How Best Buy Cheated Me *Consumer suggestion *REBUTTAL
This report is in response to the poor customer service ethics and unfair policies of Best Buy. In January 2001, I purchased a Samsung DVD player with cash at the Poughkeepsie, NY location.
My husband & I used it once without incident but on every subsequent attempt, the player would not function.
On March 30th, I spoke with the Poughkeepsie store manager, Josh, and explained I wanted to exchange the defective DVD player for a working one. I was quoted their 30 day return/exchange policy and was bascially told nothing would be done to help me.
It is apparent that Best Buy does not stand behind anything they sell. The DVD player is quite obviously defective, Best Buy sold a faulty product and they should replace it.
I understand that retailers must have policies, but my situation was unique and required individual consideration and professional discretion.
Unsatisfied with the store's effort, or lack of effort, I called the National Customer Service line. I went up the ranks and spoke with 3 people, all gave me the same response. There was nothing they could do.
I was told the only people who could change a policy were the president, Brad Anderson and the CEO Richard Schultz. Neither of them take calls nor answer mail. I am stuck with a product that basically never worked, in essence Best Buy stole the money I paid for this DVD player.
Best Buy has a complete and utter lack of compassion and disregard the entire concept of true customer service. It is obvious they have no concern for individual customers. They do not empower any of their associates to "just say yes".
I feel completely cheated. All I want is a DVD player that works.
3 Updates & Rebuttals
"Well, you wouldn't be having this product if you had purchased the service agreement
#40
Sun, September 02, 2001
This email is a rebuttal to RipOff #5021.
It was sent by Mrs. A at nofriendofjackie@yahoo.com.
How Best Buy Cheated Me *Consumer suggestion *REBUTTAL (#5021)
They filed the following rebuttal to the above Rip-Off Report:
Their email: nofriendofjackie@yahoo.com
Their name: Mrs. A
Their phone number: n/a
Their relationship to the company: Consumer Suggestion
Rebuttal:
I have Best Buy's answer: "Well, you wouldn't be having this product if you had purchased the service agreement!!!!"
Here is it, folks: BEST BUY and others like the (a la Circuit City) sell electronics AND SERVICE AGREEMENTS. If it doesn't work, they don't care; they got your money before you took it out the door. If you expect any kind of customer service, either buy the service agreement or spend your
money someplace where they stand behind their goods. I promise that without a service agreement, BB, CS & the others will do nothing.
That "What a great buy!" DVD player has turned into "Oh, why did I??????" If you'd paid a few extra bucks and bought from WalMart or Kmart, for example, you might have had better luck--they aren't so ridiculously inflexible based on my experience (though they are becoming moreso as they now start to offer their own maintenance agreements!)
These days I buy the cheapest possible electronics with no service agreements. Which is better, a $199 TV with no warranty that lasts two years or a $239 TV and $65 service agreement that lasts three? I always like to get new stuff, anyway, right? The cabinet styles and colors change every so often and I like to keep up with the times.
Of course nobody should be concerned with the environmental damage we are doing by building all these cheap and disposable products we are using to fill the landfills. Or should we??????????
Why did you wait 3 months
#40
Sat, September 01, 2001
This email is a rebuttal to RipOff #5021.
It was sent by @Rebuttal_Name@ at ares@logantele.com.
How Best Buy Cheated Me *Consumer suggestion (#5021)
They filed the following rebuttal to the above Rip-Off Report:
Their email: ares@logantele.com
Their relationship to the company: Consumer Suggestion
Rebuttal:
I am just wondering one thing. Why did you wait 3 months to try to return the dvd player if it never worked. Their return policy is clearly stated on your recite
Your purchase is still applicable under the year warrenty ..
#40
Thu, April 26, 2001
This email is a rebuttal to RipOff #5021.
It was sent by someone at fred@flintstone.com.
How Best Buy Cheated Me (#5021)
They filed the following rebuttal to the above Rip-Off Report:
Their email: fred@flintstone.com
Rebuttal:
Advocate is not really what I am but only had a few choices so it worked.
Your purchase is still applicable under the year warrenty that the manufacturer supplies with the product. Just check your paperwork and/or the phone number on the back of the product and let the company know so they can assist you.
This is by no means saying that Best Buy is fantastic and the least they could have done is advise you to contact the company who made the product.
Hope this helps.