I purchased a video-editing program from Best Buy for $200. Upon opening the package, I discovered that the disc and serial number were missing.
When I came back to the store, the customer service reps told me that they would not exchange the product, and that I needed to call the manufacturer.
Worse, the rep attempted to explain to me that if the box was wrapped in plastic when I made my purchase, then the disc would have been there when I opened it. The implication was that I removed the disc myself and was lying.
This, above all else, was the worst insult.
Considering that the only missing pieces were the disc and the serial number, it seems highly unlikely that the problem relates to an automated packaging process at the manufacturer. This implies that, at some point, someone removed the items and repackaged the box. Unfortunately, since the company policy is to simply turn away customers, it is impossible for them to analyze if this is a company wide phenomenon.
Luckily for me, the software manufacturer also has local stores. I visited them and they immediately, and happily, exchanged the program. This should have been done by Best Buy.instead, insults and indifference ensued.
After contacting the local store, a manager offered me a gift certificate for my troubles. I declined, as my pursuit of this has only to do with the principal of the matter, not money. I also sent a letter to the corporate customer service address. They wrote back and said, "When Best Buy sells a new, factory-sealed product, this is precisely how the manufacturer represented that product to us. Best Buy employees do not have a way of repackaging products that come sealed by the manufacturer. If a customer finds the incorrect make and/or model product inside a factory-sealed package (or if all or part of a factory-sealed product is missing), Best Buy feels that the manufacturer is in a better position to address such incidents. I was glad to read that (the manufacturer) replaced their software that was improperly packaged."
I ask for you to take a moment and reflect on how their companys policy would seem from a customers point of view:
Best Buy will sell you an empty box for $200, and not care.
I also ask you to consider the possibility that the product was not factory sealed when it was sold to me. Again, the only things missing were the disc and serial number. This does not point to a manufacturing malfunction. If, as they asserted, the product was not opened and resealed by someone associated with Best Buy, I ask you consider that another customer could have bought the product, removed the contents, resealed the box, and retuned it. It took me under a minute to find the tools and instructions on how to repackage software on the internet. When a factory seal consists of only shrink-wrap, there is very little seal at all. I think it would be prudent for them to reexamine their definition of Factory Sealed.
I can understand if a television remote, an instruction manual, or some other miscellaneous accessory were missing, Best Buy would see it fit to redirect the customer to the manufacturer. However, when the entire product is missing, Best Buy should step in and sort things out on behalf of the customer. I feel they do share responsibility as the reseller.
Luckily for me, the manufacturer was one that frequently ranks high in customer service. Had it originated from any other company, the exchange would have been vastly more complicated and time consuming.
They said in their letter, Best Buy feels that the manufacturer is in a better position to address such incidents. I think it may be easier for Best Buy to refer such incidents to the manufacturer, but at what expense? Best Buy has already lost a substantial purchase from me.
A simple, Were sorry to hear about your experience with our company. Would have gone a lot further than a copy of the company policy. I hope that someone at Best Buy will look closer at my experience this time, and will try to find ways, if only for their own sake sake, to prevent similar experiences from happening in the future.
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