Best Buy Complaint - Best Buy = Worst Buy
MENTOR, OHIO -- On April 4, 2006 my husband and I decided to invest in a good quality digital camera to celebrate our daughter's 1st birthday. Today I regret making that mistake. We purchased it at the Best Buy in Iselin, NJ it was the Cannon Powershot SD630 for $399.99 to make sure nothing happened to our camera we added on the 4 year Performance Service Plan for $59.99. What a stupid idea that was.
On 7/14/09 our camera decided it was tired of taking pictures. I turned it on the lens came out and then the black screen of death "Lens error restart camera." So I hit the power button and nothing. Took the battery out for a little while put it back in still nothing except this grinding sound and the lens would not go back into the camera. So off to Best Buy we go. I was under the impression that they were going to fix it there that's how the people at 1-800-BestBuy made it sound but it wasn't it had to be shipped away. Estimated time of completion of the repair 7/26/09.
Thursday 7/23/09: I get a call from Precision the people who have my camera telling me that my warranty was void because of impact damage. What impact damage you say? Well I said they same thing because when I dropped off my beloved Canon sure it had some scraps after all it was 3 years 3 months 10 days old but there was no impact damage. So they are no help it was like talking to a wall. So I call Best Buy I wish I would of caught this guys names but I didn't and he said not to worry they would take care of it since after all on the service order it says "minor wear & tear" nothing about impact damage.
Friday 7/24/09: Yet another call from Precision damage asking if I made a decision about paying the $155 to repair the camera. I informed her that I had spoken to BB the day prior and they said they would cover it, come to find out she had no clue what I was talking about. So yup you guessed it another call to Best Buy. This time I spoke with John Doe he was the one that checked in the camera on the 14th. He said he would look into it further and give me a call back tomorrow.
Saturday 7/25/09: John Doe calls says he just got off the phone with Precision and that they are sticking their ground. They sent over some pictures showing the damage. He said the damage was obvious and that he definitely did not see that damage when I dropped it off or it would have be noted under the "condition" on the service order. He told me to call Precision which I had already spoke to twice and they were no help putting all the blame on Best Buy and to call corporate and that I could use his name and tell them that when it was dropped off that the damage was not there. Thanks John but your word mean #$@% to Best Buy come to find out later on.
Monday 7/27/09: Out of pure boredom and anxiousness to get to the bottom of this I call the 1-800-BESTBUY number at 12:35am and they are open I speak with a really nice & understand Jane Doe for the life of me I could find one of my papers that had a number they needed. So I find it and call back at 12:50am speak with John Doe Jr. he took down all necessary information and told me that if in fact that is what happened there shouldn't be a problem and corporate would take care of it when I called back during normal business hours. Boy was he wrong!!!
10:30am call the 800 number again ask to speak to corporate of course they can't just do that they have to transfer you to someone else after you just explained the whole situation to only explain it again to get told that you have to call a different number (*-***-***-****). So I call it's about 10:35am now finally get in touch with Jane Doe. In a nutshell she told me I was responsible for the repairs because my warranty did not cover impact damage which I COMPLETELY understand but the impact damage was not done while the camera was in my care. Since I had no proof that I did not do that damage there was nothing they could do. I asked her what kind of proof did she need because Best Buy's employee John Doe told me that I could use his name and tell them what he said about their not being damage on the camera when I dropped it off. Well that wasn't enough she wanted pictures HAH and how exactly was I suppose to do that when I am dropping off my camera to be repaired does she not know we are in a recession I don't have multiple cameras to choose from. So she offered to split the cost of the repair. Hmmm I think not why should I have to pay for damage that Best Buy did??