- Report: #405342
Complaint Review: BEST BUY - Sherman Oaks California
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BEST BUY
4500 Van Nuys Blvd Sherman Oaks, 91403 California, U.S.A.
Phone:
818-501-0933
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BEST BUY Refused to Honor Nintendo DS lite Warranty w/receipt!! Sherman Oaks California
I live only 6 blocks from a very nice Best Buy store in Sherman Oaks. This store was approved by our city council despite the major congestion it causes to our area.
I went to the store to do something I thought would be easy. My 6 year old sons Nintendo DS lite was not working properly. Since the salesman assured me NO problem they will take back within 2 years when I purchased on August 19th, 2008.
The problem was my 6 year old tore off the serial number off the back of the machine. WE were not aware that was the only serial number. I think a smarter place would have been etched under the battery..but what do I know?
I spoke with the store clerk, asst, manager, and finally the manager who appeared to be very inexperienced dealing with customers. HE told me that it was a STATE LAW that he could not return my item. Even though I had a receipt which clearly labled a Cobalt and black DS and the serial number was on the receipt. He indicated to me that perhaps I could have "switched" them? I said I do not think I did that since I just bought this item 4 months ago in your store and the item appeared to be fairly new.
I am very disappointed that I bought the DS at Best Buy, got ripped off into buying the extended warranty which in the end the DID NOT HONOR.
I know times are tough for Best Buy but treating your customers who have a receipt like a black market iimporter is not very good customer service.
I would be interested in entering a class action suit against Best Buy and will NEVER buy another item for anyone ever. They have lost thousands from me as well.
Pamela
Sherman Oaks, California
U.S.A.
I went to the store to do something I thought would be easy. My 6 year old sons Nintendo DS lite was not working properly. Since the salesman assured me NO problem they will take back within 2 years when I purchased on August 19th, 2008.
The problem was my 6 year old tore off the serial number off the back of the machine. WE were not aware that was the only serial number. I think a smarter place would have been etched under the battery..but what do I know?
I spoke with the store clerk, asst, manager, and finally the manager who appeared to be very inexperienced dealing with customers. HE told me that it was a STATE LAW that he could not return my item. Even though I had a receipt which clearly labled a Cobalt and black DS and the serial number was on the receipt. He indicated to me that perhaps I could have "switched" them? I said I do not think I did that since I just bought this item 4 months ago in your store and the item appeared to be fairly new.
I am very disappointed that I bought the DS at Best Buy, got ripped off into buying the extended warranty which in the end the DID NOT HONOR.
I know times are tough for Best Buy but treating your customers who have a receipt like a black market iimporter is not very good customer service.
I would be interested in entering a class action suit against Best Buy and will NEVER buy another item for anyone ever. They have lost thousands from me as well.
Pamela
Sherman Oaks, California
U.S.A.
5 Updates & Rebuttals
oldtech
Ohio,United States of America
basic rules
#2UPDATE EX-employee responds
Wed, June 02, 2010
I have had to explain the "no serial number" problem many times. The serial number is the only way to track the history of any piece. I realize it was just a kid's mistake, and there was no mal-intent here, but the fact remains that without the serial number there is no way to tell how old the unit might be, or even where it was purchased.
It's an unfortunate reality that people will try anything to get something free and that you are a victim of safeguards put into place to prevent this.
Had it been your car, and someone had removed the VIN numbers before your transmission exploded, neither the manufacturer nor the dealer would not replace the car or transmission without being able to see the VIN. Yes we are talking about a cheap gaming device and not a car, but the principle is the same. If stores start replacing everything without regard to where the unit came from or how old it is, they'd be out of business.
I was in a service center and I can assure you that people are trying to get things replaced all the time without serial numbers, units that were dropped, had spills in them, smashed pieces.....and when we couldn't just charge our stores thousands of dollars daily to give away free product, the same customer cry was heard.................."BEST BUY doesn't back up their products!"
Don't know about the laws there, but being an aux cop now, I can tell you that when I see no serial number, that means "STOLEN PIECE". Again that's not your situation but that's why things are handled the way they are.
Cire2282
Branch,Michigan,
U.S.A.
What Did You Expect?
#3Consumer Comment
Sun, May 23, 2010
You can't blame anyone but yourself for not understanding the warranty. What do you expect them to do, when you can't prove that is the one you bought from them? My suggestion is to teach your son to take better care of his stuff.
Edgeman
Chico,California,
U.S.A.
I agree, although...
#4Consumer Comment
Sun, January 11, 2009
While I agree that the Best Buy employee can't exchange the device, I do fault Nintendo for being so cheap with affixing the serial number. When that plastic cover is removed, they are so easy to rub off.
Iseeyou
Nowhere,California,
U.S.A.
Legal Thoughts
#5UPDATE EX-employee responds
Sun, January 11, 2009
I'm curious if the original poster of the complaint understood two legal issues here. First off was the issue already posted, "ignorance is not bliss". What's more interesting, however, is that possession of a any unit or device with it's serial number removed, tampered, or otherwise defaced is a violation of California law. I don't have the exact text or section of California Code available off hand, but I assure you it is in the books.
Dane
Anchorage,Alaska,
U.S.A.
ignorance is no excuse
#6UPDATE Employee
Sun, December 28, 2008
It is stated very clearly in the protection plan documentation that if a serial number has been tampered with the protection plan will not be honored.if you can find the box for the DS, the serial number is on it. but even then the DS could still have been switched. I do not think it is against the law though, that seems silly. You can return the protection plan and get a prorated amount back. It is your fault for not bothering to know exactly what is covered. "WE were not aware that was the only serial number. I think a smarter place would have been etched under the battery" complain to Nintendo about that.
