Best Buy & Geek Squad Policies

[Johnpissedoff]

I just sent a message off to Best Buy.  I am next going to follow up in writting.  I normally don't get so worked up but I feel like I was just robbed by the people that I was trying to buy something from!  this is what I sent:

I have just experienced one of the worst interactions between a retail store (Best Buy) and me.  I was at the Saugus Ma store (Saugus MA (Store 818) 1201 BroadwaySaugus, MA  01906, Phone: 781-233-3435 ) and purchased a GPS car adapter.  The metal part that inserts into the GPS snapped off of my original one which I purchased at this same store.  There was one left.  I went to the parking lot to try it out and found that it did not work.  I noticed that the fuse had been removed from it.  I brought the adapter back to the store within 5 minutes and explained what happened.  I was told that there would be no refund.  I was completely dumbstruck by what I had heard.  The store manager (Richard Stoney) said he would not give me a refund because the unit was tampered with.  I agreed it was tampered with but not by me.  I had just bought it 5 minutes ago!  I showed him the one that I had which was broken and that it had a fuse in it.  He just said store policy would not allow it.  At this point he offered me no recourse or would not listen to what I was saying.  I just purchased this thing 5 minutes ago.  I could feel the anger and frustration building inside of me.  I felt as thought I was just ripped off by the store that I was trying to buy something from.   The adapter was for $25.00 though not a lot, the fact of the matter was that Best Buy would not work with me, not even to offer a store credit!   

After this I experience I am thinking of not ever shopping at Best Buy again.  With Christmas coming up I have a list of electronic gifts that I still plan on buying (flat screen TV, Wii and games, and video equipment.)  I still plan on making these purchases but unless Best Buy can offer me a refund and an apology, Best Buy is a store that I will no longer support.  I will be sure to let my feelings and my story be known to friends and family as well. 

[John-BBY Community Connector]

Hello John,

I’m sorry to hear about your experience with the store associate and the problem with the product that you purchased.  I’d like to offer a point of explanation about our policies and then discuss the prospect of a resolution.

Best Buy®’s return policy stipulates that any product being returned be in like new condition.  This means that it can’t be altered or damaged in any way for us to accept the return.  Certainly I understand what you’ve stated in that the product was in altered condition when you attempted to use it; the associate would only be able to identify that the unit was not in like new condition and therefore refuse the return.

Having said that, I’d like to work with you toward a more satisfactory resolution.  Please look for a private message from me in your inbox.

Thank you for taking the time to inform us of your situation.

Sincerely,

[amazed]

Are you kidding me?  All you did was regurgitate the policy.  As if ALL situations are black and white.  Have you ever heard the term 'execption to the rule'?  Best Buy's return policy is THE WORST

[MtnXfreeride]

If it was altered, wouldnt you haver noticed that before buying? that it was opened or something wasnt right?

the policy makes sense, you could have a blown fuse in your original adapter, buy a new one switch out the fuse and return the one you just bought.  The policy is there because people try and cheat the system.

why not take the fuse out of the broken original one and put it in that one and return it for another?

Message Edited by MtnXfreeride on 11-18-2008 06:24 PM