Best Buy Stores, LP - US Headquarters

Dear Revdex.com, Thank you for forwarding Mr. [redacted]'s concerns to our attention. We apologize for any inconvenience this may have caused the customer. Our records indicate the customer's product was replaced already and the store was able to resolve. Best Buy considers this matter fully...

addressed. Sincerely, Kelsey F.

Dear Revdex.com, We need to review the coupon the customer used on the order as some coupons specify that only one coupon may be applied per order. Please provide a copy of the coupon that was accepted on the order including the terms and conditions. Regards, Kathryn S.

Initial Business Response /* (1000, 5, 2016/01/12) */
Dear Revdex.com,
Thank you for bringing this matter to our attention. The customer brought the television in to complete a return/exchange or repair after the issues on 12/19/15. During the initial check in, associates observed that the screen was...

cracked due to "Impact Damage." The terms and conditions for the Insignia television that was purchased can be found here http://www.insigniaproducts.com/products/televisions/NS-40D420NA16.html (under the Support/Downloads tab). The warranty does not cover items including: Cosmetic damage, Damage due to acts of God, such as power surges, Accident(s), Misuse, Abuse, and Negligence. The cause of the issue was deemed "Impact Damage," which is attributed to an accident, misuse, abuse, and/or negligence. As a result, the manufacturer's warranty has been voided. The customer also purchased geek squad protection on the device. However, the damage that caused the cracking was deemed "Impact Damage" and this too voids the GSP warranty. GSP information can be found here: http://www.bestbuy.com/site/Geek-Squad-Protection/null/pcmcat280100050012.c?id=p...⇄ Repairs will not be covered in this instance. The customer was made an offer to receive half off the purchase of a new television which as an exception and customer service gesture. This offer was refused. Best Buy considers the matter closed.
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except Best Buy's decision. The TV was sitting while we were watching it when the damage occurred. It went to a blank screen, then it said no signal. When we reset the DirecTV box the crack appeared. My husband and I live alone there are no young children around. When these companies have these warranties they do not cover anything so why should we pay for them. It is unfair that I can not have a replacement. I will except 80% from Best Buy towards another TV and I will pay the other 20%. If you look at everything the watranty does not cover, which customers are not aware of, what do the warranty cover.
Final Business Response /* (4000, 9, 2016/01/14) */
Dear Revdex.com,
Best Buy must reiterate its' position in this matter. The customer brought the television in to complete a return/exchange or repair after the issues on 12/19/15. During the initial check in, associates observed that the screen was cracked due to "Impact Damage." The terms and conditions for the Insignia television that was purchased can be found here http://www.insigniaproducts.com/products/televisions/NS-40D420NA16.html (under the Support/Downloads tab). The warranty does not cover items including: Cosmetic damage, Damage due to acts of God, such as power surges, Accident(s), Misuse, Abuse, and Negligence. The cause of the issue was deemed "Impact Damage," which is attributed to an accident, misuse, abuse, and/or negligence. As a result, the manufacturer's warranty has been voided. The customer also purchased Geek Squad Protection (GSP) on the device. However, the damage that caused the cracking was deemed "Impact Damage" and this too voids the GSP warranty. Repairs will not be covered in this instance. The customer was made an offer to receive half off the purchase of a new television as an exception. This offer was refused. Best Buy considers the matter closed.
Thank you,

Dear Revdex.com, Thank you for contacting us regarding this matter.  We apologize for the difficulties this customer encountered during this process.  When the service was scheduled, the cable needed to complete it was unavailable which created a delay in attempting to complete the work. ...

It does not appear there was clear communication about why the service was being delayed.  There was a pre-authorization charge tied to the service, but the charge does not fully process until the cable is ordered and installation completed.  The customer will not be charged for this service as it was not performed.  We contacted the local teams that would have been involved with this process and requested they contact the customer directly. They spoke with the customer and learned the customer has remedied the issue.  Again, we apologize for the difficulties.  We invite the customer to contact the local team directly at the number that was provided to her, if we can provide any support in the future. Best regards, Dave M.

Dear Revdex.com: Thank you sending this on for completion. I have requested a credit card refund for 75.00, as a service gesture, since his benefits were not utilized. It will post within 3-5 business days. This issue is now closed.

February 24, 2017     To Whom It May Concern:   Best Buy feels that we have fully addressed Ms. [redacted]’s concerns...

that were forwarded to your office as another representative from our offices has already resolved the customer’s order concerns in full.  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  ###-###-####Direct  ###-###-####Fax  [redacted]  Ideation, Context, Maxmizer, Activator, Communication

Initial Business Response /* (1000, 10, 2015/06/17) */
Dear Revdex.com,
Thank you for bringing Mr. [redacted]'s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.
At the time of sale, the associate was going over three different plans...

with the customer. The customer ultimately signed a contract with [redacted] for a $1 per month per line lease. One of the other plans included a $19 bill credit, but that option was not on the same plan that had the $1 per month per line lease. The customer believed he should have received both options on his plan and was dissatisfied. The store worked with their [redacted] representative who ended up providing a $120 bill credit as the customer indicated he would be happy with that resolution. The customer later came back saying he was still not satisfied.
Since [redacted] does not have a plan that includes both a $1 per month per line lease as well as a $19 bill credit, they were unable to offer the customer what he wanted. The customer indicated he wanted to return the phones and sign a contract with a different carrier. [redacted] made a one-time exception and terminated the customer's contracts with no penalty fees. Best Buy made a one-time exception and accepted a return on the two phones.
Best Buy considers the matter resolved.
Regards,
Kathryn S.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My wife and I were not expecting to get both a $1 phone and a $19 credit. The plan was to get a $19 credit which would make the phone $1. That one dollar cost was to be the lease price of each phone for 24 months. After those 24 months we would be able to continue paying $1 lease for each phone (because of that $19 credit) or we could have opted to trade them in for new phones to be leased. That agreement was not honored on the part of Best Buy because we were expected to pay full price for the phones over the length of the contract.
Over the course of three months, I went up to Best Buy each month when I received my bill and each time, the manager for Best Buy Mobile told me the $19 credit per phone would be on my next bill.
After three months our bill was still not correct which was when they proceeded to tell us that the plan we were originally offered was not available.
We were never told that prior to then. Every time I went up to Best Buy I was told that I would receive communication about the status of our account but never received this communication. That is the reason I went to the store every month after receiving the incorrect bill.
Final Business Response /* (4000, 14, 2015/06/23) */
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.
Both [redacted] and Best Buy made one-time exceptions, and cancelled the customer's contract without penalty and returned the purchased for a refund, respectively. Service has been terminated and the customer is no longer being billed. Best Buy considers the matter resolved.
Regards,
Kathryn S.

Dear Revdex.com,I contacted Warrantech and they state that the repair was completed on 4/14/16. Please let us know if [redacted] is still encountering any difficulties with the washer. Thank you,Dan [redacted]Best Buy Executive Resolution

Dear Revdex.com,Thank you for bringing the consumer's concern to our attention. We have been able to confirm that the customer was able to pick up the item in question. We have reached out to the consumer to apologize for the inconvenience any miscommunication may have caused. We invite the consumer to...

reach out to us if they have any further questions or concerns. Best Buy considers this matter concluded. Thank you for your time.Sincerely,Alex S.

To whom it may concern,It is our understanding that we have fully resolved this matter through issuing a credit to the customer's satisfaction for his inconvenience in store.  Nevertheless, please feel free to contact us again with any further developments or issues pertaining to this issue.

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 really appreciate the executive who reached out to me. He took the time to listen to me and ultimately resolved the issue at hand. He was very kind and considerate. Thank you!

Dear Revdex.com, Thank you for your partnership in bringing this matter to our attention. Correspondence regarding the matter has been brought to our Executive Resolution Team for proper review. I have actively reached out to the customer by phone and by email, but at this time I have had no response. I...

will proceed with reaching out to the customer throughout the remainder of the week. Respectfully, Bethany H.

Dear Revdex.com, Thank you for forwarding Ms. [redacted]'s concerns to our attention again. We do not see the customer was charged twice for this issue. When online orders are placed, there will be an authorization hold before the charge goes through and this is likely what the customer was seeing. Also, the receipts provided do not show that she was charged twice and our records indicate only one charge went through. At this time, there is nothing to refund as only one charge went through. Best Buy considers this matter addressed.  Sincerely,Kelsey F.

Dear Revdex.com,   Thank you for bringing Ms. [redacted]’s concerns to our attention. We apologize for any frustration or inconvenience this may have caused the customer.   I was unable to locate the purchase receipt. Please provide the Customer Service Pin from the receipt or the Geek...

Squad Protection (GSP) plan number.   Regards, Kathryn S.

Dear Revdex.com,Thank you for making us aware of the complaint filed by [redacted]. Best Buy's mobile Geek Squad Protection plan is charged monthly until such a time as the plan expires, is fulfilled, or a customer cancels. If a customer wishes to cancel their protection plan,...

they need only make Best Buy aware either by phone or in store. Best Buy has no way of knowing if a customer still has their phone, or wants their protection plan cancelled, nor do we have any way of verifying that a phone was no longer active. For these reasons, Best Buy is not able to offer refunds on plans retroactively.We sincerely apologize for nay disappointment that this causes.Best,Cassie E Exec Res Sr

Dear Revdex.com,Thank you allowing us the opportunity to address this customers concern. Best Buy has been in contact with the customer and have reached an agreement to close the case.Thank you Gail D.

Dear Revdex.com, Based on the information provided, we are unable to locate the purchase information for the laptop charger or the camera system. If you could please ask Mr. [redacted] to provide the customer service pin number from his receipts, or the telephone number associated with the purchase, it...

would be greatly appreciated.  Thank you,  Dan S. Best Buy

Revdex.com, Thank you for bringing this to our attention. We are deeply sorry for the frustration. I reached out to Sedgwick leadership, and they advised that the check was mailed out on 12/5/2017. They can see that the check has not, however, been cashed. Please know that they are having the adjustor...

reach back out to the customer so the check can be reissued ASAP if needed. Thank you again for allowing us to address the customer's concerns, as we always strive for excellence.  Regards, Sarah L.

Dear Revdex.com,   We apologize for any frustration or inconveniences this may have caused the customer.  With that said this TV was purchased on 11/27/2016.  Our company was notified of the problem with the TV on 9/20/17.  The request for the desired settlement is well outside of Best Buy's return policy.  Best Buy would not be able to accommodate the requests.  We consider this matter closed. Sincerely, Scott M.

Dear Revdex.com, Thank you for bringing this concern to our attention. Due to [redacted]’s refund concern, a $[redacted] gift card has been requested and the customer should receive the gift card within three weeks at her [redacted] mailing address.   Thank you,   Dean [redacted] Executive...

Resolution Specialist ###-###-####