Best Buy ripoff! Do not get Product Replacement Plan. It's not worth it! Stupid Policies that don't work! Minneapolis, Minnesota; Maryland
I am very dissatisfied with the service from Best Buy. I purchased an expensive cordless phone for my friend on September 20th 2003. I decided for her benefit that I would get the Product Replacement Plan. Lately, her phone has had trouble with its buttons. So I said, "No big deal, I got you the Product Replacement Plan. I will initiate a claim." I called Best Buy and told them the situation.
They told me to bring the phone to Best Buy and that I would get a replacement. I went to the store with the phone on December 11 2004, and after waiting in line spoke with a desk clerk and she said, "Oh our computers crashed! Here you call this number to get a voucher."
I called the product replacement plan number on December 12th 2004. At this point I was already starting to feel disatisfied due to the runaround. They said that they would have to send a label out and that I would then have to send the phone in and THEN I would get the voucher for the amount that I paid for the phone. The label did not come.
A week passed, so I called back to ask about the label. They said, "Oh its coming! It was sent out on December 12th. Not to worry." Still, the label never came. I called back on January 3rd. "Oh the label never got sent out! I will have to force the computer to mail you one!" Now its almost two weeks later.
I still have not gotten a label. I called back today explaining to them my bizarre extreme situation. The reps were sympathetic but unhelpful. I was transferred to a supervisor as an attempt to just get the voucher sent out. (It probably would get lost too.) The supervisor was understanding but stood firm on the policy that they had to recieve the phone in order to send me a voucher. I asked if they could make an expection and she said that they never do. I called the store and spoke to a customer service manager. He was in such an advategeous position, that he could not sympathize with me. "Well I've tried it before and its worked great for me." Well good for him! But that still doesn't help me.
Not everyone is going to have the same experience. He even suggested that I call my post office about retrieving my label. What kind of suggestion is that?! Totally Irrelevant! It's besides the point! I am trying to get Besy Buy to do something to get my phone replaced, Hello! The post office is not authorized to get me a new phone! Best Buy is! They are laying the responsibility on me instead of doing anything to resolve it. All they are willing to do is to keep sending labels. Well it isn't working is it? I paid for the PRP and I am not satisfied with the service. They refuse to do anything about my extreme case and help me to get this resolved.
I think their computers are messed up if you ask me. I called to speak to customer relations at Best Buy and still got "We cannot override policy." However, he was sympathizing with what I was going through and saying how he hopes the label comes. I need someone who has the power and authority as well as the willingness to take action and do something to get my phone replaced since the regular policy is not working for me! Someone who is willing to change the policy in my case, since I will not get the phone replaced otherwise. The service I have recieved has been unsatisfactory and is totally unaccceptable! I would not reccomend the PRP to anyone. It is a waste of money.
Janet
Riverdale, Maryland
U.S.A.
6 Updates & Rebuttals
Janet
Riverdale,Maryland,
U.S.A.
Case Closed-Got New Phone-Finally!
#7Author of original report
Mon, February 14, 2005
Hi Guys. I finally received the voucher in the mail on Saturday, Feb 12 and got a replacement phone (Priced Lower) and DVD for my dear friend. She is very happy now.
Janet
Riverdale,Maryland,
U.S.A.
Update multiple attempts
#7Author of original report
Tue, February 08, 2005
Well I finally recieved a label on January 28th. It took multiple attempts tp finally get one. I got in contact with another supervisor who was willing to provide other options for me, but only after he sent out one more label to see if it would make it. Five days later, I recived the label I mentioned above.
I recieved no other label. I shipped the phone from the post office on January 29th. I have been calling Best Buy to see if they have recieved it yet.
I just called them now and they said that they have not recieved the phone yet. Had they got the label to me right the first time, I would have the phone replaced by now. In the meantime my dear best friend is struggling with her temp phone, that is old and doens't work very well.
You can hardly hear her and she can hardly hear others. She really needs her replacement phone bad. At least they are willing to send me a voucher if my phone doesn't arrive in a certain amount of time. Stay tuned everyone.
Janet
Riverdale,Maryland,
U.S.A.
Update multiple attempts
#7Author of original report
Tue, February 08, 2005
Well I finally recieved a label on January 28th. It took multiple attempts tp finally get one. I got in contact with another supervisor who was willing to provide other options for me, but only after he sent out one more label to see if it would make it. Five days later, I recived the label I mentioned above.
I recieved no other label. I shipped the phone from the post office on January 29th. I have been calling Best Buy to see if they have recieved it yet.
I just called them now and they said that they have not recieved the phone yet. Had they got the label to me right the first time, I would have the phone replaced by now. In the meantime my dear best friend is struggling with her temp phone, that is old and doens't work very well.
You can hardly hear her and she can hardly hear others. She really needs her replacement phone bad. At least they are willing to send me a voucher if my phone doesn't arrive in a certain amount of time. Stay tuned everyone.
Janet
Riverdale,Maryland,
U.S.A.
Update multiple attempts
#7Author of original report
Tue, February 08, 2005
Well I finally recieved a label on January 28th. It took multiple attempts tp finally get one. I got in contact with another supervisor who was willing to provide other options for me, but only after he sent out one more label to see if it would make it. Five days later, I recived the label I mentioned above.
I recieved no other label. I shipped the phone from the post office on January 29th. I have been calling Best Buy to see if they have recieved it yet.
I just called them now and they said that they have not recieved the phone yet. Had they got the label to me right the first time, I would have the phone replaced by now. In the meantime my dear best friend is struggling with her temp phone, that is old and doens't work very well.
You can hardly hear her and she can hardly hear others. She really needs her replacement phone bad. At least they are willing to send me a voucher if my phone doesn't arrive in a certain amount of time. Stay tuned everyone.
Janet
Riverdale,Maryland,
U.S.A.
Update multiple attempts
#7Author of original report
Tue, February 08, 2005
Well I finally recieved a label on January 28th. It took multiple attempts tp finally get one. I got in contact with another supervisor who was willing to provide other options for me, but only after he sent out one more label to see if it would make it. Five days later, I recived the label I mentioned above.
I recieved no other label. I shipped the phone from the post office on January 29th. I have been calling Best Buy to see if they have recieved it yet.
I just called them now and they said that they have not recieved the phone yet. Had they got the label to me right the first time, I would have the phone replaced by now. In the meantime my dear best friend is struggling with her temp phone, that is old and doens't work very well.
You can hardly hear her and she can hardly hear others. She really needs her replacement phone bad. At least they are willing to send me a voucher if my phone doesn't arrive in a certain amount of time. Stay tuned everyone.
Christina
Pasco,Washington,
U.S.A.
Stupid policy
#7UPDATE EX-employee responds
Thu, January 20, 2005
I just read your post and I used to sell the "PRP" As a cashier, it is our sole duty to sell these dumb things. They do provide a sense of security and you should have been able to return the phone with no problem. USUALLY it is preferred that the customer call the 1888Bestbuy number to get the voucher...HOWEVER if it is the customer's desire, they CAN bring the phone in and exchange it for a LIKE PRODUCT. I don't know why they didn't let you take the phone back to the store as that is an option for you. I was never told that it was "policy" to have the customer call the 888 number...we returned several hundreds of defective products under the PRP at our store