Best Buy - Olympia/Tacoma stores Nicole, Olympia store mgr fraudulent deceptive business practice bait switch honor extended warranty refusal identity name Internet
Best Buy engages in incredibly deceptive business practices:
I purchased a Panasonic Lumix model ZS5 in mid-2010. The Tacoma Store cashier urged me to purchase the extended warranty for more $. Although I was reluctant to do so, the salesman persuaded me to buy it on the strength of his representation that unlike the mere manufacturer's warranty (only 1-year) the longer extended warranty wouldn't involve having a long wait for a 'repair'. He represented that if anything went wrong during the extended warranty period, the store would simply replace/swap the defective item.
Now, 2 years later, I called the Olympia store (talked to 'Nicole', mgr, who would NOT provide her last name, nor would any others I spoke with in half a dozen phone calls to Best Buy except for 'Leeland Leone' @ their Olympia Store) and was told Best Buy couldn't guarantee whether they would repair or replace. When I protested this was at odds with what I'd been told when purchasing the extended warranty, I was told Best Buy altered the terms of these warranties when it chose. I reminded the employee that such a move was a breech of contract and a deceptive business practice (bait & switch, fraud, and effectively theft).
Not only did all but one (Leeland) Best Buy employee insist on remaining anonymous (1st name only) but despite the fact Best Buy records phone calls, each hung up when informed I would do the same. Finally, Leeland offered to SELL me a 3rd party battery charger to replace the defective one at a 'discount'--i.e. $20 instead of the normal $40 @ Best Buy. A quick check of Amazon.com revealed the same 3rd party charger sold there for $26. Mr. Leone also argued that although the charger was part of the Lumix ZS5 retail box purchase, it was an 'accessory', hence was NOT covered under Best Buy's deceptive extended warranty. I responded by pointing out it was a well settled point of law in such instances (insurance polices, contracts of adhension, etc.) that unless the SIGNED contract/agreement/policy specifically EXCLUDED the item/condition (e.g. in a home owner policy, unless 'floods' or 'earthquakes' are specifically excluded in the language, not merely omitted, they are construed, in law, to be INCLUDED!) that any ambiguities or omissions were interpreted in favor of the consumer, not the party drafting the contract of adhesion.
Bottom line:
1) Best Buy employees won't adequately identify themselves to be held accountable for their representations.
2) Best Buy employees either lie about what a consumer will receive in the way of service with an extended warranty, or claim (when relied upon) such commitments (replace instead of send off for repairs requiring a waiting period that wasn't agreed to/bargained for) or that the company alters the terms of the warranty without the consent/knowledge of the purchaser.
3) Best Buy records incoming calls but quails at the prospect of the caller doing so.
This consumer intends to launch an investigation of Best Buy's deceptive business practices and publish the results including any audio recordings of the same. This company is DIRTY! Readers are invited to go to: http://www.amicuscuria.com/wordpress to read updates into this big box con job and ripoff of consumers by searching for 'best buy' when you get to the site, Mason County Blog
9 Updates & Rebuttals
Pinbalwyz
Shelton,Washington,
USA
Excuses
#10Author of original report
Mon, July 04, 2011
Yep, and a good one at that! The defense rests.
Ramjet
Somewhere,Michigan,
U.S.A.
Of course
#10Consumer Comment
Sun, July 03, 2011
Of course you have an excuse why your anonymity is different.
Pinbalwyz
Shelton,Washington,
USA
business anonymity
#10Author of original report
Sun, July 03, 2011
Best Buy, in fact, has ALL that information you mentioned. I might add (at the risk of pointing out the obvious), I'm not transacting business or in a business relationship with YOU
Ramjet
Somewhere,Michigan,
U.S.A.
But yet
#10Consumer Comment
Sun, July 03, 2011
But, yet you choose to remain anonymous here. What do you have to hide? How about posting your name, address and phone number?
Does the decision to remain anonymous only go in one direction?
Hmmmm
Pinbalwyz
Shelton,Washington,
USA
'Nicole' No Names @ Best Buy
#10Author of original report
Sun, July 03, 2011
It sounds so reasonable when you tell it. Perhaps Best Buy should issue their employees paper bags to wear over their heads? That'd make shopping there attractive. But the facts belie this argument that customers are simply too dangerous to engage in transparent business dealings.
You can find the following final passage at http://amicuscuria.com/wordpress/?p=2159
'Jeremy Guo' in the Olympia Best Buy store Geek Squad dept. stated on 7-1-11 that no 'Nicole' had been working in the store for at least a week and she was NOT a 'manager' or 'assistant manager'. Yet hear 'Nicole' on 6-29-11 @ 6:11pm give IMPLIED CONSENT (despite protestations) by continuing the conversation after being notified it was recorded, along with effectively admitting she'd claimed to be a manager, although not the "only" manager there by clicking HERE.
By going there and clicking on 'HERE', you can hear the conversation with Best Buy employee 'Nicole', which Jeremy says is impossible because 'Nicole' hadn't been at work for a week. The pertinent question becomes: If Best Buy employees will hide and lie about their identity, what else will they lie about?--the terms of Best Buy's warranties or how reliable their products might be? It opens up a big can of worms of possibilities, doesn't it?...one consistent with other complaints about Best Buy found on ripoffreport.com cut from the same warp and weave.
Ken
Greeley,Colorado,
USA
No Last names??
#10Consumer Suggestion
Fri, July 01, 2011
I have also worked in retail, and seldom gave customers my last name, in person or on the phone.
There is no good reason to do so and many VERY good reasons for NOT doing so.
An irate customer may look up where you live and come by to confront you at your home...not a good scene at all.
Next, it makes NO DIFFERENCE WHATSOEVER what a salesperson/cashier tells you about a contract, by law, the contract verbiage takes precedence.
I had one customer go where I worked on a saturday, my day off, and demand my name and home phone number because he said I didn't do his repair properly and the unit still didn't work. He said he knew when he picked it up that it couldn't have been fixed as he had purposely not brought in some necessary connectors for testing it. (We kept these in stock for testing).
When I came in Monday, he was at the door, came in slammed the item on the counter and said he wanted to know why I refused to talk to him Saturday. (He was a medical doctor). I asked him if he would like to be called at home on his day off....no answer.
He and I went to my work area, where I connected his unit up, using our interface, placed some jumpers in the back in place of his equalizer and wow, it worked....he forgot to hook up the other necessary unit at home.
All he said was, "Well if I could have talked to you saturday I wouldn't have had to go through all this would I?
Incidentally, a handout we give to the customers, specifically addresses this kind of problem when re-connecting.
To summarize, I wouldn't have given you my last name either, but would have attempted to help you or refer you to someone who could....Oh, I DON'T work for Best Buy. :)
IntheKnow
New Jersey,USA
Why do YOU Shop there?
#10Consumer Suggestion
Fri, July 01, 2011
Dear OP:
First, I'm on your side.
Second, for someone as intelligent as you are, why are you shopping at Worst Buy?
Third, the "salespeople," especially the cashiers, are NOT experts in extended service plans, er, Geek Squad Black Tie Plans. If your purchased a "2-year replacement plan," what you ACTUALLY got was a YEAR 2 replacement plan for all failures/damage and a year 1 plan for damage only. If the camera didn't work in year 1, Geek Squad would mail it out to be repaired by the MFR. Your terms and conditions state that the mfr is liable under their warranty and the plan doesn't replace the MFR warranty. Any "sales" person speak is HERESAY. We know it as nonsense - YES - just about every statement from a "sales" person contains AT LEAST one misrepresentation.
This is why the laws tend to "Buyer Beware" as we all have choices and are not forced to buy anything. Plus, there is a cancellation period to get the plan refunded.
Many "complaint" websites detail like practices. Also, there is an informational site, mycustomerwins, that details some of the practices you encountered.
Pinbalwyz
Shelton,Washington,
USA
Yes, it was worth the PRINCIPLE of honest dealings
#10Author of original report
Thu, June 30, 2011
You might try reading the update at:
http://amicuscuria.com/wordpress/?p=2159
in the comments to the article.
Best Buy's Consumer Relations specialist (Paula) agreed with every point I made, your lack of comprehension regarding legitimate business practices notwithstanding. After some time spent discussing the particulars, she arranged to have the charger replaced and a complaint (filed by HER) against the offending employees who suggested Best Buy could alter/pick & choose which terms of the contract they wished to honor. You'd do well to work the the wireless companies--they'd like your style of thinking on the matter. Most Americans do not. Perhaps you missed class that day? Try reading the Uniform Commercial Code, or Washington State's statutes prohibiting deceptive business practices. Even grade schoolers understand what a 'done deal' is. They also have names for those who renege on them. What you're urging is tolerating what's tantamount to fraud and theft. I'd love to hear your take if your insurance company pulled the same stunt when you suffered a loss. What I purchased was effectively an insurance policy against loss of function of the electronics at issue. NOTHING excused Best Buy from honoring the terms of that contract. The ONLY competent Best Buy rep I spoke with (Paula) agreed. Like you, the others were clueless and too incompetent to be working for Best Buy.
sillyrob
USAAre you really complaining about a $26 charger?
#10Consumer Comment
Thu, June 30, 2011
There is nothing defective about your unit, according to you, the only problem is a charger. It could have been damaged a lot of ways, including neglect on your part. You should also read before you sign, because I'm sure it stated on your contract that Best Buy has the right to change the terms at any time. They're not stupid, they're going to cover their asses. Just buy a d**n charger for $26 and stop bitching at the internet over it. At the end of the day, is it really worth all the arguing and stress?