• Report: #572758
Complaint Review:

Best Buy, Fairlakes VA #273

  • Submitted: Sun, February 21, 2010
  • Updated: Tue, February 22, 2011

  • Reported By: perlexed — Virginia United States of America
Best Buy, Fairlakes VA #273
13058 Fairlakes Shopping Ctr. Fairfax, Virginia United States of America
  • Phone: 703-631-3332
  • Web:
  • Category:

Best Buy, Fairlakes Virginia #273 Nick Hoyer, CEM Best Buy the Best Bamboozlers in Fairfax, Virginia

*Consumer Comment: Read

*Author of original report: Thanks

*UPDATE Employee: service plan exchanges

*UPDATE Employee: Hmmmm...

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What happens after you get your approval number from Best Buy Service Support Team? This.

Just when you thought you were "home free" after going thru the rigmarole with 1-888-BESTBUY and have been given a confirmation number authorizing a replacement TV or voucher you find out that the last and most important step, going to the store, is the Elephant in the room.

You have been approved for a replacement TV or voucher in the amount you paid, not the full retail but the price you paid which was more than likely the sale price. Fine. With that number you can go into the Best Buy of your choice, go to the customer service counter, they verify your number and your off on your merry way into the electronics candy store. Stop, stop right here, it's not that easy.

You have now come up against the Best Buy "Firewall". Their last line of defense against you and your onslaught to zoom around the store with your voucher scooping up whatever tickles your fancy or just get a replacement TV of your choice. You will more than likely get one close to what you paid on the now scrapped TV or you may even buy one for more money with a Best Buy PSP and pay the difference, right.

Instead the lights dim in the store while thick hot humid air flows from the vents just on you, sounds become muffled, foreboding stares from behind the counter and a figure wearing a black shirt sitting in a cubicle immediately picks up the phone all the while never glancing or acknowledging you. After what feels like hours more specifically two and one half, a fellow sidles up next to you and in a low voice says "we can approve $1000.00 for you to shop the store". I say, "who are you", he says "the manager (fellow in black shirt) sent me out to tell you". In a composed demeanor I call to the manager and let him know that I brought the original receipt attached to the original PSP contract with the cash register receipt printed on the back and the email from the stellar "Best Buy Service Support Team" from (name withheld- for now) confirming the TV replacement or voucher in the amount of $2339.91. Mr. Hoyer flat out ignores the approval and tries to bamboozle me into accepting $1000.

This matter is not resolved. When I have an update I will post it. The bottom line is that with a BB PSP nothing is guarantied except for aggravation and bad feelings for the company and I am a long time customer until now. Thanks for reading.


This report was posted on Ripoff Report on 02/21/2010 01:38 PM and is a permanent record located here: http://www.ripoffreport.com/reports/best-buy-fairlakes-va-273/fairfax-virginia-22033/best-buy-fairlakes-virginia-273-nick-hoyer-cem-best-buy-the-best-bamboozlers-in-fairfax-572758. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment


AUTHOR: tlen618 - (United States of America)

If you would have read the terms and conditions that were given to you at the time you purchased the Service Plan for your TV, you would have seen that they replace the TV with "like" technology and not the price of the TV.   It is the same if you have a service plan on a Computer, laptop or GPS.  A 42" LCD TV purchased in 2006 would've probably cost around $2000-$3000 when now that same technology only costs $800.   I compare it to insurance you get on your car.  If you buy a car in 2006 and wreck it in 2010, the insurance company isn't going to give you the value you paid for it in 2006.  They probably won't give you enough to purchase a new car.  It all comes down to consumers reading the information that's given to them and knowing what exactly they have purchased.  What ends up happening is they get possibly one employee that doesn't know the total ins and outs of the service plan and they tell them one incorrect thing.  Well then the consumer will latch onto that and expect because of that one incorrect thing that someone told them (in some cases it's not something someone told them 2 days ago it'll be something that someone said to them 2 years ago) that the company will just fold and give them whatever they want.  If companies did that you would see many companies going out of business.  Yes the company needs to focus on providing excellent customer service but they also have to protect the business and make sure they can turn the lights on the next day as well. 
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#2 Author of original report


AUTHOR: perlexed - (United States of America)

Good advise and point well taken. Thanks
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#3 UPDATE Employee

service plan exchanges

AUTHOR: trytohelp - (United States of America)

The way it works when you have an approval for an exchange on a tv, is you get the value of what is now a comparable model. You wouldn't receive what you originally paid as obviously prices go down over time on items like this. I'm not quite sure what you are referring to as a "voucher" but all you have when you go into the store is a confirmation number, it's up to the associate (normally in home theater) to choose a like kind model. 

Today, I did an exchange for a customer similar to yours where the customer walked away with a tv larger than what they had originally paid and better quality. They originally paid 2300 for a tv in 2006, the new tv was priced at 1100. So yes the customer lost the 1200 difference, but they also now have a tv where as if they didn't purchase that service plan they'd be spending probably 1500 to fix the tv, or just flat out having to buy a whole new one. 

It's not the store's way of ripping you off, it's just how it works. Because guess what, believe it or not, the store doesn't get a credit back of the original value, they only get made pennies on the dollar if that. The TV's you return to the store ends up getting recycled. 

Also, if you read the terms of the PSP, you are qualified to exchange for a LIKE PRODUCT. This doesn't mean we hand you $1000 on a gift card, and say "go buy whatever you'd like," thats not what a service plan is meant for. 

End of story though, either except a like product for less than what you paid, or you can keep a very large paper weight on your hands!
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#4 UPDATE Employee


AUTHOR: Drawtaru - (U.S.A.)

That does sound kind of shady.  I would probably (I know you're grinding your teeth right now, but I'm going to say it anyway) call 1-888-Best-Buy and find out the phone number of the office of the district manager for the district this particular store is in.  Contact the district manager, tell him/her what's happened (minus the dramatics... please... this isn't an audition) and see what can be done.  Be firm, but POLITE and tell them that you want what was promised to you.
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