Best Buy Informative - One thing after another!
INDIANAPOLIS, INDIANA -- I made a purchase over a year ago for a 19" monitor. I purchased the warranty because Best Buy boasts the best in warranty protection. Within two months my monitor quit working. I took it in to the Castleton store geek squad for repairs. They accepted the monitor and told me that someone would contact me shortly. That is when the nightmare began. After a month I did not hear back from Best Buy so I decided to call and check up on it. First of all, they said they could not find me in the system. (It was listed in their system improperly, which is only the start of the problems.) When they finally did find it, they said that there was a problem with the account and that they would need to investigate it and call me back.
Several days passed without a call so I called them back. Again they said they were still investigating it. All I could get out of the agent was that the monitor had been shipped to the manufacturer and was deemed unrepairable. When I asked what was going to be done, they said they needed to look into it further and would call me back.
Again days past without a call so I called back yet again. At this time I was informed by the agent that according to their system I was issued a 22" widescreen monitor as an exchange. I explained to the agent that no such exchange took place, but he said there was nothing he could do. After several phone conversations with in-store managers I was basically informed that nothing could be done for me at store-level and that I would need to contact Best Buy customer care.
After speaking with a customer care agent, I was told that with all the conflicting information on the account, he could see that there was definitely something not right with the account. First of all, the exchange was for an upgraded 22" widescreen when I brought in a 19" regular screen. This meant that I would have been charged the difference in price for the upgrade, which means there should be a signature somewhere on file. Second, it showed the exchange took place on the same day that I brought the original in, yet the original was not deemed unrepairable until after it was sent to the manufacturer. He said he would look into this and get back with me. YET AGAIN I never received a call.
After several attempts with Best Buy customer care, and writing emails and letters to their corporate customer care departments, I gave up on Best Buy doing anything to resolve this issue.
I wrote a complaint to the BBB, ConsumerAffairs.com and my state attorney general's office. The state attorney general's office deemed this a valid complaint and forwarded the concern on to Best Buy. After several weeks I finally got a gift card from Best Buy for the purchase price of the monitor/warranty. Of course they did not issue me the refund that I requested but sent a gift card forcing me to do business with them again.
When going to use my gift card, I decided to buy a new monitor to replace the one Best Buy had stolen. It was available online for $279 but I had an in-store coupon for 12% off. None of the stores in my city carry this monitor and when I called Best Buy to ask if the discount could be applied online since it was not available in-store, I ended up holding for 30 minutes just to find they would not honor it. Just another way Best Buy is ripping off customers. After I redeem this gift card to replace the monitor Best Buy stole from me, I will never do business with them again, and I advise you do the same.