Best Buy

Reviews 3

JA

Jay Matassa

I recently purchased a Droid Turbo phone in the new Best Buy exclusive (blue) color. The device is also exclusive to Verizon Wireless. The Droid Turbo is advertised by both the manufacturer (Motorola) and Verizon Wireless as including one complimentary replacement of a damaged screen under what both call the "Screen Assurance" program. I dropped the phone less than 6 inches onto my counter top and the screen of my 13 day old device shattered. I contacted Best Buy and attempted to submit a claim through Geek Squad insurance. I was told by the store that the Droid Turbo comes with one free replacement and that I should contact Verizon Wireless to file the claim. This set in motion a 6 hour ordeal in which Verizon Wireless, Motorola and Best Buy all pointed the finger at each other while each stating they would not honor the policy. After the 6 hours, the bottom line is that Best Buy states it is an advertised feature of Motorola that uses Verizon Wireless as the agent to receive damaged devices and distribute replacement devices. Best Buy also stated that there is no way to get their blue device replaced without filing a Geek Squad claim and paying a $149 deductible. They informed that Verizon would only replace with a black device. Verizon, meanwhile stated that had I purchased any color other than blue, they would happily provide the free replacement. However, since Best Buy circumvents thew carrier on all of their "exclusive" blue phones, Verizon cannot not accept them (even if I was willing to accept a black replacement). They stated that Best Buy should be the one honoring the Motorola policy on best buy exclusive devices just as Verizon honors all non-Best Buy-exclusive devices. AT NO TIME DID BEST BUY INFORM ME THAT BY PURCHASING ONE COLOR OVER ANOTHER I WOULD BE FORFEITING MY RIGHT TO AN ADVERTISED FEATURE OF THE PHONE. VERIZON ALSO STATED THAT THIS EXCEPTION IS WIDELY KNOWN TO VERIZON AND MOTOROLA, DESPITE NOT INFORMING THE END CUSTOMER PRIOR TO PURCHASE. Lastly, I spoke to Motorola who stated that the "screen assurance" is not, in fact, their policy at all, but rather Verizons. They stated only Verizon or Best Buy can fulfill the replacement. They also said they did in fact have blue devices available and can replace my broken device for a $125 charge. Ultimately I was told that the only reason the policy would not be honored is because I bought the "Best Buy exclusive color" and that had I simply purchased any other color from Best Buy or any other retailer, the policy would be honored. Best Buy does not provide any information at point of sale to inform the customer of this odd exclusion. More importantly, Motorolas website advertises the benefit (without exclusion) and redirects to a Verizon Wireless web page with a program FAQ and instructions for filing a claim. The program FAQ also states no exclusions of any specifically colored device. I feel this is false advertisement that caused me to purchase a device where known restrictions were not provided to the consumer. Note: I have the screen shots captured from each companys websites as proof that (as of today) this misleading advertising is still in place. I even offered (as a last effort) for Verizon to simply credit me $125 to offset the cost of replacing the device directly from Motorola. I assumed Verizon would provide such credit (amounting to less than one months bill) as a gesture of good will to an over 20 year customer. My request was denied.

RA

rainbecca1981

If I could give NO STARS I would feel better about leaving this review. WORST CUSTOMER SERVICE EVER. Jonathan from the mobile department biggest d-bag ever. We had another store and confirm that they had a certain item in stock. Howell called and confirmed with customer service that the item was available and that they would hold the item for us. We drove from the Howell location to the Manalapan location to purchase our phone. Well low and behold the girl behind the customer service corner knew exactly who I was, even remembered my name. Said yes we have your phone, I gave it to Jonathan to hold for you. Well this d-bag was holding the phone for someone, just not me. He sold it to the gentleman sitting right next us purchasing the phone. So Jonathan decided that since he had someone that wanted the phone, he would just sell it to them. Instead of holding the phone, like they said he would. Well as soon as I called him out and said customer service gave the phone to Jonathan to hold for Rebecca. He got all pissed, because I called him out. So then he Threatened to kick me out of His Best Buy Store. Hilarious. He couldnt even look me in the eye, because he knew he was a total dirtbag for selling my phone to someone else. Then had the nerve to be like, The phone is in stock in Brick, I will tell them to hold one for you if you want to drive???Jonathan, didnt you just say Best Buy doesnt hold items for customers????? Come on man, total tool bag. So Best Buy of Manalapan can keep it. Worst Customer Service ever. And so Disrespectful. You got called out by your fellow co-worker so you try to remove me from your store. You were suppose to hold the phone for my purchase(and we were only thirty minutes away). So now am calling Best Buy headquarters and advise them of your crappy disposition and let them know exactly what your practices are for the customers that shop at Best Buy!! Good luck with that winning attitude Jonathan from Best Buy, am sure your gonna go far in the retail business. Just kidding. Make sure you keep fighting for the fifteen dollars an hour.

GA

gayle pistilli

I spent over 1000$ Bestbuy, Manalapan, NJ on dec 18. One of the tablets I bought was defective and I brought it into Manalapan of NJ for a replacement. I brought it to customer service and the cashier (Nicole) said to me was "Just be honest, was there any water damage." Now, this is implying first that Im going to lie and that I must have broken it. It would not turn on. The charger was with it, it would not charge, would not turn on and was in perfect condition. Next, she unplugged, brought it into the back which I objected to and she was gone with it for at least 10 minutes. When she returned she said it was cracked which it wasnt and that it didnt matter that there wasnt water damage it was physically damaged. I 3 cm scratch was now on the bottom L of the screen. A scratch does not cause it not to turn on. I was told my coverage had to be used, I would be issued store credit and I would have to return because it was not in stock. I stated that they could have easily scratched it themselves when it was taken out of my view and that a scratch would not have caused the damaged. The product was a christmas present and wasnt used until after Christmas. There was no water damaged, it was in perfect condtion when I brought it in for an exchange. Right from the start, the cashier is accusing me of damaging the product and when the damage she suggested was not the problem and not my fault, the product was taken out of my view and perhaps scratched by your staff. Nicks, scratches, dents............none of which were on the product when I returned it do not cause complete malfunction of a device. I was treated rudely and feel I was ripped off by your store. I would like an investigation and refund on my HBSC card, not store credit. I made three attempts to contact a person at bestbuy by phone. Transfered to a person resulted in "the number you are trying to reach is out of service". Requested an email address and the online help did not respond, a survey came up and then they did not respond................Bestbuy has no customer service.