Best Buy Complaint - Customer Service At Airport Way Location - Portland, Oregon
PORTLAND, OREGON -- Dear Mr. Schulze,
I received a much wanted Cannon Elph (advantix) camera for Christmas this year. A camera my husband long researched and ultimately purchased at the airport way location Best Buy store. I opened the camera on the way to a holiday gathering and was distressed to note that after unwrapping and installing battery and film, the camera continued to flash 'H' indicating that an internal error had been detected. Three separate film cartridges were inserted into the camera, and in each case after one attmept to snap a photo the camera fully exposed the entire film cartridge.
On January 3, 2002, After efforts to resolve the problem (reading the manual etc) failed, My husband and I attempted to return the camera to Best Buy.
Initially we were greeted by 'Ray' who proved to be most courteous and very helpful. He graciously took the camera back to the camera area to exchange it for a new one. He didn't come back for some time, so my husband and I went to the camera area to find out what was going on.
The young man there acted as though something suspicious had happened. He stated that the camera box was for a 260 but the camera itself was a 270. He then insisted that the inventory manager be called. When the inventory manager, Mark Gentry, arrived, he asked for a receipt. Ultimatley his attitude was again, of suspicion as though we had done something wrong. I explained again that the camera had been a gift, and asked my husband. He couldn't find the receipt in his wallet. I further explained that the camera had been packaged upon receipt and that I had brought back everything in the way I received it. Through tracking a credit card they were able to verify the purchase of the camera, but Mr. Gentry stated he would have to call Canon to verify that there had been a 'mix up' in shipping.
My husband asked what would happen if they could not verify or if they did not know. Mr. Gentry replied that he would have to talk to his Manager but that he would have to see about it if that was the case.
My husband and I have spent a fair amount of money on products in your store over the past three years since our move to this area. We have tolerated ignorant and slow sales people, but we have continued to be valuable customers. But NEVER have I been made to feel suspect after paying for an item and having it not work. I feel insulted on many levels none the least of which is my lack of a camera that works.
To help keep me as a potential future customer, I would like the following:
I want three things. I want the camera replaced. I want the three film cartridges replaced and I want an apology. Barring that, I want a full refund and I will never shop at your store again. I have wasted my time, my integrity and my photo taking opportunities on a shoddy product from your store that you do not stand behind.
At the very least I would like a response from your company regarding this incident. Thank you for your time.