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| - I want to say first, that this store has greatly improved since my previous visits. I don't believe the same staff runs it any longer. If it was the same crew, then my experience would have been quite difficult. Thanks be to the powers that be, for Best Buy fixing several major issues.
My story: I purchased a pair of smart phones a few years ago, one for each the wife and me. I was referred to the in-house product representative in order to make a more informed purchase. That person did an excellent job, and I even tipped him for said. The problem began when I was returned back to the sales person in order to ring up the sale. I agreed to purchase the extended warranty on each new phone, and some accessories. It would be great if that was the end of my story.
Within a month, my phone's screen blanked out and would not respond. I called the store to arrange a meeting with the right person with whom to make an exchange or repair. I met the same sales person and he took a swift look at my reciept, to inform me that I don't have an extended warranty. He said I would have to contact the manufacturer. I pointed to the line which read, "product replacement guarantee" and he responded that I purchased the wrong warranty. I asked how this was possible, since he was the guy who sold it to me at the register. He told me to wait for his manager. I waited for approximately 20 MINUTES to meet this manager. A younger guy arrives and asked what my trouble was. I explained and showed the reciept to him. He said that I purchased a paper shredder warranty. I said that I had not, intentionally done so. I said that I purchased the warranty in good faith from that sales guy (pointing to the other dude), and I need my phone either replaced or repaired. The manager said that since it had been already more than 14 days, there was nothing he could do. At this point was was staring open-mouthed at these two guys, and I said I needed to escalate the issue. I was not going to accept that they sold the wrong policy to me and let it be. I got on the phone with "customer service" in Honduras or some other place. After re-verifying everything, the phone personality tells me the same thing- that Best Buy was not going to help me with my problem, but the manufacturer might. Fine. I called the manufacturer, and it tells me to buy a new phone or pay almost three times what I originally bought mine for, in order to repair it.
Time goes on and I bought a different phone elsewhere. I left that day exclaiming that their policy stinks and that their failure will not be silenced.
My story, as it seems, is not unique. I have read reports from all over the country about similar situations. Best Buy needs to fix it's policy and procedure for situations like mine. I didn't even know Best Buy sold paper shredders!
Fast-forward to now. I go into the store to buy a different small electronic device. The sales lady I met told me that Best Buy doesn't carry what I was looking for, but she kindly directed me to a competitor whom does. She called the competitor on my behalf and reserved it for me to go and pick it up. WAY better service today.
Bottom line: don't buy a cell phone from this or any Best Buy store. It's a risk I hope you will not undertake. My payout to get a smartphone in the end (I kept all reciepts)? $1,127.84.
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