- Report: #209838
Complaint Review: BEST BUY - Bend Oregon
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BEST BUY
North Highway 97 Bend, 97756 Oregon, U.S.A.
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541-383-5850
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BEST BUY BOGUS warranty, Lost parts, Wasted over an hour of my day! ripoff Bend Oregon
This is the way I see it:
1. I purchased a product from BEST BUY in good faith.
2. I Paid $299 of my hard earned money for said product.
3. I purchased, for an additional $29.99 a "WARRANTY"
4. My product did not work properly, by no fault of my own.
5. I returned said product.
6. Said product could not be repaired due to mechanical defect.
7. I should receive a NEW WORKING product.
Is that not the purpose of a warranty? To have it repaired or replaced??
HERE IS MY STORY..
I had vowed never to shop at best buy again after I was sold a non-working Nokia bluetooth headset and tired to exchange it a week later, but against my better judgement I came back in December 2005 and purchased my husband a $299 Fuji Digital Camera. I was told by the salesman that the warranty is "So Important" and that if anything happened they would replace it immediately. So we got it the "warranty", like idiots.
Over a month ago we brought in the camera as it was not working properly. We were told by geek squad that they would have to send it off, fine. We were hoping to be able to take in on our family trip to Montana later that week, but no such luck.
This week we got a call from Best BUY that the camera was not repairable due to a defect and that we needed to exchange, fine. THIS morning we go into the store with the box and receipt. The perky, yet disorganized customer service girl tells us to go over to Digital Cameras and pick out a new one.
We get there and find none like our camera, the boy in digital cameras says we can pick out accessories to comp the lesser value camera we have picked out. We then proceed back to customer service, after miss perky finally notices we are back she dinks around with some paper work and then is told by some other customer service girl that they cant exchange the accessories to make up for the loss in value.
So back again to Digital cameras, we PICK OUT another camera of the same value, then we are told by the "other girl" we cant have THAT camera, so we get YET another camera (by this time we have been there already for 45mins)!!! We are then told they are on hold because they need an "RA" number to do the exchange, 15 minutes later "geek squad" comes out and says sorry for the wait they got everything squared away and "miss perky" would be right over to do the exchange.
THEN after another 15 minutes we are asked if we have the accessories, NO we gave them to geek squad over a month ago, I left them on the counter with my camera the day I dropped it off. ANOTHER 15 mins later we are told by miss perky and some assistant manager we have to come back the next day and see the manager "DAN" because they cannot find the parts!
AN HOUR and half of my busy day was wasted due to the disorganized and horrendous customer service of this company. In MY hour and a half I was there I witnessed 2 other incidents like my own! My god I cant believe this is how customers are treated!
I own a company. I deal with thousands clients everyday. Word of mouth can make or break any company! It IS NOT my problem that customer service lost the accessories over a month ago!
Right NOW I simply want my defective camera w/ accessories back, ALONG with my $29.99 for the BOGUS warranty. I would rather send my camera back to Fuji directly. I Purchased a Fuji Fine Pix Digital Camera WITH WARRANTY December 2005 from the BEND OREGON store.
Steen
Redmond, Oregon
U.S.A.
1. I purchased a product from BEST BUY in good faith.
2. I Paid $299 of my hard earned money for said product.
3. I purchased, for an additional $29.99 a "WARRANTY"
4. My product did not work properly, by no fault of my own.
5. I returned said product.
6. Said product could not be repaired due to mechanical defect.
7. I should receive a NEW WORKING product.
Is that not the purpose of a warranty? To have it repaired or replaced??
HERE IS MY STORY..
I had vowed never to shop at best buy again after I was sold a non-working Nokia bluetooth headset and tired to exchange it a week later, but against my better judgement I came back in December 2005 and purchased my husband a $299 Fuji Digital Camera. I was told by the salesman that the warranty is "So Important" and that if anything happened they would replace it immediately. So we got it the "warranty", like idiots.
Over a month ago we brought in the camera as it was not working properly. We were told by geek squad that they would have to send it off, fine. We were hoping to be able to take in on our family trip to Montana later that week, but no such luck.
This week we got a call from Best BUY that the camera was not repairable due to a defect and that we needed to exchange, fine. THIS morning we go into the store with the box and receipt. The perky, yet disorganized customer service girl tells us to go over to Digital Cameras and pick out a new one.
We get there and find none like our camera, the boy in digital cameras says we can pick out accessories to comp the lesser value camera we have picked out. We then proceed back to customer service, after miss perky finally notices we are back she dinks around with some paper work and then is told by some other customer service girl that they cant exchange the accessories to make up for the loss in value.
So back again to Digital cameras, we PICK OUT another camera of the same value, then we are told by the "other girl" we cant have THAT camera, so we get YET another camera (by this time we have been there already for 45mins)!!! We are then told they are on hold because they need an "RA" number to do the exchange, 15 minutes later "geek squad" comes out and says sorry for the wait they got everything squared away and "miss perky" would be right over to do the exchange.
THEN after another 15 minutes we are asked if we have the accessories, NO we gave them to geek squad over a month ago, I left them on the counter with my camera the day I dropped it off. ANOTHER 15 mins later we are told by miss perky and some assistant manager we have to come back the next day and see the manager "DAN" because they cannot find the parts!
AN HOUR and half of my busy day was wasted due to the disorganized and horrendous customer service of this company. In MY hour and a half I was there I witnessed 2 other incidents like my own! My god I cant believe this is how customers are treated!
I own a company. I deal with thousands clients everyday. Word of mouth can make or break any company! It IS NOT my problem that customer service lost the accessories over a month ago!
Right NOW I simply want my defective camera w/ accessories back, ALONG with my $29.99 for the BOGUS warranty. I would rather send my camera back to Fuji directly. I Purchased a Fuji Fine Pix Digital Camera WITH WARRANTY December 2005 from the BEND OREGON store.
Steen
Redmond, Oregon
U.S.A.
4 Updates & Rebuttals
Kristy
Beverly Hills,California,
U.S.A.
how to resolve your issue
#2UPDATE EX-employee responds
Sat, September 09, 2006
I am an Ex-Employee of the company.. I'm not going to bother to defend what happened in this case... but to explain to others reading what is going on here ....and then how to resolve your issue.. what's going on here: the PSP extended service plan basically states if an item breaks through normal wear they will fix it & if they can't be fixed.. they will replace it with a comparable model "feature for feature" (not based on price, but not more then I don't remember check the psp plan details) "the sales person lied to me and said if anything goes wrong I'd get a new one on the spot.." I saw very few sales people at the store I worked at outright lie to a customer (this is something the company would fire an employee for doing although it probably happens).. more common is they would be vague or not clarify What the service plan covers.... under the pentagon's "don't ask.. don't tell" policy.. even if the sales person outright lied to you IT DOES NOT MATTER.. it's hearsay.. (unless you have an audiotape of the conversation) Best Buy gives all customers a copy of the PSP Service contract outlining all the details (which most customers don't both to read and a 30day full refund, after that pro-rated) so advice to others READ PAPERWORK don't trust what a sales person says.. along this lines.. when you leave in a camera for repair spend 5mins and READ what your signing.. and when you pickup your camera and it's unrepaired.. Yes you MUST SIGN that your picking it up.. (otherwise the store won't give you your camera back) but cross out "has been repaired to my satisfaction" and both you & the geek agent inital it.. it's the same with in-home repairs.. if you can't read the form because the photocopy is blurry don't sign it.. these are LEGAL written contracts that outweight verbal statements.. Best Buy has a team of 20 attorney's that have reviewed every word on the forms.. if you leave a 1gb memory card in with your camera for repair.. it should say 1gb mem card.. on the service form.not "mem card" (which would imply the factory supplied 32mb card) if it's wrong .. get the geek agent to reprint out the form with the correct info.. if you don't and later complained you only got a 32mb card back instead of 1GB.. guess what? you signed it saying "mem card"... you got back the mem card that the camera MFG ships with the unit..you have no case.. The PSP Exchange process you spent $299 for a camera that's say a 4MP in December 2005 ago say..the current sell price of that specific model is $199.. you can directly exchange for the exact same model.. if your model is no longer being made.. then you can exchange for another 4MP model from any manufacture.. say the 4MP camera you want to replace it with costs $179 you do NOT GET ("up to your purchase price" meaning another $120 in free stuff to make up to $299) if you decided to upgrade to a say a $500 ... I can't remember if they use the "current" selling price of $199 or what you paid of $299 - read the contract.. "come back and speak to DAN.. and they are waiting to get an RA#" the customer service person your dealing with is probably a new hire and doesn't fully understand Best Buy policy.. I would have asked to speak with the customer service manager.. (CSM) at that time.. an RA (return authorization# is NOT needed in this case because you sent the item in for repair and the service center approved a junkout for you to get a new unit.. so tell them an RA# is NOT needed (they are only needed for Product replacement plans.. not Product service plan exchanges in which the service center has already approved -it looks like in your case the geek agent set her straight behind the scenes) the reason she is resisting doing the exchange is because you don't have the accessories... now what MIGHT be an issue here is if the service order does NOT list any accessories on it.. and says just the camera was left in.. then you might have a BIG problem because both YOU & the geek agent signed this document agreeing what was left in, the condition of the unit etc.. but if the service order did show the accessories in question then I don't see why they are not doing the exchange.. "come in tommorrow.. to speak with the manager DAN" Best Buy always has a Manager on Duty (MOD) they should be able to resolve ANY issue that happens in the store during there shift.. asking a customer to come back another day to speak to a specific manager shouldn't be needed.. the only time this should happen is say the "services" manager tells you NO.. and you want to speak to the general manager and that person is not around.. OK... what to do about this situation you have a choice.. ask for the broken camera back unrepair.. and get a PRO-RATED refund of the service plan (probably $15 - like Car insurance.. if you cancel early pro-rated no full refund) -and the MFG Fuji might.. or might not help you.. (they could have 90days labor 1yr parts) anyways this is NOT RECOMENDED because best thing fuji would do is fix your old camera, not give you a new one.. which best buy is proposing to do.. What I would do: go back to the store.. and ask "DAN" how we resolve this situation and get a new camera exchanged at the store.. then don't shop at best buy in the future.. regarding your statement "word of mouth can make or break a company" every year the store budgets get higher and basically every year the stores meet them.. in addition .. word of mouth old hurts small businesses.. because the reality is that best buy is building a ton of new stores in China.. with 1 billion new customers the only solution is to STOP shopping at the retailer.. but many of you reading this will probably be waiting in line for hours "the day after thanksgiving" for some $1200 laptop reduced to $400 as a doorbuster (of course you won't leave the store without paying much more that the advertised price - details closer to thanksgiving in november)
Kristy
Beverly Hills,California,
U.S.A.
how to resolve your issue
#3UPDATE EX-employee responds
Sat, September 09, 2006
I am an Ex-Employee of the company.. I'm not going to bother to defend what happened in this case... but to explain to others reading what is going on here ....and then how to resolve your issue.. what's going on here: the PSP extended service plan basically states if an item breaks through normal wear they will fix it & if they can't be fixed.. they will replace it with a comparable model "feature for feature" (not based on price, but not more then I don't remember check the psp plan details) "the sales person lied to me and said if anything goes wrong I'd get a new one on the spot.." I saw very few sales people at the store I worked at outright lie to a customer (this is something the company would fire an employee for doing although it probably happens).. more common is they would be vague or not clarify What the service plan covers.... under the pentagon's "don't ask.. don't tell" policy.. even if the sales person outright lied to you IT DOES NOT MATTER.. it's hearsay.. (unless you have an audiotape of the conversation) Best Buy gives all customers a copy of the PSP Service contract outlining all the details (which most customers don't both to read and a 30day full refund, after that pro-rated) so advice to others READ PAPERWORK don't trust what a sales person says.. along this lines.. when you leave in a camera for repair spend 5mins and READ what your signing.. and when you pickup your camera and it's unrepaired.. Yes you MUST SIGN that your picking it up.. (otherwise the store won't give you your camera back) but cross out "has been repaired to my satisfaction" and both you & the geek agent inital it.. it's the same with in-home repairs.. if you can't read the form because the photocopy is blurry don't sign it.. these are LEGAL written contracts that outweight verbal statements.. Best Buy has a team of 20 attorney's that have reviewed every word on the forms.. if you leave a 1gb memory card in with your camera for repair.. it should say 1gb mem card.. on the service form.not "mem card" (which would imply the factory supplied 32mb card) if it's wrong .. get the geek agent to reprint out the form with the correct info.. if you don't and later complained you only got a 32mb card back instead of 1GB.. guess what? you signed it saying "mem card"... you got back the mem card that the camera MFG ships with the unit..you have no case.. The PSP Exchange process you spent $299 for a camera that's say a 4MP in December 2005 ago say..the current sell price of that specific model is $199.. you can directly exchange for the exact same model.. if your model is no longer being made.. then you can exchange for another 4MP model from any manufacture.. say the 4MP camera you want to replace it with costs $179 you do NOT GET ("up to your purchase price" meaning another $120 in free stuff to make up to $299) if you decided to upgrade to a say a $500 ... I can't remember if they use the "current" selling price of $199 or what you paid of $299 - read the contract.. "come back and speak to DAN.. and they are waiting to get an RA#" the customer service person your dealing with is probably a new hire and doesn't fully understand Best Buy policy.. I would have asked to speak with the customer service manager.. (CSM) at that time.. an RA (return authorization# is NOT needed in this case because you sent the item in for repair and the service center approved a junkout for you to get a new unit.. so tell them an RA# is NOT needed (they are only needed for Product replacement plans.. not Product service plan exchanges in which the service center has already approved -it looks like in your case the geek agent set her straight behind the scenes) the reason she is resisting doing the exchange is because you don't have the accessories... now what MIGHT be an issue here is if the service order does NOT list any accessories on it.. and says just the camera was left in.. then you might have a BIG problem because both YOU & the geek agent signed this document agreeing what was left in, the condition of the unit etc.. but if the service order did show the accessories in question then I don't see why they are not doing the exchange.. "come in tommorrow.. to speak with the manager DAN" Best Buy always has a Manager on Duty (MOD) they should be able to resolve ANY issue that happens in the store during there shift.. asking a customer to come back another day to speak to a specific manager shouldn't be needed.. the only time this should happen is say the "services" manager tells you NO.. and you want to speak to the general manager and that person is not around.. OK... what to do about this situation you have a choice.. ask for the broken camera back unrepair.. and get a PRO-RATED refund of the service plan (probably $15 - like Car insurance.. if you cancel early pro-rated no full refund) -and the MFG Fuji might.. or might not help you.. (they could have 90days labor 1yr parts) anyways this is NOT RECOMENDED because best thing fuji would do is fix your old camera, not give you a new one.. which best buy is proposing to do.. What I would do: go back to the store.. and ask "DAN" how we resolve this situation and get a new camera exchanged at the store.. then don't shop at best buy in the future.. regarding your statement "word of mouth can make or break a company" every year the store budgets get higher and basically every year the stores meet them.. in addition .. word of mouth old hurts small businesses.. because the reality is that best buy is building a ton of new stores in China.. with 1 billion new customers the only solution is to STOP shopping at the retailer.. but many of you reading this will probably be waiting in line for hours "the day after thanksgiving" for some $1200 laptop reduced to $400 as a doorbuster (of course you won't leave the store without paying much more that the advertised price - details closer to thanksgiving in november)
Kristy
Beverly Hills,California,
U.S.A.
how to resolve your issue
#4UPDATE EX-employee responds
Sat, September 09, 2006
I am an Ex-Employee of the company.. I'm not going to bother to defend what happened in this case... but to explain to others reading what is going on here ....and then how to resolve your issue.. what's going on here: the PSP extended service plan basically states if an item breaks through normal wear they will fix it & if they can't be fixed.. they will replace it with a comparable model "feature for feature" (not based on price, but not more then I don't remember check the psp plan details) "the sales person lied to me and said if anything goes wrong I'd get a new one on the spot.." I saw very few sales people at the store I worked at outright lie to a customer (this is something the company would fire an employee for doing although it probably happens).. more common is they would be vague or not clarify What the service plan covers.... under the pentagon's "don't ask.. don't tell" policy.. even if the sales person outright lied to you IT DOES NOT MATTER.. it's hearsay.. (unless you have an audiotape of the conversation) Best Buy gives all customers a copy of the PSP Service contract outlining all the details (which most customers don't both to read and a 30day full refund, after that pro-rated) so advice to others READ PAPERWORK don't trust what a sales person says.. along this lines.. when you leave in a camera for repair spend 5mins and READ what your signing.. and when you pickup your camera and it's unrepaired.. Yes you MUST SIGN that your picking it up.. (otherwise the store won't give you your camera back) but cross out "has been repaired to my satisfaction" and both you & the geek agent inital it.. it's the same with in-home repairs.. if you can't read the form because the photocopy is blurry don't sign it.. these are LEGAL written contracts that outweight verbal statements.. Best Buy has a team of 20 attorney's that have reviewed every word on the forms.. if you leave a 1gb memory card in with your camera for repair.. it should say 1gb mem card.. on the service form.not "mem card" (which would imply the factory supplied 32mb card) if it's wrong .. get the geek agent to reprint out the form with the correct info.. if you don't and later complained you only got a 32mb card back instead of 1GB.. guess what? you signed it saying "mem card"... you got back the mem card that the camera MFG ships with the unit..you have no case.. The PSP Exchange process you spent $299 for a camera that's say a 4MP in December 2005 ago say..the current sell price of that specific model is $199.. you can directly exchange for the exact same model.. if your model is no longer being made.. then you can exchange for another 4MP model from any manufacture.. say the 4MP camera you want to replace it with costs $179 you do NOT GET ("up to your purchase price" meaning another $120 in free stuff to make up to $299) if you decided to upgrade to a say a $500 ... I can't remember if they use the "current" selling price of $199 or what you paid of $299 - read the contract.. "come back and speak to DAN.. and they are waiting to get an RA#" the customer service person your dealing with is probably a new hire and doesn't fully understand Best Buy policy.. I would have asked to speak with the customer service manager.. (CSM) at that time.. an RA (return authorization# is NOT needed in this case because you sent the item in for repair and the service center approved a junkout for you to get a new unit.. so tell them an RA# is NOT needed (they are only needed for Product replacement plans.. not Product service plan exchanges in which the service center has already approved -it looks like in your case the geek agent set her straight behind the scenes) the reason she is resisting doing the exchange is because you don't have the accessories... now what MIGHT be an issue here is if the service order does NOT list any accessories on it.. and says just the camera was left in.. then you might have a BIG problem because both YOU & the geek agent signed this document agreeing what was left in, the condition of the unit etc.. but if the service order did show the accessories in question then I don't see why they are not doing the exchange.. "come in tommorrow.. to speak with the manager DAN" Best Buy always has a Manager on Duty (MOD) they should be able to resolve ANY issue that happens in the store during there shift.. asking a customer to come back another day to speak to a specific manager shouldn't be needed.. the only time this should happen is say the "services" manager tells you NO.. and you want to speak to the general manager and that person is not around.. OK... what to do about this situation you have a choice.. ask for the broken camera back unrepair.. and get a PRO-RATED refund of the service plan (probably $15 - like Car insurance.. if you cancel early pro-rated no full refund) -and the MFG Fuji might.. or might not help you.. (they could have 90days labor 1yr parts) anyways this is NOT RECOMENDED because best thing fuji would do is fix your old camera, not give you a new one.. which best buy is proposing to do.. What I would do: go back to the store.. and ask "DAN" how we resolve this situation and get a new camera exchanged at the store.. then don't shop at best buy in the future.. regarding your statement "word of mouth can make or break a company" every year the store budgets get higher and basically every year the stores meet them.. in addition .. word of mouth old hurts small businesses.. because the reality is that best buy is building a ton of new stores in China.. with 1 billion new customers the only solution is to STOP shopping at the retailer.. but many of you reading this will probably be waiting in line for hours "the day after thanksgiving" for some $1200 laptop reduced to $400 as a doorbuster (of course you won't leave the store without paying much more that the advertised price - details closer to thanksgiving in november)
Kristy
Beverly Hills,California,
U.S.A.
how to resolve your issue
#5UPDATE EX-employee responds
Sat, September 09, 2006
I am an Ex-Employee of the company.. I'm not going to bother to defend what happened in this case... but to explain to others reading what is going on here ....and then how to resolve your issue.. what's going on here: the PSP extended service plan basically states if an item breaks through normal wear they will fix it & if they can't be fixed.. they will replace it with a comparable model "feature for feature" (not based on price, but not more then I don't remember check the psp plan details) "the sales person lied to me and said if anything goes wrong I'd get a new one on the spot.." I saw very few sales people at the store I worked at outright lie to a customer (this is something the company would fire an employee for doing although it probably happens).. more common is they would be vague or not clarify What the service plan covers.... under the pentagon's "don't ask.. don't tell" policy.. even if the sales person outright lied to you IT DOES NOT MATTER.. it's hearsay.. (unless you have an audiotape of the conversation) Best Buy gives all customers a copy of the PSP Service contract outlining all the details (which most customers don't both to read and a 30day full refund, after that pro-rated) so advice to others READ PAPERWORK don't trust what a sales person says.. along this lines.. when you leave in a camera for repair spend 5mins and READ what your signing.. and when you pickup your camera and it's unrepaired.. Yes you MUST SIGN that your picking it up.. (otherwise the store won't give you your camera back) but cross out "has been repaired to my satisfaction" and both you & the geek agent inital it.. it's the same with in-home repairs.. if you can't read the form because the photocopy is blurry don't sign it.. these are LEGAL written contracts that outweight verbal statements.. Best Buy has a team of 20 attorney's that have reviewed every word on the forms.. if you leave a 1gb memory card in with your camera for repair.. it should say 1gb mem card.. on the service form.not "mem card" (which would imply the factory supplied 32mb card) if it's wrong .. get the geek agent to reprint out the form with the correct info.. if you don't and later complained you only got a 32mb card back instead of 1GB.. guess what? you signed it saying "mem card"... you got back the mem card that the camera MFG ships with the unit..you have no case.. The PSP Exchange process you spent $299 for a camera that's say a 4MP in December 2005 ago say..the current sell price of that specific model is $199.. you can directly exchange for the exact same model.. if your model is no longer being made.. then you can exchange for another 4MP model from any manufacture.. say the 4MP camera you want to replace it with costs $179 you do NOT GET ("up to your purchase price" meaning another $120 in free stuff to make up to $299) if you decided to upgrade to a say a $500 ... I can't remember if they use the "current" selling price of $199 or what you paid of $299 - read the contract.. "come back and speak to DAN.. and they are waiting to get an RA#" the customer service person your dealing with is probably a new hire and doesn't fully understand Best Buy policy.. I would have asked to speak with the customer service manager.. (CSM) at that time.. an RA (return authorization# is NOT needed in this case because you sent the item in for repair and the service center approved a junkout for you to get a new unit.. so tell them an RA# is NOT needed (they are only needed for Product replacement plans.. not Product service plan exchanges in which the service center has already approved -it looks like in your case the geek agent set her straight behind the scenes) the reason she is resisting doing the exchange is because you don't have the accessories... now what MIGHT be an issue here is if the service order does NOT list any accessories on it.. and says just the camera was left in.. then you might have a BIG problem because both YOU & the geek agent signed this document agreeing what was left in, the condition of the unit etc.. but if the service order did show the accessories in question then I don't see why they are not doing the exchange.. "come in tommorrow.. to speak with the manager DAN" Best Buy always has a Manager on Duty (MOD) they should be able to resolve ANY issue that happens in the store during there shift.. asking a customer to come back another day to speak to a specific manager shouldn't be needed.. the only time this should happen is say the "services" manager tells you NO.. and you want to speak to the general manager and that person is not around.. OK... what to do about this situation you have a choice.. ask for the broken camera back unrepair.. and get a PRO-RATED refund of the service plan (probably $15 - like Car insurance.. if you cancel early pro-rated no full refund) -and the MFG Fuji might.. or might not help you.. (they could have 90days labor 1yr parts) anyways this is NOT RECOMENDED because best thing fuji would do is fix your old camera, not give you a new one.. which best buy is proposing to do.. What I would do: go back to the store.. and ask "DAN" how we resolve this situation and get a new camera exchanged at the store.. then don't shop at best buy in the future.. regarding your statement "word of mouth can make or break a company" every year the store budgets get higher and basically every year the stores meet them.. in addition .. word of mouth old hurts small businesses.. because the reality is that best buy is building a ton of new stores in China.. with 1 billion new customers the only solution is to STOP shopping at the retailer.. but many of you reading this will probably be waiting in line for hours "the day after thanksgiving" for some $1200 laptop reduced to $400 as a doorbuster (of course you won't leave the store without paying much more that the advertised price - details closer to thanksgiving in november)
