Best Buy has changed the policy on the performance service plan, so that it is a fraudulant nightmare. I was told when I purchased my Treo 600 (value $600) that if I purchased the performance service plan, I would be allowed to take my phone back if I ever had a battery problem and the store would exchange the phone for me automatically.
Here I am now, with a phone problem such that it required replacement, and I am told the performance service plan policy has changed (even though I paid $150 for it), and that I have to get my phone from the warehouse now.
Even though the phone was in stock at the store, I had to call the warehouse, where the phone is on "back order." That was 7 days ago, and I am told the phone is still on back order.
I called them today, and the wireless department gave me the same canned response about policy and how all they knew is that it was on back order. I was transferred to customer service and talked to Cecilia @ 888-BEST-BUY, ext. 60036, and she told me there was nothing that she could do.
I asked to speak with her supervisor and I spoke with Damon, ext. 60468. He was absolutely no help and an additional waste of time. At that point, I told him that I would like a refund or to be able to pick up a unit at the local best buy, which had them "in stock." He told me that those options were not available to me at this time. He also described to me how they were "following the terms and conditions, " and just "changed procedure."
I did point out to Damon that they were not meeting the terms and conditions, because they did not have a phone at their warehouse to keep up with their end of the bargain - but he didn't care. So that was that for him...
I asked to speak to his manager, and he kept telling me how he can have me talk to another "person." Basically, he was trying to pass me to another supervisor. Finally, after much persistence, he said that he could possibly connect me to the manager.
Erin, ext. 20026. Came on the line. He was also a supervisor. So Damon was not able to come through. Anyway, Erin tried to be helpful... He called the "wireless departement" back and they told him that I could purchase the phone locally and fax the purchase information to the "reimbursement department."
Now I was getting somewhere... I knew for sure that they were so disorganized that they would ask a customer to spend an extra $600 just to get around a bogus procedure.in addition, they were asking me to go to the extra effort of going to the reimbursement department, and waiting for a reimbursement to eventually come.
Obviously, I asked to speak to his manager. He told me that he would have to transfer me to the executive team.
Kari, executive resolution team, ext. 20071. This was the rudest lady I have ever met! She was absolutely no help and would not give me her supervisors extention. She would not listen and refused to offer me additional suggestions. So, after Kari's vehement lecture... I decided to call the Corporate Office directly...
DeAnne, at the executive team, ext. 60120 took my call when I called 612-291-1000. She told me that she disagreed with the procedure too, but there was nothing that could be done. She told me the more calls that they get like this the better. This way the procedure will get modified back.
So, in short, they KNOW they are screwing their customers. The greedy people at the top have decided to screw the little people. Even though they admit the procedure is wrong, they stand behind the phrase that "there is nothing that can be done about it."
0 comments