Usacomplaints.com » Electronics and household app. » Complaint / Review: Best Buy - Best Buy TERRIBLE customer service and communication. #710322

Complaint / Review
Best Buy
Best Buy TERRIBLE customer service and communication

Best Buy has had my camera for 6 weeks and says it will be 2 more weeks before I get it back—UNREPAIRED—for a minor warranty issue.

In March I bought a $1200 Canon camera. After a few months of use, a latch that secures the viewfinder/screen on the back of the camera was not working in one position. Every other part of the camera worked fine.
On July 25, I took it, as instructed by Best Buy, to their Geek Squad for repair. The rep advised me that it was a warranty issue, that they would send it to Canon, and that I would hear back from someone in about 1 week. (Because my daughter uses this camera for photography and video coursework, I wanted assurance that the camera would be back before school started on August 15—especially as the issue was only an inconvience, not a needed repair.)
On August 13, THREE weeks later, I received a call from a Precision Camera rep in El Paso, Texas (WHO IS THAT AND WHY DO THEY HAVE MY CANON CAMERA?), saying that damage to the camera (WHAT DAMAGE?) voided the warranty and that the repair would cost more than the value of the camera. Furthermore, they told me it would take 2 - 3 more weeks before my camera would be sent back to my local Best Buy store, at which time I could decide how to proceed. The rep could not answer any specific questions and had not herself handled the camera. I tried to call my local Best Buy for further explanation, but they never answer their phones.
On August 15 (my daughter's classes now started), I drove over to ask why my camera was sent to Precision, why it was taking so long and what on earth had they done to my camera that caused damage more expensive than the camera itself. The Geek Squad manager did not apologize and basically told me to live with the situation, there was nothing they would do for me.
Now, on August 22, I still have no camera and no idea when or in what condition it will arrive at Best Buy. I cannot afford, nor should I have to, to buy a temporary replacement camera for my daughter's use.

I believe Best Buy— having miscommunicated what they were doing with my camera, possibly having damaged my camera and absolutely having taken an unreasonable amount of time and caused me unnecessary inconvenience in their handling of this issue—should immediately provide me and my daughter with a new camera.


Offender: Best Buy

Country: USA

Category: Electronics and household app.

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