I am very dissatisfied with the service from Best Buy. I purchased an expensive cordless phone for my friend on September 20th. I decided for her benefit that I would get the Product Replacement Plan. Lately, her phone has had trouble with its buttons. So I said, "No big deal, I got you the Product Replacement Plan. I will initiate a claim." I called Best Buy and told them the situation.
They told me to bring the phone to Best Buy and that I would get a replacement. I went to the store with the phone on December 11 and after waiting in line spoke with a desk clerk and she said, "Oh our computers crashed! Here you call this number to get a voucher."
I called the product replacement plan number on December 12th. At this point I was already starting to feel disatisfied due to the runaround. They said that they would have to send a label out and that I would then have to send the phone in and THEN I would get the voucher for the amount that I paid for the phone. The label did not come.
A week passed, so I called back to ask about the label. They said, "Oh its coming! It was sent out on December 12th. Not to worry." Still, the label never came. I called back on January 3rd. "Oh the label never got sent out! I will have to force the computer to mail you one!" Now its almost two weeks later.
I still have not gotten a label. I called back today explaining to them my bizarre extreme situation. The reps were sympathetic but unhelpful. I was transferred to a supervisor as an attempt to just get the voucher sent out. (It probably would get lost too.) The supervisor was understanding but stood firm on the policy that they had to recieve the phone in order to send me a voucher. I asked if they could make an expection and she said that they never do. I called the store and spoke to a customer service manager. He was in such an advategeous position, that he could not sympathize with me. "Well I've tried it before and its worked great for me." Well good for him! But that still doesn't help me.
Not everyone is going to have the same experience. He even suggested that I call my post office about retrieving my label. What kind of suggestion is that?! Totally Irrelevant! It's besides the point! I am trying to get Besy Buy to do something to get my phone replaced, Hello! The post office is not authorized to get me a new phone! Best Buy is! They are laying the responsibility on me instead of doing anything to resolve it. All they are willing to do is to keep sending labels. Well it isn't working is it? I paid for the PRP and I am not satisfied with the service. They refuse to do anything about my extreme case and help me to get this resolved.
I think their computers are messed up if you ask me. I called to speak to customer relations at Best Buy and still got "We cannot override policy." However, he was sympathizing with what I was going through and saying how he hopes the label comes. I need someone who has the power and authority as well as the willingness to take action and do something to get my phone replaced since the regular policy is not working for me! Someone who is willing to change the policy in my case, since I will not get the phone replaced otherwise. The service I have recieved has been unsatisfactory and is totally unaccceptable! I would not reccomend the PRP to anyone. It is a waste of money.
0 comments