Best Buy - How to Lose a Long Term Customer over $160
iPhone warranty replacement - Complaint
CORPORATE, MINNESOTA -- Is it any wonder that Best Buy is headed out of business?!?!?!?!?
As a 20+ year customer who has bought tens or thousands of dollars in electronics from this national chain, I just experienced their decision to discard my patronage over $150 in warranty coverage.....brilliant!
In October 2011 I purchased the new iPhone 4s the day it was released. Rather than purchasing through AT&T as with previous iPhones, I decided to give BB a try at their Palm Beach Gardens Florida store.
The representative at the store talked me into purchasing the 2-year warranty coverage on the phone by comparing their coverage to what AT&T offered. He explicitly explained than compared to the carrier's coverage, BB would replace the phone due to any damage if you simply brought it in to any store in any condition(damaged, waterlogged, whatever). He specifically stated that as long as it was not lost, the phone would be replaced with a new one.
Guess I should have questioned further the validity of that sales pitch(don't tell me these guys don't have some type of incentive or quota to sell warranties!), but for 18 months I had no issues.
Then on a trip back to Florida in April I dropped my phone and broke the front glass. Since I was flying back to my new home in Idaho the next day, I took it in to get a replacement phone. What I experienced was the "Best Buy Shuffle"........shuffling the customer off to the Geek Squad or off to the 800 number without any interest whatsoever in solving the customer's problem.
My "replacement" warranty that I was sold turned out to be a 3-day send it out refurbishment program that required coming back to the store to pick it up. Being nowhere near a BB store in Idaho, I needed a solution right then and there. After much "shuffling" that store and another Orlando BB store the next day, the districT Mobile manager the next day said "no way" to a replacement phone. The solution I then found was a two hour glass replacement at a strip mall repair facility before my flight.
Upon demanding a refund of the misrepresented warranty coverage, I was told that all they could do was cancel my warranty coverage and give me a pro-rated refund. After hours of talking to various corporate departments at the agent and supervisor level, this heretofore loyal customer was told the best they could do to keep my business was a $75 gift certificate. Once again BB attempts to cover their sales tactics by negotiating with enticements back to their stores.....very transparent.
In explaining to the last corporate customer relationship representative I spoke with that they were about to lose my future business over this refusal to refund a warranty that was not used, he took a combative stance explaining that I was the one making the decision not to shop at BB in the future, not them. Who is the customer and who is the vendor? Do they think they are bestowing a privilege to let me pay them thousands of dollars for electronics?!?!?!?
Now I want to highlight my experience to the Wall Street analysts that cover BB and the BB board members. Perhaps Mr. Joly needs to hear how his policies are losing his failing consumer electronics warehouse firm loyal customers such as myself while negatively influencing my family members and friends.
What is the old saying......."Good news travels fast. Bad news travels at the speed of light."