Report: #1413391

Complaint Review: Best Buy

  • Submitted: Sat, November 25, 2017
  • Updated: Sat, November 25, 2017
  • Reported By: Sam — Munhall Pennsylvania United States
  • Best Buy

    Nationwide
    United States

Best Buy Best Buy wont honor 2 year protection plan after less than 6 months Nationwide

*Author of original report: Resolved

*Author of original report: Things are looking up

*Consumer Comment: Yes of all days..

Show customers why they should trust your business over your competitors...

I have early onset Parkinson's disease. I cant drive or work due to the nature of it. I use an Xbox console for my eye hand coordrination. In August 2017 My wife purchased an Elite controller from Best Buy along with the 2 year protection plan.

The original was bad out of box so they replaced it. I think it may have been an opened box they snuck in but no way to prove that. My second controller broke of all days on Black Friday. I Called the Best Buy stores and they all pretty much told me I was out of luck since they whee sold out.

I had asked if they could just hold one for me when they got some in and was pretty much laughed at and told no. I calles the corporate number and they said they should be able to order one at the store and replace mine.I have no problem with waiting so that was ok. Then they told me that a store in my area showed 2 in inventory and they would call and ask them to hold one. After several minutes the lady got back on the line and said she couldn't reach the store. My waife decided to go to the store and try to get a replacement.

While she was heading there I called the store. got someone on the line and asked if they could hold the item. They told me no, first come first serve since if someone had the money and wanted to buy they came first. I explained I had already bought and bought their Warrany plan. she told me that din't matter.

After asking to speak to the manger she started getting rude, I told her to please let me speak to the manager or there would be legal action at which point she hung up on me. My wife got to the store to find that they where sold out. She asked if she could return the Item, and they could ship a replacement to our home or store. She was told no.

She asked for the manager who told her they where sold out nationwide so we had to basically watch there website and see when they got some in if ever, and that it was our responsibility to follow up, not theirs.

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This report was posted on Ripoff Report on 11/25/2017 06:53 AM and is a permanent record located here: http://www.ripoffreport.com/reports/best-buy/nationwide/best-buy-best-buy-wont-honor-2-year-protection-plan-after-less-than-6-months-nationwide-1413391. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
2Author
1Consumer
0Employee/Owner

#1 Author of original report

Resolved

AUTHOR: Sam - (United States)

The issue has been resolved.

Although I stand by my original comlpaint about the responsability of tracking stock being on the customer. I can say it has ben resolved.

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#2 Author of original report

Things are looking up

AUTHOR: Sam - (United States)

After being told by Best buy that it was against store policy to order a replacement and have it shiped and held. The calling thier corporate number who told me that was not the case I checked back to see if they had the item back in stock.

They did so my wife returned it, and one is bieng shipped to the store in her name between the 30th and 6th of next month.This is all I asked for but was flat out told it would not be done by 3 different stores.

If the item arrives in the time they said I will consider the matter closed. But I still think it is wrong to Tell a customer it is thier responsability to monitor the stores stock for a replacement.

And in response to the one rebutal I did not plan for th thing to break when it did. and I did not expect immediate replacement. I just wanted what happened today to at least have been put on the table last Friday. 

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#3 Consumer Comment

Yes of all days..

AUTHOR: Robert - (United States)

Yes of ALL days you decide to do all of this is on BLACK FRIDAY. Yes the day that millions of people go shopping.  The day that stores have to hire extra security in order to keep people from killing each other over a sale item.  The day where people start camping out 2 days before so that they can be the "first" in the store.  The day where stores have to put down tape "queues" that rap around the store, have an hour line to check-out and people still shop there...yea who says "Brick and Mortar" shopping is obsolete..right.   The day where these employees have to give up time with their family to deal with the customers who can do nothing but complain because unlike the other 1000 people in the store THEY are the most important person and actually have a valid complaint.  The day people come in 3 hours after opening and wonder why the "doorbuster" that states 10 per store in the ad is already sold out.

I was actually in another "big box store" and they actually had signs up that says they were not doing any returns, exchanges, or special orders until Saturday afternoon.

I'm not saying that you don't have a valid complaint, but I am not saying you do. I'm saying that you made quite a point about it not being a rush. So why were you rushing to try and get it on Black Friday?  Perhaps you could have waited a few days to go and get this taken care of. Perhaps waiting a few days will get them to recover a bit may be the best thing you could do.  Perhaps you could then talk to the Manager who hasn't been there for 12 hours straight without a break.

Then while you wait for that perhaps you could read through the terms of the warranty.  What does it state happens if they can't replace or fix it?  Do you get your money back?  Do you get credit toward another device?  The time you have a valid complaint would be if they are doing anything outside of what it states in writing.  But again...give them a few days.

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