Best Buy customer service SUCKS

iamlowsound · #1 08-04-2008, 12:47 PM

About 6 months ago I bought an ipod touch from Best Buy with a 2 year service/exchange plan. A few months ago the headphone jack stopped working, which isn't too big of a deal to me because I mainly use it in my stereo and car, both of which use the USB adapter. Yesterday I got around to transferring my music off of it so that I could go and exchange it today. Today I drive the hour it takes to get to the closest Best Buy. When I get there they tell me that they can't exchange it, because in the first year I have to send it back to Apple. WHAT WAS THE POINT OF ME BUYING THE EXCHANGE PLAN? I argue with the returns person for a bit before asking for the manger, I get the same run around from him. Honestly, how hard is it to grab another unit off the shelf and exchange the two?

I drove home and called apple, guess what? They are closed for the holiday Monday. I don't mind dealing with Apple, because they have a great reputation, but I am done buying anything at Best Buy. They don't do the best thing for their customers. Don't shop there.

lowsound

**Jerose** · #2 08-04-2008, 12:51 PM

Yeah I had a problem with my iPod video a few years ago and sent it back to Apple for a refund. 2 days later I had a brand new iPod in my hands that worked perfectly, with no money out of my pocket towards the replacement. Having that Apple warranty works just fine. Three years later I still have that iPod and it still works perfectly.

The Best Buy/Circuit City warranties are like $50 or something too. Crazy.

**cheezewiz** · #3 08-04-2008, 12:53 PM

I hear ya there, I bought a washer and dryer from Best Buy last year. When they delivered, the crew damaged the dryer unloading it. The head guy told me that he would just leave the dryer with me, so I had one, then I should call the store, tell them what happened, and they'd send me a new one and take the damaged one back. Lets just say it didn't work out that way. I had to actually BUY a new dryer from them, and they credited me with the return about 3 weeks after they got it back, and because it was on sale at that time, didn't credit me the full amount. I got sick of fighting with them and eventually gave up, losing about $50 in the process.

fenderhutz · #4 08-04-2008, 12:53 PM

Welcome to the world of fine print.

Vic Winters · #5 08-04-2008, 12:58 PM

It's possible that the Best Buy warranty is like the GC warranty. It takes over when the manufacturer warranty expires. Read your receipt and it should explain it.

KeithBMI · #6 08-04-2008, 01:04 PM

Today is a holiday?

Then why am I *ahem* working?

DWBass · #7 08-04-2008, 01:07 PM

Does that plan kick in after the Apple warranty expires? Is it an 'extended' service plan?

fenderhutz · #8 08-04-2008, 01:25 PM

Their customer service doesn't suck, your attention to detail does

No offense.

They did exactly what their warranty states they will do.

iamlowsound · #9 08-04-2008, 01:42 PM

Quote:

Originally Posted by KeithBMI

Today is a holiday?

Then why am I *ahem* working?

In Canada it is.

lowsound

grayhawk1853 · #10 08-04-2008, 02:11 PM

When did Best Buy get a customer service department? I haven't been in on for ten years for that very reason.

Pilgrim · #11 08-04-2008, 03:20 PM

The OP is a reminder why it pays to read the fine print. The situation may be unfortunate, but they followed the terms of the contract - and it IS a contract.

This is also a reason that when I buy such devices, I staple the receipt to the warranty info and drop it in an accordion file along with the Owner's Manual. Then if I have a warranty issue, I can grab the papers and check my coverage before I take action.

I have about five different accordion files at home - one for the House, one for General Manuals and warranties, one for Electronics, one for Musical Instruments, and one for Photographic Equipment. I can easily find the manual, warranty info, parts list and other info for stuff I bought in the 1980's.

Visirale · #12 08-04-2008, 03:24 PM

I haven't liked best buy since a few years ago when an off-duty sheriff from another county got a store manager and said he saw me put something into my pocket and they made me go into the security office

. I should have made a case against them for that...

mike_v_s · #13 08-04-2008, 03:27 PM

Quote:

Originally Posted by Visirale

I haven't liked best buy since a few years ago when an off-duty sheriff from another county got a store manager and said he saw me put something into my pocket and they made me go into the security office

. I should have made a case against them for that...

Many stores like that have a slush fund for "bad stops" like you described. I had a friend whose job it was to monitor individuals. If he made a poor judgement call, stopped aguy and made the accusation, his job was to get the customer to sign a release. He was allowed to negotiate the terms, within reason....I think his cap was about $5000 before a lawyer had to get called.

Mike

iamlowsound · #14 08-04-2008, 03:29 PM

I actually did read the fine print and it doesn't say anything about me having to go through Apple for the first year. It actually says that they handle repairs on site.

lowsound