Best Buy Complaint - Rude Service trying to exchange TV
55701, MINNESOTA -- My 44" LCD Tv was picked up 3 weeks ago by a 3rd-party repair shop under my warrenty with Best Buy. I was told it would take 2 weeks to fix, so I called them repeatedly until they decided that they couldn't fix it and would have Best Buy replace the Tv under the No-Lemon policy in my warrenty that I purchase through the Duluth, MN Best Buy store which is 75 miles from where I live. On Thursday Best Buy left a message on my machine to contact the local store and schedule a time I can pick out another Tv. I called the store That Thursday and was told they couldn't do the exchange until they had an RA number which usually takes 24-48hrs, so I should call back Monday. I called the local store Monday and they said to call the 888 number to check on the RA number. They also needed the Tv and the receipt in order to complete the process. I then called the 888 number and talked to a woman who said that the order was being processed and to go to the store and tell them to check the tool kit because she just sent them the number. I asked her again if I could go to the store that Monday because I didn't want to waste my time driving 75 miles to Duluth and not be able to do the exchange. She told me again to go to the Geek Squad desk and tell them to check the tool kit and I would be able to leave with a replacement Tv. I then called the 3rd-party repair shop, so I could deliver the Tv myself to Best Buy. Once I got to the store with the Tv and reciept I went to the Geek Squad and told the man to check the tool kit for the RA number. He said there wasn't a number and I couldn't do the exchange. I explained the phone call I had that morning, but he couldn't help me if someone else from Best Buy gave me the wrong information. He said that the store was contacted that day about the exchange and it would take 24-48hrs. I told him, I was told the same thing 4 days ago on Thursday. Now that I was upset about the lie I was told that morning I decided to the leave the store and file a complaint against the woman who told me I could do the exchange; wasting my families' time and my gas. I spent 4 hours in the store with my wife and 2 young children trying to find a way that I could leave with the Tv and not have to make this trip all over again. All the store needed was someone from the main office to email them the RA number, but no one would contact the exchange department and I was told that I could not do it myself. So during this conversation with Best Buy's 888 customer service agent, she proceeded to try and help by calling the exchange department, the 3rd-party service shop and the local Best Buy store that I just left. After a long hold time she told me she resolved the issue and I could go back to the store and ask for a certain person who will give me the Tv and do the paperwork later. She gave me her name and extension in case there were more problems. I went back to the store and was told I wasn't leaving with a Tv that day. I told him about the phone conversation I had just less than an hour ago. He basically called me a liar. So I had him call the extension. After another half hour, he told me I wasn't getting the Tv that day because I didn't wait the 24-48hrs for the RA number. The same RA number that was started to process 4 days ago, and the same RA number I was told was sent to the tool kit that very morning. He again called me a liar. He also denigned that another employee said I could take the Tv and they would fill in the number later. Now the main office called me back to say that they couldn't force someone to make the exchange even though they have a record of the conversation between the main office and the employee at the local store who had now decided not to honor the agreement and call me the liar.