Best Buy - Would Not Give Me My Charger

Extended Warranty Phone Replacement - Complaint
Review by Soaring Consumer on 2013-04-11
Rating: StarStarEmpty StarEmpty StarEmpty Star
ALTAMONTE SPRINGS, FLORIDA -- I purchased a Samsung Galaxy Prevail smartphone from Best Buy in 2012 with a 2 year extended warranty plan which also covers accidental damage. Toward the end of February 2013 the phone began overheating, constantly freezing, and dropping calls for no reason.

On March 2 I went to the Best Buy store in Altamonte Springs to have the phone replaced under the extended warranty. As they no longer carried the phone I use as it is a discontinued model I had it replaced with the HTC Evo Design 4G, of which I agreed to pay the price difference between what I paid for my phone and the new phone, and purchased a new warranty for the new upgraded phone. The whole process ended up taking an hour and a half due to trouble with their computer system, constant needs for manager overrides and the process of porting the number to the replacement phone.

My complaint centers on this: the store representative would not allow me to have the charger that came with the phone. He said I needed to bring in the charger from the original phone before I could get the charger that came with the new phone. I asked if I could just take the charger and bring the old one back the next day but he refused, however he said he would put it aside for me when I bring back the old one, and placed it in a bag with my name on it in one of the cabinets. It is a reasonable policy, but what happened afterwards I consider to be unreasonable.

I returned to the store on March 3 with the old charger, so that I could get the new one. Even though the new phone worked fine with the old charger, the new phone's charger was smaller and more compact than the old phone's charger, so needless to say I wanted the new charger. The representative that helped me the day before was not working. I informed the representative who was working that I was back to exchange the old charger for the new one. I gave him the old charger and he went to look for it, but after 30 minutes he said he couldn't find it.

I advised him that I couldn't understand why the charger that I paid for with my phone would be missing especially since it has my name on it, and considering how long I have been waiting, if he could just give me another charger. He said that he couldn't, and that the only reason that it wouldn't be where it was was that I must have already taken it. I told him that that is impossible, that it was put in a locked cabinet by the other representative, and this is the first time I had come back to the store since I left with the new phone. Frustrated with the unwillingness to help me resolve the situation I requested my original charger back. The representative then refused to give me back the old charger and said the only way I can get another charger would be to buy a new one.

At this point I simply walked away to customer service and requested a manager, and explained that the Best Buy Mobile representative took my old charger and could not find the new charger that I paid for, and now would not give me back my old charger. After 20 more minutes waiting and the manager never showing up, the counter representative tried to bargain with me into taking some different scratched up used chargers instead, stating that what must have happened was that my new charger was sent back with the old phone to the corporate warehouse.

I told him at this point I just wanted my old charger back and that there is no reason I should have to keep wasting my time with this situation. Only when I started motioning that I would inform the police officers about this, which happened to be in the store at that moment because the store had an incident earlier in the day, did I receive my old charger back.

Long story short, make sure you bring your old charger back with your phone for a warranty exchange, or you may either be stuck with an old charger that doesn't work with your new phone, or no charger at all. I was happy with my purchase but not with the situation that ensued afterwards.
Comments:2 Replies - Latest reply on 2013-04-11
Posted by Alain on 2013-04-11:
It's reviews like this that make me wary of getting anything at Best Buy. You needed to mention getting the authorities to get your property back from them? And it was in the store all the time they were giving you a song and dance show? That type of lousy customer service isn't going to help their reputation any.
Posted by yoke on 2013-04-11:
They wonder why BB is the next-door to go out of business.
Since you ended up buying the new phone you should have been allowed the new charger.
I would make a complaint to the main office.

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