- Report: #424220
Complaint Review: Best Buy - Mansfield Texas
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Best Buy
2041 Hwy 287 North Mansfield, Texas, U.S.A.
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Best Buy PSP Service Plan is a SCAM Mansfield Texas
*Consumer Comment: Maybe you can renew your service plan?
*Consumer Comment: Maybe you can renew your service plan?
*Consumer Comment: Maybe you can renew your service plan?
*UPDATE EX-employee responds: your service plan is still valid after the exchange
*Author of original report: Still bad service at Best (Worst) Buy
I purchased a new IPOD for $250 plus $60 for a Product Service Plan from the Mansfield, TX Best Buy on February 10, 2007 to give to my wife on Valentine's Day. As luck would have it, 369 days after the purchase, she began to have trouble with the USB connection, which would only work if you hold it in exactly the right position while it synchronizes and charges.
We brought the IPOD back to the Mansfield, TX location and spoke with Tim (too gutless to give his last name). Tim informed us that contrary to what the salesman originally indicated, the Service Plan does not provide for immediate replacement or repair, but that the IPOD must be returned to Apple for exchange; a process which typically takes 5 business days.
I explained to Tim that this was in direct conflict with that which was clearly explained at the time of sale. I further informed Tim of the story told by the salesman where the battery in his wife's IPOD went dead twice during the PSP period and that Best Buy had replaced the unit with one from inventory at the time of each claim, at no charge.
Tim indicated that this was not true and further explained that the 3 year Service Plan would expire upon my surrender of the IPOD and would not continue if the refurbished replacement happened to experience a failure during the remaining 2 years. He said that if I wanted protection on the replacement, which was refurbished, I would have to purchase another 3 year plan.
I expressed my disappointment, told him that this had the appearance of fraud and asked to speak to the manager. Tim informed me that he is the service manager and did not report to anyone else in the store. I took my concern to the cashier and requested the presence of the manager. I was told that there were several store managers, but that Mr. Jackson was the regional manager.
When I requested to speak with Mr. Jackson, I was intercepted by another manager who asked me to repeat the entire sequence of events. She then informed me that Mr. Jackson is not the regional manager, but simply a store manager. Parenthetically speaking, I have never experienced such disorganization, mis information and apparent fraud at Fry's.
Mr. Jackson demonstrated little interest in helping us rectify the situation. Evidently he had more important things on his mind. We left the store frustrated and determined to make this problem known throughout the DFW and Internet community as well as to Best Buy Corporate in Minneapolis.
Since then I have found thousands of similar complaints about Best Buy on the internet. In addition, I have discussed the ills of the Best Buy Service Plan with several customers inside that and two other store locations in the DFW Metroplex and found that many were not likely to purchase such a seemingly worthless and fraudulent plan.
Surprisingly, for a company whose sales are already lagging from the elastic demand of electronics, whose stock price has plummeted by almost 50%, with industry competitors filing bankruptcy and closing stores, I would expect the retail staff at Best Buy to try a little harder to please their customer base.
Unhappy cust
Mansfield, Texas
U.S.A.
We brought the IPOD back to the Mansfield, TX location and spoke with Tim (too gutless to give his last name). Tim informed us that contrary to what the salesman originally indicated, the Service Plan does not provide for immediate replacement or repair, but that the IPOD must be returned to Apple for exchange; a process which typically takes 5 business days.
I explained to Tim that this was in direct conflict with that which was clearly explained at the time of sale. I further informed Tim of the story told by the salesman where the battery in his wife's IPOD went dead twice during the PSP period and that Best Buy had replaced the unit with one from inventory at the time of each claim, at no charge.
Tim indicated that this was not true and further explained that the 3 year Service Plan would expire upon my surrender of the IPOD and would not continue if the refurbished replacement happened to experience a failure during the remaining 2 years. He said that if I wanted protection on the replacement, which was refurbished, I would have to purchase another 3 year plan.
I expressed my disappointment, told him that this had the appearance of fraud and asked to speak to the manager. Tim informed me that he is the service manager and did not report to anyone else in the store. I took my concern to the cashier and requested the presence of the manager. I was told that there were several store managers, but that Mr. Jackson was the regional manager.
When I requested to speak with Mr. Jackson, I was intercepted by another manager who asked me to repeat the entire sequence of events. She then informed me that Mr. Jackson is not the regional manager, but simply a store manager. Parenthetically speaking, I have never experienced such disorganization, mis information and apparent fraud at Fry's.
Mr. Jackson demonstrated little interest in helping us rectify the situation. Evidently he had more important things on his mind. We left the store frustrated and determined to make this problem known throughout the DFW and Internet community as well as to Best Buy Corporate in Minneapolis.
Since then I have found thousands of similar complaints about Best Buy on the internet. In addition, I have discussed the ills of the Best Buy Service Plan with several customers inside that and two other store locations in the DFW Metroplex and found that many were not likely to purchase such a seemingly worthless and fraudulent plan.
Surprisingly, for a company whose sales are already lagging from the elastic demand of electronics, whose stock price has plummeted by almost 50%, with industry competitors filing bankruptcy and closing stores, I would expect the retail staff at Best Buy to try a little harder to please their customer base.
Unhappy cust
Mansfield, Texas
U.S.A.
5 Updates & Rebuttals
Unhappy cust
Mansfield,Texas,
U.S.A.
Still bad service at Best (Worst) Buy
#2Author of original report
Sun, March 21, 2010
I must update the fact that I have been very happy shopping at Frys, as are most of the people I have diverted away from Best Buy. They are particulary responsive when I can catch them in the store during their buying decision process.
Today we went in to try to get service from the 3 year service plan because the iPod will not charge at all. This time they informed us they cannot help because service policy had changed. Now they can't even provide a refurbished unit so they refunded 1/3 of the $60 we originally paid.
Eric Jackson is still the same mediocre manager as before and he is still hiring the same low caliber of people completely lacking any appreciation for the customers who fund their payroll. I am sure Mr. Jackson is still unable to comprehend and appreciate that the net $40 they stole from us has cost his company untold thousands. Even today we cost them the sale of a $1,200 television.
Worse yet, it will continue to cost Best Buy as I am particularly determined to drive business away from companies lacking appreciation for consumers spending.
As always, this will be distributed to Best Buy corporate and throughout the internet community.
Kristy
Beverly Hills,California,
U.S.A.
your service plan is still valid after the exchange
#3UPDATE EX-employee responds
Sun, February 22, 2009
just to clarify some things... Tim is incorrect on Best Buy policy , in the specific case of IPOD's when your outside the MFG Warranty but still under the PSP (Service plan) you can either send in the original ipod to be repaired or you can request a factory refurb model be mailed out to you.. The service plan will continue on that replacement item until it's expiration date (usually 3 or 4 yrs from original date of purchase) the no lemon policy.. states if either the original ipod is sent in for repair 3 times (where parts are changed, not software) then on the 4th repair you can request a no lemon junkout... the store tech creates a repair tag with "no lemon request" in the title and lists the prev service orders where parts have been changed... if approved you will get a brand new Ipod off the sales floor.. (this could mean you originally purchased an 80gb ipod .. but the only one apple makes now is a 120gb) the only "gotacha" here might be having to pay sales tax (either the differance between the sales tax rate at the time of original purchase -vs- what it is today.. or if was purchased in a no sales tax state, but you moved to a state that has a sales tax etc... ) this no lemon policy also applies if you request a factory refurb, it dies, you swap it out again for another factory reburb. then 3 times.. request a no lemon junkout. the reason Tim is probably confused on best buy policy.. is because it's differn't for things like TV's DVD players etc.. if you buy a DVD player .. it dies outside MFG, service center authorizes a new DVD player.. it fulfills the service plan and you need to buy a new plan.. IPOD's used to be the same way, but it was changed to be more customer friendly because customer's were not taking advantage of the rapid exchange for factory refurb program. If you have taken good care of your own IPOD, I would suggest getting it fixed, (even if it means 7-12days without the unit -vs- going with a factory refurb (takes 2-3 days to recieve in the mail) as quality control has been an issue in the past.. I've seen cases where the refurb unit arrives with dents, DOA etc.. it's complex trying to get a refurb you just recieved DOA either sent out to be fixed (or another refurb unit sent out to replace the 1st Refurb unit that's defective ) while your original IPOD exchange is pending service center acceptance in the system (the system thinks your trying to get a 2nd IPOD's for FREE) and locks out any returns/exchanges/repairs/refurb request... until the original Ipod is recieved at the local service & it's condition is changed. meaning 1-3weeks with no ipod for you. it's pointless to argue with moron sales people ... either leave it in to be service, or do the rapid exchange, and if the sales person says you need to buy a new service plan, politely decline and keep the original service plan# if the refurb unit breaks bring it back with the original service plan# to be fixed or to request another Refurb unit... until you qualify for a no lemon. in regards to "the sales person said I'd get a new one on the spot.- you have NO LEGAL case. The sales person could have offered to buy you a new Car if your ipod ever had a problem.. of course they will say you were confused, misunderstood, or flat out lying etc. Written contracts override verbal statements (which are he said.. she said) the service plans are reviewed by a team of 30 attorney's, there is even a clause that states store employees cannot ammend the thing without written approval from the corporate office. that is why the service plan is 100% refundable within the first 30days, (then pro-rated refund, if never used)
Anonymous
Spartanburg,South Carolina,
U.S.A.
Maybe you can renew your service plan?
#4Consumer Comment
Sun, February 15, 2009
I know on most of my service plans I have with Best Buy, I am able to renew later on down the line. Maybe you can renew? Call 1-888-BEST-BUY and see if they offer any kind of help. If you can renew, DO IT, unless you want to spend a few hundred more on a new iPod. Good luck.
Anonymous
Spartanburg,South Carolina,
U.S.A.
Maybe you can renew your service plan?
#5Consumer Comment
Sun, February 15, 2009
I know on most of my service plans I have with Best Buy, I am able to renew later on down the line. Maybe you can renew? Call 1-888-BEST-BUY and see if they offer any kind of help. If you can renew, DO IT, unless you want to spend a few hundred more on a new iPod. Good luck.
Anonymous
Spartanburg,South Carolina,
U.S.A.
Maybe you can renew your service plan?
#6Consumer Comment
Sun, February 15, 2009
I know on most of my service plans I have with Best Buy, I am able to renew later on down the line. Maybe you can renew? Call 1-888-BEST-BUY and see if they offer any kind of help. If you can renew, DO IT, unless you want to spend a few hundred more on a new iPod. Good luck.
