As a customer service gesture of goodwill, we will be sending a $** Best Buy gift card from our corporate office and should be received in approximately 10-15 business days.   Best Buy feels that this has been addressed appropriately and will not take further action on this issue. Respectfully,     Steven [redacted] Executive Resolution Team Best Buy Corporate Campus

Dear Revdex.com, Best Buy feels that we have fully addressed Mr. [redacted]'s concerns that were forwarded to your office in our previous response and we maintain our position. Thank you for giving us the opportunity to address Mr. [redacted]'s concerns. Mr. [redacted] received a refund for the full price paid, per his warranty plan, for the TV he purchased in 2016. He purchased and returned 2 TV's before purchasing the last on one 5/27/16. The TV. was priced at $4,499.99, with discounts the store applied, Mr. [redacted] final price was $3,475.99. Best Buy does not price match vendors advertising a no tax discount. Thank you,Gail D.

Dear Mr. [redacted], Thank you for bringing your concern to our attention. We have attempted to reach you on the phone number provided and have left you a voicemail.  Without knowing which specific Apple Watch Series 2 you were looking at we am not able to confirm the current...

sale price. We do see we have a few models listed for $299.00. When we click on them to process a mock purchase, the price only changes once tax is added. Please take a look at our website and move forward with your purchase. If you run into another issue please provide the model number along with the SKU number of the item. Thank you,Best Buy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I sincerely hope Best Buy takes the information gathered during this horrible experience and uses it to improve its services to customers.

Initial Business Response /* ([redacted]0, 10, 2016/01/05) */
Dear Revdex.com,
Thank you for forwarding this issue. I confirmed the claim was processed for the value of the phone and an eGift Card was created for the customer on 12/22/15. While I cannot waive the fees for deductibles, given the mishandling...

and delayed resolution, I did send the customer a courtesy gift card via U.S. Mail for $[redacted] today, which will be received in 2-3 weeks.
Initial Consumer Rebuttal /* (2000, 12, 2016/01/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I do 'reluctantly' accept Best Buys response, I still feel a responsibility to let other consumers know how the rest of the story went. Hopefully others will be spared the headache, the heartache that I experienced.
On the 15th of December, 2015, after working all day, I took another trip down to best buy because the loner phone I was using was not functioning right, when the manager Anthony saw me, he seemed to be surprised that the issue still wasn't resolved. I told him I had filed a complaint with the Revdex.com, he said he completely understood why I would do that. Then he went away for a few minutes and when he came back, he said he had spoken with his higher ups; one of the guys named Bob is supposed to be a top guy in all the area, and is apparently really good at resolving issues and getting things done. He promised me the situation was in really good hands and he said he even looked forward to seeing me in the store the next day to get my new replacement phone. He also had his top manager 'Michelle' come to tell me the same thing and reassure me that the issue would be resolved. He showed me the email that he sent to several of his higher ups, and said to check my email and phone for a response from this guy Bob. That night I was at BestBuy for about 2.5 hrs.
Well, the week passed and I heard nothing from anyone, so on Saturday, the 19th of December, after one of my morning classes, I decided to go try one more time to see if I could get anything resolved. I was very worried that my 60 days would pass from the time I reported my phone lost and I would no longer be eligible to make a claim.
I went back down to BestBuy, it was 11am and Anthony was not there, so I spoke with another manager and explained the situation. He said he would pass the message on to Anthony. Around 4pm Anthony called me and he gave me a number to call and said they knew all about my issue and would help me to resolve it. So I called the number and no one knew anything about me or my situation. So I called my sister and asked her if she would go down to BestBuy with me. We went down about an hr later and spoke with Anthony. He got on the phone with one of the managers and explained the situation. The manager there got on the phone with me after speaking a while with Anthony, his name was Kyle, a very rude guy, and he asked for my address, he said he would send me a refurbished phone and I would still have to pay the $200.00 deductible. I told him no, not to send me any refurbished phone, after all they had put me through and many times I tried to make a claim and couldn't, even though I had full coverage. We hung up and I left BestBuy feeling like there was no one to watch out over me as a valued customer, a consumer. My heart felt sick and I felt cheated, helpless and hurt by this company.
The on Monday, the 21 of December, while at work, I get a phone call from a woman named Victoria, she is from BestBuy's Geek squad Insurance. She is quick, cold and rude with me and tells me I have two options, she will either send me a refurbished phone of send me an e check for the amount of the phone to be used at BestBuy to purchase the replacement phone. I told her I was at work and could not make that decision at that time. I told her I planned on seeking legal advice first. I took her name and number and said I would call after I had time to think about everything.
After work on the 21st, I sought legal advice; the attorney suggested I see what BestBuy was willing to offer before seriously considering a consumers practice act.
So, later that evening, I called BestBuy's geek squad insurance back. This time I spoke with a manager named Sharon, we talked for over an hour, I explained from beginning to end the whole situation. She was very understanding and said she would advocate for me. She said they would drop the deductible and send me a gift card for a new replacement phone, and she said there were people in higher up places than herself that she would speak with in my behalf and that they would compensate me for the 5.5 weeks of hell that they had put me through. She made promises, just as the others had, and told me to watch my e mail for the e check and said it would come the next day.
It never came. Instead, on Tuesday, the 22nd, while at work, I get an email from UPS telling me that a package is on its way from BestBuy's geek squad. So when I got home, I called 'Sharon' the manager back and let her know that I did not give anyone permission to send me a refurbished phone. So I called UPS and asked them to send it back to the shipper because it wasn't supposed to be sent. Again, Sharon said she would advocate for me, she even promised, said she would take charge of it. She said my case was a huge issue there and they were looking into it. She promised me that she would be speaking to the higher ups, and they would be contacting me. She said she was going on vacation soon but she would try and help get the issue resolved before she left. She said she would definitely make contact with me again.
On Wednesday the 23rd of December, they did send me e check for my replacement phone.
But I never did hear anything back from anyone. Nothing
Until Tuesday, January 5th, 2016, I got a call while at work from a woman named Kayla from Best Buy with the executive branch. The woman was friendly enough, but didn't want to hear anything I had to say about my experience with BestBuy, even though I told her several times that a lot had happened since I filed the complaint with the Revdex.com, she said all that mattered now was that the issue had been resolved- seeing that I finally got my replacement phone with a replacement cage, she said she had read the complaint and she told me she had sent me an e mail with a gift card of $[redacted].00, to use at BestBuy, kind of like icing on the cake. I said thank you, but also told her that I still didn't feel satisfied considering all that they put me through. She said I was welcome to fill out a rebuttal.
I am still so disgusted with these guys. Almost 6 weeks of trying to file a claim, (and through the entile holiday season!) only to find out I couldn't each time, even though I had a legal contract with them, sleepless nights, stress filled days and mental anguish from the all the hours spent at BestBuy and the hours of phone time with these guys! Sheeeeesh!!!!!

Dear Revdex.com,Best Buy's price match policy clearly indicates that there is one price match per item. Since we were able to perform the initial price match, Best Buy is not obligated to provide a second price match.     However, as a one time exception; Best Buy will issue a...

$80.28 check to help resolve this matter. This check will arrive will with in 7-10 business to the address provided in the Revdex.com complaint.Kind regards, Ash

Dear Revdex.com,Thank you for sending this for review. I have looked into the customers case and see that the certificates did expire. The certificates do expire however, the customer does have a choice to bank his points instead of generating certificates automatically. I have issued an electronic GC...

which the customer will receive within 1-2 business days and this will not have an expiration date. If the customer has any questions he can contact me directly.Thank you,Karla [redacted]

Initial Business Response /* (1000, 5, 2015/10/01) */
Dear Revdex.com,
Thank you for bringing this matter to our attention to be addressed. We have verified that the customer has been send a replacement gift card and another associate offered a customer service gesture for experience by sending a...

controller at no charge.
Best Buy has resolved this matter and properly addressed the underlined issue. Best Buy will be taking no further actions to this matter.
Thanks,

March 23, 2016
To Whom It May Concern:
Best Buy feels that we have fully addressed [redacted]'s concerns that were forwarded to your office as the customer has been refunded in full for all the orders in question (BBY01-[redacted], BBY01-[redacted], BBY01-[redacted]). ...

Nevertheless, please forward any additional concerns to our office and we will respond accordingly.
Sincerely,
Terrance [redacted]
Senior Executive Resolution Specialist
Best Buy Corporate Campus