Complaint Review: Best Buy - Broomfield Colorado

Best BuyWorst Buy

Where has the customer service gone in this great country of ours? I received a Digital Video Camera for Christmas from my girlfriend, which cost over $800 including the PERFORMANCE GUARANTEE plan. I had the use of my camera for January, February, and part of March 2002. The new camera then died on me. I figured since we paid almost $200 extra for the service plan that I would be taken care of.

Well, I was wrong. I was told that the camera must be sent in, and that it could take up to three months to get serviced. I then frequently went into the Best Buy Broomfield to check on the status of my camera. I was told that they had no idea where my camera was. Only after much persistence, I found out that my camera was sitting in at a Best Buy service area and was waiting to be sent out. This lasted a couple of weeks. Why was it waiting to be sent out?

Finally two months after I sent the camera in I received my camera back. One problem, it still did not work. During this time I missed two vacations, and several graduations. I could have gotten all of this if I had my camera working.

So, I proceeded to go back to Best Buy to see what type of solution they could offer. The answer was none. I was told that I would have to resend my camera back to the service area and go through the process once again.

What a rip off, what good is the performance guarantee plan, I asked? I was told that if I did not have this plan then I would have to pay for all the repairs and shipping. Wow, pretty rough you must be thinking, and it's not over yet.

I sent my camera out for the second time to get repaired. I also called the Best Buy Corporate and spoke to Marcus Benson (952) 947-2000 who is a corporate consumer relation. I told him that I felt that I have been a victim of fraud. I felt as though I was sold an $800 camera that was a lemon. I was told that it was Best Buys policy to handle repairs in this manner and that he would send out a $100 gift certificate for my troubles.

I knew this was not a solution but at least it helped ease the pain. I was also told that if the camera were to break down again, then Marcus would get me a brand new camera. I was satisfied with this solution even though I had missed another vacation and now a wedding.

So finally after almost two more months of "servicing" my camera I got it back. The only problem is that it still did not work correctly. This was the last straw. I spent over $800 on a camera almost nine months ago. I had the camera a total of two months where is has worked correctly. Seven months of servicing is not acceptable.

When I went into Best Buy Broomfield for the last time I was told once again that I would have to send off the camera for servicing, and that it was Best Buys policy not to replace that camera until I have sent it in four times. Stephan was on duty as Manager at the time.

His "solution" to the problem was for me to purchase another camera from Best Buy that I could use while my lemon was being repaired for the third time, and that I would get a refund on the second camera when I received my first camera back in working condition.

So, they want me to spend more money at a place that has been nothing but a nightmare to begin with. I don't think so. I have put in several calls to Marcus Benson at Best Buy Corporate with no reply. I still don't have a camera, but only a bad taste in my mouth for a company that should have some corporate responsibility. Best Buy...Not even close.

Unhappy former customer,

Dustin M. Block

Superior, Connecticut