- Report: #532655
Complaint Review: Best Buy - Tallahassee Florida
Reported By:
Jennifer -
Tallahassee, Florida, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Best Buy
1400 Apalachee Parkway Tallahassee, Florida, United States of America
Phone:
(850) 942-2300
Web:
Categories:
Business Rating:
(0)
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Best Buy Manager will not honor the warranty guarantee made by his salesperson. Tallahassee, Florida
I bought a $500 camera, battery, memory cards and an extended warranty from the Best Buy in Tallahassee in January, 2009. I bought it from Best Buy because of their warranty and the fact that the sales person told us that if we bought it from them and started having issues with it that the store would swap it out. I started having issues with the focus on it and took the camera to them to have it swapped out for a new one. I wasn't trying to get anything other than a replacement of the exact same product. I talked to the Geek Squad person first and he stated that they would have to send it off and it would be gone for 4-6 weeks. I'm a photographer, my son is due any day and my daughter's 1st birthday was in 3 days. This was not an option and it wasn't what we were told when we bought it. He brought over the manager on duty who had to take him in the back room to get the scoop before talking to us. He stated the exact same thing that the Geek Squad guy told us. When I told him what we were told at the time of purchase his comment was "Well that's wrong for the salesperson to tell you and I'm sorry but I can't honor that." After a few minutes he started to walk away from us. I asked if he really was going to just walk away and not help us. He stated that he had told us what he would do and that was the end. My husband asked if there was someone else he could call and we were given the 800 number but were told that they would tell us the same thing. We walked outside and called the 800 corporate number. We talked to a lady named Helen who in turn called the store and the manager told her that if we would come back in he would swap the camera out in the store for us. We walked back inside after only about 10 minutes and approached the manager. He looked at us like he didn't know who we were and when we told him that we were there to swap the camera out as he stated to Helen from Customer Care, he stated that he never said that and he wasn't going to help us. We left that night and went back in to speak with the store manager the next day. This unprofessional man didn't even have the common courtesy to look at me when I talked to him. He kept looking around at everything else but me as I was explaining the issue. He stated that he would send it out and he was sorry that we were told wrong by his salesperson but that he wasn't going to honor that. His only comments the entire time was "That's your opinion" and "You aren't happy because you aren't hearing what you want to hear." I have several issues with this Best Buy: 1) One of your salespeople states to a customer the return policy and while it may be wrong, it's what was told to the customer and you aren't going to honor that. 2) My niece had a camera mess up and went in to the Best Buy in Ft. Myers, Florida and the manager swapped it out for her. 3) The pamphlet for the warranty does not state anywhere on it that an item will be sent away for repair as the manager kept trying to point out to us. 4) Both managers were unprofessional and refused to even assist us with what was told to us by their own employee less than a year before the date that we went back in there. 5) There was an African American woman in there the first night we went in returning at least 5 electronics without a receipt and the manager was jumping all over himself to return these items, however, I feel that because my husband and I are white we were discriminated against. I did not get the respect of the actual store manager looking at me while I was talking to him. 6) The manager stated that the 800 corporate number did not control what he did in his store and that they can't tell him to do anything, therefore he was CHOOSING to not honor what we were told at time of purchase. 7) The manager on duty told Helen from the corporate office whatever it took to get her off of the phone hoping that we were gone so that we would be someone else's problem and he wouldn't have to deal with it. When we went back in to talk to him he didn't have the common courtesy to stop moving tvs that were laying on the floor in order to assist us. I will NEVER buy anything from this store again. Between my husband and I and my inlaws we have purchased 3 cameras, a stove, several laptops, fridge and numerous other items. All have had extended warranties and this is the first (and last) time we have had issues with the warranty. Why would I have paid $137 for a worthless extended warranty if I could have simply shipped my camera off to Nikon for $10? the ONLY reason I bought from Best Buy is because of what the salesperson told us and for both managers to act as if we were the scum of the earth trying to pull something over on them. The store manager stated that the only suggestion he had was for us to buy another camera for over $500 and have him ship off my camera and return the other camera as soon as I get my camera back. The problem that I have with this is that you have only 14 days to return electronics and if my camera takes 4-6 weeks to get back I won't be able to return the new camera. I asked if he would take the new camera back and he said only if I returned it within 14 days. How does that help and how is that honoring what your salespeople are telling your customers? It doesn't and I'm sure that if I was the same color as him and his assistant manager that they would have helped. I'm going to ensure that I tell everyone that I know not to shop in this store and if they do not to trust what the sales people tell you unless you get it in writing. Or if your skin color matches the managers you will be fine. Which is sad for me to think about because I don' t treat people like that and don't expect to be treated like this!!! DO NOT BUY ANYTHING FROM BEST BUY and if you do don't bother with the extended warranty!!
1 Updates & Rebuttals
Scott
Liberty,Missouri,
Virgin Islands (US)
"Service" Program
#2UPDATE Employee
Thu, December 24, 2009
You cover many issues in your complaint and they all sound valid. You never say what camera you bought in Jan. '09 but it sounds like a Nikon D30 Digital SLR, a VERY entry level camera with only a 3 point auto focus. If you are a photographer as you say, you would never have bought this camera because it is too basic and sells only because of its price. I assume your $500 figure referred to the camera alone and not everything you bought.
The "service program" (not a replacement program) covers damage from accidental handling (essentially dropping it), heat, dust, humidity, normal wear & tear, power surge and usage (no different from normal wear & tear). There is also a one time battery replacement that is worth at least $40 of the cost. You just have to remember to call for it before the program runs out. The most important thing for you to know since you are not happy is that the service program can be cancelled if you wish and you will get a pro-rated refund.
I have been in sales and a photographer for about the same amount of time, over 30 years. I have been with BBY for only 8 yrs. and I really believe the "service" programs pay off for the customer. Over 90% of the problems I have seen are photographer problems, not camera problems, sorry.
You can't ship your camera to Nikon for the $10 you claim. UPS ground is over $20 each way and there is an $80/hr (min. 2 hrs) service charge for repairs.
Your reference BBY handling problems based on the color of our customers is simply disgusting and deserves no further comment.
