Best Buy Complaint - Contemptible customer service
HOUSTON -- OK, last year we purchased an Insignia GPS device, and paid a bit over $100.00 dollars for it as it was on sale.
Anyhow, I needed it for a trip to West Texas and I have not had much use for it since and it's been stored away and out of thought. So, a few weeks ago, I found that I was going to need it, and noticed that my online service was expired, so I went to the Best Buy website to try and renew my subscription.
The one year fee actually cost more than what I paid for the new unit and the 1 year subscription that came with it. I would be better off tossing my unit out, and purchasing a new unit for less money. However, I noticed that there was a 3 day subscription option for only about 5 dollars after tax, which is what I went with.
I went through all the instructions, registering the unit's ID number and my credit card information for the 3 day subscription. Sounds simple enough, right? Anyhow, as I came to the end of the transaction, I got an error message stating: "Device renewal failed with error code 400201. Please contact customer support."
OK, so I called, and waited, and waited....finally I was able to speak to a representative who informed me that their systems were down and I would not be able to get my subscription renewed until the following week. Well, this did not help, as I needed the service THAT day.
I told the rep, "no thanks and that it would be of no use to me the following week" and left it at that. About a week later, as I was going over my checking balance, I noticed that I had been charged for the service anyhow.
So I called, and got no answer...I called again, same thing...finally after several attempts, I got through, only to be transferred, and transferred again, and again, and again, and finally I was told to call a 1 800 number, which I did, only to have my call go unanswered again. At this point, I just said screw it, that 5 dollars was not worth this much trouble. Anyhow, I have some running around to do tomorrow, and will be needing the GPS again.
So, I went through the same thing as I did before..I went to the website, registered the number, added my credit card info, all the while thinking that they must have just been having problems that time I did this before.
Well, lo and behold, at the end of the transaction, I got the exact same error message, and was told to call the 800 number again. So...I called, and first thing I get is a recorded message telling me that my wait time will be more than 20 minutes! 20 MINUTES!!
So as I am typing this, I am actually on hold, waiting for the privilege of speaking to someone who can inform me if I will be able to have the GPS service that I need and paid for, or am I just going to be SOL again and charged for nothing.
This kind of treatment by Best Buy is beyond a joke. I spend my hard earned money there to buy one of their products, and I can't even PAY to have the service...I mean, I get to PAY, but I am not able to get anything for it.
And waiting for over 20 minutes on my cell phone (as I have no land line) just to rectify a situation involving 5 dollars is infuriating. You would think that Best Buy could afford to hire a couple more customer service reps to address the customers who keep them in business.
OK, as I was writing this, I got someone to answer, and they said that they would need to transfer me to the proper department..after almost 20 minutes of waiting I was speaking to the person supposedly able to help me, when I was abruptly cut off.
OK, I've called back and I am on the phone with someone, however, I have just been told that it will take at least 3 days or more to rectify this situation.
OK, I was just transferred once again, where I waited for 12 minutes, and was disconnected.
This is utterly useless. So, I called the local store and asked for a manager.
After a brief wait on hold, I spoke to the manager on duty, and was given the options of coming to the store in person so they could look at my device to see if it is a hardware issue, and if they cannot repair it, then it would need to be sent off to be repaired.
When I asked if I could just have them exchange it out with one that they KNOW works, and try to resolve the problem on their own time instead of mine, they said no, but I was welcome to purchase a new one. Next time, I will make sure to purchase my electronics from a more reputable store.
Never again will I purchase a solitary thing from Best Buy and I am telling all my family and friends to avoid them as well.
Thanks Best Buy....I'm sure you don't care, but you have lost a customer forever.