Go Back  The Hull Truth - Boating and Fishing Forum > BOATING FORUMS > Dockside Chat
Reload this Page >

Think about buying from best buy? think again...

Notices

Think about buying from best buy? think again...

Old 05-23-2007, 11:32 PM
  #1  
Senior MemberCaptains Club Member
Thread Starter
 
Join Date: Apr 2005
Location: michigan
Posts: 244
Default Think about buying from best buy? think again...



I am writing this in order to share my experience with Best Buy Extended service plan for cell phones.

I purchased two cell phones in 2005 both Samsung PM-8200 one blue phone one silver phone



Paid best buy $543.18 for two phones and two $39.99 2 year Cell PSP plans.



Well last month one phone would not ring anymore it would just vibrate.

The other phone stopped working soon after. No Speakerphone or speaker as well.



I took the phones to the best buy store where we purchased them from

and was told they no longer exchange defective phones in the store.

You have to call 1-888-BESTBUY



So we went home and I called.

½ hour on hold after pressing 2 to get the REAL person operator.

I get transferred from there to….

You guessed it… a Call center in India.

They took my name address etc. CREDIT CARD INFO so they could bill me in case I did not ship the old broken phones back within fifteen days.

I did not want ANYONE overseas to have my credit card info but they insisted I could not use their exchange without it.



They shipped 2 phones to us via UPS 2 day shipping

When they arrived I noticed that they were

Two plain white box REFURBISHED Samsung SCP-5500 Series phones
( I had 8200 series did they send lower model?)


They are all scratched with a white powder, no instructions, just a charger cord.

I install the battery and flip the phone open only to have the top screen fall out on both of them



Great… call back 1-888 best buy and go thru the same 2 hour process.
Same call center in India.
They said to ship the phones back again and they would send me two more phones.



The second set of phones arrived today. Same white box refurbished garbage.


This time the antennas are busted off at the base.
I know they usually unscrew but these were sheared at the base.

and the other has a busted battery clip so the battery wont stay on.


Call back to best buy put on hold, can't get any form of upper management help.


Tried for hours to get any form of USA based Best Buy Support to no end.


Get transferred around for 2 more hours, right back to the call center in India.


They won't send me any more phones until they get the four junk phones they have already sent.


Now I don't have any cell phone that works and now playing the see if the Refurbished junk works game.


Anyone have any ideas for recourse?

I will not shop at best buy again is the first step, letting others know that they are being screwed over is another.


Bill
I know some of the people on this board are harsh and judgmental, but just wait till you have to spend 8-10 hours on a phone to India when your best buy extended service plan item breaks..
And yes I have pictures.




billnuts is offline  
Old 05-24-2007, 12:37 AM
  #2  
Senior Member
 
Join Date: Nov 2006
Location: Mobile, Al.
Posts: 1,245
Default Re: Think about buying from best buy? think again...

billnuts, sorry to hear of your troubles. I have had to use the extended service plan twice on my big screen with very favorable outcomes both times. Hope you get this all resolved to your satisfaction.

Lee
Domino Effect is offline  
Old 05-24-2007, 01:36 AM
  #3  
Senior MemberCaptains Club MemberPLEDGER
 
Join Date: Dec 2004
Location: Not in Texas
Posts: 10,213
Default Re: Think about buying from best buy? think again...

You have exceeded "reasonable" attempts to get Best Buy to perform. This is what small claims court is for. If you have a wait to get into court that goes for weeks, I'd consider buying phones elsewhere and seeking a total refund for the Best Buy phones and the extd warranty, or the cost of the replacement phones purchased elsewhere.
Eyeball is offline  
Old 05-24-2007, 01:44 AM
  #4  
Senior MemberCaptains Club Member
 
Join Date: Jan 2007
Location: On The Tenna Sea
Posts: 6,212
Default RE: Think about buying from best buy? think again...

Hey man, I don't want to make you mad or add to your problems, but why won't you send the junk phones back for replacement?

I can tell you from over 28 years in the mail order business you are perfectly safe using your credit card to take care of situations like this. You have zero liablity for fraudulent charges, and you can reverse a charge on a merchant by simply informing your credit card issuer you have had a problem with a transaction where your credit card number was given over the phone, the internet, or via mail. No ifs ands or butts. Trust me, as I have been on both sides of that particular fence both personally and in my business.

I had a similar problem with Cingular in regard to having a phone replaced that was less than two weeks old. I'll spare you the details, but they gave me more crap than even you got as to replacing the damm phone even when I was headed on an offshore fishing trip and was out of state when my phone crapped out altogether. I couldn't even retrieve phone numbers which I simply could not do without at that point in time as I had several people to meet up with while in Florida.

I ended up paying them over $400 for a Motorola Razor with the understanding I would return it to my local store in TN when I returned as they would not give me a replacement when I went to a company store. I had to fight with a supervisor in their main office just to be able to buy the new phone at full retail with the understanding I could return it within 30 days to my home store.

Fast forward... to three weeks later when the replacement phone arrived. It too was a remanufactured phone with missing parts like the little spring which keeps the back of the damm phone from falling off. When I went by the Cingular company store here in Oak Ridge, TN they told me I would have to contact their warranty dept once again despite the fact they had several phones like mine in stock. Not only that, they refused to refund my money for the Razor I bought in Florida! This despite my having the name of the person in their main office who told me this would be no problem.

I ended up taking the phone back to the store in Bradenton, FL who did refund my money with no questions asked other than asking for the receipt.
TN FREEBIRD is offline  
Old 05-24-2007, 06:19 AM
  #5  
Senior MemberCaptains Club Member
 
Join Date: Sep 2006
Location:
Posts: 3,389
Default Re: Think about buying from best buy? think again...

Thanks for the warning. I favor dealing direct with phone companies rather than through a middle man. After almost 10 yrs with Verizon, I have few if any complaints.
DrJim is offline  
Old 05-24-2007, 07:49 AM
  #6  
Senior MemberCaptains Club Member
 
Join Date: Jun 2006
Location: The MRE
Posts: 2,754
Default Re: Think about buying from best buy? think again...

best buy = worst.service.ever.


i think all the price competition with walmart, costco, et al has cut into their margins, so they seem very unwilling to take back returns. and when they do they make it a huge pain in the arse!

but circuit city is in the same situation yet i've never had a problem with them when making a return.

costco is the best. while they may not have the geeks in the store to help you make selections, they will take back ANYTHING as long as you have a receipt. i took back a digital camera nearly 3 months after i bought it. costco didn't blink.
happyjack92 is offline  
Old 05-24-2007, 08:40 AM
  #7  
Senior MemberCaptains Club Member
 
Join Date: Apr 2003
Location: Raleigh, NC USA
Posts: 651
Default RE: Think about buying from best buy? think again...

Sorry for your problems. To be a country that is becoming a service based economy instead of manufacturing based, we sure have a lack of service. I also highly recommend Costco for most purchases. They have long had a no time limit, no reason, return policy. If for any reason at any time, you are not satisfied, bring it back for a full refund, no questions asked. You don't even have to have your receipt, as they have your purchase recorded in their computers. They just recently changed this for electronic items. Exceptions: Televisions, projectors, computers, cameras, camcorders, iPOD / MP3 players and cellular phones must be returned within 90 days of purchase for a refund.
seahawg is offline  
Old 05-24-2007, 08:50 AM
  #8  
Senior MemberCaptains Club Member
 
Join Date: Jan 2007
Location: On The Tenna Sea
Posts: 6,212
Default Re: Think about buying from best buy? think again...

jwkennedy92 - 5/24/2007 7:49 AM

best buy = worst.service.ever.

If Best Buy is worst they've taken over the top spot from Circuit City as far as customer service goes, but I won't expand on this thread.

I've never made a major purchase through Best Buy so I have no personal basis for comparison. One thing is for sure, customer service is not what it used to be in most places. It's a shame you have to resort to being an a$$hole just to get them to do what they are supposed to do in the first place.

Try being polite when you get a cold meal after waiting an hour for it and finding your chicken red in the middle. You'll get another meal in whatever time it takes. Be an a$$hole and you'll get the meal for free.

Looks to me like a lot of businesses are encouraging us all to be a$$holes where we are normally not nor do we want to be. Could be the source of a lot of problems for everyone these days.
TN FREEBIRD is offline  
Old 05-24-2007, 08:59 AM
  #9  
Senior MemberCaptains Club Member
 
Join Date: Jun 2001
Location: CT
Posts: 18,360
Default Re: Think about buying from best buy? think again...

I have had very bad experiences with Best Buy also. There return policy was quite complicated and a very hard sell on those service plans - I think I said no 10 times and when they got derogatory (basically - why not, are you stupid) I walked....I buy the cheapest phone that gets good reception from Verizon and they seem to be fine. Extended service plans are in general not worth it in my opinion. I guess if you have to buy exoctic hi tech stuff you gotta go there or circuit city - Walmart Sears and mail order firms seems to meet my limited hi technology entertainment needs well.

Sorry to hear - good luck!
LI Sound Grunt is offline  
Old 05-24-2007, 09:11 AM
  #10  
Senior Member
 
Join Date: Apr 2007
Location:
Posts: 157
Default Re: Think about buying from best buy? think again...

LI Sound Grunt - 5/24/2007 8:59 AM

...and a very hard sell on those service plans...
A little off topic, but.... I luv when the clerk asks you if you want to buy an extended warranty for 29 bucks or so on a $30 dollar item. Yeah, I'll take two, such a great deal!

ohiost90 is offline  
Old 05-24-2007, 09:54 AM
  #11  
Senior MemberCaptains Club MemberPLEDGER
 
Join Date: Aug 2001
Location: West Carolina
Posts: 21,936
Default Re: Think about buying from best buy? think again...

I haven't stepped foot in a Worst Buy in over 8 years and have no future plans to do so.
Shag is offline  
Old 05-24-2007, 10:01 AM
  #12  
Senior MemberCaptains Club Member
 
Join Date: Jul 2004
Location: Gulf of Maine & Casco Bay
Posts: 2,403
Default RE: Think about buying from best buy? think again...

This is why we are supposed to be dealing with the small neighborhood guy......
but you know for him to compete...... $$$$

After a like situation .... I happily spend my money at my local Cingular store where I can deal face to face!
Dantilu is offline  
Old 05-24-2007, 10:17 AM
  #13  
Senior MemberCaptains Club Member
 
Join Date: Jun 2006
Location: The MRE
Posts: 2,754
Default Re: Think about buying from best buy? think again...

TN FREEBIRD - 5/24/2007 8:50 AM

jwkennedy92 - 5/24/2007 7:49 AM

best buy = worst.service.ever.
If Best Buy is worst they've taken over the top spot from Circuit City as far as customer service goes, but I won't expand on this thread.
yeah, i'm sure it varies from store to store. but at least from my experience based on the two different circuit city stores in maryland that i've gone to for the better part of 20 years, the service has always been very good.


as for the "local guys" that someone else mentioned, i agree...IF you can find them. most of them have already been run out because we all wanted to save an extra $10 on a $150 television.
happyjack92 is offline  
Old 05-24-2007, 10:52 AM
  #14  
Senior MemberCaptains Club Member
 
Join Date: Jan 2007
Location: On The Tenna Sea
Posts: 6,212
Default Re: Think about buying from best buy? think again...

ohiost90 - 5/24/2007 9:11 AM

LI Sound Grunt - 5/24/2007 8:59 AM

...and a very hard sell on those service plans...
A little off topic, but.... I luv when the clerk asks you if you want to buy an extended warranty for 29 bucks or so on a $30 dollar item. Yeah, I'll take two, such a great deal!
I don't want to offend anyone with this statement, but extended warranties are only additional dealer profit in EVERY case based on statistics of failure rates.

You can bet your Bayliner they make money on those warranties or they wouldn't offer them. Chances are you will be the loser when you buy one.
TN FREEBIRD is offline  
Old 05-24-2007, 11:03 AM
  #15  
Senior MemberCaptains Club Member
 
Join Date: Jan 2007
Location: On The Tenna Sea
Posts: 6,212
Default RE: Think about buying from best buy? think again...

Big Mojo - 5/24/2007 10:01 AM

This is why we are supposed to be dealing with the small neighborhood guy......
but you know for him to compete...... $$$$

After a like situation .... I happily spend my money at my local Cingular store where I can deal face to face!
I hate to burst your bubble on the Cingular deal as I too am a specialty business owner who knows what it's like to compete with the big guys who have no idea what it is they are selling and no idea of what customer service really is.

Cingular stores are just storefronts for their corporate headquarters who calls all the shots. You'll find that out if you ever have a problem with your phone after 30 days.

I couldn't even separate our family call plan when the wife and I were on the outs without doing it through their main office by phone. The local store was kind enough to let me use their phone to make the call. Fifteen minutes of being placed on hold after 37 button presses had me head for the door asking them what their purpose was in that store.

One of the many problems I incurred when I mentioned the earlier experience with a bad phone came as a result of that being the 3rd phone I had been through with Cingular since switching to them. When I went to their store in Florida, they pulled up my account on their computer and told me the phone I had was not one I bought from them!!!

Apparently the folks in my local store screwed up and it looked like I still had the first phone I had purchased from them which was a high dollar mini-PC deal complete with a pullout keyboard. What a piece of junk that turned out to be. When I explained I was on my second Razor after that wizphone, he told me the Razor was out of store replacement warranty even though I had owned it for less than two weeks!!! Their warranty period on a replacement phone begins as of the date you bought the very first phone!!!

I told that guy this would be the same as my trading cars at the local Chevy dealer when mine was about to run out of warranty. Two weeks later, my new car blows up... "Sorry Mr. Register, your warranty on your new car picked up from the date you bought the one you traded in." DUH!!!!!!! He did confirm that I would have NO warranty on a replacement phone that was actually brand new if it was a replacement for a phone which had crapped out on the 30th day!!!

I hate to put more rain on your parade about your cell phone warranty replacement probems, but I bet you will run into the same deal with your "new" phone.
TN FREEBIRD is offline  
Old 05-24-2007, 11:24 AM
  #16  
Senior MemberCaptains Club Member
 
Join Date: Apr 2005
Location: Georgia
Posts: 166
Default RE: Think about buying from best buy? think again...

Go on EBAY and buy a "cheap" phone that supports your service. Keep it as a spare. All it takes is to call and program it. I went through a similar situation, trying to get a phone fixed under warranty. Never again.
"The first time its your fault. The second time its my fault...for letting it happen" .




Cat3347 is offline  
Old 05-24-2007, 12:01 PM
  #17  
Senior MemberCaptains Club MemberPLEDGER
 
Join Date: Dec 2001
Posts: 11,836
Default RE: Think about buying from best buy? think again...

You'd better post those pics.....the crowd here is notoriously quick to label you a troll without pictorial proof.
Here is my advice.....
Call the BB store and ask to speak to the store manager. Not an assistant, but the manager only. Tell them you are on the way to see him or her. Take all the phones and correspondence along with you, and once there calmly tell your story. Ask for a complete and total refund for the $543.18 along with any shipping you had to pay for sending the defective phones back. Be firm and pleasant but insistent.....ask the manager to put themself in your place and see what the response is. The store can refund your money.....or if nothing else, have the corporate office cut you a check.
The manager has the authority to satisfy a customer.....believe me, I know. Over 12 years in retail management has shown me that they do.
If for some reason the manager does not accommodate you, then ask for the name, telephone number, and address of their direct supervisor--usually this will be some sort of district or regional manager. Call them and tell them what has happened.
If they display a toll-free customer service number at the service desk, call that as well.
In my experience(I worked for K-Mart and Toys-R-Us), once regional or that customer service number was called, the matter got taken care of.
If you go the small claims route, be prepared to wait a long time and plan on spending many hours of your time in the process.
Good luck and hope you are successful.
Wolakrab is offline  
Old 05-24-2007, 03:21 PM
  #18  
Senior MemberCaptains Club Member
 
Join Date: Oct 2006
Posts: 1,508
Default Re: Think about buying from best buy? think again...

In 2001 or 2002 I bought a laptop with a Best Buy extended service contract. I had the computor in for repairs 6 times between August '04 and Dec '04. Each service required 2-3 weeks to complete. After the 6th failed attempt to repair the laptop, I was informed that my warrenty had now expired but he would give me 200 off of a new laptop. Nice warrenty........ Ultimate Electonics customer service is the only way to go.
Cousin Eddie is offline  
Old 05-24-2007, 03:30 PM
  #19  
Senior MemberCaptains Club Member
 
Join Date: Jan 2007
Location: On The Tenna Sea
Posts: 6,212
Default RE: Think about buying from best buy? think again...

Wolakrab - 5/24/2007 12:01 PM

You'd better post those pics.....the crowd here is notoriously quick to label you a troll without pictorial proof.
Here is my advice.....
Call the BB store and ask to speak to the store manager. Not an assistant, but the manager only. Tell them you are on the way to see him or her. Take all the phones and correspondence along with you, and once there calmly tell your story. Ask for a complete and total refund for the $543.18 along with any shipping you had to pay for sending the defective phones back. Be firm and pleasant but insistent.....ask the manager to put themself in your place and see what the response is. The store can refund your money.....or if nothing else, have the corporate office cut you a check.
The manager has the authority to satisfy a customer.....believe me, I know. Over 12 years in retail management has shown me that they do.
If for some reason the manager does not accommodate you, then ask for the name, telephone number, and address of their direct supervisor--usually this will be some sort of district or regional manager. Call them and tell them what has happened.
If they display a toll-free customer service number at the service desk, call that as well.
In my experience(I worked for K-Mart and Toys-R-Us), once regional or that customer service number was called, the matter got taken care of.
If you go the small claims route, be prepared to wait a long time and plan on spending many hours of your time in the process.
Good luck and hope you are successful.
First, anybody who is too lazy to verify claims of seeing something on eBay has no reason to complain about the possibility of someone being a troll, not saying that you were complaining.

Your advice is sound to a point where this issue is concerned. Your biggest obstacle may be that Best Buy uses an independent company who they sell their extended warranties through. I would think this would be the case. If so, Best Buy is not your problem in this scenario.

I was an assistant manager for about a year in K-Mart, long enough for me to know I needed to be someplace else, and you are absolutely right that sometimes all it takes is asking for the phone number for the district or regional manager. You will often get the satisfaction you want, but not the number.

Maybe I missed it, but why do you have a problem sending the phones back for replacement? I'm sure the folks at Best Buy will have the same question.
TN FREEBIRD is offline  
Old 05-24-2007, 05:21 PM
  #20  
Senior MemberCaptains Club Member
 
Join Date: Jun 2001
Location: CT
Posts: 18,360
Default Re: Think about buying from best buy? think again...

AND NOW THIS JUST IN

Best Buy Accused of Overcharging Buyers
By STEPHANIE REITZ, Associated Press Writer
3 hours ago

HARTFORD, Conn. - Connecticut's attorney general announced a lawsuit Thursday against Best Buy Co. Inc., accusing the nation's largest consumer electronics retailer of deceiving customers with in-store computer kiosks and overcharging them.

The lawsuit accuses Best Buy of denying deals found at the company's Web site, http://www.BestBuy.com. Attorney General Richard Blumenthal said store employees charged customers higher prices found on a lookalike internal Web site.

"Best Buy gave consumers the worst deal _ a bait-and-switch-plus scheme luring consumers into stores with promised online discounts, only to charge higher in-store prices," Blumenthal said.

Calls seeking comment were placed to the company.

The complaint was dated May 18 to be served on the company, which must return a response by June 13. The lawsuit, which seeks refunds for consumers, civil penalties, court costs, a ban on the practice and other remedies, would then be filed in Hartford Superior Court.

Blumenthal opened an investigation into the Richfield, Minn.-based retailer in March. About 20 customers complained to his office after a columnist for The Hartford Courant reported the experience of one Connecticut man who found a laptop computer advertised for $729.99 on BestBuy.com, then went to a Best Buy store where an employee who seemed to check the same Web site told him the price was actually $879.99.

"There may be people who are entirely unaware they may have been overcharged," Blumenthal said.

Previously, the company confirmed that store employees have access to an internal Web site that looks nearly identical to the public BestBuy.com site, but the company's policy is always to offer customers the lowest quoted price unless it's specifically identified as a deal available only to online shoppers.

Jerry Farrell Jr., Connecticut's consumer protection commissioner, said the lawsuit should be a warning to companies to be more transparent in their business practices.

"There certainly was an element of deception here," Farrell said. "There certainly was an element of creating consumer confusion here."
LI Sound Grunt is offline  

Thread Tools
Search this Thread