Best Buy sells defective merchandise, doesn't honor return policy Minneapolis Minnesota
I received on December 24 an Apple I-Pod 30GB media player as a gift. Upon unpackaging, the item's cosmetic condition was not perfect, but this was not of concern.
In the beginning of January, well within their limits for returns/exchanges, I began using the item and noticed a slight performance issue that should not be present in a $300 product. After approximately a week of use, I returned to the place of purchase. With regular use the item had received small scratches from coming into contact with pocket change.
Their customer service identified the performance issue then examined the item to find a small imperfection in a piece of metal casing and immediately accused me of abusing the item. I went all the way to management, who not only didn't budge but were also flippant and accusatory.
This item by its nature is subject to cosmetic wear, but for them to find a tiny imperfection and blame me for a problem that was present when it came out of the box is unacceptable.
Local Apple Store will offer repair or replacement in the case that the performance issue persists AND Best Buy continues to refuse exchange. In the meantime, they have given me a list of changes I can make to the item that might resolve the problem though there is no guarantee the issues are temporary.
Apple Technical Support inspected the item 1/17/07 and advised NOTHING has been done to the item's exterior casing that could possibly cause any performance issues. Best Buy's asessment is not founded on any knowledge of the product, but since the purchaser paid cash for this item, there is no recourse.
Ryan
Durham, North Carolina
U.S.A.
1 Updates & Rebuttals
Kristy
Beverly Hills,California,
U.S.A.
how to get a new ipod from best buy
#2UPDATE EX-employee responds
Sat, February 10, 2007
how to get best buy to accept the return..
first lets be honest. you admitted in your posting above you damaged the ipod (came into contact with some coins in your pocket and caused some scratching) and that it was perfect when it came out of the box. but because you (under your definition) consider that to be normal wear and unrelated to the performance problem.. you would like Best buy to accept the exchange, which they refuse to do because there 30day return is for "like new condition" and they are saying it's not.
the only way to resolve this problem is to buy a brand new factory sealed Ipod from another retailer. one that doesn't record serial numbers like apple stores do. then return that factory sealed item to best buy. then return the slightly scratched one to the other retailer.
lastly since you paid cash for the item. and it's over $250 you will NOT get cash back. but a check from the corporate office in about 2 weeks.