The purpose of this letter is to convey my disgust over the treatment I received by Best Buy s on Central Avenue. Not 48 hours from the time I started writing this letter (on May 9 around 8pm). I visited this store to purchase a Sony PSP as a gift for my nephew. I asked for the device from customer service when checking me out I was offered a 2 year replacement warranty should something go wrong with the device. That same evening I gave my nephew his gift. Upon opening the device it appeared flawless, we proceeded to charge the device for later use. A few hours later we turned on the device and inserted a game cartridge. The screen looked cracked. We tried another game cartridge with the same result. The next evening after work I took the device to nearest best buy which is located in Mont Vernon, NY. I went to customer service explained what happened and the manager, Carl Ali, told me that although there was no sign of trauma or impact I would have to go back to the store where it was initially purchased because they refused to honor the 30 day return policy or the 2 year replacement warranty. I went back to the store in Hartsdale spoke to customer service who suggested IGo to Sony have the device replaced. I explained that I didn’t purchase the device from the manufacturer that it was purchased only 23 hours prior from that same retailer. The customer service representative said that they too refuse to honor the 30 day refund policy or the warranty which I paid for. I asked to speak to the manager she said that there was not one on site at the time. I asked her name she said the General Managers name is Keith Waldman. At this time I would like best buy to refund me for the cost of the device and the warranty.initially I thought this was an honest mistake and I went to the store to replace the manufactory defective item as it is clear that it came in that manner since 2 stores examined it and found no visible signs of trauma. I do not intend to shop as best buy ever again as I have now learned that policies And warranties are not honored, therefore I want a full refund. My business also has a line of credit with your establishment which I intend to discontinue and no longer do business with Best Buy in order to avoid future headaches.
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