Best Buy Complaint - 2 Yr Replacement Warranty Is A Joke
FRAMINGHAM, MASSACHUSETTS -- Last April I purchased a Nintendo DS for my 7yr old to take on vacation roadtrip. It was suggested to me that I invest in a 2 yr replacement warranty. I was told if anything goes wrong and we can't fix it we'll replace it. Now the top screen is 1/2 not working. No problem I think, I purchased 2yr replacement warranty. I couldn't find my receipt but a nice customer service person at bestbuy.com found the info for me using my reward card and info and emailed me info and sent me thru USPS a copy of the receipt. Cameron was this nice person. Cameron suggested that I called the Best Buy that I purchased it from and make sure they had one in stock etc. I did that and was told "oh yes come on in. we can take care of it for you. Great I thought, still a happy customer. So today I take my emails from Cameron. I take my receipt that came in the mail. I have all the parts for the DS to the Best Buy in Framingham MA #532.
I wait 10 min in the customer service line. The customer service person said she would show it to the Geek Squad. Well the Geek Squad proceeded to tell me that the damage to the DS was my daughter's fault. This was not "NORMAL WEAR AND TEAR". I'm floored. I was told by Cameron, no problem we'll fix it. I was told by whoever I spoke with at the store. Bring it in we'll take care of it. I asked to speak with the manager and got a front end supervisor. I got on my cell phone and called the 1-888 #. I spoke with Jessica and Tasha. Customer service????!?!?!?! What a joke. Before kids I worked retail for 10 years. I know good customer service. If any of my employees ever had handled a situation like this.
I have three young kids who have just started to get into the DS/WII/IPOD expensive stuff. I know I am one customer, but I have lots of friends who buy the same expensive toys for their kids. The service and short-sightedness of Best Buy is disappointing (we own stock in this company!!)