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Very poor business practice
We purchaced an lg lcd television and lg "french door" refrigerator on 7/12/06. At the time the salesman asked if we'd like bb to come out and set up the tv. We declined.
Turned out we had a bit of trouble. I called next day for help. After spending about $3500 with them,
They wanted to charge $100 for a service call, which I declined. I also let the person on the phone
Know that that type of "service" is very poor business practice for the amount of money we'd thrown
In their laps.
But wait! There's more!
The refrigerator arrives, is installed well, the guys were great. However, when attempting to remove
All the protective tape from 14 gabillion parts in this refrigerator, I snapped off a little arm on the slide-up "opti-bin crisper/humidifier" door. I called for help and a replacement part. Customer service didn't return the call as they said they would.
I called again. Finally they called back. The fellow promised he'd look into it and get a part for me, or find out what he could and call me back... He didn't.
I called the 888 number for best buy customer service. Spent 1/2 hour on the phone only to find out
1) they don't have the part
2) they don't have the part because the product is new and they don't know if they can even get the part
3) they can send out a service guy to take a look and order the part that they can't get.
Do you think i'll be a loyal customer of best buy now? Doubtful!
No lemon policy
I buy all of my major electronics at Best Buy, including our first computer in 1995 because of the warranty/no lemon policy. However, I recently learned that the policy may not be worth the paper upon which it is written.
I bought my first digital camera from Best Buy in October 14, 2002 -- a Sony 707, which came highly reccomended by Consumer Reports as well as a professional photographer/friend.
We purchased the camer for $719.99 and the extended Best Buy product service plan for $99. In June 1, 2004, the camera gave an error message and had to go in for repair, which was covered under the warranty. On March 26, 2006, it malfunctioned again and went in for repairs (repair No. 2). On Aug. 15, 2006, the camera went it for its 3rd repair, and we requested an early "no lemon policy" replacement, b/c it was the 2nd repair in six months and we are just two months away from the conclusion of our extended warranty.
The camera came back on 8/24, and the problem remained, although the paperwork said that parts had been replaced in the lens. The camera continued to take blurry pictures over the next couple of days, and so I went to the Ellisville, MO Best Buy story today (where the camera was purchased). I expected them to honor the "no lemon policy" part of the warranty, which states that "If your product requires more than three repairs, Best Buy will provide for a replacement."
Unfortunately, Manager Eric Stephens told me that my first repair wasn't a "qualified" repair because they simply had to download some software to make the camera function properly. So, the fact that the camera wasn't working, had to go into the Best Buy Service Center and receive some kind of software download to make it work properly didn't qualify as a repair. In my book, the camera wasn't working, they fixed it and it did work -- that's a repair.
Anyway, I told Mr. Stephens that my warranty expires in mid-October, and I didn't want the camera repaired again, only to have it fail in November and then I'll be out of luck. He told me he couldn't honor the no lemon policy and that the camera would have to be sent off for another repair. He said I could request an additional extended warranty, and if BEst Buy agreed to that, he would be happy to sell it to me. How kind.
He gave me the 1-888-BESTBUY number to call and explain my dissatisfaction, and I requested to make the call from his store phone so that I had the "experts" available to answer any questions. I spent 40 minutes on the phone, first talking to Brandon, then to Micheal and then to John M, Michael's supervisor. They all told me the same basic thing -- that the service center technicians would have to make a diagnosis of a fourth "qualified" failure in order for me to get a replacement. So, they shipped off my camera today. I hope Best Buy monitors this site and decides to fix this problem for me, so that I can continue to purchase my electronics from them.
Company details:
Best Buy
Address: 15678 Manchester Road
Ellisville Missouri 63011
U.S.A.
Phone Number: [protected]
The complaint has been investigated and resolved to the customer’s satisfaction.
Best Buy doesn't stand behind their products or their warranty. I have found this out the hard way. Bottom Line-DON'T BUY FROM BEST BUY!
The lemon policy dictates that it has to be the same problem three times in a row, and from the sounds of it, your camera's first repair was actually just a firmware update. In the future, I'd suggest a few things:
1. Don't follow the advice of Consumer Reports, they're paid for their reviews by the manufacturers, how else could the terrible Olevia brand get such high ratings while one of the top dogs (Samsung) get such low ratings on lcd television sets?
2. Manufacturer's warranty over the over priced Best Buy "warranty"
3. Do your own research online before purchasing a camera, or any high end electronics device for that matter.
I had read that purchasing the Best Buy extended warranty was not really necessary. If the product you had purchased was going to fail it would most likely do so within the first year when the manufactures warranty was still in effect.
Wrong, the Gateway laptop computer I purchased did fail within 8 months of purchase. However Best Buy continues to have you return the product to their service department where no service is performed. After they are certain that the warranty no longer applies, they tell you to get lost. You did not buy an extended warranty and there is nothing else we are going to do.
What a terrible organization, Best Buy.
Service agreement for computer
I purchased a laptop computer and a service contract with Best Buy Alpharetta, GA last year for my son. On May 22 of 2006 we brought it in for simple service, the lid was not closing and was loose. They were to repair it within approximately 3-weeks. Our estimated completing date was June 26th. My son received a call to pick up the laptop around that date...
Read full review of Best Buy and 36 commentsAbout Best Buy
One of the key features of Best Buy's website is its user-friendly interface. The site is easy to navigate, with clear categories and subcategories that make it simple to find the products you're looking for. The search function is also robust, allowing users to search by keyword, brand, or product type. Best Buy's website also offers detailed product descriptions, specifications, and customer reviews, which can help shoppers make informed purchasing decisions.
In addition to its extensive product selection, Best Buy offers a range of services to its customers. These include installation, repair, and technical support services for many of the products it sells. Best Buy also offers a price match guarantee, ensuring that customers get the best possible price on their purchases. The company's website also features a rewards program, which allows customers to earn points for their purchases that can be redeemed for discounts and other rewards.
Overall, Best Buy's website is a comprehensive and reliable source for electronics and home appliances. With its user-friendly interface, extensive product selection, and range of services, it's no wonder that Best Buy has become a go-to destination for tech-savvy shoppers. Whether you're in the market for a new laptop, a smart TV, or a home security system, Best Buy has you covered.
Best Buy Customer Reviews Overview
One of the most significant advantages of shopping at Best Buy is the company's knowledgeable and helpful staff. Customers have reported that Best Buy employees are well-informed about the products they sell and are always willing to offer advice and assistance. This level of customer service has helped Best Buy build a loyal customer base and has contributed to the company's success.
Another positive aspect of Best Buy is its competitive pricing. Customers have reported that Best Buy offers some of the best prices on technology products, making it an excellent choice for those looking to save money. Additionally, Best Buy frequently offers sales and discounts, further increasing its value proposition.
Best Buy's product selection is also a significant advantage. The company offers a wide range of products from top brands, including Apple, Samsung, and Sony. Customers have reported that they appreciate the variety of products available at Best Buy, as it allows them to find exactly what they need.
Overall, Best Buy is a highly regarded retailer of technology products and services. The company's excellent customer service, competitive pricing, and wide product selection have earned it a loyal customer base and positive reviews from customers.
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3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Best Buy. Make it specific and clear, such as "Defective Laptop Sold at Best Buy" or "Poor Customer Service at Best Buy Store."
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- A clear description of the product or service involved.
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- The nature of the issue, such as a faulty product, misrepresentation, or poor service.
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Remember to be factual and include any relevant information about transactions you had with the company.
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the response of "for the amount of money we'd thrown in their laps" sounds like something someone would say that has never worked a retail job. All retailers have to buy those products from companies and 3500 isn't much for a french door and a tv. i'm sure you probably got a deal for buying both too, that best buy is notorious for practically giving away tv at cost. so let's say they made $200 off of your purchase(not saying they did, but then again i do know what cost is on a fridge like that) Do you really expect them to come out to your house and set up your tv because you don't know what you are d0ing AND THEN replace a part on a fridge that you admit you broke off yourself?(you can blame LG for the bazillion parts of plastic, best buy didn't put them there). they couldn't survive as a company if they gave away their install services wirth hundreds and pay out of pocket for parts they didn't even brake and pay the overhead of having a building you can walk into and pay people to sell and explain things to you. I understand your frustration of not having things work the way you plan but it sounds like you just want to blame someone and best buy was the only place you could think of to blame(cause you can't blame yourself for not paying them to install it the first time right?). PS if you buy new stuff from LG and parts break when you unwrap them, if you contact LG they usually send you out replacements right away. Still don't understand how you can even blame best buy for that one.
Sorry, except for the part about the door handle (which forgive me if I'm wrong... but you broke?) if you decline a service like them installing it (setup when you purchase a product) then it's an entire service setup again, thus the $100 charge.
I think my complaint can out-do yours! I purchased a new HP pc on February 1 of 2008 from the Kennewick, WA Best Buy and spent the extra $100 to have it optimized and also spent more money having one of the Geeks come and transfer all my files from my other 1-yr old HP that I spent MORE money on having viruses removed. After less than 3 months, I began to have serious problems with the pc. I have spent the last 8 and 1/2 months on the phone and online with Microsoft and HP, ran diagnostics until I was "blue" in the face (yeah, like the "blue screen of death" that continually shows up), was told to perform a recovery which should solve my problems, only to find out it made matters worse - and the list goes on!
The last 2 days, I have been speaking with a case manager from HP, thinking it was HP's fault. Wait, it gets better! This morning, he informed me after further investigation and a full lookup on my model and serial number, that the pc I was sold was a refurbished one, not a new one that Best Buy represented it to be! To make matters even worse, Best Buy recorded the sale in December of 2007, instead of February of 2008 when I purchased the pc (yep, you bet I have receipts!) The HP case manager has offered HP's full back-up and cooperation in helping me resolve this with Best Buy. He informed me that "They cannot legally advertise refurbished units as new, and even the computer itself shows activity prior to (my) buying it, so they will not have a case against (me)."
So, I now have the unpleasant job of storming the doors of the Kennewick Best Buy and demanding they either give me my money back in full, or replace the misrepresented pc with a genuine NEW one. If they won't do anything, then I will be forced to contact their corporate headquarters and try and get satisfaction there. Believe me, I will be armed and dangerous with receipts and communications and the help of HP!
I would advise anyone in the Tri-City area to refrain from shopping at the Kennewick Best Buy! You do so at your own peril!