Complaint / Review
Best Buy
Bestbuy store policy bogu reviews

Wow!
We love your new 3DS (we have three). I just ran into a problem that I had with a Nintendo 3DS Prepaid Card. I purchased two of the cards on 06/05 in anticipation of the eshop at BEST BUY. On the big day I couldn't get one of the cards to work. I obtained an error 005-5837 indicating the web service was down. The second card worked great start to finish.
I called Best Buy and was advised that if I returned the card with the receipt that they would give me a replacement card.

I drove to Best Buy where they confirmed the card was defective. Now for the ICKY part.

The Best Buy employees including the manager (Jamie) advised that the store policy prohibited the exchange or refund on this item.
One of the employees called the main office to resolve the issue. After the employee dialed the phone he handed the phone to me. I traversed the electronic directory then waited approximately 15 minutes before a male advised that he would send a gift card that I would receive in the next one to two weeks in the mail.

I am shocked that Nintendo, which has a stellar reputation in products and services, would create a liason with a company which has demonstrated such a poor method of problem resolution. The point I would like to make is that, not only was the local Best Buy not willing or able to resolve the problem in a timely manner, but the Best Buy "Main Office" was also incapable of resolving the issue in a timely manner.

Based on my experience with the Best Buy in Farmington N.M., I intend to contact the Better Business Bureau to file a complaint.

In my research I discovered that this defective card is not an isolated incident as revealed by the web site GameFAQs.com. For the record it is not the defective card which caused me frustration. It was the inability of the merchant to make good on the product which they acknowleged was defective.

Obviously I will not be purchasing additional Nintendo 3DS cards from Best Buy. Could you please advise me what other merchants will be distributing these items?

In addition when I advised the local manager I was recording our conversation she FREAKED out. Wonder why? Illegal recording only applies when neither person involved in the conversation knows it is being recorded. Do they get any training in management schoooooooooooool?