Complaint Review: Best Buy - Aurora Colorado

Have you ever gone into a Best Buy to purchase a product?
Have they told you about their protection plans? Well, if they have, they make it sounds like if anything ever happens, they are there for you to help you fix the problem well, heres my story.

So 2 years ago, I go into the Best Buy @ Lone Tree, store #164 .. and I speak with a girl who tells me that if anything happens to my IPOD Touch they will fix it without a problem, I asked her about the battery, since its not exactly like I can replace it .. she said that they will replace that too Im thinking okay, great. So about 2 months ago, I decided it was time to go ahead and take my iPOD in the battery on it was to the point where I took it off the charger and it would die within an hour .. well, I had just started a new job, one that requires me to have my iPOD on me .. it was part of the hiring process (do you have this product or this or this sure I do). I cant explain the details of it but Im just required to have it on me. So, I took it to Best Buy to have them replace the battery heres how things went.

On April 22nd (my warranty expires on May 2nd) I stepped into the store and went to the customer service desk I sat there with this chick, she was nice, but she wasnt finding my information. I gave her my name that didnt pull up my PSP. I gave her my phone #, that didnt pull up my PSP. I gave her my order # from my original order, that didnt pull
up my PSP, .. sorry, forgot to tell you, a PSP is Best Buys service protection plan every employee keeps track of how many PSPs they sell in a day, or something anyway, so Im sitting with this girl for about half an hour .. and
she finally locates my information, and says shes not sure how it got where it is but she wrote down some information and told me to go to Geek Squad.

So I head over to the Geek Squad desk .. and I talk to the manager there, I had him the ticket the chick handed to me .. and wouldnt you know it  he cant find my information either. I sat for another half an hour watching
this guy search for my information. He finally got it pulled up. Then he tells me Best Buy changed the way they handle the repairs on the iPODs, .. now we just send them back to Apple and let them fix it, and they send it back. I
say okay then he tells me you need to take off your protective case that you paid for. I ask Why? .. he says Because we no longer replace the battery, instead Apple will just ship us back a different refurbished iPod so I ask
him So, youre taking my iPod which I spent time customizing, I took really good care of it, there wasnt a scratch on it and youre going to send it to Apple, and they are going to send me back one that someone else returned to
them? he said yes well, thats not exactly what I had in mind when I purchased my PSP .. I thought they would just replace the battery but now Im finding out that Ill get someone else refurbished iPod to replace my personal
inscribed iPOD that was a birthday gift. Well, I need this for work .. so okay.

So I gave this to them on April 22nd and I followed it on their Geek Squad page. Now, the status on the Geek Squad page remained the same from April 22nd until May 3rd (12 days) it said Geek Squad had yet to even ship it out. Im thinking to myself, why did they provide me with this page if they arent going to do anything with it.
Then I got an e-mail saying it was finished. (even though the page said it still wasnt shipped out) so I went to Best Buy and there was like a certified replacement sticker on the ipod box I got, the guy handed it to me
and told me to have a nice day. I take it home and its dead okay, most of the time when you buy something that has a battery, youve gotta charge it for a certain amount of time first so I throw it on the charger for 24 hours.
After that, I take it off to go load it up with my stuff and spend countless hours downloading all my apps again, and customizing it the way I want, and all this other stuff (nearly 5 hours worth of work into it), and I decide its
time to go ahead and put it into use so I grab my headphones put my ipod in my pocket .. and start listening to music while Im getting stuff done .. after about an hour the music stopped and I was like what is going on .. I pull the
ipod out of my pocket and its dead.

So, now Im upset. They gave me an iPod back that has a battery on it that is just as useless as the one I gave them b up my information ... and then I had to wait nearly 2 weeks for them to get me my iPod back. Well, now Im upset I took it into them for them to fix this problem, and its not fixed. So I e-mail corporate Best Buy and complain they
tell me its not their fault, they complied with all the stuff they needed to comply with and that I can bring it back in again and invest another 2 weeks into it for them to replace it again.

At this point, Im functional in my role at work I need the iPod .. I cant turn around and lose it for 2 weeks for Best Buy to do what should have been done the first time I took it in .. so I tell them that wont work for me. So what Best Buy did was they told me (On June 1st, 2 days to go until the 30 day warranty on the new iPOD is gone) .. this is what
they tell me

I would be more than happy to discuss the possibility of an exception outside the coverage of your protection plan with store management.  I would need a bit of additional information though.  I would need the prior email address and phone number you provided in your original email to Best Buy.  That would allow me to gather all necessary information the store may require before considering an exception.

Great, thats what Im looking for; Im looking for something to replace it now. (or even a loaner or something that I can use while mine is getting fixed, again).

8 days later (5 days after the 30 days is up) heres the
follow up

I do thank you for your patience.  I have discussed the possibility of an
exception with the Aurora, CO store's Customer Solutions Manager.  The manager's name is Shane.  Unfortunately an exception at this time was denied.  Shane said your iPod would need to be submitted through the rapid exchange program for a second time if it is not working as it should.  He confirmed this with the store's General Manager.

And

I took another look through your account and it looks as if
the protection plan for your iPod expired back on 5/2/2011.  There is a 30 day service warranty, but this would have expired as well.  We have reached the point where a second rapid exchange would be a store manager
exception.  Shane had agreed that rapid exchange was the only available option, so I am sure I could have him agree to
an exception.  I would need to discuss it with him though.  Again, I do apologize.

So basically, .. they took just long enough to ensure that I was no longer covered .. then offered me the same thing they had been offering me, which is lose it for 2 weeks again but now hes throwing it out there like hes doing me a favor.  Why would I give them my ipod again I didnt want to deal with this situation a first time, let alone having to deal with it a second time if they had of done what their original PSP plan offered I wouldnt be going through this situation. If
they had of told me Well replace your very well taken care of unit, that only needs a battery .. and were going to replace it with a scratched up iPOD that was created from the working parts of other broken ipods and were going to
give that to you with a dead battery. I wouldnt have purchased the iPOD
there.

So basically, I feel like I got f***ed by Best Buy Ive spent in upwards of $50,000 there .. and I feel like even though I have been INCREDIBLY loyal to them the first chance they got they f*cked me. The least they could do is buy me dinner first, I like to get wined and dined before I GET F*CKED (thanks Cartman)