My 12-year old son received a Best Buy gift card for Christmas. We went to Best Buy where he selected an Oblivion computer game. After purchasing the game, my son excitedly tore the plastic off as we exited the store. At that point he realized the game was not a game, but an extension of a more expensive computer game. Less than 5 minutes after exiting the store we walked right back in and explained what had happened to the customer service desk. The lady shook her head and told us "I am sorry but it is against the law for us to take back any opened games. It has to do with piracy and is not a Best Buy Policy, but is the law."
We went across the street to another game store in the mall where I noticed that none of the games were wrapped in fact all of the games were unwrapped and the discs were put into drawers behind the counter to protect against theft. I walked up to the clerk and the manager and asked them about this "supposed law" and they told me that this was not true at all.infuriated, I called the store and asked to speak with the store manager.instead, I was given to the customer service department once again, possibly to the same girl that had lied to me. I explained how upset I was that I was lied to and that I felt my son was scammed out of his gift card. The lady told me at that point that returning the game was not against the law, but it was Best Buy policy NOT to accept returns that had been opened. I told her that we had not even left the parking lot before coming back in and she told me if I wanted to return the game she would be happy to exchange it for THE SAME ONE!!! That's right, the very download that was unuseable to my son.
The game store that I was calling from was so mortified at Best Buy's customer service that they allowed my son to exchange the Best Buy game at their store. The manager told me that they NEVER sell extensions or downloads that enhance another game without telling the customer that they need another product. Best Buy probably uses this tactic to make more money off of unsuspecting consumers.
I will never again shop at Best Buy any store with a customer service policy that includes lying to customers, especially 12 year-olds will never have my business again.
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