Best Buy Complaint - Defective Product/Poor Customer Service/Still no replacement
We purchased a refurbished Wii that included the Mario Sports game.
The machine arrived and worked fine, but the game did not.
I called Best Buy's customer service line, sat on hold for 45 minutes
and the person I talked to told us to take the whole system into the
store here in Lincoln Nebraska and they would replace the game. We
drove across town to the store and they refused to help us at all.
So I called the customer service line back (another hour on hold) and
they said to mail just the game back. So I place the game in a disc
mailer put a copy of the return sticker inside with the game and put
the return label and return sticker on the outside of the disc mailer
and mailed it back.
We did not hear anything so my husband called Best Buy's customer
service line (another hour hold). He was told they were putting a
trAcer on it and we would hear something within 48 hours. We waited
four days and called back. (another hour hold time). We were given a
case number and told he was looking into it.
That evening, Dec 17, I got a call from UPS asking if we received the
package back on Dec 2 because someone at Best Buy said we had not. I
told UPS that Best Buy is very confused because we had received it but
had to send part of it back!
The following Monday I call the Best Buy customer service line again another hour on hold, then the representative who answered tried to tell me that the machine did not come with a game! I asked him if that was the case, why did they not only list the game, but also mail one with the Wii machine. Then I asked to speak to a supervisor since I was getting nowhere with all these calls. He put me on hold again then came back and told me that they would have to call me back. I argued for a while, but he would not put me through to anyone, just kept insisting that someone would call me. So far, no one has called me back.
At this point it would have been much cheaper to buy a new system at Walmart! Best Buy's customer service is terrible and they show no signs of replacing the defective merchandise or refunding any part of the purchase price.
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